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Architecture Guide
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Take a Quiz
30 under 30
Young Professionals
REALTOR® Emeritus |  | 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 7 Handout 3: Defusing Dialogues Using language that makes difficult people less defensive is a sure-fire way to defuse a volatile confrontation. Never say: I’ll try Instead say: I will, I can Never say: You should, You ought Instead say: Perhaps you might consider Never say: You have to Instead say: Would you please Never say: Why? Instead say: What? Never say: Always, never Instead say: In this particular instance Never say: Your problem Instead say: Your situation Never say: You Instead say: I (Talking about your reactions puts other people at ease.) Component 8: Activity 2, Scenes from a Difficult Life > |