Selling With Emotional Intelligence : 5 Skills For Building Stronger Client Relationships

(sharon) #1
The “Likability” Quotient 205

FIGURE 23.1The Emotional Ledger


Debits


  • Pushing to get something done

  • Hurrying them during a task

  • Showing up without an appointment
    •Taking too much of their time

  • Not allowing them sufficient opportunity
    to voice their concerns

  • Asking repeatedly for favors

  • Only acting friendly when they need
    something
    •Failing to show gratitude
    •Taking their efforts for granted

  • Asking them to do things out of their
    comfort zones

  • Asking them to perform tasks below
    their positions

  • Using an agitated, confrontational, edgy
    tone

  • Using a condescending, arrogant tone

  • Using a demanding tone of voice

  • Using an impatient tone of voice

  • Not following through with commitments

  • Not focusing on the speaker

  • Not listening to their directions and
    details

  • Shifting blame for your mistakes
    •Bringing an overintensive, uptight
    approach
    •Never smiling

    • Interrupting the person who is talking
      •Failing to communicate on critical issues
      •Avoiding them in negative or troubling
      circumstances
      •Talking negatively about others

    • Whining, complaining, moaning, and
      groaning

    • Being pessimistic

    • Being insensitive to others’ time lines,
      pressures, and agendas
      •Invading their personal space

    • Acting overly familiar

    • Acting overly officious

    • Using inappropriate humor, making
      comments, bringing up past mistakes




Credits


  • Asking for assistance

  • Asking for a time line

  • Calling ahead

  • Asking how much time they have
    •Patiently listening to concerns

  • Not asking for more than you give

  • Being sincerely friendly

  • Showing gratitude for every favor

  • Asking, not expecting

  • Checking their comfort levels first

  • Doing it yourself or asking for a special
    favor
    •Using a gentle, undemanding tone

  • Using a humble, approachable tone
    •Using an imploring tone

  • Using a calm, patient tone
    •Keeping your word; being on time
    •Focusing on the speaker
    •Taking notes when they offer help

  • "Owning up to" your mistakes

  • Lightening up in stressful situations

  • Smiling and bringing levity

  • Biting your tongue and listening to the
    person who is talking
    •Taking the time to sit down and talk out
    issues

  • Showing courage to confront

  • Speaking highly of others

  • Using a cheerful "can do" attitude

  • Maintaining an optimistic approach

  • Checking their time lines, agendas
    first
    •Keeping the appropriate distance

  • Earning the right to show familiarity

  • Using a personable approach
    •Keeping quiet when in doubt, and
    showing grace toward mistakes

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