Author: Anders Christian Hjort
At Huthwaite International we say “Power is in the Head” when negotiating or handling complainers in service calls.
Huthwaite research into effective verbal behaviours uncover that you should try to restore the power balance if its off, and turn the conversation into a win/win conversation establishing common ground. Win/loose loose/win environment where the power balance is skewed to either sides is not the best path to follow trying to build long term valuable relationships and loyalty.
Some effective behaviours that help do this is to diffuse emotion, don’t abuse power, show empathy, ask questions instead, give feelings.
Skilled negotiators and outstanding service people use these behaviours more often than their average performing peers.
This goes well with the insights from this new piece of brain research.
When Power Goes To Your Head, It May Shut Out Your Heart
by CHRIS BENDEREV
August 10, 2013 7:41 AM
Even the smallest dose of power can change a person. You’ve probably seen it. Someone gets a promotion or a bit of fame and then, suddenly, they’re a little less friendly to the people beneath them.
So here’s a question that may seem too simple: Why?
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Anders credentials you will find here on Huthwaite Internationals website and on LinkedIN you will find recommendations and endorsements from clients, colleagues and friends during his career: