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Other Added - Watch Your Language or You'll Be Watching Your Customers' Backs as They Walk Away!
Call centers provide two types of services: inbound and outbound. The inbound call centers service the enquiries of customers who want to obtain information regarding their personal problems, or ask for a solution or any other help. Large, multinational organizations are constantly trying to expand their business locally as well as internationally. That means an increase in workload for customer support services. These large businesses require a large workforce to handle the customer support services, which are the backbone of the successful functioning of any business.Handling the customer support department implies diversion of attention of the management fr
Salesperson: Let's walk through the specifications again and maybe you can get a better handle on the way it would work.
Compared with this scenario:
Customer: I can see difficulties with this. I just can’t picture it working.
Salesperson: Let’s take a look at the specifications again and see if we can get some clarity on how it would look to you if it did work.
The following exercises are designed to help build an awareness of the language predicates that people use, as well as a high level of skill in adapting your own language to theirs.
Exercise - Heightened Awareness of Predicates and Breathing Cues
Breathing cues can alert us to the type of sensory representational systems (V, A, K: visual, auditory, kinaesthetic) a person is using. When a person is breathing hig
The same old story time after time. There is a program, or a system, or this, or a that designed for ultimate success, wealth, health, prosperity, peace of mind...and it goes on and on...Its time to stop the insanity!There is no absolute answer to health, wealth, peace of mind success or anything else! The news may frighten, alarm, disgust...whatever. But the sad but true fact is..."there is no yellow brick road, Dorothy."There are credible and reliable and profitable ways to conduct business on the net. The old saying of jump on board with this or that is done! Bury that notion!No program on the net is designed for anything ultimately but
We experience the world only through our senses. If we didn’t see, hear, taste, smell, touch or feel any physical sensation, we would have 100% sensory deprivation and would have no experience of the world whatsoever. In fact we would probably die, because there would be no physical feedback telling our brain to make our heart beat with a certain rhythm, or telling our lungs that they needed to fill.
So for us, “reality” is based firmly on what our physical senses tell us because we can only know the world through the senses we use to experience it. Whenever we attempt to describe our reality (ie communicate, even to ourselves) we display the senses we have used to process our experience, via the very words we select.
These words are called predicates, and are the linguistic cues which alert us to which representational system someone is using. It can be most helpful to recognise and pace these in order to build and maintain rapport, and in fact if you do not pace these you may find your client or colleague has difficulty in trusting you or even understanding you.
Take a look at the lists of predicates below and notice how easily you can now understand how language betrays someone’s internal processing!
Visual Predicates: see, look, appear, view, show, illuminate, clear, focus, imagine, picture, catch a glimpse of, dim view, get a perspective on, eye to eye, in light of, make a scene, mind's eye, pretty as a picture, showing off, take a peek, well defined, vivid clarity
Auditory Predicates: hear, listen, sound, make music, tell, harmonise, tune in/out, be all ears, rings a bell, silence, resonate, deaf, overtones, attune, outspoken, clear as a bell, call on, clearly expressed, describe in detail, earful, give me your ear, word for word, orchestrate
Kinaesthetic Predicates: feel, touch, grasp, get hold of, slip through, catch on, tap into, make contact, throw out, turn around, hard, concrete, get a handle on, touch base, boils down to, come to grips with, connect with, cool/calm/collected, firm foundations, get a load of this, get in touch with, slipped my mind, hand in hand
You might also from time to time hear some predicates which could be described as gustatory or olfactory: yummy, leaves a bad taste, tasteful, tasteless, stinks, soft buttery fabric, peachy! Most NLPers tend to lump these together with kinaesthetic predicates.
Some words don’t seem to be attributable to any particular representational system: consider, think about, believe, calculate etc. This type of language is often used in technical or academic reporting and is considered to be “auditory digital”.
Clash of the Predicates
Because we generally have a preference for using one particular sensory system to process our “reality” it logically follows that our language predicates will be from that same sensory system. Thus someone might have a preponderance of visual predicates, while someone else might have mostly auditory predicates.
If we fail to recognise that, and fail to adapt our own language to suit the person we’re communicating with, we risk not being understood, but more importantly, we risk that person feeling that we don’t understand them!
Check this scenario:
Customer: I can see difficulties with this. I just can’t picture it working.
Salesperson: Let's walk through the specifications again and maybe you can get a better handle on the way it would work.
Compared with this scenario:
Customer: I can see difficulties with this. I just can’t picture it working.
Salesperson: Let’s take a look at the specifications again and see if we can get some clarity on how it would look to you if it did work.
