Taxi el 3asema is a new service in Egypt that was introduced maybe a year ago or something. It is supposed to provide people with on-call taxi service. You call the company and reserve a taxi for the place you need to go on the time that you need. Three companies offer this service in Egypt.
The funny thing is it has not been more than a year and the service already sucks!!
All the following issues happen:
1- You call and reserve a taxi, the taxi never shows up, the company never calls to say sorry. And if you call they tell you the taxi made an accident.
2- You call and reserve a taxi, before your date by 10 minutes they call and say they have no car available for you.
3- You call and reserve a taxi, it is late, and you call the company they keep telling you it’s on its way until you are fed up and late for your appointment!!
4- The taxis now have parking slots in some places (Tahrir, beside city starts). The rule is, you go to the parking area and if you find a free taxi you ride in and then tell him where to go. What really happens is: you find a free taxi, he asks you where you are going and if he does not like the destination, he says No!
5- One day I tried to take one of those taxis at Tahrir square, I found the taxi but could not find the driver, and then I saw a man standing near the taxi with a tourist, I asked him: are you the taxi driver? He said NO. So I kept waiting. I waited for a long while and that man was still chatting with the tourist. Once I got bored and started moving away, the man and the tourist took the taxi and the man – who turned out to be the driver- drove away. Obviously he was discussing fees with the tourist to cheat him out and take the fees to himself instead of delivering it to the company.
6- My sister once tried to take one of those taxis from beside city stars. First he said no and then he changed his mind and told her to get in; he did not start the charger to calculate the fees based on the distance traveled. So she commented and told him that he is supposed to start it. The answer was: It is for your own benefit I will take less than what it will charge you!
All this is a sign of bad management. There are no rules or regulations and no one is watching over those drivers. No one is monitoring the call center as well to make sure that if you book a taxi, you get one on time.
Thursday, October 18, 2007
Thursday, October 11, 2007
Writing Good Reports
Writing good, readable and meaningful reports is not easy. Sometimes people over do it, by imagining that the more they write the better. They also try to complicate it and make it seem as “professional” as possible. Professional in their definition is to use words that are rarely used by people to make them check the dictionary to be able to understand. Or use too many formulas and scientific facts and details. The result is a too long and too complicated document to read.
When you write a report the simpler the better. Your focus should be in meeting the aim of the document. Always ask yourself, what is the aim of this report? How should it benefit the reader? If you start this way, you will know exactly what to write in it.
If you want people to read what you write, do the following:
Step 1: Why are you writing this report? Define its aim and what is it supposed to serve.
Step 2: Define your scope. Depending on the topic of your report, sometimes it could be too wide and you yourself can digress while writing. Define your scope to avoid this problem and to avoid making your report too wide and hence vague to the reader. Every report should have a scope that limits the contents of the report.
Step 3: Know your audience. A report written to a technical audience differs than a report written to managing directors and executives, differs than a report written to accountants,..and so on. You have to know who will read the report to address them with the language they know best. And if it is a mixed audience, then write in a straight forward simple language that they will all understand. And if it is needed to mention some details for a group of the audience- do that - but clarify it in simple language in order not to loose the rest of your audience.
Step 4: Write the table of contents. This has to be finalized before you start writing to avoid loosing your focus in the middle of the report.
Step 5: Have all materials, statistics, research findings, images and references that you will need ready.
Step 6: Write your report.
Step 7: Include your conclusion or wrapping paragraph. A report with a conclusion is a wasted effort.
Step 8: Include the next step. This should highlight to the reader what will we do next or what is requested of him after he reads.
Steps 9, 10 and 11: PROOFREAD and PROOFREAD and PROOFREAD. Any document with spelling mistakes or grammatical mistakes or logical mistakes will loose its audience and will never deliver the message.
Notes:
When you are writing the report take care that visual effects make a great difference. So make sure to make your report visually accepted as follows:
1-Use the same font throughout the document. Same type and size for content, headers and titles. And of course use a readable size.
2-Use normal black color for writing and use a different color to highlight parts that you need to stress their importance.
3-Whenever charts or images can make a certain idea or fact clearer use them.
4-Avoid too long sentences and too long paragraphs. The shorter and to the point the better.
5-Paginate your document.
6-Fix your margins and make sure your document prints well if you are going to send an electronic copy.
