Imagine if tomorrow you could strengthen teamwork, trust, and communication throughout your entire organization. Now you can--but you donʼt need another team-building trainer--you need a Superteams Expert.
Dan OʼConnor has been giving organizations and individuals dynamite tactics and strategies proven to synergize and motivate teams for over 15 years. Audience members enjoy Danʼs tactical step-by-step manner, and walk away
with an arsenal of strategies, tools, and exercises, along with free access to audios, quick-reference cards, and other resources designed to help each person master the tactics they learn during the event.
Additionally, if youʼd like the content tailored for your specific event or
organization, Dan does not charge extra for custom tailoring.
Meeting planners and training directors enjoy our easy turnkey rates and booking process. All travel, tools, and expenses are always included in our
quotes, and we take care of all of the arrangements. You simply tell us where and when, and we take care of the rest.
Dan Oʼ[email protected]
P/F: 877-570-1573Local: 701-212-1057
www.powerdiversity.com
"Hi Dan, Just wanted to drop you a quick note to tell you how wonderful this training has been. I have
had nothing but extremely positive comments from all participants on the content and
even more so on your delivery of the content ....all your seminars have received a 100%
QI (Quality Index). This is truly a remarkable achievement from so many
participants...some even mentioned you are the best instructor they ever had.
As the Manager of Employee Development...I am also interested in what
they have learned in the class and what they can use in their everyday lives. I have
never heard more comments on how they were able to take away tangible, useable items
from your classes, that they can implement immediately in their professional and personal
lives. That in itself is a great R.O.I. for us as a company. Thanks so much, and we look
forward to having you do more sessions for us as we move forward."
Robin Chacon, Manager, Employee & Sales Development,
Amadeus North America, Miami, Florida
HOTTEST SEMINARS
★ Energy Vampire Slaying: 101★ The Secret Language of Personality Types★ Business Writing the Easy Way★Celebrating Diversity & Preventing Sexual Harassment★ Communication & Customer Service Skills for Techies & Other Left-Brainers
[email protected] WWW.POWERDIVERSITY.COM 877-570-1573
HOTTEST KEYNOTES
--Energy Vampire Slaying: 101
--Itʼs All About Me
--Speaking of Relationships
--No Thanks to You
--Phenylethlamine Releasing at Work--
without getting fired or sued
HOT RESOURCE SEE DAN IN ACTION NOW!WATCH HIS FREE VIDEOS
GO TO WWW.POWERDIVERSITY.COM
MEET YOUR SUPER SPEAKER, DAN OʼCONNOR
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.
DEALING WITH DIFFICULT AND DEMANDING PERSONALITY TYPES
[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. ____________________________
DEALING WITH DIFFICULT AND DEMANDING PERSONALITY TYPES
[email protected] | 1-877-570-1573 | www.powerdiversity.com 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.
DEALING WITH DIFFICULT AND DEMANDING PERSONALITY TYPES
[email protected] | 1-877-570-1573 | www.powerdiversity.com 4
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?
DEALING WITH DIFFICULT AND DEMANDING PERSONALITY TYPES
[email protected] | 1-877-570-1573 | www.powerdiversity.com 5
STEP 4
PRACTICE __________-STEPPING
PRACTICE THE ___________________ RULE.
N-L-P
MATCHERS & MIS-MATCHERS
DEALING WITH DIFFICULT AND DEMANDING PERSONALITY TYPES
[email protected] | 1-877-570-1573 | www.powerdiversity.com 6
STEP 5
WATCH YOUR __________-__________ COMMUNICATION
1-FIND YOUR POWER TONE
_____%=VERBAL
_____%=VOCAL
_____%=VISUAL
2-WATCH YOUR __________ LANGUAGE
S-
O-
F-
T-
E-
N-
DEALING WITH DIFFICULT AND DEMANDING PERSONALITY TYPES
[email protected] | 1-877-570-1573 | www.powerdiversity.com 7
STEP 6
MASTER VERBAL COMMUNICATION __________ AND __________
DEALING WITH DIFFICULT AND DEMANDING PERSONALITY TYPES
[email protected] | 1-877-570-1573 | www.powerdiversity.com 8
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 __________ __________
DEALING WITH DIFFICULT AND DEMANDING PERSONALITY TYPES
[email protected] | 1-877-570-1573 | www.powerdiversity.com 9
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. _____________________________
DEALING WITH DIFFICULT AND DEMANDING PERSONALITY TYPES
[email protected] | 1-877-570-1573 | www.powerdiversity.com 10
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. _________________________________________
DEALING WITH DIFFICULT AND DEMANDING PERSONALITY TYPES
[email protected] | 1-877-570-1573 | www.powerdiversity.com 11
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 ________________________________
DEALING WITH DIFFICULT AND DEMANDING PERSONALITY TYPES
[email protected] | 1-877-570-1573 | www.powerdiversity.com 12
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 __________ __________ __________.
DEALING WITH DIFFICULT AND DEMANDING PERSONALITY TYPES
[email protected] | 1-877-570-1573 | www.powerdiversity.com 13
STEP 7
KNOW HOW TO PRACTICE
1 __________________________ it
2 __________________________ it
3 __________________________ it
4 __________________________ it
Go to
www.powerdiversity.com
for free
~AUDIOS
-VIDEOS
-TOOLS
and more
to help you become a more powerful, confident, savvy communicator.
DEALING WITH DIFFICULT AND DEMANDING PERSONALITY TYPES
[email protected] | 1-877-570-1573 | www.powerdiversity.com 14
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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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