In front, Melanie Reeves, left, and Darren Strickland, center, present a $7,000 check from Chattanooga Mortgage Bankers Association to Tim Simpson, director of Hope for Chattanooga's Harambee Housing program. Behind them are Cheryl Whitehead, MBA president, and Todd Savage, treasurer. Click on all our photos to enlarge.
photo by Irby Park
Chattanooga Mortgage Bankers Association (MBA) members heard motivational speaker Vincent Phipps discuss ways to improve communications and presented a $7,000 check to Hope for Chattanooga to help provide housing for those in need.
The check represented proceeds from the MBA annual fund-raising golf tournament and was some $2,000 more than last year. Accepting the check in behalf of Hope for Chattanooga was Tim Simpson, director of Hope’s Harambee Housing Services which promotes homeownership which it believes strengthens families, neighborhoods and cities.
Hope for Chattanooga, a Christian-based organization, seeks to change lives by providing leadership development, economic stability, educational opportunities and affordable housing.
Mr. Phipps, with TLC, Talk Listen Communicate, LLC, spoke to the mortgage bankers about the importance of communicating on the job and described ways to improve communications.
Emphasizing the importance of “how you look,” he said the first impression or opinion of a person is not when you meet and shake hands, but when you first see the person, The initial opinion comes in the first few seconds with an opinion formed as soon as you see the person.
Opinion may be based on how the person stands, walks or gets out of a car. Opinions may be formed very quickly with very little information and the initial impression can make or break a relationship.
The initial approach is important, he said, so “make sure your body language provides a good impression.”
While the first impression may come from what you see, the walk, firmness of the handshake and eye contact, the body language is gone when the first contact is by phone.
When talking to someone on the phone, the opinion formed depends on how the person talks, voice tone, pitch and whether fast or slow. Lowering the pitch and speaking softer and slower tends to convey the impression of being more serious and in control.
He emphasized, “If you want to be perceived as more in control, lower the pitch, speak softer and slow it down.” Talking on the phone, it is tremendously important to present a pleasant voice since that’s all the other person has to judge by.
He suggested “recording yourself and listening to how you sound.”
He discussed the importance of “gathering information about the person you’re dealing with” and challenged the audience to “listen more than you talk. If your job is to help them, you must listen to what they need. Ask questions and listen to what they say.”
Offering suggestions on asking questions, he said, “Ask only one question at a time.” Then after asking the question, “let them answer, let them finish before saying anything.” When you talk to someone and ask questions, never use the word “not” in the question.
As examples, he said never ask “Is that not correct?” or “Are you not thirsty?” Such questions are confusing to try to answer.
Urging his listeners to “improve your skills,” he said, “When you meet someone for the first time, you will make an impression. All you can do is control your actions to create the best impression possible.”
Vincent Phipps, with TLC, Talk Listen Communicate, LLC, featured speaker at the monthly Chattanooga Mortgage Bankers Association (MBA) luncheon, chats with MBA President Cheryl Whitehead at the luncheon. Click on all our photos to enlarge.
photo by Irby Park