Executive-Ready Presentations - wavelength.trainingwavelength.training/wp-content/uploads/2017/03/2017_ERP_resource... · How International is Your Body Language? 11 ... (teleconference)

Executive-Ready Presentations

Online Resource Guide

www.wavelength.training

Resources

Presenting to Groups © Wavelength, 2016

Contents

When You’re Not Presenting Face-to-Face ............................................1

Techniques to Enhance Virtual Presentations 2

Presenting to an International Audience ................................................6

Some Tips for Speaking International English 6

How International is Your Body Language? 11

Using Charts, Tables and Graphs in Visuals ..........................................13

Resources

© Wavelength, 2017 Executive- Ready Presentations Resource Guide 1

Reso

urce

s

When You’re Not Presenting Face-to-Face

These days more and more presenters deliver presentations to virtual audiences. Two common vehicles they use when presenting at a distance are:

• the telephone (teleconference)

• the web (using a meeting application)

Presenters are faced with an additional set of challenges when presenting at a distance. You might say presenting to a virtual audience is like finding your way around in the dark - you can hear what’s going on around you, but you can’t see what’s happening or what lies ahead.

Audio-based presentations present the greatest challenges because you cannot see your audience and they cannot see you or each other. Below you will find some key tips about presenting at a distance.

Are you making a presentation or running a meeting?Before you go full speed ahead preparing a virtual presentation, ask and answer one question: Are you presenting or running a meeting? Although similar skills are involved, a presentation is more of a performance than a meeting and requires a different approach. If you decide you are delivering a presentation, read on for tips to deliver an effective virtual presentation.

Techniques that work face-to-face and virtuallyLet’s look at what is the same about presenting face-to-face and presenting at a distance. All these good techniques of preparation and rehearsal apply to all presentations:

• Analyze your situation• Clarify your presentation objective• Prepare content based on what your audience needs • Use visuals to SUPPORT your message • Rehearse your presentation out loud• Use notes to guide you• Deliver your presentation with gusto• Involve the audience in your presentation

Resources

2 Executive- Ready Presentations Resource Guide © Wavelength, 2017

Resources

Sending a clear message without body languageOur experience indicates that more misunderstandings can happen during audio presentations because body language is absent. Both you and your audience are at a disadvantage. The audience must rely solely on your words and voice to interpret the message. And you can’t gauge their reaction from their body language.

To send a clear message and sound credible, keep your words, voice and tone in sync. Choose simple, concrete words that your audience can easily understand. Use transitions and label statements to create flow and connect ideas to help your audience follow your message. And most important, ensure your voice and tone support your words. If your tone contradicts your words, people believe what they hear in your voice.

Techniques to Enhance Virtual Presentations

Keep your slides simpleYou will use more slides in a virtual presentation to help keep your audience engaged. However, in the case of slide content, less detail means more understanding.

Remember YOU are the presentation, NOT your slides. Keep your slides moving with your conversation and use your slides to support/illustrate key points only. If you clutter your slides with too many words, your invisible audience will be reading, not listening. If you leave a slide on the screen for too long as you explain all the detail, your audience will get bored. You give them permission to “tune out”.

Try using body language to enhance the interest and appropriateness of your voice and tone. If you are presenting alone, use a mirror to monitor your body language. Remember, your audience can hear you smiling, or frowning. You be the judge of the message you want to send.

T IP

Resources


Reso

urce

s

Use animation sparingly and purposefully. In other words, if you feel bringing points in one at a time helps your audience understand a process or relationship, then that animation has a valid purpose. (Our experience has taught us to use multiple slides rather than add too much animation to one slide.)

Relevant images can help your audience. An image is valuable if it clarifies a point or key message. On the other hand, cheesy clip art and irrelevant pictures only lessen your credibility and professionalism. They also interfere with the audience understanding your true message.

Keep focused on your audienceWhen you deliver a presentation via the telephone (teleconference) you need to focus 100% of your energy and attention on your audience. You need to use your normal presentation techniques and delivery tools plus a few additional tips to keep your telepresentation top notch.

• Start and end on time!

• Welcome people to the presentation as they join the call (if possible).

• Ask individuals to announce their name every time they contribute or ask a question (if you have two-way voice capability).

• If presenting from your office, clear your desk of all unrelated work and distractions. Do not multi task, thinking they can’t see what you are doing. They will hear the distraction in your voice and tone.

