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When Business Relationships Debits and Credits Don’t Equal: The DISC Model
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A systematic way of describing an individual’s personal characteristics of behavior.
A universal language of observable human behavior.
A way to better understand ourselves and others.
The DISC Model is
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A measure of one’s intelligence.
An indicator of one’s values.
A measurement of skills or experience.
A measurement of education or training.
The DISC Model is not
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Everyone can be trained to use it.
It is universal, all people fit into it.
It is neutral.
We all share some of the same characteristics.
DISC Model Attributes
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Gaining commitment by blending styles.
Building effective teams.
Resolving and preventing conflicts.
Gaining credibility.
Benefits of Learning and Using DISC
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• Dominance (“D” Factor) - How you handle problems and challenges.
• Influence (“I” Factor) - How you handle people and influence others.
• Steadiness (“S” Factor) - How you handle change and pace yourself.
• Compliance (“C” Factor) - How you handle rules and procedures set by others.
Four Dimensions of Normal Behavior
DISC Behavioral Profile
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D Style: Dominance / Driver Ambitious Results Oriented Forceful Aggressive, Fast Moving Decisive
I Style: Influence / Interactive Expressive Friendly & Outgoing Charming Stimulating Enthusiastic
DISC Stylesthe manner in which one approaches people, events and situations
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S Style: Supportive / Cooperative Amiable & Easy-going Modest Cooperative Systematic Reliable
C Style: Cautious / Analytic
Analytical Deliberative Precise & Factual Logical & Orderly Careful
DISC Styles (continued)
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AmbitiousResults OrientedForcefulAggressive, Fast MovingDecisive
Driver Communication StyleDirect Approach, Businesslike
How did they sound?• More forceful tone• More vocal variety• Communicate readily• High volume, fast speech• Challenging intonation
What did you see them do?• Gesture to emphasize points• Display impatience• Fast moving body language• Firm handshake• Good clothing, but functional
What did they say?• State more than ask• Talk more than listen• Make strong statements• Blunt and to the point• Sarcastic Humor• Primarily verbal, not written
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ExpressiveFriendly & OutgoingCharmingStimulatingEnthusiastic
Interactive Communication StyleExpressive, Friendly & Open
How did they sound?•Lots of inflection•More pitch variation•More variety in quality•Dramatic•High volume, fast speech
What did you see them do?•Animated facial expressions•Eye contact when listening•Much hand/body movement•Contact oriented•Spontaneous actions•Stylish & Fashionably Dressed
What did they say?•Share personal feelings•Tell stories, anecdotes•Informal speech, digresses•Express opinions•Flexible time perspective •People oriented humor
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Amiable & Easy-goingModestCooperativeSystematicReliable
Supporter Communication StyleIndirect Approach, Relaxed &
Cooperative
How did they sound?•Supporter, even delivery•Less forceful tone•Lower, quieter volume•Slower rate of speech
What did you see them do?•Exhibit Supporter, patient demeanor•Intermittent eye contact•Gentle handshake•Slower moving body language•Capitulate when challenged--keep peace•Dress code at most casual attire
What did they say?•Ask more than state•Listen more than talk•Reserve opinions•Less verbal communication•Family oriented humor
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AnalyticalDeliberativePrecise & FactualLogical & OrderlyCareful
Cautious Communication StyleIndirect, Emotional Master, Task Oriented
How did they sound?•Little inflection•Few pitch variations•Less quality variety•Supporter, monotone delivery•Lower volume
What did you see them do?•Few facial expressions•Non-contact oriented•Few gestures•Slower moving•Conservative attire
What did they say?•Fact & task-oriented•Limited sharing of feelings•More formal & proper•Focused conversation•Dry Humor, Surprises of Wit•Less verbal, more written
