adapted from communication style inventory: a communication preference self-assessment tool, by...
TRANSCRIPT
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 StyleCommunication StyleCommunication StyleCommunication 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.
– Effective Communication enhances interpersonal relationships, builds trust and teamwork, prevents costly mistakes, motivates and gets things done.
– Understanding how you communicate in a situation is the 1st step in improving your communication effectiveness.
– In every interpersonal interaction situation, Communication behavior in is a function of two variables:
• Concern for self • Concern for others
Communication Situations
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.
Definition:
• Willingness to assert your own wants, desires, thoughts, feelings, opinions, or ideas in an interaction,
• Extent to which you attempt to get them met or accepted
• Another way to describe this variable is “courage to speak up for yourself”.
Concern for Self
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.
Definition:
• Willingness to listen to the wants, desires, thoughts, feelings, opinions, or ideas of others involved in the interaction
• Extent to which you attempt to meet or satisfy others’ concerns
• Another way of describing this variable is “consideration for others”.
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 Others
Con
cern
for
Sel
f
LowHigh
High • One quadrant represents low concern for self and low concern for others.
Communication Styles Matrix
Low/Low
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
Con
cern
for
Sel
f
LowHigh
High • Another quadrant represents low concern for self and high concern for others.
Low/Low Low/High
Communication Styles Matrix
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
Con
cern
for
Sel
f
LowHigh
High • The next quadrant represents high concern for self and low concern for others.
High/Low
Low/Low Low/High
Communication Styles Matrix
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
Con
cern
for
Sel
f
LowHigh
High • The remaining quadrant represents high concern for self and high concern for others.
High/Low High/High
Low/Low Low/High
Communication Styles Matrix
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
Concern for Others
Con
cern
for
Sel
f
LowHigh
High
AGGRESSIVE
• Each quadrant represents one of four styles.
High/Low High/High
COLLABORATIVE
AVOIDING
Low/Low Low/High
ACCOMMODATING
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
Con
cern
for
Sel
f
LowHigh
High
AGGRESSIVE
• Each style’s approach sets up a situation leading to differing results …
• and some results are more productive than others.
I win/You loseHigh/Low
I win/You win High/High
COLLABORATIVE
AVOIDING
I lose/You loseLow/Low
I lose/You winLow/High
ACCOMMODATING
Communication Styles Matrix
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
Concern for Others
Con
cern
for
Sel
f
LowHigh
High
AGGRESSIVE
I win/You loseHigh/Low
I win/You win High/High
COLLABORATIVE
AVOIDING
I lose/You loseLow/Low
I lose/You winLow/High
ACCOMMODATING