NCMA WEC: 3-1-12 Patricia D. Robinson BEST Communication Styles NCMA WEC: 3-1-12 Patricia D. Robinson BEST Communications Styles Workshop

BEST Communication Style Profile We each have general personality patterns These patterns are expressed in our interactions with others Understanding these patterns in ourselves and others can help us improve communications, work relationships, and teamwork BEST Communications Style Workshop BEST Communications Styles Workshop

BEST Communication Style Workshop AGENDA: Overview 12:45 – 12:55 Table Team Activity 12:55 – 1:15 BEST Communication Styles Model 1:15 – 1:30 Flexing Your Style 1:30 – 1:45 Team Profiles / Dynamics 1:45 – 2:00 Debrief 2:00 – 2:15 BEST Communications Styles Workshop

Communications Activity Description: Table teams work together to build a block structure to their customer’s exact specifications: Roles: Keep track of communication on the team: What works well? What do you find frustrating? Customer BD/PM; Eng; Ops/Manuf Build a structure with your blocks Use cardboard to hide your structure DO NOT show or draw a picture of structure DO NOT volunteer information You decide if structure meets specifications Work with your team to build structure to customer’s exact specifications 15 min BEST Communications Styles Workshop

Blocks Activity - Debrief Break into teams, based on your highest scoring letter on your BEST Profile / Assessment: Discuss: What aspects of the team’s communication worked well for you? What aspects did you find frustrating? Choose a spokesperson from your table B E S T Break the class into groups based on their preferred Communications Style: Bold Expressive Sympathetic Technical 5 min BEST Communications Styles Workshop

BEST Preferences B old E xpressive S ympathetic T echnical Challenges Freedom Power Quick Results Authority Action Change Popularity Influence Acceptance To be around People To Persuade E xpressive Adjustment Time Stability Appreciation Schedule S ympathetic T echnical Organization Rules Standards Explanations Little Risk BEST Communications Styles Workshop

Understanding the BEST Model Dimensions of Communications: Reflecting Emotions = Expressiveness Influencing Others = Dominance BEST Communications Styles Workshop

Reflecting Emotions Feelers Thinkers Expressiveness Low High BEST Communications Styles Workshop

Influencing Others Indirect Direct Dominance Low High BEST Communications Styles Workshop

BEST Communication Styles BOLD EXPRESSIVE (Direct Thinker) (Direct Feeler) Indirect Direct TECHNICAL SYMPATHETIC (Indirect Thinker) (Indirect Feeler) Thinker Feeler BEST Communications Styles Workshop

BEST Communication Styles Summary BOLD EXPRESSIVE What: Results Objectives Achieving Doing How: Strategies Organization Facts Action Process TECHNICAL SYMPATHETIC Why: Concepts Theories Innovation Ideas Who: Communication Relationships Teamwork People BEST Communications Styles Workshop

Style Descriptors B old is stimulated by the challenge of new adventure. E xpressive thrives on being around others and persuading them. S ympathetic is patient, dependable, loyal, a good listener. T echnical is controlled, cautious, precise, rule-oriented. Each type has needs and preferences which are the keys to understanding, communicating with and motivating them. BEST Communications Styles Workshop

Adjusting to Other Comms Styles Need to adjust your style to others to improve communications Which styles do you think tend to clash most? BOLD EXPRESSIVE Indirect Direct TECHNICAL SYMPATHETIC Thinker Feeler BEST Communications Styles Workshop

Activity 2: Adjusting to Other Comms Styles In your assigned groups, come up with the Top 5 things you should do to FLEX to the opposing communication style: Bold vs. Sympathetic Technical vs. Expressive BOLD TECHNICAL EXPRESSIVE S SYMPATHETIC BEST Communications Styles Workshop

Activity 3: Practice Flexing Your Style Now choose someone from your group to represent your preferred Communications Style. He/she will participate in a role play: Bold with Sympathetic Technical with Expressive Objective: Based on what you know about your colleague’s preferred communication style, convince him/her to forfeit their vacation and work on your program BEST Communications Styles Workshop

Activity 3: Practice Flexing Your Style Scenario: You need the help of a colleague to meet a critical program deadline with a key customer who has been complaining about slow progress & cost overruns. Your colleague -- not on this program team -- has unique customer and technical knowledge that would enable the program team to: meet deadline ahead of schedule realize significant cost savings create good will with the customer Your colleague is scheduled to take a vacation with several friends/family members that has been planned for months: there won’t be another opportunity to take the vacation again until next year and several family members will not be available at that time. tickets are non-refundable. BEST Communications Styles Workshop

Activity 3: Practice Flexing Your Style Debrief What did you find challenging about flexing to the other person’s style? How well did each flex to the other person’s preferred style? Compare to communication preferences below: B old Preferences: Limitations: Challenges Freedom Power Quick Results Authority Action Change Learn to Listen Attend to Details Be Aware of Others Follow Popularity Influence Acceptance To be around People To Persuade Manage Time Be Objective Set Goals Control Talking E xpressive Adjustment Time Stability Appreciation Schedule Set Deadlines Use Lead Time Get Attention Be Understood S ympathetic T echnical Organization Rules Standards Explanations Little Risk Make Quicker Decisions Use More Power Take Quicker Action Take Risks BEST Communications Styles Workshop

