6 reasons why questions are a really important tool; how to use questions to drill down for detail, or open up a conversation to let the issue breathe...
A 2 model feedback framework: BOOST identifies 5 factors to getting the 'what to say' right, and SBIA provides a useful structure for how to deliver it.
The crucial relationship between provocation and response, why language matters, and a practical demonstration of its application taken from NLP: the donkey button.
What do customers really want?... How many of these 11 are you already covering, and can you close any gaps?... Because who doesn't want happy customers?!
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