social styles of communication - university of...
TRANSCRIPT
Social Styles of Communication
Alan St. John, Director Missouri Training Institute
Robert J. Trulaske, Sr. College of Business
University of Missouri
304 Cornell Hall
Columbia, MO 65211
Mti.missouri.edu
Supervisory Series
Building Effective Relationships.
Your Legal Responsibilities
Communicating Successfully
Leading Teams.
Guiding Conflict Resolution.
Coaching Employees.
2
Complexity of Communication
Say the simple word “oh” to communicate the following:
Surprise.
Understanding.
Anger.
Indecision.
Disappointment.
Pleasure.
Missouri Training Institute
3
Communication and Social Styles
Sender Encodes
Receiver Decodes
http://mti.missouri.edu
4
Missouri Training Institute
Working in Your World
What impact does communication have on your organization?
What challenges do you face in communicating with others?
5
Missouri Training Institute http://mti.missouri.edu
Working in Your World
http://mti.missouri.edu Missouri Training Institute
6
Productivity: Task & Relationship Tension
Task
Tension
Relationship
Tension
Tension
Time
7
Missouri Training Institute http://mti.missouri.edu
Task & Relationship Tension
Unproductive
Zone
Task
Tension
Relationship
Tension
Tension
Time
Productive
Zone
8
Missouri Training Institute http://mti.missouri.edu
Payoff
Improve your communication skills and:
Achieve greater productivity.
Bring better organizational results.
Improve your collaboration.
Increase your personal effectiveness.
9
Missouri Training Institute http://mti.missouri.edu
Purpose of examining Wilson’s Social Styles
To help you identify the style you and others bring to every interaction.
To examine the different styles and what they mean to your workgroup.
To provide you with insights into how to work more effectively with different styles.
10
Missouri Training Institute http://mti.missouri.edu
2 Premises of Wilson’s Social Style
Missouri Training Institute
11
1. People are creatures of habit. What is the purpose of habits?
2. We make judgments about other people’s habits.
Wilson’s Social Style: behavior-based
Missouri Training Institute
12
Behavior
Feelings
Thoughts
Premises of Social Style
Missouri Training Institute
13
Observe Behavior
Draw Conclusions
React Out of Habit
What’s wrong with that?
People have different habits.
We don’t always understand them.
Missouri Training Institute
14
That’s Where Wilson’s Social Style Comes In!
Two Dimensions of Social Style:
Assertiveness
Responsiveness
http://mti.missouri.edu
15
Missouri Training Institute
Dimensions of Social Style
Assertiveness
The way in which a person attempts to influence the
thoughts and actions of others.
Ask-assertive Tell-assertive
http://mti.missouri.edu
16
Missouri Training Institute
Assertiveness
Missouri Training Institute
17
Indirect Approach Direct
Conditional Statements Declarative
More Questions Fewer
Slower Pace Faster
Fewer Interruptions Many
Leans back Body Position Leans forward
Quieter Volume Louder
Less direct Eye Contact More direct
Takes time Decisions Responds quickly
Ask Assertive Tell Assertive
Dimensions of Social Style
Assertiveness Behaviors – Ask or Tell?
Speaks slowly, often pausing.
Shows you the right way, right away.
Speaks quickly and often firmly.
Seldom interrupts.
Seldom uses voice for emphasis.
Often interrupts.
Often uses voice to emphasis.
Appears decisive.
Might appear indecisive.
http://mti.missouri.edu
18
Missouri Training Institute
Responsiveness
Missouri Training Institute
19
The way in which a person is
perceived as expressing
feelings when relating to
others.
Responsiveness
Missouri Training Institute
20
Facts first Focus Relationships first
Fewer, closer to body Gestures More, away from body
Consistent, even Tone Varied
Share few Feelings Share more
Fewer Facial Expressions Many
Objective, logical Decision Making Subjective, intuition
Task Directed People Directed
Dimensions of Social Style
Responsiveness Behaviors – Task or People?
The right solution is one that fits the organization/group.
The right solution is one that works.
Talks more about tasks and facts.
Talks more about people and relationships.
Exposes a narrow range of personal feelings to others.
