Step 01: Collaboration is key

MI recognises that the power for change rests with the customer, rather than you assuming an €expert€ role. Your job is to draw out their motivations and skills for change, not to tell them what to do or why they should do it. Be curious and see the customer as resourceful, motivational and with solutions.

Step 02: Express empathy

By careful listening and giving reflective, empathetic responses, customers will come to feel that you understand the issues from their perspective. This will help to build rapport and a relationship of trust.

Step 03: Sidestep resistance

Customers may also have reasons why they don't want to change. Respond with empathy and understanding rather than confrontation when the customer presents these barriers or arguments against change. Instead, investigate them further and don't dismiss them. For example, if someone enjoys the social aspect of smoking, discuss this together to find alternative ways to achieve the same feeling of social acceptance.