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Atricle Dump - Client Resistance Is A Gift
Business phone systems can be purchased from telephone service providers, other manufacturers through their sales networks or through Internet. Most businesses usually need to have several telephones to run their operations and it is neither practical nor necessary to have each telephone connected to the external (service provider's) network. Communication systems containing internally operated switching systems are available that do not require connecting each telephone set to the public telephone network.Most busines
Resistance is so difficult to deal with because it can make us feel attacked, backed into a corner and helpless as to how to respond. It is lethal because the client is
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The client:
Says, “Your price is too high.” Gives you way too much detail, or grunts one-word answers. Delays making a decision. Gives you a smokescreen reason for not talking to you. The best I’ve heard recently is: “We’ve got lots of suppliers right now, and I don’t want any more trucks clogging up our receiving bay.” Resistance doesn’t always happen, but when it does, it is puzzling and frustrating for reps. Many of us end up thinking the client is just stubborn and irrational, and we can only cope by presenting information and justifying recommendations more loudly and more forcibly.
The key to understanding the nature of resistance is to realize that it is not a logical or rational reflection of the conversation you are having with the client. It is an emotional reaction inside the client against either the process of being helped or against the need to face up to tough organizational or personal challenges.
Resistance is so difficult to deal with because it can make us feel attacked, backed into a corner and helpless as to how to respond. It is lethal because the client is
A flair for the dramatic is a theatrical term used to describe an actress or actor who has a talent for melodrama, characterized by intensely enacted interpersonal conflict and exaggerated emotions. The central figure in a melodrama is the hero, who spins his tale or portrays the justice of his cause in a positive light. Counterparts include the villain and the fool who are ridiculed and portrayed negatively.Remember Aesop’s Fable, The Boy Who Cried Wolf? The story goes like this. A shepherd boy
The client:
Says, “Your price is too high.” Gives you way too much detail, or grunts one-word answers. Delays making a decision. Gives you a smokescreen reason for not talking to you. The best I’ve heard recently is: “We’ve got lots of suppliers right now, and I don’t want any more trucks clogging up our receiving bay.” Resistance doesn’t always happen, but when it does, it is puzzling and frustrating for reps. Many of us end up thinking the client is just stubborn and irrational, and we can only cope by presenting information and justifying recommendations more loudly and more forcibly.
The key to understanding the nature of resistance is to realize that it is not a logical or rational reflection of the conversation you are having with the client. It is an emotional reaction inside the client against either the process of being helped or against the need to face up to tough organizational or personal challenges.
Resistance is so difficult to deal with because it can make us feel attacked, backed into a corner and helpless as to how to respond. It is lethal because the client is
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The key to understanding the nature of resistance is to realize that it is not a logical or rational reflection of the conversation you are having with the client. It is an emotional reaction inside the client against either the process of being helped or against the need to face up to tough organizational or personal challenges.
Resistance is so difficult to deal with because it can make us feel attacked, backed into a corner and helpless as to how to respond. It is lethal because the client is
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Resistance is so difficult to deal with because it can make us feel attacked, backed into a corner and helpless as to how to respond. It is lethal because the client is indirectly expressing a concern or discomfort. And it is very difficult for you to figure out what is going on when someone responds with an indirect, coded message.
Indirect expression: “Let me think about it and get back to you.”
Direct expression: “I feel that I am ill equipped to handle this particular situation.”
How to Effectively Respond To Resistance The way out of resistance is to help clients express, directly in words, their negative feelings. When clients are direct, you will feel much more supportive of their struggles. Here’s an easy and powerful model to help your discussion become more authentic.
Step One: Name the Resistance When you become aware a client is being resistant, first name it , using neutral, everyday language. The skill is to describe the resistance in a way that encourages the client to make a more direct statement of the reservation he or she is feeling. Here are some examples:
When the client floods you with detail, say "You are giving me more detail than I need. How would you describe it in a short statement?"
When the client gives you one-word answers, say, "You are giv
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