How To Use AI As A Coach – Sales Hacker Guest Post
Over the past couple of months, the increasing presence and applications of AI have sent many minds for a spin. Many professionals I have spoken with are desperately trying to understand the connection between AI and human interaction. For some, this new technology can feel especially threatening. For others, it can feel incredibly exciting, unlocking whole new worlds of possibility. At Virtual Sapiens, we believe there is magic to be had when AI and humans interact, working together each with their strengths, to overcome certain weaknesses. One application of AI highlights this possibility quite clearly – and that is in using AI as an aid to coach at scale. I teamed up with Sales Hacker, a dynamic community with over 60,000 sales professionals, to dig a little deeper into the ‘how’ of using AI as a coach, from a sellers and sales manager’s perspective. Imagine the power of using AI as a tool, not to replace sales professionals and sales managers, but to support them in the ongoing need for personalized coaching and feedback, delivered consistently and without bias, across sales teams. Now that is 🤯 🤯 🤯 Check out the full scope here. ***And yes, that image was created by Dall-E 😜***
New Study Backs The Power of Nonverbals on Video
More research is being done everyday to support greater efficiency in our new world of work. As we know intuitively, communication is at the core of any successful business. Whether this communication is happening in person, over video, or a combination of both, a clear understanding of how to communicate effectively is essential. Business Insider released a new study led by BetterUp’s Lead Scientist, Andrew Reece. This study goes into a deep dive of the platform’s 1:1 coaching conversations, all happening over video, studying the impact of different nonverbals (both body language and vocal) during video calls. Our work at Virtual Sapiens is built on the shoulders of behavioral science, anthropology and the increasing amount of new research that focuses specifically on interactions over video. One finding from this study jumped out at me immediately, and it revolves around ‘active listening’. This includes nods, head shakes, head tilts. It includes various changes in emotion and expressivity as well as certain vocal bursts (mhmm, ahs, ohs etc.). Our focus on the back and forth elements of conversation set us apart from other AI coaches which bias towards the behaviors of the user as active speaker only. On video, vocal bursts can be hard to pick up on since the audio typically focuses on the primary speaker. Our body language on the other hand, is on display consistently. This means it is a powerful way to build trust, rapport, and likeability on video: “Better-rated conversationalists nodded “yes” 4% more often and shook their heads “no” 3% more often. They were not “merely cheerful listeners who nod supportively,” the researchers note, but were instead making “judicious use of nonverbal negations.” Translation: An honest and well-timed no will score you more points than an insincere yes. Good conversationalists are those who appear more engaged in what their partners are saying.“ This study also found no evidence to support the assumptions that people dislike zoom itself. We also believe this to be true. When people understand the skills required to be an engaging conversationalist and speaker on video, this channel can be energizing and help people feel more connected. This stands true when you think about past video calls that were energizing, that left you feeling excited and more connected. If video calls were de facto as exhausting as some people assume, we certainly wouldn’t continue to invest in this space and certainly more of us would be back in the office, and traveling around to meet everyone in person. In conclusion, our work at Virtual Sapiens continues to become more and more relevant as we move away from the trauma of the Pandemic, and further into a renewed world of work. One wherein we are fluent as communicators both in person, and over video. Leveraging each channel for what they are strongest at – with the overall goal of building a more connected and efficient world. Get started now with a free assessment!
Why Your Height Doesn’t Matter On Video
Height is often one of the first things we pick up on when meeting someone in person for the first time. Historically, height has often been associated with higher levels of power (which we can see influencing the wearing of heels or platforms for both men and women throughout history). In fact, even in recent years, some leaders go so far as having a painful surgery to increase their leg length to acquire more height. Today however, it is not uncommon to meet someone in person, only after you have already formed an initial impression of them virtually. In many ways, video can be a great equalizer in professional meetings. Everyone gets the same ‘square’ of visual real estate, no one sits at the ‘head of the table’ and since we can adjust the lens to frame ourselves fully whether we are on the shorter or taller side, our actual height becomes irrelevant on video. Now – while height itself is not a factor on video, framing is. And the way we frame ourselves matters significantly. When you think about your virtual setup, consider the following aspects: Lens height (at eye level) Lens distance (not too far and not too close) Lens alignment (ensuring your head is in the upper third of the lens, not in the middle) The way you frame yourself can place you at an advantage visually, or at a disadvantage. It is critical to get your framing right. There are many times when I’ve met someone in person who is taller than they make themselves seem on video. And there are times when I’ve met someone in person who is considerably smaller than I would have anticipated. While it is always a powerful thing to eventually meet someone in person, there are SERIOUS benefits to developing an initial relationship over video. There is a lot that rests within your control, and as we know, first impressions matter a lot. Take 5 minutes to run through one of our free assessments to see what areas of virtual presence you might be able to improve during your next virtual introduction – and pay special attention to your framing!