Exposes a broad range of personal feelings to others.
Uses limited facial expressions.
Uses open facial expressions.
http://mti.missouri.edu
21
Missouri Training Institute
Dimensions of Social Style
Task
People
Tell Ask
22
Missouri Training Institute
Four Social Styles
Missouri Training Institute
23
Analytical Driver
Amiable Expressive
Ask Tell
Task
People
Determine Your Social Style
Take the mini-assessment.
What style are you?
Do you agree?
Missouri Training Institute
24
Effectiveness demands Versatility
Versatility is the ability to adapt your behaviors in order to
meet the concerns & expectations of others in order to
create productive relationships.
25
Missouri Training Institute http://mti.missouri.edu
The Versatile Response
Missouri Training Institute
26
Identify
• Identify the person’s social style.
• “She or he is ….”
Reflect
• Reflect and describe what she or he needs from you.
• “So she or he needs ….”
Modify
• Modify your behaviors to help the person manage his or her stress.
• “Therefore I will ....”
Style Identification Guidelines
Keep it simple; don’t overcomplicate.
Observe behavior; don’t guess.
What are your verbal and non-verbal clues?
Observe one dimension at a time:
Assertiveness: are they asking or telling?
Responsiveness: what do they talk about, people or task?
Missouri Training Institute
27
Analyticals Need
Missouri Training Institute
28
A more formal and structured approach.
Enough time to think things through.
Evidence of how results were achieved.
Clear, logical processes.
Support for their thinking and principles.
Data that aids decision making.
Respect.
Analytical Driver
Amiable Expressive
Drivers Need
Missouri Training Institute
29
A businesslike attitude with a focus on effective problem solving.
Efficient use of time. Evidence of results. Strong business knowledge. Documentation and facts. Clear benefits. Support for their ideas. Options and choices. Control.
Analytical Driver
Amiable Expressive
Expressives Need
Missouri Training Institute
30
More flexible use of time.
Discussions that keep moving and generate ideas.
Others to get to know them as people.
Personal recognition for their ideas and actions.
A collaborative approach.
Not too much detail.
Testimonials as evidence of success.
Recognition.
Analytical Driver
Amiable Expressive
Amiables Need
Missouri Training Institute
31
An open and honest approach.
Time to develop the relationship with others.
Support for feelings.
Assurances.
Others’ involvement in the decision-making process.
Clarity of impact on others.
To know why it’s right.
Approval.
Analytical Driver
Amiable Expressive
Effectiveness demands Versatility
All of us can improve our versatility.
We are all versatile to some degree in our communication with others.
Some are more versatile than others.
Versatility is a choice.
The more versatile we are, the greater our ability to communicate and work effectively with others.
Relationship and task tension will be at more effective levels if we are more versatile.
Missouri Training Institute
32
Social Styles in Combination
Open
Orderly
Patient
Encourages teamwork
Supportive
Energetic
Logical
Creates excitement
Concise
Decisive
Cooperative
Takes charge
Focused
Enthusiastic
Thorough
Maintains standards
33
Bring Strengths/Value to Organization
Social Styles of Communication
Thank you!
Alan St. John Missouri Training Institute
Trulaske College of Business University of Missouri
(573) 882-2864
Missouri Training Institute
34
Social Style Summary
Missouri Training Institute
35
Analytical Amiable Driver Expressive
Primary asset Systematic Supportive Controlling Energizing
Under stress Avoiding Acquiescing Autocratic Attacking
Measure of
personal value
Respect Approval Control Recognition
Needs a climate
that
Describes Processes Responds Collaborates
Let them save Face Relationships Time Effort
Support their Principles and
thinking
Relationships
and feelings
Conclusions and
actions
Vision and
intuition
Social Style Summary
Missouri Training Institute
36
Analytical Amiable Driver Expressive
Make an effort
to be
Accurate Cooperative Efficient Interesting
Stress benefits
that answer
How the
problem is
solved
Why the
solution is the
best
What the
solution will do
Who else has
used the
solution
For decisions,
give them
Evidence and
service
Assurances and
guarantees
Options and
probabilities
Testimony and
incentives
Follow-up with Service Support Results Attention