NCCUPA-HR
2014 Spring Professional Development Workshop
Leveraging Styles
to Improve Communication
Stephanie S. Davis, Senior Consultant
Training & Organizational Development
NC State University, Human Resources
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
Challenges with Communication
At your tables discuss:
1-What issues are caused by
miscommunications?
2-What are the “costs” of
these miscommunications?
3
Understanding Communication Style
To be an effective communicator, you need to:
– Understand your own communication style.
– Diagnose the style and information needs of others.
– Communicate with others in a way that is sensitive
to and aware of their information needs
4
Communication Style Survey
1-Complete the Communication Style Survey &
Review Scores
2-Select the colored dot that represents your highest
score and place on your nametag or clothing.
Analytical
Amiable
Driver
Expressive
5
What is Communication Style?
1- Observed Behavior Patterns
2- Measured by Two Dimensions:
 Assertiveness
Ask or Tell Behaviors when interacting
with others
Responsiveness
Amount of Emotion Displayed when
interacting with others
Communication Style Model
Controls Emotions
(Less Responsive)
ANALYTICAL
DRIVER
Asks
Tells
(Less Assertive)
(More Assertive)
AMIABLE
EXPRESSIVE
Displays Emotions
(More Responsive)
Communication Style Descriptions
Analytical-Thinking Oriented
•
•
•
•
•
•
•
•
Diplomatic
Fact Finder
Accurate
Logical
Sensitive
Orderly
Disciplined
Process Focused
Amiable-Relationship Oriented
•
•
•
•
•
•
•
•
Patient
Team Player
Sympathetic
Supportive
Stable
Trusting
Organized
Loyal
Driver-Action Oriented
•
•
•
•
•
•
•
•
Decisive
Problem-solver
Competitor
Independent
Assertive
Demanding
Impatient
Task Focused
Expressive-Intuition Oriented
•
•
•
•
•
•
•
•
Motivating
Visionary
Enthusiastic
Influential
Charming
Confident
Gregarious
Spontaneous
Communication Style Behaviors
Analytical-Process
•
•
•
•
•
•
Slower paced
Make efforts to organize
Shows less concern for relationships
Work in historical timeframe
Take action cautiously
Tend to avoid personal involvement
Amiable-People
•
•
•
•
•
•
Slower paced
Make efforts to relate
Show less concern for effecting change
Work in the present timeframe
Show supportive action
Tend to avoid conflict
Driver-Task
• Faster paced
• Make efforts to set the pace
• Less concerned for the value in
relationships
• Work in the present timeframe
• Direct the actions of others
• Tend to avoid inaction
Expressive-Creativity
•
•
•
•
•
•
Faster paced
Make efforts to get involved
Show less concern for routine
Work in future timeframe
Tend to act impulsively
Tend to avoid isolation
What we see in the mirror…
may not be what others see!
10
Intention versus Perception
Driver
 Intends to be:
independent, decisive,
practical, efficient, and
determined.
 May be perceived as:
insensitive, dominating,
opinionated, and cold.
Analytical
 Intends to be: precise,
logical, thorough,
serious, and
systematic.
 May be perceived as:
inflexible, picky,
critical, exacting, and
stubborn.
Intention versus Perception
 Amiable
 Intends to be:
cooperative,
supportive, diplomatic,
patient, and loyal.
 May be perceived as:
permissive,
conforming, overly
sensitive, dependent
and indecisive.
 Expressive
 Intends to be:
outgoing,
enthusiastic,
spontaneous, and
creative.
 May be perceived
as: unrealistic,
disruptive, careless,
and emotional.
Social Style Behaviors (Stress, Change, Conflict)
Analytical- AVOIDING
Driver- AUTOCRATIC
• Avoids Confrontation
• Draws attention away
from an issue
• Retreats to other
distractions
• Delays decisions
• Confronts others
• Focuses on the issue
• Looks for rationale
• Becomes demanding
AmiableACQUIESCING
ExpressiveATTACKING
• Soothes relationships
• Yields to other’s
viewpoints
• Waivers on opinion
• Hesitates
• Gives in, withdraws
support
• Confronts others
• Verbalizes judgmental
feelings
• Blames others
personally
• Shows extreme emotion
Social Style Reflection
1-Divide into small groups (3-5 people) of:
Analyticals, Drivers, Amiables, Expressives
2-As a group, discuss and complete the Communication
Style Worksheet:
1-How would you describe your style?
2- Why and How does this style make you an effective
communicator?
3- How do you need to adapt/modify your behaviors when
communicating with others?
4- What Motto/Slogan best depicts your style?
14
Tips for Communicating with Analyticals
 With Analyticals, try to:
 With Analyticals, try not to:
 Prepare your facts in
 Be disorganized.
advance.
 Rush the decision Be direct, stick to
making process.
business.
 Fail to follow through.
 List pros and cons of
 Leave things to chance.
suggestions you make.
 Use testimonials from
 Take your time, be
others or unreliable
persistent.
sources.
 Follow through if you
 Use someone’s opinion
agree.
as evidence.
 Be organized and logical.
 Be manipulative.
 Provide tangible
evidence.
 Be accurate and realistic.
Tips for Communicating with Drivers
 With Drivers, try to:
 Be brief, specific, and
to the point.
 Stick to business.
 Be prepared with
objectives.
 Present facts cleanly
and logically.
 Provide alternatives
and let them make the
decision.
 After talking business,
don’t linger.
 With Drivers, try not to:
 Ramble on or waste their
time.
 Leave loopholes or
cloudy issues.
 Come with
predetermined decisions.
 Offer unsubstantiated
guarantees.
 Direct them or order
them around.
 Bring emotions into the
conversation.
Tips for Communicating with Amiables
 With Amiables, try to:
 Start with a personal
comment.
 Show sincere
interest in them as
people.
 Listen and be
responsive.
 Ask ‘how’ questions
to draw out their
opinions.
 Define individual
contributions.
 Provide back-up and
support.
 With Amiables, try not to:
 Stick to business only.
 Force them to respond
quickly to your
objectives.
 Be demanding or
manipulative.
 Leave the ‘personal’
side out of a
discussion.
 Offer too many
options.
 Be vague or forget to
give deadlines.
Tips for Communicating with Expressives
 With Expressives, try to:
 Talk about their goals and
what they find stimulating.
 Deal with the ‘big picture’
not the details.
 Ask for their opinion and
ideas.
 Provide ideas and
suggestions for
implementing necessary
actions.
 Be stimulating, fast
moving, and interesting.
 With Expressives, try not to:
 Be cold, aloof, or tightlipped.
 Deal with too many
details. Instead put them
in writing.
 Leave deadlines open.
 Ignore their opinion.
 Be demanding.
Key Reminders
There is no best social style position
Your behavioral style is not your whole
personality
Your behavioral style profile represents a
theme in your actions
Your behavioral style has growth actions
(Quick Guide)
It is your responsibility to establish and
build effective relationships with others
19
Application
Discuss at your tablesHow can leveraging communication styles,
assist you and your organization with:
1- Decreasing employee relation issues?
2- Increasing team efficiency and organization
productivity?
20