Let's Get Real
By: Amanda Hawkins
Redirection Questions: Redirection is answering a question with a question. Remember, the intent of redirection is to: 1) Understand and answer the real question 2) Avoid answering the wrong question 3) Allow clients to keep talking if that is what they really want to do (Pages 141 - 143), Yellow Lights: Yellow lights are doubts, stalls, concerns, fears, objections or tough questions. The rule with yellow lights is: If you see it, hear it, or feel it, find a way to say it – tactfully. (37 – 41; 147- 151, 158), Gatekeeper Objections: The gatekeeper controls information flow and access. (101, 107, 110 - 111, 210 - 211)...