Challenge Sometimes there are moments of discomfort during parts of conversations. Often, we don’t want to feel like we’re being pushy, annoying or unlikeable. And we try hard to preserve our self-image of being nice, intelligent, and more likeable. But it can cause a lot of other problems that make life much harder for ourselves …
A major blindspot for many (nice and intelligent) engineers Read More »
Challenge Sometimes we ask or tell the customer to do something and there’s hesitance. Sometimes there’s reluctance on our part to address a part of a conversation because we feel awkward. This simple technique tackles both. Solution Video: 3 m 01 s Actions Just start building this one as habit by using it more often! …
Helping the customer to overcome inertia and reluctance Read More »
Challenge Other people don’t think like you do! And they don’t make decisions in the same way. So when talking to other people, your life’s work getting used to how YOU think, use logic, and decide is…problematic! (Ever wondered why on earth the person you’re talking to isn’t using (your) logic?) No. They’re using theirs. …
Challenge There are common things we may accidentally say to customers. We say them for apparently good reasons (and don’t mean any harm by them). But they can quickly erode trust and value when the customer hears them. We need to know what they are and why they’re more damaging than we think. Then we …
Challenge Are you seeing yourself in the same way that your customer’s are seeing you? Most people think that they are being valuable and helpful. But what does your customer, colleagues, and team leader think? What about the next customer you’re about to speak to? We might need to make some adjustments. Solution Video: 4 …
Challenge Proper accurate listening is really hard! You hear me? Especially for problem-solving engineers itchy to solve what they think is going on before the customer can finish their next sentence! Here’s how to demonstrate active listening, a vital skill. Solution Video: 6 m 35 s Actions Just practice. Pay attention to how well you’re …
Challenge How do you find what’s really driving the customer’s thought process above all else? (Or anyone else’s main decision driver?) Solution Video: 5 m 41 s What have you learned? Actions Take the time to fully understand the principles behind this. You do not have to use the wording suggested. Once you understand what …
Challenge How do we start our conversations strong, creating instant buy-in, steer through awkward parts of conversations and increase our influence? Solution Video: 6 m 49 s What have you learned? Actions Notice when you or others do this Pick out the more challenging parts of your typical customer conversations. Consider the start, turning the …
Challenge How do we open conversations, create instant trust, and make things flow? Solution Video: 6 m 1 s What have you learned? Actions Notice when people are in rapport (and when they’re not) Notice the gap between you and others when you talk What are they seeing, thinking and feeling? Can you mirror their …
Challenge We want a simple tool that gets us to apply REVOD in our conversations, methodically. Solution Video: 2.5 mins Resources STS Call Planner – one pager toolDownload Actions Print it out (or make your own version) and use it! Use it for a challenging conversation in your personal life. Important One thing I’ve experienced …
