negative, expressing, 73, 78–82
negotiation and, 234
positive intent and, 126–34
taking responsibility for, 248
viral spiral of, 71–77
Empathy, 7–8, 152, 195–201, 250
client values and, 194
conflict resolution and, 221–22
empathy rubic, 183
negotiation and, 238–39
sales presentations and, 189
self-assessment, 180–82
Energy, 16, 30
Enterpriser personality, 13, 16, 19, 156,
159–60
areas of improvement, 26,
27–28
challenges, 26, 27
conflict and, 222, 225–26,
228–29
critical selling adjustments,
168–70
negotiation and, 234–35
resiliency and, 142
strengths, 25–27
Excellence, desire for, 121–22
Expectations, 101–3, 227
FFacial language, 145–53
Failure, 41, 108–9, 136–37
Fear, 135–37
Feedback, 79
Feelings, 13
Flexibility, 30
Fortgang, Laura Berman, 79
Foster, Larry, 34–39, 47
Frankl, Victor, 178
Franklin, Benjamin, 62, 219
Friendships, building, 123–24
Friesen, Wallace, 150
GGardner, Howard, 243
Gillette, Paul, 231–32
Goals, 124–25
Goleman, Daniel, ix, 55, 57, 58, 71, 74,
85, 126, 128, 243
Gratitude, 122–23
Group dynamics, 251
Growth, desire for, 122
Gurney, Kathleen, 179H
Habits, 242–51
Halperin, Stephen, 198
Halsey, William F., 212
HALT, 59
Handbook of Mental Control, The
(Zillman), 65
Harvard Medical School study, 91
Health, stress management and, 86
Helping People in Crisis and Stress
(Wright), 83
Hendricks, Gay, 208
Hiring process, 37–38
Holmes, Oliver Wendell, 116
Holtz, Lou, 70
Honesty, 208–9, 213–14
Huizenga, Wayne, 240
Humiliation, fear of, 137
Humility, 217–19
Humor, 41–42, 94–95, 216–17I
If Life Is a Game, These Are the Rules
(Scott), 109
Impulsiveness, 31, 55
Insight, 250
Intangibles, 34, 37, 39
Intentionality, 127, 128, 130, 133
Interview process, 35
Introspection, 5, 49, 82
Intuition, 146J–K
Jackson, Phil, 1
Jaffe, Azriela, 136
James, William, 238
Jandt, Fred, 231–32
Jankowski, Mark, 231, 234
Johnson, Edith, 22
King, Frank, 185
Kinnick, Niles, 208
Koppen, Angie, 42258 Index