HANDOUT - DEALING WITH A DIFFICULT CLIENT

The BOOMERANG AWARENESS QUIZ Below are a number of statements. Choose your response depending on how much you believe each statement describes you. There are no right or wrong answers Statement 1. When dealing with people, I know how to get the result I want 2. I am interested in increasing my self awareness 3. l get surprised when people tell me what they think of me 4. There are too many difficult people where I work 5. I can control my own behavior well 6. I can behave professionally even when I feel bad 7. I look forward to my performance Appraisals and other reviews of my work 8. I really dont like completing quizzes (like this one) 9. I get angry or upset often and I dont know why 10. l can list my strengths and weaknesses easily 11. I am not much good at dealing with difficult people 12. I believe trying to know yourself better is a waste of time 13. I actively seek out opportunities to learn and develop as a person 14. I find I react negatively to a lot of people around me 15. If someone is in a bad mood, I find it difficult to turn them around 16. I frequently ask for feedback from others I work with 17. I find most people I work with are quite reasonable 18. I find it a real challenge to influence the people around me 19. I like myself and feel confident 20. I feel comfortable changing my Strongly agree Agree 3 3 0 0 3 3 3 0 0 3 0 0 3 0 0 3 3 0 3 3 2 2 1 1 2 2 2 1 1 2 1 1 2 1 1 2 2 1 2 2 Disagree 1 1 2 2 1 1 1 2 2 1 2 2 1 2 2 1 1 2 1 1 Strongly disagree 0S 0 3 3 0 0 0 3 3 0 3 3 0 3 3 0 0 3 0 0

behavior depending on the situation SCORING AND INTERPRETATION OF INSTRUCTIONS In the empty boxes below, write the number you circled for each statement in the BOOMERANG Awareness Quiz. Then add up the number of points for each of the two columns. This will give you your two scores. Statement 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 TOTAL Score A XXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Score B XXXX XXXX

SCORE A - HOW WELL DO I KNOW MYSELF? Score A measures your interest in developing self knowledge as well as your actual level of self awareness IF YOU SCORED BELOW 20 this indicates your level of self- knowledge is low, it may be that you have never really thought about this or required to. Research shows that those who do have an accurate picture of themselves like themselves more and have more confidence. So, spend some time trying to find out about yourself and how you come across to others. Ask for some feedback from people you work with. Find out what boomerangs you are throwing out. And listen to the answers. IF YOU SCORED 20 OR ABOVE, this indicates you are interested in understanding how you come across to others. You also have a reasonable level of self-knowledge.

You are aware of the boomerangs you send out. That is great! Build on the existing level of self-awareness by identifying situations where other people are not behaving like you would want them to. Ask yourself whether you may be contributing to the situation by your own behavior. If necessary, ask for feedback! SCORE B DO I CONSCIOUSLY CHOOSE MY BEHAVIOUR? The real strength of the Reciprocity Urge is that you can use it to influence the behavior of others. If you want customers or team Members or staff to listen or be cooperative or show flexibility, you have to demonstrate these behaviors first. The boomerangs you throw out are the ones you get back. So being able to choose your behavior, to select which boomerangs you throw out, is vital to business and personal success SCORE B measures your ability to consciously choose your behavior so that you can positively influence the behaviors of others. IF YOU SCORED BELOW 20, this suggests that you do not consciously choose your behavior. You tend to react to situations and people automatically, rather than in a planned and deliberate way. This may work in some case, there may be times when you will get a better result not reacting automatically. Try and identify situations where you can think before you act. A typical example might be dealing with an angry client or customer. You may tend to get angry back. You will need to practice pausing, thinking about your options, and carefully choosing your response. Experiment with throwing out some positive boomerangs, even when you dont feel like it. And wait to see what happens! IF YOU SCORED 20 AND ABOVE this indicates that you do have some level of control over your behavior. You are able to evaluate situations and consciously choose how you will react to them. This maximizes the chances of getting the outcomes you want. Keep up the good work and seek out opportunities to share this knowledge with others. Maybe you can mentor some people you work with to help them understand this fundamental skill in dealing with people. SPREAD THE WORD!

BEHAVIOUR CHANGE Planning Sheet Having discussed and thought about the positive and negative boomerangs that you may be throwing out, now spend some time identifying what specific behaviours you should o more of and less of. Write them below. This is your Personal Behaviour Change Planning Sheet. BEHAVIOURS I WILL DO MORE OF BEHAVIOURS I WILL DO LESS OF