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OFFICIAL MAGAZINE OF THE NATIONAL ASSOCIATION OF REALTORS®



  SALES MEETING TOOL KIT:
WORKING WITH DIFFICULT CLIENTS
 

Component 1: Facilitator Talking Points

Component 2: Working with Difficult Clients Agenda

Component 3: Handout 1, Ten Tips on Dealing with Difficult People

Component 4: Activity 1, Five Common Jerks and How to Deal with Them

Component 5: Activity 1, Five Common Jerks Idea Sheet

Component 6: Handout 2, Identifying Communication Styles

Component 7: Handout 3, Defusing Dialogues

Component 8: Activity 2, Scenes from a Difficult Life

Component 9: Activity 2, Scenes from a Difficult Life Ideas Sheet

Component 10: Handout 4, Firing Your Client

Component 11: Other Resources 		  Component 2: Agenda

Welcome (1 min.)

True stories (2 min.)

Background and goals (2 min.)

Handout 1: Ten Tips for Dealing with Difficult People (5 min.)
Read these tips, and talk about ways to apply them to actual situations.

Activity 1: Five Common Jerks and How to Deal with Them (10 min.)
Consider a few strategies for working with some problem people.

Handout 2: Identifying Communication Styles (5 min.)
Assess the three principal ways people communicate as a way to break down the barriers in a difficult situation.

Handout 3: Defusing Dialogues (5 min.)
Learn some suggested phrases that will ease difficult situations and help get to the root of the conflict.

Activity 2: Scenes from a Difficult Life (10-15 min.)
Practice your techniques in these real-life situations.

Handout 4: Firing the Client (5 min.)
Learn what to do when you’ve tried everything else.

Adjourn.

Running Time: 50 minutes.

Component 3: Handout 1, 10 Tips on Dealing with Difficult People >