EPICS Delivering Effective Design Review Presentations Part 1/2

Summary

In "EPICS Delivering Effective Design Review Presentations Part 1/2," the importance of delivering effective presentations, particularly for engineering students, is emphasized. The speaker acknowledges common public speaking challenges, especially for introverted individuals, and shares insights from corporate training with Second City improv. Techniques such as maintaining natural posture, utilizing breath control, and engaging with the audience are suggested to enhance presentation skills. The speaker encourages students to transform nervous energy into positive energy and to approach presentations with confidence and teamwork.

Highlights

• Overcoming public speaking anxiety is crucial for effective design reviews. 🎤
• Introversion is common among engineers but can be managed with practice. ⚙️
• Second City's improv techniques offer valuable lessons beyond comedy. 🎭
• Ditch the script and speak naturally about familiar topics. 🗣️
• Corporate training emphasized using body language and eye contact. 🕺👀
• Engaging content delivery can be achieved by involving your audience. 📢
• Team presentations should feel like team sports—support is everything! 🤝
• Breathing techniques help manage anxiety and improve focus during talks. 🧘‍♀️

Key Takeaways

• Avoid the 'note card nightmare'—ditch the script and embrace spontaneity! 🎤
• Improv comedy can be your secret weapon for effective communication. 🎭
• Confidence is key—adopt a confident posture with the 'invisible rope' trick! 🙌
• Engage your audience with eye contact using the 'conversation with a friend' tactic. 👀
• Remember, your team is your safety net. Support one another and present as a unit. 🤝
• Transform jitters into jazz—use your energy positively! ⚡
• Calm down with the 'breath square' method to reset and refocus. 🧘‍♂️
• Move around! Walking during your talk can break the ice and keep things lively. 🚶‍♂️
• It's about service, not spotlight—focus on helping your audience with the content you present. 🌟

Overview

Welcome to the world of EPICS, where delivering a design review isn't just about showcasing your technical prowess; it's about mastering the art of communication. In the first part of this two-part series, we delve into helping engineers break free from the chains of rigid note cards and embrace the creativity of spontaneous presentation. Whether you're a natural extrovert or a reserved introvert, there's something here for everyone.

Imagine blending your engineering skills with the charm of improv comedy! The lecture highlights the significance of improvisation techniques from Chicago's very own Second City to enhance your speaking skills. From handling pre-presentation jitters to effectively harnessing that adrenaline, the strategies shared are both functional and fun, making sure you're ready to tackle any presentation hurdle.

The focus isn't just on individual performance—it's a call to remember that teamwork makes the dream work. With emphasis on posture, breath control, and positive audience engagement, teams learn to support one another, ensuring that the message is clear and compelling. So next time you’re up for a design review, remember, it's not about facing a firing squad; it's about collaborating and communicating!

