1. Understanding and Managing Behaviour in the Workplace
CRM Consulting
Understanding and Managing
Behaviour in the Workplace

2. Understanding Behaviour in the Workplace
“We hire people for their technical skills
We fire them for their behavioural faults”
Financial Times

3. Uses of Behavioural Information
Internal/External recruitment
Career management (for the individual)
Succession planning (for the organisation)
Organisation restructuring/planning
Training needs and analysis
Identifying stress and dissonance
Team building
Self awareness and personal development
Sales team motivating
Leadership
Motivation
Appraisals
Outplacement
Benchmarking
Performance Management
Strategic Planning
Counselling

4. Profile Factors D - Dominance I - Influence S - Steadiness
C - Conformity

5. D = Dominance Dominating Demanding Driving Direct Self-Starter
Decisive
Forceful
Assertive
Venturesome
Inquisitive
Competitive
Blunt
Loves a challenge. May be considered restless by some. Always ready for competition. When something is at stake, it brings out the best in him/her. Has respect for authority and responsibility.
Aims high and wants his/her authority to be accepted at face value. If challenge is not present, this person may stir up trouble. Will work long hours, especially to overcome tough situations. Very results orientated.

6. The HI-D Manager Competitive Results oriented
Can work under pressure and also apply it
Decisive
Direct and straight forward
Needs to be active
Does not avoid responsibilities
Moves quickly and energetically
Probable Strengths

7. Adjective List High D Low D
Note: * indicates consistent characteristics
High D
Demanding
* Assertive
* Competitive
* Direct
* Driving
* Forceful
* Inquisitive
* Self-starter
Aggressive
Blunt
Daring
Decisive
Dominating
Egocentric
Overbearing
Self-assured
Self-indulging
Venturesome
Low D
* Indecisive
Conservative
* Mild
* Intoxicating
Fearful
* Hesitant
Modest
Humble
Self-sacrificing
Intimidated
Unpretentious
Meek
Unobtrusive
Peaceful
Over-cautious
Timid
Unassuming
Unsure

8. D = Dominance Focus: Power Key Words
Active
Favourable
Antagonistic
Passive
D = Dominance
Focus:
Power
Key Words
(hi): Driving, Competitive, Forceful, Inquisitive, Direct, Self-starter, Assertive
(lo): Mild, Indecisive, Non-demanding, Hesitant
Communicating Style:
Tell
Managerial Style:
Autocratic
Motivators:
Power/control to achieve Tangible Goals
Avoidance Factors:
Failure
Question:
What?
Engages:
Force of Character

9. High Dominance Values to the Organisation
Responds well to a variety of challenges
Good initiator of action
Very results orientated
Makes decisions
Questions the status quo
Reduces costs
Good problem solver
Enjoys responsibility and takes authority
Good trouble shooter
Ventures into the unknown - daring

10. High Dominance Potential Limitations
May overstep prerogatives
Impatient and restless
Inspires fear in others
May listen but doesn’t hear
Blunt and even sarcastic
Insensitive to others feelings
Over-rides people
Inattentive to little things
Initiator not a finisher
Actively avoids routine work
Resists participation as part of a team.

11. I = Influence Self-Promoter Communicative Verbal Affable Charming
Friendly
Positive
Promoter
Optimistic
Persuasive
Influential
Participative
Outgoing, persuasive and gregarious. Usually optimistic and can generally see some good in any situation. Principally interested in people, their problems and their activities. May lose sight of business goals in this respect. People tend to respond to this person naturally.

12. The HI-I Manager Persuasive Poised Optimistic Probable Strengths
Good at motivating others
Self-confident
Enthusiastic
Easy to meet
Friendly and open
Probable Strengths

13. Adjective List High I Low I
Note: * indicates consistent characteristics
High I
* Friendly
* Positive
* Influential
* Persuasive
* Verbal
* Communicative
Charming
Charismatic
Generous
Affable
Sympathetic
Gregarious
Self-promoting
Effusive
Promoter
Participative
Confident
Optimistic
Poised
Trusting
Low I
Withdrawn
* Reflective
* Serious
* Reserved
* Self-conscious
Factual
* Probing
Non-communicative
Aloof
Pessimistic
* Suspicious
Retiring
Irritable
Logical
Non-trusting
Quiet

14. I = Influence Focus: People Key Words
Active
Favourable
Antagonistic
Passive
I = Influence
Focus:
People
Key Words
(hi): Influential, Friendly, Persuasive, Verbal, Communicative, Positive
(lo): Self-conscious, Serious, Reflective, Reserved, Probing, Suspicious
Communicating Style:
Sell
Managerial Style:
Promoter
Motivators:
Recognition and Social Inclusion
Avoidance Factors:
Rejection
Question:
Who?
Engages:
Personality

15. High Influence Values to the Organisation
Good presence
Exhibit poise
Persuasive and influential
Relates well to people
Makes favourable impressions
Generates enthusiasm
Likes contacting people
Motivates people to act
Potentially good presenters
Verbalises articulately
Radiates enthusiasm
Positive and inspiring

16. High Influence Potential Limitations
More focused on popularity than tangible results
Oversells
Acts impulsively - heart over mind
May be inconsistent in conclusions
Makes decisions based on surface analysis
Unrealistic in appraising people
Inattentive to detail
Trusts people indiscriminately
Lacks time discipline
Appears superficial
Struggles with tough people decisions
May lack clear commercial focus

17. S = Steadiness Accommodating Non-Demonstrative Good Listener Amiable
Easy-going
Kind
Persistent
Patient
Deliberate
Industrious
Dependable
Self-Controlled
Sensitive and seeks appreciation. This person can be hurt by others quiet easily. Basically humble, loyal and non-aggressive.
An organised, consistent and reliable performer who is generally systematic and logical in approach. Prefers to plan and think things through and to understand the benefits of any change.

