1. Using Communication Styles - Formula for Success San Diego, California Bonnie Burn

2. 2 Plan... Formula for Success Purpose Leverage Communication Style Build upon your Communication Strategies Process Gain Insight & Practical Application Payoff Improved Communications with …. Co-Workers, Boss, Staff Internal Customers & External Customers

3. Training Outline 3 1. DISC Model 2. Your Style 3. All Styles 4. Practice 5. Get Results

4. Training Outline 4 1. DISC Model 2. Your Style 3. All Styles 4. Practice 5. Get Results

5. 5 DISC refers to ? DISC Assessment Based on observable behavior (not personality) Measures Pace (how direct) Measures Priorities (how open) DISC Report includes Graphs Part 1: Understanding your own personal style Part 2: Action Plans for interaction… Team, Internal & External Customers DISC Communication Style Describes how we are “wired” Based on Nature & Nurture You’re OK!

6. 6 IF ….. ??? Try to speak? Why? Don’t want to be _____ American ! Stretch/Flex Native language remains

7. 7 Your Opportunity to Strech Your Opportunity to Stretch

8. 8 Natural Style Graph II D I S C Find Highest Point in Graph II 3. Circle Highest Point Adapting Style Graph I D I S C 1.Go to DISC Report - Page 5 2. Focus on Graph II

9. 9 Back of RoomFront of Room Activity Based on highest point on your Natural Graph II Please go to your side of the room.

10. DISC World Tour - Basic Words & Actions 10

11. Video – Pure Styles (Intro & Goals) 11

12. Training Outline 12 1. DISC Model 2. Your Style 3. All Styles 4. Practice 5. Get Results

13. 13 Energy Line WRITE ON PG 5- STYLE ASSESSMENT NOT SKILL Adapting Style Graph I Natural Style Graph II Snapshot of One Workday 05—01-12 Real You – 24/7 At Work or Home

14. 14 Energy Line = Energized when Assertive. High Intensity = Problem Solve NOW! Strong “D” – your example? ISC Style - High D Problem Solving (Quick) May rush into decision making

15. 15 Style - Low D Problem Solving (Cautious) Thinks before deciding on a solution Reflects before selecting a conclusion. Priority is to first gather information, then determine best options. Can develop SKILL to make quick decisions if needed. High Intensity = Problem Solve Now Low Intensity = Process First, then Solve Problem ISC Energy Line = Energized when Assertive.

16. 16 Style - High I People (Expressive) Energy Line = Energized when Interacting. High Intensity = Be out front D SC Strong “I” - your example ? Enthusiasm can overpower

17. 17 Style - Low I People (Reserved) Prefers to be behind the scenes, not center stage. Approaches interactions in a more reserved manner. More apt to observe before engaging in conversation with someone new. Can learn SKILL to be outspoken, speak in front of groups. High Intensity = Be out front Low Intensity = Prefers calm interactions DSC Energy Line = Energized when Interacting.

18. 18 Style - High S Plan (Methodical) DC I Strong “S” - your example? Energy Line = Energized by Planning. High Intensity = Supportive. Orderly plans. May want to keep things status quo

19. 19 Style - Low S Plan (Spontaneous) May have a plan and then quickly changes to a whole new approach. If project is not fun or exciting, may generate new strategies to get themselves motivated. Prefers others do the planning. Can develop SKILL to be organized and follow timelines. High Intensity = Supportive. Orderly plans. Low Intensity = Prefers to be spontaneous, brainstorm lots of ideas. DC I Energy Line = Energized by Planning.

20. 20 Style - High C Procedures (Detailed) DS I Strong “C” - your example? High Intensity = Analyzes, prefers procedures. Energy Line = Energized by Procedures & Details. Can get stuck in the details

21. 21 Style - Low C Procedures (Sees Possibilities) Changes the rules if they don’t seem to fit the situation. Independent. Has a “ Can Do ” attitude. Results don’t always have to be 100%. Can learn the SKILL of doing accurate paperwork. High Intensity = Analyzes, prefers procedures. Low Intensity = Big Picture. Conceptual. DS I Energy Line = Energized by Procedures & Details.

22. Handout - Basic Graph II Explanation

23. 23 Instructions - Basic Graph II Explanation

24. 24 Instructions - Basic Graph II Explanation

25. 25 Based on Graph II - Group Breakdown Sample Participants DISC Grad… Replace with your Group’s Breakdown

26. 26 Explanation – Graph I Different The day you took the assessment, you were flexing, to get the job done.. = Adapting Style Graph I Natural Style Graph II Graphs I & II... Significantly Different? “You’re OK!”

27. 27 = GRAPHS I & II... Similar “You’re OK” Explanation – Graph I Same The day you took the assessment, you were able to communicate in your preferred style. Adapting Style Graph I Natural Style Graph II

28. 28 Your Opportunity to Strech Your Opportunity to Stretch

29. 29 Comparing Graph II “Natural You” with Graph I “Snapshot of 1 Day at Work” Worksheet

30. 30 1.Line-up Energy Lines 2.Starting with Graph II 3.Line-up D point with word 4.Highlight word in green 5.Example - - How to get started - Example “Calculating.” Natural Style Graph II

31. 31 Continue process with I, S, C “Patient” “Arbitrary” Example 1.I point lines-up with 2.S point lines-up with 3.C point lines-up with 4.Connect the highlighted words - “Animated” Natural Style Graph II

32. 32 Graph I - Example “Indirect” “Inspiring” “Risk-taker” “Big-Picture” Adapting Style Graph I 1.D lines up- 2.I lines up- 3.S lines up- 4.C lines up- 5.Highlight word in blue -

33. 33 Graph Gap Analysis - Example “Indirect” 3 1. Starting with green D highlighted word 2. When counting the words from green to blue … to there are 3 down. 3. The #3 is written at bottom of page “3 D goes Down.” 4. Continue same process for I, S, C. (If blue word is above green word, then the # written would be next to the “Goes up” reference.) - “Calculating ” “Calculating.”

