The Platinum Rule
Lori A. Cotillo
Today’s Objectives
• What is the Platinum Rule?
• Review the four basic business
personalities
• Review the four behaviors
• Creating The Platinum Grid
• Identify personalities and behaviors and
assess best method of dealing with them
The Platinum Rule
“Do unto others as they would like done
unto them.”
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Treat them the way they want to be treated!
Build rapport with everyone
Eliminate personality conflicts
Help ensure smooth and effective dealings
with others
• Learn to understand others
How do you know how
someone wants to be treated?
• Each person has their own habits and point of view
• These traits fall into predictable patterns
– Behavior styles or personal styles
• Identifying personal style
– Hand shake
– Eye contact
– Crisp or chatty on the phone
– How is their office decorated?
The Effects of Personality
Clashes
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Destroys teamwork
Shatters morale
Weakens productivity
Prevents good business deals
Personality Groups
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Director
Thinker
Relater
Socializer
Identifying Behaviors
• Open
– Shares feelings freely
– Relaxed and warm
– Physical contact
– Animated expressions
– General enthusiasm and talkativeness
Identifying Behaviors
• Guarded
– Feelings are kept private
– Sticks to the facts
– Avoids physical contact
– Displays formal or distant demeanor
Identifying Behaviors
• Direct
– Solid eye contact
– Firm handshake
– Emphatic, sometimes confrontational
Identifying Behaviors
• Indirect
– Cautious
– Quiet
– Reserved
– Patient
– Diplomatic
– Understated
Personalities & Behaviors Form
The Platinum Grid
Open
Socializer
Relater
Indirect
Direct
Director
Thinker
Guarded
The Director
• Direct and guarded
• A natural leader – in control, drive to win and
achieve
• Greatest failing: how they treat others
• Greatest fear: being too soft
• Great asset – makes things happen
Directors could improve relationships by being more
sensitive, patient, and showing concern.
The Thinker
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Indirect and guarded
Systematic, analytical, orderly & serious
Great problem solver
Likes structure, doesn’t like surprises
Great failing: being too critical
Greatest fear: irrationality, and sometimes
logic, gets in the way of humanity
• Greatest asset: being right, getting the job
done with plenty of follow-through
Thinkers can improve their world by becoming more flexible.
The Relater
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Indirect and open
Earnest, methodical & thorough
Likes predictable routines, stability
Good listener, warm & friendly relationship with coworkers
Rises thru the ranks because they are well-liked
Does not like conflict or aggressive behavior
Greatest failing: timidity, does not like making decisions
Great fear: change
Greatest strength: easy to get along with; persistent in
achieving goals
Relaters could benefit from learning to just say “no” and
becoming less sensitive to the feelings of others
The Socializer
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Direct and open
Motivated by need for approval
Chatty, jovial, playful, fun-loving
Enjoyable to be around
Likes to talk about themselves
Greatest failing: can be erratic
Greatest fear: rejection
Greatest strength: fun
A socializer could benefit from backing off, getting emotions
under control, and get organized.
Effectively Dealing With Each
Personality Type
• Interpret what you observe
– Behavior
– Environment
• Ask yourself two questions:
– Are they more direct or indirect?
– Are they more open or guarded?
Effectively Dealing With a
Director
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Very business-like setting
No warmth, only place to sit is in front of the person
Desk is neatly piled with work
How is their behavior?
Effective Dealings:
• Get to the Point
• Not the time for personal stories or jokes
• Direct the conversation toward a goal
Effectively Dealing With a
Socializer
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Very outgoing, chatty, engages you
Warm office, a bit unorganized
Lots of group pictures – they’re in them!
How is their behavior?
Effective Dealings:
• Affirmation of their role
• Personal attention
• Provide focus and organization
Effectively Dealing With a
Relater
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Quiet, shy, thorough and methodical
Likes routine and stability
Easy to get along with; friendly relationships
Doesn’t like making decisions
Doesn’t like change
Effective Dealings:
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Assure minimal risk
Slower pace
Provide encouragement
Warm and friendly
Effectively Dealing With a
Thinker
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Orderly, serious and critical
Analytical and systematic
Likes structure, doesn’t like surprises
Like to work by himself in a world of logic and order
Seems cold and distant
Effective Dealings:
• Provide lists
• Factual, solid evidence
• Be well-prepared, thorough
Your Selling Approach
• People buy when they’re understood –
give them what they want
– Director wants control
– Socializer wants recognition or excitement
– Relater wants support
– Thinkers wants facts/reasoning based
decisions
Your Selling Approach, cont’d
• Five Basic Steps
– Contact
• High developed sense of personality style
– Explore
• Find the customers problems, provide solutions
– Collaborate
• Match the customers needs to your solutions
– Commit
• Closing the sales; build a long-term relationship
– Assure
• Maintain contact after the sale
Summary
• The Platinum Rule
– Helps to achieve success
– Feel less stressful
• People prefer working with those they like
• People prefer working with those who
understand their needs
• Exercise the Platinum Rule principles and treat
others how they want to be treated