Communication Style
Adapted from Communication Style Inventory: A Communication Preference Self-Assessment Tool, by Kenneth R.
Phillips, Phillips Associates, 2003. Arrangement and modifications copyright by Gay Wakefield, 1997-2004.
Communication Situations
– Effective Communication enhances interpersonal relationsh
– Understanding how you communicate in a situation is the 1
– In every interpersonal interaction situation, Communication
• Concern for self
• Concern for others
Adapted from Communication Style Inventory: A Communication Preference Self-Assessment Tool, by Kenneth R.
Phillips, Phillips Associates, 2003. Arrangement and modifications copyright by Gay Wakefield, 1997-2004.
Concern for Self
Definition:
• Willingness to assert your own wants, desires,
• Extent to which you attempt to get them met or
• Another way to describe this variable is “courag
Adapted from Communication Style Inventory: A Communication Preference Self-Assessment Tool, by Kenneth R.
Phillips, Phillips Associates, 2003. Arrangement and modifications copyright by Gay Wakefield, 1997-2004.
Concern for Others
Definition:
• Willingness to listen to the wants, desires, thou
• Extent to which you attempt to meet or satisfy o
• Another way of describing this variable is “cons
Adapted from Communication Style Inventory: A Communication Preference Self-Assessment Tool, by Kenneth R.
Phillips, Phillips Associates, 2003. Arrangement and modifications copyright by Gay Wakefield, 1997-2004.
Communication Styles Matrix
• One quadrant
represents
low concern
for self and
low concern
for others.
High
Low/Low
Low
Concern for Others
High
Adapted from Communication Style Inventory: A Communication Preference Self-Assessment Tool, by Kenneth R.
Phillips, Phillips Associates, 2003. Arrangement and modifications copyright by Gay Wakefield, 1997-2004.
Communication Styles Matrix
• Another
quadrant
represents
low concern
for self and
high concern
for others.
High
Low/Low
Low
Low/High
Concern for Others
High
Adapted from Communication Style Inventory: A Communication Preference Self-Assessment Tool, by Kenneth R.
Phillips, Phillips Associates, 2003. Arrangement and modifications copyright by Gay Wakefield, 1997-2004.
Communication Styles Matrix
• The next
quadrant
represents
high concern
for self and
low concern
for others.
High
High/Low
Low/Low
Low
Low/High
Concern for Others
High
Adapted from Communication Style Inventory: A Communication Preference Self-Assessment Tool, by Kenneth R.
Phillips, Phillips Associates, 2003. Arrangement and modifications copyright by Gay Wakefield, 1997-2004.
Communication Styles Matrix
High
Low
High/Low
High/High
Low/Low
Low/High
Concern for Others
• The remaining
quadrant
represents
high concern
for self and
high concern
for others.
High
Adapted from Communication Style Inventory: A Communication Preference Self-Assessment Tool, by Kenneth R.
Phillips, Phillips Associates, 2003. Arrangement and modifications copyright by Gay Wakefield, 1997-2004.
Communication Styles Matrix
High
Low
AGGRESSIVE
COLLABORATIVE
High/Low
High/High
AVOIDING
ACCOMMODATING
Low/Low
Low/High
Concern for Others
• Each quadrant
represents one
of four styles.
High
Adapted from Communication Style Inventory: A Communication Preference Self-Assessment Tool, by Kenneth R.
Phillips, Phillips Associates, 2003. Arrangement and modifications copyright by Gay Wakefield, 1997-2004.
Communication Styles Matrix
High
AGGRESSIVE
I win/You lose
High/Low
AVOIDING
I lose/You lose
Low/Low
Low
COLLABORATIVE
I win/You win
High/High
ACCOMMODATING
• Each style’s
approach sets up a
situation leading to
differing results …
• and some results
are more productive
than others.
I lose/You win
Low/High
Concern for Others
High
Adapted from Communication Style Inventory: A Communication Preference Self-Assessment Tool, by Kenneth R.
Phillips, Phillips Associates, 2003. Arrangement and modifications copyright by Gay Wakefield, 1997-2004.
