Mach com skills voice

WORK THE PRESENTATION ‘MAGIC’

How to tell your without losing your audience at slide 2…

Introduction

What are the different types of presentations that you have seen?

Discussion room

What have you found difficult while preparing a presentation What do you find most distracting/deterring in a presentation What are the biggest blocks

Which are the most pleasing points in a presentation (besides the ‘thank you’ slide)

When have you noticed presentations going well The most noticeable positives in a presentation

Care for a laugh?

You can crack it if…

You plan and work out the content accurately You are able to sequence the slides logically You are able to deliver the presentation with confidence You are able to field all discussions and queries with all

necessary back up data


Part 1 – Planning your presentation

Starting blocks

How do you decide what goes into your presentation? Pay attention to any guiding instructions that have come

from your supervisor or the group requesting the presentation

List down the requirements that the presentation must meet List the reports and data that you would need to source

from Use a personal template only if a specific template has not

been provided

Composing your slides

NEVER copy & paste slides from different sources. Be conservative about what goes into your deck Pick an easy to read font face, and keep the font size consistent

for headers and text on all slides Leave room for highlights, such as images or take home

messages Do use ‘AHA’ boxes to highlight specific points that are

critical to business goals

KISS

Keep It Straight and Simple Key points only. No long sentences and certainly NO paragraphs Use tables and graphics wherever logical

Point to note!

Remember that your slides are only there to support, not to replace your talk! You’ll want to tell a story, describe your data or explain circumstances, and only provide key-points through your slides.


Part 2 – The criticality of preparing your content

Let there be laughter…

Preparing your slides (1)

Prepare an Agenda or Table of Contents slide. Ensure that your audience knows exactly what your presentation will

cover, so that, if there is a paucity of time, there could be a choice of what may be left out

The same slide can be placed as the summary at the end of the presentation You can add action items to the slide as a closure to your discussion This makes it easier for a later reminder to those who have endorsed

and given a sign-off for the actions

Ensure a crisp header for every slide Your header should be concise and direct – ideally not more than 3

words

Let the picture or graphics tell the story - minimize the use of text.

This is especially important for reviews and governance decks Nobody has the time to read too much blurb, and everybody has to

be given their slot 1 table with all relevant, well marked facts is the equivalent of 5

pages of text Don’t overload your slides with too much text or data.

On the flip side, ensure that you are chunking the data into logical segments

Go over the presentation several times, cut and pare until you come down to the bare essentials

You are not done until you have at least come to version 1.3



Numbers are sometimes confusing. Ensure that all your graphs and charts are well constructed and not

crowded Never more than 2 – 4 different numbers on one slide Never more than 3 charts on one slide Do use up arrows, down arrows, and indicative colors to convey

positive or negative movement

Check and double check any numbers and statistics that you are placing, if possible, get them endorsed by the concerned functions / departments

Never put up spread sheets on your slide, place a summary and keep the spread sheet as back up (to be shown if required)


Statistics must be handled with care, and are better represented using charts and graphs Charts and tables should be clearly labeled Use percentages or absolute numbers as per instruction, do not mix

or alternate the two Show trends on a separate slide Always use legends and ensure your numbers are clearly visible by

use of font and correct color Segment your information as much as possible – the 4Q is a good

method

Use the same scale for numbers on a slide. Don’t compare thousands to millions or show percentages in one instance and numbers in another

When using data representing different locations/segments, stick to a single location in the presentation

It is wise to cite your source of your data on the same slide as the statistic, using a smaller size font.

It is wise to keep any back up data on excel or spreadsheets ready to hand but hidden


Text should be placed in bullet points only Think statements rather than explanations Clear and easily readable fonts are advised Expansions and explanations are what you should practice and be

able to produce extempore


Point to note!

Remember that your presentation is only as good as the data it carries! If your data is not checked or if it is challenged for accuracy, then you have lost credibility.


