Lecture 2

Business Comm. must beBusiness communication is communication that promotes a

product, service or organization.Must be;briefWell-designedprecisespecific Use short sentencesNet&clearUnderstandable&comprehensive

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Business Communication

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Four Personal TypesBeside necessity of being brief and preciseThere are different types of people in

businessworld.They seem different, behave differentThey expect to be communicated to differentlyUnderstanding personality types = the key to

better business relationships.

Described by Carl Jung in 1920.

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Two Dimensions of the Model

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indirectness

directness

supporting controlling

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Dimension 1:Directness versus Indirectness:Describes the person’s observable behaviourMeans the tendency to move forward by

expressing, thoughts, feelings, expectations in order to influence others

Direct persons say exactly what they think and attempt to convince others that they are right

Indirect people are more likely to observe, ask questions, and present possibilities.

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Directness versus IndirectnessDirect personsUse clear, definitive statements. Participate actively in

meetings.Make their points with

conviction. Are comfortable telling others

what to do.  Use words like “should”,

“have to”.  Tell others why their ideas

should be adopted

Indirect personsAsk a lot of questions. Quietly observe in meetings.  Offer suggestions for

consideration.  Like to get others involved in

discussions.Use words like “maybe”,

“possibly”.Ask others to consider their

ideas.

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Dimension 2:Supporting versus Controlling:Explains the motivating goal behind our

observable actions.Supporting people tend to put relationships

with others as their chief priority.

Controlling people prioritize the accomplishment of the task at hand.

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Typical Direct People IFast-paced, assertive, take chargeForceful, type A personality who confront

conflict, change, risk and decision making head on

Outspoken communicators who often dominate

Competetive, impatient, confrontational, they bulldoze their way through life, often arguing for the sake of arguing

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Typical Direct People IIConfident; maintain strong eye contact and

have firm handshakesPeople who thrive on accomplishment and

are not concerned with rules and policiesTend to think “It is easier to beg forgiveness

than to take permission”Speak quickly in loud, aggressive tones and

presents a bold visual appearence

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Typical Direct People IIIDirect people may seem hasty, combative,

have lower awareness of others’ needs, impatient, dominant, manipulative and talkative

They may seem dedicated, determined, energetic, risk-taker, active, action-people also

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Typical Indirect People ICautious in their approach to risk,

decisionmaking and changeSlow-paced, low-key, meek, harmoniousSlow to take initiatives at social

gatheringsTentative,reserved communicators who

hesitate to contribute in meetings, Conflict avoiders.Diplomatic, patient,

cooperative.

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Typical Indirect People IIOn unimportant issues prefer to conform,

rather than argue. When they have strong convictions about an issue, however, they will stand their ground.

Low-profile, reserved and gentle. Handshakes are gentle and and they speak in slower pace and lower volume

Generally conservative and reserved in their visual appearence, making indirect qualified statements

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Compare Communication ProcessBriefly direct-indirect-VerbalIndirectAsks (Would you like

to sit down?)ListensReserves OpinionsLow quantity of

verbal communication

DirectTells( Have a sit or

sit down)TalksExpresses opinions

readilyLots of verbal

communications

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Briefly direct-indirect-VocalIndirectSteady, even

deliveryLess forcefulLower volumeSlower speech

patterns

DirectMore voice varietyMore forcefulHigher volumeFaster speech

patterns

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Briefly direct-indirect-VisualIndirectGentle handshakeIntermitten eye-

contactLimited gestures to

emphasize pointsExhibits patience

DirectFirm handshakeSteady eye contactGestures to

emphasize pointsDisplays impatience

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Typical Supporting People IAre emotionally open, with animated facial

expressions and physical gesturesFeel comfortable expressing joy, sadness,

confusion Maintain closer physical proximity; tend to be

huggers, handshakers, and touchersAre informal and prefer to be relaxed, warm

relationships

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Typical Supporting People IIEnjoy loose, amusing conversations,

frequently tell stories, often embarrassing incidents

Prefer unstructured time and are seldom disturbed when other people waste their time

Supporting people are more accepting about time usage and arrange their schedules according to the needs of people first and tasks later.Flexible about others time also.

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Typical Supporting People IIISupporting people are motivated by their

relationships and feelingsThey want to get to know people and they

tend to make decisions based on feelings, experiences and relationships

Emotionally open and show it by using body language, more vocal inflections, making continual eye contact, and communicating in terms of feelings like their joy, sadness, confusion etc.

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Typical Supporting People IVThey like to make conversations enjoyable, so

they often willingly stray from the subject to discuss personal interests and experiences

They may seem not dependant, weak, inattention, concentrated poorly according to the controlling people.

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Typical Controlling People IEmotionally reserved-called pokerfacesMore rigid, physically, and less expressive

than Supporting people.Tend to keep physically distant from othersGuarded and controlled physically, mentally

and emotionally, seldom loose controlTask-oriented; dislike digressions from their

agendas

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Typical Controlling People IIFact-oriented decisionmakers. Want to see

statistics or hard evidence.People who prefer working alone and put

little value on opinions and feelingsMore comfortable operating in an

intellectual mode.Champions of time management. They are

the efficiency experts of the world who create and follow rigid plans and schedules.

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Typical Controlling People IIIControlling types are motivated by the task

at hand and want to accomplish their goals.Usually keep their distance, both physically

and mentally.Tend to stay away from others.Have strong sense of personal space and

territory and hate it whensomeone invades it.Have restricted range of verbal, vocal and

visual expression.Controlled hand and body movement.

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Typical Controlling People IVControlling people adhere to a more

time disciplined agenda.Concentrate on business, keep their

personal feelings private.They prefer working with things or

through people rather than with them or for them.

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Self assesmentFirstAre you more direct or indirect?Are you more supporting or controlling?SecondThink of a “difficult” person with whom

would like to communicate better.Source of the difficulty is the differency of

personal styles.

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Being open to different stylesKnowing which personal style best describes

you and the other people you need to communicate with is an important step in analyzing and improving your communication skills.

Each personal type has a different way of perceiving the world, behaving and communicating.Learn to reach them..

If you were communicating to an audience, do you think it is possible to accomodate everyone??How would you do to it?

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Supporting

(relationship-oriented)

Controlling

(task oriented)

Indirect

(slowpace)Direct

(fast-paced)

the socializer style

the relater style

the thinker style

the director style

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Class DiscussionMention any five characteristics of each of

these behavioral styles? The relater styleThe socializer styleThe director styleThe thinker styleWhat are the advantages and

disadvantages of each of these styles and why? Mention five of each.

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