The Platinum Rule

1. The Platinum Rule Lori A. Cotillo

2. Today’s Objectives • What is the Platinum Rule? • Review the four basic business personalities • Review the four behaviors • Creating The Platinum Grid • Identify personalities and behaviors and assess best method of dealing with them

3. The Platinum Rule “Do unto others as they would like done unto them.” • Treat them the way they want to be treated! • Build rapport with everyone • Eliminate personality conflicts • Help ensure smooth and effective dealings with others • Learn to understand others

4. How do you know how someone wants to be treated? • Each person has their own habits and point of view • These traits fall into predictable patterns • Behavior styles or personal styles • Identifying personal style • Hand shake • Eye contact • Crisp or chatty on the phone • How is their office decorated?

5. The Effects of Personality Clashes • Destroys teamwork • Shatters morale • Weakens productivity • Prevents good business deals

6. Personality Groups • Director • Thinker • Relater • Socializer

7. Identifying Behaviors • Open • Shares feelings freely • Relaxed and warm • Physical contact • Animated expressions • General enthusiasm and talkativeness

8. Identifying Behaviors • Guarded • Feelings are kept private • Sticks to the facts • Avoids physical contact • Displays formal or distant demeanor

9. Identifying Behaviors • Direct • Solid eye contact • Firm handshake • Emphatic, sometimes confrontational

10. Identifying Behaviors • Indirect • Cautious • Quiet • Reserved • Patient • Diplomatic • Understated

11. Personalities & Behaviors FormThe Platinum Grid Open Socializer Relater Indirect Direct Director Thinker Guarded

12. The Director • Direct and guarded • A natural leader – in control, drive to win and achieve • Greatest failing: how they treat others • Greatest fear: being too soft • Great asset – makes things happen Directors could improve relationships by being more sensitive, patient, and showing concern.

13. The Thinker • Indirect and guarded • Systematic, analytical, orderly & serious • Great problem solver • Likes structure, doesn’t like surprises • Great failing: being too critical • Greatest fear: irrationality, and sometimes logic, gets in the way of humanity • Greatest asset: being right, getting the job done with plenty of follow-through Thinkers can improve their world by becoming more flexible.

14. The Relater • Indirect and open • Earnest, methodical & thorough • Likes predictable routines, stability • Good listener, warm & friendly relationship with co-workers • Rises thru the ranks because they are well-liked • Does not like conflict or aggressive behavior • Greatest failing: timidity, does not like making decisions • Great fear: change • Greatest strength: easy to get along with; persistent in achieving goals Relaters could benefit from learning to just say “no” and becoming less sensitive to the feelings of others

15. The Socializer • Direct and open • Motivated by need for approval • Chatty, jovial, playful, fun-loving • Enjoyable to be around • Likes to talk about themselves • Greatest failing: can be erratic • Greatest fear: rejection • Greatest strength: fun A socializer could benefit from backing off, getting emotions under control, and get organized.

16. Effectively Dealing With Each Personality Type • Interpret what you observe • Behavior • Environment • Ask yourself two questions: • Are they more direct or indirect? • Are they more open or guarded?

17. Effectively Dealing With a Director • Very business-like setting • No warmth, only place to sit is in front of the person • Desk is neatly piled with work • How is their behavior? Effective Dealings: • Get to the Point • Not the time for personal stories or jokes • Direct the conversation toward a goal

18. Effectively Dealing With a Socializer • Very outgoing, chatty, engages you • Warm office, a bit unorganized • Lots of group pictures – they’re in them! • How is their behavior? Effective Dealings: • Affirmation of their role • Personal attention • Provide focus and organization

19. Effectively Dealing With a Relater • Quiet, shy, thorough and methodical • Likes routine and stability • Easy to get along with; friendly relationships • Doesn’t like making decisions • Doesn’t like change Effective Dealings: • Assure minimal risk • Slower pace • Provide encouragement • Warm and friendly

20. Effectively Dealing With a Thinker • Orderly, serious and critical • Analytical and systematic • Likes structure, doesn’t like surprises • Like to work by himself in a world of logic and order • Seems cold and distant Effective Dealings: • Provide lists • Factual, solid evidence • Be well-prepared, thorough

21. Your Selling Approach • People buy when they’re understood – give them what they want • Director wants control • Socializer wants recognition or excitement • Relater wants support • Thinkers wants facts/reasoning based decisions

22. Your Selling Approach, cont’d • Five Basic Steps • Contact • High developed sense of personality style • Explore • Find the customers problems, provide solutions • Collaborate • Match the customers needs to your solutions • Commit • Closing the sales; build a long-term relationship • Assure • Maintain contact after the sale

23. Summary • The Platinum Rule • Helps to achieve success • Feel less stressful • People prefer working with those they like • People prefer working with those who understand their needs • Exercise the Platinum Rule principles and treat others howthey want to be treated