The Power of Understanding People: The Key to Strengthening Relationships, Increasing Sales, and Enhancing Organizational Performance

Index

A

absolute reality

Absorb activities (absorbing)

active listening

Adventurers

apologizing

Apply activities (applying)

appreciation

Assessment (Mitchell)

B

behavior. See human behavior

Best Friends

C

change, difficulty of

coaching, by style

collective unconscious

conflict

in personal relationships

resolution model for

See also personal relationships

Connect activities (connecting)

consultative selling model

common objections to sales and

defined

establishing rapport for

framing and

handling objections with

corporate culture

counseling

considerations for

progressive

by style

Crusaders

CTL (“crap tolerance level”) container

cues, recognizing

customer service

behavior and

Experts and

importance of

LAST (Listen, Apologize, Solve, Thank) model of service recovery for

Masterminds and

Romantics and

service excellence and

Warriors and

D

decision-making process

Detectives

E

Eccentrics

excellence, customer service and

excitement

Experts

behavioral cues of

Best Friends

characteristics of

customer service for/by

Detective

Eccentrics

leading of/by

Masterminds and

personal relationships of

Sages

selling to/by

Specialists

Voices of Reason

extrinsic needs

F

feeling. See Romantics

final warning

framing

H

Hired Guns

hiring practices

“honor bar approach,” to negotiation

hormones

human behavior

absolute reality

changing

customer service and

interactive styles

metacognition

The Power of Understanding People Assessment

recognizing behavioral cues

recognizing Experts and Masterminds (See also