Communication styles

EFFECTIVE
COMMUNICATION SKILLS

INTRODUCTION
THE COMMUNICATION STYLES MATRIX
DIRECT COMMUNICATION STYLE
SPIRITED COMMUNICATION STYLE
SYSTEMATIC COMMUNICATION STYLE
CONSIDERATE COMMUNICATION STYLE

 Unique style of communicating
 They are -
 Talkative and Extrovert
 Quiet and Reserved
 Outspoken
 Do not share their opinions in public.
 Formal and Direct
 Informal and like to take time getting to the main
point

So how do these
different styles of
communication impact
us in the workplace?

Different
Communication Styles
Barriers
In
Communication Success

 For Example -
 You may feel that someone is being aloof and
cold while they feel that they are being quick and
business-like.
 Or you might feel that someone is being too
analytical and detailed, while they feel that you
aren’t recognizing the importance of the small
things that can make a big difference.

How to
OVERCOME
these
differences/barrie
rs ??

 Learn the basic characteristics of the different
communication styles.
 How they influence the context in which your
communication is happening.
 Learn to understand the other person’s communication
style.
 Learn your audience and what they need in order to
understand your message.
 Encode your message in a way that it becomes more
easy to decode it.
 Helps to deliver the message successfully.

 For Example –
 Imagine that you are in a foreign country.
 You can stumble about, using your own words
for things and trying to communicate.
 Both parties may become frustrated.
 There is very little chance that you will get the
result that you want.
 But if you can speak the language of the person
you want to speak with, suddenly you can
communicate.
 You can ask for what you need.
 Give them the information they need
 Hopefully achieve the result that is the original
aim of your message.
 When you employ this communication tool, you
simply make the choice to communicate to your
audience in their native tongue.

 Begin by studying the four basic communication
styles.
 How they relate to each other.
 Identify your own personal communication style.
 What particular barriers you might face when
communicating with the other styles.
 Learn some simple tools you can use to enhance
your communication with others, no matter what
communication style they are.

 It takes some time and practice to learn exactly what will
work in communicating with the people in your work
group.
 First of all, try to recognize the people in your office in
the descriptions of the different communication styles.
 Pay more attention to how they communicate with you as
a sign of their main communication style.
 Remember that not everyone fits neatly into a single
category.

 Some people will bridge more than one style,
depending on with whom they are communicating.
 You may need to do some experimenting to
determine which communication style works best
with them.
 It takes practice for you to become comfortable in
altering your own communication style or methods
in order to best communicate with others.

 You will still be inclined to your natural communication
style, which is to be expected.
 It is easier to alter your style when you have the time to
think about your communication, such as when writing
an email.
 However, over the time, adjusting your communication
style becomes faster and do not require thinking it out
ahead of time.

 Communication style refers to the choices we
tend to make when communicating to others.
 It involves 2 basic dimensions:
 ASSERTIVENESS LEVEL of our communication
 EMOTIVENESS LEVEL of our communication
 We also use different styles depending on with
whom we are communicating.

 There are many different models that describe the ways in
which we communicate.
 But one very useful model is based on the work of
Dr. Eileen Russo.
 Her matrix is displayed in Figure below.
 It shows that there are two different dimensions in
communication styles: the level of expressiveness and the
level of assertiveness.

 Each quadrant in the figure represents a different
communication style.
 People can fall anywhere within each quadrant, becoming
more uniformly one style over the others as they move
further from the center.
 The assertive communication styles tell others what to do
while the less assertive styles ask others what should be
done.
 The more expressive styles show emotion in their face,
speech, and tone while the less expressive styles refrain
from showing it.

 Highly assertive and not expressive.
 Tell others what to do instead of asking others what they
think should be done, They do not easily show emotions
in their communications with others.
 Expedient communication style.
 Appear terse and cold to others, who might take their
style of communicating personally.

 People with direct communication styles are the ‘go-
getters’ in the group.
 They will work hard and fast.
 Allow few questions or distractions.
 These people need to use caution to avoid appearing
dictatorial or cold.
 If you are a direct style, you could probably use some
practice with listening skills.

 Direct communicators will try to tell you as little as
possible before moving on to the next topic – not
because they are trying to be evasive, but because they
are trying to save time.
 They won’t always stop to listen to others, even if
others have something valuable to contribute.
 They may seem impatient and overbearing at times, but
it’s not meant to be personal.
 They are attempting to focus on results rather than
emotions.

