Handling for Squad Leads : Supporting Gurus During Difficult Interactions - Personality Styles
Using Personality Styles During tough interactions
A little awareness of personality styles can go a long way when it comes to taking the steam out of a difficult interaction. It helps us connect with the merchant on a human level and allows us to communicate in a way which is relatable.
Guiding the Guru
Many Gurus run into trouble during an interaction because it’s become heated or unproductive. Helping a Guru flex to the personality of the merchant can be helpful, and to do this you also need to be aware of how the Guru’s own personality is affecting their reactions and you do this through a 2-step process:
Personalities and how they react to stress
One you have a sense of the personalities involved it can be helpful to recap how the personality types react to stress
