By Joel Bowman, on June 20th, 2012% While we don’t always get good customer service, I hope that we (you and I) always do our best to provide it. This blog post is a follow-up to my previous post on Gas Pains. When I wrote that blog entry, I had received less-than-wonderful customer service from #Napoleon Fireplaces and blogged about my experiences attempting to get a new plastic knob to control the gas valve on a Napoleon gas log insert. You can still see much of the discussion on Facebook, although at this point you’ll need to search for it.
To summarize, the original gas knob, . . . → Read More: Customer Service
By Joel Bowman, on April 6th, 2012% In the book, Persuasion Engineering, and in workshops of the same name, Richard Bandler and John La Valle discuss the concept of “inoculation.” In medicine, the shot you receive to inoculate you against a particular disease anticipates your exposure to a pathogen and teaches your immune system how to respond appropriately so that you can avoid the disease. It’s a good metaphor to creating resistance to harmful ideas in a wide variety of change work, including sales, behavioral change, and therapeutic interventions.
If you buy a new car, say an ABC from the DEF dealership, not long after you . . . → Read More: The Importance of Inoculation
By Joel Bowman, on January 15th, 2012% Quite a few NLP trainers and Master Practitioners suggest that we would do well to avoid “why” questions. In some cases, the reason “Why” may not be the best question to ask is obvious. Imagine answering the following questions:
Why is the sky blue? Why were dinosaurs so big? Why don’t you love me anymore? Why do you think that?
In some cases, “why” is basically asking, “what is the reason,” and when the reason is complex (blue sky, dinosaur size), each response is likely to produce another “why” question. That’s also true when the reason is unknown (don’t . . . → Read More: Why Ask Why?
By Joel Bowman, on February 13th, 2011% One of the things NLP teaches is that details are important. Details have always been important, of course, but they are often overlooked. A TV show I saw recently had a couple of detectives enter a mosque to talk to the Imam. He has them leave their shoes in the entryway. We see them remove their shoes, and we watch the female detective use her shawl to cover her head. We watch them have their chat with the Imam, and then we watch them leave the mosque without stopping to put their shoes back on before hitting the cold and . . . → Read More: Details
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The Importance of Inoculation
In the book, Persuasion Engineering, and in workshops of the same name, Richard Bandler and John La Valle discuss the concept of “inoculation.” In medicine, the shot you receive to inoculate you against a particular disease anticipates your exposure to a pathogen and teaches your immune system how to respond appropriately so that you can avoid the disease. It’s a good metaphor to creating resistance to harmful ideas in a wide variety of change work, including sales, behavioral change, and therapeutic interventions.
If you buy a new car, say an ABC from the DEF dealership, not long after you . . . → Read More: The Importance of Inoculation
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