Introduction
Emphasis is often placed on saying the right thing in selling. However, effective communication is a lot more than just words: it is how we say, what we say and how we interpret what a client is really saying to us. This programme explores the use of all forms of language in sending and receiving communications, to develop those customer relationships that give you the best edge in a highly competitive arena.
Learning Outcomes
On successful completion of the programme participants will be able to:
Read the signals of tone and body language behind the words they hear to fully understand the intended meaning.
Demonstrate empathy and understanding by matching a client's communication channels.
Pace and lead a client's communication channels when appropriate to achieve a mutual outcome.
Recognise macro and micro signals in other people's communications.
Recognise incongruence as it appears in communication.
Identify language that indicates the main motivators driving a client's thinking patterns.
Recognise a person's thinking systems through the word, speech and behaviour patterns they use.
Programme Content
The fundamentals of reading body language: sensory acuity;
Voice tone: power, pace, pauses and pitch;
Incongruence: how to spot incongruence and what to do about it;
Matching, pacing and leading: how to do effective body language, when to do it, what to get from it;
Macro and micro signals: understanding the difference between them; calibrating signals; signals we send and signals we read;
Language choices: recognising the meaning behind language and using appropriate language to influence and change responses;
