REALTOR® Magazine Online: Identifying Communication Styles

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SALES MEETING TOOLKIT:
DEALING WITH DIFFICULT PEOPLE

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 6
Handout 2: Identifying Communication Styles
Most people use a combination of two or three of these styles to process information and communicate with others. However, the majority of people operate in one principal style about 70 percent of the time and almost always revert to that style when under stress or when making an important decision.

Visual. People who sort information primarily through pictures and use visual words when they speak. They speak rapidly and in a higher tone of voice. They usually maintain good eye contact. About 38 percent of people are visual learners. Say: “See what I mean,” or “Get the picture.”
Auditory. People who process information by sound clues. They speak evenly and in a soothing tone. They often use auditory words such as “talk,” “listen,” or “tell.” They often show little emotion and are business-like and detail-oriented. About 28 percent of people are auditory. Say: “How does that sound,” or “Does that ring a bell?”

Kinesthetic. People who process information through feelings. They speak in choppy sentences with numerous pauses and often use words that describe feelings. They are often very animated and show their emotions. About 34 percent of the population is kinesthetic. Say: “This feels like,” or “Get a grasp of.”

Adapted and expanded from “Dealing with Difficult People,” Linda Lee Cole, Executive Excellence, January 1995.

Component 7: Handout 3, Defusing Dialogues >

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