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Casual Articles - Watch Your Language or You'll Be Watching Your Customers' Backs as They Walk Away!
As the old saying goes, “you never get a second chance to make a first impression.” In today’s business world, of course, that first impression usually does not come from a face-to-face conversation, but from whatever you can tell your future boss about yourself on paper: your resume.But knowing what information to put on your resume is a challenge. You want to tell your future boss about every noteworthy thing you’ve ever done, but your future boss only has a precious few seconds to look at your resume and the countless others that pass their way. How do you create a resume that makes a first impression that counts?Of course, there are the basic things
Exercise - Heightened Awareness of Predicates and Breathing Cues
Breathing cues can alert us to the type of sensory representational systems (V, A, K: visual, auditory, kinaesthetic) a person is using. When a person is breathing high in the chest (see shoulders moving) then they may be processing pictorially. When a person is breathing mid chest (abdomen not moving) they may be processing auditorially. When a person is breathing fully (abdomen moving in and out) they may be processing kinaesthetically.
In groups of 3 or more, A talks to B about a situation, and every time A uses a predicate, B raises his/her hand, breathes in a V, A or K way, and names the word to which he/she was responding and which representational system he/she was modelling. C observes and comments on accuracy.
Exercise - Gaining Facility in Switching to Other People’s Language
In writing, descr
Citizen Watch Company is a watch brand that was established in 1924. The men who established the company chose Citizen as the name so that it would be easily recognizable to people everywhere. Citizen has become a world wide company in the last seventy-five years and is now recognized as a global brand. Every year since the year 1986 Citizen has been recognized as the largest watchmaker in the world. Citizen is also recognized for the innovative technology that they use to make Citizen watches. Citizen has been first for many types of watches. They were the first to create the world’s slimmest LCD. They had the first voice recognition watch. The Citizen dive watches
We experience the world only through our senses. If we didn’t see, hear, taste, smell, touch or feel any physical sensation, we would have 100% sensory deprivation and would have no experience of the world whatsoever. In fact we would probably die, because there would be no physical feedback telling our brain to make our heart beat with a certain rhythm, or telling our lungs that they needed to fill.
So for us, “reality” is based firmly on what our physical senses tell us because we can only know the world through the senses we use to experience it. Whenever we attempt to describe our reality (ie communicate, even to ourselves) we display the senses we have used to process our experience, via the very words we select.
These words are called predicates, and are the linguistic cues which alert us to which representational system someone is using. It can be most helpful to recognise and pace these in order to build and maintain rapport, and in fact if you do not pace these you may find your client or colleague has difficulty in trusting you or even understanding you.
Take a look at the lists of predicates below and notice how easily you can now understand how language betrays someone’s internal processing!
Visual Predicates: see, look, appear, view, show, illuminate, clear, focus, imagine, picture, catch a glimpse of, dim view, get a perspective on, eye to eye, in light of, make a scene, mind's eye, pretty as a picture, showing off, take a peek, well defined, vivid clarity
Auditory Predicates: hear, listen, sound, make music, tell, harmonise, tune in/out, be all ears, rings a bell, silence, resonate, deaf, overtones, attune, outspoken, clear as a bell, call on, clearly expressed, describe in detail, earful, give me your ear, word for word, orchestrate
Kinaesthetic Predicates: feel, touch, grasp, get hold of, slip through, catch on, tap into, make contact, throw out, turn around, hard, concrete, get a handle on, touch base, boils down to, come to grips with, connect with, cool/calm/collected, firm foundations, get a load of this, get in touch with, slipped my mind, hand in hand
You might also from time to time hear some predicates which could be described as gustatory or olfactory: yummy, leaves a bad taste, tasteful, tasteless, stinks, soft buttery fabric, peachy! Most NLPers tend to lump these together with kinaesthetic predicates.
Some words don’t seem to be attributable to any particular representational system: consider, think about, believe, calculate etc. This type of language is often used in technical or academic reporting and is considered to be “auditory digital”.
Clash of the Predicates
Because we generally have a preference for using one particular sensory system to process our “reality” it logically follows that our language predicates will be from that same sensory system. Thus someone might have a preponderance of visual predicates, while someone else might have mostly auditory predicates.
If we fail to recognise that, and fail to adapt our own language to suit the person we’re communicating with, we risk not being understood, but more importantly, we risk that person feeling that we don’t understand them!
Check this scenario:
Customer: I can see difficulties with this. I just can’t picture it working.
Salesperson: Let's walk through the specifications again and maybe you can get a better handle on the way it would work.
Compared with this scenario:
Customer: I can see difficulties with this. I just can’t picture it working.
Salesperson: Let’s take a look at the specifications again and see if we can get some clarity on how it would look to you if it did work.
The following exercises are designed to help build an awareness of the language predicates that people use, as well as a high level of skill in adapting your own language to theirs.
