Course curriculum

  • 1

    Overview

    • Disclaimer

    • Table of Contents Working With Problem Customers

    • The 8 Steps to Success in Residential Construction

    • A Note on Working with Problem Customers

  • 2

    Problem Solving and Conflict Resolution

    • Intro to Problem Solving

    • Intro to Conflict Resolution

    • Problem Solving First

    • Using DISC

    • Using EQ

    • For the Greater Good

  • 3

    7 Steps to Problem Solving

    • Frustration and emotions

    • Identify the Issues

    • Understand Everyone Interest

    • List the Possible Solutions

    • List the Pros and Cons of Each

    • Select an Option

    • Write It Down and Reevaluate

  • 4

    9 Steps to Conflict Resolution

    • Setting Policies

    • Clarifying Expectations

    • Who Makes to Final Call

    • Using Your EQ

    • Not Getting There in the First Place

    • Clarify the Disagreement

    • Establish the Common Goal

    • Discuss Ways to Mee the Common Goal

    • Agree and Assign Roles for the Solution

    • When to walk away