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

•Own up quickly to any mistakes made (don’t try to make up excuses)

• Be ready to put the situation behind and move forward

Common Conflict Responses: The Analyzer Personality

In conflict situations, Analyzers are likely to:

• Increase resistance and shift into passive/aggressive behavior


• Overpower others with facts and logic


• Become defensive


• Withhold information


• Respond with “what if... ?” questions and “prove that!” statements


• Judge their adversary and the situation in black-and-white (critical)
  terms

Resolving a conflict with Analyzers is going to be a different experi-
ence altogether than with the Enterprisers. While the Enterpriser wants a
quickresolution, the Analyzer wants a thoroughresolution. Analyzers exam-
ine all the events that led to the conflict, then carefully lay out the
groundwork to prevent this scenario from recurring. Analyzers will not
readily change their views without overwhelming evidence. The Analyzers’
first response in conflict will be defensiveness, and they will quickly at-
tempt to prove that they are right. Analyzers may withhold necessary
input for solving the conflict or even refuse to participate at all in the res-
olution process.

In conflict scenarios with Analyzers, we should:

•Avoid forcing or pushing the resolution process (adopt a patient

approach and move slowly and cautiously)

•Avoid debate and blaming

•Take notes and ask for their critique of the problem and their input

for preventing future conflicts

Common Conflict Responses: The Motivator Personality

In conflict situations, Motivators are likely to:

•Avoid the scene when they sense negativity

•Try to dismiss or smooth over the situation (adopt a superficial fix)

• Become emotional and offensive—take criticism or conflicts personally


• Seek control or revenge by persuading others to side with them

Masters in Conflict 229