When Business Relationships Debits and Credits Don’t Equal: The DISC Model

A systematic way of describing an individual’s personal characteristics of behavior.

A universal language of observable human behavior.

A way to better understand ourselves and others.

The DISC Model is

A measure of one’s intelligence.

An indicator of one’s values.

A measurement of skills or experience.

A measurement of education or training.

The DISC Model is not

Everyone can be trained to use it.

It is universal, all people fit into it.

It is neutral.

We all share some of the same characteristics.

DISC Model Attributes

Gaining commitment by blending styles.

Building effective teams.

Resolving and preventing conflicts.

Gaining credibility.

Benefits of Learning and Using DISC

• Dominance (“D” Factor) - How you handle problems and challenges.

• Influence (“I” Factor) - How you handle people and influence others.

• Steadiness (“S” Factor) - How you handle change and pace yourself.

• Compliance (“C” Factor) - How you handle rules and procedures set by others.

Four Dimensions of Normal Behavior

DISC Behavioral Profile

D Style: Dominance / Driver Ambitious Results Oriented Forceful Aggressive, Fast Moving Decisive

I Style: Influence / Interactive Expressive Friendly & Outgoing Charming Stimulating Enthusiastic

DISC Stylesthe manner in which one approaches people, events and situations

S Style: Supportive / Cooperative Amiable & Easy-going Modest Cooperative Systematic Reliable

C Style: Cautious / Analytic

Analytical Deliberative Precise & Factual Logical & Orderly Careful

DISC Styles (continued)

AmbitiousResults OrientedForcefulAggressive, Fast MovingDecisive

Driver Communication StyleDirect Approach, Businesslike

How did they sound?• More forceful tone• More vocal variety• Communicate readily• High volume, fast speech• Challenging intonation

What did you see them do?• Gesture to emphasize points• Display impatience• Fast moving body language• Firm handshake• Good clothing, but functional

What did they say?• State more than ask• Talk more than listen• Make strong statements• Blunt and to the point• Sarcastic Humor• Primarily verbal, not written

ExpressiveFriendly & OutgoingCharmingStimulatingEnthusiastic

Interactive Communication StyleExpressive, Friendly & Open

How did they sound?•Lots of inflection•More pitch variation•More variety in quality•Dramatic•High volume, fast speech

What did you see them do?•Animated facial expressions•Eye contact when listening•Much hand/body movement•Contact oriented•Spontaneous actions•Stylish & Fashionably Dressed

What did they say?•Share personal feelings•Tell stories, anecdotes•Informal speech, digresses•Express opinions•Flexible time perspective •People oriented humor

Amiable & Easy-goingModestCooperativeSystematicReliable

Supporter Communication StyleIndirect Approach, Relaxed &

Cooperative

How did they sound?•Supporter, even delivery•Less forceful tone•Lower, quieter volume•Slower rate of speech

What did you see them do?•Exhibit Supporter, patient demeanor•Intermittent eye contact•Gentle handshake•Slower moving body language•Capitulate when challenged--keep peace•Dress code at most casual attire

What did they say?•Ask more than state•Listen more than talk•Reserve opinions•Less verbal communication•Family oriented humor

AnalyticalDeliberativePrecise & FactualLogical & OrderlyCareful

Cautious Communication StyleIndirect, Emotional Master, Task Oriented

How did they sound?•Little inflection•Few pitch variations•Less quality variety•Supporter, monotone delivery•Lower volume

What did you see them do?•Few facial expressions•Non-contact oriented•Few gestures•Slower moving•Conservative attire

What did they say?•Fact & task-oriented•Limited sharing of feelings•More formal & proper•Focused conversation•Dry Humor, Surprises of Wit•Less verbal, more written

High D’s see themselves as:

Driving

Pioneering

Aggressive

Assertive

Competitive

Positive

Decisive

Independent

Efficient

Practical

High I’s see themselves as:StimulatingEnthusiasticOutgoingOptimisticDramaticCharismaticGregariousPersuasiveConfidentTrusting

