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Words that Work

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Bryan Bernard

on 24 February 2014

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Transcript of Words that Work

Bryan is stubborn, critical,
impulsive, industrious and intelligent
Key Words at Key Times

Thank you
Ask Questions
Effective Communications
New Words for the 21st Century
Language is constantly Changing and new expressions are created.
Words for the 21st Century
Sequence creates the meaning

The order in which the words are presented affects how the words are perceived
Words need to paint a picture

“Melts in your mouth, not in your hand”

Create visuals with your words
“Two Nurses are walking into a patients room …”
“in 20 feet you’ll see a Bright green door on right side of the corridor …”

(Think about a play by play announcer and how they can use words
that put a visual image in your mind that helps you to imagine the situation).

55% of meaning comes from non-verbal sources, 38% tone & voice, 7% words
Visual beats tone and voice and tone and voice beats words

Source: Mehrabian, Albert Nonverbal Communication New York: Aldine, 1972

Personality is important

Smile appropriately

Studies show your message is 80% more receptive if you smile

Body language/open posture

Demeanor and Tone

Credibility is as important as your message
People have to believe you to buy your message

The words you use become you and ... you become the words you use
Establish Credibility
Brevity is good

“Think Different"
"I'm Lovin' it"
"Just Do It”

Use Short Sentences
Plain & Simple
is more understandable
Simplicity is good
Use small words
Keep It Simple
It’s Not What You Say ...

It’s What People Hear

Words That Work

Presented By:
Bryan Bernard
Your message needs to say what people want to hear

People may forget what you say, but they won’t forget how you make them feel

Tell me the facts and I’ll know the truth, tell me a story and I’ll remember it forever

Personalization: People relate the language to their own life experiences

Speak Inspirationally
21 Words for the 21st Century

“I invented the Internet”
Put Yourselves in the mind-set of your audiences . . .

With Whom are you Speaking?
What social status people occupy ?
What is their education ?
What is their Age & Gender ?

These can ALL affect how people will receive a message.
Who am I speaking to?

How will they interpret my words?
Mac vs. Macintosh

Fed Ex vs. Federal Express

IBM vs. International Business Machines

KFC vs. Kentucky Fried Chicken

DQ vs. Dairy Queen

Bryan is intelligent, industrious, impulsive, critical, and stubborn
Bryan is rated more
described with the
traits first
Engages people in conversation
Remember the 5 W's
One Fact, One Question
A simple acronym that represents a very powerful way to communicate
with people who are often nervous and anxious.

It is a five fundamental process of patient communication

Allows trained health care professionals to share
experience, knowledge and training


D = Duration

E = Explain

T = Thank You
D = Duration
E = Explain
T = Thank You
Smile and Make Eye Contact

Give your name
State your department
Skill set, experience & certifications
Manage up any -workers, department or physicians

Explain how long the test, procedure, appointment, admission, or registration will take.
Explain how long the patient will wait before they can go home or will go back to their room.
Explain how long before the test, procedure visit or admission will take.
Explain how long it will take before the patient receives test results.

Why are we doing this? 
What will happen and what should they expect?
Ask, “What questions do you have?”

Thank all patients for choosing Portneuf Medical Center
Remember ...
The 2 Most Important Phrases
Just calm down
It’s no big deal.
You’re right, they’re always late.
Call the Operator.
I can’t do anything about that.
You’re right, the service is disgraceful.
I can’t believe that happened to you.
I don’t have time right now.
That’s not my job.

What NOT to Say!!
Google is the name of the search engine that has now become an active verb in the English language.
Need to find out something...
“Imagine” “Inspire”
“Cleaner, Safer, Healthier”
“Comprehensive / Long-term”
“Results” “Solutions”
“Hassle-Free” “No Worries”
“You’re in control / You Decide”
“Efficient” & “Efficiency”
“Renew, Revitalize, Rejuvenate, Restore, Rekindle, Reinvent”
“The Simple Truth”
“Bold Action / Getting it Done”
“Peace of Mind”
“Independent Certification”
“Mission” “Commitment”
“Cutting Edge”
“Common Sense”
“Exceeding Expectations”

Sitting around in a group, discussing why a deadline was missed or a project failed, and who was responsible.

A manager who flies in, makes a lot of noise, craps on everything, and then leaves.

The process by which some people seem to absorb success and advancement by kissing up to the boss rather than working hard.

The experience of spending an entire day swimming upstream only to get screwed and die in the end.

An office filled with cubicles.

When someone yells or drops something loudly in a cube farm, and people’s heads pop up over the walls to see what’s going on.
The on-line, wired generation’s answer to the couch potato.

Euphemism for swiping free photocopies from one’s workplace.

The fine art of whacking the crap out of an electronic device to get it to work again.

The rarefied organizational layers beginning just above the rank and file. Decisions that fall from the adminisphere are often profoundly inappropriate or irrelevant to the problems they were designed to solve.

Someone who’s clueless. From the World Wide Web error message "404 Not Found," meaning that the requested document could not be located.

That minuscule fraction of time in which you realize that you’ve just made a BIG mistake.

Well Off Older Folks.

More New Words for the 21st Century
"Google it"
Almost every day our lives present us with opportunities
to fill the basic need of all people,
to feel as if they matter.
We can;
• Give Compliments
• Express Admiration
• Acknowledge Hard Work
• Express Appreciation
• Offer congratulations
Look for the good and help create a moral change to the positive,
not just for each other as co-workers or on the floor,
but for our patients, our visitors, and for other staff members
whom we come into contact with throughout our day.
Energy and emotions are contagious and we can
make a choice to use words that are uplifting.
Full transcript