Presents
Broadening and Enhancing Relationships
© the Leadership Difference, Inc. 2011
GOAMPI Peak Performance Series
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
1
Learning Objectives
Enhanced communication with our
customers and each other
Identify and appreciate diverse
styles
Develop techniques for adjusting
our communication style as the
situation requires
Have fun!
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
2
Metacognition
=
the process of
thinking about how
you think
Experiences
Schemas
Values
Schemas are ways we
organize ideas and
thoughts
Individual Interpreted Reality
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
3
What is Interactive Style?
• Cornerstone of the work of Carl Jung
• Compilation of several theories on human interaction
• Establishes the basis of rapport building by providing shared schemas
among humanity
• There are four primary interactive tools
• Each of us has a preferred and a secondary tool
• This combination contributes to our communication style
• Communication and rapport are the cornerstone of Team Performance
• The assessment
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
4
The Styles
• The Romantics
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
5
The Styles
• The Romantics
• The Warriors
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
6
The Styles
• The Romantics
• The Warriors
• The Experts
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
7
The Styles
• The Romantics
• The Warriors
• The Experts
• The Masterminds
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
8
Romantics Versus Warriors
• Emotional sensitivity versus logical sensitivity
• Indirect communication versus direct communication
• Honor bar versus aggressive negotiators
• Large CTL container/small spoon vs. small CTL
container/large spoon
• Intrinsic need = praise vs. intrinsic need =
independence
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
9
Experts Versus Masterminds
• Factual sensitivity versus conceptual sensitivity
• Details versus “Big Picture”
• Cautious versus risk taker
• Linear thinker versus systemic thinker
• Intrinsic need = security versus intrinsic need =
excitement
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
10
Presents
Broadening and Enhancing Relationships
© the Leadership Difference, Inc. 2011
GOAMPI Peak Performance Series
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
11
Learning Objectives
Enhanced communication with
each other
Identify and appreciate diverse
styles
Develop techniques for adjusting
our communication style as the
situation requires
Have fun!
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
12
Metacognition
=
the process of
thinking about how
you think
Experiences
Schemas
Values
Schemas are ways we
organize ideas and
thoughts
Individual Interpreted Reality
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
13
Styles and Selling
Style
Value
Buy Because…
Romantic
Relationships
They have a sales
professional they like
who provides personal
service
Warrior
Results
They will get an efficient
outcome and well
negotiated deal
Expert
Consistency
Product/Service reduces
mistakes and is tried and
true
Mastermind
Innovation
It provides them with a
customizable and cutting
edge experience
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
14
Styles and Leadership
Style
Intrinsic Need
Motivated by
Romantic
Appreciation
A leader who cares
about them and praises
their work
Warrior
Independence
A leader who gives them
space and rewards their
accomplishments
Expert
Security
A leader who provides
structure, details and
consistency
Mastermind
Options
A leader who is creative,
enthusiastic and assigns
special projects
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
15
Romantics Value Relationships
Behavioral Cues
Adjustments
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
4/13/2015
Easy smile
Engages in small talk
Personable
Takes interest in you
Tactful and diplomatic
Most accessible
Loyal
Keeps promises
Likes consensus
Smile
Use their name
Do not rush to transaction
Ask lots of open ended questions
Get to know them personally
Update them frequently
Keep your promises
Respect their feelings
Be diplomatic
Be likable
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
16
The Romantics
The Best Friend (Jennifer Aniston/Ryan Reynolds)
The Love Interest (Drew Barrymore/Hugh Grant)
The Crusader (Jennifer Garner/Hugh Jackman)
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
17
Warriors Value Results
Behavioral Cues
Adjustments
•
•
•
•
•
• Show value quickly
• Funnel toward closed ended
questions
• Get to the point
• Don’t waste their time
• Be prepared to negotiate
• Be confident
• Explain value without unnecessary
details
• Ask for referrals
• Cite examples of success
•
•
•
•
•
4/13/2015
Direct
Intense
Offers short answers
Want to be “bottom lined”
Not interested in unnecessary
details or stories
Great source of referrals
Values status and deals
Impatient/Decisive
Competitive
May display evidence of status
(watch, car, clothes)
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
18
The Warriors
• The Hired Gun (Demi Moore/Clive Owen)
• The Sage (Judi Dench/Gene Hackman)
• The Power Broker (Sigourney Weaver/Al Pacino)
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
19
Experts Value Reliability
Behavioral Cues
Adjustments
•
•
•
•
•
•
•
•
• Know your stuff
• Answer all questions accurately
• Admit when you do not know an
answer
• Expect a long sales cycle, don’t give
up
• Minimize their risk
• Be thorough
• Keep all promises, appointments,
etc.