34. Training Outline 34 1. DISC Model 2. Your Style 3. All Styles 4. Practice 5. Get Results

35. 35 nteractive Brings a sense of enthusiasm Easily negotiates conflicts between teams ominant Asks questions that challenge tradition Works quickly to resolve issues teady Excels at calming disagreements Looks for different approaches ompliant Clarifies complex issues Demonstrates technical expertise Strengths They excel at … I

36. 36 nteractive Recognition for skills and insights Power to control own career path ominant Authority equal to responsibility Opportunities to express ideas and opinions teady Sincerity from groups and peers Sufficient time to adjust to change ompliant Tasks completed right first time Projects highly specialized Motivators They tend to prefer… I

37. 37 nteractive Be engaging and fast-paced Provide immediate incentives for them ominant Get to the point quickly; Don’t ramble Be prepared to handle some objections teady Be candid, open and patient Provide assurance on their input and suggestions ompliant Present ideas logically List pros and cons of suggestions you make Communication Tips When communicating with them… I

38. 38 Your Opportunity to Strech Your Opportunity to Stretch

39. 39 Pair & Share – Using your “Summary Style” Share Strengths, Motivators, Communication Tips Similarities? Differences? What did you learn about communicating with your partner?

40. 40 Page 12 of Your Report Style Summary

41. Training Outline 41 1. DISC Model 2. Your Style 3. All Styles 4. Practice 5. Get Results

42. 42 How to Identify Another’s Style Job Aid

43. 43 Job Aid - 4 Basic DISC Styles Job Aid

44. 44 Job Aid - Who is a D ? I? S? C? Job Aid

45. 45 Your Opportunity to Strech Your Opportunity to Stretch

46. Video – The Meeting (Effective Communications) 46

47. What style is Joan? And why? 47 Conversation: Opens with informal message. Example: "What's Up?!" or "What's happening?!" Pace: Spontaneous, speaks rapidly. Example: "I have a great idea for the business, oh, and did you receive my email about my fantastic vacation?“ Tone: Enthusiastic, optimistic, inspirational. Focus: Builds alliances, generates ideas. Talks & Listens in feeling terms. Power Cues: Prestigious awards on wall. Loves to talk on phone. Example: "I just called because I'm bored..."

48. What style is Greg? And why? Conversation: Formal & Factual. Example: "Mr. Hall, where is the justification for your request?“ Pace: Methodical, procedure-driven, analytical. Example: "Please follow the timeline exactly as it is.“ Tone: Business-like, controlled, logical, listens quietly & then asks why. Example: "Our current software is working, why buy the new version?" Focus: Procedures, accuracy, quality. Example: "We will ship the parts when they are correct.“ Power Cues: Spreadsheets, technical manuals, books, reference materials are sequenced.

49. What style is Michael? And why ? Conversation: Opens with a personal greeting. Example: "Hello Susan, how are you today? How are those lovely kids?" Pace: Methodical, Process-driven, Contemplative. Tone: Friendly, Compassionate & Soft-spoken. Focus: Relationships, natural listeners. Example: "Joe, if you need help on that report, just let me know.“ Power Cues: Family photos, mementos, & serene artwork.

50. What style is Susan? And why? Conversation: Charges right into issue. Example: "Market's going down, how are you?“ Pace: Fast & abbreviated. Example: “Ryan? Susan. Bob there?“ Tone: All business, confident, demanding. Focus: Solve problems...quickly! Power Cues: Determine time & place. Example: "I'll call you at 3:00 PM tomorrow."

51. 51

52. 52 DISC - Greeting?BusinessHappy FriendlyFormal - Formatted? Brief Space for Thorough Detailed - Word Choice? Notification PartyProductiveSerious Decoding Emails – Style? Label Indicators & Write Style - Example

53. Training Outline 53 1. DISC Model 2. Your Style 3. All Styles 4. Practice 5. Get Results

54. 54 Your opportunity to stretch

55. Identifying Styles Potential Tension Among Styles See Page 23 Each Quadrant is a Style. -Describes Characteristics -Provides You Tips -(When communicating with them. 55

56. Identifying Styles – On Pg 23, Please write … 1.Pace – Fast (at top of the page) 1. Pace - Cautious (at bottom of the page) 56

57. 2. Priority – Task 2. Priority - People (on the left side) (on the right side) 57 Identifying Styles – On Pg 23, Please write …

58. Potential Areas for Tension D Pace – Fast Priority – Task S Pace - Cautious Priority - People 58

59. Potential Areas for Tension I Pace – Fast Priority - People C Pace – Cautious Priority - Task 59

60. 60 1. Select a co-worker- enhance communications. 2. Determine their style(s) Review CHARACTERISTICS … Pace? Priority? Put by matching “Characteristics” 3.Self-Assess Review Actions under “Do You” Put by Actions you currently do. 4. Put What Actions Will You Take ? – Pg 23? around remaining Actions = Action Plan

61. Summary 61 1. DISC Model 2. Your Style 3. All Styles 4. Practice 5. Get Results

62. Thank You for Coming! Bonnie Burn Master Certified DISC Trainer