Emotion has on a large effect on a person’s behaviour and by learning how to identify the clients feeling will help you provide a suitable solution. By changing the client’s emotion you may be able to help the client see your solution more clearly without the emotion that controls their behaviour.
E- Motion is contributed/created by motion
Several tips to help change or deal with emotion:
Change the client’s position- If they are sitting ask them to stand, or if they are standing ask them to take a seat. By changing the client’s body language the emotion will also change.
Ask the client several questions to lead them into a positive emotion. For example ‘sir I want to confirm your name is it john?” answer is “yes”. Several questions like this will help the client become more positive.
Use your volume to diffuse situations or anger. Slowly lower your voice.
Slow down your speech to help clients breathe and panic less.
Ask questions to help change what is on the clients mind.
Experience + MEANING= Feeling
Change the meaning of the situation for the client and the feeling they have towards it will change.
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