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THE CHALLENGERS POCKETBOOK

Drawings by Phil Hailstone “All the challengers I have met with are in here - and so are articulate, well-practised and pragmatic replies.” Peter Thomas, Manager, UKBS Career Development and Training “I loved the book. It shows such a great variety of ways to deal with challengers that everyone will find approaches which will fit their style.” Dr. Martin Gillo, Director, Human Resources, Europe, Advanced Micro Devices Many thanks to ‘Master Trainer’ Charles Brulhart for his invaluable help in preparing this Pocketbook. Thanks also to Viviane Jacot for helping us clarify our thoughts | THE CHALLENGERS POCKETBOOK By John Townsend Drawings by Phil Hailstone All the challengers I have met with are in here - and so are articulate well-practised and pragmatic replies. Peter Thomas Manager UKBS Career Development and Training I loved the book. It shows such a great variety of ways to deal with challengers that everyone will find approaches which will fit their style. Dr. Martin Gillo Director Human Resources Europe Advanced Micro Devices Many thanks to Master Trainer Charles Brulhart for his invaluable help in preparing this Pocketbook. Thanks also to Viviane Jacot for helping us clarify our thoughts. CONTENTS DIFFICULT SITUATIONS 3 Four mini case studies NO SUCH THING AS A 9 DIFFICULT PARTICIPANT The helicopter parable oh yes there is why techniques and tactics follow the fear self-fulfilling prophecies is it me is it the course THE CHALLENGERS 19 Aggressive defensive dinosaur doodler eager beaver exhibitionist expert griper hi-jacker joker mutineers referee pedant rivals show-off shy violet silent cynic slowcoach smoker Speedy Gonzalez starmaker trapper troublemaker whisperer woolly thinker yawner sleeper TECHNIQUES AND TACTICS 69 Action reply agree disagree deflect blockbusting building confrontation naming non-verbal psychological judo receipt reflect deflect refocus reframing self-revelation 3rd person persuasion you and .