WORKING STYLES

I - IntroductionWorking styles and their prevalent characteristics are an important part of one-on-one and team negotiations.

(Ask students about:)1) Influence on negotiations:

Words: 7% Tone of Voice: 38% Body Language: 55%

2) How many words per minute we can understand: 100-140 words/min.How many words per minute we are able to hear: 300-400 words/min.Speed of our thought in mind: 1200-1400 (like P4 – pentium4, speed of processor)

When somebody talk we think:

For Against (each other) About

II –Quiz

When we negotiate, we are dealing with difficult behaviors. People are not difficult.If they say NO we have to get MAYBE, thinking about OPTIONS.

There are four work styles:1-Analytic2-Driver3-Amiable4-Expressive

(Quiz for students)1) Students fill the WORKING STYLES QUIZ ( ____ min.)2) Explain them how to fill working styles score sheet.3) Divide students into groups according their working style.4) In groups they have to write on paper 6 things that they like in their group and 3 things of

other groups that drive them nuts. Let them explain.

III - Working styles

Analytic – technique specialists (electronic in car) – positional negotiations

Strong sense of duty and obligation Set high standards Wants everything done right Schedule oriented Detail conscious Orderly and organized Likes charts, graphs, figures and lists Finishes what he or she starts

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Drivers – Control specialists (engine in car) – positional and interest-based negotiations

Goal oriented Sees whole picture Seeks practical solutions Moves quickly to action Delegates work Little tolerance for mistakes May make rash decisions They sound directive, closed. They have diploma in office.

Amiable – Support specialist (oil in car) – interest-based negotiations

Promotes harmony Patient, good listener Work well in groups Steady Not easily upset Takes good with bad Strong administrative skills Mediates problems Finds it hard to take criticism

Expressives – social specialists (car brand) – interest-based negotiations

Happy spirit Lives for here and now Creative Charms others to work Easily bored, ready to move on Easy going, giving Eager to try new and different things Decides by feelings Sometimes forgets obligations

IV – Problem types in negotiations

1. The Tank (Drivers):a. THEY try to dominate of meeting; b. wants to control the process and get things done;c. behavior ranges from mild pushiness to outright aggression.d. YOU call them by name, stand up;e. Address their main point;f. Don’t worry about being polite – state your own opinions forcefully, but don’t

engage. 2. The Sniper (Drivers):

a. shoot in center (example: when new boss come, sniper will say: “We didn’t used to it”, we can say: “I don’t understand what are you thinking”, or “What’s the intent of that statement?”

b. THEY have strong sense of how others should think and act;

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c. Humiliation.3. The Grenade (Expressive):

a. THEY – explodeb. Feels unappreciated and disrespectedc. Emotional, personal attacksd. They continue working, at least on the surface.e. YOU – give them time to run down and regain self-controlf. If not, break in with a “stop” or other phrase intended to stop this behavior. “Hold

on, just stop!”g. Show genuine concern to demonstrate you take them seriouslyh. Take a break and meet privately.

4. The Know-It-All (Drivers):a. THEY - knowledgeable and competent people who intend to get it done in the way

they have predetermined is best.b. YOU summarize their pointc. Acknowledge their concern about your argument up frontd. Present your views non-confrontationally – “perhaps”, “maybe”, ask questionse. Use “us” or “we” languagef. Turn them into mentors to recognize their expertise.g. “Hold on. My information tell me something other about it.”

5. The Think-They-Know-It-All (Analytic):a. Seeking attention and recognitionb. YOU ask specific clarifying questionsc. States facts based on your experience – “My source tells me”, “I have seen”, “Maybe

you didn’t see …”, “That is interesting idea. I’d like to hear more about it” etc.6. The Yes Person (Amiable):

a. THEY - Interested in relationshipsb. Makes other feel likedc. Rather than risk losing relationship, they will over commit.d. YOU – create appropriate environment for discussion – focus on what you do mean,

what you don’t mean and establish a mutual purposee. Review details of agreement or ask them to summarize itf. Listen for their humor. There are hidden messages in these remarks.

7. The Maybe Person (Amiable):a. THEY – this works because things proceed without them having to commit.b. YOU – ask them about their concerns, clarify the optionsc. Listen for indirect wordsd. Keep action steps in your hands.

8. The Nothing Person (Amiable):a. THEY – passiveb. Tends to be a perfectionist when task-orientedc. Tends to withdraw when people-oriented (rather than hurting anyone’s feelings)d. YOU – verbally give a guess, and look for a change in body languagee. Show them scenarios for the futuref. Inform them what you must or will do in absence of their own inputg. Schedule a meeting well in advance of a decision being made

9. The No Person (Analytic):a. THEY – task-focused and needs to get it rightb. If not in their own hands it will failc. Finds the negatives in everyone and everythingd. YOU – make optimistic, but realistic statements about past successes in similar

problems

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e. Don’t arguef. Don’t offer solutions until problem has been thoroughly discussedg. “I need to have clear information”

10. The Whiner (Analytic):a. THEY - Point out real problems in an offending mannerb. Complainersc. YOU – listen for the main pointsd. Interrupt and get specifice. Shift the focus to solutionsf. Show them the futureg. Drawing the line – talk solutions or stop talking for now

From the Norm to the Extreme …

V – Technique for overrun the conflict

1. Defusing 2. Redirecting

1. If we start with redirecting, we won’t acomplish anything.To Drivers – “Won’t you shut up and listen!”To Expressives - “Don’t you have a clue”To Amiable – “Hurry up”To Analytics – “You don’t have enough information to have decision”.

2. Defusing – neutralizing first.“It seems you’re concerned my analysis did not take into account this information …”Instead of BUT say AND.

VI – Use-case for students

Students should write 2 different redirections with next thoughts: Drivers to Analytics: “I think you are lying.” Amiable to Drivers: “The way you are running this team makes us want to quit. You are a

bad leader.” Expressives to amiables: “You are a coward for going to the boss behind my back.” Analytics to Expressives: “ Every time we make a decision you always raise the issue if

again if you don’t get your way.”

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