The Experts Teach: Presentation Skills PDF Ebook

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The Experts Teach: Presentation Skills

The Experts Teach: Presentation Skills

The Experts Teach: Presentation Skills

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Page 1 Page 2  ManageTrainLearn The Experts Teach Presentation Skills 2 Download free eBooks at bookboon.com Page 3  The Experts Teach: Presentation Skills 1st edition © 2014 ManageTrainLearn & bookboon.com ISBN 978-87-403-0781-8 3 Download free eBooks at bookboon.com Page 4 The Experts Teach: Presentation Skills Contents Contents Preface 8 1 When Stage Fright Happens: Use It and Lose It by Judy Ringer 9 2 Creating an Image – Can a Speech Do it? by Bob Selden 14 3 How to Update Your Executive Presentation Skills Instantly by Milly Sonneman 18 4 How to Be a Great Speaker Without Using PowerPoint by Tom Antion 21 5 5 Fail-Safe Tips When You Forget or Get Flustered During a Presentation by Dianna Booher 25 6 The Windows to the Soul by Robert Graham 28 A C A R EER W I T H I N F I N A N CE & I T Denmark’s largest provider of financial software solutions needs YOU! 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Care to join us? – Visit us at www.simcorp.com SIMCORP A/S · Oslo Plads 12 · DK-2100 Copenhagen O · Denmark · +45 35 44 88 00 · www.simcorp.com 4 Click on the ad to read more Download free eBooks at bookboon.com Page 5 The Experts Teach: Presentation Skills Contents 7 Seven Strategies for Handling Difficult Questions – What to Say When You Don’t Know the Answer by Mary Sandro 30 8 Business Presentations – How Boring Are You? by Milly Sonneman 34 9 Public Speaking 101: Speaking Secrets of the Superstars by Colleen Kettenhofen 37 10 Keep Your Speech Interesting By Being Present Yourself by George Torok 41 11 Presentations are Better When they Sound Conversational by Patricia Fripp, CSP, CPAE 43 12 Exceptional Presentation Skills: Turning Up The Heat by Milly Sonneman 47 13 The Powerpoint Rules by Robert Graham 50 14 From Paralysis to Peak Performance by Dianna Booher 55 Lighting, beyond illumination In 10 years 2/3 of people will be living in big cities. At Philips we focus on providing lighting beyond illumination to make these cities more livable, enjoyable and safe. #makeitmeaningful What will be your impact? www.philips.com/careers 5 Click on the ad to read more Download free eBooks at bookboon.com Page 6 The Experts Teach: Presentation Skills Contents 15 How Visual Aids Undermine Presentations – Three Ways You May Be Boring Your Audience to Tears by Mary Sandro 58 16 How Come Nobody’s Listening to Me? by Robert Graham 61 17 Who’s Afraid of the Big, Bad Presentation? – How the Pros Make Nervousness Their Friend by Mary Sandro 63 18 Three Mind-Tickling Techniques to Make Your Presentation Content More Memorable and Motivating by Mary Sandro 66 19 Seven Habits of Highly Effective Speakers by George Torok 70 20 The 5 Laws of Public Speaking (PEACE) by Arvee Robinson 72 21 Saved By a Cartoon: The Six Blind Men and the Elephant by George Torok 78 22 Special Delivery! Tips for Improving Your Humor by Tom Antion 80 Start your career as a trainee and get ahead. #PIONIERGEIST Our trainees talk about their work at innogy and what #PIONIERGEIST means to them. Click and see! 6 Click on the ad to read more Download free eBooks at bookboon.com Page 7 The Experts Teach: Presentation Skills Contents 23 Building Rapport with Your Audience – the “Like” Link by Dianna Booher 86 24 Suggestions for Using PowerPoint Effectively – or Not at All by Jim McCormick 90 25 How to Stay Cool When Speaking in Public by Joan Curtis 92 26 Using Jokes in Your Presentation by Alan Arthur 96 �e Graduate Programme I joined MITAS because for Engineers and Geoscientists I wanted real responsibili� www.discovermitas.com Maersk.com/Mitas �e G I joined MITAS because for Engine I wanted real responsibili� Ma Month 16 I was a construction Mo supervisor ina const I was the North Sea super advising and the No Real work he helping foremen advis International al opportunities Internationa �ree wo work or placements ssolve problems Real work he helping fo International Internationaal opportunities �ree wo work or placements ssolve pr 7 Click on the ad to read more Download free eBooks at bookboon.com Page 8 The Experts Teach: Presentation Skills Preface Preface Introduction to “The Experts Teach: Presentation Skills” In each of “The Experts Teach” series, we’ve gathered together some of the world’s best thinkers to share their ideas with you. Their ideas offer new, refreshing, and insightful ways to look at old themes, allowing you to discover new perspectives, develop your understanding, and change the way you think. Profile of Editor Eric Garner Eric Garner is an experienced management trainer with a knack for bringing the best out of individuals and teams. Eric founded ManageTrainLearn in 1995 as a corporate training company in the UK specialising in the 20 skills that people need for professional and personal success today. Since 2002, as part of KSA Training Ltd, ManageTrainLearn has been a major player in the e-learning market. Eric has a simple mission: to turn ManageTrainLearn