The Avoiding Style
– May be described as …
• Unwilling to confront unpleasant issues,
• Wanting to keep the peace,
• Uncomfortable sharing desires and needs with
others,
• Passive/aggressive.
– Characteristics may include …
•
•
•
•
Agreeing to requests, but not following through,
Withholding important information,
Withdrawing from a difficult situation,
Speaking softly.
Adapted from Communication Style Inventory: A Communication Preference Self-Assessment Tool, by Kenneth R.
Phillips, Phillips Associates, 2003. Arrangement and modifications copyright by Gay Wakefield, 1997-2004.
The Avoiding Style
– Results may include …
• Not getting own needs met,
• Having to explain failure to follow through,
• Feeling a lack of control
– Others may respond with …
• Lack of trust
• Frustration
– Try these tactics to deal with avoiders:
• Reward them for initiating difficult discussions
• Set specific due dates
• Bring up potential issues before they “fester”
Adapted from Communication Style Inventory: A Communication Preference Self-Assessment Tool, by Kenneth R.
Phillips, Phillips Associates, 2003. Arrangement and modifications copyright by Gay Wakefield, 1997-2004.
The Accommodating Style
– May be described as …
• Sacrificing or overdoing for others,
• Letting others have their way without expressing
disagreement,
• Sidestepping issues,
• Unwilling to advocate own desires.
– Characteristics may include …
• Yielding to another’s point of view when you
believe otherwise,
• Allowing others to make decisions for them,
• Speaking tentatively,
• Avoiding discussions about the “real” issue.
Adapted from Communication Style Inventory: A Communication Preference Self-Assessment Tool, by Kenneth R.
Phillips, Phillips Associates, 2003. Arrangement and modifications copyright by Gay Wakefield, 1997-2004.
The Accommodating Style
– Feeling angry or frustrated for not stating
opinions or feelings,
• Failing to achieve own goals,
• Experiencing resentment,
• Giving more than they receive
– Others may respond with …
• Manipulation, Contempt, Anger, Guilt.
– Try these tactics with accommodators:
• Clarify that disagreement can help relationships
• Encourage assertive behavior from them
Adapted from Communication Style Inventory: A Communication Preference Self-Assessment Tool, by Kenneth R.
Phillips, Phillips Associates, 2003. Arrangement and modifications copyright by Gay Wakefield, 1997-2004.
The Aggressive Style
– May be described as …
•
•
•
•
Commanding,
Critical,
Controlling,
Uninterested in others’ perspectives.
– Characteristics may include …
•
•
•
•
•
•
Attempting to defeat the other person,
Blaming,
Interrupting others,
Using judgmental statements,
Speaking loudly
Talking past the “real” issue.
Adapted from Communication Style Inventory: A Communication Preference Self-Assessment Tool, by Kenneth R.
Phillips, Phillips Associates, 2003. Arrangement and modifications copyright by Gay Wakefield, 1997-2004.
The Aggressive Style
– Results may include …
• Getting what they want at others’ expense
• Jeopardizing relationships
– Others may respond with …
•
•
•
•
Humiliation,
Defensiveness,
Vengefulness,
Avoidance of the aggressor
– Try these tactics with aggressors:
• Use strong assertiveness skills
• Plan and practice what to say in advance.
Adapted from Communication Style Inventory: A Communication Preference Self-Assessment Tool, by Kenneth R.
Phillips, Phillips Associates, 2003. Arrangement and modifications copyright by Gay Wakefield, 1997-2004.
The Collaborative Style
– May be described as …
•
•
•
•
•
Focusing equally on what they and others want,
Smoothing rough situations,
Seeking common ground,
Generating creative results,
Easy to work for and with.
– Characteristics may include …
•
•
•
•
•
Conversational tone and volume,
Focus on the “real” issues,
Concern for feelings and opinions,
Spontaneous responses,
Exploring misunderstanding to find basis for
mutual understanding
Adapted from Communication Style Inventory: A Communication Preference Self-Assessment Tool, by Kenneth R.
Phillips, Phillips Associates, 2003. Arrangement and modifications copyright by Gay Wakefield, 1997-2004.
The Collaborative Style
– Results may include …
• Positive feelings about individuals and interactions,
• Greater self-confidence and self-control,
• Synergy and competitive advantage.
