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Before you search elsewhere, take advantage of the research we've already done for you. Formerly known as Field Guides, References tabs contain links to external articles, titles from the NAR Library eBooks collection, websites, statistics, and other material to provide a comprehensive overview of perspectives on each topic. EBSCO articles (E) are available only to NAR members and require a password.
Ten Tips for Dealing With Difficult People
- Maintain self-control
- Ask non-threatening questions
- Listen to the customer's reason for being difficult
- Acknowledge the problem
- Don't argue
- Offer to rectify the situation
- Continue to act professionally
- Analyze what caused the client's behavior
- Set limits on what you will tolerate
Managing Client Expectations
How to Manage Your Real Estate Clients’ Expectations, (Global Real Estate Licence, Mar. 14, 2017).
5 Big Communication Blunders to Stop Making, (REALTOR® Magazine, Dec. 19, 2016).
How To Set Expectations With Clients, (REALTOR® Magazine, Jan. 2016).
Managing Expectations Like a Pro, (James Archer, June 2015).
5 Questions Every Agent Should Ask a New Real Estate Client, (Placester, Dec. 18, 2012).
Handling Difficult Customers
7 Perfect Replies to (Politely) Shut Down Negative People, (The Muse, 2017).
Brokerage Reminder: Agents beware – 5 signs of a difficult client, (FirstTuesday Journal, May 20, 2015).
Listening v Hearing: How to Diffuse Angry Customers, (Business 2 Community, Sept. 16, 2014).
Why You Need a 'Calmer' at Home Inspections, (REALTOR® Magazine, March 2014).
Help Emotional Clients Keep Their Cool, (REALTOR® Magazine, Sept. 2008).
10 New Strategies for Stress Management, (Psychology Today, Jan. 19, 2017).
Coping with Stress at Work, (American Psychological Association, 2016).
Stress Management - Ways to Relieve Stress, (WebMD, Nov. 14, 2014).
13 Foods That Fight Stress, (Prevention Magazine, May 22, 2014).
15 Stress Management Techniques That Work Well … and Fast, (Be Brain Fit, n.d.).
How to Fire Your Difficult Customers
How to Fire Your Agent or Client, (The Balance, Feb. 28, 2017).
When is it OK to Let a Real Estate Client Go?, (Follow Up Boss, Mar. 28, 2016).
How to fire a client, (ActiveRain, Aug. 3, 2009).
How to Fire a Monster Client: The Steps, (Michael Hyatt, n.d.).
3 Painless Scripts to Free Yourself of Problem Clients, (Nick Reese, n.d.).
Code of Ethics and Arbitration Manual — National Association of REALTORS®.
Safety - Helping NAR members understand the risks they face through knowledge, awareness, and empowerment.
HelpGuide — A trusted non-profit guide to mental health and well-being.
The American Institute of Stress — The mission of AIS is to improve the health of the community and the world by setting the standard of excellence of stress management in education, research, clinical care and the workplace.
MindTools — Learn the leadership, management and personal effectiveness skills you need for a happy, successful career.
Active Rain — ActiveRain is a community of real estate professionals who exchange ideas to grow their business. It provides a way for agents and other real estate industry contributors to connect, share, and learn.
eBooks & Other Resources
The following eBooks and digital audiobooks are available to NAR members:
151 Quick Ideas to Deal with Difficult People (Kindle, Adobe eReader)
The complete idiot's guide to coping with difficult people (Kindle, Adobe eReader)
Coping With Difficult People In Business and In Life (OverDrive WMA Audiobook)
De-Escalate: How to Calm an Angry Person in 90 Seconds or Less (OverDrive WMA Audiobook)
Make Difficult People Disappear, (Kindle, Adobe eReader)
Perfect phrases for dealing with difficult people (Adobe eReader)
Working with difficult people (Kindle, Adobe eReader)
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