Dealing With Difficult and Demanding Personality Types Workbook

MEET YOUR SUPER SPEAKER, DAN OCONNOR
NO MORE BORING TRAINING EVER!

Imagine if tomorrow you could strengthen teamwork, trust, and
communication throughout your entire organization. Now you can--but you
dont need another team-building trainer--you need a Superteams Expert.
Dan OConnor has been giving organizations and individuals dynamite tactics
and strategies proven to synergize and motivate teams for over 15 years.
Audience members enjoy Dans tactical step-by-step manner, and walk away
with an arsenal of strategies, tools, and exercises, along with free access to
audios, quick-reference cards, and other resources designed to help each
person master the tactics they learn during the event.
Dan OConnor
dan@powerdiversity.com
P/F: 877-570-1573
Local: 701-212-1057
www.powerdiversity.com
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As the Manager of Employee Development...I am also interested in what
they have learned in the class and what they can use in their everyday lives. I have
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HOTTEST KEYNOTES
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--Its All About Me
--Speaking of Relationships
--No Thanks to You
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DEALING WITH DIFFICULT AND DEMANDING PERSONALITY TYPES

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dan@powerdiversity.com | 1-877-570-1573 | www.powerdiversity.com

1
Q: As professional communicators, what is our objective?

A: To establish the
__________ - __________ - __________
with every customer,

every time.

2

The first step in becoming a master communicator, both at the office and at home.
STEP 1
CREATE AND USE A __________ COMPASS
I KNOW:
1-Who I am
2-Why Im here
3-What I want
DONT LET
FACTS
GET IN THE WAY
OF THE TRUTH
I am a:
1.
____________________________
2.
____________________________
3.
____________________________
I am a:
1. _______________, _______________, & _______________ _______________
2. _______________, _______________, & _______________ _______________
3. _______________, _______________, & _______________ _______________
Im here to:
1.
____________________________
2.
____________________________
3.
____________________________
I want:
1.
____________________________
2.
____________________________
3.
____________________________

3
STEP 2
WATCH YOUR __________- TALK
WPM
Average Person = __________
Dan = __________
Wolds Fastest = __________
Self-Talk = __________
BRAIN BASICS
L R
IF YOU AWAYS
THINK LIKE YOU
ALWAYS
THOUGHT,
YOULL ALWAYS
GET WHAT YOU
HAVE ALWAYS
GOTTEN
TRUTH: Out of control emotions make __________ people __________.
KNOW HOW TO USE _____________ STATEMENTS.

PRACTICE
_______________
SWITCHING

4
STEP 3
REMEMBER TO DO YOUR __________-__________ ANALYSIS
IS IT WORTH IT?

5
STEP 4
PRACTICE __________-STEPPING
PRACTICE THE ___________________ RULE.
N-L-P
MATCHERS & MIS-MATCHERS

6
STEP 5
WATCH YOUR __________-__________ COMMUNICATION
1-FIND YOUR POWER TONE

_____%=VERBAL
_____%=VOCAL
_____%=VISUAL
2-WATCH YOUR __________ LANGUAGE
SOFTEN-

7
STEP 6
MASTER VERBAL COMMUNICATION __________ AND __________

8

4 MAGIC PHRASES:
1 __________________________________________________________
2 __________________________________________________________
3 __________________________________________________________
4 __________________________________________________________
KNOW HOW TO SAY NO

1. ___________________________________
2. ___________________________________
1. ___________________________________
2. ___________________________________
3. ___________________________________
1. ___________________________________
2. ___________________________________
3. ___________________________________
4. ___________________________________
THE KEY TO A POWERFUL NO

Use the __________ __________

9
Learning to use __________-__________ techniques

is key to mastering the art of verbal communication.
LEAD-IN LINES & CLOSING LINES ARE KEY

LEAD-IN LINES:
1. _______________________
2. _______________________
3. _______________________
CLOSING LINES:
_________________________
D__________________
KEYS:
E__________________
1. _____________
S__________________
2. _____________
C__________________
3. _____________
KNOW HOW TO ASK QUESTIONS:

