| 13th May 2009 |
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Building a Winning Customer RelationshipMay 2009: A Serco bid team, led by Spencer Hillier, Serco Head of Bid Management answered questions from two brave volunteers from the audience, who acted as ‘prospective customers’. John Abulafia of Whitmuir Development then facilitated feedback on their responses and demonstrate alternative ways of communicating, speaking and moving. About the facilitator, John Abulafia of Whitmuir Development John Abulafia is a professional communications expert who has worked with individual executives and commercial/bid teams on how to maximise positive interaction. He recently worked with the participants on QinetiQ’s ‘Competing to Win Programme’ that received an APMP award at last year’s San Diego conference. For more information on John's services visit www.craftofcommunication.com
Review by Chris MilburnThe UKAPMP was treated to an excellent presentation recently by John Abulafia the other evening at Vodafone’s Newbury Offices. After a good opportunity to network, John treated us to some of the tricks he uses to teach people how to improve their presentational skills – and specifically in the area of creating a presence in front of a customer. Stand straight, shoulders back, and have the confidence to say nothing…… Another interesting tip was that when speaking, try to use one idea per breath. (Puff) Instead of saying ‘Um’, take a breath. This apparently keeps the brain more alert, and also the audience, who will tend to breathe with the presenter. (Puff) An impromptu customer/supplier meeting was acted out for us, and John showed us how, with some simple changes to behaviour, an antagonistic customer can be turned into a pussy cat! A good presentation, good food and a good turnout. On that note, I shall now be quiet, and build on my stage presence.
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