Part 3 – How do you structure your presentation

Slide progression

Slide 1 Main highlights and lowlightsSpecific to the period of reviewNumbers to be mentioned if any

Not more than three points in each

They should business critical

Slide 2 ‘SWOT’ 4 Quadrant covering key business parameters of function

(SWOT – Strengths/Weakness/

Opportunities/Threats)

The points should be bulleted and very brief

‘Threats’ should be covered in detail later in the presentation

Slides 3 - 6 Statistics related to:

Revenue, Profitability, Budget, Manpower & productivity, Service levels, Audit trails

Numbers related, and should be conveyed through charts and graphs

Slides 7 - 10 Specifics and analysis on non achievement in business related metrics

Lowlights in slide 1 and weaknesses of “SWOT” slide should be addressed here

You must ensure that all analysis is data driven

There should hard fact reasons and not excuses

No finger pointing, the facts should be the pointer

Slides 11 - 12 Actions underway to address low performance areas

Action plan in accepted format for problem areas not covered earlier

Action plan should have the following:Problem statement

Action proposed

Target dates

Performance target

Responsibility

Dependencies

Note for slides 11 - 12

There should be a clear recap of any earlier action plans. Open actions should be added to the newest version along with status

Challenges

Support required related to interdepartmental delays that have caused failures on critical deliverables

An ‘Exception report’ is advised

Slide 14 Forward plan for the period until the next review

Supply chain dependencies should be mentioned

Any inhibitors (such as staff shortage) must be mentioned

Slide 15 Brief updates and status of projects underway (BB/GB/Kaizen)

Any special mentions of team achievements

Points to note!

1. Presentations to a group larger than 5 members necessarily makes it cross functional, the perspective of the presentation should automatically become ‘big-picture’ rather than function biased

2. This is not a forum for finger pointing or dramatic exposes

3. It is an opportunity to present hard facts and position the status of the business in a factual and realistic manner

4. Anything you present must be confirmed by data, preferably from regular and widely circulated dashboards and reports

5. Give bad news upfront, there is no point in prevaricating – Man up and own up!!

6. Make it a point to run any action plans by your one-downs as well as your one-ups, nobody likes surprises

Exercise

Please read the following case studies, you will need to glean enough information to tell the story in 5 slides.


Part 4 – Delivering your presentation (The proof of the pudding …etc)

A key to seizing the moment is to be prepared This would mean conducting an exhaustive analysis and review of the

topic Carefully building slides that clearly and succinctly convey your message Creating back-up slides with supporting data Rehearsing your slides several times and seeking peer feedback prior to

presenting

The practice run

The practice run

Talk through your presentation to see how much time you use for each slide.

Use the automatic slide transition to the amount of time you want to spend discussing each slide, only if you are sure that timing will be strictly followed

Are you using the right amount of time per slide? Decide which slides you would necessarily need to spend more

Go over the slides which are critical to your team’s performance with greater detail, and ensure that you are conversant with all numbers

Internalizing the contents

Make a list of key words/numbers for each slide Read through the list before you begin Don't attempt to memorize your text, this is not a play with a static script Your words will probably be different each time you practice Think about the ideas, and your words will follow naturally Practice with a closed audience if that is at all possible

Preparation

Someone has to check that all the equipment is in order – it may as well be you

Do prepare hand-outs of any slides or any additional data/reports that you hope to take to discussion

Dress appropriately for your audience Turn off your cell phone, or put it on ‘meeting’ mode and place it in the

charge of a trusted deputy if you are expecting any important calls

The opening

Jump right in and get to the point, as long as the group is ready Give your rehearsed opening statement; don't improvise at the last

moment Use the opening to catch the interest and attention of the audience Stick to your slides and what they contain, do not ad-lib Briefly state the problem or topic you will be discussing and summarize

your main theme to place it in context, so that all members of the group are on the same page

Use time effectively, and do not go over your allotted time

Speaking style

Talk at a natural, moderate rate of speech and project your voice Speak clearly and distinctly and always repeat critical information Pause briefly between slides Don’t read the slides aloud. Your audience can read too and faster than

you can talk. Be polite, always. There will always be interruptions, but welcome these

rather than reject them

What your body says…

Keep your eyes on the audience, speak directly to anyone who speaks to you

Use natural gestures and keep your focus on getting your slide points across

Avoid looking at your notes. Only use them as reference points to keep you on track. Talk, don’t read.

