I do not know…
I DON’T KNOW…
Often the tone will shift when you show additional interest. Neutral Prompts are more practical than sophisticated questions, because they are non-threatening. A question like “HOW do you mean” is one of the most effective ways to find out what people are thinking and feeling.
How do you mean is very different than asking “WHAT do you mean”. This one might cause people to get defensive. When they feel their opinion might be challenged, they tend to close up, which is of course counter productive.
The difference between WHAT and HOW could mean the difference between a budding relationship and a lost opportunity. Using strategic questions to uncover needs gives you enormous latitude in directing the conversation.
Use Neutral Prompts to probe deeper and deeper until the client says: “ I don’t know ”. This answer shifts the client from processing thoughts from the serial processor in the left hemisphere to the parallel processor of the right hemisphere.
Out of a state of anxiety and into a state of more mental and emotional quiet. Then, ask a question about a different issue and you start the cycle again until you end up with the next “ I don’t know ”.
What is concealed needs to be revealed !
Repeat that until the client clearly indicates that he/she is ready for Phase #3.
