4. Sales Training - Communication Styles

COMMUNICATION STYLES: MANAGING THE RELATIONSHIP PROCESS DR EARL STEVENS, OCTOBER 2009 : 

COMMUNICATION STYLES: MANAGING THE RELATIONSHIP PROCESS DR EARL STEVENS, OCTOBER 2009 4. Sales Training 10/08/2011 1

Communication Style Principles: 

Communication Style Principles Individual differences exist and are important. Individual differences tend to be stable. There is a finite number of styles. Everyone makes judgments about people based on communication style. 10/08/2011 2

Dominance continuum: 

Dominance continuum 10/08/2011 3 Low High

Sociability Continuum: 

Sociability Continuum 10/08/2011 4 Low High

Dominance Indicator: 

I Perceive Myself As Somewhat Cooperative Competitive Submissive Authoritative Accommodating Domineering Hesitant Decisive Reserved Outgoing Compromising Insistent Cautious Risk-taking Patient Hurried Complacent Influential Quiet Talkative Shy Bold Supportive Demanding Relaxed Tense Restrained Assertive Dominance Indicator 10/08/2011 5

Sociability Indicator: 

I Perceive Myself As Somewhat Disciplined Easygoing Controlled Expressive Serious Lighthearted Methodical Unstructured Calculating Spontaneous Guarded Open Stalwart Humorous Aloof Friendly Formal Casual Reserved Attention-seeking Cautious Carefree Conforming Unconventional Reticent Dramatic Restrained Impulsive Sociability Indicator 10/08/2011 6

Communication Style Classification: 

High dominance High sociability Low dominance Low sociability Communication Style Classification 10/08/2011 7

The Emotive Style: 

The Emotive Style 10/08/2011 8 High dominance High sociability Low dominance Low sociability Emotive

Emotive Person: 

Emotive Person Appears quite active Takes the social initiative in most cases Likes to encourage informality Expresses emotional opinions 10/08/2011 9

The Director Style: 

High dominance High sociability Low dominance Low sociability Emotive Director The Director Style 10/08/2011 10

Director Person: 

Director Person Appears to be quite busy May give the impression of not listening Displays a serious attitude Likes to maintain control 10/08/2011 11

The Reflective Style: 

High dominance High sociability Low dominance Low sociability Emotive Director Reflective The Reflective Style 10/08/2011 12

Reflective Person: 

Reflective Person Controls emotional expression Displays a preference for orderliness Tends to express measured opinions Seems difficult to get to know 10/08/2011 13

The Supportive Style: 

High dominance High sociability Low dominance Low sociability Emotive Director Reflective Supportive The Supportive Style 10/08/2011 14

Supportive Person: 

Supportive Person Gives the appearance of being quiet and reserved Listens attentively to other people Tends to avoid the use of power Makes decisions in a thoughtful and deliberate manner 10/08/2011 15

Emotives in the “Excess Zone”: 

Emotives in the “ Excess Zone ” Express highly emotional opinions Stop listening to the other person Try too hard to promote own point of view Become outspoken to point of being offensive Use exaggerated gestures and facial expressions to make a point 10/08/2011 16

Directors in the “Excess Zone”: 

Directors in the “ Excess Zone ” Get impatient with the other person Become dictatorial and bossy Will not admit being wrong Become extremely competitive Are cold and unfeeling when dealing with people 10/08/2011 17

Reflectives in the “Excess Zone”: 

Reflectives in the “ Excess Zone ” Become stiff and formal during social interactions Are unwilling to make a decision Avoid displaying any type of emotion Display a strong dislike for change Are overly interested in detail 10/08/2011 18

Supportive in the “Excess Zone”: 

Supportive in the “ Excess Zone ” Agree with everyone Are unable to take a strong stand Become overly anxious to win approval of others Try to comfort everyone Constantly seek reassurance 10/08/2011 19

What Style is Your Buyer?: 

High dominance High sociability Low dominance Low sociability Emotive Director Reflective Supportive What Style is Your Buyer? 10/08/2011 20

Communication in Business: 

Communication in Business Good communications are essential within a business if it is to prosper. In any business, the communication of information is an essential part of three key business activities: 10/08/2011 21

Barriers to Communication: 

Barriers to Communication 10/08/2011 22

Overlooked Communications Skills: 

Overlooked Communications Skills According to a UCLA study , the three V ’ s have varying impact: Verbal (content) = 7% Vocal (how you sound) = 38% Visual (body language) = 55% you need sizzle with the content!! Retention we only retain 20% of what you hear but you retain 50% of what we see & hear 10/08/2011 23

Non Verbal Cues can Help “Influence” the Sales Process: 

Non Verbal Cues can Help “ Influence ” the Sales Process 10/08/2011 24

Cues for Sales Success: 

Cues for Sales Success 10/08/2011 25

Relationship Building Keys: 

Relationship Building Keys Challenge is to... Quickly build rapport with new prospects Positive, trustworthy, likeable Transforming personal relationship in business relationship in order to gather information and really understand the customers need and wants Management of relationship Long term Multiple relationship at one time Establish a Relationship Strategy Adapt a win/win philosophy Project a professional image – integrity Practice different communication style Become a problem solver 10/08/2011 26

END: 

END