Description
Book SynopsisHow to build lasting connections through meaningful communication Developing successful relationships is critical to our success in both our personal and professional lives.
Table of ContentsPreface 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