18. The HI-S Manager Reliability Patience Is a good listener Dependability
Well-organised
Finishes what is started
Systematic and logical
Friendly
Predict quality of output
Probable Strengths

19. Adjective List High S Low S
Note: * indicates consistent characteristics
High S
* Deliberate
* Kind
* Dependable
* Good listener
Industrious
* Amiable
Predictable
Lenient
* Persistent
Steady
Passive
Soft-tempered
Accommodating
Serene
Easy-going
Patient
Non-demonstrative
Self-controlled
Relaxed
Low S
* Alert
Energetic
* Demonstrative
* Eager
Adaptable
* Active
Impatient
* Restless
Fault-finding
* Mobile
Fidgety
Anxious
Flexible
Discontented
Dynamic
Impetuous
Impulsive
Opportunist
Restive
Self-critical
Tense

20. S = Steadiness Focus: Peace Key Words
Active
Favourable
Antagonistic
Passive
S = Steadiness
Focus:
Peace
Key Words
(hi): Dependable, Deliberate, Amiable, Good Listener, Kind, Persistent
(lo): Mobile, Alert, Active, Eager, Demonstrative, Restless
Communicating Style:
Listen
Managerial Style:
Procedural
Motivators:
Security
Avoidance Factors:
Insecurity / Change
Question:
Why?
Engages:
Experience

21. High Steadiness Values to the Organisation
Systematic and logical
Organised
Brings order out of chaos
Strong powers of concentration
Reliable and loyal
Patient and deliberate
Develops special skills
Good listeners
Stabilisers excited people
Reflects composure

22. High Steadiness Potential Limitations
Strives to maintain the status quo
Overly deliberate & systematic
Does not look for short cuts
Takes a long time to adjust to change
Has trouble meeting tight deadlines
May lack initiative and imagination
Stubborn and intractable
Frustrates others where quick decisions are required
Inclined to hold grudges
Waits for orders before acting

23. C = Compliance Perfectionist Careful Worrier Logical Conventional
Systematic
Rational
Precise
Disciplined
Accurate
Compliant
Cautious
Usually amiable, easy going and relaxed. Undemonstrative and controlled. Not being explosive and easily triggered, he/she may conceal grievances and be a grudge-holder. Appears contented and relaxed. Patience and deliberateness characterise usual behaviour.

24. The HI-C Manager Precise Attentive to detail Well prepared
Can anticipate problems
Follows through
Plans thoroughly
Deals in facts
Checks and double checks
Probable Strengths

25. Adjective List High C Low C
Note: * indicates consistent characteristics
High C
* Careful
* Perfectionist
* Compliant
* Logical
* Systematic
* Accurate
Predictable
Adaptable
* Precise
Self-effacing
Diplomatic
Rational
Cautious
Overly-dependent
Conservative
Disciplined
Conventional
Open-minded
Evasive
Super-sensitive
Worrier
Low C
* Independent
Obstinate
* Persistent
* Strong-willed
Careless
* Firm
Sarcastic
Immovable
Fearless
Unconventional
Self-righteous
Rebellious
Opinionated
Rigid
* Stubborn
Defiant
Tactless

26. C = Compliance Focus: Policy Key Words
Active
Favourable
Antagonistic
Passive
C = Compliance
Focus:
Policy
Key Words
(hi): Careful, Compliant, Precise, Logical, Perfectionist, Systematic, Accurate
(lo): Firm, Persistent, Stubborn, Independent, Strong-willed
Communicating Style:
Write
Managerial Style:
Rule enforcement
Motivators:
Job Specification and Rules
Avoidance Factors:
Conflict
Question:
How?
Engages:
Know-how

27. High Compliance Values to the Organisation
Strong desire for accuracy
Adheres to rules and procedures
Avoids problems and hassle
Concentrates on detail
Controls quality
Analyses & uses information well
Brings reality to situations & ideas
Good controller of information
Relates to performance standards
Diplomatic with people
Operates well in controlled circumstances

28. High Compliance Potential Limitations
Overly detailed at times
Overly anxious about criticism
Critical of others
Cautious and non-trusting
Slow in making decisions
Hesitates to act without precedent
Bound by rules and procedures
Not good at delegating
Defensive when threatened
Wants full explanations before changes are made
Frustrates those needing quick decisions

29. Profile Factors Quick Reference
Dominance
Motivator:
Power/Control
Avoidance Factors:
Failure
Management Style:
Autocratic
Value:
Directing for tangible results
Communication:
Tell
Focus:
Power

30. Profile Factors Quick Reference
Influence
Motivator:
Recognition
Avoidance Factors:
Rejection
Management Style:
Promoter
Value:
Leading by working with and through people
Communication:
Sell
Focus:
People

31. Profile Factors Quick Reference
Steadiness
Motivator:
Security
Avoidance Factors:
Insecurity/Change
Management Style:
Procedural
Value:
Administration, Services, Support, Specialising
Communication:
Listen
Focus:
Pace

32. Profile Factors Quick Reference
Compliance
Motivator:
Standard Operating Procedures
Avoidance Factors:
Conflict/Trouble
Management Style:
Rule enforcement
Value:
Technical, Quality
Communication:
Writing
Focus:
Policy

33. Recognising and Managing DISC Characteristics in the Workplace