Smile whenever you can

Don’t turn your back to the audience. Don’t hide behind the lectern.Don’t cross your arms, it is a closed postureDon’t keep your hands in your pockets, it denotes nervousness or a lack of confidence

Attitude, energy & demeanor

Energy is the key, it makes your audience sharper too Show enthusiasm. Nobody wants to listen to a dull presentation. Explain

points as you would to a friend you respect Involve your audience. Ask questions, make eye contact, and use humor. Be flexible, and jump to previous slides if a member of the group wants

to see it again Don’t get distracted by audience noises or movements. You’ll forget a minor point or two, you will lose your train of thought.

Everybody does. An extended discussion on a particular slide may mean you need to skip

less important slides in order to get back on track in terms of covering all of your slides. In some cases, you may even forgo covering all of your slides because the discussion on a particular aspect of your presentation is going really well.

Question time?

Questions are good – so always hope for a few questions at the end of your presentation

Don’t make the mistake of not being able to answer a senior manager’s question during your presentation. Executives want to be sure you understand the consequences and implications, and that they can trust your analysis and recommendations This is where practice helps, especially if you have anticipated

potential queries Always go to the slide which would illustrate the answer to your query,

and do use your back up data slides if it will help give a convincing answer This speaks greatly of your preparation

If you can’t answer a question, say so. Don’t apologize. Just say “I don’t have that information. I’ll try to find out for you.”

Point to note!

“Senior people don’t have time to learn about your topic. They just want to know how they can help you.”

Remove extraneous information that could take your discussion off track or cloud your main points.

The more simple and forthright your presentation is, the easier it will be for your executive audience to understand how they can help you and move things forward.

Example: ‘Pure Concept’ or ‘Idea’ slide

The Operation Funnel: Operational Excellence results from addressing aspects of the business on an end-to-end basis

Demand Management

Operations Management

Workforce Management

Volume 1

Volume 3

IVRWeb

Volume 2

Volume 4

“Manage the Pipe”:• Hiring- right skill to match end customer

experience .• Forecasting- Accurate and timely forecasting

of volumes across various lines of business.

“Fix the Pipe”:• Training- Right content, appropriate

training methodology and duration.• Ensure volumes are not dropped/leaked

improve closure rates, improve service quality.

• Improve the efficiency and effectiveness of the operations.

ProcessedVolume

Close the “drip”

Customer Experience

“Clear the Pipe”:• Ensure customer

expectations are appropriately set and met

• Encourage & educate customers to use channels like web /IVR etc.

“Manage the Cleaners”:

• Appropriately leverage staff to maximise assets and put right people at the right place at the right time

“Enable the Cleaners”:

• Provide the right tools and support to drive the right outcomes

Tools/IT Management

BusinessManagement

“Set the Pipes”:• Manage the operation end-to-end including

decisions on how many channels of service, which services to be offered via non branch deliver channels like phone, email, web, IVR, hours of operations.

VOC

VOC

VOC

VOC

Example: ‘Concept’ or ‘Idea’ slide with transaction specifics

PHASE IIIParticipants’

presentation to Panel of Sr.Management.

3 Phase program involving TLs, Managers and Sr. Management

Measurements and Tracking

Metrics Improvement

Weekly Implementation Tracking

Post -Test

Pre- Test

PHASE II8 Weeks implementation-Manager signoff

Participants to commit on improving 2 metrics.

