Colleagues!) Continuing the conversation about the importance, from my point of view, the nuances of working with MAC (beginning in the article, "MAC questions: types, purpose, examples"), today I want to talk about queries.
note that the impossible requests such as "always stay young" or "everybody to like me" is here not considered at all. We will talk about the CONSTRUCTIVE queries. And I don't think it is worth reiterating that without asking WE don'T WORK.
the First important point: improperly or inaccurately worded request will result in a "fuzzy picture". So in the best case it will be inefficient (read: vain).
you Should understand that the customer is not always (and often) he can not properly formulate the query. The reasons can be very different. Here are some of them:
- the client does not know how to do it;
- the client does not want to go to your sore area;
request is in the area of "blind spots" of the client.
Therefore, the task of the specialist is that, after preliminary conversation, to help the client to formulate a query or to offer your option if for some reason the wording of the request for the client extremely difficult. Here, in my opinion, important? ECOLOGICAL COMPATIBILITY. I mean that the client must agree to the wording that he proposed, otherwise further work will be ineffective. And even if, from your point of view, the query is formulated, without the client's consent to such request not to be.
Alien situation often seems to us fairly straightforward (and often this is indeed the case). But the man inside this painful for him, the situation, perceives it very differently. This means that his willingness to dive in certain areas can significantly differ from your ideas about this. Thus, the request must be ACCEPTED by the client, and the specialist must obtain consent to work WITH THIS formulation.
So if a client isn't willing to work with what you offer, there are several options:
- to reformulate the query, changing the accents (for example, to focus not on the pain points, and finding resources);
- reformulated query, narrowing the task (for example, to refuse to work with the theme of divorce in favor of working with the current emotional state of the client);
- rephrase the query directing the client's attention to the consideration of other aspects of his life, indirectly related to the main problem (for example, before moving on to the relationship with her husband, to work with childhood memories).
Next. Work with MAC – not divination, although many customers, especially at the beginning, take it that way, and the queries are built differently. So the "Oracle" wording "will I get married to Bob?"in our case must be replaced by another, for example: "How will I feel if I marry Bob?". Perhaps, after consideration of such a request, a desire to get married for the VA will significantly pougasnet))).
If it is very short and simplistic, the queries used when working with MAC should NOT:
- to assume the answers are "Yes" or "no";
to answer the question of "when";
to be aimed at influencing other people.
another important point: let's say you see that should absolutely not work with the problem, which was formulated by the customer. But it is important to get the answer to your "burning" question. In this case, in my opinion, makes sense, remaining within the framework of the stated topic, to redirect the client to the channel, which do you think is more important.
for Example, a woman comes in with a hard-won and well-precedo formulated by the question: "Why can't I get married?"and nothing else is not interested. In this case, we can offer the following variant of the query: "Why is it important for me to be married?". On the one hand, important for the client, the topic of marriage remains in sight, on the other hand you have the opportunity to work with those aspects that I believe need to be addressed.
by the Way, if you continue to describe this example (and this is a real case from my practice), the result of a "redirected" request, we found out that in fact client doesn't so much want to get married just for it is the most intuitive and socially acceptable way not to be one. And then we considered other options that would allow the woman not feel alone. Marriage among them was also, but not in the first place.
And the last (not in order of importance, of course). AT the STAGE of QUERY FORMULATION specialist needs to understand the schema (the alignment) it will use for further work with this query and what deck/decks MAC will offer to the client. About various schemes and the logic of their construction in one of the following publications.