Chapters

• 00:00 - 02:00: Introduction and the Importance of Effective Communication The introduction highlights the crucial role of effective communication in various aspects of life. It emphasizes how communication is essential for personal relationships, professional success, and societal development. The chapter delves into the basics of communication, explores different communication models, and discusses barriers and enablers of effective communication. It sets the stage for the rest of the book by establishing a foundation for understanding communication strategies that can be applied in diverse contexts.
• 02:00 - 05:00: Challenges of Public Speaking for Engineering Students The challenges faced by engineering students in public speaking are multi-faceted and can impact their professional and academic growth. This chapter explores the common difficulties such as stage fright, technical jargon, and the lack of effective communication skills among engineering students. It also offers strategies to overcome these challenges, emphasizing the importance of practice, audience awareness, and the simplification of technical content for better audience engagement. Ultimately, the chapter aims to equip engineering students with the necessary tools to become confident and competent public speakers.
• 05:00 - 06:30: Training and Techniques to Improve Public Speaking This chapter focuses on various training methods and techniques to improve public speaking skills. Though concise, it highlights key strategies to transform great public speaking into 'apples,' symbolizing excellence rather than the usual 'not so great' outcomes. Through exploring these techniques, the chapter aims to enrich the reader's communication proficiency, steering clear from common pitfalls in public speaking.
• 06:30 - 08:30: Improv and Techniques from Second City The chapter titled 'Improv and Techniques from Second City' emphasizes the importance of avoiding ineffective practices during design review presentations. It humorously suggests using bad examples to illustrate the points and clarify what should not be done in such presentations. The focus is on making the design review presentations effective, not necessarily just good.
• 08:30 - 10:30: Exercises for Reducing Anxiety and Improving Public Speaking The chapter addresses the common problem engineering students face when transitioning from academia to industry: the challenge of effective public speaking and communication. Despite technical expertise, many students struggle to convey their ideas in a clear and engaging manner, particularly in larger groups or professional settings. The necessity of mastering communication skills, especially for those intending to work in projects or research, is emphasized. The chapter likely provides various exercises and techniques aimed at overcoming anxiety and improving public speaking abilities.
• 10:30 - 15:30: Zoom Game and Its Variations The chapter, titled 'Zoom Game and Its Variations,' explores the challenges of presenting technical material to an audience. It emphasizes the nervousness that students often experience when speaking in public. The chapter notes that many students have taken courses like comm 114 or speech classes in high school, and these are often taught by graduate students or faculty members in communications. The focus is on understanding and overcoming the hurdles of effectively communicating technical content.
• 15:30 - 20:00: Physical Preparedness and Breathing Exercises The chapter explores the theme of communication in diverse educational backgrounds, contrasting communications majors with engineering students. It highlights the challenges faced by individuals, particularly those with engineering backgrounds, in engaging with public speaking and communication. The chapter particularly focuses on the author's personal experience as an engineer who is introverted, outlining the common difficulty engineers face in public speaking settings.
• 20:00 - 25:00: Practice Eye Contact and Presentation Posture This chapter discusses the speaker's experience and techniques for improving presentation skills, particularly focusing on eye contact and presentation posture. The speaker shares a personal anecdote about becoming comfortable with public speaking, highlighting their background in industry presentations. They mention taking classes, including improvisation classes with the Second City improv group in Chicago, to enhance their communication skills. The speaker recommends attending a Second City show as an enjoyable experience, emphasizing the value of improv comedy in improving presentation abilities.
• 25:00 - 34:00: Group Presentation Exercise The chapter discusses a group presentation exercise focused on improv comedy, emphasizing spontaneous and unscripted performance. It compares it to a mini comedy play created on-the-go. The Second City, known for such performances, offers commercial training to enhance public speaking skills. The training helps individuals become more adept at speaking spontaneously, benefiting those who perform better in unplanned scenarios.