PHASE I

40 hours (5 Days) Instructor Led Program

TLs

Mgrs

Sr. Mgmt

Star Certification

Example: ‘Reporting’ or ‘Fact’ slide(making effective use of table & colors to denote different levels of performance)

Performance Summary – Training

Yield Trend

Attrition split

Process Target Yields Target Effectiveness (CSAT – 30 days)

Vijayawada 80% 91% 85% 87%

Bangalore 80% Ongoing 85% 86%

Hubli 80% 78% 85% 86%

Indore 80% 78% 85% NA

Kochi 80% 76% 85% 89%

Kolkata 80% 42% 85% 86%

Bhubaneshwar 80% 90% 85% 80%

Siliguri 80% 71% 85% 87%

Trichy 80% 81% 85% 89%

Vodafone 80% 72% 85% 86%

Kolkata : ( 48% VOL and 39% INVOL certification failures)

Yield for 1 KOL batch with 18 HC @17% : 47% abandon and 40% Certification failures & 1 BEN Batch dissolved ( 13 VOL attritions)

Siliguri : 56% VOL and 44% INVOL ( Tollgate & Certification failures)

Kerala: 1 Part timer batch dissolved with 10 attritions – 6 abandon and 4 tollgate failures

Hubli: 2 batches one with 92% and another with 62%(8 attr – 5 abandons and 3 tollgate failures)

Indore: 3 batches with 6 attritions : 63% VOL and 38% INVOL ( Certification failures)

Example: Very comprehensive ‘4Q’ slide

EQ Scores

88.4

90.6

92.0

85.0 86.0 85.0

82.9

86.7 86.7

78.0

80.0

82.0

84.0

86.0

88.0

90.0

92.0

Mar-11 Apr-11 May-11

EQ score from March to May

Pre POP PGC

T r e n d s

S.NO

ISSUE ROOT CAUSE

1 No Tagging 100% calls are not tagged due to delay tagging happening after 10pm

2 Complete information

1. Rushing through the calls. 2. Right TAT not provided to

customers.3. Miss of total information pertaining

to enquiry4. Charges not getting information for

VAS services.

3 Security check Lack of attentiveness on calls and process knowledge

Analysis

S. NO ISSUE IMPROVEMENT PLAN RESP TIME

LINE

1 No Tagging

no tagging data is published and action taken as per ZTP

Quality / Training

/ Operatio

n

Ongoing

2. Complete info

1. Refreshers planned for reduction of the same.2. one on one discussion.3. Trainers will provide TAT information in briefing and debriefing.4. TNI sharing on specific to outliers

Quality / Training

/ Operatio

n

Ongoing

3 Security Check

Refresher planned for outliers

Training/Quality

Ongoing

Action Plan

44

FATAL count May fatals April fatals March fatalsSecurity Check 7 6 0Accurate Information 4 1 0Tagging 9 7 8Full and Completeness of Information 43 23 0Professional Behavior 3 0 0Total count of FATALs 66 37 8

Example: Ineffective ‘Data’ slide(very cluttered and over informative)

Pre Process Training Yield

T&M BLR - (MTD): 81.8% (247 / 302), YTD: 79.7% (1188 / 1490)T&M MUM - (MTD): 86.2% (262 / 304), YTD: 86.2% (1198 / 1389)

BFSI BLR - (MTD): 92.3% (60 / 65), YTD: 88.0% (278 / 316)BFSI MUM – (MTD): 64.2% (79 / 123), YTD: 73.2% (303 / 414)

Blr Vol Attr Invol AttrnApr 6.5% 15.4%May 10.7% 15.3%Jun 11.7% 14.1%Jul 7.5% 7.2%Aug 10.4% 1.3%Sep 11.2% 5.2%

Top3 Attrition Reasons - Bangalore

PP Failure : 4.1% (15 / 367)

Abandoned : 3.8% (14 / 367)

Personal Issues: 2.2% (8 / 367)

Top3 Attrition Reasons - Mumbai

Health Issues : 3.7% (16 / 427)

Personal Issues: 3.7% (16 / 427)

PP Failure : 3.5% (15 / 427)