The following exercises are designed to help build an awareness of the language predicates that people use, as well as a high level of skill in adapting your own language to theirs.
Exercise - Heightened Awareness of Predicates and Breathing Cues
Breathing cues can alert us to the type of sensory representational systems (V, A, K: visual, auditory, kinaesthetic) a person is using. When a person is breathing high
If published statistics are accurate, employment agencies and search firms fill about 20% of all jobs in the US. Job boards fill anywhere between 2% and 8%. So how do the others get filled?Networking consistently fills more jobs than any other method. Yet people often don’t know how to network well or only act in crisis (I need a job now!) Networking when you don’t need a job will help you cultivate relationships that will help you find work.Here’s what to do.1. Develop an elevator speech. If you’re not familiar with the term, an elevator speech is a 30 second synopsis of you experience that you want people to remember about you. It needs to be
Take a look at the lists of predicates below and notice how easily you can now understand how language betrays someone’s internal processing!
Visual Predicates: see, look, appear, view, show, illuminate, clear, focus, imagine, picture, catch a glimpse of, dim view, get a perspective on, eye to eye, in light of, make a scene, mind's eye, pretty as a picture, showing off, take a peek, well defined, vivid clarity
Auditory Predicates: hear, listen, sound, make music, tell, harmonise, tune in/out, be all ears, rings a bell, silence, resonate, deaf, overtones, attune, outspoken, clear as a bell, call on, clearly expressed, describe in detail, earful, give me your ear, word for word, orchestrate
Kinaesthetic Predicates: feel, touch, grasp, get hold of, slip through, catch on, tap into, make contact, throw out, turn around, hard, concrete, get a handle on, touch base, boils down to, come to grips with, connect with, cool/calm/collected, firm foundations, get a load of this, get in touch with, slipped my mind, hand in hand
You might also from time to time hear some predicates which could be described as gustatory or olfactory: yummy, leaves a bad taste, tasteful, tasteless, stinks, soft buttery fabric, peachy! Most NLPers tend to lump these together with kinaesthetic predicates.
Some words don’t seem to be attributable to any particular representational system: consider, think about, believe, calculate etc. This type of language is often used in technical or academic reporting and is considered to be “auditory digital”.
Clash of the Predicates
Because we generally have a preference for using one particular sensory system to process our “reality” it logically follows that our language predicates will be from that same sensory system. Thus someone might have a preponderance of visual predicates, while someone else might have mostly auditory predicates.
If we fail to recognise that, and fail to adapt our own language to suit the person we’re communicating with, we risk not being understood, but more importantly, we risk that person feeling that we don’t understand them!
Check this scenario:
Customer: I can see difficulties with this. I just can’t picture it working.
Salesperson: Let's walk through the specifications again and maybe you can get a better handle on the way it would work.
Compared with this scenario:
Customer: I can see difficulties with this. I just can’t picture it working.
Salesperson: Let’s take a look at the specifications again and see if we can get some clarity on how it would look to you if it did work.
The following exercises are designed to help build an awareness of the language predicates that people use, as well as a high level of skill in adapting your own language to theirs.
Exercise - Heightened Awareness of Predicates and Breathing Cues
Breathing cues can alert us to the type of sensory representational systems (V, A, K: visual, auditory, kinaesthetic) a person is using. When a person is breathing hig
If you haven't already seen the latest beverages on your local store shelves, you've been missing out on a profitable opportunity. Once limited to health food stores and fitness supplement retailers, energy drinks are becoming the latest way to quickly and easily make a profit as an Energy Drink Brand, distributor or wholesaler.The industry has grown 700% in the last 5 years and still growing at up to 72% every single year.The energy drink industry is booming because of the current attention to new brands, non-coffee drinkers, health and fitness and the help of Red Bull, Monster Energy Drink and Rock star Energy Drink. As people have become more inter
Kinaesthetic Predicates: feel, touch, grasp, get hold of, slip through, catch on, tap into, make contact, throw out, turn around, hard, concrete, get a handle on, touch base, boils down to, come to grips with, connect with, cool/calm/collected, firm foundations, get a load of this, get in touch with, slipped my mind, hand in hand
You might also from time to time hear some predicates which could be described as gustatory or olfactory: yummy, leaves a bad taste, tasteful, tasteless, stinks, soft buttery fabric, peachy! Most NLPers tend to lump these together with kinaesthetic predicates.
Some words don’t seem to be attributable to any particular representational system: consider, think about, believe, calculate etc. This type of language is often used in technical or academic reporting and is considered to be “auditory digital”.
