Have you ever had a customer . . .
. . . that was demanding, impatient, and competitive?
. . . that was enthusiastic, impulsive and a little disorganized?
. . . that was cooperative, supportive and yet indecisive?
. . . that was cautious, systematic and somewhat critical?
Welcome to the world of personality profiling. Knowing a little about the DiSC can help you deal not only with customers and clients but also with colleagues and co-workers.
All month we have been looking at various aspects of these personalities and understanding how to identify the people we encounter. This week I want to look at our communication styles.
By this point you should have identified yourself and know where you sit in the DiSC profile. Remember, when you are the one who is communicating, it is your responsibility to be the chameleon and change to meet the situation.
Let’s review how you should communicate to each type . . .
| D . . . Be efficient and businesslike
Get to the point Set and clarify goals and objectives Give conclusions, details only when asked Solve problems and objections Talk in terms of results, not methods
i . . . Leave time for small talk and social niceties Ask about family and children (be ready to talk about yours) If possible, let them ‘experience’ what you are communicating Talk in terms of people and stories Use lots of examples
S . . . Don’t come on too strong Earn their trust in small steps Don’t ask for big decisions right away Provide plenty of reassurance Talk in terms of security
C . . . Be well prepared Have lots of facts and figures Be prepared for skepticism, objections Answer all their questions Go slow, giving them time to think and analyze |
I love being able to have a plan and recognize what words will work and not work for certain types. I hope you see the advantages of using DiSC as well. Let’s look now at the actual word choices that work best for each personality.
Again. . .
D . . . Words that Work
- Win
- Lead the field
- Results
- Now, new
- Challenge
Words/Actions that DON’T Work
- Follow my directions
- In my opinion. . .
- Frequent interruptions
i . . . Words that Work
- Fun
- Exciting
- I feel. . .
- Sociable
- This will make you look good
Words/Actions that DON’T Work
- . .
- The same for everyone
- Sophisticated
- Requires study
S . . . Words that Work
- Step-by-step improvement
- Help me out
- Guarantee/Promise
- Think about it
Words/Actions that DON’T Work
- Substantive change
- Innovation
- Play to win
C . . . Words that Work
- Here are the facts. . .
- No risk
- Proven
- Analysis
- Guaranteed
Words/Actions that DON’T Work
- Untested
- Cutting-edge
- Educated guess
- Experimental
Imagine receiving an email or having a meeting with any of these people. Right away you should be able to pin point their DiSC personality style and then match their energy, word choices and answer any concerns in a way that is meaningful to them. This works if they are customers, clients or co-workers. You have the tools you need to move forward with your idea, project or product because you can get everyone on the same page with you. Magic.
The next time you are in a meeting, listen to each person’s word choices. Use your other observation skills to pinpoint DiSC personalities based on their clothing and their body language. You will have an arsenal of valuable insights to use so that you become the expert communicator and hit your goals in sales, collaboration, and team building. And as my D self would say, “You will WIN”.
Be filled to overflowing,
Deneen
Leave a Reply