705 May 2016 - Behind the Podium

VOL 7, ISSUE 5 • MAY 2016

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SECRETS FOR LOOKING CONFIDENT WHILE SPEAKING Page 7

HOW TO TURN DULL INTO DYNAMIC Page 8

USE PR POWER Page 5

PLATFORM SKILLS THAT GET YOU BOOKED Page 10

WHAT CAN YOU LEARN FROM LUCILLE BALL AND ANGELA LANSBURY? Page 3

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THIS MONTH FEATURES Behind the Podium (ISSN 1949-5544) is published 12 times a year as a resource for emerging professional speakers, business leaders, technical gurus, educators, and other subject-matter experts.

Editor Bryan Caplovitz welcomes your input (editor@behindthepodium.com) .

Behind the Podium publishes the opinions of experts and authorities from many fields; however, the use of those opinions is no substitute for accounting, legal, investment, or other professional services. Material may not be reproduced in part or in whole in any form whatsoever without the written permission of SpeakerMatch. SpeakerMatch is the world’s largest source for speaking opportunities.

Behind the Podium is published monthly, by SpeakerMatch, 4807 Spicewood Springs Road, Suite 1120, Austin, TX 78759-7944. $24/year, $4.95/issue (US funds). Periodicals postage paid at Austin, TX. Behind the Podium is a trademark of Simply Speaking, Inc. Copyright © 2016 by Simply Speaking, Inc. POSTMASTER: Send address changes to SpeakerMatch Subscription Department, 4807 Spicewood Springs Road, Suite 1120, Austin, TX 78759-7944.

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04 How To Ensure Your Slides Are Always Available If you use visuals in your presentation, be prepared for any technical difficulty.

05 Use PR Power On The Platform Share media mentions with your audience for extra credibility.

06 Why You Should Stop Speaking A silent moment can create a lasting impression.

07 5 Secrets For Looking Confident While Speaking Proven strategies for overcoming negative self-talk.

08 How To Turn Dull into Dynamic When You Speak The 6 biggest public speaking traps you should avoid.

10 Platform Skills That Get You Booked 3 essential audience-first skills every speaker should master.

LET US KNOW WHAT YOU THINK ABOUT THIS ISSUE! USE HASHTAG (#BTP) ONLINE AT: Facebook.com/speakermatch @speakermatch SpeakerMatch Group feedback@behindthepodium.com

QUESTION OF THE MONTH

Do you have an Exit Survey to share with other readers?

IT’S NOT OVER WHEN IT’S OVER. FOLLOW-UP TO GROW YOUR BUSINESS! Exit surveys are often sent to the client after the speech has been delivered (along with a thank you card). Three recommended goals of an exit survey are to: 1) Learn about any weaknesses in your booking process 2) Determine the client’s inclination for hiring you again 3) Get referrals What questions would you include in an exit survey? We’ll include the results in a future issue of Behind The Podium.

This topic was suggested by SpeakerMatch Member Gabriel DiCristofaro. If you have suggestions for this section, let us know!

SHARE YOUR WISDOM WITH THE COMMUNITY: FEEDBACK@BEHINDTHEPODIUM.COM

DO YOU SEND OUT EXIT SURVEYS? WHAT IS YOUR FOLLOW-UP STRATEGY WITH MEETING PLANNERS? LET US KNOW!

EDITOR’S NOTE

WHAT CAN YOU LEARN ABOUT SPEAKING FROM ANGELA LANSBURY AND LUCILLE BALL? Very small tweaks can provide enormous impact.

In this issue, we focus extensively on platform skills. Our contributors share some great performance-enhancing tweaks.

Small changes to the words you choose, the elements you weave into your stories, your posture, and even your silence can dramatically improve the audience response and post-event feedback you receive.

I saw a great video on YouTube that really exemplifies this idea of small differences making an enormous impact. It examines how two enormously talented actresses, Lucille Ball and Angela Lansbury, played the same role — Auntie Mame.

Lansbury was critically acclaimed for her memorable performance; Ball’s version bombed.

Same lines, different delivery.

Take a look at what the two performers did differently here: https://youtu.be/tISsu3bsGnw (Or search Google for “Miscast Mame”) I highly recommend attending the Lady & The Champs conference for enhancing your platform skills. June 23-25 in Las Vegas. Visit speakermatch.com/jv/ champs for more information (SpeakerMatch is a sponsor).

