How to build lasting connections through meaningful communication
Developing successful relationships is critical to our success in both our personal and professional lives. The Power of Understanding People shows you how to establish and develop extremely effective relationships by providing you with techniques to better identify and understand the intrinsic needs of others. As a result, you will achieve better team dynamics, increased sales and client satisfaction, higher levels of employee engagement and performance, and even more satisfying marriages and friendships. This book provides the tools to understand others’ unique communication style as well as your own. Get detailed advice on how to adjust to diverse communication styles, develop a unifying language for the organization, and better match motivational techniques to team members. Through storytelling and experiential exercises, author Dave Mitchell helps you gain insight into your own unique interaction style and teaches you how to communicate, motivate, sell, and service more successfully no matter the personality types involved.
* Offers insight into the behavior cues and questions to ask to better understand someone’s interactive preferences
* Explains how to enhance your sales efforts by better targeting your brand message to the client’s style so that your products/services resonate with them more
* Examines strategies for creating a high performing work environment and achieve greater customer service excellence
* Contains conflict resolution strategies, including how to effectively work out differences within a team, between work units, with customers, and even in your personal life
Armed with the ability to interpret the behavior of the people around you, you will achieve greater levels of success at work and at home while also learning how to better handle the difficult situations involving people in your life.
Innehållsförteckning
Preface vii
Introduction We Are All Delusional! 1
Sociocultural Schemas 3
Interactive Styles 4
Hollywood Style! 10
A Disclaimer 11
The Assessment 12
Chapter 1 Understanding Romantics and Warriors: It’s Feelings versus Logic for These Styles 17
Romantics 27
Warriors 28
Chapter 2 Understanding Experts and Masterminds: Tried and True Contrasted with Possibilities 33
Experts 46
Masterminds 48
Chapter 3 The 12 Interactive Combinations–Hollywood Style! 51
The Best Friend 51
The Love Interest 56
The Crusader 61
The Hired Gun 66
The Sage 71
The Power Broker 76
The Voice of Reason 80
The Specialist 85
The Detective 90
The Eccentric 97
The Social Reformer 104
The Adventurer 109
Chapter 4 Recognizing Each Style: The Behavioral Cues That Might Indicate Another Person’s Style 115
How Do I Recognize Romantics and Warriors? 118
How Do I Recognize Experts and Masterminds 121
Chapter 5 Leading Each Style: Creating a High-Performing Culture by Understanding Interactive Style 127
Coaching and Counseling by Style 132
Progressive Counseling 134
Things to Consider When Counseling Each Style 137
Chapter 6 Selling to Each Style: You Can Expand Your Market Share by Adjusting to Your Consumer’s Interactive Style 141
Establish Rapport 145
Framing Tips 150
Common Objections 159
Handling Objection Model 162
Chapter 7 Providing Customer Service to Each Style: The Key to High Customer Satisfaction Results is Adjusting to the Customer’s Style 171
Behavior Breeds Behavior 172
You Can Choose Your Behavior 173
Positive Behavior Overcomes Negative Behavior 173
Interact with People the Way They Prefer 174
Serving the Romantic 174
Serving the Warrior 175
Serving the Expert 175
Serving the Mastermind 176
LAST Model of Service Recovery 177
Chapter 8 Personal Relationships and Interactive Style: Better Understand Family and Friends and Enhance Your Marriage 183
Conflict Resolution 186
A Model for Conflict Resolution 188
Conclusion The Unusual Goal of an Educator 193
Index 196
Om författaren
Dave Mitchell (Denver, CO; is an international speaker, trainer, consultant, writer and entrepreneur who has spoken before thousands of audiences who have been delighted with his entertaining style and powerful stories. Since founding the Leadership Difference in 1995, over 250, 000 people have attended Dave’s seminars on topics that include leadership, customer service, selling skills, and personal performance enhancement. His clients include Allstate Insurance, Bank of America, Universal Studios, Hilton Worldwide, Sub-Zero Wolf Appliances, Electrolux Appliances, Trek Bikes, Walt Disney World, Pitney-Bowes, Novartis Pharmaceuticals and the CIA.
Prior to starting his own organization development consulting firm, Dave was the Vice President of Human Resources and Quality for Buena Vista Hospitality Group, Corporate Director of Training and Development for Marshall Field’s and a television reporter and producer for CBS News.
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