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How To Deal With Client Like Reptiles


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Your Customer or Client act like a reptile, find here some backgrounds and solution how to deal with them

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How To Deal With Client Like Reptiles

  1. 1. How to deal with Client-Reptiles Presented to: By: Harald Erdmann
  2. 2. How to deal with Client-Reptiles <ul><li>How to deal with clients, bosses, and colleagues who act like reptiles </li></ul><ul><li>Are you frustrated because you can’t get the cooperation you need you’re your clients and or management? Are you angry because your colleagues don’t understand the importance of what they are doing and act irrationally? </li></ul><ul><li>Do your clients get angry and attack you about trivial issues? </li></ul><ul><li>Do the people you work with behave like brainless creatures acting on impulse rather than logic? </li></ul><ul><li>There may be a simple explanation for this behaviour. You may be working with reptiles, both literally and figuratively. No, I don’t mean you work with snakes in the grass. Your colleague’s reptilian brain may be controlling their behaviour. </li></ul>
  3. 3. How to deal with Client-Reptiles <ul><li>Why people act like reptiles  </li></ul><ul><li>According to the triune brain theory developed by Dr. Paul MacLean, you have three brains, not just one. This theory may help you explain some of your behaviour, your colleague’s behaviour, and the behaviour of people you encounter (which is in my example your Client). </li></ul><ul><li>The brain stem is the reptilian brain. It is a relic of our prehistoric past. The reptilian brain acts on stimulus and response . It is useful for quick decisions without thinking . </li></ul><ul><li>The reptilian brain focuses on survival, and takes over when you are in danger and you don’t have time to think. </li></ul><ul><li>In a world of survival of the fittest, the reptilian brain is concerned with getting food and keeping you from becoming food. The reptilian brain is fear driven, and takes over when you feel threatened or endangered. </li></ul>
  4. 4. <ul><li>Just try to take your clients view (look with their eyes) maybe they are pushed by their bosses or Business drivers or maybe driven by the global organization. </li></ul><ul><li>A second part of the brain is the limbic stem or mammalian brain. The limbic stem is the root of emotions and feelings. It affects moods and bodily functions. </li></ul><ul><li>The neocortex is the most evolutionary advanced part of your brain. It governs your ability to speak, think, and solve problems. The neocortex affects your creativity and your ability to learn. The neocortex makes up about 80 percent of the brain. </li></ul><ul><li>In the Industrial Age, the reptilian brain was honoured and needed. Companies expected assembly line workers to take orders and work without thinking. Industrial Age management performed the functions of the neocortex. Management did the thinking and workers did what management told them to do. </li></ul><ul><li>In the Information Age, this arrangement no longer works. (But as you know from some Meetings they are still alive  ) Today, workers must think, make decisions, and use their creativity. In the Information Age, reptilian behaviour is a disadvantage and a hindrance. Yet, reptilian behaviour still exists. </li></ul>
  5. 5. How to deal with Client-Reptiles <ul><li>Up-shifting and down-shifting </li></ul><ul><li>According to the triune brain theory: </li></ul><ul><li>People (should be able) up shift and downshift to use different parts of their brain; depending upon their situation. When you up shift you use your neocortex. A safe environment is necessary for up shifting. Consequently, creativity, learning, and thinking happen when you feel safe, secure, and protected. Praise and security promote up shifting. </li></ul><ul><li>Conversely, you downshift when your reptilian brain takes over. People become reptilian when they are afraid and concerned with survival. Criticism and fear promote downshifting. </li></ul><ul><li>Learning principle: A person or an organization can’t evolve if it is primarily concerned with survival. </li></ul>
  6. 6. How to deal with Client-Reptiles <ul><li>What you can do about the reptiles in your life </li></ul><ul><li>Besides physical survival, we must overcome two basic fears in the workplace: (1) fear of embarrassment, and (2) fear of failure. If people are afraid they will be embarrassed or treated as failures, they will not take risks. </li></ul><ul><li>A prime task of management is to create a work environment where people are not afraid of embarrassment or failure. </li></ul><ul><li>How can you use this theory? </li></ul><ul><li>If your clients, colleagues, staff, or upper management are acting like reptiles, their behaviour may be fear and survival based. The reptilian brain governs fear-based action. You improve working relationships by reducing their fear, and by improving their perceived odds for survival. I emphasize the word &quot;perceived.&quot; Fear is often irrational. Although you may not consider a situation threatening, the people you work with may perceive a threat. Their reptilian brains take over, and fight or flight become their only perceived options. </li></ul><ul><li>@Perception: individually view of a piece of the reality and this build up an own image. These people are subjective driven and mostly far away from the reality  you as Manager have to bring to their attention only the operationally hard facts </li></ul>
  7. 7. How to deal with Client-Reptiles <ul><li>How do you deal with people governed by their reptilian brain? (No, a lobotomy is not the answer.) These tips will help: </li></ul><ul><li>Show them they are safe and assure them they will survive </li></ul><ul><li>Actively listen by reflecting back both the content and the feelings they are expressing </li></ul><ul><li>Let them vent and get their feelings out </li></ul><ul><li>Do NEVER counterattack. Responding in kind only escalates the situation </li></ul><ul><li>Take the attack as a gift </li></ul><ul><li>The best approach, though, is to be proactive and create a safe environment where we have not stimulated the reptilian brain. </li></ul><ul><li>Don’t cuss those brainless reptiles you call bosses, clients, and colleagues. They are using their brains . . . the wrong part of their brains. </li></ul><ul><li>Help stamp out irrationality in the workplace by creating the conditions where your visitors feel comfortable using the higher part of their brains. </li></ul><ul><li>If you try to use my tips during a Client Visit or within a conference Call you will be back to excellence in your workplace.  </li></ul><ul><li>Hopefully I offered to you to achieve and maintain your personal excellence.  To learn more about your personal skills, click here: Tools for Workplace and Personal Excellence . Terry Bragg is one of main drivers of operational excellence. </li></ul><ul><li>To highlight </li></ul><ul><li>“ It is not the strongest of the species who survive, nor the most intelligent but the ones most responsive to change.” </li></ul><ul><li>Charles Darwin </li></ul>