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

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256


Index


A

Accumulation, 118
Accuracy, 16, 28
Acheson, Bill, 149, 150
Achievementality, 41, 52
Adams, George Matthew, 135
Adaptation to Life(Valiant), 86
Adversity, 108–9, 113–14
Advice, unsolicited, 246
Aging, 91, 94
Alcholics Anonymous, 59
Alcoholism, 87
Amygdala hijack, 55
Analyzer personality, 16, 19, 28–30,
156, 161
areas of improvement, 29, 30
challenges, 28–30
conflict and, 222, 225–26, 229
critical selling adjustments,
170–73
negotiation and, 235
strengths, 28, 29
Anger, 54–61
see alsoConflict; Confrontation
chill chart, 80, 81
containing, 78–82
facial/body language and, 146
physiology of, 64–65
restraint and, 54–61
self-sabotage and, 62–70
venting and, 68–69
Anthony, Mark, 49–51, 114–15
Anthony, Mitch, 176
Appearances, 37–38
Arrogance, 129–30, 131
ARROW
profile, 2–5
restraint, 60–61
stress exercise, 90, 92
Assertiveness, 251
Assumptions, challenging, 46–47


Attitude
aging and, 91, 94
-behavior-control, 59
of gratitude, 122–23
optimism, 100, 103–4
sales ability and, 101–3
Augsberger, David, 67, 240, 241
Awareness, x, 1–9, 245
ARROW profile, 2–5
body language and, 147
developing emotional radar,
154–63
empathy and, 7–8
goals and, 2–5
identifying stress, 90, 92
negotiation and, 232–33
personal, 5
personality adjustments and, 23
pushiness and, 209
rapport, building, 8
resilience, 6–7
restraint, 5–6
of self, 250
stress and, 63–64, 91

B
Babyak, Michael, 86
Bazerman, Max, 231, 239
Bellin, Andy, 154
Berra, Yogi, 231
Billings, Josh, 164
Bitterness, 111–12
Blame, 80–81, 82
Body language, 7, 145–53, 220
Borg, Bjorn, 218
Borysenko, Joan, 90
Bourne, Randolph S., 202
Boyenga, M.V., 10
Brain physiology, 55–58, 76, 145
Brennan, Peter, 101–3
Brooks, Bobby, 122–23
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