B. Hartzer – what matters is what the ‘customer’ perceives

Below is my Australian Financial Review, Letter to the Editor this past Tuesday, on a video clip on ‘How we’re responding to AUSTRAC issues’, by Brian Hartzer, Westpac Banking Corporation CEO, who lost his job yesterday.

On reflection, Hartzer might still have his job if he understood that ‘what the customer perceives is what matters’.  In this case the customer is the community.

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Ken Henry’s 7:30 ABC interview body language, deconstructed

During his interview with Leigh Sales (7:30, ABC TV) on 7 February 2019 , Ken Henry, with the blow-torch of negative scrutiny squarely trained on him, grudgingly, showed cracks in his arrogant self-presentation.

Henry’s initial, pained countenance, downward gaze and mumbling speech at the start of the interview, was akin to a shameful, sheepish schoolboy in the principal’s office having to explain his poor behaviour.

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What’s needed to know something in a deep versus shallow way

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I was having a coffee with a participant who had been enrolled in one of my past sale presentation programmes.

He discussed how over the past few years he came to really appreciate and know the importance of ‘less is more’ communication. That is, using less words/omitting needless words in the delivery of your spoken messages, has more impact.Continue reading

Kevin Rudd’s body language reveals it’s all about him.

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“It’s still all about Kevin.” This was Nick Xenophon’s apt comment about Kevin Rudd’s farewell speech in the Australian Federal Parliament last week. With the melodramatic speech, Rudd revealed how much he is taken with himself. Continue reading

Rudd still the phony, in his final speech

Last night in the final, major speech of his political career, Kevin Rudd chose to speak of the values of the Australian democracy, and the great values of the Australian Labor Party – to avoid and deflect his own responsibility for his party’s defeat in the federal election.Continue reading

Commanding Abbott beats Nervous Rudd

Leaving aside who won the battle of the ideas, in last night’s leader debate, the person – who won the battle of the body language, speaking and presence, consistent with a leader of state who is a top performer – was Tony Abbott.

I scored:

Tony Abbott: 8/10           Kevin Rudd: 6/10

Abbott has made some major changes in his debate presentation.

Abbott’s positive moments were numerous and included:

  • His articulate, measured delivery in his closing speech, painting a positive vision for Australia and her people. He marked himself as a leader with his reflection back to his first speech in Parliament and his use of ‘we’re lifters not leaners’ statement.
  • His ‘ownership’ and occupying of physical space and his overall commanding presence, at and around the lectern.
  • His measured speaking cadence. There was a touch of Obama in his delivery.
  • In the moment ability to retort to Rudd’s statements, and having the confidence to look at Rudd when Rudd was speaking.
  • Not needing to look down to his notes when speaking. (This is a major positive change in Abbott from prior debates).
  • No displays of the pugilistic, extended jaw, brawler from prior debates.
  • Elimination of ‘uhm’ fillers in his delivery. (Another major positive change).
  • The use of rhythmical phrasing in explaining his points.

Abbott’s negatives were few and included:

  • His flair for the obvious, first statement in his opening speech. Something to the effect of, “This is a debate between myself and Mr Rudd.”
  • His artificial, scripted, stern facial expression at the end of his opening speech.
  • Overplaying his measured speaking delivery.

Rudd’s positive moments were almost absent. He did make some on the spot retorts to Abbott but they were limited.

Rudd’s negatives included:

  • A poor, nervous, first 30 seconds to his opening speech. His voice was weak and thin. He rushed his delivery and face was pasty. Overall he looked dazed, unprepared and caught off-guard when the moderator invited him to open the debate.
  • Mispronouncing words, clipping the ends of words and syllables in words. He seemed distracted. It was as if he thought he could just wing the debate, but his face, body and speaking were undermining him.
  • The need to look at his notes particularly for his opening and closing speeches. This indicated that he was not ‘across his brief’ and consistent with the unprepared affect he displayed.
  • Artificial over-gesturing that distracted attention from his words and ideas. Rudd, who in my view has regularly concocted and scripted his gestures to ‘play well with the audience’ now seems unable to speak without them.
  • Not having the confidence to look at Abbott while Abbott was speaking. Rather he ignored Abbott and gazed downward at his notes. In effect, the lingering affect was that Rudd wasn’t tough enough to look at Abbott – wasn’t tough enough to face-up to Abbott’s verbal assaults.
  • A rushed delivery and lack of vision in his closing speech.

Kevin Rudd’s final speech as PM, part one. His mask finally slipped

At his final Press Conference as Prime Minister last Thursday, Kevin Rudd initially joked about the large size of the gallery, to hide the enormity of his anguish. He tried to hide himself with his innumerable ‘I’m proud of the fact’ statements. This was his final chance to catalogue, technocrat style, his achievements – to, in effect, say, ‘look at all I’ve done for you. . .why don’t you appreciate this . . .why am I being dumped’, but his voice, eyes and face weren’t playing along.Continue reading