 They will speak their minds, even if it could be off-
putting to others.
 Don’t expect them to talk about their personal lives
– they like to keep business and personal issues
separate.
 They don’t back down from conflict, and at times
could be seen as being aggressive rather than
assertive in the way that they express their opinions.

 Tips for Communicating if You Have a Direct Communication Style
1. Make an effort to LISTEN fully to others
2. AVOID interrupting
3. ALLOW TIME for ‘chatting’ at the beginning of a meeting
4. Recognize that others may feel the NEED TO EXPRESS their emotions about
topics
5. Recognize that BRAINSTORMING can be helpful and not just a ‘time waster’
6. Try to COMMUNICATE YOUR EXPECTATIONS for how a meeting will go – the
length of time, the topics to be covered, and the expected results – before a meeting
occurs
7. Take the time to show your APPRECIATION for others’ contributions
8. DON’T USE EMAIL for sensitive or complicated topics
9. Allow time in your schedule for QUESTIONS AND FEEDBACK

 Tips for Communicating with People with a Direct Communication
Style
1. Ask if they have time to talk before jumping in
2. Get to the point quickly – don’t bore them with lots of background information
3. Limit ‘chatting’ or conversation that is off-topic
4. Use short, direct sentences
5. Ask for a specific call to action or make a specific request
6. Do not speak in the abstract
7. Only promise what you are certain you can deliver
8. Don’t give or ask for information about personal issues unless they initiate it

 The first example below shows the type of communication that will
not work with someone who has a direct communication style.
 In this example, Jane is the one with the direct communication style.
 A person with a direct communication style will not necessarily
glean what you want them to do or by when. They will appreciate
the help, but they won’t appreciate the personal references or
information.
Example
Hi Jane,
I heard from Alex that you landed a new large business account yesterday. He said that you
did an excellent job in explaining the company’s benefits to the customer and that you were
very professional.
Alex also said that the customer asked for a quote on a new phone system for his existing
offices. Have you thought about how you will proceed? Let me know if I can help you get the
quote together or if you need any ideas on the configuration. I’d like to get the quote to them
later this week if you think you can manage it. That way we would have a good chance of
getting the order in for this month’s numbers.
Thanks again, and hope you are having a good Tuesday so far!
Anne

 See the difference?
 The first one does eventually get around to the point, but it is too
personal-sounding and doesn’t give a clear request for the direct
person to respond to.
 The second one still communicates approval and makes a request,
but it does so in a much clearer way.
 If it seems curt to you, don’t worry – the direct style person will
appreciate it.
 It’s a perfectly professional communication and there is much less
chance for misunderstanding.
Jane,
Great job on the new account. I’d like to meet for 10-15 minutes tomorrow to discuss strategy
and timing. Please let me know if you’d prefer to meet at 1:00, 1:30, or 2:00 pm.
Thank you,
Anne

 Very interested in the ‘big picture’.
 They are the dreamers, the inventors, and the innovators in the
group.
 Their communication may be full of grand ideas and hyperboles
that tend to be very persuasive to others at first.
 Love to flesh out ideas, brainstorm, and talk about the big
picture – as long as they get to do a lot of the talking!

 Spirited people can have a hard time nailing down the details
in their wonderful ideas.
 They may also have a hard time sticking to an agenda or to
one topic.
 They are not always very good at discussing the details or the
exact steps in the process.
 Both time management and remaining focused are challenges
for this group.
 While they can be very entertaining, getting them to
communicate clearly on specific topics may take the
assistance of someone else to guide them through a
conversation and keep them on track by bringing them back
to the subject at hand.

 Tips for Communicating If You Have a Spirited Communication
Style
1. When considering new ideas to share, also consider whether or not you have
suggestions on HOW TO PUT THOSE IDEAS INTO ACTION
2. RESPECT agreed-upon agendas and time limits when in meetings
3. Try to LIMIT SHARING OF PERSONAL ANECDOTES that take the
group off-topic
4. Make sure to ALLOW OTHERS TO CONTRIBUTE their ideas and
suggestions – and that you are listening
5. Be certain any REQUESTS YOU MAKE ARE CLEAR and that you convey
the reason for asking
6. Communicate your APPRECIATION for others’ work and input

 Tips for Communicating with People Who Have a Spirited
Communication Style
1. Use an AGENDA WITH TIME LIMITS listed for each topic
2. PRAISE them in front of other people
3. Learn to GENTLY REDIRECT the conversation back to the topic at hand
4. UNDERSTAND that they may exaggerate
5. CHALLENGE them to break down their ‘big ideas’ into specific outcomes
and steps
6. REAFFIRM with them what they have agreed to do
7. Use CHECK-LISTS OR OTHER WRITTEN REMINDERS as a way to
help communicate what needs to be done