• To create interaction, use multiple brainstorming techniques. For instance, ask a question and give them time to jot down their ideas individually (or in a group at their location) on a pad of paper. Then tell them your answers or results. You can then ask them to compare their responses to yours.

• Practice your presentation and record it. Play it back and listen as if you were in the audience. Do you feel interested and involved? Make adjustments to polish your presentation.

• Use supportive body language. Even though your audience can’t see you, using supportive body language will enhance your voice and your overall impact.

Resources


Resources

Keep webinars short, sweet and interactiveWe consider a webinar a combination of four events: a radio show, a television show, a meeting and a presentation.

• Radio: use your voice to carry your message

• Television: keep the screen simple and interesting

• Meeting: use effective facilitation skills

• Presentation: be engaging

The golden rule for all four events: “Keep your audience involved.”

Below are our Ten + One Tips for a successful webinar:

1. Attend webinars to learn how the audience “feels”.

2. Understand your software and hardware thoroughly.

3. Script your webinar word-for-word - and use your script!

4. Use a “control room” team for administrative support.

5. Run a “fake” webinar to ensure everything works – hardware, software, timing and you.

6. Rehearse your webinar in “real time” at least three times (record it to adjust awkward silence, unclear passages and boring spots).

7. Be ready to go 30 minutes before your webinar begins and count down for your audience (i.e. Webinar will start in five minutes...).

8. Have an engaging slide on screen at all times. (Dead air is not helpful.)

9. Always assume your audience can hear you to avoid embarrassing situations.

10. Use an interview/conversation format with two presenters whenever possible.

Plus One: Grab their attention at the beginning and keep them involved – create polls, activities, ask questions. If you don’t keep them engaged they’ll be gone and you will be presenting to no one.

Resources


Reso

urce

s

A funny story with a lesson... We learned a very good lesson about delivering virtual presentations and we learned it the hard way. When delivering our first webinar without any invitation from us, a large gaggle of geese flew overhead outside our window. You can still hear those geese honking on our recorded version.

The lesson learned…arrange to deliver your presentation in as sound- proof and secluded a room as possible. We call it “avoiding the geese.”

Resources


Resources

Presenting to an International Audience

As North American companies reach out to the global marketplace, they are encountering new communications challenges. Presenters now have to simplify their English in order to deliver understandable, effective presentations. In addition, good presenters study the cultures to ensure they do not insult their audience with inappropriate body language and gestures.

The Golden Rule is still the best business advice of all: “Treat others as you would like them to treat you.” And smile – every culture recognizes a smile as positive. Show genuine interest in your listeners and treat their questions and concerns with respect. Learn as much about their culture and the meaning of words, gestures and body language from their perspective.

In this section, you will find some strategies for crafting your presentation and delivering it when speaking to people whose first language is not English.

Some Tips for Speaking International English

Avoid wordy phrasesMost speakers have a “library” of phrases that have become second nature to them. Some examples:

• at this point in time… • in accordance with…• located to the east of New York… • because of the fact that…• in a timely manner… • subsequent to…• on an annualized basis… • despite the fact that…

While these speaking habits are not “wrong”, they can make the task of a non-native English listener much more difficult.

Resources


Reso

urce

s

Choose concise verbsOut of sheer habit, many presenters use drawn out verbs rather than their shorter, more concise alternatives. Some examples:

Drawn-out Verbs: Concise AlternativeWe will carry out an analysis of… We will analyze…We are in agreement with… We agree…They conducted a review of… They reviewed…

Choose strong verbsPresenters faced with the challenge of describing complex processes sometimes retreat to the safety of weak verbs. Some examples:

Weak Verbs: Strong AlternativeOur engineers will involve your Our engineers will interview company’s specialists to gather your company’s specialists to data. gather data.Have the lever in a position that Position the lever within reach.can be easily reached.

Avoid verbalizing nounsNorth Americans have a habit of turning nouns into verbs. This practice is confusing to someone who learned English as a foreign language and who learned many of these words as nouns. Some examples:

• The downturn in Asian economies will impact our financial results. (Try: influence)• We will interface with your systems analysts weekly during the

project. (Try: meet)

While words like impact and interface are often accepted as verbs in our language, most foreign audiences will have learned these words as nouns. Similarly, using a word such as address can cause misunderstandings.

