The Platinum Rule Lori A. Cotillo

Today’s Objectives What is the Platinum Rule? Review the four basic business personalities Review the four behaviors Creating The Platinum Grid Identify personalities and behaviors and assess best method of dealing with them

The Platinum Rule “Do unto others as they would like done unto them.” Treat them the way they want to be treated! Build rapport with everyone Eliminate personality conflicts Help ensure smooth and effective dealings with others Learn to understand others

How do you know how someone wants to be treated? Each person has their own habits and point of view These traits fall into predictable patterns –Behavior styles or personal styles Identifying personal style –Hand shake –Eye contact –Crisp or chatty on the phone –How is their office decorated?

The Effects of Personality Clashes Destroys teamwork Shatters morale Weakens productivity Prevents good business deals

Personality Groups Director Thinker Relater Socializer

Identifying Behaviors Open –Shares feelings freely –Relaxed and warm –Physical contact –Animated expressions –General enthusiasm and talkativeness

Identifying Behaviors Guarded –Feelings are kept private –Sticks to the facts –Avoids physical contact –Displays formal or distant demeanor

Identifying Behaviors Direct –Solid eye contact –Firm handshake –Emphatic, sometimes confrontational

Identifying Behaviors Indirect –Cautious –Quiet –Reserved –Patient –Diplomatic –Understated

Personalities & Behaviors Form The Platinum Grid Guarded Open DirectIndirect Socializer Relater Thinker Director

The Director Direct and guarded A natural leader – in control, drive to win and achieve Greatest failing: how they treat others Greatest fear: being too soft Great asset – makes things happen Directors could improve relationships by being more sensitive, patient, and showing concern.

The Thinker Indirect and guarded Systematic, analytical, orderly & serious Great problem solver Likes structure, doesn’t like surprises Great failing: being too critical Greatest fear: irrationality, and sometimes logic, gets in the way of humanity Greatest asset: being right, getting the job done with plenty of follow-through Thinkers can improve their world by becoming more flexible.

The Relater Indirect and open Earnest, methodical & thorough Likes predictable routines, stability Good listener, warm & friendly relationship with co- workers Rises thru the ranks because they are well-liked Does not like conflict or aggressive behavior Greatest failing: timidity, does not like making decisions Great fear: change Greatest strength: easy to get along with; persistent in achieving goals Relaters could benefit from learning to just say “no” and becoming less sensitive to the feelings of others

The Socializer Direct and open Motivated by need for approval Chatty, jovial, playful, fun-loving Enjoyable to be around Likes to talk about themselves Greatest failing: can be erratic Greatest fear: rejection Greatest strength: fun A socializer could benefit from backing off, getting emotions under control, and get organized.

Effectively Dealing With Each Personality Type Interpret what you observe –Behavior –Environment Ask yourself two questions: –Are they more direct or indirect? –Are they more open or guarded?

Effectively Dealing With a Director Very business-like setting No warmth, only place to sit is in front of the person Desk is neatly piled with work How is their behavior? Effective Dealings: Get to the Point Not the time for personal stories or jokes Direct the conversation toward a goal

Effectively Dealing With a Socializer Very outgoing, chatty, engages you Warm office, a bit unorganized Lots of group pictures – they’re in them! How is their behavior? Effective Dealings: Affirmation of their role Personal attention Provide focus and organization

Effectively Dealing With a Relater Quiet, shy, thorough and methodical Likes routine and stability Easy to get along with; friendly relationships Doesn’t like making decisions Doesn’t like change Effective Dealings: Assure minimal risk Slower pace Provide encouragement Warm and friendly

Effectively Dealing With a Thinker Orderly, serious and critical Analytical and systematic Likes structure, doesn’t like surprises Like to work by himself in a world of logic and order Seems cold and distant Effective Dealings: Provide lists Factual, solid evidence Be well-prepared, thorough

Your Selling Approach People buy when they’re understood – give them what they want –Director wants control –Socializer wants recognition or excitement –Relater wants support –Thinkers wants facts/reasoning based decisions

Your Selling Approach, cont’d Five Basic Steps –Contact High developed sense of personality style –Explore Find the customers problems, provide solutions –Collaborate Match the customers needs to your solutions –Commit Closing the sales; build a long-term relationship –Assure Maintain contact after the sale

Summary The Platinum Rule –Helps to achieve success –Feel less stressful People prefer working with those they like People prefer working with those who understand their needs Exercise the Platinum Rule principles and treat others how they want to be treated