1. _____________________________
2. _____________________________
3. _____________________________

10
Learn the difference between __________ and __________ communication.
THE ANTI-INTERRUPTOR
1. _________________________________________
2. _________________________________________
3. _________________________________________
THE HAMBURGER
1. _________________________________________
2. _________________________________________
3. _________________________________________
THE FEEL-FELT-FOUND
1. _________________________________________
2. _________________________________________
3. _________________________________________
THE 3-STEP PEACE-KEEPER

1. _________________________________________
2. _________________________________________
3. _________________________________________

11
INSTANTLY BECOME MORE PERSUASIVE
1-2-3-4
THE COVERT BONDING 3-STEP
1. _________________________________________
2. _________________________________________
3. _________________________________________
WIIFM STATEMENTS
_____________________________________________
KNOW HOW TO COMPLIMENT

_____________________________________________
CRITICIZE WITH COMPLIMENTS

_____________________________________________
LB/NT
_____________________________________________
THE KEY TO GETTING HONEST FEEDBACK

1 ________________________________
2 ________________________________

12

EFFORTLESSLY DEAL WITH DIFFICULT PEOPLE
KEYS:
1. Dont take _______________________________.
2. What gets ____________ gets _______________.
3. Use the ____________________________ record.
EMPATHY STATEMENTS
___________________________________________________________________
BOUNDARY STATEMENTS
___________________________________________________________________
RE-DIRECT WITH ASSUMPTIONS
___________________________________________________________________
PRE-EMPTIVE STRIKE
___________________________________________________________________
VALIDATE
___________________________________________________________________
AND REMEMBER:
DIFFICULT PEOPLE ARE HERE TO __________ __________ __________.

13

STEP 7
KNOW HOW TO PRACTICE
1 __________________________ it
2 __________________________ it
3 __________________________ it
4 __________________________ it
Go to
for free
~AUDIOS
-VIDEOS
-TOOLS
and more
to help you become a more powerful, confident, savvy communicator.

14
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789:$;<=>?$:@8@:@A>@B
THE
FEEL-FELT-FOUND
1) Validate
2) Generalize
3) Respond
I can appreciate why you would feel so

angry. I have felt angry and frustrated as
well when things like this have happened to
me in the past. But I think you may be in
luck. Other customers have found that I
was able to help them through this process,
and if you can just give me a chance, I think
you!ll find the same thing.
ACTIVE VOICE
VS PASSIVE VOICE
N-L-P
BASICS
VISUAL:
I see what you!re saying.
That looks good to me.
It!s perfectly clear.
AUDITORY:
I hear what you!re saying.
That sounds great to me.
That rings a bell.
KINESTHETIC:
I get what you!re saying.
I can grasp that concept.
It just feels right.
CALM DOWN!
It appears as though you didn!t get

your paperwork to us on time.
1) I realize you!re frustrated and I can

sure understand why...
Your staff made a mistake.
2) But if you please give me a chance...
You need to send in your paperwork

by Friday morning.
3) My name is _____ and I know you

can count on me....
VS
It appears the paperwork wasn!t
delivered on time.
Unfortunately it appears as though a
mistake was made.
The paperwork needs to be sent by
Friday morning.
Magic phrases:
YOU!RE RIGHT____.
THANK YOU FOR___.
I APOLOGIZE FOR___.
Youre doing enough already
How would you feel if ALL your training and speaking events got
overwhelming positive reviews from every participant?
Ours do.
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An Introduction to Tactical Communication
Communication tactics to help you communicate with power, skill, and finesse
Customer Service and Sales Skills for Techies
Tactics and scripts designed to help left brainers communicate with the technologically
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No Thanks To You
An Introduction to Energy Vampire Slaying
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learn@powerdiversity.com
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And let us help you find the perfect training or speaker for your next event.
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Dealing With Difficult and Demanding Personality Types Workbook

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MEET YOUR SUPER SPEAKER, DAN OCONNOR

NO MORE BORING TRAINING EVER!

