Developed by Training & Organizational Development©2009 HDR, Inc

Communication Styles Communication Styles PNCWA WorkshopPNCWA Workshop

April 15, 2009April 15, 2009

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Welcome to . . .

Workshop Goal:Workshop Goal:

To strengthen your interpersonal communication through the application of the social style concepts

Workshop ObjectivesWorkshop Objectives

Recognize the four primary social styles and the behaviors that characterize each style.

Determine another person’s style by observing behaviors.

Workshop Objective (Cont)Workshop Objective (Cont)

Learn and apply strategies to adapt your behavior to work more effectively with others.

Identify the behavior pattern for each style under stress.

1 2 3 4? ASSERTIVENESS

RESPONSIVENESS

Observable Behavior is two dimensional….

Ask VS Tell

Task

ASSERTIVENESS

RESPONSIVENESS

People

AssertivenessAssertiveness

The way in which a person is The way in which a person is perceived as attempting to perceived as attempting to ““influenceinfluence”” the thoughts and actions the thoughts and actions of others.of others.

Ask Assertive Tell Assertive

Your preferred method of influencing others

Assertiveness

Decides slowerSpeaks slowerInterrupts seldomAddresses problems slowerLess risk-oriented

Decides quicklySpeaks more rapidlyInterrupts frequentlyAddresses problems fasterHigh risk-oriented

Slower……… ………Faster

Less……… ………MoreQuieter……… ………Louder

Relaxed……… ………Directive

Indirect……… ………DirectLean Back…… ……Lean Forward

Ask Assertive Tell Assertive

Verbal Behaviors

Non-verbal Behaviors

Pace of Speech

Quantity of Speech

Volume of Speech

Use of Hands

Body Posture

Eye Contact

Assertiveness

1 2 3 4? ASSERTIVENESS

RESPONSIVENESS

Observable Behavior is two dimensional….

Ask VS Tell

Task

ASSERTIVENESS

RESPONSIVENESS

People

ResponsivenessResponsiveness

The way in which a person is The way in which a person is perceived as perceived as ““expressingexpressing”” feelings in feelings in communicating with others. communicating with others.

Responsiveness

Are they difficult or easy to read?

Responsiveness

What’s the content of their conversation?

Responsiveness

“Task Directed”Talk about tasks, factsSeldom use of gesturesTend not to expose, discuss feelingsFew facial expressions

“People Directed”Talks about feelingsFrequent use of gesturesEasily exposes feelingsVariety of facial expressions

Responsiveness

EmotionIn

Voice

More Task

More People

Responsiveness

SubjectsIn

Discussion

Sourceof

Discussion

Less/Monotone

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. More/Vocal

Variation

Task

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People

Facts/Data

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Opinions/Stories

VERBALBEHAVIORS

Gestures

More Task

More People

Responsiveness

BodyMovement

FacialExpressions

Less/Fewer

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.

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Many/More

Stiff/Rigid

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Fewer/Controlled

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Casual/Flowing

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More/Animated

NON-VERBAL

BEHAVIORS

Task

People

Ask Tell

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ASSERTIVENESS

RESPONSIVENESS

Task

People

Ask Tell

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ANALYTICAL DRIVER

AMIABLE EXPRESSIVE

ASSERTIVENESS

RESPONSIVENESS

People

Ask

Task

Tell

Fact & logicDo not commit quicklyavoid risk, slower pacedQuiet, reservedShows little emotion

Energetic, enthusiasticTalkative, risk takersCompetitive, fast pacedLike recognition

Communicate trust, confidencewillingly coachesSupportive, easy to work withRecognize others contributions

Takes charge,dominantMakes quick decisionsLikes challenges, risksAction and goal orientedhighly motivated

Social Style DistributionSocial Style DistributionFor Overall PopulationFor Overall Population

Analytical Driver

Amiable Expressive

26 %

30 %22 %

22 %

Your style is based on Your style is based on other peopleother people’’s perceptions s perceptions of youof you---- regardless of how regardless of how

much or little those much or little those perceptions match your perceptions match your

own self own self -- image.image.

Perceptions Matter

Style Style ““FactsFacts””

•Every human has a preferred style•75% will be different from yours•Inflexibility causes problems, not Incompatibility

•Versatility is critical to success

““Discussion on Defining Discussion on Defining Your Style Your Style ””

4 copies of Social Styles Handout

•Copy to Supervisor•Copy to Peer •Copy to someone you supervise

Information Gathering

Decision Making

Project Management

How does style affect an

individual’s approach to these

activities?

Versatility is…

Defined as…A short term adaptation or “flex” of your style to meet the expectations of another person.

Versatile Response to OthersVersatile Response to OthersObserve Behavior

Draw Conclusions based upon our own

Style

Highly Versatile Response

ACT ACT ACT ACT

You have the

freedom to choose.

Four Steps to Four Steps to ““FlexingFlexing””

(4) Evaluate (3) Implement your plan

(2) Plan behaviors (1) Identify style (verbal and nonverbal)

Versatility FactsVersatility Facts• Versatility is situational.• Being versatile is a choice.• All of us can improve our

versatility.• High versatility will benefit

you professionally and personally.

Style and StressStyle and Stress

Stress causes relationship tension which leads to “back-up” behavior.

High versatility helps minimize relationship tension to reduce back-up behavior

BackBack--up Behaviorup Behavior• Not a conscious choice• Inflexible• Non-negotiable

Task

People

Ask Tell

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ANALYTICAL DRIVER

AMIABLE EXPRESSIVE

Backup StylesBackup Styles

Autocratic

AttackingAcquiescing

Avoiding

AMIABLE EXPRESSIVE

3030

When When othersothers are are in Backin Back--upup

• Recognize the back-up behavior

• Avoid getting hooked

• Can you avoid doing business?

3131

If If youyou are in backare in back--upupthink think ““damage controldamage control””

• Reschedule• Avoid making the decision

• Don’t trust your instincts

• There is NO BEST STYLE

• PERCEPTIONS Matter

• Success requires VERSATILITY

• Sharpen your versatility “saw”

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