THE TOOLKIT
Feel — Felt — Focus

Sometimes objectors are persistent and continue to badger the speaker with objections. For example, the objector may continue by stating,

“I don’t get it. I thought timing was critical.”

At this point, our focus groups have told us they feel as if they are being backed down into a corner. As a result, the goal is to diffuse the line of questioning and bridge or move on to another topic.

We recommend a technique we call Feel–Felt–Focus.

• First, you sympathize with the concern of your questioner by stating that you understand how they feel.
• Second, you empathize with them by coming across as if you see things from their perspective.
• Finally, you redirect your point and restate your message.

 

“I don’t get it. I thought timing was critical.”
FEEL	FELT	FOCUS
I understand why you feel that way … I see why you may think that … I can see your point of view …	I might feel the same way if I was in your shoes … I have felt that way myself … I have talked to many who have expressed that same opinion …	However, we believe that in this case, the final product will justify the extra time. Focusing ahead, we have found that taking a little extra time proves to be more beneficial.