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Outline > Communication Skills

Communication Skills

  • nthe outcome question
  • nthe evidence question
  • ncumulating outcomes
  • nthe conditional close
  • the reference point process

RAPPORT DEVELOPMENT

  • Matching
  • Pacing
  • Leading

infinite variables

language to use

  • appreciating that . . .
  • understanding you to feel . . .
  • acknowledging that . . .
  • assuming that . . .
  • respecting that . . .
  • accepting that . . .

language to avoid

  • I think
  • you should
  • but
  • however

Working with beliefs and resistance

INDIRECT TECHNIQUES

  • Metaphor (journey)
  • Analogies within participant realities (work and play)
  • Quotes and speaking through another voice
  • Normative statements (allow options to be considered)
  • Manipulation or Maneuvering?

REMEMBER THE COMMON GROUND

  • Common Interests
  • Interdependence
  • Easy Points of Agreement

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Online Training Manual

Communication
Question Forms
Rapport Development
Outcome Questioning
Anchoring
Indirect Techniques
Overall Model



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