When you write a report the simpler the better. Your focus should be in meeting the aim of the document. Always ask yourself, what is the aim of this report? How should it benefit the reader? If you start this way, you will know exactly what to write in it.
If you want people to read what you write, do the following:
Step 1: Why are you writing this report? Define its aim and what is it supposed to serve.
Step 2: Define your scope. Depending on the topic of your report, sometimes it could be too wide and you yourself can digress while writing. Define your scope to avoid this problem and to avoid making your report too wide and hence vague to the reader. Every report should have a scope that limits the contents of the report.
Step 3: Know your audience. A report written to a technical audience differs than a report written to managing directors and executives, differs than a report written to accountants,..and so on. You have to know who will read the report to address them with the language they know best. And if it is a mixed audience, then write in a straight forward simple language that they will all understand. And if it is needed to mention some details for a group of the audience- do that - but clarify it in simple language in order not to loose the rest of your audience.
Step 4: Write the table of contents. This has to be finalized before you start writing to avoid loosing your focus in the middle of the report.
Step 5: Have all materials, statistics, research findings, images and references that you will need ready.
Step 6: Write your report.
Step 7: Include your conclusion or wrapping paragraph. A report with a conclusion is a wasted effort.
Step 8: Include the next step. This should highlight to the reader what will we do next or what is requested of him after he reads.
Steps 9, 10 and 11: PROOFREAD and PROOFREAD and PROOFREAD. Any document with spelling mistakes or grammatical mistakes or logical mistakes will loose its audience and will never deliver the message.
Notes:
When you are writing the report take care that visual effects make a great difference. So make sure to make your report visually accepted as follows:
1-Use the same font throughout the document. Same type and size for content, headers and titles. And of course use a readable size.
2-Use normal black color for writing and use a different color to highlight parts that you need to stress their importance.
3-Whenever charts or images can make a certain idea or fact clearer use them.
4-Avoid too long sentences and too long paragraphs. The shorter and to the point the better.
5-Paginate your document.
6-Fix your margins and make sure your document prints well if you are going to send an electronic copy.
Tuesday, October 2, 2007
Communication skills
I want to share with you the results of one of the projects that I worked on as a project manager. I was responsible of minimizing the gap between financial revenue records and actual production records. I will not get into details of the project and what type of service I am talking about to avoid revealing business secrets. But I will say just enough to clarify how bad or missing communication can cause disasters. The gap they suffered from was both ways i.e. over booking of revenues that do not exist and under booking or missing revenues that should have been booked but they were not. The main problem though was in missing revenues that were not recorded. Over booking was minimal as it happened only when an order was cancelled and never reported to finance.
Most of the production records were missed and not listed as financial revenues. The company was actually losing money because no one kept clear and actual track of what they were actually producing and selling. When I started we had 50% gap between finance and production i.e. 50% of actual revenues were not listed in the company's financial records. In only one month for example we had 87,000 LE missing revenues. I started working on this project on May 2005; on Jan 2006 I reached 66% reduction in losses.
You will be astonished to know that the main reason of such losses was communication issues. Involved teams did not have a common terminology to describe things. The financial team used certain terms to describe some things, while the production team used the same terms to describe totally different things. The production team itself was divided and did not have common terminology. They did not have common templates to fill for record keeping, they did not have a clear workflow and they did not have an established communication channel. Some people used to talk over the phone, others used the email and others did not bother communicating at all.
The service the company was selling was an online service, so it was dynamic i.e. sometimes the original cotract used to state something but after actual production lots of changes were introduced. Those changes sometimes increase the contract value, sometimes decrease it and sometimes ends up by canceling the entire thing. All those changes were never reported to finance, so they used to book only the original contract value. this resulted as well in a lot of revenue losses.
Most of my work was focused on:
1- Creating a clear workflow where every team member can know when to start, how to start, which template to use, how to pass on to the next team member and how to follow up.
2- Creating a common terminology where everyone uses the same word to mean the same thing.
3- Creating templates and IDs to avoid misunderstanding issues.
4- Establishing a performance evaluation method.
5- Introducing an automated process for the teams involved to be notified upon every change. This was mainly to make sure that finance are informed of all updates and changes.
By making sure that all team members are able to communicate effectively, we were able in 9 months to reach 94% matching between finance and production although we started with a 50% match only.
