By Geoff Wade - Onirik

You’ve probably heard the story that tells of a firm where the CEO and the CFO, were constantly at odds. They meet one morning and the CFO brings stacks of computer reports, tables, charts and graphs and they pore over them. Some hours later there is an argument. The CEO is yelling at the CFO, “Why didn’t you tell me there was a problem like this?” The CFO replies, “I did. I showed you three different reports and several graphs that all illustrate this problem. It was easy to see the problem right there in front of your eyes!” The CEO retorts, “You and your computer printouts! If we had a problem, why didn’t you tell me? It’s your job to make sure I hear about developing problems.”

This story is a great illustration of different language preferences. This misunderstanding could have been avoided with sensory language pacing.
Representational Systems
At any given time we are all experiencing the world through our five senses - sight, sound, touch (kinaesthetic), smell, and taste. We call these five senses Representational Systems because it is through these systems that we can understand or "represent" or think about our world.

In a certain context, one system of thinking may be preferred or more obvious than another e.g. we may be visualising and making lots of images; in another situation we may be creating or remembering sounds etc. Of the five senses Visual, Auditory, and Kinaesthetic seem to be most used.

The important thing to remember is that ALL people are actually using ALL their systems ALL the time. Sometimes one system appears to be leading the others. But that lead system has a lifetime of less than 30 seconds. So, you need to constantly track. If you’ve picked up the habit of classifying people (e.g. you say or think “Joe is a visual.”) then drop it like a hot potato or you are going to get burned!

Language Preferences
There are several ways to identify which “sensory system” is in operation. The first is through the language and words that the person is using. Sensory language preferences can be labelled according to which sensory system has the leading role in the words being used.

Visual
I see your perspective. That sheds some light on the issue.

Auditory
I hear what you are saying. That rings true. It resonates for me.

Kinaesthetic
I have a good feel for that. I’m not comfortable with that idea.

Olfactory
Something smells here. I get the whiff of a problem here.

Gustatory
Oh, that is sweet. That experience left a bad taste in my mouth

Match Systems to Build Rapport

When first speaking with another person in sales contexts it is important to quickly build and maintain rapport.

When you notice which language / representation system your prospect is using and you choose to respond using the words and language from the same system, you will greatly enhance rapport and improve the quality of your communication. The result is typically a deepening of rapport as the person you are speaking with will unconsciously notice you are “speaking their language”.

Other Cues
Tonality also tends to reflect the representational system in use with higher tonality usually being associated with the visual system, mid-range tonality with auditory system and lower tonality with kinaesthetic system.

One further indicator is the speed with which someone is talking. Often very fast (and sometimes broken) speech is an indicator that the visual system is in operation. A more “mannered” or “measured” tone and speed may indicate the auditory system, and a slower and deeper tonality may be associated with the kinaesthetic system.

Exercises
It requires only a modest amount of practice to notice then pace language preferences. You can use the exercises below with your sales teams to enhance their sensory language acuity (ability to notice) and language pacing (ability to respond to) skills.

Mismatching Systems
• In pairs
• Person A says a sentence using a Visual, Auditory or Kinaesthetic word
• Person B answers using a mismatching V, A or K word
• A - “It’s all so unclear.” B - “You just need to get a grasp of it”
• A - “That doesn’t ring a bell.” B - “Let me show you the big picture.”
• A - “I can’t seem to get a handle on this.” B - “Let me make this loud and clear for you.”
• Swap over after a few rounds

Matching Systems
• In pairs
• Person A says a sentence using a Visual, Auditory or Kinaesthetic word
• Person B answers using a matching V, A or K word
• A - “It’s all so hazy.” B - “Let’s see if we can bring it into focus”
• Swap over after a few rounds

[Back to Archive]

Geoff Wade is the Sales & Marketing Director of Onirik Pty Ltd. Onirik is a team of professionals focus on business value and measurable outcomes, as the reason for our clients to listen to Onirik. Onirik, together with their partner Brava, helps their clients get fast and lasting quantum leap improvements in revenue and margins. Onirik conducts research in selling skills, management, coaching, motivational leadership, the psychology of persuasion, effective business processes, and negotiation. They help clients implement the practical applications of the research and of NLP in sales, service, and management.

Web: www.onirik.com.au
Email: geoff.wade@onirik.com.au
Phone: +61 (2) 9004 7810