Resources


Resources

Most students of English will first learn that an address goes on the outside of an envelope. Then in our business correspondence, we tell them that:

• We will address their issues• Our representative will address them at their next staff meeting • The issue of costs will be addressed during a one-to-one interface.

Is it any wonder that someone on the other side of the world might be confused?

Minimize use of passive verbsWhen people learn English, they start by learning straightforward sentence structures that have the following active structure:

Actor Action Acted-uponThe manager wrote the proposal

So when they first hear a sentence with a passive structure, they have to stop and figure out who is doing what to whom.

Acted-upon Action ActorThe proposal was written by the manager

While it is practically impossible to eliminate passive verbs completely from technical presentations, good presenters try to minimize their use. The above examples are, of course, very simple.

Try this one:

• The initiation of the project and the acquisition of the necessary resources will be carried out by us.

An alternative:

• We will start the project and we will make sure that the necessary materials are available.

Resources


Reso

urce

s

Avoid using noun stringsPeople who learn English as a foreign language learn to recognize nouns and adjectives. They know that an adjective modifies a noun. However, sometimes we use a noun to modify another noun as in mail truck, systems analyst or computer program. Most foreign audiences cope with this practice.

However, when we use multiple nouns to modify another noun, comprehension problems can arise. An example:

• An organizational change readiness assessment will be conducted by our business transformation management team.

Stay away from sports analogies and idiomsEvery culture has its share of idioms. While these phrases add richness and color to our communications, they simply do not cross borders well. Not only can they confuse foreign audiences, but sometimes they can also offend.

Some examples:

• We’re in this for the long haul…

• This puts us between a rock and a hard place…

• With our technology, you will be able to blast the competition…

• We need to change our game plan…

• Without new technology, you won’t even get to second base…

Balance brevity with comprehensionWhile all presenters seek to achieve a style that is brief and to-the-point, for their foreign listeners, a presenter sometimes needs to add words in order to be more explicit.

Resources


Resources

• The word ‘that’ Used as a conjunction between a primary and a subordinated

sentence core, we often omit the word that.

We heard their bid was successful.

For foreign readers, however, the following structure would be more helpful.

We heard that their bid was successful.

Use bridging words liberallyIn their quest for conciseness, many presenters in North America have been taught to omit bridging words or phrases. However, these words can be helpful to a foreign listener who is struggling to follow the flow of meaning in a business presentation.

Some examples:

• First, we will analyze your situation; second, we will prepare a proposed plan of action; and finally, we will implement the new system.

• The project has been completed more quickly than we expected. As a result, you will receive the final report next week.

• Because the network has been expanded, we can extend the service to 20,000 additional customers. Consequently, you will achieve your financial goals for the following year.

Shorten your sentencesSentences with more than two sentence cores put extra strain on the reading and translating abilities of foreign listeners. While a multi-core sentence may be quite clear to a native English speaker, a foreign listener may struggle not only to translate each word but to translate a sentence structure which may be very different from that used in their mother tongue.

Resources


Reso

urce

s

How International is Your Body Language?

North American body language rarely conveys the same meaning to other cultures. And remember that your body language speaks louder than your words and your voice and tone. Therefore, good presenters ensure their body language and gestures translate appropriately for all audiences and all cultures.

Keep in mind that people translate body language based on their personal understanding of what that gesture means in their native culture, no matter how long they have lived elsewhere. Some seemingly harmless gestures or body language can be misinterpreted and derail a well-prepared presentation.

Below are a few examples of things to consider when presenting to international audiences. If you are looking for a comprehensive guide, check your local book store for one of the many books available on specific cultures and body language.

The OK hand gesture doesn’t always mean “okay”In North America, you might use the “OK” hand gesture to convey good job, good idea or approval. However, in France you would be telling someone they are worthless or their idea is a big fat zero. And in Brazil, you will be saying something quite vulgar.

Don’t invade my spaceProxemics is the study of personal space. You don’t need to be an expert, but you must understand and gauge the distance appropriately between you and your listeners. Standing too close or too far away can send a message of disrespect or perhaps a lack of confidence.

Personal space varies in different cultures. With North American audiences, you are giving people appropriate space when you stand about arm’s length from them, 18-20 inches. Here are some general guidelines to help you with other cultures.

