Playback is the business of rephrasing what a client has said in order to confirm that I have understood, and to demonstrate that I have been listening. It provides a stabilising feedback path for the conversation. There are two possible outcomes of Playback—I am...
Playback can also be used to open up conversations that get stuck. Sometimes a client may indicate that there is nothing left to be said, but I don’t want to let the discussion finish on this note. For example, if I am trying to interest them in a new way of doing...
So, when I listen, I listen … nothing else … and supportive body language, note-taking and playback are signs that I am listening well I can also use the listener’s Blacklist to know when I’ve got distracted, and that I need to concentrate harder Empathetic listening...
This is the last video in the series on Encounter basics. In the previous two, I discussed Discovery and Listening techniques, and in this one I will comment on how these techniques can be used, and must be adjusted, when working with unhappy clients.