Exercise - Heightened Awareness of Predicates and Breathing Cues
Breathing cues can alert us to the type of sensory representational systems (V, A, K: visual, auditory, kinaesthetic) a person is using. When a person is breathing high in the chest (see shoulders moving) then they may be processing pictorially. When a person is breathing mid chest (abdomen not moving) they may be processing auditorially. When a person is breathing fully (abdomen moving in and out) they may be processing kinaesthetically.
In groups of 3 or more, A talks to B about a situation, and every time A uses a predicate, B raises his/her hand, breathes in a V, A or K way, and names the word to which he/she was responding and which representational system he/she was modelling. C observes and comments on accuracy.
Exercise - Gaining Facility in Switching to Other People’s Language
In writing, descri
We have all heard of the term “Information Overload”. We live in an era where we are bombarded with information – most of the time, people are trying very hard to sell something or the other through this “information.”Every product category has too many players fighting for a toehold in the prospect’s mind.So how do you ensure that you get through to your prospect through this haze of information? How do you ensure that he remembers your product over the competitor’s?Simple, You make use of the fact that anybody will remember something that is different from everything else.You have to invest time and find out what it is that is different
Take a look at the lists of predicates below and notice how easily you can now understand how language betrays someone’s internal processing!
Visual Predicates: see, look, appear, view, show, illuminate, clear, focus, imagine, picture, catch a glimpse of, dim view, get a perspective on, eye to eye, in light of, make a scene, mind's eye, pretty as a picture, showing off, take a peek, well defined, vivid clarity
Auditory Predicates: hear, listen, sound, make music, tell, harmonise, tune in/out, be all ears, rings a bell, silence, resonate, deaf, overtones, attune, outspoken, clear as a bell, call on, clearly expressed, describe in detail, earful, give me your ear, word for word, orchestrate
Kinaesthetic Predicates: feel, touch, grasp, get hold of, slip through, catch on, tap into, make contact, throw out, turn around, hard, concrete, get a handle on, touch base, boils down to, come to grips with, connect with, cool/calm/collected, firm foundations, get a load of this, get in touch with, slipped my mind, hand in hand
You might also from time to time hear some predicates which could be described as gustatory or olfactory: yummy, leaves a bad taste, tasteful, tasteless, stinks, soft buttery fabric, peachy! Most NLPers tend to lump these together with kinaesthetic predicates.
Some words don’t seem to be attributable to any particular representational system: consider, think about, believe, calculate etc. This type of language is often used in technical or academic reporting and is considered to be “auditory digital”.
Clash of the Predicates
Because we generally have a preference for using one particular sensory system to process our “reality” it logically follows that our language predicates will be from that same sensory system. Thus someone might have a preponderance of visual predicates, while someone else might have mostly auditory predicates.
If we fail to recognise that, and fail to adapt our own language to suit the person we’re communicating with, we risk not being understood, but more importantly, we risk that person feeling that we don’t understand them!
Check this scenario:
Customer: I can see difficulties with this. I just can’t picture it working.
Salesperson: Let's walk through the specifications again and maybe you can get a better handle on the way it would work.
Compared with this scenario:
Customer: I can see difficulties with this. I just can’t picture it working.
Salesperson: Let’s take a look at the specifications again and see if we can get some clarity on how it would look to you if it did work.
The following exercises are designed to help build an awareness of the language predicates that people use, as well as a high level of skill in adapting your own language to theirs.
Exercise - Heightened Awareness of Predicates and Breathing Cues
Breathing cues can alert us to the type of sensory representational systems (V, A, K: visual, auditory, kinaesthetic) a person is using. When a person is breathing high in the chest (see shoulders moving) then they may be processing pictorially. When a person is breathing mid chest (abdomen not moving) they may be processing auditorially. When a person is breathing fully (abdomen moving in and out) they may be processing kinaesthetically.
In groups of 3 or more, A talks to B about a situation, and every time A uses a predicate, B raises his/her hand, breathes in a V, A or K way, and names the word to which he/she was responding and which representational system he/she was modelling. C observes and comments on accuracy.
Exercise - Gaining Facility in Switching to Other People’s Language
In writing, descr
On May 12, 2003, the president of a family practice clinic, a physician, and a nursing informatics specialist won each first-place in a Microsoft Corp.-sponsored competition to honor innovative healthcare professionals. Entrants were judged by a panel of Microsoft representatives based on the number of features in Office they were using, their productivity gains, and how applicable the featured uses would be in other healthcare settings. All three winners use Excel for financial reporting, data collection, or tracking employee payroll and taxes the number and types of office visits.However, until recently, the use of Excel for medical billing analysis has be
You might also from time to time hear some predicates which could be described as gustatory or olfactory: yummy, leaves a bad taste, tasteful, tasteless, stinks, soft buttery fabric, peachy! Most NLPers tend to lump these together with kinaesthetic predicates.
Some words don’t seem to be attributable to any particular representational system: consider, think about, believe, calculate etc. This type of language is often used in technical or academic reporting and is considered to be “auditory digital”.