SEE DAN IN ACTION NOW!

Energy Vampire Slaying: 101

DEALING WITH DIFFICULT AND DEMANDING PERSONALITY TYPES

dan@powerdiversity.com | 1-877-570-1573 | www.powerdiversity.com

DEALING WITH DIFFICULT AND DEMANDING PERSONALITY TYPES

Q: As professional communicators, what is our objective?

__________ - __________ - __________

with every customer,

dan@powerdiversity.com | 1-877-570-1573 | www.powerdiversity.com

DEALING WITH DIFFICULT AND DEMANDING PERSONALITY TYPES

dan@powerdiversity.com | 1-877-570-1573 | www.powerdiversity.com

DEALING WITH DIFFICULT AND DEMANDING PERSONALITY TYPES

TRUTH: Out of control emotions make __________ people __________.

KNOW HOW TO USE _____________ STATEMENTS.

dan@powerdiversity.com | 1-877-570-1573 | www.powerdiversity.com

DEALING WITH DIFFICULT AND DEMANDING PERSONALITY TYPES

dan@powerdiversity.com | 1-877-570-1573 | www.powerdiversity.com

DEALING WITH DIFFICULT AND DEMANDING PERSONALITY TYPES

PRACTICE THE ___________________ RULE.

MATCHERS & MIS-MATCHERS

dan@powerdiversity.com | 1-877-570-1573 | www.powerdiversity.com

DEALING WITH DIFFICULT AND DEMANDING PERSONALITY TYPES

1-FIND YOUR POWER TONE

2-WATCH YOUR __________ LANGUAGE

dan@powerdiversity.com | 1-877-570-1573 | www.powerdiversity.com

DEALING WITH DIFFICULT AND DEMANDING PERSONALITY TYPES

dan@powerdiversity.com | 1-877-570-1573 | www.powerdiversity.com

DEALING WITH DIFFICULT AND DEMANDING PERSONALITY TYPES

KNOW HOW TO SAY NO

THE KEY TO A POWERFUL NO

dan@powerdiversity.com | 1-877-570-1573 | www.powerdiversity.com

DEALING WITH DIFFICULT AND DEMANDING PERSONALITY TYPES

Learning to use __________-__________ techniques

LEAD-IN LINES & CLOSING LINES ARE KEY

KNOW HOW TO ASK QUESTIONS:

dan@powerdiversity.com | 1-877-570-1573 | www.powerdiversity.com

DEALING WITH DIFFICULT AND DEMANDING PERSONALITY TYPES

Learn the difference between __________ and __________ communication.

THE 3-STEP PEACE-KEEPER

dan@powerdiversity.com | 1-877-570-1573 | www.powerdiversity.com

DEALING WITH DIFFICULT AND DEMANDING PERSONALITY TYPES

INSTANTLY BECOME MORE PERSUASIVE

KNOW HOW TO COMPLIMENT

CRITICIZE WITH COMPLIMENTS

THE KEY TO GETTING HONEST FEEDBACK

dan@powerdiversity.com | 1-877-570-1573 | www.powerdiversity.com

DEALING WITH DIFFICULT AND DEMANDING PERSONALITY TYPES

dan@powerdiversity.com | 1-877-570-1573 | www.powerdiversity.com

DEALING WITH DIFFICULT AND DEMANDING PERSONALITY TYPES

to help you become a more powerful, confident, savvy communicator.

dan@powerdiversity.com | 1-877-570-1573 | www.powerdiversity.com

I can appreciate why you would feel so

It appears as though you didn!t get

1) I realize you!re frustrated and I can

Your staff made a mistake.

2) But if you please give me a chance...

You need to send in your paperwork

3) My name is _____ and I know you

Youre doing enough already

Contact one of our cheery representatives today.

NO MORE BORING TRAINING EVER!

- - __

TRUTH: Out of control emotions make people .

Learning to use - techniques

Learn the difference between and communication.