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BA 234- Business Communications

February 28, 2011

+Overview for Today

Develop results-oriented communication skills for working effectively with different people

Define your behavioral preferences

Develop skills to held you identify different styles

Reflect on the different expectations

Adapt the way you work with others

+Questions

What challenges do you face:

-Communicating with others?

-Building productive relationships at work?

What impact do these challenges have on your work and business results?

Select one or two relationships you would like to work on during the workshop.

Three adjectives that describe you

Get prepared to share your answers with the class

Please answer the following questions individually

+Personal Behavioral Style

The next page shows 10 groups with 4 descriptive terms each.

For each group, decide which term is most applicable to you(4 points) and which is least applicable (1 point). Then decide which word is the next most applicable (3 points) and the next least applicable (2 points).

Please note down the points in the column marked .

The faster you decide the better. Please answer honestly and don’t try to give a “desirable” answer.

How is the questionnaire to be completed? 5 minutes

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A

B

C

D

Total: 100

Risk-taker

Good listener

Precise Generous

Consistent

Motivating Target-oriented

Critical

Assertive

Conscientious

Gregarious

Trusting

Charming

Reliable

Independent Self-disciplined

Convincing

Self-confident

Supportive Analytical

Forceful

Retiring Impulsive

Loyal

Controlled

Harmonious

Dedicated

Decisive

Direct

Accurate

Team-player Sociable

Patient

Diplomatic Enthusiastic

Target-oriented

Demanding

Optimistic Considerate

Trusting

Personal Behavioral Style

+Premises of the Model

We are creatures of habit.

We make judgments about other people.

Perception is everything.

+Definition: Assertiveness

The way in which a person is perceived as attempting to influence the thoughts and

actions of others

+Definition: Responsiveness

The way in which a person is perceived as expressing feelings when relating to

others

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Please add your results to the matrix

A = Processor

B = Pusher

C = Player

D = Pleaser

Task

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People perceive their environment in different ways and tend to respond to it in similarly different ways. Consequently, there are four different behavioral styles: Processor, Pusher, Player and Pleaser.

Task-oriented

People-oriented

Highly assertive/Not very assertive/

Pleaser Player

PusherProcessor

Personal Behavioral Style

The 4P Model

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Strengths Concentrates on important details Makes decisions in a very structured

wayand is more objective than the others

Follows procedures and standards Is very diplomatic Tends towards critical thought and asks

questions Works under controlled conditions

Weaknesses

Gets lost in details Doesn’t like handing in work or delegating Follows rules/standards too rigidly Tries to avoid mistakes and hesitant in

making decisions Unwilling to try anything new Quick to take criticism personally Cautious in thought and tends towards

pessimism

Needs

Precise tasks/ job description Precisely defined performance targets Enough time to complete tasks Time for careful planning Detailed, high-quality work

Requires confirmation and security guarantees Opportunity for constructive criticism Specific feedback in relation to the services

rendered Tolerance in tense situations/ conflicts

Characteristics of Behavioural StylesThe Processor

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Strengths

Takes the lead Sets things moving Concentrates on immediate results Makes decisions quickly Accepts challenges Questions the status quo Very solutions-oriented

Weaknesses

Insensitive to the feelings of others Overlooks risks and warning signals Ignores important details Causes tension in teams Takes on too many tasks at once Demands too much of others Is over-controlling of others

Needs

A strong, extremely influential position New, different tasks Difficult tasks Works independently Direct answers, fewer discussions

Little control or monitoring Possibility of personal success Challenges and image Occasional “warning shots across the bow” Opportunity for practical experience

Characteristics of Behavioural StylesThe Pusher

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Strengths

Very gregarious and like to entertain others Creates a motivating atmosphere Exudes optimism and enthusiasm Likes to be the center of attention Likes to work in a team Can express himself clearly Expresses his feelings to others

Weaknesses

Doesn’t think things through to their logical conclusion

Not objective in the decision-making process

Regards opportunities too optimistically Talks too much and is too impulsive Tries to do too much at once Doesn’t like to be alone

Needs

Friendly, pleasant surroundings Freedom from details work and controls The opportunity to make suggestions Public recognition of his skills To be able to advise others

Freedom to express himself A “roll your sleeves up” attitude

Characteristics of Behavioural StylesThe Player

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Strengths

Likes to stay in one location Communicative, has a calming effect on

others Concentrates on people Creates a stable environment Observes accepted procedures Develops special expertise Listens attentively and patiently

Weaknesses

Rejects changes Does not meet deadlines under pressure Too tolerant and considerate Indecisive, never makes a decision Puts things off Often suppresses his own needs

Needs

Serious recognition As little conflict as possible Fixed, defined tasks Explanation and preparation of changes Regulated, ordered procedures

Recognition for work done Knowledge that he is making an important

contribution to team success Colleagues of similar competence and candor

Characteristics of Behavioural StylesThe Pleaser

+How do I Identify the Behavioral Style?

Processor Pusher

PlayerPleaser

Low level of sensitivity/ sensibilityLittle emotion/ task-oriented

High level of sensitivity/ sensibilityLots of emotion/ people-oriented

Highly assertive/plenty of energy/ proactive/extrovert

Not very assertive/ not much energy/ reactive/ introverted

Distanced and cautious

Conscientious and disciplined

Wants explanations

Asks WHY questions

Ambitious and self-confident

Impatient and decisive

Wants to exercise control

Asks WHAT questions

Calm and patient

Friendly and cooperative

Wants personal contact

Asks HOW questions

Emotional and lively

Optimistic and erratic

Wants excitement

Asks WHO questions

+How is the Behavioral Style Perceived?

Low level of sensitivity/ sensibilityLittle emotion/ task-oriented

High level of sensitivity/ sensibilityLots of emotion/ people-oriented

Highly assertive/plenty of energy/ proactive/extrovert

Not very assertive/ not much energy/ reactive/ introverted

Processor

AccurateConscientiousSeriousPersistentWell-organizedPrudentCautious

CriticalMoralisticInflexibleAwkwardIndecisiveComplicatedSlow

+ -

Pleaser

+ -

PatientRespectfulWillingPerseveringPleasantInvolvedRelaxed

HesitantMeekDependentAccommodatingInflexibleInsecureServile

Player

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TalkativeInspiringDiscerningEnthusiasticFull of energyConvincedFriendly

“Never shuts up”Over-dramaticSuperficialUndisciplinedTheatricalManipulativeErratic

Pusher+ -DecisiveIndependentPracticalDefiniteEfficientAssertive

Strong personalityLonerHardDemandingAuthoritarianArrogantInsensitive

+Group Task

Please form homogenous groups (Processor, Pusher, Player and Pleaser).

Your task - describe the special features of your behavioral style:

Describe the strengths of your behavioral style

What are the disadvantages?

What do you need to be successful? (What are your needs?)

Design your t-shirt