© Persona Global, Inc. All rights reserved 2004. EFFECTIVE COMMUNICATION AND NEGOTIATION SKILLS.

© Persona Global, Inc. All rights reserved 2004.

EFFECTIVE COMMUNICATION AND

NEGOTIATION SKILLS


Poor Communication:

• CONSEQUENCES:

Lack of Job Satisfaction

Waisted time

Stress

Turnover

Loss of Business

Loss of Money

Failure to Achieve Goals


Objectives:

• Learn how to recognize communication styles – Identify your own.

• Examine how people communicate and miscommunicate with each other.

• See ourselves as others perceive us.


To fully benefit from this Program:

• BE PRACTICAL:

Do not seek all answers to all questions

Do not complicate the concept

Focus on the job’ application

Do not get stuck on semantics


TRUST

• Focus on trust as the key ingredient in being as successful communicator.

• Loose your trust is very easy, creating trust is very difficult.


EXPANSIVE (shows feeling)EXPANSIVE (shows feeling)

UNASSUMING

UNASSUMING

DOMINANT

DOMINANT

CONTAINED (Does not show feeling)CONTAINED (Does not show feeling)

The Communication Styles MatrixThe Communication Styles Matrix

Expansive

& Unassuming

Expansive

& Unassuming

Unassuming

& Contained

Unassuming

& Contained

Dominant

& Contained

Dominant

& Contained

Expansive

& Dominant

Expansive

& Dominant



EXPANSIVE “shows feeling”EXPANSIVE “shows feeling”

DOMINANT

DOMINANT

The Matrix:The Matrix: Promoting StylePromoting Style

StimulatingVerbalEnthusiasticFlairCreativeEnergeticSocializeAssertiveIdeas



The Matrix:The Matrix: Facilitating StyleFacilitating Style


Caring“Nice” PersonSensitiveFriendlyHelpfulTrustingCareful with PeopleCooperative

UNASSUMING

UNASSUMING



The Matrix:The Matrix: Analytical StyleAnalytical Style

Less VerbalSpecificDetailedPreciseExactingPatientMore InternalThinking/Writing

UNASSUMING

UNASSUMING




The Matrix:The Matrix: Controlling StyleControlling Style

DeterminedDirectResults OrientedWinningMoney OrientedImpatientTime ConsciousImmediate Return


DOMINANT

DOMINANT



Communication Styles MatrixCommunication Styles Matrix

EXPANSIVE (shows feeling)EXPANSIVE (shows feeling)

UNASSUMING

UNASSUMING

DOMINANT

DOMINANT


StimulatingVerbalEnthusiasticFlairCreativeEnergeticSocializeAssertiveIdeas

Caring“Nice” PersonSensitiveFriendlyHelpfulTrustingCareful with PeopleCooperative

Less VerbalSpecificDetailedPreciseExactingPatientMore InternalThinking/Writing

DeterminedDirectResults OrientedWinningMoney OrientedImpatientTime ConsciousImmediate Return



Behavioral Tendencies: Behavioral Tendencies:

The Shotgun Effect The Shotgun Effect



A TOOL TO:

• Understand others

• Identify needs

• Build trust

• Achieve good communication


The Basic Need of theThe Basic Need of the Promoting StylePromoting Style


DOMINANT

DOMINANT

PERSONAL RECOGNITION



The Basic Need of theThe Basic Need of the Facilitating StyleFacilitating Style


UNASSUMING

UNASSUMING

ACCEPTANCEBY OTHERS



The Basic Need of theThe Basic Need of the Analytical StyleAnalytical Style

CONTAINED Does not show feelingCONTAINED Does not show feeling

UNASSUMING

UNASSUMING

SECURITY INBEING RIGHTWITH CORRECTINFORMATION



The Basic Need of theThe Basic Need of the Controlling StyleControlling Style

DOMINANT

DOMINANT

ACHIEVEMENT,SHOW RESULTS

CONTAINED Does not show feelingCONTAINED Does not show feeling



Social Styles Key Points:Social Styles Key Points: No Ideal Style

Not ‘good’ or ‘bad’Each can be effective

Observation of BehaviorNot ‘Why’ people behave as they doBut ‘What’ makes people different’And, ‘How’ to deal with thesedifferences effectively