Resources


Resources

Some cultures consider more personal space respectful. Move back to about 24 inches if you are speaking with someone from the United Kingdom, Korea or China. And, if your listener is from Japan, you need a good 36 inches between you for him or her to feel you are respecting their personal space.

Other cultures feel less personal space translates to a lack of trust and confidence. Move in a bit closer if you are speaking with Western Europeans and even some Americans. They consider a distance of 14-16 inches about right. Move even closer for Middle Eastern listeners. They feel you don’t trust them if you stand more than 12 inches away.

First impressions still countFirst impressions count and how you look plays a major role. When delivering a presentation, find out what the dress code is for your audience …then dress one notch higher. Consider calling your contact to ask what is appropriate and choose your outfit accordingly.

In North America many businesses accept a business casual dress code at the office. However in many other cultures casual is considered sloppy. If you dress too casually, your audience may focus on your image rather than your message. They may spend time wondering whether your credentials are valid or if you would be a reliable business partner.

In addition to how you look, how you welcome people and introduce yourself is key. Find out if a handshake is respectful and how firmly you should shake the person’s hand. Some cultures, like Japan, consider a formal bow a necessary part of the initial introduction even in business situations. Is eye contact a sign of confidence or disrespect? What about religious traditions that are carried through to the business world? Are you being respectful or insulting your listeners?

Understanding individuals is the key to success in any business, in any culture. Take the time to learn about cultural traditions wherever you are presenting and you will set yourself and your audience up for success.

T IP

Resources


Reso

urce

s

Using Charts, Tables & Graphs in Visuals

A picture is worth a thousand words. A picture or graphic can help make the abstract more concrete for your audience. When preparing visuals, challenge yourself to use graphic forms of display as much as possible.

Whether you use a chart, table, graph or illustration, the best visual is one that communicates your message quickly and effectively. Choosing the right kind of visual to convey information is critical.

Here are some guidelines:

What you want to do Use

Present numeric information

• show proportion • pie or bar graph

• show trends or show interactions • line or mountain graph between two or more variables

• draw comparisons or highlight • bar or column graph differences

• present exact values or raw data • table or list

Organize or Compare Ideas

• demonstrate how a measurement • diagram has changed over time

• compare geographic-data • pie chart or map

• compare two or more items against • matrix a number of criteria

• compare or contrast two items • t-chart

• classify information • table

Resources


Resources

What you want to do Use

Present process or flow

• show sequence of steps or reactions • flow chart

• show items organized by previous • decision tree decisions or choices

• illustrate a process • box, arrow or circle diagram

Show timelines/dates

• show duration of tasks or events • Gantt chart

• display key dates • calendar

Show relationships

• display structure of organization • chart or department

• show two items that have some aspects • Venn diagram in common and others different

• illustrate relationship between an event • arrow diagram and an outcome

Let’s take a look at some of the options for charts, tables and graphs.

Resources


Reso

urce

s

General Principles

If you are designing charts, tables or graphs for your presentation visuals, you should follow these general guidelines:

Make your visuals reader-friendly• Organize your information so that it flows logically and your purpose

is clear to your audience

• Keep text to a minimum (Remember 6 x 6 rule)

• Use plenty of white space around text or numbers

• Align columns of text or numbers

• Make headings large, bold and descriptive (similar to newspaper headlines)

• Use thin lines or shading to separate columns and rows

• Identify your data source in a small font size at the bottom right or left of your visual

Communicating numerical data• Round off numbers whenever possible

• Use the same unit of measurement when comparing data

• Keep charts, tables and graphs simple

• Include essential data only

If your slide is too complex, your audience will not be able to read all the information in only 10 seconds. Before you present, consider whether the audience will understand the information better if you present the chart, table or graph on a slide or as a handout.

T IP

Resources


Resources

Organizational Charts

Organizational charts display the structure of an organization or department. Use an organizational chart to show your audience the hierarchy and relationship of individuals within a group. Your visual should depict the structure of the organization or department and the relationship and levels of responsibility of the people within the group.

