{"id":60375,"date":"2019-05-02T00:00:00","date_gmt":"2019-05-02T00:00:00","guid":{"rendered":"https:\/\/www.phorest.com\/?p=60375"},"modified":"2019-09-11T20:19:53","modified_gmt":"2019-09-11T20:19:53","slug":"eat-this-not-that-acknowledge-vs-defend","status":"publish","type":"post","link":"https:\/\/www.phorest.com\/au\/blog\/eat-this-not-that-acknowledge-vs-defend\/","title":{"rendered":"The Better Choices Better Leaders Make: Acknowledge vs Defend"},"content":{"rendered":"\n<p>Acknowledge vs Defend. When we frame an idea, a problem, or an opportunity, we are choosing our perspective. Look at a <em>&#8220;glass as half-empty,&#8221;<\/em> and we start conserving and protecting. Seeing the same glass as <em>&#8220;half-full&#8221; <\/em>and opportunity and growth emerge. Our thinking shifts simply by how we choose to look at or <em>&#8220;frame&#8221;<\/em> something. <em>&#8220;This vs That&#8230; The Better Choices Better Leaders Make&#8221;<\/em>&nbsp;is a video series exploring different concepts, a guide to reframing our perspective on various situations.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Last time, on <em>This vs That\u2026<\/em><\/h3>\n\n\n\n<p>Two weeks ago, we <a rel=\"noreferrer noopener\" aria-label=\"look at the intention behind our questions (opens in a new tab)\" href=\"\/?p=57396\" target=\"_blank\">looked at the intention behind our questions<\/a> and asked ourselves whether we were being courteous or curious. Courtesy sounded like: <em>&#8220;How\u2019s your day?,&#8221;<\/em> while curiosity sounded like: <em>&#8220;Tell me the best part of your day.&#8221;<\/em> This week, we\u2019ll explore our reactions to feedback and objections.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"mce_29\">What&#8217;s your response? Do you acknowledge or defend?<\/h2>\n\n\n\n<iframe loading=\"lazy\" width=\"800\" height=\"400\" src=\"https:\/\/www.youtube.com\/embed\/pVLajx1qIes\" frameborder=\"0\" allow=\"accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen=\"\"><\/iframe>\n\n\n\n<p>Acknowledge and question, defend and explain.<\/p>\n\n\n\n<p>When you get feedback and objections, what&#8217;s your response? Is it to defend and explain when they say your prices are too high? Do you say: <em>&#8220;Hey, but I&#8217;m the best in town!&#8221; <\/em>When they say they don&#8217;t like their products or services do you go: <em>&#8220;Yes, but that&#8217;s what you ordered. That&#8217;s what you said you wanted.&#8221; <\/em>When they say they&#8217;ve never heard of you before, do you say:<em> &#8220;Hey we&#8217;re the best kept secret in town!&#8221;<\/em><\/p>\n\n\n\n<p>Or do you acknowledge and question?<\/p>\n\n\n\n<p>So when they say your prices are too high, do you say: <em>&#8220;I understand the importance of working within a budget, what did you budgeted for this today?&#8221; <\/em>When they say that they don&#8217;t like your products and service can you respond with: <em>&#8220;It sounds like we missed the mark for you. What was missing for you?&#8221;<\/em> And when they say, <em>&#8220;I&#8217;ve never heard of you before,&#8221;<\/em> can you just smile and say: <em>&#8220;Well I imagine you have a lot of questions then. What&#8217;s the first question I can answer for you?&#8221;<\/em><\/p>\n\n\n\n<p>Next time you get feedback or an objection, abandon the defending &amp; explaining, and embrace the acknowledging &amp; questioning.<\/p>\n\n\n\n<p>Catch the next <em>&#8220;This vs That&#8230; The Better Choices Better Leaders Make&#8221;<\/em> video in 2 weeks! <a rel=\"noreferrer noopener\" href=\"https:\/\/www.jaywilliamsco.com\/shop\" target=\"_blank\">And to get your copy of my book &#8220;Leave Your Mark,&#8221; click here.<\/a><\/p>\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n<p>Got feedback? Let us know either in the comments below or tweet us&nbsp;<a href=\"https:\/\/www.twitter.com\/thephorestword\">@ThePhorestWord<\/a>!<em>&nbsp;(Pssst! We\u2019re on&nbsp;<a href=\"https:\/\/www.instagram.com\/phorestsalonsoftware\">Instagram<\/a>&nbsp;too!)