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From YouTube: 1 17 Matching Words
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A
Another
aspect
here
loosely
related-
I
think,
is
this
idea
that
you
actually
need
to
pay
attention
to
the
words
that
customers
are
using,
don't
ignore
them
and
reflect
them,
and
this
especially
ties
in
actually
with
adjectives.
A
Let
me
show
you
it's
easier
to
show
than
explain
here
if
your
customer
says
this,
which
I
can't
think
of
any
customer
who's
ever
actually
said
that
to
me,
but
you
know
we're
in
class.
The
results
were
excellent.
Okay.
They
say
that.
How
do
you
respond
to
that?
If
you're
paying
attention
to
them?
You
probably
wouldn't
say
that
all
right,
the
okay
doesn't
align
with
the
excellent
it
kind
of
says
like
what
I
no
I'm.
I'm
happy
we're
good
we're
done
right.
It
would
be
more
sensible
to
say
this.
Oh
that's
great!
A
This
first
example
is
the
least
natural
one
that
we
have
not
to
say
that
we
don't
deliver
excellent
results,
but
people
typically
wouldn't
phrase
it
that
way,
but
it
makes
a
point.
The
second
example
this
one,
I
feel,
is
extremely
accurate.
I
think
I've
heard
that
phrasing
exactly
more
than
once,
and
it's
never
what
I
want
to
hear.
A
This
has
been
a
nightmare
right.
It
usually
comes
with
shouting
and
moving
of
the
hands
and
rending
of
the
hair
and
clothing
or
something
so
you
don't
want
to
come
back
with
a
real
bland
answer.
A
Oh
so
you're
having
some
technical
issues
then,
which
I
think
is
a
funny
answer
but
expresses
the
idea
of
you
totally
ignored
them.
So
I
think
it
was
duncan
was
talking
about
acknowledging
their
stress,
for
example
right.
So
here
we
have
a
strong
tendency,
I
think,
to
move
right
past
a
statement
like
that
and
keep
trying
to
work
on
the
problem,
because
we
don't
know
how
to
respond
to
this
has
been
a
nightmare.
A
We
don't
know
how
to
respond
to
that,
so
we
kind
of
skip
it,
but
what
we're
doing
is
ignoring
them.
What
we
want
to
do
is
acknowledge
it
and
reflect
their
language,
and
it's
really
that
simple,
I'm
sorry.
This
has
been
a
nightmare
and
then
you
move
into
let's
see
if
we
can
make
this
better
for
you,
okay,
the
point
of
this
particular
slide
is:
is
that
that
matching
of
the
language
but
the
greater
example
says
here's
we
need
to
acknowledge
problems
and
not
just
move
past
them
like
they
didn't,
say
anything.
A
One
more
example:
here
the
opposite
of
the
very
first
one:
they
say
it's
working,
okay,
we
might
be
anxious
to
close
the
ticket
and
go
with
oh
everything's
great
closing,
have
a
nice
day,
and
maybe
that's
okay
to
reuse.
That
word,
but
if
I
hear
a
customer
saying
it's
working,
okay,
I'm
going
to
want
to
double
check
with
them,
and
I
might
not
phrase
it
this
way.
A
But
again,
I
think
the
point.
Is
there
right?
Oh
well,
okay,
that's
not
fantastic!
What's
what's
what's
going
on
here
right,
so
staying
with
the
wording
that
they're,
using
and
and
thinking
about
it
carefully,
each
one
of
these
kind
of
shows
that
shows
a
different
way
that
we
might
respond.