BA 234- Business Communications

1. BA 234- Business Communications February 28, 2011

2. Overview for Today Develop results-oriented communication skills for working effectively with different people Define your behavioral preferences Develop skills to held you identify different styles Reflect on the different expectations Adapt the way you work with others

3. Questions What challenges do you face: -Communicating with others? -Building productive relationships at work? What impact do these challenges have on your work and business results? Select one or two relationships you would like to work on during the workshop. Three adjectives that describe you Get prepared to share your answers with the class Please answer the following questions individually

4. Personal Behavioral Style The next page shows 10 groups with 4 descriptive terms each. For each group, decide which term is most applicable to you(4 points) and which is least applicable (1 point). Then decide which word is the next most applicable (3 points) and the next least applicable (2 points). Please note down the points in the column marked . The faster you decide the better. Please answer honestly and don’t try to give a “desirable” answer. How is the questionnaire to be completed? 5 minutes

5. u ¬ ! ! Convincing Risk-taker Self-confident Good listener Analytical Generous Supportive Precise Retiring Motivating Impulsive Target-oriented Loyal Critical Forceful Consistent Harmonious Conscientious Dedicated Gregarious A Decisive Trusting Controlled Assertive B Direct Charming C Accurate Reliable Team-player Independent D Sociable Self-disciplined Patient Demanding Total: 100 Diplomatic Optimistic Enthusiastic Considerate Target-oriented Trusting Personal Behavioral Style

6. Premises of the Model We are creatures of habit. We make judgments about other people. Perception is everything.

7. Definition: Assertiveness The way in which a person is perceived as attempting to influence the thoughts and actions of others

8. Definition: Responsiveness The way in which a person is perceived as expressing feelings when relating to others

9. Task Please add your results to the matrix A = Processor B = Pusher C = Player D = Pleaser

10. Task-oriented Pusher Processor Not very assertive/ Highly assertive/ Pleaser Player People-oriented Personal Behavioral Style The 4P Model People perceive their environment in different ways and tend to respond to it in similarly different ways. Consequently, there are four different behavioral styles: Processor, Pusher, Player and Pleaser.

11. Characteristics of Behavioural Styles The Processor Weaknesses Strengths • Concentrates on important details • Makes decisions in a very structured wayand is more objective than the others • Follows procedures and standards • Is very diplomatic • Tends towards critical thought and asksquestions • Works under controlled conditions • Gets lost in details • Doesn’t like handing in work or delegating • Follows rules/standards too rigidly • Tries to avoid mistakes and hesitant in making decisions • Unwilling to try anything new • Quick to take criticism personally • Cautious in thought and tends towardspessimism Needs • Precise tasks/ job description • Precisely defined performance targets • Enough time to complete tasks • Time for careful planning • Detailed, high-quality work • Requires confirmation and security guarantees • Opportunity for constructive criticism • Specific feedback in relation to the services rendered • Tolerance in tense situations/ conflicts

12. Characteristics of Behavioural Styles The Pusher Strengths Weaknesses • Takes the lead • Sets things moving • Concentrates on immediate results • Makes decisions quickly • Accepts challenges • Questions the status quo • Very solutions-oriented • Insensitive to the feelings of others • Overlooks risks and warning signals • Ignores important details • Causes tension in teams • Takes on too many tasks at once • Demands too much of others • Is over-controlling of others Needs • A strong, extremely influential position • New, different tasks • Difficult tasks • Works independently • Direct answers, fewer discussions • Little control or monitoring • Possibility of personal success • Challenges and image • Occasional “warning shots across the bow” • Opportunity for practical experience

13. Characteristics of Behavioural Styles The Player Strengths Weaknesses • Very gregarious and like to entertain others • Creates a motivating atmosphere • Exudes optimism and enthusiasm • Likes to be the center of attention • Likes to work in a team • Can express himself clearly • Expresses his feelings to others • Doesn’t think things through to their logical conclusion • Not objective in the decision-making process • Regards opportunities too optimistically • Talks too much and is too impulsive • Tries to do too much at once • Doesn’t like to be alone Needs • Friendly, pleasant surroundings • Freedom from details work and controls • The opportunity to make suggestions • Public recognition of his skills • To be able to advise others • Freedom to express himself • A “roll your sleeves up” attitude

14. Characteristics of Behavioural Styles The Pleaser Strengths Weaknesses • Likes to stay in one location • Communicative, has a calming effect on others • Concentrates on people • Creates a stable environment • Observes accepted procedures • Develops special expertise • Listens attentively and patiently • Rejects changes • Does not meet deadlines under pressure • Too tolerant and considerate • Indecisive, never makes a decision • Puts things off • Often suppresses his own needs Needs • Serious recognition • As little conflict as possible • Fixed, defined tasks • Explanation and preparation of changes • Regulated, ordered procedures • Recognition for work done • Knowledge that he is making an important contribution to team success • Colleagues of similar competence and candor

15. Low level of sensitivity/ sensibility Little emotion/ task-oriented Processor Pusher Distanced and cautious Conscientious and disciplined Wants explanations Asks WHY questions Ambitious and self-confident Impatient and decisive Wants to exercise control Asks WHAT questions Highly assertive/ plenty of energy/ proactive/ extrovert Not very assertive/ not much energy/ reactive/ introverted Calm and patient Friendly and cooperative Wants personal contact Asks HOW questions Emotional and lively Optimistic and erratic Wants excitement Asks WHO questions Pleaser Player High level of sensitivity/ sensibilityLots of emotion/ people-oriented How do I Identify the Behavioral Style?

16. Low level of sensitivity/ sensibility Little emotion/ task-oriented + - + - Processor Pusher Accurate Conscientious Serious Persistent Well-organized Prudent Cautious Critical Moralistic Inflexible Awkward Indecisive Complicated Slow Decisive Independent Practical Definite Efficient Assertive Strong personality Loner Hard Demanding Authoritarian Arrogant Insensitive Highly assertive/ plenty of energy/ proactive/ extrovert Not very assertive/ not much energy/ reactive/ introverted + - + - Patient Respectful Willing Persevering Pleasant Involved Relaxed Hesitant Meek Dependent Accommodating Inflexible Insecure Servile Talkative Inspiring Discerning Enthusiastic Full of energy Convinced Friendly “Never shuts up” Over-dramatic Superficial Undisciplined Theatrical Manipulative Erratic Pleaser Player High level of sensitivity/ sensibilityLots of emotion/ people-oriented How is the Behavioral Style Perceived?

17. GroupTask • Please form homogenous groups (Processor, Pusher, Player and Pleaser). • Your task - describe the special features of your behavioral style: • Describe the strengths of your behavioral style • What are the disadvantages? • What do you need to be successful? (What are your needs?) • Design your t-shirt