Communication skills are critical for the success of any business. If you are unable to communicate effectively, you will not get anywhere. Even written communication has its rules to make sure you deliver your message clearly and properly.
A nice link that I came across is: http://www.communication-skills-4confidence.com/communication-skills-test.html
This is a Self-Assessment Exercise that tests your communication skills, try it out and check how good you are.
Most of the production records were missed and not listed as financial revenues. The company was actually losing money because no one kept clear and actual track of what they were actually producing and selling. When I started we had 50% gap between finance and production i.e. 50% of actual revenues were not listed in the company's financial records. In only one month for example we had 87,000 LE missing revenues. I started working on this project on May 2005; on Jan 2006 I reached 66% reduction in losses.
You will be astonished to know that the main reason of such losses was communication issues. Involved teams did not have a common terminology to describe things. The financial team used certain terms to describe some things, while the production team used the same terms to describe totally different things. The production team itself was divided and did not have common terminology. They did not have common templates to fill for record keeping, they did not have a clear workflow and they did not have an established communication channel. Some people used to talk over the phone, others used the email and others did not bother communicating at all.
The service the company was selling was an online service, so it was dynamic i.e. sometimes the original cotract used to state something but after actual production lots of changes were introduced. Those changes sometimes increase the contract value, sometimes decrease it and sometimes ends up by canceling the entire thing. All those changes were never reported to finance, so they used to book only the original contract value. this resulted as well in a lot of revenue losses.
Most of my work was focused on:
1- Creating a clear workflow where every team member can know when to start, how to start, which template to use, how to pass on to the next team member and how to follow up.
2- Creating a common terminology where everyone uses the same word to mean the same thing.
3- Creating templates and IDs to avoid misunderstanding issues.
4- Establishing a performance evaluation method.
5- Introducing an automated process for the teams involved to be notified upon every change. This was mainly to make sure that finance are informed of all updates and changes.
By making sure that all team members are able to communicate effectively, we were able in 9 months to reach 94% matching between finance and production although we started with a 50% match only.
Communication skills are critical for the success of any business. If you are unable to communicate effectively, you will not get anywhere. Even written communication has its rules to make sure you deliver your message clearly and properly.
A nice link that I came across is: http://www.communication-skills-4confidence.com/communication-skills-test.html
This is a Self-Assessment Exercise that tests your communication skills, try it out and check how good you are.
Tuesday, September 18, 2007
Why teams fail
If we think why teams fail, it is always because of lack of proper communication. The biggest responsibility lies on the manager even if the team is weak. The manager controls everything, and it is his job to get the best out of each member in his team. No one is weak in everything, so the manager has to know the points of strength of each member of his team and utilize it to get the best results.
What actually happens is managers do not:
1- Have a clear vision.
2- Set a clear direction with priorities.
3- Support their team members.
4- Motivate their team members.
5- Create a healthy and cooperative environment.
6- Reward when deserved
7- Punish when earned
8- Hold effective and to-the-point meetings.
9- Share information when needed.
10-Understand their teams’ differences and their feelings.
11- Develop team members with potential.
12- Manage the interface between their teams and the rest of the organization effectively.
13- Get proper feedback from the team.
14- Deal with negative behaviour from inside the team to avoid its bad effect.
15- Allocate resources effectively.
16- Create and manage balanced work loads.
On the other hand team members do not:
1- Develop themselves on their own to enhance their work quality.
2- Take responsibility for all their actions.
3- Put aside any personal differences with their team members.
4- Avoid wasting the time on self interests and making sure no body else gets promotion before they do.
5- Avoid wasting their time trying to befriend the boss instead of earning any reward or promotion by the quality of their work.
But again a good manager can erect any negative actions from his team members. So it is always up to the manager to make a team fail or succeed.
What actually happens is managers do not:
1- Have a clear vision.
2- Set a clear direction with priorities.
3- Support their team members.
4- Motivate their team members.
5- Create a healthy and cooperative environment.
6- Reward when deserved
7- Punish when earned
8- Hold effective and to-the-point meetings.
9- Share information when needed.
10-Understand their teams’ differences and their feelings.
11- Develop team members with potential.
12- Manage the interface between their teams and the rest of the organization effectively.
13- Get proper feedback from the team.
14- Deal with negative behaviour from inside the team to avoid its bad effect.
15- Allocate resources effectively.
16- Create and manage balanced work loads.