The Economist Picks Up On Virtual Presence
At Virtual Sapiens, we spend a lot of time demonstrating the value and power in investing in your team’s (and your own) virtual presence awareness and skills. The Economist recently came out with with an article focused on ‘Virtual/Screen Presence’ as a competitive advantage in the modern workplace. It is indicative of people starting to understand this critical new competency that there is an article dedicated to it in an outlet like The Economist. This article has a paywall, but the gist can be summed up in this quote from the article: “Since video has become more central to work, it pays to be good at it. Being a star in the video age means having the right set-up, speaking well and listening well. Workers can improve under their own steam, but companies can help, too.” One important point to highlight here, is the emphasis on companies doing their part to invest in supporting their employees in developing a new skill set around communicating effectively on video. Currently, there are a number of assumptions floating around that really get in the way of powerful remote work practices and expectations. For instance, assuming ‘people are experts on video now’, or ‘everyone is used to and feels comfortable on video now’… In addition to these assumptions, there is an absence of clear and well thought out policies for how to use video, and when. Not to mention, there is a tendency to view certain coaching in this space as a ‘nice to have’ instead of a ‘need to have’. In line with all communication and sales training firms that have evolved to meet the challenge of remote work, it is imperative to invest in building skills and awareness around communicating and connecting over video. We’ve said it before, and I will say it again, the companies and teams who recognize this, and who invest either in person-to-person coaching, or some of the leading AI tools in this space (like yours truly), will find themselves at a significant advantage as masters of the virtual room. ‘Today’ is always a good time to take a look at what’s on offer – we start with a free trial to assess the current skill level, and provide personalized coaching options to get everyone the feedback and reinforcement they need. Check in with us or try yours for yourself today – don’t wait until you get left behind!
Why Being Told to ‘Smile More’ Is Missing The Point
It is incredibly hard to give and receive feedback when it comes to facial expressions. This is because facial expressions are one of the most personal aspects of the way we express and communicate with others. Too often, people are told to smile more, or bigger. At its worst, this kind of surface feedback might create a very fake, almost creepy smile that doesn’t reach the eyes, or it can significantly disconnect the speaker from how they really feel in the moment, and create an over reliance on a cheery disposition, even at times when it is not appropriate. At Virtual Sapiens, we are very thoughtful about how we provide feedback on facial expressions. For us, it isn’t about counting how many times you smile. Instead, we have designed algorithms that monitor changes in facial expressions. Our goal is to help you develop awareness around what you are expressing with your face, and when, and to avoid moments of ‘frozen face’ (or…RBF – you can google that one for yourself). Our analysis is based on variance in facial expressions. This way, we can help you build dynamic muscle memory around keeping your face engaged and varying in expression that you decide is appropriate to the context at hand. You can always see how this works for yourself by giving our assessment a free trial! Check out the short video below that dives into the real power of facial expression variation as a true indicator of engagement and communication skill. https://youtu.be/s8ufCkHDZKc
Top 25 Future of Work Blogs
In a recent conversation with a prospect, I was told: “I can tell you that every fintech company is looking at how to use video. (…) There is a ton of activity in this space so if you can tailor your value prop to this it could become compelling.” What this statement brings to light, is every company’s mad dash towards figuring out what on earth tomorrow will look like, let alone the next 5-10 years. While the entry of ChatGPT onto the market has taken much of the focus and energy (and rightly so given it’s exciting, and terrifying, presence), there are many other trends to keep a sharp eye on. In particular: The way people connect and communicate, the use of video not only in live video conferencing, but in asynchronous, marketing and sales efforts. The balance of remote/hybrid work and how to build culture effectively The constant evolution of demographics and how recruiting can keep up On our blog, we focus on the evolution of communication, the intersection between humans and AI and of course, the use of video as core to the future of work. We are proud to have been selected as one of the top 25 Future of Work blogs to follow along with other top names in the space. Check out the others here and let us know what future of work questions are on your mind!
