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Conor Neill: "18 years of school trained you to ruin conversations"
"You finish your pitch and the customer says, 'Your product is too expensive!' You arrive home a few minutes late, your partner says, 'You are always late.' There's a dirty plate left on the table 'You never wash the dishes.' What do you say in this moment?"
Neill explains the problem:
"Most of you, me included, went through 14 years of school where we were taught one way to respond to questions. Teacher asks, 'How do you spell cats?' Student: 'C-A-T.' Teacher asks, 'What is osmosis?' Student explains in detail. For 14 years, you've been taught to give answers to questions. If you went to university, you probably had another 3 or 4 years of giving answers to questions."
Here's what that does to you:
"In real life in persuasion, in getting to what the other person is really about, what their needs really are, the worst thing you can do is give an answer to a question."
He gives examples:
"If someone says, 'Your product is too expensive,' and you say, 'No it's not! It's only €1,000'; you've lost every chance to understand what else is behind their reasoning. If you get home and your partner says, 'You're always late!' and you say, 'No, no, no, Tuesday I was definitely here on time', you're gonna have a crap weekend."
Neill explains why this happens:
"When your partner says, 'You're always late,' emotion goes up. And what happens? The thinking part disconnects. The way to make someone stupider is to insult them, object to them, tell them they are wrong. When you're asked a question, there's an emotional reaction, and the higher emotion goes, the lower thinking goes."
He continues:
"If you don't practice this response, you're not going to be able to do it in the moment. If you don't practice repeatedly how you'll respond to 'You're always late,' 'You never wash the dishes,' 'Your product is too expensive,' 'Your competitor is better,' 'You failed us 3 years ago,' 'I don't trust your company', you're not going to be able to do it in the heat of the moment."
Here's what to do instead:
"When you are asked a question or given an objection, I want you to say: 'I understand.' And repeat in your words what they're saying. Then give an open question back."
He demonstrates:
"'Your product is too expensive!' → 'I understand that money is an important factor for you. What other criteria will be used in making this decision?'"
Neill calls this "Conversation Aikido":
"Martial arts are about using the energy and force of the opponent against them. In Judo, if someone punches you, you pull their arm and allow the energy to keep flowing. In Aikido, the concept is you go toward the punch. You go toward the energy. If someone punches you, if someone asks you a question, if someone objects, the Aikido method is to go toward them and see the world from their view."
He explains how to practice:
"'You're always late!' → 'I understand you feel frustrated.' 'I understand you feel let down.' You'll have to work on this quite a few times over the next 10 years to find the set of words that captures what the other person feels, what's behind it. Then ask: 'What can we do now?' 'What happened during the day?' 'What would you like to talk about?'"
Neill shares what happens when you don't do this:
"When a client says 'You're too expensive' and you say 'No, we're not!' you learn nothing about who else they're considering, what other criteria are important, what process they've gone through, who else is involved in the decision."
He closes with a guarantee:
"By giving the answer, we shut down the possibility of hearing what's really going on in the other person's mind. But if you say 'I understand,' accept the energy coming from the other person, and give back an open question, I guarantee that if you do it 4 times, the answer to your 4th open question begins to be the real underlying need, issue, or interest of the person you're listening to."
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