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High D’s see themselves as:
Driving
Pioneering
Aggressive
Assertive
Competitive
Positive
Decisive
Independent
Efficient
Practical
High I’s see themselves as:StimulatingEnthusiasticOutgoingOptimisticDramaticCharismaticGregariousPersuasiveConfidentTrusting
Other Styles see High I’sSelf-PromotingImpulsiveSuperficialUnrealisticPoor ListenerConceitedGlibManipulativeSelf-CenteredNaive
Per
cept
ual L
ens
Intention Impact
Other Styles see High D’sDictatorialArrogantBelligerentDemandingNervyHarshPushyDominatingHastySevere
Per
cept
ual L
ens
Intention Impact
High S’s see themselves as:Easy-GoingAccommodatingSupportiveWillingDependableReliableAgreeableCalmWarmPatientPersistent
Other Styles see High S’sLackadaisicalIndifferentPossessiveUnimaginativePloddingComplacentNon-demonstrativeSmugOverly-lenientApatheticSlow
Perc
eptu
al L
ens
Intention Impact High C’s see themselves as:
PreciseThoroughSystematicAdaptableAgreeableWell-preparedOrderlyAccurateCarefulLogical
Other Styles see High C’sNit-pickyObsessiveCompulsiveWeak/dependentIndecisiveAnalysis paralysisToo cautiousWorrisomeLack SpontaneityDetached
Perc
eptu
al L
ens
Intention Impact
Dominance / DriverInfluence / Interaction
Cautious / Analytical Supportive / Cooperative
Perceptual Reality DISC Style Intent Versus Impact
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Understand each employee’s style.
Learn how to best relate to that style.
Understand how different styles learn, adapt, and accept change.
How to motivate employees.
DISC Model:Managerial Benefits
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Personnel Productivity Leveraging DISC Styles for High Performance
• Create job benchmarks for each position
• Define style traits that will lead to success.
• Hire individual who demonstrates required style traits.
• Redeploy mismatched employees.
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Insight to target client’s style.
Ability to speak into target client’s listening.
Improve customer service.
Precise solution presentation.
DISC Model:Business Development Benefits
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Typical CPA is a High “C”.
Typical entrepreneur is a High “D”.
How do you bridge the two styles?
Business Development:CPA Pursuit of Entrepreneurs
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High D’s see themselves as:
Driving
Pioneering
Aggressive
Assertive
Competitive
Positive
Decisive
Independent
Efficient
Practical
High I’s see themselves as:StimulatingEnthusiasticOutgoingOptimisticDramaticCharismaticGregariousPersuasiveConfidentTrusting
Other Styles see High I’sSelf-PromotingImpulsiveSuperficialUnrealisticPoor ListenerConceitedGlibManipulativeSelf-CenteredNaive
Per
cept
ual L
ens
Intention Impact
Other Styles see High D’sDictatorialArrogantBelligerentDemandingNervyHarshPushyDominatingHastySevere
Per
cept
ual L
ens
Intention Impact
High S’s see themselves as:Easy-GoingAccommodatingSupportiveWillingDependableReliableAgreeableCalmWarmPatientPersistent
Other Styles see High S’sLackadaisicalIndifferentPossessiveUnimaginativePloddingComplacentNon-demonstrativeSmugOverly-lenientApatheticSlow
Perc
eptu
al L
ens
Intention Impact High C’s see themselves as:
PreciseThoroughSystematicAdaptableAgreeableWell-preparedOrderlyAccurateCarefulLogical
Other Styles see High C’sNit-pickyObsessiveCompulsiveWeak/dependentIndecisiveAnalysis paralysisToo cautiousWorrisomeLack SpontaneityDetached
Perc
eptu
al L
ens
Intention Impact
Dominance / DriverInfluence / Interaction
Cautious / Analytical Supportive / Cooperative
Business Development Navigating DISC Styles for Client Acquisition
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To be more effective C’s need to: Develop a tolerance for conflict and avoid Win/Lose
thinking.
Be brief and substantive.
Learn to “see the forest from the trees” and express verbally.
Don’t inundate with lots of facts and figures.
Start conversation with business, minimize chatting.
Ask questions, they will tell you what they want.
Emphasize results and the bottom line.
Demonstrate competence.
Business Development: Bridging the “C-D” Gap
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Deeper understanding of your spouse.
Strengthen bond with siblings.
Increase communication with neighbors.
Personal Use of DISC Model