7. Focus yourself customer
Are you the right person?
Consider the outcomes. Their explicit Your explicit
outcomes outcomes
What do you want when
this engagement is
complete?
What will that get for you? Their implicit Your implicit
outcomes outcomes
How will you know you
have it?
8. Prepare
Is it safe? Am I of value to them? What do I bring them?
Understand the outcomes
Leave them with improvement
What is the key message that I want to deliver?
11. World Models
Clients often only see the
problem
Why did this happen
The person to blame
What went wrong
It’s only a challenge
ahead
12. Permission & Rapport
Words
Pace Pace and lead
Tempo
Posture Recall a positive
Energy experience
Pace
Behavior
Gestures Tell a story
Attire
Pace Use your language skills
Tone
Get up and move
Lead
Accepta
Accepta
nce Resistance
Resistance
nce
(what is it they want?)
13. Resourceful state
Move the client from the
problem to a positive
focus
Acknowledge the
problem, and...
Expand the world model
to open up more options
16. Client's real needs
selective attention to
Deletions certain information
“Our people are
First understand their Unspecified Nouns
incapable”
view of the world changes to what we
Distortions see, hear, feel
Expand their view,
“Our people need to
maintaining rapport Assumptions
work together better”
Generalization
Recover information sample of one...
s
“Can’t”
Necessities
“Impossible”
17. Desired state
What is the client’s world
view when everything is
going right?
Do they even know?
When they can “see” the
future, they increase their
motivation for a solution.
18. Key Questions
What do you want?
What will that get for you?
How will you know when you have it?
What do you have that you wanted?
19. Other questions
When is the key decision?
What form should the result take?
Who should be included?
What will you lose when you have the solution?
What are the barriers today?
What is already in place?
What else do you need?
20. Language and time
Use past tense for the problem
Use present tense when talking about desired state
Avoid jumping to a detailed solution or putting content
into what they desire
Future
when you have been enjoying the solution...
Present
21.
22. 3 key
questions
What do you want?
what will that get for
you?
How will you know when
you have it?