No question, no opening.
“No question, no opening.” was my physical therapist’s response to this, indicating that his client was interested in delving deeper into the causes of his tension. So simple. So clear.
Since then, I’ve been paying attention to “openings” on the customer side. Is there a question on his mind? Did he ask a question? Is he even open to possible answers or suggestions? With a “no” answer to these questions, I curb my impulse to go deeper without being asked. Instead, I tend to ask actively: Is there a question that is bothering you about this?
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Identity and development in organizations