Focusing on success is more positive.
People can build upon successes.
Success is energizing.
It is more beneficial to focus on barriers, they need to be resolved first.
Be sure you are prepared before the meeting
Give a warm welcome
Focus only on getting paperwork done to be more efficient
Build a positive emotional connection and put the customer at ease
Establish action steps that customers will follow-up on
Explain why you are meeting and what you plan to accomplish
Focus on barriers
Ensure customer’s understanding of program objectives
Ask the customer what s/he would like to accomplish
Plan the next meeting
Attentive body language
That's not really my problem.
We can't be concerned about that right now.
You're too sensitive.
I can see why you feel that way.
I'm tired of your excuses.
Phrase feedback in the form of a behavioral description.
Do not label or generalize.
Be vague or vaguely threatening.