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

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