Adjusting to Other Styles - Tips BOLD (Driver / Action) Focus on the result first; state the conclusion at the outset. State your best recommendation; do not offer many alternatives. Be as brief as possible. Emphasize the practicality of your ideas. Use visual aids. TECHNICAL (Analytical / Idea) Allow enough time for discussion. Do not get impatient when he or she goes off on tangents. Try to relate the discussed topic to a broader concept or idea Stress uniqueness of idea or topic. Emphasize future value or relate the impact of the idea to the future. If writing, try to stress key concepts that underlie your recommendation at beginning. Start with an overall statement and work toward specifics. EXPRESSIVE (Expresser / Process) Be precise; state the facts. Organize your discussion in a logical order: Background Present situation Outcome Break down your recommendations. Include options/alternatives w/ pros & cons. Do not rush a process-oriented person. Outline your proposal. SYMPATHETIC (Relator / People) Allow for small talk; do not start the discussion right away. Stress the relationship between your proposal and the people concerned. Show how the idea worked well in the past. Indicate support from well-respected people. Use an informal writing style. BEST Communications Styles Workshop

Team Communications Dynamics Team dynamics, relationships and results are determined primarily by the personality types/ communication styles of team members. We will Discuss: Importance of team’s composition How dynamics of a team when one comm. style is over-represented How tasks may dictate the team profile that will be most effective How individuals can make a greater contribution to the team BEST Communications Styles Workshop

Building Teams in Relationship to Tasks BOLD Strengths: Works well in changing environ. Uses practical approaches Finds creative, innovative solutions Can change direction quickly Will make quick bottom line decisions Weaknesses: May overlook important details Need others to implement decisions Won’t take into account impact on others Proposed solutions may be too risky EXPRESSIVE Works well together Works with enthusiasm Considers others in solutions and plans Can persuade others to their point of view Will consider values May take too much time to reach a decision Won’t consider details May not consider important factors due to emotions Won’t make unpopular decision TECHNICAL Works well from logic and facts Will be objective Will be just/fair Will develop step-by-step plan Will pay attention to detail May consider people in solutions May be too analytically oriented Won’t look at the big picture May be too rigid and rule-oriented SYMPATHETIC Will find standard or traditional solutions Works steadily and realistically Will be patient with routine Will be good with preplanned assignments Will be accommodating to feelings of others Won’t consider new ways Will be slow to reach difficult decisions May need a lot of structure before beginning May reach decisions in favor of status-quo & other’s feelings Indirect Direct Thinker Feeler Well Rounded/Mixed Strengths: Outperforms other teams in solving production problems Outperforms other teams in general tasks Considers more solutions, thus reaching a better decision Considers both tasks & people Weaknesses: May have more team conflict May take longer to reach decision May have comms. problems Bold & Expressive may ignore, stifle or shut out Sympathetic & Technical BEST Communications Styles Workshop

Specific Tasks by Team Personality Profile BOLD Manage a short-term project Identify competitive strategies Identify changes needed in an org. Plan crisis management Find a creative solution to a problem EXPRESSIVE Plan a social or company event Conduct employee motivation program Plan a presentation Plan sales approaches Make plans for training employees TECHNICAL Write routine procedures Construct a work schedule Identify ways to stabilize the environment Plan for counseling employees Write personnel policies SYMPATHETIC Write reports Edit reports Write procedures Identify details in implementation plans Review details in complex projects Direct Indirect Thinker Feeler BEST Communications Styles Workshop

Wrap Up What will you do differently to communicate more effectively with others? BEST Communications Styles Workshop

BEST Preferences & Limitations B old Preferences: Limitations: Challenges Freedom Power Quick Results Authority Action Change Learn to Listen Attend to Details Be Aware of Others Follow Popularity Influence Acceptance To be around People To Persuade Manage Time Be Objective Set Goals Control Talking E xpressive Adjustment Time Stability Appreciation Schedule Set Deadlines Use Lead Time Get Attention Be Understood S ympathetic T echnical Organization Rules Standards Explanations Little Risk Make Quicker Decisions Use More Power Take Quicker Action Take Risks BEST Communications Styles Workshop

BEST Communications Styles Guide FACTORS:   BOLD (Driver/Action) EXPRESSIVE (Expresser/Process)   SYMPATHETIC (Relator/People) TECHNICAL (Analytical/Ideas) How to Recognize: They like their own way; decisive & strong viewpoints. They get excited. They like positive attention, to be helpful & regarded warmly. They seek a lot of data, ask many questions, behave methodically & systematically. Tends to Ask: What (the results oriented question.) Who (the personal dominant question) Why (the personal non-goal question.) How (the technical analytical question.) What They Dislike: Someone wasting their time trying to decide for them. Boring explanations/ wasting time with too many facts. Rejection, treated impersonally, uncaring & unfeeling attitudes. making an error, being unprepared, spontaneity. Reacts to Pressure and Tension By: Taking charge taking more control. "Selling" their ideas or argumentative. Becoming silent, withdraws/introspective Seeking more data & information. Best way to Deal With: Let them be in charge. Get excited w/them. Show emotion. Be supportive; show you care. Provide lots of data & information. Likes To Be Measured By: Results, Goal-oriented. Applause, feedback, recognition. Friends, close relationships. Activity & busyness that leads to results. Must Be Allowed To: Get into a competitive situation. Likes to win. Get ahead quickly.  Likes challenges. Relax, feel, care, know you care. make decisions at own pace, not cornered or pressured. Will Improve With: A position that requires cooperation with others. Recognition & some structure with which to reach the goal. A structure of goals & methods for achieving each goal. Interpersonal and communication skills. Likes to Save: Time. They like to be efficient, get things done now. Effort. They rely heavily on hunches, intuition, feelings. Relationships. Friendship means a lot to them. Face. They hate to make an error, be wrong or get caught w/out enough info For Best Results: Allow them freedom to do things their way. Inspire them to bigger & better accomplishments. Care & provide detail, specific plans&activities to be accomplished. Structure a framework or "track" to follow. BEST Communications Styles Workshop