EPICS Delivering Effective Design Review Presentations Part 1/2 Transcription

• 00:00 - 00:30
• 00:30 - 01:00 people out there in our nation don't have
• 01:00 - 01:30 apples of not so great public speaking
• 01:30 - 02:00 can we go with bad is that ok so this is what we're striving for you guys not to do next week during your design reviews ok a good example of what not to do so today we're talking about delivering effective design review presentations and I say effective not good on purpose ok I don't care if
• 02:00 - 02:30 you're a terrible public speaker if you are going to move on from here and engage people in some kind of projects and industry if you're going to work in research you're going to have to communicate to people what you're doing ok a big problem especially for engineering students is being able to do that in a way that people can understand what you're talking about right so a lot of times we have no problem talking one-on-one with a classmate about some specific
• 02:30 - 03:00 technical matter but talking to people and a broader for presentation context can be really challenging to do and I know I see some really nervous students every semester how many of you have taken or are taking calm 114 ok however you have taken speech in high school how many of you were taught those classes by people who were say a grad student in comm or a faculty member in communications most all of you took calm
• 03:00 - 03:30 114 probably right and how many of you happened to be communications majors none fascinating I'm so surprised right so they can be a real challenge when you're learning from people who are wired a lot different than you are about how to do something right so I'm an engineer most of you about eighty percent of you or engineering students okay a lot of us are introverted and we really don't like getting in front of public and talking to people myself included so this is not my most
• 03:30 - 04:00 comfortable part of my day standing in front of you guys talking to you like this what I do it and I was able to do it in industry for a number of years and communicate ideas and one way that that I did that was by with took several classes in the company I was with bio met with the Second City improv group out of Chicago have you have heard of Second City anybody okay so if you ever are in Chicago and you're looking for something to do it's one of my favorite things to do up there to go to a second city show so it's improv comedy if you've never seen improv
• 04:00 - 04:30 comedy there's no script nothing's written ahead of time they came up with everything on the fly so it's kind of like a miniature comedy play but with no script so everything has come up with on on the go so the second city puts on a lot of commercial training for industry things like that for people to learn how to do better public speaking and they do that because some people respond a lot better too speaking and promptly without a lot of
• 04:30 - 05:00 planning where your account in your comm 114 class you probably basically wrote a script right and you're trying to remember that exact words of your script is best you can you may have had a note card and you screw up there so you have the engineering student with their note card they're trying to remember all their facts then there and they're scared and they're reading and they're like and then we will go right so you're like reading to people off of a note card while standing in front of them that is not an effective way to communicate ideas right no one wants to
• 05:00 - 05:30 sit in listen to you do that I know all of you felt in pain listening to your classmates give those kind of speeches you're probably in pain giving those speeches so if you can learn some techniques to just calm down forget about the fact that you're in front of a group of people and have a conversation with people about something you've been working on that it is a lot easier so all of you will be talking not some subject that you researched and that you're presenting some facts and statistics you're talking about the work that you've been doing in this class you guys are returning students you've been
• 05:30 - 06:00 doing it for at least twenty two weeks now right every one of you so you have a lot to talk about you already know your content you don't need to memorize facts you know it already right so all you need to do is just go up and express what you've done to someone so they can understand okay yes should recognize this space that is our conference room so you're going to stand at the front of that room during design review you're going to go up you're going to tell people about what you've done and try and get some good feedback so i want you to get the most out of
• 06:00 - 06:30 that so going into it this lecture will cover two things the first one will be the content of of a presentation right this is pretty simple and we're actually going to skip order i'm going to do that one second because i want to take you guys down to the atrium to do the second half first and i forgot my taper somebody have to go grab something so okay so i'm going to give you a quick video about the second city and what they do for public speaking and i'll
• 06:30 - 07:00 take you out to the atrium practice its public speaking and we're seeing so many famous examples on take time ABC junkie us decided to see how to tame that fear he's one of the most successful men in high behind movies like transformers but last week in Las Vegas producer director Michael goodness when suddenly
• 07:00 - 07:30 he froze she's now sorry he had to leave the stage let's take by the way of joining us on his website an embarrassed face if my shows just aren't his thing he's hardly the only one ashy it's something no of Gordon lives with every day it's exhausting but Noah works at a
• 07:30 - 08:00 chicago-based marketing firm but he's deathly afraid of public speaking he says this paralyzing phobia affects his entire life your brain stretched out so you should stop so why do we have experts point to evolution longaville when make the eyes were on you Jazz's where you were pray about to be attacked so today when you're in front of one of these a private part of your brain because it's actually one of these we hide either Flay or