On the other hand team members do not:
1- Develop themselves on their own to enhance their work quality.
2- Take responsibility for all their actions.
3- Put aside any personal differences with their team members.
4- Avoid wasting the time on self interests and making sure no body else gets promotion before they do.
5- Avoid wasting their time trying to befriend the boss instead of earning any reward or promotion by the quality of their work.
But again a good manager can erect any negative actions from his team members. So it is always up to the manager to make a team fail or succeed.
Saturday, September 1, 2007
Think you are a good manager?
If you are not sure how good you are as a manager, read this. I will list some of the things that bad managers do. If you find yourself doing any of those, then you are a bad manager.
1- Do not listen to their employees. These types of managers think that they are always right and hence no need to listen to ideas from their employees. This is the first step to failure.
2- Embarrass their employees in public. By criticizing them and highlighting their mistakes in front of each other or in front of someone else.
3- Withhold praise. Some managers think that if they praise anything good their employees do, they might cause them to think highly of themselves and hence their performance degrades. This is not true; praising good work is an essential tool for motivation.
4- Be vague in what they say and do. Those managers are difficult to understand and they leave their employees always confused what to do and what not to do.
5- Enforce unrealistic rules. Weak managers enforce unrealistic rules that are too harsh to follow and treat their employees as slaves to cover their weakness.
6- Never say they are sorry or wrong. Some managers never admit their mistakes. This is fatal as it causes them to fall into series of mistakes.
7- Never acknowledge individual differences and talents. A good manager should be wise enough to understand the strengths and weaknesses of his employees and work to get the best of everyone understanding their differences.
8- Treating all employees the same way. Yes, a good manager has to be fair and has to set and execute the same rules of reward and punishment. But he has also to be wise enough to understand the way that positively impacts everyone. Some employees do not work hard unless closely monitored and harshly treated, some others do not excel except when they feel they have a room of freedom…. And so on. A good manager should be wise enough to know how to treat each of his employees to bring the best out of him.
9- Never support employee development. Bad managers are always afraid of their employees' improvement and development. This is because they are insecure and afraid if they develop, they could loose their job. A real manager creates leaders; hence he should always work on improving and developing his employees' skills.
1- Do not listen to their employees. These types of managers think that they are always right and hence no need to listen to ideas from their employees. This is the first step to failure.
2- Embarrass their employees in public. By criticizing them and highlighting their mistakes in front of each other or in front of someone else.
3- Withhold praise. Some managers think that if they praise anything good their employees do, they might cause them to think highly of themselves and hence their performance degrades. This is not true; praising good work is an essential tool for motivation.
4- Be vague in what they say and do. Those managers are difficult to understand and they leave their employees always confused what to do and what not to do.
5- Enforce unrealistic rules. Weak managers enforce unrealistic rules that are too harsh to follow and treat their employees as slaves to cover their weakness.
6- Never say they are sorry or wrong. Some managers never admit their mistakes. This is fatal as it causes them to fall into series of mistakes.
7- Never acknowledge individual differences and talents. A good manager should be wise enough to understand the strengths and weaknesses of his employees and work to get the best of everyone understanding their differences.
8- Treating all employees the same way. Yes, a good manager has to be fair and has to set and execute the same rules of reward and punishment. But he has also to be wise enough to understand the way that positively impacts everyone. Some employees do not work hard unless closely monitored and harshly treated, some others do not excel except when they feel they have a room of freedom…. And so on. A good manager should be wise enough to know how to treat each of his employees to bring the best out of him.
9- Never support employee development. Bad managers are always afraid of their employees' improvement and development. This is because they are insecure and afraid if they develop, they could loose their job. A real manager creates leaders; hence he should always work on improving and developing his employees' skills.
Thursday, August 2, 2007
McDonald's customer service
Today my sister ordered a meal from McDonald's (Abbas El Akkad branch - Nasr city) at 3:30p.m. At around 4:15p.m she decided to call to ask them why her meal has not arrived yet. They told her today the restaurant is very busy and the orders take an hour to reach the customer instead of the usual 30mins. Whoever answered the phone added that her order has already left the restaurant and should reach her shortly. She hung up and waited until 5:00p.m. and nothing arrived yet.
This time I called and here is the conversation that took place:
Me: I ordered a meal more than an hour and a half ago and it is not delivered until now.
