1. Problem solving and Communication
Types
Impersonal
Written
Interpersonal
Talk / Telephone
Meeting
Informal

2. Sender Filters Receiver Filters
Message
Feed Back
Sender Filters
Semantics
Emotions
Attitudes
Role Expectations
Gender Bias
Non Verbal Messages
Receiver Filters
Semantics
Emotions
Attitudes
Role Expectations
Gender Bias
Non Verbal Messages

3. Semantics Words do not mean the same
Abstract terms give different meanings
Reasons may be many
Attitude
Back ground
Experience
Culture

4. Emotions We have no Control on them They cause Bias Content Vs Message
Anger causes anger
Fight ensues
Deal with Emotions

5. Attitudes Beliefs backed by Emotions
Alter the way the message is heard
Reasons can be many
Voice
Accent
Gestures
Mannerisms
Dress
Delivery Etc

6. Roles Boss Customer Employee Position Power One way information
Difficult relations

7. Gender Bias Message twisted Listening Reaction Feedback
Different Topics
Wavelengths

8. Non Verbal Messages Body language Consistency Contradiction
Eye contact
Facial feelings
Gestures

9. In an Organisation We have common Goals Plan, Execute, Evaluate
Downward
Upward
lateral
We have common Goals
Plan, Execute, Evaluate
Men and Material
Team and Network
Attitude and personality

10. Problem Solving and Behavior
What you do and say cause impressions
Inner thoughts are not known
Knowing the styles will help!!
No style is inferior
Dealing is important

11. Styles Individuals differ Impressions last Both are stable
Only small number of styles exist
Intuitor, thinker, feeler,and sensor
Judgments according to styles

12. Bias Age discrimination Gender Style bias Other style is uncomfortable
Same style is misunderstood
Be aware of the style!

13. Dominance and Sociability
Where are we?
Which is the ideal place?
Which is the ideal style?
How do we know?

14. Your behavior Style
Emotive
Director
Reflective
Supportive

15. Your BEHAVIOUR Style? Take the Indicators and plot your position
Let your partner plot your style
Compare and identify the style
High or Low Dominance
High or Low Sociability

17. Supportive Style • Pays attention • Friendly Thoughtful decisions
Attempts to win
Agrees with everyone
Seeks reassurance
No strong stands
Apologises a lot

18. Director Style • Serious • Strong opinions • Indifferent
Determined to come out on top
Will not admit being wrong
Cold and no feelings in dealings
Uses dogmatic phrases
“never” You Can’t”
Talks with airs
Looks down on people

19. Emotive Style • Action oriented • Informal • Persuasive
Expresses highly emotional pinions
Outspoken
Can be offensive also
seems unwilling to
listen to others’ views
Exaggerated gestures
and facial expressions

20. Reflective Style Formal and controlled Quiet and aloof systematic
Tends to avoid taking
decisions
Seems overly
interested in details
Very still and formal
in dealing with others
Avoids displaying emotions

21. To the Emotive Style Build social and business relationships
Display interest in other’s ideas, interests and experiences
Don’t stress on details
Go for fast inspirational talk

22. To the Director Style Be specific, brief and to the point
Use time effectively
Present the facts logically
Be prepared to face questions
Disagree with the issue not the person

23. To the Reflective Style
Be well organised
Systematic approach to life
Be straight forward
Get to business quickly
Be accurate and realistic with information

24. To the Supportive Style
Show interest in the person
Draw out views and goals
Listen and respond to the needs
Present views in quiet manner
No pushing