Communication by Leevert Johnson

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Communication

Professional Development

Anita Kelley’s

Report Part I

Improve your “Profit Wheel” and boost company’s overall growth momentum

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Communication

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Table of Contents

Why Focus on Communication?............................. 3 Breaking the Code: Three Steps ............................ 3 Identify Your Style and Uncover Your Motives ........ 4 Style Descriptions ................................................... 5 Reconize the Style of Your Audience ..................... 6 Examples......................................................... 7 How you can Sell............................................. 7 Customer Needs ............................................. 8 Flex Your Style: Reduce Stress .............................. 8 What to Look For ............................................. 9 Notes ................................................................11,12 Disclaimer ............................................................. 13

Introduction ............................................................. 2

Table of Contents

Communication

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Communication

Introduction

Introduction Over the years, I have trained and coached thousands of people in various roles and stages of their lives: business owners, executives, managers, sanitation workers, police officers, students, those suffering from addiction, educated folks, and the self-taught. No matter what stage of life one finds oneself in, each of us wants to be heard, to be valued, and to feel a meaningful connection with others. Verbal communication involves the use of words to convey thoughts and express meaning. Each of us possesses the ability to communicate successfully as we relate to others on both a personal level and on a business level. The focus of this article is on improving business communication and building solid, long-term relationships with your customers by identifying the differences in behavioral styles. My training and coaching experiences have taught me a lasting lesson: with a bit of awareness and a dose of practice, we can increase our profit margins by improving our verbal connection with others. Feel free to apply it your personal world as well; the relationship you save may be your own! Page 2

Anita L. Kelley

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Communication

NOW, for the rest of us: Would you like to be more profitable in your business or get promoted in your organization? A key aspect in achieving business success involves the sharing of meaning. Some of us are experts at expressing our thoughts, but we seldom consider whether our intended audience really cared about what we said. While you are talking, others may be thinking about something more interesting (like themselves) or focusing on your ugly tie and all that spit that keeps spraying from your mouth. So, how do you deal with the really trifling customers in order to boost your profits?

Your customers are always communicating with you. Your task is to “break their code.”

Breaking The Code in Three Steps Breaking the code involves learning a few simple techniques that can uncover some of the meanings in the messages by recognizing individual communication styles. Almost anyone can improve the quality of their communication. There are three simple steps. Try them; you’ll like them.

Have you ever assumed that two people who speak the same language should understand one another? Aha! It’s you, my frustrated business buddy that this article is intended for. Effective communication requires that people share common meaning as well as language. For those of you who are already communication gurus, never mind reading further. You are brilliant superstars (or delusional?)

Communication

Why Focus on Communication?

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2. Recognize the style of your audience 3. Flex your style to create and deepen the customer relationship

Styles and Motives

1. Identify the style you use when communicating to others, as well as motives

“Two monologues do not make a dialogue.” -Jeff Daly Just a thought: Do people run for the hills when they see you…or do you lull them to sleep with your monotone?

Identify your Style and Uncover Motives Identifying the style you use when relating to others really helps us to become more aware of how we are perceived by others. This awareness comes from uncovering our motives, or the reasons why we want to interact. Don’t worry; awareness grows with practice. Most people fall into one of more combinations of four sets of behavior groups and their motives: Directs

Sociables

Git ‘er Done!

Get Attention!

Analyticals

Loyals

Get it Right!

Get Liked!

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Communication Style Descriptions

Short, to-the-point, commanding, abrupt, task-focused, resultsoriented, often impatient. Motive is “to win” at any cost. Minimal focus on others’ feelings.

Cautious, objective, calculating, precise, detailed, low-key, taskoriented. Motive is to be perfect, even if it takes all day, all week, or all of their lives. Uncomfortable with mistakes. Loyal, or Let’s All Get Along! Kind, patient, supportive, caring, passive, low-key, and an excellent listener. Motive is to get others to like them, and to be accepted. Sociables, or Party Over Here! Lively, visionary, creative, talkative, people-oriented, bored with details. Motive is to draw attention, attain status, be famous. As you review each short description of the four major styles of communicating, which of the styles fits you most? Keep in mind, we all have the capacity to use all four, but most of us favor using one or two styles over the others, One comment I normally hear from my audiences is “I use different styles. It depends on the situation” or “My style cannot be put in a category.” My response is that, no matter how versatile we think we are in conveying messages to others, we all have some predictable patterns of behavior that become habits over our lives. As a result, we act in ways that are

Analytical Style, or Do it Right the First Time!

Who are you?

Direct Style, or My Way or the Highway!

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Communication comfortable to us, yet they may annoy or discourage our customers.

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to win, Listen

Still no clue? Ask the people who know you best (close friends, family, established customers, and colleagues) to look at the style descriptions and circle the behaviors that are most like you. There is no “right” or “wrong” style. Also, most people are a combination of styles, such as “Direct/Sociable” or “Loyal/ Analytical.” The process of gaining self-awareness about how you are perceived by others can reap you tremendous financial and personal satisfaction. It can also prevent a lot of drama. Now that you’ve identified your styles and motivations, let’s apply this information to step two, recognize the styles of your audience. “There is no such thing as a worthless conversation, if you know what to listen for.” –JN Miller

Recognize the Style of Your Audience Have you ever struggled to convince, persuade, reduce conflict, reassure, or build a connection with a customer, and no matter how hard you tried, you were unsuccessful in your efforts? Acquiring the ability to read your audience will greatly increase your chances of achieving shared meaning. The styles model can guide you in choosing responses that are in line with those of your customer. This skill requires some degree of communication flexibility on your part.