• 08:00 - 08:30 fight Priscilla Jackson public speaking expert who's consultant for ABC explains the sweating is so that the body can cool off quickly the shell breathing so that the oxygen can go to the muscles and then the adrenaline kicks in all to help us fight harder and please further none of that works for modern man when he's feeling frightened in a situation which is asking him to be cool calm collected and connected the past apathy second city county
• 08:30 - 09:00 school they put people on stage and get them the sound of their own voice some of their secrets number 13 right before started that's in the signal to shut off a fear response number to get right to it the first 30 seconds or when you're most like you to tap so ask a question get your audience involved in it in the club no says it's helping him face those cats
• 09:00 - 09:30 back at the office as a line in trauma and here's John communities at the Sundance Film Festival by the way how do you admit they had fear of public speaking jobs so we're going to head down to the asian we're going to do a few sort of basic pre warm-up exercises for what you might do before you would go on stage for doing some impromptu comedy okay the purpose of this is to kind of get you to figure out how to harness your physical
• 09:30 - 10:00 energy the jitters that you'll have and how to get yourself concentrate on the right mindset to be able to react in the moment during your presentation okay so we've got to be out of there by five because there's a meeting on there so let's hurry up and go desert the scene would die right because the whole audience would be like where are you I don't know what's happening so you can never say no you have to say yes so we're gonna start that by just affirming everything they say so you're going to say your name one crazy fact about yourself anything and everybody's just going to go bananas like it's the greatest thing they've ever heard okay
• 10:00 - 10:30 ready go laceup [Applause]
• 10:30 - 11:00 yeah eggs are the worse [Applause] [Applause] [Applause]
• 11:00 - 11:30 [Applause] he's never been cheered for Cleveland before [Applause]
• 11:30 - 12:00 alright hey for no gross hurt [Applause]
• 12:00 - 12:30 alright very good so how did that make you guys feel whenever everybody clap for your ridiculous thing right make you feel pretty good everybody's smiling you look happy it's affirming right too no matter what the stupid thing it was that you said everybody was happy and feeling for you you want to impart that feeling on your teammates and you go up to present as a team okay when you present something as a team it's a team game so you don't want to all be standing around
• 12:30 - 13:00 like staring off in space thinking about what you're going to say being self focused when you're in a group presentation okay so be there with your teammates help them feel that sense of positive support right and feel that level of confidence when you're talking okay you will feel much less refrain it like restrained and like you don't know you're going to say if you feel like your whole team is there for you they have your back there with you right okay so the next thing we're going to do is zoom so we want to build up the energy you guys probably did this during boiler Gold Rush so pretty basic concept all
• 13:00 - 13:30 right we're going to keep the same people to start you basically clap your hands together and go zoom the next person is going to continue to zoom until we get around the circle okay so you just each person say zoom and the next person zooms and it keeps on going round circle okay ready set go let's see some energy in these zooms okay we get around alright so now we're going to we're going to add in a wrinkle
• 13:30 - 14:00 to the zoom so now you have a choice you can zoom or you can say reverse okay so you have two choices zoom or reverse ready zoom you gotta start with [Music]
• 14:00 - 14:30 okay okay so now we're going to add one more piece into the zoom okay now we're going to add a skip okay so now you can zoom you can reverse or you can go like your throne and I'll leave oops up and say skip and you're going to go right over the top of them okay so ready zoom
• 14:30 - 15:00 okay very good now we're going to add one more wrinkle and that wrinkle will be bow-tied what's the wrinkle what's the next move you can zoom you can skip you can reverse or you can you get you make something up
• 15:00 - 15:30 okay i'm gonna choose forum or you can declare dance party everybody has to dance for three seconds then you continue Ready Set zoo that dance party
• 15:30 - 16:00 you continue continues there okay all right very good okay so as you are going around how many of you are thinking about what you were going to do next instead of thinking about what was happening right where you focus on I can't wait till they get to me I'm going to dance party it's going to be awesome I know we got all your goofballs dancing right so what you want to be as in the moment think about what's happening so what you end up happening a lot of times is it comes to you and you're ready to say something and they skip over you or they reverse right before you and you're like almost
• 16:00 - 16:30 in the motion already before it even happens right so be in the moment pay attention to what's happening don't be in your own head all the time be there with the people in your team ok be there paying attention that especially helps a lot when you're doing Q&A at the end of your presentations if your mind is in the present moment not thinking about something going forward you're going to be a lot better able to react and respond to the questions that are asked you ok alright so the next thing we're to talk about is physical preparedness everybody can kind of D circle for a minute physical preparedness before you
• 16:30 - 17:00 go into your presentation alright so a big part of the problem that you have doreen public speaking is fidgeting ok I do it you do it a lot of people do it when we go in to talk we will either put our hands like here we'll put them behind us move around you'll have physical energy that you don't have out so it's always a good idea before you go into the room for your presentation to get it out that means need for walk down the hallways need to shake out your arms and legs just get those jitters physically out and that'll help you
• 17:00 - 17:30 mentally get the jitters out okay so get them out ahead of time next thing to do to help calm yourself is we're going to do an exercise called breathing ask where's anybody familiar with this other than Anna yeah okay good so breathing squares and techniques taught to us by the second city that when i was at biomet before I came here our vice president of global knees taught me this technique that was reinforced by the people there with the second city and the idea is when they talked in that
