Communication Style Recognition

Listed below are sets of phrases people frequently use to describe communication behavior. Circle the number for each category that best describes you (or the person you are thinking about).
Example: In Row A, under Use of Power, do you feel that you: Challenge what others say most of the time................................................................................Circle 1 Challenge what others say somewhat more than accepting what they say .................................Circle 2 Accept what others say somewhat more than challenging what they say ..................................Circle 3 Accept what others say most of the time.....................................................................................Circle 4 USE OF POWER:
Assertive Receptive

A. B. C. D. E. F. G. H.

Challenges what others say Communication is to the point Speech is quick and demanding Active, fast-paced and impatient Bold, decisive, willing to take risks Leans toward you; much eye contact Raises voice for emphasis Competitive and confronting TOTAL OF CIRCLED #S

1 1 1 1 1 1 1 1

2 2 2 2 2 2 2 2

3 3 3 3 3 3 3 3

4 4 4 4 4 4 4 4

Accepts what others say Communication is indirect Speech is slow and thoughtful Calm, slow-paced and patient Hesitant, studies, avoids risk-taking Leans away from you; little eye contact Usually speaks softly Cooperative and deferring

_____+ _____+ _____+ _____ = ______ Assertive Score (Range 8 to 32)

USE OF EMOTION:
Responsive

A. B. C. D. E. F. G. H.

Outgoing and approachable Emphasis on opinions and concepts Random and unstructured conversation Decisions based on intuition Much body and hand movement Appears open and casual Animated facial expression Warm and friendly TOTAL OF CIRCLED #S

1 1 1 1 1 1 1 1

2 2 2 2 2 2 2 2

3 3 3 3 3 3 3 3

4 4 4 4 4 4 4 4

Guarded and distant Emphasis on facts and details Focused and organized conversation Decisions based on logic Little body and hand movement Appears controlled and businesslike Unresponsive facial expression Cool and formal

_____+ _____+ _____+ _____ = ______ Responsive Score (Range 8 to 32)

Locate the persons position on this model:

Assertive 8 ( Power)

12

14

18

20 - 18 - 16 - 12 -8

22

24

28

32

Receptive ( Power)

Responsive ( Emotion)

Controlling Style Communication Style Summary _____________________________________________________

Be specific. Focus on plans, objectives, controls, needs. Link to results, payoff, efficient-decision. Sell the steak, not the sizzle. Expected results, bottom line figures, few details. Tie to goals, stress results. Be direct, to the point.

_____________________________________________________
NON-VERBAL CLUES: Directive gestures, firm voice, functional clothing and office, business like. Has time for people useful to him. Lead, hit targets, achieve results. Tough-minded, pragmatic, fast to decide if information satisfies him. Confronts with logic, tightens controls, may seem colder, tougher.

USE OF TIME: LOOKS FOR OPPORTUNITIES TO: DECISION-MAKING: RESPONDS TO PRESSURE AND CONFLICT: COMMUNICATION: HOW APPROACHES OTHERS (as seen by others):

Prefers spoken than visual; may interrupt; likes conclusions first. Cool, straightforward, insensitive, aggressive, shrewd.

________________________________________________
To Evaluate Your Credibility, Whether you can help him reach his goals practically, with confidence Efficiency, decisiveness. Candid. What you say and mean are the same.

__

Looks for: To Build Trust, Prefers You to be:

_____________________________________________________
May be or is perceived to be... so confident of their own abilities they will not listen to or accept other points of view; so intent upon achievement that they ignore others' feelings; competitive to an extreme and willing to step on others to their own way: convinced everyone else is as goal-oriented as they are and willing to use power to get what they want, so anxious to lead that they become dictatorial.

Advocating Style Communication Style Summary

__

Be general. Focus on big picture, leadership, recognition, action. Link to opinions, ideas, unique solution. Sell the sizzle. The real thing, demonstrations, pictures. Be brief, enthusiastic. Stress recognition, leadership.

_____________________________________________________
NON-VERBAL CLUES: Expansive gestures, enthusiastic voice, informal clothing, spacious or cluttered office. Has time for people who respond (and almost everyone else!).

USE OF TIME:

LOOKS FOR OPPORTUNITIES TO: DECISION-MAKING:

Achieve recognition for ideas, do innovative work. Intuitive, plays hunches. Fast to decide, but can always change direction. Confronts with emotion (conflict can be fun!); may get heated; logic may be irrelevant. Prefers visual than spoken; likes drama and emphasis; dislikes detail. Open, enthusiastic, optimistic, impulsive.

