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

2. © Persona Global, Inc. All rights reserved 2004. Poor Communication: CONSEQUENCES: Lack of Job Satisfaction Waisted time Stress Turnover Loss of Business Loss of Money Failure to Achieve Goals

3. © Persona Global, Inc. All rights reserved 2004. 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.

4. © Persona Global, Inc. All rights reserved 2004. 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

5. © Persona Global, Inc. All rights reserved 2004. TRUST Focus on trust as the key ingredient in being as successful communicator. Loose your trust is very easy, creating trust is very difficult.

6. © Persona Global, Inc. All rights reserved 2004. EXPANSIVE (shows feeling) UNASSUMINGUNASSUMING UNASSUMINGUNASSUMING DOMINANTDOMINANT DOMINANTDOMINANT CONTAINED (Does not show feeling) The Communication Styles Matrix Expansive & Unassuming Expansive & Unassuming Unassuming & Contained Unassuming & Contained Dominant & Contained Dominant & Contained Expansive & Dominant Expansive & Dominant © Persona Global, Inc. All rights reserved 2004.

7. EXPANSIVE “shows feeling” DOMINANTDOMINANT DOMINANTDOMINANT The Matrix: Promoting Style Stimulating Verbal Enthusiastic Flair Creative Energetic Socialize Assertive Ideas © Persona Global, Inc. All rights reserved 2004.

8. The Matrix: Facilitating Style EXPANSIVE “shows feeling” Caring “Nice” Person Sensitive Friendly Helpful Trusting Careful with People Cooperative UNASSUMINGUNASSUMING UNASSUMINGUNASSUMING © Persona Global, Inc. All rights reserved 2004.

9. The Matrix: Analytical Style Less Verbal Specific Detailed Precise Exacting Patient More Internal Thinking/Writing UNASSUMINGUNASSUMING UNASSUMINGUNASSUMING CONTAINED (Does not show feeling) © Persona Global, Inc. All rights reserved 2004.

10. The Matrix: Controlling Style Determined Direct Results Oriented Winning Money Oriented Impatient Time Conscious Immediate Return CONTAINED (Does not show feeling) DOMINANTDOMINANT DOMINANTDOMINANT © Persona Global, Inc. All rights reserved 2004.

11. Communication Styles Matrix EXPANSIVE (shows feeling) UNASSUMINGUNASSUMING UNASSUMINGUNASSUMING DOMINANTDOMINANT DOMINANTDOMINANT CONTAINED (Does not show feeling) Stimulating Verbal Enthusiastic Flair Creative Energetic Socialize Assertive Ideas Caring “Nice” Person Sensitive Friendly Helpful Trusting Careful with People Cooperative Less Verbal Specific Detailed Precise Exacting Patient More Internal Thinking/Writing Determined Direct Results Oriented Winning Money Oriented Impatient Time Conscious Immediate Return © Persona Global, Inc. All rights reserved 2004.

12. Behavioral Tendencies: The Shotgun Effect © Persona Global, Inc. All rights reserved 2004.

13. A TOOL TO: Understand others Identify needs Build trust Achieve good communication

14. © Persona Global, Inc. All rights reserved 2004. The Basic Need of the Promoting Style EXPANSIVE “shows feeling” DOMINANTDOMINANT DOMINANTDOMINANT PERSONAL RECOGNITION © Persona Global, Inc. All rights reserved 2004.

15. The Basic Need of the Facilitating Style EXPANSIVE “shows feeling” UNASSUMINGUNASSUMING UNASSUMINGUNASSUMING ACCEPTANCE BY OTHERS © Persona Global, Inc. All rights reserved 2004.

16. The Basic Need of the Analytical Style CONTAINED Does not show feeling UNASSUMINGUNASSUMING UNASSUMINGUNASSUMING SECURITY IN BEING RIGHT WITH CORRECT INFORMATION © Persona Global, Inc. All rights reserved 2004.