Not Labeling PeopleBut grouping behavior

A Tool toUnderstand othersIdentify needsBuild trustAchieve good communication



Time OrientationTime Orientation

EXPANSIVE EXPANSIVE

UNASSUMING

UNASSUMING

DOMINANT

DOMINANT

CONTAINEDCONTAINED

Controlling Analytical

FacilitatingPromoting

Equally...Past, Present& Future Oriented

PastPresent

Future



Basic Needs of Each Communication StyleBasic Needs of Each Communication Style

EXPANSIVE EXPANSIVE

UNASSUMING

UNASSUMING

DOMINANT

DOMINANT

CONTAINEDCONTAINED



Receive RecognitionReceive Praise

Achieve Make Decisions

Be SecureAcquire Knowledge

Be PopularBe Accepted



How Each Communication Style How Each Communication Style Goes about getting what it wantsGoes about getting what it wants

EXPANSIVE EXPANSIVE

UNASSUMING

UNASSUMING

DOMINANT

DOMINANT

CONTAINEDCONTAINED



Friendship

Warmth,ClosenessAffection, Love

Efficiency

Job done right, and on time

Social Skills

Wins people over through their charm

Knowledge/Logic

Having the necessaryinformation



CONTAINEDCONTAINED

What Each Communication Styles Needs to Work What Each Communication Styles Needs to Work on to Minimize the Weaknesses of their Styleon to Minimize the Weaknesses of their Style

EXPANSIVE EXPANSIVE

UNASSUMING

UNASSUMING

DOMINANT

DOMINANT



Set your own goals & Stick to them

Self Determination:Assertion Skills

Take chances. Think on your feet

Self Initiation:Risk Taking

Be Patient withOthers. Give Credit

Self Humility:Listening Skills

Slow Down: Pause, don’t over promise

Self Discipline:Time Management



What Motivates Each Communication StyleWhat Motivates Each Communication StyleHow does each Style know they are doing a good job?How does each Style know they are doing a good job?

EXPANSIVE EXPANSIVE

UNASSUMING

UNASSUMING

DOMINANT

DOMINANT

CONTAINEDCONTAINED



PersonalAttentionFriendshipAttention

ApplauseCertificatesWall PlaquesExcitementPraise in front of a Group

Credit for Accomplishments

Results

Winning

Activity

Greater

Responsibility



When There is Tension,When There is Tension,How do Opposite Styles Perceive Each Other?How do Opposite Styles Perceive Each Other?

EXPANSIVE EXPANSIVE

UNASSUMING

UNASSUMING

DOMINANT

DOMINANT

CONTAINEDCONTAINED





EXPANSIVE EXPANSIVE

UNASSUMING

UNASSUMING

DOMINANT

DOMINANT

CONTAINEDCONTAINED

ControllingControlling AnalyticalAnalytical

FacilitatingFacilitatingPromotingPromoting

Personal RecognitionImageLead IndustryEase of Effort

Service AcceptanceTeamworkWarrantyIntegritySatisfied CustomerGood CommunicatorRelationships

Bottom-lineMarket penetrationControlRapid growthTime savedResults Profit marginWinning

Profits & lossesInventory levelsInformationGraphs, ChartsCosts, DutySamples, FiguresFacts

In Business What Each In Business What Each Communication Style Responds to:Communication Style Responds to:



• THANK YOU!!!!

© Persona Global, Inc. All rights reserved 2004. EFFECTIVE COMMUNICATION AND NEGOTIATION SKILLS.

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Transcript of © Persona Global, Inc. All rights reserved 2004. EFFECTIVE COMMUNICATION AND NEGOTIATION SKILLS.