At some point in their careers, real estate sales associates will have to deal with a cranky client. They should understand that clients tend to get angry when they are worried about the transaction.
Associates should listen carefully to the client's concerns and use a pattern interrupt, asking the client to pause while they write down what he or she is saying. Neurolinguistic programming experts say the anger will recede as they calmly read back what has been said.
Associates also should avoid apologizing because doing so actually can escalate the situation. Instead, they should take a proactive approach, and asking what can be done to fix the problem -- a strategy that can calm the situation and make the client feel better about working with the associate.