Description
Have you ever had to deal with a difficult person?
This session focusses on dealing with difficult people and customers.
This course endeavours to encourage you to understand why a person may become difficult and what you can do to manage and diffuse a situation rather than antagonise and inflame it.
Along the way we’ll look at:
- The brain’s role in the stress response
- A simple model for understanding why people “flip their lids”
- Empathy as a driver for dispute resolution
- The importance of listening to understand
- The role of cognitive dissonance (and what that is) in understanding conflict resolution
- Simple strategies for keeping things calm and professional
The topics are relevant to all aspects of real estate whether you are dealing with owners, tenants, buyers, sellers, or just general enquiries.