The Real ROI and Power of Posture
Posture is one of the very first metrics we developed at Virtual Sapiens. With our assessment and in-call Sidekick tools, our AI can tell if you are slouched forwards, backwards, or off to one side. The main reason we started with posture, is that it is a very ‘loud nonverbal cue’ AND our required use of computers, tablets and iPhones’ have dramatically increased poor posture and ‘Tech Neck’. Whether you like it or not, your posture is always sending a message. Developing awareness around moments when your posture droops or falls can be a significant advantage in terms of controlling the impression you send to others. Intuitively we know that good posture is supportive of (and thus associated with) better health and longevity. Research also links posture with confidence, both in the signals we project to others, and also in the way our posture affects the way we feel about ourselves. Recently, additional studies have been added that further support the relationship between posture and a felt-sense of confidence. In this study, we see that our posture affects our own self-evaluation. With participants reporting more confident and positive self-evaluations when writing with upright and open postures, vs. more negative self-evaluations with closed off/stopping postures. In this study, we saw participants who typically under-performed or experienced high anxiety/stress during math tests, performed significantly better when they applied themselves in an open and upright posture vs. closed and stopped. We understand the links between felt-senses of confidence and the confidence we project. This is particularly critical for professionals who have to perform under pressure, who have to show up and pitch clients on value and trustworthiness etc. Understanding the power of posture both as a critical support of our physical and mental health, allows us to see the immense value of this seemingly simple nonverbal. There are two things that are active barriers to improve posture: 🖥 Our reliance on screens for hours and hours in a day, actively draws our head forward, thus instigating the foundations of poor posture.🧎🏻 Rewiring ages old habits, requires frequent and consistent reminders, ideally in the actual moment of stopped posture itself. While it would be wonderful to have colleagues and friends around us to poke and prode us into good posture, at Virtual Sapiens, we figured having a subtle, private coach in your corner would be more convenient, and effective. Our real-time nudge technology meets professionals where they are, helping them build new muscle memory to support better business outcomes. If you or your team could benefit from a dose of improved posture (which let’s face it, everyone could!), let’s chat.
When Filler Words Can Actually Be Helpful…
Filler words…the trendiest metric most AI tools will measure. But are they really that bad? Wouldn’t it sound robotic if you didn’t using a single ‘um’, ‘ah’ or ‘you know’? Understanding the psychology behind filler words can help us understand why we might want to avoid them for the most part…but also why we might indeed want to use them strategically in certain scenarios. Why We Tend To Use Filler Words In general, we fill pauses, or gaps in sound with ‘filler words’. Instead of pausing, taking a breath, and continuing with real, meaning based words, we say something like ‘um’, ‘uh’, ‘ah’. Instead of finishing a sentence as a statement, we will often add a ‘ya know?’ Why We Want To Avoid Using Filler Words It’s easy to see how vocal expressions like this can really detract from a message delivered with clarity and authority. With these examples in mind, becoming more aware of the types of ‘vocal fluff’ we use and when, is important. Ultimately, we want to have a clean, clear and crisp vocal presence. You can check out our video on the subject here, or below. BUT… https://youtu.be/nAABpkgPKM0 Why We Might WANT To Use Filler Words There are also scenarios in which adding in some filler words can be helpful: 📢 If you are getting interrupted a lot. Maintaining the speaking baton with a well leveraged filler word can help you maintain the vocal floor. 💛 If you are trying to speak more colloquially, to a colleague or a friend, having less than perfect vocal real estate can help people build rapport. It’s for these two reasons that we find filler word counters so tricky. Without knowing the exact context and intention, some filler words sometimes can actually be helpful. This being said, if you are delivering a speech, a recording, a pitch, it is always best to go with the cleanest vocal presence possible. When every word counts, and when pausing can really accentuate authority and confidence – you don’t want to lose expensive real estate to unintentional filler words. What do you think? Try out our Virtual Presence Assessment tool to see how you do in our other nonverbal communication metrics.