Bryan Caplovitz Founder, SpeakerMatch

BEHIND THE PODIUM MAY 2016 | 3

TECHNOLOGY

HOW TO ENSURE YOUR SLIDES ARE ALWAYS AVAILABLE

If you use visuals in your presentation, be prepared for any technical difficulty.

As a professional speaker, you owe it to your audience to be triple-sure that everything will work as you expect.

the sound system from your own computer? And if you’re trying to play some video from the Internet, don’t. Find a way to download it onto your own First, check with your host to confirm they computer. You’ll be amazed — and upset can meet your audiovisual requirements. — about how often remote links fail just Do they have a projector? A screen? Will when you need them. they use their computer, or can you (or must you) use yours? If you’re using their Second, make sure you have multiple computer, will it accept a flash drive with backups of your presentation. Email or the latest copy of your presentation? Can share a copy with the host to preload you attach your personal slide advancer onto a computer (the presentation (clicker)? If you’re using audio or video, computer, or a backup if you’re using your how does it get onto their computer? own). Then carry a copy on a thumb drive Does the sound work? Can you connect to in your pocket, and have another copy

stored in the cloud (e.g., on Microsoft OneDrive) where you can retrieve it easily. Stuff does go wrong, and at the worst possible time. Be prepared.

Third, buy and carry your own slide advancer — and keep spare batteries handy! Of course, if you only have a couple of slides to illustrate one point, the clicker doesn’t matter much. You can even use the keyboard if you need to. But if you use slide sequences to enhance your stories and help drive home your points, then you need to be sure they’ll flow (Continued on page 12)

VIDEO STREAMING IS EVOLVING. BE READY! Although it’s been around for years, live video streaming is really hitting it’s stride. More and more conferences are incorporating live video streaming in order to deliver their events to a wider audience. Corporations are delivering training via live streaming to save on travel costs and lost work time. Facebook has announced a live video feature, an idea that has arrived and will be debuting all over the Web. Conventional media, sports broadcasting, weathercasts, will soon be live on Facebook Live. Other video and social media companies are next with YouTube, among others, preparing an entry into live Web broadcasting. Younger audiences are very comfortable with this form of content delivery.

If you aren’t yet prepared to deliver a live stream, it’s not a bad idea to begin familiarizing yourself with the ins and outs of this technology. Visit speakermatch.com/radio/127 to listen to a recent interview with SpeakerMatch member Patrick Snow, entitled “Creating Your Own Speaking Circuit,” where he discusses using live video streaming to improve your bottom line.

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PUBLICITY

USE PR POWER ON THE PLATFORM Share media mentions with your audience for extra credibility.

When Jack Canfield takes the stage, the emcee usually introduces him by saying, “Time Magazine called Jack Canfield the co-creator of the publishing phenomenon of the last decade.”

advice and quite possibly buy your products and services because they trust you.

Here are a few don’ts: 

Don’t feel bad if you have local media but not major media. Everyone has to start somewhere. You never know, the local media might have more credibility than you think!

Here are additional ways to use publicity to help you build your brand so it is If the co-author of the “Chicken Soup for easier to sell books, courses, consulting the Soul” series relies on the media to give services and more speeches.  Trade journals are perfectly good him an extra boost of credibility, don’t you  Give away copies of articles in which media hits. Don’t downplay them. think you should do the same thing? you were quoted. Include your  Don’t say you were misquoted, When the media quotes you or writes contact info so they can reach you. quoted out of context or they left out about you, you have extra credibility. For  If you were on TV, show the segment the best stuff. The audience will only all the lumps the media takes in some with you sharing your brilliant ideas know that you were quoted and that quarters, the truth is that a media during your speech.

