[eBook Code] The Power of Understanding People (eBook Code, 1st)

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