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YESBUT Technique

(Interpersonal)

Theme:

Agreeing to the other person but negating him


later.

Example:

I want that statement prepared today itself.

You:

Yes Sir. I understand its urgency; but right now


I am halfway through with a monthly statement;
As soon as it is completed, I will take up your
job and definitely prepare your statement
tomorrow.

SANDWICH Technique
(Interpersonal)

Theme:

Sandwiching an unfavourable statement


between two favourable statements

Example:

Our product quality is one of the best.


[Favourable] The price is Rs. which may
appear slightly higher. [Unfavourable]
But considering our quality and services
price is in fact not more. [Favourable]

the

BACK-ON-TRACK Technique
(Interpersonal)

Theme:

Bringing the wavering speaker back on the topic


without hurting him.

Example:

These days we cant trust anyone. The other


day, a service engineer installed a
stabilizer and it went out of order
day. I really dont know what...

voltage
the very next
You:

I agree with you. We have to be very cautious.


Thats why we give a guarantee of 5 years for
our product.

FUNNEL Technique
(Interpersonal)
Theme:

Speaking on some general topic before coming


to the specific point / topic.

Example:
You
X
You
X

:
:
:
:

So, how are you Sir?


Fine.
How is your business?
Generally OK. But not very bright.

You

Yes, there is a sudden slow down everywhere.


I now called you regarding your invoice no

SELECTIVE Technique
(Interpersonal)

Theme:

Example:

You:

While listening, taking whatever is useful and


relevant to you and ignoring the irrelevant,
superficial words.
I dont understand the way you work. Its
terrible. I dont think you understand our
difficulties. I want the copy of your letter today
itself. I am frustrated with the way you work.

Take : I want copy of your letter today itself.


Ignore : All other words.

RIGHT-LEFT-RIGHT Technique
(Interpersonal)

Theme:

Making an emotional statement, then a logical


statement and wrapping up with an emotional
statement.

Example:

I fully understand your problem. [Right


(emotional) brain] I will definitely send you the
e-mail today itself [Left (professional) brain]
Be rest assured Sir! We will do all our best to
satisfy you. [Right (emotional) brain]

EGO BOOSTING Technique


(Interpersonal)

Theme:

Boosting ones ego and getting jobs done.

Example: X:

I can complete the job only tomorrow.

You:

Sir, for a person of your caliber and vast


experience, that job is nothing really. I am sure
you can complete it today itself..

MIRRORING Technique
(Interpersonal)

Theme:

Imitating the other persons words to establish


rapport.

Example:

By grace of God everything is fine.

You:

We are also doing well. Although many


industries are not doing well, we are reasonably
better off. God is great! (Mirroring)

REPHRASING Technique
(Interpersonal)

2x3=6

3 x 2 = 6 (Rephrase)

Theme:

Rephrasing the communication to check if you


have understood correctly.

Example:

I had told you to despatch Model A today and


that Model B is not very urgent. But now as per
our revised requirement, model B is very
urgent and Model A can wait.

You:

In other words, you want us to despatch Model


B today and Model A later.

TANGENTIAL Technique
(Interpersonal)

.
Theme:

To steer the discussion away from any


controversial point.

Example:

I dont agree with his view that we should launch


that product now. This is not the proper time.
But he doesnt understand. I dont know what

You:

Yes! People have different opinions. The same


situation can be viewed differently by different
people. By the way, I came to handover this
outstanding payment to you

PROACTIVE Technique
(Inter and Intrapersonal)

Theme:

Taking action before the problem arises.

Example:

You have committed to your counterpart in


other department that you would give a
statement at 4 p.m. today. At 2 p.m. today, you
will come to know that its not possible to give
the statement at 4 p.m. You will inform him at 2
p.m. itself your inability to give it today at 4 p.m.
And that you would do so at 10 a.m. tomorrow
(Proactivity), instead of informing him after he
reminds you at 5 p.m. today. (Reactivity)

DILUTING Technique
(Interpersonal)

Theme:

Diluting the problem to reduce its intensity

Example:

You normally go to all meetings in time. But you


are getting delayed for todays meeting at 2 p.m.,
due to some other pre-occupation. You ring up
the convener of the meeting and inform him that
as he is aware, you normally attend all meetings
in time and do not like to come late for any
meeting(Dilution); but today you are getting
delayed and you will join the meeting at 2.15
p.m.

BROKEN RECORD Technique


(Interpersonal)

Theme:

To convey your firm decision without entering


into arguments.

Example:

When other person is unreasonable and


argumentative, convey your decision without
any explanation or justification because any
explanation or justification will give more
leverage to the other person to continue his
arguments.

METAPROGRAMMING Technique
(Interpersonal)

Theme:

To influence the other person and get job done.

Example:

Find out whether the other person can be


motivated or influenced by:
a) Explaining the benefits he gets by agreeing
you (Moving towards - e.g. If you get up at
7 a.m. you will be comfortable).

to

b) Scaring / threatening with the consequences


he faces if he does not agree (Moving away e.g. If you get up later than 7 a.m., you will
miss the bus).
Use one of the above techniques which is
appropriate for him.

