Christine Groves is a broker with Coldwell Banker Residential Brokerage in Wheaton.

Every week, we ask a real estate professional for their Short List, a collection of tips and recommendations on an essential topic in real estate. This week, we talked with Christine Groves, a broker with Coldwell Banker Residential Brokerage in Wheaton, on how agents can manage challenging personalities in real estate.

Any successful agent will tell you that real estate is the business of people first, transactions second. As agents, we deal with all personality types, and some can be quite challenging. The reward is when you can turn that challenge into a satisfying result.

Here are some key points to remember:

5. Be Flexible – Handling different personalities is what makes our job interesting and challenging. We are in the business of customer service, which means adapting to each person’s needs toward a positive outcome. No two people or situations are the same, so you have to remain flexible and open to diverse attitudes. Our ability to adapt to what is needed makes us successful. Embrace differences instead of resisting them.

4. Be A Good Listener – In order to adapt to each personality, it is important to listen to the person’s perspective. The better listener you are will provide you the ability to respond appropriately in the person’s best interest. When people know you are truly listening to them, they will respond more cooperatively. Whether you disagree with someone or not, you have to validate their perspective by truly understanding their message.

3. Be Empathetic – Everyone has different experiences, priorities and preferences. Whether they need your help or you need theirs, you have to communicate with a high level of understanding. Pay attention to others’ intentions. Put yourself in their position with their stressors.

2. Be Positive – It is quite true that what you put out there comes back to you. Positive energy is contagious. You may not be able to convert everyone, but your positive attitude will always improve a situation and, at the very least, allow you to maintain your composure.

1. Set Boundaries – Despite your best efforts, if a person exhibits inappropriate behavior, you must set limits. Depending on the infraction, people generally adjust their behavior when constructively addressed. Simply explain what you will and will not tolerate from that point forward to get back on track. Your time and expertise are a valuable commodity, so only do business with those that are professional and respectful.

Christine Groves is a broker with Coldwell Banker Residential Brokerage in Wheaton. A Coldwell Banker TEAMblue Media Spokesperson for the Western Region, Christine closed more than $4.3 million in sales in 2013, and is a New Agent Teambuilding Mentor and a short sale foreclosure resource.