How not to do it

AB

C M

anuf

actu

ring

Com

pany Organizational Chart

General Manager John Wolinski

VP, Quality & Assurance ControlKevin White

DirectorQuality Assurance

Susan Lee

Total Head Count = 46 Total Head Count = 24 Total Head Count = 9 Total Head Count = 14Total Head Count = 48 Total Head Count = 210

ManagerComputer Systems Validation

Carol Ng

Senior ManagerDocumentation & Training

Michael Marra

ManagerProcess Validation

Paul Chin

DirectorQuality ControlJudi Maloney

DirectorCompliance

Pushpinder Singh

Organization• John Wolinski - General Manager• Kevin White - VP, Quality &Assurance Control• Susan Lee - Director, Quality Assurance• Judi Maloney - Director, Quality Control• Pushpinder Singh - Director, Compliance• MichaelMarra-SeniorManager,Documentation&Training• PaulChin-Manager,ProcessValidation• CarolNg-Manager,ComputerSystemsValidation

Example 1

Example 2

Resources


Reso

urce

s

A better wayYour organizational chart should be structured from top to bottom. Use boxes to display the information about different levels/divisions within an organization . . . or the relationship and levels of responsibility of people within a department. Always use solid lines to connect the boxes that are directly related. If you need to indicate an indirect relationship, use a dotted, dashed or differently colored line to connect the boxes.

ABC Manufacturing Quality Assurance/Quality Control

Paul LeightonManager

Process ValidationTotal Head Count = 48

Takis PappasManager

Computer Systems ValidationTotal Head Count = 24

Judi MaloneyDirector

Quality ControlTotal Head Count = 210

Susan LeeDirector

Quality AssuranceTotal Head Count = 46

Lester MorrisonDirector

ComplianceTotal Head Count = 14

ABCmanufacturing







Michael MarraSenior Manager

Documentation & TrainingTotal Head Count = 9

Kevin WhiteVP, Quality & Assurance Control

John SmithGeneral Manager

ABC Manufacturing Company

John SmithGeneral Manager

Kevin White VP, Quality & Assurance

Control

Resources


Resources

Using TablesTables allow you to present large amounts of information in a concise and orderly way. If your information can be displayed using two major criteria (see example below showing Product vs Age), you can easily present it in rows and columns. By presenting your information in a table, you can quickly and efficiently focus the audience’s attention on key data.

Here are examples of some common types of tables and how you can use them to present your information:

Value tablesAllow the audience to quickly and easily see the relationship between two different values.

. Number of Units Sold by Age Group

ProductAge

15-19 20-24 25-39

40 41

55 60 58

73 75 74

81 84 83

66 67 68

A

B

C

D

E

Slide #1(focuses the audience’s attention on Product A in the 15-19 age group)

Slide #2(moves the audience’s focus to Product D in the 20-24 age group)

Number of Units Sold by Age Group

Product

35 40 41

55 60 58

73 75 74

81 84 83

66 67 68

A

B

C

D

E

Age15-19 20-24 25-39

75

35

Resources


Reso

urce

s

Condition or decision tablesCondition or decision tables allow the audience to consider responses for various conditions or for a combination of events.

Profits by Product Code

If the profit is for: Then use this code:

Vinyl-clad window

Wood-framed window

Metal entrance door

Vinyl clad patio door

80046.11

21268.45

66233.14

10258.04

Colors Available

Product Red Blue Black Brown Green

A

B

C

D

E

X – X – X

X = product available in the color indicated

X X X X –

X X X – –

X – X X X

– X X – X

Matrix tablesMatrix tables help the audience to evaluate multiple possible solutions against a pre-determined set of criteria; help the reader to narrow down a wide range of choices or prioritize actions.

Resources


Resources

10

28

222014.71

15

73

30 18Item 1

Item 4

Item 3

Item 5

Item 6

Item 2

Item 8

Item 10

Item 9

Item 7

Using Pie Graphs

Pie graphs are a simple and effective way to show the relationship of one or more parts to the whole.

How not to do itThe following example breaks almost all the rules of effective pie graph design. The result? A confusing and messy visual that would only serve to irritate an audience.

With so many pieces of the pie, this data would have been better illustrated by a bar graph.

While most software packages offer the option of a three-dimensional pie graph, the two-dimensional version is more effective. Three-dimensional may look pretty, but it can visually distort the data.

NOTE

Resources


Reso

urce

s

A better wayThis pie graph is a more effective example. It has only five segments and the segment that the speaker wishes to address has been emphasized by moving it slightly away from the pie. Also, since the annotation is outside the pie, the overall effect is less confusing.