Mc’s employee: Please wait until I transfer you to the employee responsible of complaints. (his words were: “ el mas2oul 3an el comblain”)
Me(to the customer complaints employee): I placed an order more than an hour and a half ago and it has not been delivered yet.
The employee: Yes we are sorry but today there is a rush and orders take an hour and a half to be delivered.
Me: But when I called an hour ago you said orders take an hour, now it became an hour and a half
The employee: Yes we are sorry, it was an hour but now, because of the rush, it became an hour and a half.
Me: I was told an hour ago that my order left the restaurant.
Employee: Let me check
…….He put me on hold……
Employee: No madam, your order has not left the restaurant yet
Me: This means that you are not only late on delivery, But you are also liars. You lied and told me that it already left the restaurant
Employee: No it has not left, let me check when will it be ready
………He put me on hold………
Employee: It will be ready in 10min.
Me: I do not want it anymore, cancel the order
Employee: OK, just a second.
………..He put me on hold……..
Employee: OK, madam your order is cancelled now. We are sorry for that.
This is it!!! They are VERYYYYYYYYY late on delivery, they lie and tell me it left when it did not, the employee responsible of complaints, did not even bother to try to make me change my mind about cancelling the order. He did not try to compensate me in any way. And what really made me laugh is:
After I hang up with him by not more than 3mins, the door bell rang. I opened to find McDonald’s delivery man with my sister’s order!!!!!!!!!!!
They DO NOT EVEN know which orders left the restaurant and which orders did not leave yet. And they do not know how to cancel orders :)
This time I called and here is the conversation that took place:
Me: I ordered a meal more than an hour and a half ago and it is not delivered until now.
Mc’s employee: Please wait until I transfer you to the employee responsible of complaints. (his words were: “ el mas2oul 3an el comblain”)
Me(to the customer complaints employee): I placed an order more than an hour and a half ago and it has not been delivered yet.
The employee: Yes we are sorry but today there is a rush and orders take an hour and a half to be delivered.
Me: But when I called an hour ago you said orders take an hour, now it became an hour and a half
The employee: Yes we are sorry, it was an hour but now, because of the rush, it became an hour and a half.
Me: I was told an hour ago that my order left the restaurant.
Employee: Let me check
…….He put me on hold……
Employee: No madam, your order has not left the restaurant yet
Me: This means that you are not only late on delivery, But you are also liars. You lied and told me that it already left the restaurant
Employee: No it has not left, let me check when will it be ready
………He put me on hold………
Employee: It will be ready in 10min.
Me: I do not want it anymore, cancel the order
Employee: OK, just a second.
………..He put me on hold……..
Employee: OK, madam your order is cancelled now. We are sorry for that.
This is it!!! They are VERYYYYYYYYY late on delivery, they lie and tell me it left when it did not, the employee responsible of complaints, did not even bother to try to make me change my mind about cancelling the order. He did not try to compensate me in any way. And what really made me laugh is:
After I hang up with him by not more than 3mins, the door bell rang. I opened to find McDonald’s delivery man with my sister’s order!!!!!!!!!!!
They DO NOT EVEN know which orders left the restaurant and which orders did not leave yet. And they do not know how to cancel orders :)
Sunday, July 8, 2007
How to be persuasive?
Want to bring a conversation to your side? Want to close a deal with the profit margin you had in mind? Want to win a debate? Want to convince others with your point of view in a discussion? Want to gain friends and yet let your opinions prevail? Check it out!
You can be persuasive without being offensive and without being looked at as arrogant, stubborn and the kind of person who always wants to rule and control.
How?
1- Understand people. Not all people are alike and not all people accept the same way of treatment and conversation. So the first step is to understand your audience. Know what intimidates them and what makes them listen. Always use the right way to get their ears. If you manage to make them listen then there is hope they will be convinced of what you say if you have a good argument.
2- Do not be offensive. Do not loose your temper if people disagree with you. Do not use words like: you do not understand / don’t be stupid / of course not / You are wrong. And do not start the conversation by assuring that your listener is wrong or that you are angry with him or that there is no hope that you could change your mind or compromise.
3- Listen. Do not start a conversation with your mind set that you are 100% right or that you will not meet half ways or compromise. If you want to be heard then you have to listen.
4- Convey your message clearly. You have to be able to speak clearly and have a strong argument. If you can not express yourself or you do not have a strong basis for what you are saying then definitely you will loose your audience.