Clash of the Predicates
Because we generally have a preference for using one particular sensory system to process our “reality” it logically follows that our language predicates will be from that same sensory system. Thus someone might have a preponderance of visual predicates, while someone else might have mostly auditory predicates.
If we fail to recognise that, and fail to adapt our own language to suit the person we’re communicating with, we risk not being understood, but more importantly, we risk that person feeling that we don’t understand them!
Check this scenario:
Customer: I can see difficulties with this. I just can’t picture it working.
Salesperson: Let's walk through the specifications again and maybe you can get a better handle on the way it would work.
Compared with this scenario:
Customer: I can see difficulties with this. I just can’t picture it working.
Salesperson: Let’s take a look at the specifications again and see if we can get some clarity on how it would look to you if it did work.
The following exercises are designed to help build an awareness of the language predicates that people use, as well as a high level of skill in adapting your own language to theirs.
Exercise - Heightened Awareness of Predicates and Breathing Cues
Breathing cues can alert us to the type of sensory representational systems (V, A, K: visual, auditory, kinaesthetic) a person is using. When a person is breathing hig
Branding not only means consistency, it means that you have to put in an effort to make sure that you pay attention to details. Before you begin on your journey to create a brand, here are some elements that make up a brand:LogoBusiness CardsFontsColorsBrochuresEmail signaturesVoice mail messagesCustomer interactionMusic on the phone or other locations Branding is about identifying your company, products and services in way that differentiates you from your competitors. It also creates a customer perception about you and your company through an experience and promise of goods to
Clash of the Predicates
Because we generally have a preference for using one particular sensory system to process our “reality” it logically follows that our language predicates will be from that same sensory system. Thus someone might have a preponderance of visual predicates, while someone else might have mostly auditory predicates.
If we fail to recognise that, and fail to adapt our own language to suit the person we’re communicating with, we risk not being understood, but more importantly, we risk that person feeling that we don’t understand them!
Check this scenario:
Customer: I can see difficulties with this. I just can’t picture it working.
Salesperson: Let's walk through the specifications again and maybe you can get a better handle on the way it would work.
Compared with this scenario:
Customer: I can see difficulties with this. I just can’t picture it working.
Salesperson: Let’s take a look at the specifications again and see if we can get some clarity on how it would look to you if it did work.
The following exercises are designed to help build an awareness of the language predicates that people use, as well as a high level of skill in adapting your own language to theirs.
Exercise - Heightened Awareness of Predicates and Breathing Cues
Breathing cues can alert us to the type of sensory representational systems (V, A, K: visual, auditory, kinaesthetic) a person is using. When a person is breathing hig
As the practice of public relations in China continues to mature, it seems appropriate to ask whether Chinese business managers – tutored as they have been by European, North American and other PR specialists – continue to apply major public relations emphasis to print and broadcast communications tactics. In other words, do they still see PR through the lens of simple publicity, as many in the West still do?Or, do the best among Chinese managers -- as is also true for many businesses in Western economies -- realize they need true behavior change among their most important outside audiences leading directly to achieving their managerial objectives?ure it working.
Salesperson: Let's walk through the specifications again and maybe you can get a better handle on the way it would work.
Compared with this scenario:
Customer: I can see difficulties with this. I just can’t picture it working.
Salesperson: Let’s take a look at the specifications again and see if we can get some clarity on how it would look to you if it did work.
The following exercises are designed to help build an awareness of the language predicates that people use, as well as a high level of skill in adapting your own language to theirs.
Exercise - Heightened Awareness of Predicates and Breathing Cues
Breathing cues can alert us to the type of sensory representational systems (V, A, K: visual, auditory, kinaesthetic) a person is using. When a person is breathing high in the chest (see shoulders moving) then they may be processing pictorially. When a person is breathing mid chest (abdomen not moving) they may be processing auditorially. When a person is breathing fully (abdomen moving in and out) they may be processing kinaesthetically.
In groups of 3 or more, A talks to B about a situation, and every time A uses a predicate, B raises his/her hand, breathes in a V, A or K way, and names the word to which he/she was responding and which representational system he/she was modelling. C observes and comments on accuracy.
Exercise - Gaining Facility in Switching to Other People’s Language
In writing, describe the same sales proposal 3 times, using first visual, then auditory, then kinaesthetic predicates. Take about 4 lines of writing each time.
What sensory preference do you think you have? Hint: In the sentence work above, one of the sentences may have seemed very easy, and the others more difficult.
Be more aware of your clients’ language, and adapt your own appropriately, and you’ll greatly influence the quality of the connections that you make.
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