– Others may respond with …
• Trust and freedom to express opinions and desires,
• Feelings of affirmation, positivity about the results
– Try these tactics with collaborators:
• Assume mutual regard and a positive outcome
• Treat them the way they treat you in discussion:
• Don’t interrupt, respectfully share feelings and opinions
Adapted from Communication Style Inventory: A Communication Preference Self-Assessment Tool, by Kenneth R.
Phillips, Phillips Associates, 2003. Arrangement and modifications copyright by Gay Wakefield, 1997-2004.
Communication Styles
• Most people have dominant and supportive
communication styles.
– If your dominant style is not working, you will likely
switch to your supportive style(s) in an attempt to
accomplish your objective.
– Your current dominant and supportive styles are
comfortable because you learned them during
childhood.
• But your dominant and supportive
communication styles may or may not be the
best in business settings
Adapted from Communication Style Inventory: A Communication Preference Self-Assessment Tool, by Kenneth R.
Phillips, Phillips Associates, 2003. Arrangement and modifications copyright by Gay Wakefield, 1997-2004.
The Collaborative Style
• Strong business communicators use a
collaborative style. WHY?
• Business results are produced with and
through others, requiring a Win/Win
approach. Therefore …
– If your dominant style is not collaborative, you
need to adapt interaction strategies to achieve
more success with others.
Adapted from Communication Style Inventory: A Communication Preference Self-Assessment Tool, by Kenneth R.
Phillips, Phillips Associates, 2003. Arrangement and modifications copyright by Gay Wakefield, 1997-2004.
Build Your Collaborative Style
– How can you be more collaborative?
• Use respectful vocal tones and phrasing.
• Identify areas of confusion, then clarify meaning
– Listen Attentively
•
•
•
•
Do not interrupt others; hear them out.
Listen for meaning and emotion.
Rephrase what you think you’ve heard.
Ask nonthreatening, clarifying questions.
Adapted from Communication Style Inventory: A Communication Preference Self-Assessment Tool, by Kenneth R.
Phillips, Phillips Associates, 2003. Arrangement and modifications copyright by Gay Wakefield, 1997-2004.
Build Your Collaborative Style
– Communicate nonverbally
•
•
•
•
•
•
Welcoming gestures
Leaning forward
Direct eye contact
Conversational tone
Relaxed posture
Friendly smiles
– Remember: How it’s said communicates
more than what is said
Adapted from Communication Style Inventory: A Communication Preference Self-Assessment Tool, by Kenneth R.
Phillips, Phillips Associates, 2003. Arrangement and modifications copyright by Gay Wakefield, 1997-2004.
Build Your Collaborative Style
– Interact openly
•
•
•
•
Focus on the meaning behind the words.
Be polite.
Keep an open mind.
Tactfully share your perspectives with others.
– Visualize being collaborative
• Picture collaborative behaviors.
• Imagine how it feels to collaborate.
• Envision positive results to collaboration.
Adapted from Communication Style Inventory: A Communication Preference Self-Assessment Tool, by Kenneth R.
Phillips, Phillips Associates, 2003. Arrangement and modifications copyright by Gay Wakefield, 1997-2004.
Build Your Collaborative Style
– Ask for feedback to check progress of
collaboration
– Set communication development goals
• Take assertiveness and listening skills training.
• Learn to deal with other cultures.
• Continuously work on improvement.
Adapted from Communication Style Inventory: A Communication Preference Self-Assessment Tool, by Kenneth R.
Phillips, Phillips Associates, 2003. Arrangement and modifications copyright by Gay Wakefield, 1997-2004.
Keep Your Eye on the Goal
High
AGGRESSIVE
I win/You lose
High/Low
AVOIDING
I lose/You lose
Low/Low
Low
COLLABORATIVE
I win/You win
High/High
ACCOMMODATING
I lose/You win
Low/High
Concern for Others
High
Adapted from Communication Style Inventory: A Communication Preference Self-Assessment Tool, by Kenneth R.
Phillips, Phillips Associates, 2003. Arrangement and modifications copyright by Gay Wakefield, 1997-2004.