into the best company in the world for producing and delivering quality online management products. Profile of ManageTrainLearn ManageTrainLearn is one of the top companies on the Internet for management training products, materials, and resources. Products range from training course plans to online courses, manuals to teambuilder exercises, mobile management apps to one-page skill summaries and a whole lot more. Whether you’re a manager, trainer, or learner, you’ll find just what you need at ManageTrainLearn to skyrocket your professional and personal success. Acknowledgements The authors of each article in this book have given permission for us to re-publish their work and bring them to a wider audience. Unless it states to the contrary, the copyright of the article belongs to each author. Each article concludes with a bio of the author and links to their website, if available. We also publish their written reprint/republication permission with a link to the relevant web page, if available. All such permissions are valid at time of publication. If these permissions have been amended or changed without our knowledge, please email us at [email protected] so that we can take appropriate corrective action. 8 Download free eBooks at bookboon.com Page 9 The Experts Teach: Presentation Skills When Stage Fright Happens: Use It and Lose It by Judy Ringer 1 When Stage Fright Happens: Use It and Lose It by Judy Ringer As a professional singer and speaker, I’m often asked if I still get nervous in front of an audience. I do. And I’ve learned to use my nervous energy – and minimize its impact. I practice Aikido, a martial art based on aligning with the attacker and redirecting the attack. Instead of seeing an attack, the Aikidoist sees energy. If I see what’s coming as attack, I defend against it. If I see energy, I expand my options. When I suspend my belief that the event is negative, I can direct its energy purposefully toward my goal. Let’s apply this concept to an attack of stage fright. If you’re like most people, you consider stage fright a negative event. What if you suspend this belief for a moment and imagine your anxiety as energy you can direct toward your goal of a great performance? The purpose of this article is to help you use the energy we call stage fright to increase your power and presence in front of an audience. Consider professional athletes storied for their ability to excel under pressure: Michael Jordan, ball in hand, with two seconds to make the basket and win the game. The greater the pressure, the more focused the athlete. They how to use the pressure of performance to increase power and presence. Similarly, you can manage your relationship with stage fright by working with it instead of running from it, and allow it to shift you into “the zone” of optimal performance described by professionals the world over. What follows are mental and physical strategies to transform your nervous energy into directed energy before and during your presentation, plus additional tips on how to enjoy your moments in the limelight. Getting Ready: Your Body Prepares Just Like You Do The anxiety associated with performance usually spikes shortly before show time. But symptoms can begin days or even weeks in advance and range from dry mouth and shortness of breath to shaking, shivering, and complete inability to perform. 1. Change your perspective While it may seem that your body is attacking you, consider that what you call nerves or anxiety may actually be your body’s way of getting ready for the event. Rename the “attack” and call it excitement, preparation, and purposeful design. In addition, focus your awareness on the symptoms. Notice how they show up, grow, subside, grow again, and subside again. Don’t resist them. Ride the wave. Be there. By this I mean stay present, breathe, and increase your kinesthetic awareness. Measure the symptoms (That was a 7 on the Richter scale!). Be curious about them (Wow, look how my body is shaking. Amazing!). Even try amplifying them. 9 Download free eBooks at bookboon.com Page 10 The Experts Teach: Presentation Skills When Stage Fright Happens: Use It and Lose It by Judy Ringer For example, when I’m really nervous, I shiver. In the past, the shivers could grow strong enough to prevent me from speaking or performing. Before a concert some years ago, instead of resisting, I tried to amplify the symptom and shiver more. At first, I just went with the shivering motion, then gradually increased it until I was shaking like crazy, the difference being that now I was intentionally shivering. I was the driver instead of the passenger. By mimicking the nervous shaking and intensifying it, I was gradually able to slow it down and stop it. I think I also used up the nervous energy. As in Aikido, I blended with the energy of the attack and redirected it. It was a fun learning. 