The Art of Verbal Judo:

Diffusing Business Conflict Through Conversation

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Bob StewartCommunity EvangelistActiveRain

Host

Today’s Guest

Alex PopovicREALTOR®RE/MAX Omni ConsultantsPhoenix, AZ

Guest

Why Spend the Next 60 Minutes with Us?

A Little Bit About Alex

A Little Bit About Verbal

Judo

Two Types of Language

Verbal Judo Verbal Karate

Verbal Karate

Unprofessional

Expresses Personal Feelings

Self Referring: “I....” or “...me”

Not in Contact

Off Target Reactions

Verbal Judo

Verbal Judo

Use of Words to Achieve Professional

Objectives

In Contact with Your Audience:

Whoever this may be

Verbal Judo

Skillful Communication:

Focused and On Target

Verbal Judo

Triple Me Method

Verbal Judo

Keep Calm and........

MUSHIN

How to Handle Deflection

One Key to Verbal Judo

.....the Springboard

Common Deflective Phrases

“I appreciate that.....but.....”

“I hear what you are saying that.....although.....”

“I get how you feel.....have your considered.....”

“I understand that.....however.....”

Cbrokeragelisting

your serviceGFO

Gain Favorable Outcome

A I U

Calming People Down

Em

“see through”

Pathy

“the eyes of others”

Tactical Empathy

X Y

M

Paraphrasing

“You’re ______ because of _______?

True?”

Sword of Interruption

“Let me see if I understand you then.....”

Effectively Presenting Options

Recap

Questions?