If a picture is makes you “famous” in their minds. endorsement can bring you a higher level worth 1,000 words, then a video of trust with an audience that has never  Don’t throw away the article just segment is worth 100,000 words. heard about you. because it is 10 years old. The media Kristen Brown shows a clip of her does not have an expiration date. It is In my introduction, I have the announcer appearance on the “Live with Kelly always fresh. Your college degree say “The Los Angeles Times called Dan an and Michael” show. It is priceless. didn’t come with an expiration date online marketing expert.” If the audience  Create a “magic carpet” of the logos either. No one asks when the article didn’t know me before, now they want to of the media companies in which you was printed. hear everything I have to say! have appeared. You can post that on One of the great things about publicity is As they say, you can’t buy that kind of your first slide to build instant fame. that is the gift that keeps on giving. It is up publicity!  Hold up an article and say “As I told a to you to share your PR with your Other speakers say in their introductions reporter in the Washington audiences. that they’ve appeared on the TODAY Post…” (or show, or been quoted in numerous whatever DAN JANAL has helped thousands of speakers magazines. Some fortunate people can say paper or get publicity with his coaching, consulting and they wrote an article for — or were trade PR LEADS services. For information, go to quoted in — the Harvard Business Review. www.prleads.com. His latest book is called, journal “Reporters Are Looking for YOU!” it is.)

When you mention the Gold Standards of the media, the audience respects you more and are more likely to accept your BEHIND THE PODIUM MAY 2016 | 5

PLATFORM SKILLS

WHY YOU SHOULD STOP SPEAKING A silent moment can create a lasting impression.

One of the core speaking principles is the power of silence. Put into practice, this delivery tool can have a profound impact on an audience.

closing moments, and the aftermath of the stunning victory. Many people forget that this game was played on a tape-delay basis in the United States.

This concept is not always easy to grasp.

It’s counter-intuitive to think that a speaker can be most effective when not speaking. But it’s true.

After Mr. Michaels’ famous words during the closing seconds (“DO YOU BELIEVE IN MIRACLES!!!! YES!!!!) he did something astounding….

The impact of silence is not always He SHUT UP! obvious ‘in the moment.’ Sometimes you never realize the effect it has had. You just See a video clip of know that an insightful comment or these closing moments: humorous line evoked a strong response.

At the time, you probably didn’t think “That speaker just paused long enough for me to get the full impact of her point” or “Thank goodness he shut up long enough to let me laugh!” You simply reacted, and experienced the impact.

This idea hit home for me this week while I watched a video of arguably the greatest moment in American sports history – the 1980 semi-final Olympic hockey match between the U.S.A. and U.S.S.R.

https://youtu.be/8gfD134ED54 He was wise enough to understand the historic significance of the moment, the reaction of the teams, and most importantly, the crowd response.

Doesn’t it still give you chills and thrills, nearly four decades later?

How do I know this? Because, at the 1:59 mark, he said, “No words necessary, just pictures.” He then waits another 12 seconds to allow you to take in just a little more.

This experience was made more emotionally stirring because of what a wise broadcaster knew what not to do. It’s a skill that today’s broadcasters, salespeople, and... yes, speakers — would do well to learn.

As you practice and prepare your next talk, reflect on the impact of Al Michaels’ use of the greatest delivery tool you have at your disposal: silence. Allow your audience to feel your most powerful points, and most emotional moments of your presentation by closing your mouth.

Do this, and when other people ask your audience if you have a powerful message, they will enthusiastically say….

YES!!!

Do you have a deeper appreciation of Al Michaels use of ‘the pause?’ From the And that’s no miracle. It’s just great 1:02 to 1:59 point in this video, he allowed speaking.

If you remember that event, you probably you, sitting at home, to ‘feel’ the moment. just felt an emotional response at the He intuitively MICHAEL DAVIS, the Storytelling MD, is focused on mere mention of it. The impact of the knew that breathing life into your stories and speeches. He shares U.S.A. victory is difficult to convey 36 saying processes and tools from the most successful years later, but it was profound. anything speakers, leaders, and Hollywood screenwriters to would help you craft more meaningful and memorable What struck me about that contest was presentations. For more information visit: detract from the masterful work done by lead SpeakingCPR.com or email: mike@speakingcpr.com. it. announcer Al Michaels as he called the 6 | BEHIND THE PODIUM MAY 2016

5 SECRETS TO LOOKING CONFIDENT WHILE SPEAKING PROVEN STRATEGIES FOR OVERCOMING NEGATIVE SELF-TALK

In the past 19 years as a speaker, I’ve the audience and find a few people who disappointment I had experienced, I was found that there are five tools I’ve used to are nodding along with your story or able to mask the jitters. It’s much easier demonstrate the strongest level of points. to hide one emotion with another than it confidence when I’m on the stage. is to hide an emotion by suppressing it.

There is a real sense of reassurance when Get the audience laughing someone is agreeing with you. And the Practice, practice, practice more you focus on these individuals, the I’ve found that opening with a joke There are many people that more confident you sound. And the more always starts a speech off in the believe that speaking is something confident you sound, the more people you right direction. It immediately lightens you are good at or not. I have learned attract. the mood in the room and helps me relax. through personal experience that There is something about looking out in Be expressive with your emotions speaking is something you CAN build up — the audience and seeing smiling faces that but you have to be willing to put in time.

When I first started speaking, I can helps create a bond — particularly if I can admit that I was nervous. I watched When I started speaking I realized I get the audience to join me in laughing at videos of my speeches and realized that I needed to work on my skills. I went to 100 myself. sounded AND looked nervous. There are different Rotary Clubs around the Los Laughing at yourself is incredibly selftimes that no matter what you tell Angeles area and offered to speak for free deprecating, and if you get others to join yourself to calm your concerns, it just if I could place a video camera in the back you in that laughter, then it creates a level doesn’t work. Anxieties aren’t always the of the room. After each engagement, I’d of trust. The laughter allows your easiest thing to quell. review the videos to see what I could attendees to break down the wall that improve.

I realized that I was more prone to forces them to see themselves as vastly tensions when I kicked off my Just as in school, sports and business, the different from you. presentations. I often couldn’t stop the more I practiced, the more confident I was Focus on people who are tensions, but I found that I could hide (Continued on page 12) nodding them. Playing up my emotions by When you feel like you aren’t NIKKI STONE is an acclaimed motivational speaker, really getting connecting with your attendees it can be peak performance coach, Olympic Gold Medalist, and into the best selling author. Nikki helps people in all walks of extremely nerve-wracking. And your excitement life to overcome fears, failures, and plateaus… and nerves can be taken to a whole other level of my story realize their full potential. Learn about her book, if there are people who appear completely or working to When Turtles Fly, at http://www.whenturtlesfly.com/. disinterested. You can often look out in honestly feel the

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BEHIND THE PODIUM MAY 2016 | 7

PLATFORM SKILLS

HOW TO TURN DULL INTO DYNAMIC WHEN YOU SPEAK! The 6 biggest public speaking traps you should avoid.

With an audience of one or a thousand, you want to get a message across.

Perhaps you want your opinions heard at meetings, or you want to lead a training session, or you are delivering a formal presentation. Possibly your sales team needs to improve its customer communication, or you're in a position to help your CEO design an important speech.

your audience emotionally involved and transport them to another time and place.

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NO EMOTIONAL CONNECTION

Powerful communication combines intellectual and emotional NO CLEAR STRUCTURE connections. Appeal to listeners’ rational, intellectual self-interest with data and Enable people to follow what you are reason. Create emotional connections by saying. If you ramble, listeners will tune out. Start with a strong opening related to engaging listeners' imaginations, involving them in your stories, and answering their your premise; state your premise or central theme; list the "Points of Wisdom" unspoken question, "What's in this for Be aware of these 6 major that support your premise; illustrate with me?" Use a high “You/I balance." Not "I'm pitfalls of public speaking: going to talk to you about . . . , " but stories, statistics, and/or case histories.

Review, take questions, and close strong. "You're going to learn the latest trends in .

UNCLEAR THINKING . ." Not "I want to tell you about Bobby NO MEMORABLE STORIES Lewis," but "Come with me to Oklahoma If you can't explain your objective in one City. Let me introduce you to my friend, sentence, your focus may be fuzzy.

People rarely remember exact words; they proud father Bobby Lewis." Pull the Listeners will be confused, and their remember mental images. Support key listener into the story. attention will wander. Whether improving points with vivid, relevant stories. Help NO PAUSES your own skills or helping someone else listeners see your message with create a presentation, start with a onememorable characters, engaging sentence premise. situations, dialogue, suspense, drama, and Good music and good communication both contain changes of pace, pauses, and natural humor. A good example can get full rests. During pauses, listeners digest

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what they have heard. Give your audience time to consider how your message applies to them. They are more likely to remember and repeat your key ideas and message. Pause when you say something profound, proactive, or after a rhetorical question. Crowd in too much information and the audience may tune out.

yourself to check for bad verbal habits.

Record your side of conversations, rehearsals, and actual presentations.