2. Transform the inner mugger Prior to the presentation, notice your internal dialogue. Is it friendly or hostile? If it’s friendly, great. Keep it. If not, blend and redirect. Acknowledge the voice and work with it. For instance, when I’m feeling intimidated by a workshop group, my inner mugger will say things like: They won’t like this presentation. They’ll see right through you. You’re not good enough for this group. Right? You know the words. Not terribly useful. I used to try to ignore this attacking voice, but Aikido teaches that it’s not safe to ignore the attack. The more I ignore, fight, or otherwise resist my nervousness, the worse it gets. Instead, I pay attention. I notice the voice, listen, and maybe even ask my inner mugger a few questions: So why won’t they like it? See through what? What would be good enough? How are these folks different from our other groups? I regularly receive illuminating answers. In any case, I do have fun and – guess what? Listening to the attacking voice tends to quiet it. What about your inner mugger? What critical messages does it send? Write them down. Attacking voice: _________________________________________________ _________________________________________________ _________________________________________________ By acknowledging the attacking voice, I can replace it with a more supportive one: I’m ready. I can handle this. I have a worthwhile message, and these people are interested in hearing it. This is going to be fun. What inner support can you give yourself before a performance? 10 Download free eBooks at bookboon.com Page 11 The Experts Teach: Presentation Skills When Stage Fright Happens: Use It and Lose It by Judy Ringer Supportive voice: _________________________________________________ _________________________________________________ _________________________________________________ 3. Visualize the ideal Another inspiring method of preparation is to visualize your presentation beforehand. Sit quietly, close your eyes, and see in your mind’s eye your highest imagining of what you’re about to do. Start a week or more before the performance date. Spend ten minutes each day watching yourself give a great presentation. Imagine feeling calm and confident. Hear your message. Sense your excellent connection with the audience. Picture the conclusion, the group’s praise and applause ringing in your ears, feeling happiness, and knowing you did your best. You’re On: Maintaining Connection I usually find that once I’m in front of the audience, my nervous energy has an outlet. As I begin to sing or speak, the energy moves into vocal form and physical action. As I connect verbally and visually with the people in front of me, I lose my self-absorbed state and link up with my purpose. Events can occur, however, to interrupt that connection. I may get lost in a thought tangent, forget the song lyrics, or just “go up” as actors call it. Hmmm, where was I? Or a question throws me, and I lose my balance. Experience has shown me three powerful ways to get back into the flow. 1. Remember your purpose for the presentation What are you here to do? What’s important about your message? Stop, breathe, and sink to a deeper level of awareness. Find your voice. It helps to be able to describe your presentation’s purpose in a word or phrase that goes right to its heart. For example, I am often teaching about conflict, communication, or managing difficult people and situations, but the purpose of all my work is self-management and connection. When I get lost, these words help me find my way back. 2. Get comfortable with silence Great presenters, singers, actors, and performance artists of all forms are at home with silence. They don’t have to talk, because they love being. They enjoy the ability to hold an audience with their presence. If they lose their place, they can stand there as long as it takes to find it again – forever if needed. 11 Download free eBooks at bookboon.com Page 12 The Experts Teach: Presentation Skills When Stage Fright Happens: Use It and Lose It by Judy Ringer You can practice this important skill by taking short breaks between sentences. Or by waiting a second or two just before or just after making an important point. Stand very still, keep breathing, and watch your audience take in the message. Or when you put a question out to the audience, don’t let your discomfort with silence rush you into answering it yourself. Wait an appropriate period of time and then wait just a little longer. Let the question sit there, waiting for a response, while you watch yourself learning to be comfortable with silence. Someone will usually speak up and if not, it won’t matter because you’re enjoying the moment. 3. Look into their eyes Don’t be afraid. The audience is your ally. If you don’t think so, you are doing them and yourself a great disservice and you will eventually force them into being a judge. They want you to be present with them. Believing this will help you fulfill their hopes. When you have lost your connection with the audience, make eye contact with one person at a time for about three to five seconds each, or as long as it takes to recognize that you’ve seen each other. Don’t make a big deal of it, just rest your eyes on someone for three seconds, move to another and do the same thing. You will tap their energy and they will receive yours, creating a reinforcing loop of support. When you begin to “lose it,” making eye contact with a few individuals is one of