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Which customer would be most responsive to your direct approach? Perhaps another direct style, because they would possibly interrupt you and tell you whether or not they are interested. Otherwise, they would simply say no. The sociable would enjoy the attention, and then most likely be turned off by the impersonal approach of your taking charge, telling without asking, and showing benefits without assessing their interest. The analytical would be overwhelmed by the direct approach, and most likely attempt to ask for more details. The loyal would act interested, smile, nod their head, take your handouts, and then run for the nearest exit without ever revealing their lack of interest. How can you sell successfully? Directs: tone it down; chill when dealing with less assertive audiences such as analytical and loyals. Directs can win over a sociable by focusing on the people aspects of a product or service.

One way to increase your communication success if you are prone to be Direct or Sociable, is to talk less, listen more. Analytical and Loyal styles need to be more outgoing and engaging. Whenever you have a conversation with a customer, allow the other person time to reveal their style, needs and motives. Example: You frequently use a direct style of communicating with others. When selling your products and services, you take charge, tell the customer how they can best use your product, offer to show the customer the benefits, and then give the customer your business card.

Win - Win

Communication

Negotiation 101 If you want to create win-win, listen first and then talk. Let your audience begin the dialogue. This allows you time to gather information, assess their style and their motives.

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Direct customers need you to get to the point, do your homework; don’t ramble with idle chit chat. Quit your whining and rambling!

Your CustomerS

What do your customers need from you?

Analytical customers need calm, logical, detailed information and answers to why and how. No drama! Sociable customers need to chit chat, share personal interests (like lunch) before business, freedom to dream and brainstorm. Plan on spending some extra time with them. Loyal customers need you to have a caring, listening, kind, laid back approach. Don’t be pushy. Show them that you like them as an individual. Bring a large dose of patience; the loyal takes a while to feel safe.

“They may forget what you said, but they will never forget how you made them feel.” –Carl Buechner

Flex Your Style Have you ever said or felt “That person is crazy, annoying, a jerk….!” Or “I just don’t like that fool.” I must admit, there are a few crazy people out there, but conflict usually arises from two or more normal people who have conflicting styles, motives, and agendas. Under stress, our style behaviors can damage our human connections. The styles model can be a very valuable tool for reducing conflict and stressful conversations.

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Communication Friction-Yelling-Depression-Trouble

Direct styles - controlling behavior; hurtful to othersâ&#x20AC;&#x2122; feelings; yelling, commanding, intimidating, very

How to handle? Allow them to regain composure. Give them space if physically threatened. Analytical styles - withdrawal, shutdown, and obsess about perfection, avoids others. How to handle? Give space, and then reach out by text or email to check in. Sociable styles - Becomes emotional, sarcastic, defensive, verbally abusive How to handle? Do not walk away. Ask questions, show lots of empathy. Loyal styles - Pout, cry, get depressed, and secretly get even.

aggressive.

Look For This

What to look for:

How to handle? Reassure them of their personal value and worth

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Since most of us are a combination of styles, draw upon the similarities between you and your customer. The stress behaviors of each style are usually at the core of a conflict. ÂŠ 2008 Kelley Professional Development All Rights Reserved.

Similarities

Communication

Directs and analytical value tasks and objectivity over personal feelings. Sociables and Loyals value personal feelings above tasks. What results? Conflict. The low-key loyals and Analyticals feel bullied by the more assertive Directs and Sociables. What happens? Conflict. Our awareness of these potential differences in styles can usually help to steer us toward a more constructive, positive dialogue.

This Business Communication Report is part of a full-day workshop on Communication, which includes tips, modules on non-verbal communication, channels of communication, conflict resolution, and negotiation skills. This is report was is a fraction of the valuable content in Part 1 of this 7 part series. If you would like to order this complete Seven Part Series please email us at: info@kelleyprodev.co info@kelleyprodev.com m

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Notes www.KelleyProDev.com

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Notes

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Disclaimer

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WhatCommunication people are saying about Kelley Professional Development “Anita is dynamic! She is extremely knowledgeable, full of energy, and highly observant of the learning environment.” - Lisa F., Manager, U.S. Air Force

“Anita was simply awesome! She promoted interaction between participants and kept the communication flowing smoothly throughout the day.” -Al J., Scientist, NASA Stennis “Instructor helped me to improve my understanding of some complicated concepts. She presented the material in and excellent manner while addressing all participant questions.” -Susan M., Defense Contract Management Agency “Anita obviously loves what she does! She cared about us as individuals, made the learning process fun and creative, and encouraged us to try new behaviors. Hope she comes back to teach more classes”-Sabrina H. WaMu “Bravo! Very effective and easy to listen to. Very observant and sensitive to different learning styles.”-David C. Manager, Lackland AFB “She made me feel confident about implementing the new skills. Concise and to the point. Great job.” -Robert W. Analyst, U.S. Marines “ Anita is so personable; she creates a very comfortable learning environment and encourages everyone to participate.”-Chris Z., WaMu “Instructor did an outstanding job of presenting highly technical, complex information. She has a clear, calm manner which made her easy to understand. Loved her upbeat, pleasant personality.”-Lt. Col. Laura S. U.S. Air Force