LEVEL RAISING Technique


(Interpersonal)

Theme:

To get your job done by involving higher


authorities.

Example:

When you are getting the job done at a level


(person X) take up the matter at a higher level
(Superior to X). Ensure that your interpersonal
relationship with X does not get affected by :
a) Informing X that you would take up the matter
with higher level.
b) Taking X along with you to the higher level.

THE TOUCH TECHNIQUE


(interpersonal )

Theme:
Technique:
X:
You:

Caution:

Touching the other person to show reassurance,


affection and support.
I really dont know how to complete this job by
tomorrow. I am worried.
(touching him) Dont worry. We are with you. We
will give you the details today itself so that you can
complete the job tomorrow. I know you can
definitely do it.
Touch is an effective emotive tool; but you have to
touch the other person when it is culturally
permissible and you are sure that the other person
likes your touching him/her.

FLASHBACK
TECHNIQUE(Interpersonal)

Flash
Back

Technique:

Reminding the other person an earlier good


experience to develop positive feelings.

Ex:

You:

I hope you recall last time we had together gone


for lunch at Hotel Everest. And, you were highly
appreciative of quality of food there.

X:

Yes! Yes! We had a very nice time.

ARTEFACT TECHNIQUE (LEAVE BEHIND TECHNIQUE)


(Interpersonal)

Theme:

Giving something to the other person as a


remembrance.

Technique:

When you meet an important person, leave


behind (give him) a book or a brochure or at
least a visiting card so that he remembers you
whenever he sees the article.

IM ALSO LIKE YOU TECHNIQUE


(Interpersonal)

Theme:

Ex:

To express ones genuine similarity with the


opinion of other person to build rapport
and improve communication and interpersonal
relationship.
X:

I like walking in the morning.

You:

I also like walking. In fact, I walk for 45 minutes


everyday morning.

Moods matching Technique


(Interpersonal)

We have 3 types of moods:

Sleepy, lethargic,
lazy, uninterested
(TAMASIC)

Very active,
restless,
aggressive
(RAJASIC)

Relaxed, yet very


alert, balanced
(SATWIK)

Theme:

To match the subject with the mood of the person.

Technique:

Finding out the mood of the person and trying to


match the incidence to the mood of the person
prevailing at that point of time.
DO

DONTS

TAMASIC

Discuss routine,
unimportant matters

Take up aggressive,
serious topics

RAJASIC

Matters which need


motivation, aggressiveness

Routine, trivial things

SATWIK

Matters needing balanced


thinking, careful and indepth observation

Matters which need


aggression or routine
matters

5 Whys technique

Why?

(Inter and intrapersonal)

Why?
Why?
Why?
Why?

Theme:

To get into the root cause of a problem and


solve it so that the problem doesnt repeat

Technique:

Anytime you come across a problem, question


Why? five times.

Ex: There is so much unemployment in our country. Why?


People are too many. Why?
There is no control on population. Why?
People are not aware of the gravity of population explosion.
Why?
No one explains it logically and rationally to
people. Why? There is no concentrated, serious efforts to do

Somopsychic Technique
(Intrapersonal and Interpersonal)

Theme:The body influences the mind.


So, change your body posture to
change the attiude.
Examples:
Attitude you want to develop
Interest in a particular point
Think in a holistic way
Enthusiasm, mental alertness
Be relaxed, tension-free

Change the body posture


Lean forward
Go backwards
Do a few stretching
exercises
Stop drumming fingers,
shaking the legs, etc.

Illustration Technique
(interpersonal)

For example..
Theme :

Giving an example to explain a point for easy


understanding

Example:

Apart from / instead of saying: 0n the gross


price we will give a discount of 10% and on the
net price thus arrived at, we will add 5%
surcharge.

Say:

Suppose the gross (list) price of the item is


Rs.100.00 , we will allow you a discount of 10%
i.e. Net price will be Rs. 90. On this net price, we
will add 5% surcharge, i.e. the final price comes
out Rs.94.50

Positive stroking technique


(interpersonal)

Theme:

Genuinely appreciating some good aspect in the


person

Benefits:

a) The other person feels good


b) You will develop the habit of looking at good
things in life and inculcate a sense of
appreciation.

Example:

Your watch is very elegant. Where did you buy


it? It's really very nice.

PARALANGUAGE TECHNIQUE
(Interpersonal)

Ha, ha,
yes, O.K.,
go on

Technique:

While you listen, you say words like Ha, ha! Yes,
correct, OK, go on, I agree, youre right, Mmm,
etc. to confirm to the speaker that you are
attentive.

OFF-BEAT / SAME-BEAT TECHNIQUE


(Interpersonal)

Same Beat
Technique:
a)
follow
experiment.
b)

Offbeat
Same-beat person: Wants to be safe,
what majority people do, doesnt like to

Off-beat person: Wants to be different, unique,


adventurous, doesnt want to toe the line of
wants tothe
experiment.
Find out to others,
which category
other person belongs and
communicate accordingly. Ex:
a) If the person is same-beat you say: This is the
most popular shirt. We have sold more than
200 pieces last month.
b) If the person is off-beat you say: With
this shirt, you
look different, special!