Clash of the Predicates
Because we generally have a preference for using one particular sensory system to process our “reality” it logically follows that our language predicates will be from that same sensory system. Thus someone might have a preponderance of visual predicates, while someone else might have mostly auditory predicates.
If we fail to recognise that, and fail to adapt our own language to suit the person we’re communicating with, we risk not being understood, but more importantly, we risk that person feeling that we don’t understand them!
Check this scenario:
Customer: I can see difficulties with this. I just can’t picture it working.
Salesperson: Let's walk through the specifications again and maybe you can get a better handle on the way it would work.
Compared with this scenario:
Customer: I can see difficulties with this. I just can’t picture it working.
Salesperson: Let’s take a look at the specifications again and see if we can get some clarity on how it would look to you if it did work.
The following exercises are designed to help build an awareness of the language predicates that people use, as well as a high level of skill in adapting your own language to theirs.
Exercise - Heightened Awareness of Predicates and Breathing Cues
Breathing cues can alert us to the type of sensory representational systems (V, A, K: visual, auditory, kinaesthetic) a person is using. When a person is breathing high in the chest (see shoulders moving) then they may be processing pictorially. When a person is breathing mid chest (abdomen not moving) they may be processing auditorially. When a person is breathing fully (abdomen moving in and out) they may be processing kinaesthetically.
In groups of 3 or more, A talks to B about a situation, and every time A uses a predicate, B raises his/her hand, breathes in a V, A or K way, and names the word to which he/she was responding and which representational system he/she was modelling. C observes and comments on accuracy.
Exercise - Gaining Facility in Switching to Other People’s Language
In writing, descr
Fire exits should be strategically located, with an outward opening door that has a crash bar and outward leading signs on it. Knowing where to find the emergency exits in a building that you frequent can save your life. Inward opening, rotating and sliding doors are unacceptable for use as fire exits, as they might need to be fixed open using a latch or chain if the door is needed as an exit route.In the UK, one exit is satisfactory for buildings where no more than 60 people work, as long as that the building is on the ground floor level only. The outsides of fire exits need to be kept clear and marked with a suitable keep clear sign. Whenever the building is
If we fail to recognise that, and fail to adapt our own language to suit the person we’re communicating with, we risk not being understood, but more importantly, we risk that person feeling that we don’t understand them!
Check this scenario:
Customer: I can see difficulties with this. I just can’t picture it working.
Salesperson: Let's walk through the specifications again and maybe you can get a better handle on the way it would work.
Compared with this scenario:
Customer: I can see difficulties with this. I just can’t picture it working.
Salesperson: Let’s take a look at the specifications again and see if we can get some clarity on how it would look to you if it did work.
The following exercises are designed to help build an awareness of the language predicates that people use, as well as a high level of skill in adapting your own language to theirs.
Exercise - Heightened Awareness of Predicates and Breathing Cues
Breathing cues can alert us to the type of sensory representational systems (V, A, K: visual, auditory, kinaesthetic) a person is using. When a person is breathing high in the chest (see shoulders moving) then they may be processing pictorially. When a person is breathing mid chest (abdomen not moving) they may be processing auditorially. When a person is breathing fully (abdomen moving in and out) they may be processing kinaesthetically.
In groups of 3 or more, A talks to B about a situation, and every time A uses a predicate, B raises his/her hand, breathes in a V, A or K way, and names the word to which he/she was responding and which representational system he/she was modelling. C observes and comments on accuracy.
Exercise - Gaining Facility in Switching to Other People’s Language
In writing, descr
A part of you can't wait to dive into your new career -- but you're also smart enough to know that you can expect a few bumps along the road to success. By far, the biggest roadblocks exist between your own two ears! Let's take a look at three common mental roadblocks and learn how to overcome them. ROADBLOCK No. 1: Wishful Thinking How many times have you wished you'd hit the lottery? Now, how many times have you actually won the lottery? Far too many people spend far too much time wishing when they should be dreaming. So, what's the difference between wishing and dreaming? Wishing is passive. We wish for things over which
Exercise - Heightened Awareness of Predicates and Breathing Cues
Breathing cues can alert us to the type of sensory representational systems (V, A, K: visual, auditory, kinaesthetic) a person is using. When a person is breathing high in the chest (see shoulders moving) then they may be processing pictorially. When a person is breathing mid chest (abdomen not moving) they may be processing auditorially. When a person is breathing fully (abdomen moving in and out) they may be processing kinaesthetically.
In groups of 3 or more, A talks to B about a situation, and every time A uses a predicate, B raises his/her hand, breathes in a V, A or K way, and names the word to which he/she was responding and which representational system he/she was modelling. C observes and comments on accuracy.
Exercise - Gaining Facility in Switching to Other People’s Language
In writing, describe the same sales proposal 3 times, using first visual, then auditory, then kinaesthetic predicates. Take about 4 lines of writing each time.
What sensory preference do you think you have? Hint: In the sentence work above, one of the sentences may have seemed very easy, and the others more difficult.
Be more aware of your clients’ language, and adapt your own appropriately, and you’ll greatly influence the quality of the connections that you make.
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