April 2013
Beginner
240 pages
5h 17m
English
A single word can ignite a defensive emotional reaction. If your Acknowledgment statement is followed by “but” or “however,” that one word can negate your acknowledgment and send the message, “I hear you and now I’m going to tell you why you are wrong.” It lowers trust and collaboration and creates a fight-or-flight response from the buyer.
“But” or “however” in a sentence contradicts the first part of your Acknowledgment. Often the word “but” is simply inserted as a connector between two statements, not as a contradictor. The problem is that your buyers don’t have time to figure out which part of the statement is the real message, so most focus on the last part of what you say. We don’t want to shut ...
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