The Benefits

Once you learn how to plan a conversation using elicitation techniques, you can improve your sales close rate, customer retention, and more quickly cull out those who aren’t viable prospects. Sales enjoy the empowerment of elicitation and often realize they are already using some forms of elicitation. 

 

More broadly, elicitation can be used in any business situation where you want to learn something by talking to another human. I use it in research projects, Win/Loss interviews and in-person trade show collection. But really…elicitation can be used anywhere in business! Also in your personal life, but I don’t recommend you use it with your spouse. 

 

Tune in to the Magic of Elicitation

Elicitation works! People remember questions better than conversation. You’re only asking questions about trivial things but getting the gems using elicitation techniques. Remember people often get wary of your probing questions.

• Who is he?

• Why is she asking?

• What’s in it for me to share what he’s asking about?

• Should I share at all? 

• How much should I share?

• How shall I respond?

• How will she use what I say?

• Is this conversation confidential?

• Will what I share remain confidential?

 

On the other hand, elicitation techniques work since they build on human nature.

 

There is a lack of listening ears, especially with our all-consuming attention to the digital world. An elicitor’s superpower is observing how people’s expressions change during a conversation. And being ready to change your approach or expression instantly. 

 

Human Tendencies which promote sharing. 

• Recognition

• Appreciation

• Curiosity

• Gossip

• Complaining

• Correcting

• Defensive

• Self-Effacement, Modesty

• Overtalking when Emotional

• Insecurity

 

Recognition: Everyone from an Admin to a C-level responds when you recognize something positive about him. He likes to show off his knowledge and share it with you. When you listen and encourage her to share more about something she is proud of, she will talk.

 

Appreciation: Showing appreciation is related to positive recognition, and everyone responds to this. Show appreciation for his profession, his organization or his role in decision-making. 

 

Curiosity: People are naturally curious! Curiosity makes people want to fill the gap between what they know and what they’d like to know. Your curiosity about them makes them want to talk. 

 

Gossip: People just can’t resist the urge to gossip. This is related to curiosity and is why most people can’t keep a secret! 

 

Complaining: Many can’t resist the urge to complain. Some more than others… You can complain about something you’d like to hear more about. It works.

 

Correcting:People can’t resist correcting others. He likes to think he’s the expert, and that he’s right and you’re wrong. You couldn’t possibly understand what she is sharing so she shares more. Certain professions attract correctors: teaching, consulting, advising, auditing, supervisors, and coaches. Some people just can’t help themselves. 

 

Defensive: He can be defensive, especially if you’re attacking or criticizing something he’s said or produced. Similarly, he can be defensive if you attack something that another person said or wrote who he respects. 

 

Self-Effacement: People can be modest about their accomplishments and might downplay them in the “aw shucks” mode and then tell you all about it!

 

Overtalking when Emotional: People tend to overtalk when emotional about something whether it’s joy, happiness or sorrow. They can get caught up with a great accomplishment or success at work and be chatty about it. Or that their privately held company just had a major layoff of hundreds. 

 

Insecurity: Insecurity makes him feel inferior to others who he thinks are smarter or more educated than he is. This leads him to show others he’s as smart or smarter than the other person. He is apt to correct you to mask his insecurity. 

 

Additional Sources for Elicitation:

Elicitation Webinar with Laurie Young of Lone Star Analysis for the Council of CI Fellows

​

Elicitation: The Art of Conversation (slides from the webinar with a few extras)

 

Loosen Their Lips: How to Capture the Information You Seek During a Conversation