1. How we use DISC … ARS National Services, Inc.

2.  550 Employees  Third-party debt collection  Five Call Centers across the country  Clients include largest credit card issuers

3. ARS National Services, Inc.  First introduced at ARS in 2006  Simple – fits with our culture  Originally paper & pencil  One page pattern  Moved to online format in 2007

4. How DISC is Used  Communications Training for Sup/Mgmt  DISC is prerequisite  Assertive Communication & Behavioral Feedback  Critical Thinking  Leadership & Influence

5. How DISC is Used  All Support personnel  Account Reps  Training style & pace  Recognition  Product/Supervisor placement  How best to get assistance from your peer on the phone  Talking to Consumers

6. We love the recognition …

7. How DISC is Used  Candidate Assessment Tool  Not selection  Determine strengths & potential obstacles  Team dynamics  Potential friction

8. DISC Training Sessions  Standard 2.5 hour session  Overview  Focus on Pace versus Orientation  Discussion of report  Sharing of Strengths/Opportunities/Graphs  Team exercise (if large enough group)  Debrief  How to Flex your style  Have you ever wondered …

9. Cubicles give clues …

10. DISC Training Sessions  Brief One-Hour Overview for Newly Hired Account Representatives  Basic Overview  Discussion of their report & varying styles

11. DISC Training Sessions  2 nd One Hour Session for Account Representatives  Focus on using DISC with consumers on the phone  How to quickly identify style  How to give them what they want, how they want it

12. Keeping it alive …  DISC style included in email signature line  “Communication Tips” part of Rep/Supervisor Transition Meeting  Team Style Graphs

13. What we have learned …  No one style is better than another  Style differences in a classroom can be better managed if identified early on  A few positions are better suited to certain styles but there is benefit in going outside the box  Take advantage of a different style within a group

14. DISC is now part of our culture, not just an HR initiative …