5- Be confident but not arrogant. You have to be convinced yourself of what you are saying to be able to convince others. Your confidence should show in your discussion. But do not over do it to the extent that you seem arrogant and stubborn and you intimidate your audience.
6- Start by putting in mind that you could be wrong. Yes you have to have a strong convincing argument and you have to be confident, BUT always put in mind that there is a possibility that you could be wrong. After all no one is always right
7- DO NOT DISCUSS SOMETHING THAT YOU KNOW NOTHING ABOUT. Never get into a conversation when you do not know anything about the discussed topic, especially if it is something you should have read about before discussing.
8- In business deals do not over price or under price from the beginning to avoid getting into debates that will force you to sell with little or not profit. In short, be honest and not greedy. If you are known for your honesty, people will not discuss your pricing because they will know from the beginning that you are pricing fairly.
9- Always stay calm and have eye contact with your audience. Do not ever turn a discussion or conversation into a fight.
10- Do not start a conversation putting in mind that people HAVE to be convinced of what you are saying. There is no have to! Do not try to force them. Be content if the conversation ends by both parties keeping their opinions and stay friends. You do not have to make enemies from people who disagree with you.
11- BE HONEST. If you know you are lying or that you are trying to cheat people into something or trying to convince others of something that you know is not true, you will never be able to be persuasive. Even if you do for a while, people will eventually know that you are not honest and they will never believe you again, even if by chance you happen to be saying the truth.
12- DO NOT jump into people's mouths. Interrupting people while they are still talking is very offensive. Let them finish and then discuss and comment. This will even give you a better chance to answer back every point and convince them of your point.
In short being honest, polite, calm and having a strong argument are the keys to being persuasive.
You can be persuasive without being offensive and without being looked at as arrogant, stubborn and the kind of person who always wants to rule and control.
How?
1- Understand people. Not all people are alike and not all people accept the same way of treatment and conversation. So the first step is to understand your audience. Know what intimidates them and what makes them listen. Always use the right way to get their ears. If you manage to make them listen then there is hope they will be convinced of what you say if you have a good argument.
2- Do not be offensive. Do not loose your temper if people disagree with you. Do not use words like: you do not understand / don’t be stupid / of course not / You are wrong. And do not start the conversation by assuring that your listener is wrong or that you are angry with him or that there is no hope that you could change your mind or compromise.
3- Listen. Do not start a conversation with your mind set that you are 100% right or that you will not meet half ways or compromise. If you want to be heard then you have to listen.
4- Convey your message clearly. You have to be able to speak clearly and have a strong argument. If you can not express yourself or you do not have a strong basis for what you are saying then definitely you will loose your audience.
5- Be confident but not arrogant. You have to be convinced yourself of what you are saying to be able to convince others. Your confidence should show in your discussion. But do not over do it to the extent that you seem arrogant and stubborn and you intimidate your audience.
6- Start by putting in mind that you could be wrong. Yes you have to have a strong convincing argument and you have to be confident, BUT always put in mind that there is a possibility that you could be wrong. After all no one is always right
7- DO NOT DISCUSS SOMETHING THAT YOU KNOW NOTHING ABOUT. Never get into a conversation when you do not know anything about the discussed topic, especially if it is something you should have read about before discussing.
8- In business deals do not over price or under price from the beginning to avoid getting into debates that will force you to sell with little or not profit. In short, be honest and not greedy. If you are known for your honesty, people will not discuss your pricing because they will know from the beginning that you are pricing fairly.
9- Always stay calm and have eye contact with your audience. Do not ever turn a discussion or conversation into a fight.
10- Do not start a conversation putting in mind that people HAVE to be convinced of what you are saying. There is no have to! Do not try to force them. Be content if the conversation ends by both parties keeping their opinions and stay friends. You do not have to make enemies from people who disagree with you.
11- BE HONEST. If you know you are lying or that you are trying to cheat people into something or trying to convince others of something that you know is not true, you will never be able to be persuasive. Even if you do for a while, people will eventually know that you are not honest and they will never believe you again, even if by chance you happen to be saying the truth.
12- DO NOT jump into people's mouths. Interrupting people while they are still talking is very offensive. Let them finish and then discuss and comment. This will even give you a better chance to answer back every point and convince them of your point.
In short being honest, polite, calm and having a strong argument are the keys to being persuasive.
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