• 17:30 - 18:00 video about the fight or flight response okay how your your system starts building up that anticipation you get more and more anxious right you need to break that anxiety one way to do it to break the shallow breathing fast heart rate is to breathe a square it forces your breathing into a natural rhythm by taking it out of natural rhythm and then you kind of it's a reset button okay so breathing a square is very simple you simply breathe in 44 seconds hold your breath for four seconds you read out for
• 18:00 - 18:30 four seconds and you hold it for four seconds okay the holding it with your breath out for four seconds at the end is the hardest part and then you go into it again so you do at least two or three of these before you go into your meeting and it will help you calm your nervous system okay so you have sympathetic parasympathetic nervous systems your sympathetic nervous system goes bananas and you're standing in front of people okay you want to break that cycle and calm yourself down BRE the square I used to do this before I'd walk into a lecture every time I do it I've been doing it long enough now I don't care about you guys anymore I
• 18:30 - 19:00 don't worry about all of you okay but it help you calm down and focus yourself so we're going to do it together one time all right so everybody breathe in two three four hold your breath two three four out two three four and hold two three four okay simple as that I promise you it works this seems like a silly thing I
• 19:00 - 19:30 can't laugh about it until you get really nervous and you use it and you won't laugh about it anymore okay so I've seen a lot of upper level executives that use things like this when they go in to do business meetings business pitches to calm themselves down and be able to present themselves professionally right if you have all this anxiety or nervous energy it's a great way to break it okay a lot of you have it if you want to laugh at me for teaching you such a silly bank the next thing is your posture okay when you go to present we first thing that everybody wants to do to hide from public speaking
• 19:30 - 20:00 is to hide your hands right you want to put them in your pocket you want to put them behind you you feel like you're hiding like if I hide my weird hands no one will notice that I'm really nervous right it's very easy thing to fall into we all have hands strangely enough the most natural place to put them is right by your side like this okay this is pretty natural thing to do but it feels really uncomfortable because you feel vulnerable right you want to protect your midsection or you want to hide your hands okay put your hands here
• 20:00 - 20:30 your physical posture you want a confidence spine best way to think of this is think of a rope tied in the top of your head and you're going to pull it going to pull your head up your chin ups your chest out just a little bit ok that's a position that conveys confidence to other people all right if you're in the middle of speaking and you start to feel anxiety that you can feel your heart beating you can feel your pulse going out just stop take one breath and imagine point don't do this because you look like an idiot what pull
• 20:30 - 21:00 your head up right pull your head up chest back like you're pulling that string imagine you're pulling the string on the top of your head okay it's like an instant reset so as soon as you start to feel like kind of like I'm I'm getting overwhelmed with this anxiety just stop breathe pull your head up no one when they're listening to you thinks of breath pause is an unusual thing to do but when you're doing it you feel really awkward right especially if you're nervous you want to talk as fast as you can you don't wanna stop talking you want to keep talking and you just get that really ain't that anxiety builds up and builds up to stop and then
• 21:00 - 21:30 continue okay it will immediately drop a lot of your anxiety levels okay comments by natural arms the next thing is when you're talking you want to move right you don't want to stand still all the time especially if you're talking for a while so our team presentations aren't so bad on this because each person talks for a relatively short period of time but if I stood here I talk to you perfectly still for 50 minutes it was start to look kind of weird right and I would be uncomfortable because I'm standing here so you want to
• 21:30 - 22:00 move but you don't want to fidget so one good way to do this is to take three steps at like a 45 degree angle to one side talk to that side of the room okay and then go back right you don't turn your back people go back you can walk to the other side of the room so that you can bring yourself in this sort of three places right 45 degrees a few steps one way and then you're going to come back to your sort of neutral position close to a podium wherever you might be and then come back this way that makes you more interesting to other people to watch and it helps you break up that I'm
• 22:00 - 22:30 just standing in this one place in the spotlight right so you can break that up and move around a little bit so think about natural looking yours going to walk for one place to the other be calm and confident when you do it okay so it never hurts when you're doing public speaking to go stand up in front of the crowd not to hide behind the podium okay so when you're doing your design reviews if you're talking don't be hiding behind the podium come out and talk with people engage with them right so the last thing we have time to do for out here is going to be aya contact exercise is everybody's favorite so that
• 22:30 - 23:00 sort of i want you to go that way this work like when you go this way and just form a line facing each other okay now when you go to do ok ok this is the last thing we're going to do what I want you to do is just to you guys are going to walk toward they are you guys are going to walk to where they are you're going to pick one person as you come across you're going to make eye contact and you're going to hold it until it starts to feel really weird and
