The Power of Understanding People

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

>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.