the fastest ways to re-connect. Tips and Suggestions: As you begin to enjoy being in front of an audience, here are a few more suggestions to keep in mind. A successful presentation will depend on two things: delivery and content. So often we spend our time perfecting the content of our presentation, with very little left over for practicing the delivery. Don’t forget to practice! Practice for peers, friends, relatives, or anyone who will listen. Take a course, watch a video, or read some of the marvelous books on this topic (see below for some titles). Join a local branch of Toastmasters International or other networking group where you can gain confidence and perfect your personal style. Center and extend ki. In Aikido, as the attack comes, we center ourselves and extend our life energy (ki) to greet the attack, align with it, and redirect it with intention and purpose. You can do this in any difficult situation. Breathe low into your chest and abdomen, focus on your center of gravity (about two inches below the navel), and imagine your energy extending outward from center and encompassing your audience. Make eye contact and invite them into your sphere. 12 Download free eBooks at bookboon.com Page 13 The Experts Teach: Presentation Skills When Stage Fright Happens: Use It and Lose It by Judy Ringer Don’t take questions personally. Even difficult questions show interest on the part of the audience. Smile and thank the questioner. Relate the question to something in your presentation if possible. If you can’t answer, perhaps the group can. There are often people in the audience who can help, and I find it refreshing to let someone else be the teacher. I learn a lot! Don’t assume the audience knows anything about your topic (even if they do). Educate, go slowly, and check in from time to time. Use phrases like: “Does this make sense?” and “Are there any questions, comments, or insights at this point?” Arrive in time to greet the attendees and learn some of their names. Audiences tell me that this meeting and greeting action makes them feel acknowledged and that they’re in good hands. It also helps me feel comfortable. Change your perspective from “presentation” to “conversation.” Treating your presentation as if it were a conversation with each person in the audience will help you relax and increase your connection with them. Acknowledge your nervous energy and appreciate what’s behind it – the desire to do your best. Before long, your nervous symptoms will be like old friends you wave to on your way to a powerful performance. About the author Judy Ringer is the author of Unlikely Teachers: Finding the Hidden Gifts in Daily Conflict and the award-winning e-zine, Ki Moments, containing stories and practices on turning life’s challenges into life teachers. Judy is a black belt in aikido and a nationally- known presenter, specializing in unique workshops on conflict, communication, and creating a positive work environment. She is the founder of Power & Presence Training and chief instructor of Portsmouth Aikido, Portsmouth, NH, USA. Visit Reprint Information Read, download and share any one of these articles written to help you to resolve conflict, communicate purposefully, and live a life of power and presence. You’re welcome to use and reprint any article for team and individual learning. I ask only that you keep the article intact and credit the author, using the “about the author” information at the end of each piece. /resources/articles/ Original resource: /resources/articles/when-stage-fright-happens-use-it-and-lose-it.php 13 Download free eBooks at bookboon.com Page 14 The Experts Teach: Presentation Skills Creating an Image – Can a Speech Do it? by Bob Selden 2 Creating an Image – Can a Speech Do it? by Bob Selden The 2008 US Presidential election campaign was a good time to remind managers and CEOs just how far the use of rhetoric, imagery and metaphors can impact how others perceive and act on their message. Many reading this would have watched Barack Obama address the Chicago crowd on the night he won the US Presidency. I do not live in the US, but listening to this speech certainly moved me. Others I have spoken to had a similar experience. His story of Ann Nixon Cooper, the 106 year old lady and the changes she has experienced in her lifetime, was simply brilliant. So this is probably an appropriate time to look at the impact a person’s public speeches (such as a CEO or electoral candidate) has on the audience. WHAT WILL YOU INNOVATE? www.skoda-career.com 14 Click on the ad to read more Download free eBooks at bookboon.com Page 15 The Experts Teach: Presentation Skills Creating an Image – Can a Speech Do it? by Bob Selden Through social science research, we have known for some time that the use of rhetoric, imagery and metaphors can positively impact how the audience perceives and acts on the message. However a recent study has now taken this one step further. The results of the research by James J. Naidoo and Robert G. Lord in the June edition of the Leadership Quarterly, suggest that not only does the use of such tactics impact audience behaviour, used well, they also have a positive affect on how we