I still listen to a set of Tony Robbins tapes where he discusses neurolinguistic programming and mirroring.
Neurolinguistic programming has to do with the meaning we associate with other peoples words and actions. For example if another agent blows up and goes non-linear with me my reaction will be determined by the meaning I give to the other agents actions and words. If I CHOOSE to follow their lead I give up my ability to think and solve. If I realize they have just given up their ability to think and solve I have all the power. The power to lead them to a good decision.
A more pedestrian example of neurolingustic programming is the meaning some associate with a raised middle finger. You can choose to give it a vulgar interpretation or you can give it a meaning that mocks the sender. Try it.
The same applies to working with clients. When they dislike something they have just told you where to NOT waste your time. By studying them and noticing how they are programmed you'll be better able to communicate with them and create a bond. Once you know how they are programmed adopt their definitions and mirror them.
A sales trainer in LA once gave me the most sage advice I've ever had. He said "they won't remember what you said, they won't remember what you did; they will remember how you made them feel".
I use neurolingustic programming and mirroring to make sure my clients remember I made them feel comfortable and IMPORTANT.
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