<\/em><\/p>\n\n\n\n<p>Thanks for reading! #LetsGrow<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Acknowledge vs Defend. When we frame an idea, a problem, or an opportunity, we are choosing our perspective. Look at a &#8220;glass as half-empty,&#8221; and we start conserving and protecting. Seeing the same glass as &#8220;half-full&#8221; and opportunity and growth emerge. Our thinking shifts simply by how we choose to look at or &#8220;frame&#8221; something. &hellip; <a href=\"https:\/\/www.phorest.com\/au\/blog\/eat-this-not-that-acknowledge-vs-defend\/\">Continued<\/a><\/p>\n","protected":false},"author":40022,"featured_media":61035,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[5926,5511],"tags":[8502,324,424,125,8252,4123,8082,8503,8504],"class_list":["post-60375","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-service-sales-marketing","category-sales-marketing","tag-author","tag-communication-2","tag-customer-feedback","tag-customer-service","tag-eat-this-not-that","tag-feedback","tag-jay-williams","tag-salon-owners-summit-speaker","tag-video-series"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The Better Choices Better Leaders Make: Acknowledge vs Defend | Phorest<\/title>\n<meta name=\"description\" content=\"What&#039;s your response to feedback and objections? 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Watch speaker and author Jay Williams dissect and compare both concepts.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.phorest.com\/au\/blog\/eat-this-not-that-acknowledge-vs-defend\/\" \/>\n<meta property=\"og:site_name\" content=\"Phorest\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/phorestsalonsoftware\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/jaywilliamscompany\" \/>\n<meta property=\"article:published_time\" content=\"2019-05-02T00:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2019-09-11T20:19:53+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/d2dfxqxblmblx4.cloudfront.net\/wp-content\/uploads\/2019\/08\/08123624\/AcknowledgeVsDefend_v3_1153x442-1-150x150.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1153\" \/>\n\t<meta property=\"og:image:height\" content=\"442\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Jay Williams\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:image\" content=\"https:\/\/d2dfxqxblmblx4.cloudfront.net\/wp-content\/uploads\/2019\/08\/08123624\/AcknowledgeVsDefend_v3_1153x442-1-150x150.jpg\" \/>\n<meta name=\"twitter:creator\" content=\"@thephorestword\" \/>\n<meta name=\"twitter:site\" content=\"@thephorestword\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Jay Williams\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.phorest.com\/au\/blog\/eat-this-not-that-acknowledge-vs-defend\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.phorest.com\/au\/blog\/eat-this-not-that-acknowledge-vs-defend\/\"},\"author\":{\"name\":\"Jay Williams\",\"@id\":\"https:\/\/www.phorest.com\/au\/#\/schema\/person\/6c980f36dd11ae41bccc30e45eb93eb8\"},\"headline\":\"The Better Choices Better Leaders Make: Acknowledge vs Defend\",\"datePublished\":\"2019-05-02T00:00:00+00:00\",\"dateModified\":\"2019-09-11T20:19:53+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.phorest.com\/au\/blog\/eat-this-not-that-acknowledge-vs-defend\/\"},\"wordCount\":423,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/www.phorest.com\/au\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.phorest.com\/au\/blog\/eat-this-not-that-acknowledge-vs-defend\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/d2dfxqxblmblx4.cloudfront.net\/wp-content\/uploads\/2019\/08\/08123624\/AcknowledgeVsDefend_v3_1153x442-1.jpg\",\"keywords\":[\"author\",\"Communication\",\"customer feedback\",\"customer service\",\"eat this not that\",\"feedback\",\"jay williams\",\"salon owners summit speaker\",\"video series\"],\"articleSection\":[\"Customer Service\",\"Sales &amp; Marketing\"],\"inLanguage\":\"en-AU\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.phorest.com\/au\/blog\/eat-this-not-that-acknowledge-vs-defend\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.phorest.com\/au\/blog\/eat-this-not-that-acknowledge-vs-defend\/\",\"url\":\"https:\/\/www.phorest.com\/au\/blog\/eat-this-not-that-acknowledge-vs-defend\/\",\"name\":\"The Better Choices Better Leaders Make: Acknowledge vs Defend | Phorest\",\"isPartOf\":{\"@id\":\"https:\/\/www.phorest.com\/au\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.phorest.com\/au\/blog\/eat-this-not-that-acknowledge-vs-defend\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.phorest.com\/au\/blog\/eat-this-not-that-acknowledge-vs-defend\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/d2dfxqxblmblx4.cloudfront.net\/wp-content\/uploads\/2019\/08\/08123624\/AcknowledgeVsDefend_v3_1153x442-1.jpg\",\"datePublished\":\"2019-05-02T00:00:00+00:00\",\"dateModified\":\"2019-09-11T20:19:53+00:00\",\"description\":\"What's your response to feedback and objections? 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