Presents 5/1/2015 Dave Mitchell 407-929-9521 1 Broadening and Enhancing Relationships © the...

Presents

04/18/23 Dave Mitchellwww.theleadershipdifference.com 407-929-9521 1

Broadening and Enhancing Relationships

Enhanced communication with our customers and each other

Identify and appreciate diverse styles

Develop techniques for adjusting our communication style as the situation requires

Have fun!

Learning Objectives

Metacognition

Schemas are ways we organize ideas and thoughts

= the process of thinking about how

you think

What is Interactive Style?

• Cornerstone of the work of Carl Jung

• There are four primary interactive tools

• Compilation of several theories on human interaction

• Establishes the basis of rapport building by providing shared schemas among humanity

• Each of us has a preferred and a secondary tool

• This combination contributes to our communication style

• Communication and rapport are the cornerstone of Team Performance

• The assessment

• The Romantics

The Styles

• The Romantics

• The Warriors

The Styles

• The Romantics

• The Warriors

• The Experts

The Styles

• The Romantics

• The Warriors

• The Experts

• The Masterminds

The Styles

• Emotional sensitivity versus logical sensitivity

• Indirect communication versus direct communication

• Honor bar versus aggressive negotiators

• Large CTL container/small spoon vs. small CTL container/large spoon

• Intrinsic need = praise vs. intrinsic need = independence

Romantics Versus Warriors

Experts Versus Masterminds

• Factual sensitivity versus conceptual sensitivity

• Details versus “Big Picture”

• Cautious versus risk taker

• Linear thinker versus systemic thinker

• Intrinsic need = security versus intrinsic need = excitement

Presents

Broadening and Enhancing Relationships

Enhanced communication with each other

Identify and appreciate diverse styles

Develop techniques for adjusting our communication style as the situation requires

Have fun!

Learning Objectives

Metacognition

Schemas are ways we organize ideas and thoughts

= the process of thinking about how

you think

Styles and Selling

Styles and Leadership

Behavioral Cues Adjustments

• Easy smile• Engages in small talk• Personable• Takes interest in you• Tactful and diplomatic• Most accessible• Loyal• Keeps promises• Likes consensus

• Smile• Use their name• Do not rush to transaction• Ask lots of open ended questions• Get to know them personally• Update them frequently• Keep your promises• Respect their feelings• Be diplomatic• Be likable

Romantics Value Relationships

The Romantics

The Best Friend (Jennifer Aniston/Ryan Reynolds)

The Love Interest (Drew Barrymore/Hugh Grant)

The Crusader (Jennifer Garner/Hugh Jackman)

Warriors Value Results

• Direct• Intense• Offers short answers• Want to be “bottom lined”• Not interested in unnecessary

details or stories• Great source of referrals• Values status and deals• Impatient/Decisive• Competitive• May display evidence of status

(watch, car, clothes)

• Show value quickly• Funnel toward closed ended

questions• Get to the point• Don’t waste their time• Be prepared to negotiate• Be confident• Explain value without unnecessary

details• Ask for referrals• Cite examples of success

The Warriors

• The Hired Gun (Demi Moore/Clive Owen)• The Sage (Judi Dench/Gene Hackman)• The Power Broker (Sigourney Weaver/Al Pacino)

Experts Value Reliability

• Detailed and thorough• Educated (researched)• Lots of questions• Conservative• Risk avoidant• Long sales cycle• Technical/Process approach• Respectful of procedures and

politics

• Know your stuff• Answer all questions accurately• Admit when you do not know an

answer• Expect a long sales cycle, don’t give

up• Minimize their risk• Be thorough• Keep all promises, appointments,

etc.• Focus on heritage and reliability

The Experts

The Voice of Reason (Gwyneth Paltrow/Tom Hanks)

The Specialist (Jody Foster/Samuel L. Jackson)

The Detective (Gillian Anderson/Kevin Kline)

Masterminds Value Innovation

• Creative• Systemic Minds• Bore easily• Risk acceptance• Like new, innovative,

unconventional• Impulsive but elusive• Short sales cycle• Unusual approach

• Be enthusiastic• Introduce unusual options or

processes• Expand them beyond their stated

interest• Close aggressively• Indulge them while they consider

many options• Help them eliminate options• Endorse their creativity while

protecting them from chaos

The Masterminds

The Social Reformer (Meryl Streep/Denzel Washington)

The Adventurer (Rachel Weisz/Harrison Ford)

The Eccentric (Angelina Jolie/John Malkovich)

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The Romantics

• Trust their feelings (gut reaction) about situations and people

• Sometimes value others above themselves

• React strongly to emotion

• Have a need to feel committed to another person idea or cause

• Consider the impact of their actions on others

The Romantics

• Value harmony among people with whom they interact

• Show appreciation of others easily and respond to praise

• Recognize the importance of tact

• Have a strong desire to make a contribution

• The respond best to salespeople and customer service providers who are likable

Recognizing The Romantics

• They are personable and talkative

• May invest time in conversation unrelated to purpose

• Loyal, they will ask for you by name

• Rarely criticize and express anger tactfully

• Quick to praise you

The Warriors

• Are competitive

• Have a strong desire to improve

• Are analytical

• Value logic, justice and fairness

• Consider truth more important than tact

The Warriors

• Believe feelings are only valid if they are logical

• Are often seen as driven or extremely goal oriented

• Focus on enhancing rather than praising

• Seem always to have a plan

• Rarely act without a purpose

• They react best to sales people and customer service providers who are valuable

Recognizing The Warriors

• They get to the point quickly

• May appear more irritated than they are

• Talk fast

• Want an answer immediately

• May expect things to be handled on their terms

• Negotiate aggressively

• Come across as very intelligent

• Not overly friendly, but genial

The Experts

• Trust what is certain and concrete

• Value realism and common sense

• Like to apply and hone established skills

• Tend to be specific and literal

• Give detailed instructions

The Experts

• Present information in a step by step manner

• Are focused on the present

• Have great respect for the rules

• Value consistency and reliability

• Respond best to a salesperson or customer service provider who is knowledgeable

Recognizing The Experts• They often have great depth of knowledge about the

process

• If they don’t, they may want to obtain it from you

• Very specific with their questions and requests

• Disappointed if things don’t go exactly as they were told

• May appear stubborn on small issues

• Complete their assignments on time and detailed

• They like appointments for call backs and upcoming interactions

The Masterminds

• Trust inspiration and inference

• Value imagination and innovation

• Like to learn new skills and become easily bored with things they have mastered

• Often use metaphors to explain their ideas

The Masterminds

• Present information in large chunks or in a roundabout manner

• Tend to be impractical dreamers

• Can appear to be disorganized and absent minded

• Seek change, take risks and are comfortable in chaos

• Respond best to a salesperson or customer service provider who is flexible and innovative

The Masterminds

• Conversation may go off on other tangents

• They will challenge you to provide options or exceptions

• Often very charming and enthusiastic

• May forget some of the content of previous discussions

• Often use language like “What if” or “Would it be possible”

• Less specific and more general in their questions and expectations (Big Picture thinker)

Presents 5/1/2015 Dave Mitchell 407-929-9521 1 Broadening and Enhancing Relationships © the...

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