Mum Vol Attr Invol AttrnApr 6.0% 4.3%May 4.3% 11.8%Jun 7.8% 5.8%Jul 12.3% 6.0%

Aug 15.1% 5.9%Sep 13.3% 6.8%

Process Batch Type Input Vol attr Invol attr BGC Fail Output MTD % MTD% w/o BGC

AGL Non Impact 65 5 0 0 60 92.3% 92.3%

BskyB - BB Non Impact 41 5 2 0 34 82.9% 82.9%

BskyB - CS Non Impact 22 2 1 0 19 86.4% 86.4%

BskyB - TS Non Impact 20 1 0 0 19 95.0% 95.0%

Foxtel Non Impact 29 5 0 0 24 82.8% 82.8%

TTBB Non Impact 130 13 16 0 101 77.7% 77.7%

TTBB-Bentley Non Impact 60 10 0 0 50 83.3% 83.3%

367 41 19 0 307 83.7% 83.7%

Process Batch Type Input Vol attr Invol attr BGC Fail Output MTD % MTD% w/o BGC

British Telecom Non Impact 5 0 0 0 5 100.0% 100.0%

LBG Go-Coll Impact 67 22 10 0 35 52.2% 52.2%

LBG Go-ER Non Impact 11 0 0 0 11 100.0% 100.0%

LBG Go- Ins Impact 11 3 2 1 6 54.5% 60.0%

I-Bank UK Non Impact 23 2 1 0 20 87.0% 87.0%

O2 Impact 23 3 3 0 17 73.9% 73.9%

BSkyB CR Non Impact 8 0 0 0 8 100.0% 100.0%

BskyB - CS Non Impact 18 1 0 0 17 94.4% 94.4%

BSkyB RTM Non Impact 12 1 0 0 11 91.7% 91.7%

BskyB - TS Non Impact 25 0 0 0 25 100.0% 100.0%

TTBB Non Impact 82 9 5 0 68 82.9% 82.9%

TTOT Non Impact 29 2 0 0 27 93.1% 93.1%

TTVF Non Impact 30 5 3 0 22 73.3% 73.3%

Unirush Non Impact 11 2 2 1 7 63.6% 70.0%

Vodafone Email Impact 62 8 1 0 53 85.5% 85.5%

Vodafone WC Impact 10 1 0 0 9 90.0% 90.0%

427 59 27 2 341 79.9% 80.2%

794 100 46 2 648 81.6% 81.8%PP MTD

Blr MTD

Mum MTD

Forecasted, Offered and Answered

PGC Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10

Vodafone SL 89.5% 90.59% 92.19% 90.58% 88.9% 90.36%

Firstsource SL 89.5% 90.95% 92.19% 90.58% 90.4% 90.36%

0.00

0.02

0.04

0.06

0.08

0.10

0.12

0.14

Call

volu

me in

(M

ns)

0%

20%

40%

60%

80%

100%

120%

Variance in

%

Forecasted 0.12 0.13 0.12 0.12 0.12 0.11

Offered 0.12 0.12 0.13 0.12 0.12 0.10

Answ ered 0.12 0.12 0.13 0.12 0.12 0.10

Offered VS Forecasted 97% 97% 109% 101% 101% 86%

Answ ered VS Forecasted 96% 95% 106% 98% 99% 85%

Answ ered VS Offered 99% 98% 97% 98% 99% 99%

Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10

Postpaid SLs consistently well above targets

CIRCLES PROCESSNO OF BATCHES

Nos AVG BATCH SCORE

On call scores

CSAT INTERNAL AUDIT TAGGING % ACHT ATT FCR

Target for PEP and POP PEP-60%POP-60%

PEP-90%POP-92%

PEP-75%POP-85%

PEP-100%POP-100%

PEP-120POP-180

PEP &POP 85%

CHENNAI PEP 2 25 83% 68% 88% 69% 89% 179 163 97%

ROTN

PEP 8 148 87% 69% 88% 77% 91% 171 133 99%

POP 1 15 89% 76% 92% 80% 94% 185 162 94%

KL PEP 2 31 86% 76% 82% 76% 102% 146 134 99%

AP

PEP 5 90 84% 72% 86% 70% 132% Data yet to rec

Data yet to

rec

Data yet to rec

POP 1 19 84% 66% 87% 75% 120%Data yet to

recData yet to

rec

Data yet to rec

KOL PEP 2 31 91% 76% 95% 80% 98% 143 166 94%

ROB PEP 3 36 90% 74% 94% 79% 97% 145 167 92%

KAR PEP 2 37 75% 64% 82% 635 120% 150 150 100%

Training Effectiveness - Dec

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