Every person speaks a different language.

Every person in the world speaks a different language.

How often are we surprised when we don’t understand someone or someone doesn’t understand us? Consider for a moment, maybe you are not speaking the same language.

There’s an old saying: “It isn’t what you said that’s important, it’s the response you got back that’s important. “ So in knowing that— listening isn’t the key; understanding is. Understanding communication starts when we develop a deeper understanding of how people communicate.

There are multiple models for understanding communication, which we can go into in detail at a later date. Today’s focus is on the Neuro Linguistc Programming (NLP) Representational Systems. NLP Representational Systems are a model that was developed to understand the way people code and store experience in their minds. These experiences are the basis for their memories, thoughts, beliefs and actions.

The system states that people generally code experiences in three ways: visually (V) in pictures (still or moving); auditorily (A) in words and sounds; and kinesthetically (K) in feelings emotions and sensations (VAK). While we all use all three systems, we generally have a preferred strategy. The words we use to communicate, the gestures we use, and even our eye movements show others what our preferred VAK strategy is.

Words your customers use indicate what Representational System they are accessing at the time.

Visual Predicates
I see it like it was yesterday…
My perspective is…
The way I view it is…
It colored my whole way of seeing it…
Through rose colored glasses…

Auditory Predicates
That doesn’t sound right to me…
It is loud and clear…
That rings a bell…
I heard it coming…
I couldn’t think it was so noisy…

Kinesthetic Predicates
I’m stuck, I can’t move forward…
It’s a gut feeling, I can’t explain it…
I’m rolling with it…
Whatever feels good…
He won’t budge…

Over time, you can begin to notice a pattern in the way your customer speaks. With patience, persistence, and practice you can use these verbal behavioral patterns to more easily build rapport, persuade, influence, and sell better.

You may want to consider creating several company messages depending on the different types of customers you serve. Not only do you have customers who are in different stages of the buying process (from browsers to those who kinda know what they want to those who know exactly what they want), you have customers who speak different languages too. They will all be asking different questions, as well.

Just by speaking their language you can put people at ease, create a sense of trust, and create stronger relationships.