1. Learning About Communication Styles
Who am I ?
Who are YOU?
Learning About Communication Styles

2. COMMUNICATION STYLE INVENTORY
1.__discriminating __tentative __involved __practical
2.__receptive __relevant __analytical __impartial
3.__feeling __watching __thinking __doing
4.__accepting __risk-taker __evaluate __aware
5.__intuitive __productive __logical __questioning
6.__abstract __observing __concrete __active
7.__pressure-oriented __reflecting __future-oriented __pragmatic
8.__experience __observation __conceptualization __experimentation
9.__intense __reserved __rational __responsible

3. COMMUNICATION STYLE INVENTORY (SCORING)
CE _______ RO _______ AC _______ AE _______

4. COMMUNICATION STYLE PROFILE
Concrete Experience 20 18 17 16 15
100% 14
80% 13
60% 12 11
40%
Active Experimentation 10
Reflective Observation
20% 20 19 18 17 16 15 14 13 11 9 10 11 12 13 14 15 17 19
20% 13
40% 15
60% 17 18
80% 19 20
100% 21 22 23
Abstract Conceptualization

5. HOW THEY TAKE IN INFORMATION:
Concrete Experience
Talking to people
Watching people
Real experiences
Using senses
Active Experimentation
Just Do It !
Reflective Observation
Want agendas
Want more time
to “Think about it”
Abstract Conceptualization
Books
Experts

6. COMMUNICATION STYLE PROFILES
CONCRETE EXPERIENCE
Learns by
observing others
Learns by trial & error
UPPER LEFT
QUADRANT:
UPPER RIGHT
QUADRANT:
Leads by vision and
energizing others
Leads by trust
& participation
ACTIVE
EXPERIMENTATION
REFLECTIVE
OBSERVATION
Learns by doing
Learns by thinking through
ideas
Leads by
Personal forcefulness
BOTTOM LEFT
QUADRANT:
BOTTOM RIGHT
QUADRANT:
Leads by principles
& procedures
ABSTRACT CONCEPTUALIZATION

7. WORKING WITH DIFFERENT
COMMUNICATION STYLES
Upper Left Quadrant:
Gift:
Ability to think big
Dislikes:
Details
Operates:
In the future
Caution:
May become unrealistic
Or get too far ahead
Of the group
Contributes:
Inspiration, ideas
Wants the group to:
Dream
Expresses this frustration:
Likes:
Visioning
“No one is with me.”

8. WORKING WITH DIFFERENT
COMMUNICATION STYLES
Upper Right Quadrant:
Gift:
Ability to bring people
together
Dislikes:
Disharmony
Caution:
Operates:
In the moment
May avoid dealing with/
expressing conflict
Contributes:
Concern for partic.
by all, inclusion of all
Expresses this frustration:
Wants the group to:
Work well together
“We aren’t getting along.”
Likes:
Sharing, consensus

9. WORKING WITH DIFFERENT
COMMUNICATION STYLES
Bottom Left Quadrant:
Gift:
Ability to plan,
strategize
Dislikes:
Lack of structure
Caution:
Operates:
Going forward from
present
May be impatient, may
reach “solution” before
understanding problem
Contributes:
Problem solving
Expresses this frustration:
Wants the group to:
Stay on task
“We’re not getting
anything done.”
Likes:
Rules, procedures,
timeframes

10. WORKING WITH DIFFERENT
COMMUNICATION STYLES
Bottom Right Quadrant:
Gift:
Ability to put info &
ideas together
Dislikes:
Brainstorming
Caution:
Operates:
Connecting past &
present w. future
May appear stubborn or
negative: over cautious
Contributes:
Asks questions,
seeks to clarify
Expresses this frustration:
Wants the group to:
Use facts, not
assumptions
“We haven’t thought
it through.”
Likes:
Time to prepare / react

11. Application of what we have learned . . . Internal communications
Situation 1:
You are having a department picnic and want staff to help plan it.
Situation 2:
You just installed new software and want to train staff how to use it.
Let’s Share!

12. Application of what we have learned . . . External communications
Situation 1:
You are trying to get someone in another department to help you complete a report you need for a board meeting. They keep telling you they are ‘on it’!
Situation 2:
A member wants further information on a new regulation change.
Let’s Share!

13. “It is of the utmost importance that we
recognize and nurture all of the varied
human intelligence and all of the
combinations of intelligence.”
-Howard Garner
educator
Special thanks to
Mary Jo Clark & Pat Heiny
“Leading the Way” - Richmond, IN

14. I’m Glad

15. I’m so SO GLAD

16. Everyone’s NOT JUST LIKE ME !

17. Negotiation Negotiation is a form of Communication
Who we negotiate with…
Employees
Members
Everyone we meet in our life!
Negotiation

18. Negotiation Keys to Negotiating a Win-Win Outcome
Avoid narrowing down to ONE issue
Realize member may not have same goals as you
Don’t assume you know member’s needs
Negotiation

19. 3 Elements of Negotiation
Time
Information
Power
Negotiation

20. Negotiation Time Have patience Be persistent
3 Elements of Negotiation
Time
Have patience
Be persistent
Move quickly when possible
Know member’s timeline
Negotiation

21. Negotiation Information Negotiation is a process/not an event
3 Elements of Negotiation
Information
Negotiation is a process/not an event
Know where to get info
Negotiation

22. Negotiation Your member as Advocate
Expose your reasoning, data, & concerns
Use facts as much as possible and avoid:
assumptions
opinions
Share your thinking process
Let your member participate in your thought process !
Negotiation

23. Negotiation Question, Benefit, Question
Does this monthly payment make sense to you?
The benefit to you is that you stay within budget and you get a car that you want.
This car is a good investment for the security it will bring you knowing you have reliable transportation that will get you to work on time… what are your thoughts?
Negotiation

24. Communication Styles and Personality Styles are closely linked…
See my blog posts on on personality types:

25. Facing the Formidable

26. Varied Member Personalities
Mrs. Sweet
Mr. Connected
Ms. Analytical
Gen. Patton

27. I do and I demand that my players do.
In business or in football, it takes a lot of unspectacular preparation to produce spectacular results!
Roger Staubach
There is only one way to succeed in anything and that is to give everything!
I do and I demand that my players do.
Vince Lombardi

28. Make THE Difference
for
Your Credit Union
and have a winning year!