Client Interaction Q

The speaker discusses the importance of active listening and paraphrasing in client interactions. They suggest starting conversations with self-actualized questions and using rating questions to assess performance. They emphasize the use of the word "what" in questions and the need for clear expectations. The speaker advises against using the word "why" as it can put people on the defensive. Concrete coaching is recommended for effective communication. Now, when you think about questions for client interactions, let's go to some attributes of active listening and paraphrasing. I always love to start conversations with self-actualized questions. What are you going to do to successfully demonstrate active listening? What are you going to do to successfully demonstrate paraphrasing? What are you going to do to successfully and then fill in the blank? Now, the other thing that I would encourage you to think about is something called rating questions. So, if I'm coaching someone, let's say Tom, and I say, Tom, on a scale of one to six, you flawlessly, all the time, without exception, never an interruption, you always demonstrate our definition of active listening and paraphrasing. And one, you're a little inconsistent or choppy or maybe you don't do it as well as you'd like to. How would you rate yourself and why? That question positions you for the next question, which is, what do we need to do together to move towards a six, and would you mind if I gave you a couple suggestions? That gap really positions you to move forward in a very positive way. Again, with questions, especially with client interactions, make sure you have your definition, the expectations are clear, insert the word what in front of those attributes. So, if you have the word thoughtful in your definition, what are you going to do to thoughtfully engage with that customer? If you have kindness, what are you going to do to demonstrate kindness on a consistent basis? So, the key to questions is we always encourage you to start with the word what, not why. So, when you think about the fundamentals of a client interaction, well, why didn't you show that person active listening tends to put people in a defensive posture. Then they're worried about not making a mistake versus improving. The word what, what will you do to successfully demonstrate paraphrasing, you get the idea. So, remember, start with the word what and think about those attributes, active listening, thoughtful, kind, demonstrating product knowledge thoughtfully, fluently, consistently, without exception. The more you give it substance, the more concrete your coaching will be delivered. Thank you.