NLP la telefon - Cum sa asculti, sa faci raport si sa comunici eficient | Calatorii prin Sunet

Hello! My name is Vlad. And my name is Ina. Today we will talk about how you can apply NLP on the phone. And specifically, when you are talking to a client, whether you call him or he calls you, and no matter if you get along better or worse with him, although most of the time the problematic clients are the ones who give us the biggest headache. Well, before you talk to him, the most important step you have to take is to listen to him. And listen to him carefully, to the client who called you or you called him. Sometimes it happens, for example, that it seems to us that someone is laughing at us or that he is talking to us in a more angry tone, when in fact that person may not have any intention of talking to us like that, but is in an environment where there is a lot of noise, maybe he is in traffic, maybe he is, I don't know, in another area where he simply doesn't hear. And then he talks louder. That's why it's important to listen, to listen to his tone of voice, and to listen to the background noise that we can perceive. After that, after we listen to him, and I remind you that listening is not a process that starts and ends before we start talking, so we listen to him throughout the conversation. Another important element that we have to do is to make a report. A report and a pacing with that person. What does this mean exactly? To be in the same rhythm with that person. If he talks faster, let's speed up the conversation. If he talks slower, let's adapt to the tone of his voice. The level, the volume, the intonation or any other inflections of the voice that we surprise the other, it is important to adopt them as well. And then, after we enter into a rapport with that person, and we go in the same rhythm with her, like in a dance in which the two enter into a rapport, and then they dance in the same rhythm, we do the leading part. This means, in NLP, to take over the leadership of the conversation. That is, if that person is in a certain emotional state, no matter if it is good or less good, and you, at some point, going in the same initial rhythm, change the rhythm, for example, you direct the attention of the other person through your state, towards an offer or towards another subject that you want to change, if you did quite well and for quite a long time the part of rapport and the part of pacing, that person will come after you. And, in fact, this is the purpose, to be able to influence the other person through language and to go with you in the part of rapport, pacing and leading. The attention here is to influence him in an ecological way, because we put a lot of emphasis on this aspect. Then, the part of preferred language comes into play, that is, to listen carefully, while you are having a conversation on the phone, what words do you use, if you use more visual words, or auditory words, or kinesthetic words, or unspecific ones. Unspecific means that it does not fit into any of the previous three. For example, observe or change, which does not go into visual, auditory or kinesthetic. And the moment you notice that the person you are talking to on the phone enters one of these categories, communicate in the same language. You also use words that are more predominantly visual, auditory, kinesthetic or unspecific. And you will notice that the communication you have with the one you listen to or with whom you want to reach a certain consensus, becomes much easier, much easier and much more balanced. And, in fact, I think this is the purpose, to transmit the message, regardless of whether you sell, sell or seek to receive a certain offer. If you liked this video, press the subscribe button. Also, you can find us on Google Plus and Facebook. When you have a dream and a vision, especially if it brings something positive in people's lives, to persist. Because at some point you get what you want, sometimes you get less than what you want. And then you learn a lot. It is important to persist and to go further, to make a plan, to adjust it, because at some point you may have pleasant surprises, and you will learn a lot from the least pleasant ones. You can be sure of that. How do you want to know more people and learn more things from the life experiences you go through, if you enter an internal dialogue, through which you say that no one will like you, that you will feel lonely in the city, that you are alone and sad, and this results in staying at home all week? What if you become curious about what you could do differently, when you find yourself in a difficult situation?