RESPONDS TO PRESSURE AND CONFLICT: COMMUNICATION:

HOW APPROACHES OTHERS (as seen by others):

To Evaluate Your Credibility, Looks for: To Build Trust, Prefers You to be:

Whether you are active, forceful - with the energy and enthusiasm to create change. Open. Knows where youre coming from.

______________________________________________
May be or is perceived to be... so cautious and remote that they find it hard to trust others; so anxious to make things happen that they fail to set priorities; so interested in gaining recognition that they give little credit to others; convinced that everyone else is as impressed by enthusiasm and energy as they are; so open and candid that they abuse others thoughts and feelings.

_______

Facilitating Style Communication Style Summary _____________________________________________________

Be general, focus on relationships, feelings, personal aspects of business. Link to personal needs, accepted solution, strengthening relationships. Sell the friendship of eating the steak together! The real thing, demonstrations, pictures. Be casual, friendly, supportive. Stress relationships.

_____________________________________________________
NON-VERBAL CLUES: Supportive gestures, non-assertive voice, informal clothing, comfortable office. Has time for people who are friendly and want a listener. Build relationships, work toward mutual goals. cooperate and help. Concerned about impact of decision on people, seeks consensus, slow to decide. Withdraws with emotion (confrontation may harm relationship!); may seek to calm troubled waters, act as mediator. Prefers dialogue, informality; likes participation dislikes pressure. Warm, accepting, tactful, friendly, empathetic.

USE OF TIME: LOOKS FOR OPPORTUNITIES TO: DECISION-MAKING:

RESPONDS TO PRESSURE AND CONFLICT: COMMUNICATION: HOW APPROACHES OTHERS (as seen by others):

_____________________________________________________
To Evaluate Your Credibility, Looks for: To Build Trust, Prefers You to be: Whether you are sociable and work well with him and others.

Open. Knows where youre coming from.

_____________________________________________________
May be or is perceived to be... so considerate of others that they may be manipulated by others; so accepting of others that they do not use good judgment; so interested in maintaining harmony that they cannot enforce standards or give critical feedback; convinced that everyone else is as people-oriented as they are; so anxious to be helpful that they may force help on those who do not need it.

Analyzing Style Communication Style Summary _____________________________________________________

Be specific, focus on details, methods, technical aspects. Link to logic, right solution, security. Sell how to cook the steak! Detailed evidence and test results, procedures, computer data. Tie to evidence, stress security. Use summary close.

_____________________________________________________
NON-VERBAL CLUES: Thoughtful gestures, measured voice, neat clothing and wellorganized office (but may have many books, papers, files). Has time for people, seen as competent, knowledgeable. Gain knowledge, be right, understand the how. Logical, step-by-step. Slow to decide; may seem to need more information. Withdraws with (and into) logic; may avoid confrontation.

USE OF TIME: LOOKS FOR OPPORTUNITIES TO: DECISION-MAKING:

RESPONDS TO PRESSURE AND CONFLICT: COMMUNICATION:

Prefers written; listens critically; likes documentation, dislikes exaggeration. Aloof, cautious, uncommunicative, indifferent.

HOW APPROACHES OTHERS (as seen by others):

_____________________________________________________
To Evaluate Your Credibility, Looks for: To Build Trust, Prefers You to be: Whether you are well qualified and capable in your field; whether you have credentials and expertise. Reliable. What you say and do are the same.

_____________________________________________________
May be or is perceived to be... so cautious and remote that they find it hard to trust others; so dedicated to principles that they are insensitive of others feelings; so concerned about being right or sure that they have difficulty declaring themselves; convinced that everyone is as committed to logic and precision as they are; so concerned with maintaining autonomy that they will not get involved or close to others.

ROLE PLAY EXERCISE

Debbie and Marcie are both veterinary receptionists. Debbie has been employed by the practice for two years and Marcie for only six months. During the time that Debbie and Marcie have worked together, Marcie has felt that Debbie has been very reluctant to train her and instruct her in various receptionist duties at the hospital. One example of this is that Marcie has asked Debbie on several occasions to teach her how to do client call backs and enter clients into the hospitals reminder system. Debbie has been very uncooperative but pleasant to Marcie. Marcies employers are now getting aggravated at her because she does not seem to be learning her duties and responsibilities rapidly enough. In particular, they have asked her on numerous occasions to call back patients and check on preventive reminders and she had to inform them that she does not yet know how to perform these duties. Marcie feels that her position in the hospital is being jeopardized and must now discuss this problem with Debbie.