PHYSICAL PROXIMITY TECHNIQUE


(Interpersonal)

Theme:
Technique:

Caution :

Going physically closer to a person to get favour or


to reassure
When you need some help, console someone,
reassure somebody or genuinely express your
joy or sorrow, move physically closer to give an
emotional touch.
Be cautious about the persons liking towards
you, cultural issues and gender discrimination
while doing so.

REINFORCING TECHNIQUE
(Interpersonal)

Theme:

To reinforce the statement of the other person and


steer him towards your side.

Example: X : I need this statement very urgently, there should


be no mistakes.
You : As rightly told by you (reinforcing phrases),
since you dont want to have any mistakes, I
suggest that we put two persons on the job
immediately and

LET US ENJOY TECHNIQUE


(Interpersonal)

Theme:

To feel happy, motivated, enthusiastic and optimistic

Technique:

Decide that for next 2 weeks, you will add the


phrase Let us enjoy before most of the
sentences spoken by you.
Lets enjoy discussing this matter.
Lets enjoy reworking this procedure, etc.
Due to your saying Lets enjoy, you will really
start enjoying the job.

Ex:

ATTENTION CATCHING TECHNIQUE


(Interpersonal)

Theme:

Drawing attention of the listener before speaking on the


main point.

Example:

Just a moment Sir!


Attention please
Everyone, kindly listen

Benefits:

It mentally prepares the listener to listen to you and


increases their mental receptivity, alertness and attention
to understand you.

POSTPONING TECHNIQUE
(Interpersonal)

Theme:

Example:

Postponing the discussions or decision making to get


some breathing time, especially when there are
arguments, serious contradictions.

Gentleman! I think we have discussed most of the


aspects of the subject. I think all of us need some time to
ponder over. I suggest we break now and meet after a few
days.
Benefits: (1)
Cuts off the unpleasant arguments
(2)
The person may genuinely need some
time to think over (3) The persons may become wiser when
they meet after a few days. The discussions after a few days
could be more
logical and rational, rather than being
personal or
impulsive.

PAST ACHIEVEMENT REFERENCE TECHNIQUE


(Interpersonal)

Theme:
and
Example:

Recalling the past achievements, if any, to get motivated,


especially when people are doubtful, demotivated
demoralised.
Gentleman! I think many of us are doubting whether we
can really achieve this target. I want you to just recall our
feelings exactly a year back. At that time, we were in fact
in a more difficult situation and were more doubtful. But
due to our determination and hard work, we even exceeded
the target. I think, compared to that situation, things are
much more easier and better now. And I am confident, we will
definitely exceed our target this year also.

ILL BE WITH YOU BUT AFTERWARDS YOU


SHOULD BE WITH US TECHNIQUE
(Interpersonal)

I
ME
Theme:

Example:

YOU
YOU

Agreeing to the other person with a condition


that he should agree with you later.
We will definitely pay you by cash as you wanted, but
you have to give us 1% discount.

GENDER ATTRIBUTES TECHNIQUE


(Interpersonal)

Theme :

Man and woman are made differently not only in anatomical


features but also in mental and emotional characteristics. By
understanding these gender specific attributes, you can interact
with them effectively.

While communicating or dealing with:


man

woman

1.

Be fast

Be slow, patient

2.

Be specific

Be descriptive, explanatory

3.

Be logical, rational with data

Be feelings and emotions oriented

4.

Be time conscious

Allow sufficient time to speak and to


listen

GENDER ATTRIBUTES TECHNIQUE


(Interpersonal)

man

woman

5.

Be generally consistent,
predictable

Change yourself according to her


changing moods

6.

Be result-oriented, conclusive

Be process oriented

7. Dont hurt his ego

Be well mannered, respectful

8. Dont advise or preach

Be appreciative
Be loyal, trustworthy, truthful

CAUTION : EXCEPTIONS DO EXIST

QUESTIONING TECHNIQUE
(Interpersonal)

Theme

Asking appropriate questions to the other person to


achieve the desired result in communication and
interpersonal relationship

Type of
question

Example

Objective

Open-ended
question

What do you think of the future


of Indian economy?

To build up rapport,
to know the opinion
of the other person

Closed ended
question

Do you want a cup of coffee?

To get specific
answer

QUESTIONING TECHNIQUE
(Interpersonal)

Loaded question Dont you think the book is very


interesting?

To influence the
other person

Leading question A.

To investigate
and build on
your point of
view on him

B.
A.
B.
C.
D.

Where had you been


Y
yesterday
To the club
At what time?
At 8 P.M.
Till what time were you there?
Till 10 P.M.

No to No Technique
(Interpersonal and intrapersonal)

NO
Theme:

Learning to say that everything is possible.

Technique:

Decide that you will not say no to anything.


You will say that anything is possible provided

Example: Q:

Can you reach the sky?

A:
Benefit

Yes! It is possible, provided you give me


a ladder of sufficient height.
You will find out alternative ways of doing
things. Your negativity, pessimism, feeling of
helplessness will reduce. Your optimism,
creativity, initiative will improve.

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