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Spoken Word Consultant
What do you do?
I help people have effective, enjoyable conversations. Conversations that allow them to connect with other people in a better way.
Why do you do it?
Lots of people don’t realise that the words we choose often evoke very specific emotional reactions. We can intend one thing and people receive another. I help people understand the responses they get, and the kinds of relationships they are likely to build by choosing some words over others. Then I help people calibrate and flex their language to give different people what they need – we all have different motivators.
Which projects have you worked on?
I specialise in helping organisations build or rebuild trust. Customers can feel their trust has been betrayed, and they’re looking for the organisation to make things better. Or they might not understand what products or choices they have. I help the organisation look at the interaction from the customer’s point of view. What would the customer like to happen in the conversation? How would they like to be treated?
Which project are you most proud of?
Probably the work we did with HBOS. They wanted to save 100 million pounds over three years. The work we did with their contact centre team saved them 500 million pounds in less than one year. The team at HBOS worked incredibly hard and their customers valued them for what they did. On top of that, an external audit rated the team’s calls first in the market.
What do you like to do when you’re not in work?
I’m a screenwriter. I write for film and telly. When I’m not doing that, I like to sit in the sun, eat and watch films – I’ve perfected the art of doing very little!
If you could recommend one book, what would it be?
Where the Wild Things Are by Maurice Sendak – big, adult ideas in a small children’s book.