Example
Hi Sally!
I thought your presentation yesterday was fantastic! I enjoyed the way that you had the
audience participate in the session.
I think you would be a great choice for the educational component at our next board meeting.
The Board of Directors needs some information about local economic trends, but in a way that
is not too boring or complicated.
Would you like to have lunch to discuss it? I’m free on Thursday or Friday this week.
Let me know if either of those days will work for you.
Thanks so much!
George

 Like to focus on facts and details rather than opinions and
possibilities.
 Use and appreciate logic.
 Appreciate facts and analysis rather than the ‘big picture’ ideas
that have not yet been proved useful.
 Communication with tangible evidence is best for systematic.
 Uncomfortable expressing feelings.
 Avoid confrontation.

 They may be slower to respond to your communication, as
they are probably analyzing the situation and constructing
a logical, well thought-out response.
 Charts, graphs and trends are all useful tools for
communicating with systematic as well.
 They do not like conflict.
 They may tend to shut down communication rather than
dealing with emotional or confrontational situations.
 If you give them directions, you will need to be very
thorough and precise in relaying them.

 Tips for Communicating If You Have a Systematic
Communication Style
1. Recognize that not everyone follows linear thought processes and decision-
making
2. Realize that for good working relationships, consideration for others’
feelings is important
3. Learn to ask qualifying questions that will help you get the information you
need
4. Ask others questions about themselves if you want to build rapport
5. Make sure you understand the scope of a project so that you don’t waste
time collecting information that is not going to be needed
6. If you need to ask for more time for analysis, be able to explain the benefit
of the information you are working on

 Tips for Communicating with People with a Systematic
Communication Style
1. Focus on the facts of the situation rather than individuals’ opinions
2. Speak with precision and accuracy rather than generalizations
3. Be organized, on time, and on topic when you communicate with
them
4. Give logical reasons for your actions and for what you ask of them
5. Allow them time for research and analysis before decision-making
6. Avoid personal topics unless they open the conversation

The example of how not to communicate with a direct communication
style person is a good example of how not to communicate with someone
of a systematic style as well.
Avoid phrases like:
It’s my opinion that…
I believe that…
I feel that…
Instead, try using phrases like:
The data shows that…
The trends show that…
The results of the test show…

Instead of… Use
Some, many, the majority of
20%, three out of five, an
average of 2.7
Next week Thursday at 3:00 p.m.
ASAP By tomorrow at noon
In a timely manner Within two weeks
They Gail, Amy, and Wes
An upward trend
An increase of 12% over five
years
Eventually
When the following conditions
have been met:

 Very concerned about the feelings of others.
 Please other people (to be included in their peer group).
 Like to work with others, help others, and connect to
others on a personal level.
 The ones to attempt to mediate any conflict in the group.
 Want everyone to have the chance to speak their minds,
have their turns, and receive recognition for their
contribution.

 Natural trainers and counselors
 Enjoy helping others to succeed.
 Encourage group collaboration and communication.
 Refrain from expressing their own opinions if they think it will
displease others.
 This is the major communication challenge for those with the
considerate personality style – they may be reluctant to share an
opposing opinion, even if it’s important information, because they
are concerned about keeping the peace and being liked.
 They are also inclined to take direct communication as a personal
matter.

 Tips for Communicating If You Have a Considerate
Communication Style
1. Recognize that other people’s opinions about a topic are separate from
their opinions about you
2. Realize that not everyone is comfortable discussing personal topics
with work colleagues; allow others to open personal topics before
asking questions
3. Respect your own opinion as you respect others’ opinions
4. Recognize that you don’t have to be friends with everyone, but you
should treat others and be treated professionally

 Tips for Communicating with People Who Have a Considerate
Communication Style
1. When possible, reassure them that your opinions are not personal
2. Express a sincere interest in their feelings, thoughts, and personal life
3. Encourage them to ask questions and share their opinions
4. Let them know that you appreciate their help
5. Resolve any conflicts quickly
6. Whenever possible, use requests instead of imperatives in discussing the
needed changes

Example
 For considerate style people, the example used as how not to
speak to a direct style person is actually a good one to use
for a considerate style.
 It builds to the point easily.
 It shows care for the other person.
 It makes a request in a friendly and personal manner.

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