chapter
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How to Handle Troublesome Questions and Statements

SEVENTEENFACTORSTOCONSIDERWHENFACED WITHDIFFICULTQUESTIONS/STATEMENTS

Problematicquestions/statementsvoicedbyclientsareoften characterizedandmotivatedbyoneormoreofthefollowingfactors:

1.Lowfrustrationtolerance(LFT}-Appealingforaneasier, surer,safermethodofchangeisatip-offoftheholder's exaggeratedviewofthedifficultythatisrequiredtoachieve agivenresult.Thestrongertheappeal,thelowerthefrustrationtoleranceandthehighertheanguish.Pronouncements suchas"it'stoomuchtobear,""it'stoorisky,"and"it'stoo muchtotackleallatonce"reflectresistancetochangebased onLFT.