perceive the charisma of the speaker. Listen once again to some of the rhetoric, imagery, and metaphors candidate Barack Obama used in his now (almost) famous race speech in March… “I am the son of a black man from Kenya and a white woman from Kansas. I was raised with the help of a white grandfather who survived a Depression to serve in Patton’s Army during World War II and a white grandmother who worked on a bomber assembly line at Fort Leavenworth while he was overseas. I’ve gone to some of the best schools in America and lived in one of the world’s poorest nations. I am married to a black American who carries within her the blood of slaves and slaveowners – an inheritance we pass on to our two precious daughters.” In a poll taken shortly after this speech, Obama was shown to be leading Hilary Clinton in the Democratic nomination race by 53 to 41 per cent. The behavioural impact stats are there, but did the speech impact our perception of Obama’s charisma? Press reports concerning the advice being given to Obama at the time included; “get specific – lay out concrete plans”, “describe your experience in government – make Americans comfortable with you as their CEO”, “hammer your opponent above and below the belt”. None of this advice had anything to do with charisma – it’s all about facts, logic and detail. The other presidential candidate, John McCain used very little rhetoric, imagery and metaphor, but a lot of reason and logic in his speeches. For example, in his address to the Los Angeles World Affairs Council in March, only his opening paragraph gives any imagery or metaphor concerning McCain as a person. The remaining 34 paragraphs all talk about reason and logic, saying nothing about the character of the man. As one press report concluded; “McCain appears dependent on a teleprompter, delivering even the most personal passages with an odd detachment. In his telling, his difficult five-and-a-half years as Vietnam prisoner of war might have happened to someone else.” However, McCain did do well in less formal settings, like town hall meetings and one-on-one conversations. But his discomfort behind the podium was a distinct disadvantage as he struggled for national media attention. 15 Download free eBooks at bookboon.com Page 16 The Experts Teach: Presentation Skills Creating an Image – Can a Speech Do it? by Bob Selden Initially, the race between the two presidential candidates was well and truly led by Obama. Audiences loved his charisma. Then the race became much closer. Audiences were starting to listen for what was behind the message in terms of the reason and logic that was likely to affect their day to day lives. The research by Naidoo and Lord bears out these poll results. They say that “high speech imagery will result in higher state positive affect in followers, compared to low speech imagery”. So it appears as if Obama’s advisors were now on the right track – he’d developed an appropriate charisma in the eyes of the voting public, then it was time to move to reality. What advice was given to McCain? More importantly for us mere mortals as managers and in particular for CEOs, what’s the message from this latest research? There are three… Firstly, when speaking publicly, a manager or CEO needs to use personal imagery and metaphors, so that the audience can see and feel the character of the person. Secondly, such imagery works best when the situation is critical or the audience perceives they are in a crisis. People want the big picture and in particular, to hear and feel how the speaker has lived through similar times him or herself. Finally, the detail – the reason and logic – is best handled one on one and in small group settings. For CEOs this means a very structured process of explicit communication down through the organisation as to how the big picture will translate locally. Looking back at the successful Obama campaign, his strategy clearly is in line with the research. People loved the charisma of the man. But they also knew what his policies were. Watching sound bites of potential voters in the US, Democrat supporters were more often able to quote Obama’s specific policies. Republicans were more often unable to do so. Communicating and connecting with large audiences is a fascinating challenge! 16 Download free eBooks at bookboon.com Page 17 The Experts Teach: Presentation Skills Creating an Image – Can a Speech Do it? by Bob Selden About the author Bob Selden is the author of the best-selling “What To Do When You Become The Boss” – a self-help book for new managers – see details at /. He’s also coached at one of the world’s premier business schools, the Institute for Management Development in Lausanne, Switzerland and regularly advises managers around the globe on their current challenges. Reprint notice These articles may be freely published electronically. They may be reprinted for individual use in hard copy but may not be reprinted in hard copy for commercial purposes. Original resource: DENMARK Are you looking to further your cleantech career in an innovative environment with excellent IS HIRING work/life balance? Think Denmark! Visit cleantech.talentattractiondenmark.com “In Denmark you can find great engineering jobs and develop yourself professionally. Especially in the wind sector you can learn from the best people in the industry and advance your career in a stable job market.” Mireia Marrè, Advanced Engineer from Spain. Working in the wind industry in Denmark since 2010. 