Dealing with Difficult and Demanding Personality Types Workbook

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NO MORE BORING TRAINING EVER!

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DEALING WITH DIFFICULT AND DEMANDING PERSONALITY TYPES

[email protected] | 1-877-570-1573 | www.powerdiversity.com

1

Q: As professional communicators, what is our objective?

A: To establish the

__________ - __________ - __________

with every customer,

every time.


[email protected] | 1-877-570-1573 | www.powerdiversity.com 2

The first step in becoming a master communicator, both at the office and at home.

STEP 1

CREATE AND USE A __________ COMPASS

I KNOW:

1-Who I am

2-Why I’m here

3-What I want

I am a:

1. ____________________________

2. ____________________________

3. ____________________________

I am a:

1. _______________, _______________, & _______________ _______________

2. _______________, _______________, & _______________ _______________

3. _______________, _______________, & _______________ _______________

I’m here to:

1. ____________________________

2. ____________________________

3. ____________________________

I want:

1. ____________________________

2. ____________________________

3. ____________________________



DON’T LET

FACTS

GET IN THE WAY

OF THE TRUTH

STEP 2

WATCH YOUR __________- TALK

WPM

Average Person = __________

Dan = __________

Wold’s Fastest = __________

Self-Talk = __________

BRAIN BASICS

TRUTH: Out of control emotions make __________ people __________.

KNOW HOW TO USE _____________ STATEMENTS.



L R

PRACTICE

_______________

SWITCHING

IF YOU AWAYS

THINK LIKE YOU

ALWAYS

THOUGHT,

YOU’LL ALWAYS

GET WHAT YOU

HAVE ALWAYS

GOTTEN

STEP 3

REMEMBER TO DO YOUR __________-__________ ANALYSIS

IS IT WORTH IT?



STEP 4

PRACTICE __________-STEPPING

PRACTICE THE ___________________ RULE.

N-L-P

MATCHERS & MIS-MATCHERS



STEP 5

WATCH YOUR __________-__________ COMMUNICATION

1-FIND YOUR POWER TONE

_____%=VERBAL

_____%=VOCAL

_____%=VISUAL

2-WATCH YOUR __________ LANGUAGE

S-

O-

F-

T-

E-

N-



STEP 6

MASTER VERBAL COMMUNICATION __________ AND __________



4 MAGIC PHRASES:

1 __________________________________________________________

2 __________________________________________________________

3 __________________________________________________________

4 __________________________________________________________

KNOW HOW TO SAY “NO”

1. ___________________________________

2. ___________________________________

1. ___________________________________

2. ___________________________________

3. ___________________________________

1. ___________________________________

2. ___________________________________

3. ___________________________________

4. ___________________________________

THE KEY TO A POWERFUL “NO”

Use the __________ __________



Learning to use __________-__________ techniques

is key to mastering the art of verbal communication.

LEAD-IN LINES & CLOSING LINES ARE KEY

LEAD-IN LINES:

1. _______________________

2. _______________________

3. _______________________

CLOSING LINES:

_________________________

D__________________

E__________________

S__________________

C__________________

KNOW HOW TO ASK QUESTIONS:

1. _____________________________

2. _____________________________

3. _____________________________



KEYS:

1. _____________

2. _____________

3. _____________

Learn the difference between __________ and __________ communication.

THE ANTI-INTERRUPTOR

1. _________________________________________

2. _________________________________________

3. _________________________________________

THE HAMBURGER

1. _________________________________________

2. _________________________________________

3. _________________________________________

THE FEEL-FELT-FOUND

1. _________________________________________

2. _________________________________________

3. _________________________________________

THE 3-STEP PEACE-KEEPER

1. _________________________________________

2. _________________________________________

3. _________________________________________



INSTANTLY BECOME MORE PERSUASIVE

1-2-3-4

THE COVERT BONDING 3-STEP

1. _________________________________________

2. _________________________________________

3. _________________________________________

WIIFM STATEMENTS

_____________________________________________

KNOW HOW TO COMPLIMENT

_____________________________________________

CRITICIZE WITH COMPLIMENTS

_____________________________________________

LB/NT

_____________________________________________

THE KEY TO GETTING HONEST FEEDBACK

1 ________________________________

2 ________________________________



EFFORTLESSLY DEAL WITH DIFFICULT PEOPLE

KEYS:

1. Don’t take _______________________________.

2. What gets ____________ gets _______________.

3. Use the ____________________________ record.

EMPATHY STATEMENTS

___________________________________________________________________

BOUNDARY STATEMENTS

___________________________________________________________________

RE-DIRECT WITH ASSUMPTIONS

___________________________________________________________________

PRE-EMPTIVE STRIKE

___________________________________________________________________

VALIDATE

___________________________________________________________________

AND REMEMBER:

DIFFICULT PEOPLE ARE HERE TO __________ __________ __________.



STEP 7

KNOW HOW TO PRACTICE

1 __________________________ it

2 __________________________ it

3 __________________________ it

4 __________________________ it

Go to


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to help you become a more powerful, confident, savvy communicator.



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*-5%57&5%+0.(/2&5+(0%.(/%2-BC

THE

FEEL-FELT-FOUND

1) Validate2) Generalize3) Respond

“I can appreciate why you would feel so angry. I have felt angry and frustrated as well when things like this have happened to me in the past. But I think you may be in luck. Other customers have found that I was able to help them through this process, and if you can just give me a chance, I think you!ll find the same thing.”

CALM DOWN!

1) I realize you!re frustrated and I can

sure understand why...

2) But if you please give me a chance...

3) My name is _____ and I know you

can count on me....

Magic phrases:

YOU!RE RIGHT____.

THANK YOU FOR___.

I APOLOGIZE FOR___.

ACTIVE VOICE

VS PASSIVE VOICE

It appears as though you didn!t get your paperwork to us on time.

Your staff made a mistake.

You need to send in your paperwork by Friday morning.

VS

It appears the paperwork wasn!t delivered on time.

Unfortunately it appears as though a

mistake was made.

The paperwork needs to be sent by Friday morning.

N-L-P

BASICS

VISUAL:I see what you!re saying.That looks good to me.

It!s perfectly clear.

AUDITORY:I hear what you!re saying.That sounds great to me.

That rings a bell.

KINESTHETIC:I get what you!re saying.I can grasp that concept.

It just feels right.

“You’re doing enough already

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Documents

Dealing with Difficult and Demanding Personality Types Workbook