17. The Basic Need of the Controlling Style DOMINANTDOMINANT DOMINANTDOMINANT ACHIEVEMENT, SHOW RESULTS CONTAINED Does not show feeling © Persona Global, Inc. All rights reserved 2004.

18. Social Styles Key Points: No Ideal Style Not ‘good’ or ‘bad’ Each can be effective Observation of Behavior Not ‘Why’ people behave as they do But ‘What’ makes people different’ And, ‘How’ to deal with these differences effectively Not Labeling People But grouping behavior A Tool to Understand others Identify needs Build trust Achieve good communication © Persona Global, Inc. All rights reserved 2004.

19. Time Orientation EXPANSIVE UNASSUMINGUNASSUMING UNASSUMINGUNASSUMING DOMINANTDOMINANT DOMINANTDOMINANT CONTAINED Controlling Analytical FacilitatingPromoting Equally... Past, Present & Future Oriented PastPresent Future © Persona Global, Inc. All rights reserved 2004.

20. Basic Needs of Each Communication Style EXPANSIVE UNASSUMINGUNASSUMING UNASSUMINGUNASSUMING DOMINANTDOMINANT DOMINANTDOMINANT CONTAINED Controlling Analytical FacilitatingPromoting Receive Recognition Receive Praise Achieve Make Decisions Be Secure Acquire Knowledge Be Popular Be Accepted © Persona Global, Inc. All rights reserved 2004.

21. How Each Communication Style Goes about getting what it wants EXPANSIVE UNASSUMINGUNASSUMING UNASSUMINGUNASSUMING DOMINANTDOMINANT DOMINANTDOMINANT CONTAINED Controlling Analytical FacilitatingPromoting Friendship Warmth, Closeness Affection, Love Efficiency Job done right, and on time Social Skills Wins people over through their charm Knowledge/Logic Having the necessary information © Persona Global, Inc. All rights reserved 2004.

22. CONTAINED What Each Communication Styles Needs to Work on to Minimize the Weaknesses of their Style EXPANSIVE UNASSUMINGUNASSUMING UNASSUMINGUNASSUMING DOMINANTDOMINANT DOMINANTDOMINANT Controlling Analytical FacilitatingPromoting Set your own goals & Stick to them Self Determination: Assertion Skills Take chances. Think on your feet Self Initiation: Risk Taking Be Patient with Others. Give Credit Self Humility: Listening Skills Slow Down: Pause, don’t over promise Self Discipline: Time Management © Persona Global, Inc. All rights reserved 2004.

23. What Motivates Each Communication Style How does each Style know they are doing a good job? EXPANSIVE UNASSUMINGUNASSUMING UNASSUMINGUNASSUMING DOMINANTDOMINANT DOMINANTDOMINANT CONTAINED Controlling Analytical FacilitatingPromoting Personal Attention Friendship Attention Applause Certificates Wall Plaques Excitement Praise in front of a Group Credit for Accomplishments Results Winning Activity Greater Responsibility © Persona Global, Inc. All rights reserved 2004.

24. When There is Tension, How do Opposite Styles Perceive Each Other? EXPANSIVE UNASSUMINGUNASSUMING UNASSUMINGUNASSUMING DOMINANTDOMINANT DOMINANTDOMINANT CONTAINED Controlling Analytical FacilitatingPromoting © Persona Global, Inc. All rights reserved 2004.

25. EXPANSIVE UNASSUMINGUNASSUMING UNASSUMINGUNASSUMING DOMINANTDOMINANT DOMINANTDOMINANT CONTAINED Controlling Analytical Facilitating Promoting Personal Recognition Image Lead Industry Ease of Effort Service Acceptance Teamwork Warranty Integrity Satisfied Customer Good Communicator Relationships Bottom-line Market penetration Control Rapid growth Time saved Results Profit margin Winning Profits & losses Inventory levels Information Graphs, Charts Costs, Duty Samples, Figures Facts In Business What Each Communication Style Responds to: © Persona Global, Inc. All rights reserved 2004.

26. THANK YOU!!!!