Listen, become aware, and re-script until such audience-aggravators have vanished.

Tie your closing back into your opening theme in a circular way. Remember, last words linger.

Avoiding these 6 common pitfalls will make you more dynamic, powerful, and persuasive.

Before you close, review key ideas. Ask for short, specific questions.

PATRICIA FRIPP, CSP, CPAE, is a Hall of Fame awardIRRITATING NON-WORDS Challenge winning speaker, sales presentation skills trainer, inthe demand executive speech coach, and on-line training expert. Kiplinger’s Personal Finance wrote that “. . . the Hmmm, uh, er, like - you know what I audience to sixth best way to invest in you is to learn presentation mean. Beginning each idea with now or so take action skills from Patricia Fripp.” can be irritating. The constant use of based on your Take a trial at http://www.frippVT.com “Right?” at the end of sentences kills presentation, and impact and lowers your credibility. Record close on a high.

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BEHIND THE PODIUM MAY 2016 | 9

MAINTAINING A SUSTAINABLE SPEAKING BUSINESS

PLATFORM SKILLS THAT GET YOU BOOKED 3 essential audience-first skills every speaker should master

A top priority of every professional speaker is to continually work at developing and polishing their platform skill set. Many of these skills directly relate to better understanding and accommodating your audience. Here are 3 essential platform skills to be sure you master if you want to be an in-demand speaker who is known for establishing a connection with their audience.

from your talk. Qualitative research such as this is based on discovering the challenges and points of pain of your audience, which will allow you to apply your expertise in specific ways and provide more clearly defined benefits.

Your questionnaire doesn’t have to be extensive or elaborate. To craft your presentation material effectively, just ask a few basic questions that will shed more Platform Skill: Knowing Your Audience light on the issues you most need to understand. When event day arrives, Apart from the quality of your you’ll be better able to naturally relate to presentation itself, nothing will add to the your audience because you’ll have a overall success of your speaking genuine understanding of who they are engagements more than properly and what problems they’re up against. As preparing for each event by knowing your a result, you’ll be well positioned, with a audience and tailoring your program to more natural rapport and informed their needs. When you work on improving perspective of the event’s attendees. your ability to respond to the specific problems of each group you speak to, you Platform Skill: Effective Delivery Style increase the likelihood that you’ll be able It’s been said that consistent and to offer relevant solutions that actually dedicated practice is the royal road to make a real and lasting difference. mastering any skill — and public speaking One proven strategy I frequently see top is no different. Yet in terms of developing speakers using these days is sending out a your platform skills, delivering your questionnaire to a small group of presentation means much more than attendees before they start customizing simply memorizing your content. their material. This approach will help you Rehearsing and becoming deeply get to know your audience and gain a confident with your material does not clearer sense of what they actually need 10 | BEHIND THE PODIUM MAY 2016

mean you should attempt to memorize what you’re going to say. Have you ever heard an interview where someone is reading from prepared notes? It doesn’t sound natural, and it will make you seem inaccessible and mechanical. It comes across as too polished and well-rehearsed.

Instead, try to focus on becoming deeply comfortable with the core concepts you want to communicate. When your delivery style consistently comes across in a relaxed and effortless way, it makes it easier for your audience to pay attention to your message, develop rapport with you, and ultimately derive benefit from your presentation.

In studying top speakers in your niche, take notice of what they do well in this regard. What makes them so compelling?

Is it the fluidity of their transitions between key points? Their conversational tone, as though they’re addressing a small group of close friends despite presenting to hundreds of attendees? Or is it something more concrete, like the way they clarify and drive home important concepts?

Try to identify what these speakers do so well, and contrast it with areas where you

might still be struggling. Then, get to work improving upon your weaknesses.

Platform Skill: Engaging Body Language Although many novice speakers are still largely unaware of how important it is, body language gives subtle clues about inner states and confidence levels. This means that if you have hidden insecurities, a lack of self-belief or doubts about the truth and value of what you’re saying, the audience will soon pick up on it — despite your best efforts to convince them otherwise with the words you say.

Voice. Focus on the use of your voice to indicate meaning and emphasize key points during your presentation. Learning to use your voice to its full effect is a deciding factor in how much impact your message will ultimately make on your audience.

as you gain more speaking experience and become more comfortable in front of an audience, but here’s a great strategy to keep in mind: use only movements that strengthen and reinforce your message, and avoid any movements that weaken or detract from your message. Record yourself to discover your distracting habits (e.g. touching your face, hair, or glasses repeatedly).

