I acknowledge the emotions and do not dismiss them . It helps to have a Masters Degree in Social Work .

You provide your best advice and then the final decisions are up to the client. Poor decisions are not uncommon in real estate transactions.

That is a good question Richie. I treat property as product. I often get comments like I love or hate this property you are dealing with from my family. It is a job I love and I try the best I can to not let emotions cloud my work.

Interesting question ... we have a client (rental owner) who has indicated that she does not want to do business with us anymore because we only provide her with depressing feedback.

I have shown her apt to a few people and all of them point out that the apt is outdated. A few have indicated things they would like permission to change. She believes that her fixtures are beautiful and indicates that they are pricey; they were imported from the UK.  

Just for laughs, this client insists on being present during the showings and during the last showing the prospect indicated some concern about her dog, who stays in a kennel in a corner of the frontyard (the client lives upstairs), so I tried to explain to the prospect that the dog is near harmless, etc., the client blurts out: "It [is] quiet, but it has teeth."  :)

Back to the question, I do not want to depress her, but I feel that it is necessary to provide her with the feedback received. 

P.D., as they say.  Professional distance.  Let them be emotional, but I try to steer clear.  A hard lesson to learn, but P.D. is my preferred method of choice.

#1, You listen.

#2. You hear what the other seems unable to hear

#3. Identify the common ground or portal of access

#4. Validate across the table

#5. Sometimes they must be left to create their own calamity

#6. Attorney's charge $250 an hour. Shall we start over at #1?

I put the focus on getting buyer clients to tell me what works or does not work with certain properties.  That sort of removed the value sting.

Everyone has their own motivations, I can only handle myself.

I'm very emotional, but I learned to separate myself from business. My emotions are not relevant, unless they are happy and positive, those I love to express. 

I acknowledge as well --- and try not to agree or disagree when emotions are high. A great acknowledging phrase is "I hear you..."...it confirm you are listening but does not provide agreement or disagreement.  In the end whether emotionally driven or entirely fact based - or a likely combination of the two, the decision is the buyers and/or sellers.

I stuff them down, if they are mine. If they are theirs, I try to understand and move them forward if that's the right thing. 

Listening is huge..people who say...and there are those..."take the emotion out of it"....don't live in real estate reality.

I am most comfortable when my clients  express them selves  it is the cold silent ones that scare the crap out of me. 

Listen, listen, listen!!!

Sometimes I handle them better than other times.....

I just keep the client's best interest in mind. Thought, emotion then effort/action. The emotion displayed gives one an idea of what they were thinking and an ilk of the flavor of the acdtion/effort about to come.

Richie,

With a great deal of equanimity.  Real Estate can be an emotional roller coaster, and one should do their best at explaining the process.  The key is not to get involved in the emotion and stoking the fires.  A

Objectivity.  I'm merely the messenger.  I am not the decison maker.  Buy or don't buy.  Sell or don't sell.   Work with me or not.   As long as communication flows...

Richie Alan Naggar Keep the emotions out of business.  If need be remind the "offender" just who the "alpha" is.  SNARL!!!! 

I try to leave it at the door -and move on

I handle each situation and each reaction with care and with a calm hand.  

I realize that we are all different, but different is not a bad thing, it's just different.

 Good Wednesday morning Richie. We do our best to keep everything as unemotional as possible when we do our walk-through with the clients. I think this helps the buyer as well as the real estate agent.

Richie, I think just taking a deep breath now and then can make a big difference.  

I do my job as best I can and try to remain calm and collected. When tempers fly so do deals go out the window.

I do not try handle others.  I try maintain myself and not always an easy program.  Figure if I have myself under control what someone else does is water off my back.  Mark

Keep calm and carry on, as the saying goes.

I smile and celebrate with them, get indignant with them, cry with them and treat them like I would want to be treated.

Sometimes with kid gloves and other times with an iron fist