• Focus on heritage and reliability
4/13/2015
Detailed and thorough
Educated (researched)
Lots of questions
Conservative
Risk avoidant
Long sales cycle
Technical/Process approach
Respectful of procedures and
politics
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
20
The Experts
The Voice of Reason (Gwyneth Paltrow/Tom Hanks)
The Specialist (Jody Foster/Samuel L. Jackson)
The Detective (Gillian Anderson/Kevin Kline)
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
21
Masterminds Value Innovation
Behavioral Cues
Adjustments
•
•
•
•
•
• Be enthusiastic
• Introduce unusual options or
processes
• Expand them beyond their stated
interest
• Close aggressively
• Indulge them while they consider
many options
• Help them eliminate options
• Endorse their creativity while
protecting them from chaos
Creative
Systemic Minds
Bore easily
Risk acceptance
Like new, innovative,
unconventional
• Impulsive but elusive
• Short sales cycle
• Unusual approach
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
22
The Masterminds
The Social Reformer (Meryl Streep/Denzel Washington)
The Adventurer (Rachel Weisz/Harrison Ford)
The Eccentric (Angelina Jolie/John Malkovich)
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
23
Contact Dave
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dave@theleadershipdifference.com
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4/13/2015
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407-929-9521
24
The Romantics
• Trust their feelings (gut reaction) about situations and
people
• Sometimes value others above themselves
• React strongly to emotion
• Have a need to feel committed to another person idea
or cause
• Consider the impact of their actions on others
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
25
The Romantics
• Value harmony among people with whom they
interact
• Show appreciation of others easily and respond to
praise
• Recognize the importance of tact
• Have a strong desire to make a contribution
• The respond best to salespeople and customer service
providers who are likable
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
26
Recognizing The Romantics
• They are personable and talkative
• May invest time in conversation unrelated to purpose
• Loyal, they will ask for you by name
• Rarely criticize and express anger tactfully
• Quick to praise you
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
27
The Warriors
• Are competitive
• Have a strong desire to improve
• Are analytical
• Value logic, justice and fairness
• Consider truth more important than tact
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
28
The Warriors
• Believe feelings are only valid if they are logical
• Are often seen as driven or extremely goal oriented
• Focus on enhancing rather than praising
• Seem always to have a plan
• Rarely act without a purpose
• They react best to sales people and customer service
providers who are valuable
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
29
Recognizing The Warriors
• They get to the point quickly
• May appear more irritated than they are
• Talk fast
• Want an answer immediately
• May expect things to be handled on their terms
• Negotiate aggressively
• Come across as very intelligent
• Not overly friendly, but genial
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
30
The Experts
• Trust what is certain and concrete
• Value realism and common sense
• Like to apply and hone established skills
• Tend to be specific and literal
• Give detailed instructions
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
31
The Experts
• Present information in a step by step manner
• Are focused on the present
• Have great respect for the rules
• Value consistency and reliability
• Respond best to a salesperson or customer service
provider who is knowledgeable
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
32
Recognizing The Experts
• They often have great depth of knowledge about the
process
• If they don’t, they may want to obtain it from you
• Very specific with their questions and requests
• Disappointed if things don’t go exactly as they were told
• May appear stubborn on small issues
• Complete their assignments on time and detailed
• They like appointments for call backs and upcoming
interactions
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
33
The Masterminds
• Trust inspiration and inference
• Value imagination and innovation
• Like to learn new skills and become easily bored with
things they have mastered
• Often use metaphors to explain their ideas
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
34
The Masterminds
• Present information in large chunks or in a
roundabout manner
• Tend to be impractical dreamers
• Can appear to be disorganized and absent minded
• Seek change, take risks and are comfortable in
chaos
• Respond best to a salesperson or customer service
provider who is flexible and innovative
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
35
The Masterminds
• Conversation may go off on other tangents
• They will challenge you to provide options or exceptions
• Often very charming and enthusiastic
• May forget some of the content of previous discussions
• Often use language like “What if” or “Would it be
possible”
• Less specific and more general in their questions and
expectations (Big Picture thinker)
4/13/2015
Dave Mitchell
www.theleadershipdifference.com
407-929-9521
36