Facial expressions. No matter who you’re speaking to, audience members rely on your facial expressions to bolster and enhance the meaning of what you’re When mastered, these audience-first skills saying. Try practicing your entire talk will significantly broaden your abilities, without sound in front of a mirror. Form allowing you to improve your results and the words, but let your face do the speak with maximum impact. communicating.

See how you can translate So if effective body language has become the forgotten platform skill in your toolkit, this kind of conscious RICHARD ANDREWS is the Director of Education at you can start developing it properly by SpeakerMatch Academy. He has a diverse writing, face-first paying closer attention to how you use it in training and consulting background in various delivery to everyday life. You’ll then be able to more business settings, including Internet marketing, your live accurately gauge what limitations you ePublishing, branding and online community building. show. might be revealing through your body Richard has worked with leading speakers and experts, language during your live presentations. including Jack Canfield, Robert Kiyosaki, Les Brown, and Movement and Here are a few key areas to pay attention to in regards to body language:

gestures. Your use of gestures will naturally improve

others. Richard holds a Master's degree in education, and is a certified PR specialist. Contact him anytime at richard@speakermatch.com.

This Month’s Assignment

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Get to know your audience better.

Use things like questionnaires to gain a deeper understanding of who you’re working with so you can more effectively customize your presentation based on their specific needs.

Polish your delivery style.

Develop a more relaxed stage approach by becoming more knowledgeable about your core concepts and studying top speakers in your niche.

Improve your body language.

Become more aware of how you’re using your voice, facial expressions, movement, and gestures in order to improve audience rapport and help them benefit from your message.

BEHIND THE PODIUM MAY 2016 | 11

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ENSURE YOUR SLIDES ARE ALWAYS AVAILABLE (Continued from Page 9)

properly — which takes practice. The effect is ruined if you’re fumbling to hit the right buttons on an unfamiliar clicker.

The best clickers fit comfortably inside your hand and remain unobtrusive. Avoid “hockey pucks,” which are awkward to hold, and tablet/smartphone advancers, which call attention to themselves and often require you to look at the device rather than the audience at crucial moments.

If timing allows, run through a few slides before the audience arrives. Make sure your clicker operates from wherever you may want to roam in the room. (It can be very powerful to stand behind the

audience at one point when you want them thinking about something on the screen.) This is a good time to test any microphone as well, to note points in the hall where you get feedback (ringing), and places you need to remember to avoid.

In the end, my speech isn’t about PowerPoint. The slides are an adjunct to what I want to communicate. I am the focus, not my slides.

I also travel with adapters that will connect to various projector inputs — HDMI and VGA. That said, I always have multiple ways of loading my presentation

STEVEN B. LEVY speaks worldwide about leadership, time management, and project management. His latest book is PowerPoint Slides That Work!

(Continued from page 7)

and the better I’d perform. As an aerial skier, I would do my jumps hundreds — if not thousands — of times before I would perform a maneuver in competition. With more and more practice delivering speeches, I could visibly see my performances improving. And you can’t help but gain selfesteem with the more experience you have.

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Because I often do use slides, I need to go the extra mile to be sure they’ll support me the way I expect, and that I am not surprised by whatever can go wrong.

Because I spend considerable time crafting my slides, I prefer to use my own computer. I know that the fonts are loaded and display correctly, that it has the current version of my presentation software, and that my clicker works.

LOOKING CONFIDENT

Be prepared if you make a mistake

onto a show computer in case I have to use it.

he’d keep on hand if and when he made a blunder. No matter how professional someone is and how long they have spoken, EVERYONE makes mistakes. And the mistakes actually make people appear more human and come across as more relatable.

But, when we become uncomfortable with slip-ups and gaffes, then our audience becomes more uncomfortable as well.

As I shared in my first tip, laughing at ourselves can put everyone at ease. So try preparing a comment like, “I guess those swan dives off our family loft as a child DID have its repercussions”.

One of the most important lessons I learned as a speaker It helps you suppress some of your speaking fears when actually came from late night TV. I saw an interview you know you have one or two “get out of jail free” with Johnny Carson and he confessed to preparing a joke that cards on hand.