ABSTRACT
In the last three chapters we have looked in detail at the three fundamental components of problem-centred communication – pacing, enquiry and diagnosis. Together with summarizing, these skills will enable you to establish a rapport with the other person and get to the bottom of any problem in a very short time. Once you feel that the problem has been identified and an agreed diagnosis made, then you may consider moving 89to the top of the influencing skills model (Figure 16) ready to use the skills of leading, proposing and persuading.