Other Styles see High I’sSelf-PromotingImpulsiveSuperficialUnrealisticPoor ListenerConceitedGlibManipulativeSelf-CenteredNaive

Per

cept

ual L

ens

Intention Impact

Other Styles see High D’sDictatorialArrogantBelligerentDemandingNervyHarshPushyDominatingHastySevere

Per

cept

ual L

ens

Intention Impact

High S’s see themselves as:Easy-GoingAccommodatingSupportiveWillingDependableReliableAgreeableCalmWarmPatientPersistent

Other Styles see High S’sLackadaisicalIndifferentPossessiveUnimaginativePloddingComplacentNon-demonstrativeSmugOverly-lenientApatheticSlow

Perc

eptu

al L

ens

Intention Impact High C’s see themselves as:

PreciseThoroughSystematicAdaptableAgreeableWell-preparedOrderlyAccurateCarefulLogical

Other Styles see High C’sNit-pickyObsessiveCompulsiveWeak/dependentIndecisiveAnalysis paralysisToo cautiousWorrisomeLack SpontaneityDetached

Perc

eptu

al L

ens

Intention Impact

Dominance / DriverInfluence / Interaction

Cautious / Analytical Supportive / Cooperative

Perceptual Reality DISC Style Intent Versus Impact

Understand each employee’s style.

Learn how to best relate to that style.

Understand how different styles learn, adapt, and accept change.

How to motivate employees.

DISC Model:Managerial Benefits

Personnel Productivity Leveraging DISC Styles for High Performance

• Create job benchmarks for each position

• Define style traits that will lead to success.

• Hire individual who demonstrates required style traits.

• Redeploy mismatched employees.

Insight to target client’s style.

Ability to speak into target client’s listening.

Improve customer service.

Precise solution presentation.

DISC Model:Business Development Benefits

Typical CPA is a High “C”.

Typical entrepreneur is a High “D”.

How do you bridge the two styles?

Business Development:CPA Pursuit of Entrepreneurs

High D’s see themselves as:

Driving

Pioneering

Aggressive

Assertive

Competitive

Positive

Decisive

Independent

Efficient

Practical

High I’s see themselves as:StimulatingEnthusiasticOutgoingOptimisticDramaticCharismaticGregariousPersuasiveConfidentTrusting

Other Styles see High I’sSelf-PromotingImpulsiveSuperficialUnrealisticPoor ListenerConceitedGlibManipulativeSelf-CenteredNaive

Per

cept

ual L

ens

Intention Impact

Other Styles see High D’sDictatorialArrogantBelligerentDemandingNervyHarshPushyDominatingHastySevere

Per

cept

ual L

ens

Intention Impact

High S’s see themselves as:Easy-GoingAccommodatingSupportiveWillingDependableReliableAgreeableCalmWarmPatientPersistent

Other Styles see High S’sLackadaisicalIndifferentPossessiveUnimaginativePloddingComplacentNon-demonstrativeSmugOverly-lenientApatheticSlow

Perc

eptu

al L

ens

Intention Impact High C’s see themselves as:

PreciseThoroughSystematicAdaptableAgreeableWell-preparedOrderlyAccurateCarefulLogical

Other Styles see High C’sNit-pickyObsessiveCompulsiveWeak/dependentIndecisiveAnalysis paralysisToo cautiousWorrisomeLack SpontaneityDetached

Perc

eptu

al L

ens

Intention Impact

Dominance / DriverInfluence / Interaction

Cautious / Analytical Supportive / Cooperative

Business Development Navigating DISC Styles for Client Acquisition

To be more effective C’s need to: Develop a tolerance for conflict and avoid Win/Lose

thinking.

Be brief and substantive.

Learn to “see the forest from the trees” and express verbally.

Don’t inundate with lots of facts and figures.

Start conversation with business, minimize chatting.

Ask questions, they will tell you what they want.

Emphasize results and the bottom line.

Demonstrate competence.

Business Development: Bridging the “C-D” Gap

Deeper understanding of your spouse.

Strengthen bond with siblings.

Increase communication with neighbors.

Personal Use of DISC Model