• 23:00 - 23:30 awkward ok and then you can break that eye contact and when you get to the end we're going to do that about three times each time I want you to hold the eye contact a little bit longer okay this is just get you used to that feeling of looking at a stranger right in the eyes it can be a little weird all right and learning to extend that I contact time just a little bit longer so that you feel more comfortable ok ready go
• 23:30 - 24:00 okay keep going don't stop keep walking alright did that feel awkward for everyone no well you guys have weird like just like to stare at people's eyes okay so let's
• 24:00 - 24:30 try it again just pick somebody as you're walking by hold eye contact with them as long as you can and then pass through okay go ahead I started ok we get out all right thank you alright so the next thing we're going to do we're gonna head back into the classroom and we're going to break up
• 24:30 - 25:00 into groups of four okay and in course of public speaking again I was talked about in the beginning some people feel more comfortable talking from a really well prepared speech right you know exactly what you're going to say you come really well-prepared and you're gonna give a very precise speech you know exactly they're gonna say some people like me do better if we are a little bit and like impromptu okay we're going to do a little bit of improv up the front so we're going to try that out today because I know you've been educated in the other way so we're going to get a brief you today of what it's like to do an impromptu speech okay
• 25:00 - 25:30 so we're going to give this team two minutes and we'll give each team two minutes so you'll have 30 seconds to peace approximately okay to go through a speech you're going to be experts today on a topic so we're going to start with you on the left and we'll go one or time across to the right alright so the first team will have it the easiest we've got a microphone for you so you can hear you excellent so we're just gonna we're
• 25:30 - 26:00 going to bring up the uncomfortableness notch one more if I give you a microphone okay all right and today's topic for them so you guys are expert speakers you're going to teach us about what mammals aquatic mammals thank you and go so there's many different types of aquatic mammal with the most well-known I think our dolphins the good thing my dolphins are they're very friendly with humans you can definitely go to the Bahamas and visit dolphins and you can play with them and pet them sometimes
• 26:00 - 26:30 ride them but that's not always safe so um yeah dolphins are a really nice tourist attraction yeah so what people actually don't know about dolphins is that they're also related to many other mammals such as orcas most likely and and those animals are wild in the ocean they specify in their fins and they do a really good job of swimming around and keeping
• 26:30 - 27:00 keeping in the deep water nothing another type of aquatic mammal we're going to be talking about is a shark like hey Courtney said sharks have fins and they're good at swimming they also live in the ocean but not in rivers most sharks live in sea water and not lake water or fresh water next now the sea water provides a very natural mating habitat for both sharks and dolphins you
• 27:00 - 27:30 see over a span of five months dolphins tend to really get in there with their from female me and create the most beautiful dog business but it off street all right can we give them a round of applause please very good very nicely done very nicely done okay Wow didn't expect that ending huh what the maybe make some cuts in the lecture video
• 27:30 - 28:00 very good so one thing to keep in mind as you're doing these kind of speeches is your eye contact okay so we did the eye contact exercise outside and as you made contact with people you found you could progressively stared people longer some of you are really strange and you just love staying in people's eyes for a really long time right just one person staring at their eyes until they feel really really awkward right but that's not what you want to do during the presentation to stare at one person you want to make eye contact with the whole crowd right and one of the things that gives us the largest amount of anxiety
• 28:00 - 28:30 is having to hold eye contact with people or being stared at by a huge group so one way to make it a little bit easier is instead of trying to make eye contact with the whole sea of people right is to make eye contact with a couple of people who you feel comfortable looking at in the room okay so what I like to do is think about breaking the room into thirds okay so I mentioned during moving that I often times i like to move to one side of the room talk for a while I'll move back to the middle where I was and I'll talk for a while and then I'll move over this way well when I do that each time I pick out
• 28:30 - 29:00 one person and I generally look at them for the most part so that I'm having a conversation with them so if you guys I usually pick one of you who's awake and so so I'm look around now I don't despair it that one person for a really weird long time I'll look around at a few people so instead of having a conversation with 10,000 people you're having 10,000 conversations with one person right it's a lot easier to talk to one person than it is to talk to like a route like if you guys just a sea of people staring at you okay so as you go through and do these speeches try and
• 29:00 - 29:30 keep eye contact the whole time and not with your teammates okay so don't look at each other but look out to the people who you're talking to right you're trying to communicate to them and you're really trying to come from a place of service and what you're doing alright so one thing that helps you break down anxiety is you think about the purpose of why you're talking to someone okay in your design review you're talking to them because you have a community partner who you really care about and you want to do a good job designing and delivering something for them okay there's a human there you really care about them and those design their
• 29:30 - 30:00 viewers why they may be tearing apart the work you're doing they're there to help you provide better service to your community partner okay so if you keep that mindset that we're here to help each other to try and do a better job this isn't a competition we're not trying to outdo one another there's no reason to be nervous we're just trying to do a better job together trying to work together okay