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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
.
.
.
.
.
. More/Vocal
Variation
Task
.
.
.
.
.
.
People
Facts/Data
.
.
.
.
.
.
Opinions/Stories
VERBALBEHAVIORS
Gestures
More Task
More People
Responsiveness
BodyMovement
FacialExpressions
Less/Fewer
.
.
.
.
.
.
Many/More
Stiff/Rigid
.
.
.
Fewer/Controlled
.
.
.
.
.
.
Casual/Flowing
.
.
.
More/Animated
NON-VERBAL
BEHAVIORS
Task
People
Ask Tell
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?
ASSERTIVENESS
RESPONSIVENESS
Task
People
Ask Tell
1 2 3 4
?
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
1 2 3 4
?
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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