Some points to remember

• Explode only one slice of pie

• Use the pie graph when you have seven segments or fewer to show

• Keep the annotation outside the pie

• Use whole numbers rather than decimals

• Avoid garish shading patterns

• Use color, where possible, to distinguish the segments

Where our revenues come from

South America21%

Pacific12%

Australia20%

Europe21%

North America26%

Resources


Resources

21%South America

26%North America

21%

Europe

20%

Australia

12%

Pacific

If your data is geographically based, consider using a map to give your audience a clearer picture.

21%South America

26%North America

21%

Europe

20%

Australia

Use graphic highlights or call-outs to direct the audiences attention to a specific value or the most important information on a slide.

12%

Pacific

Where our revenue comes from

Where our revenue comes from

Resources


Reso

urce

s

Using Line Graphs

Line graphs are most useful for showing trends over a period of time. The key to effective line graphs is to keep them as simple as possible. Avoid the temptation to clutter your visual with too much detail or too many comparisons. Here are four criteria for good line graphs:

• Axis must be labeled clearly

• Place time on the horizontal axis using the fewest number of intervals possible

• Keep the vertical and horizontal axes proportional to each other in length

• Axis should end at the level of the final data point or one increment beyond.

How not to do it: A better way:INCIDENT REPORTS

1000

500

006 07 08 09 10 11 12 13

(000

s)

YEARS

1000

Total Sales (000’s)

Reports of Workplace Incidents2006-2009

500

02006 2007 2008 2009

Years

Look at the line graph titled “A better way.” You will see that we have made the line graph more reader-friendly by:

• Removing the underlining in the • Changing the vertical axis label to heading horizontal • Usingamoredescriptive • Endingatthefinaldatapointon heading horizontal axis• Adding a more descriptive label • Making the vertical and horizontal for the vertical axis axes proportional in length

Reported New Cases

NOTE

Resources


Resources

Line graphs may also be used for comparing trends or data.

• Label each line or, if using more than three lines, use a key to help your audience see the comparison. You may also use color to differentiate between lines.

• As a general rule, avoid using the asterisk (*) as it often does not reproduce well.

• Do not use more than five lines in a line graph to avoid confusion.

Employee Head Count by Region 2010-2015

Years

Staff in 000s

2010 2011 2012 2013 2014 2015

90

80

70

60

50

40

30

20

10

0

USA

Japan

U.K.

Resources


Reso

urce

s

Using Bar GraphsBar graphs show the relationship of several variables at specific points in time (e.g. relative sales of three products over a five-year period).

Bar graphs may be constructed either vertically or horizontally. They are easy to design but, as always, many presenters are tempted to overcrowd or over complicate them. Here are some points to remember:

• Keep the bars a constant width and vary the length to show quantity

• Keep the bars in two-dimensional form; three-dimensional bars might look pretty, but they detract from the accuracy, precision and readability of the graph

• Use clear labels and/or legends to show what is being demonstrated

• Keep axis intervals to the minimum needed to preserve the integrity of your data

• Use color, where appropriate, to differentiate data.

Some examples:

Actual vs Planned Time for Project Completion

Timein

Days

Phase 1 Phase 2 Phase 3 Phase 4

80 –

70 –60 –

50 –40 –

30 –20 –

10 – 0 –

Planned TimeActual Time

Resources


Resources

An example of a bar graph with non-time variables.

The same data may be shown with the axis reversed.

Market Share

Percent (%)

20

15

10

5

0 N.America Europe Australia Pacific Total

Current

Projected

Market Share

Percent (%)

N. America

Europe

Australia

Pacific

Total

0 5 10 15 20

Current

Projected

} Why 6% less than projected?

Why 6% less than projected?

Resources


Reso

urce

s

A Gantt chart is used to show a series of tasks or events over time.

Past Market Influences

N. America

Europe

Australia

Pacific

1988 1998 2008

Markets

Timeline

© Copyright, Wavelength Ltd., 2017All rights reserved. This manual is intended for the personal use ofthose who attend a Wavelength Ltd. workshop, and no part of it may be reproduced in any form without written permission from the copyright holder.

Published byWavelength Ltd. Website: www.wavelength.training

Printed in Canada

Documents

Executive-Ready Presentations - wavelength.trainingwavelength.training/wp-content/uploads/2017/03/2017_ERP_resource... · How International is Your Body Language? 11 ... (teleconference)