17 Click on the ad to read more Download free eBooks at bookboon.com Page 18 The Experts Teach: How to Update Your Executive Presentation Presentation Skills Skills Instantly by MillySonneman 3 How to Update Your Executive Presentation Skills Instantly by Milly Sonneman Are you concerned that you don’t have the necessary skills to be effective in presenting? Are you worried because you haven’t updated your skills in a long time? If so, you may have reason to be alert. Read on. Find out in plain English what you may have been feeling in your gut for a long time. Your problem starts here: Things change. Today’s business world is changing at an extremely rapid pace. Styles and expectations for presenting that worked a few years ago now look as dated as a dial phone. For instance: Remember wooden podiums? Remember overhead transparencies? Remember the days of ‘death by PowerPoint’ as the norm? These days are history. And if you want to keep your skills up to date, investing in specialized training may be your best option. Many executives are concerned that their skill set is out of date. And with younger audiences, a global workforce, and new technology – they are right to be worried. Let’s look at why these old methods are no longer viable. 18 Download free eBooks at bookboon.com Page 19 The Experts Teach: How to Update Your Executive Presentation Presentation Skills Skills Instantly by MillySonneman Podiums Podiums are wonderful places to hide behind. They put the speaker on stage, above the audience. This implies distance and authority. It is the opposite of trends towards facilitative presenting. It does not encourage conversation, connection or collaboration. If you have to use a podium, come out from behind it! This will help you avoid gripping it. And it allows your audience to see you as a whole human being – not another talking head. Overheads Um.how shall I put this? Didn’t you get the memo? These went out so long ago that you really don’t want to rely on those stacks of transparencies for anything other than collecting dust bunnies. Seriously. Dump them. Death by PowerPoint Just to clear something up here. I’m not advocating a no-slide rule. There are some situations that require using a minimal number of slides. In fact, it’s not the slides that are the problem. It’s the behaviors and assumptions that come along with their usage. If you are using slides, make them engaging and visually interesting. Keep them to a bare minimum. Get in the habit of turning off the projector to have a conversation. Instead of relying on a gigantic slideshow, plan for interaction. Use a whiteboard. Get people talking. Share ideas and solve problems together. Put the audience – whether internal employees, clients or prospects – in the center of your circle. Make their needs first. This is a great way to ‘test’ whether you are killing folks with data; or engaging them with lively interaction. Some of these changes can be hard. But the writing is on the wall. Not changing is harder. If you dig your heels in and refuse to change, you might as well take early retirement. All business revolves around change and evolution. Expectations of presentations have changed. Executives, who embrace this change, can easily update their skills. Update your skills in presenting to get the most results. With a small investment in your executive education, you can expect a dramatic improvement. 19 Download free eBooks at bookboon.com Page 20 The Experts Teach: How to Update Your Executive Presentation Presentation Skills Skills Instantly by MillySonneman About the author MillySonneman is a recognized expert in visual language. She is the co-director of Presentation Storyboarding, a leading presentation training firm, and author of the popular guides: Beyond Words and Rainmaker Stories available on Amazon. Milly helps business professionals give winning presentations, through Email Marketing skills trainings at Presentation Storyboarding. You can find out more about our courses or contact Milly through our website at: / Reprint notice Any article may be reprinted and distributed with no charge in your ezine, on your website, or in your print newsletter provided You include the article in its entirety, unchanged (website links should be in clickable hyperlinked format) Byline, author’s statement of copyright and signature must remain intact You notify Articles Factory of intent to publish and send a courtesy copy or link Article source should be indicated as: Source: Free Articles from ArticlesFactory.com Article Source: instantly.html ZZZVWXG\DWWXGHOIWQO ‡5DQNHGWKLQWKHZRUOG  7+(67HFKQRORJ\UDQNLQJ Page 21 ‡$OPRVW\HDUVRISUREOHPVROYLQJ  H[SHULHQFH ‡([FHOOHQW6SRUWV &XOWXUHIDFLOLWLHV ‡&KHFNRXWZKDWDQGKRZZHWHDFKDW  ZZZRFZWXGHOIWQO 20 Click on the ad to read more Download free eBooks at bookboon.com



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