The Difference Between Intonation Variation and Uptalk
Vocal cues are a core element of nonverbal communication. The way we communicate specific words adds important nuance to the message we send. Included within vocal cues, are qualities like: 🔊 Volume📈 Intonation variation⬆️ Uptalk (also known as uptick or upspeak)🛑 Pausing🐌 Pacing (Speech Speed) Although there are others, these are certainly some of the most powerful ways to add nuance and conviction to what you are saying. In most cases, you can completely change the underlying meaning of what you are saying, not by changing the words, but by changing the way you say those words. While most of the above are intuitive to understand, intonation variation and uptalk deserve a little more attention. Varying your speech is a total vocal power move. You can keep your audience more engaged, add clarity around your intention and feelings behind a message and ensure your message is landing with maximum impact. However! Oftentimes, people will incorporate an increase in intonation at the end of statements or sentences, with the tone going ‘up’ at the end, mimicking the format of a question. Indicating when something is a question is, of course, a critical component of our expression. However, if we are expressing a statement, or opinion, and do not want to introduce doubt or display lower authority, we want to ensure that our attempts at vocal variation don’t turn into uptalk. Check out this video for some examples of how you can use intonation variation effectively, without introducing uptalk and doubt, into your speech. You can see how you perform in the category of vocal intonation by running through a free assessment here. https://youtu.be/HG55pksxDlc
The Uncanny Valley of ‘Eye Gaze Redirect’ AI
The Nvidia ‘eye gaze redirect’ feature has been causing a stir. Apple also has this option for FaceTime. In essence, this application of AI redirects your eye gaze to make it appear as though you are looking into the lens at all times when you are on video. At first glance, this might seem like a total no-brainer since eye gaze is so tricky on video. When we pull the hood back however, we can see some real issues with this significant adjustment to something that is in fact, highly nuanced, and personal. The way we express with our eyes is idiosyncratic, meaning that everyone has a different ‘eye contact cadence’. The following are just a smattering of examples of how people vary their eye gaze, with each person having their own flavor.👁️ Blink rate While there are average blink rates, people blink differently and at a different rate, there are also a number of nonverbal cues that can be derived from changes in someone’s blink rate). 👀 Looking away and to the left/right/up or downWhether it’s to the left, to the right, upwards and to the right etc. people have unique habits around these that add flavor to our facial expressions and delivery. 😳 😏 Eye widening or narrowing (Squinting)To express interest, surprise, shock, slyness/mischievousness etc., the way we widen, narrow or squint our eyes is a critical component of expressing that clearly. Unsurprisingly, current AI eye gaze redirect technology is binary – adjusting eye gaze to look directly into the lens. No matter what. This presents a big problem because we are losing all of the above eye gaze cues, and more. The tech doesn’t know if you intended to look away or not, but it will keep your eyes fixed into the lens. This is creepy. (Take a look at the couple of images below for examples) There are really only three reasons* why one would wish to not break eye contact with someone, and they are: If you are attracted/amorous of someone (you literally can’t take your eyes off of them) If you are under threat (You won’t allow your enemy out of sight) If you are about to attack (You won’t take your eyes off of your target) *shudder* None of those sound like appropriate behaviors during a professional video call. This is troublesome…and we haven’t even touched the ethical issue of deception. If I am talking to someone who is distracted or multitasking as shown above…I want to know. This is critical information as I am spending time building a relationship over video. Will this tech evolve? Necessarily. But for now, at Virtual Sapiens, we like to focus on using AI to help the actual humans develop skills they can own fully, helping them be intentional about when they look into the lens, and when they don’t. Avoid the uncanny valley of unblinking, arbitrary, direct eye gaze and instead, learn how to enhance your personal eye contact cadence for both in-person and video based interactions. *Source: Desmond Morris, ‘People Watching’