Ingredients

A huge amount of attention to #logical levels, #frames and #presuppositions
Flexible access to an #associated and #dissociated perspective
Abundant amounts of #I//#you-sorting
At least one common #intention
Flexible access to an array of potential solutions, ref #right//#left
Lots of #pacing and #leading
A final check of #congruence

Directions

Start out with a huge amount of attention to #logical levels, #frames and #presuppositions to uncover the potential underlying causes for the customer being difficult (as perceived by you). Be particularly aware of the challenges posed by unclear or sliding #frames.

Add alternately an #associated and a #dissociated perspective in order to discover when there is a potential for the contact with the customer to become difficult.

Add huge amounts of #I//#you-sorting, to ensure that everyone are allowed to talk on their own behalf without anyone else attributing opinions, being judgmental or self-righteous. Be aware that the slightest addition of bad #I//#you-sorting is likely to degrade the relation with the customer. Regular additions of a #dissociated perspective makes it possible to avoid making #I//#you-unsorted additions, e.g. if the customer happens to act #I//#you-sorted first. The regular additions of a #dissociated perspective also makes it possible to stop violations of #I//#you and give constructive feedback.

Look for at least one common #intention with the customer. Choose this as a starting point for identifying commonly accepted solutions, ref #right//#left.

Serve with lots of #pacing and #leading, in order to make contact and establish trust with the customer and #lead the way to one or more solutions. Add a final check of #congruence to ensure that everyone agrees – and follow up.

Enjoy!

NB1: Avoid the following #ingredients

  • Bad #I//#you-sorting
  • Mis#pacing – the opposite of #pacing
  • Mis#leading – the opposite of #leading
  • #incongruence – the lack of consistency between the #ingredients described above.

The introduction of these #ingredients is likely to break trust and create drama.

NB2: Unfamiliar with the #ingredients? Here is a playlist with short videos for each of them:

Framework for communication and change

NB3: Ready to explore and enjoy communication and change? Try our online course:

Explore and enjoy communication and change

NB 3: Here you will find more recipe blogs