"We see things not as they are, but as we are."— Anaïs Nin Map ≠ Territory: The Core Principle of NLP This principle is the bedrock of effective communication. Here is what it means in practice: •  The Map: Our subjective, internal perception of reality. •  The Territory: Objective reality itself. •  The Disconnect: The map is never  equal to the territory. We all perceive reality through our unique set of filters. Your client lives in and makes decisions based on their map .

Linden Brown: What does customer-centricity and a focus on the customer mean for you and your business? Oleg Lega: Five years ago, I wrote an essay expressing the idea that if you are customer-oriented, you are manipulating people. Because, in reality, you are not thinking about people, but about their money. That's it. And never tell me that you truly think of a client as a person if you are CUSTOMER -oriented. The only way to show genuine care is to be not CUSTOMER -orien

Pastimes: The Art of Strategic Small Talk Mastering the art of pastimes—or strategic small talk—is a critical business skill. It requires you to be a well-rounded professional, genuinely curious about a wide range of topics, so you can effortlessly find common ground with any client. It’s a significant advantage if you discover a shared interest with a client, but this should never feel forced. Authenticity is key. Your personality should be multifaceted, allowing you to enga