Handling Resistance Pocketbook
Resistance, with its unproductive cycle of challenge and conflict, frequently stifles new ideas and holds back change. The Handling Resistance Pocketbook looks at the reasons why people resist, how you can identify the level of their resistance and, vitally, the tactics you can adopt to handle the resistance in a positive, respectful and productive way. To engage positively with resistance and manage it effectively you must first understand it. Author Dr Mike Clayton's innovative 'onion model' gives readers a clear and succinct insight into the different layers of resistance and for each 'layer' he suggests practical steps for tackling the issues. For the trainer there are tips on handling resistance to learning, for the salesperson there is advice on overcoming objections to sales pitches and for the team leader there are strategies for implementing change and gaining acceptance of new ideas.
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Resistance is inevitable the onion
QUESTIONING LISTENING 51
Questions answers question funnel
OBJECTIONS TO SALES
steps seven top tips
Weve been here before the drama
agree Aikido answer APPROACHES TO CONFLICT argument basic Onion Model behaviour believe better body language build rapport Challenge change management Clarify closed question colleague context convince credibility de-escalate dealing with resistance decision deeper disrespectful emotional empathy EMPTYING THE HOPPER engage positively evidence EXAMINE PROGRESS example explore fear feel fight or flight focus FOUR PERSUADERS give golden rule important integrity layer is driven Leading questions lemming level of resistance logic look multiple choice NEED TO CHANGE objection open question Organise your ideas outcome Paula persecutor personal power Peter positioning statement positive intention PROBING QUESTIONS problem proposal PSYCHOLOGICAL RESISTANCE reasons recognise REFRAMING THE MEANING RESISTANCE IS INEVITABLE RESOLVING CONFLICT respect response role RULES FOR HANDLING SCOPE process SCOPE THE RESISTANCE SILVER RULES Sometimes SPEAK THEIR LANGUAGE specific STAY IN HARMONY step stop switch techniques things victim wrong