Transcript The Expressive person

Communication Skills
The Golden Rule
“Seek first to understand, then to be
understood”
Stephen Covey, the 7 habits of highly effective
people
Communication
some important questions





What are the basic elements in the
communication process?
Why listening and questioning skills are
important
how can sales people develop listening skills
How could people communicate without using
words
And what are the barrier for effective
communication
The Importance of Communication
Table 1-1: Importance of Competencies in Hiring Decisions
The Nature of Communication
The Process of Communication
Sender
 Message
 Encoding
 Channel

Receiver
 Decoding
 Feedback
 Noise

One Way Communication
TWO-Way communication
Sender encodes
the message
Receiver
Decodes the
message
FEED BACK
The Process of Communication
Figure 1-1: Communication Model
Other Factors affecting the
message decoding
 Noise
 Uncomfortable
 Mood
 Fatigue
Environment
Modes of communication
Verbal
•Pace
•Power
•Pause
Non-Verbal
•Appearance
•Body language
•Eye contact
•Manners
•Visuals
Using Body Language
38%
55%
7%
Para-Verbal
Tone of voice
Verbal
Words
Non-Verbal
Body language
Verbal Communication
Effective use of words






Characteristics of words
Using effective words
Painting word pictures
Tailoring words
Speech rate
Loudness
Verbal Communication
Asking questions






Encourage longer response
Space out questions
Ask short, simple questions
Avoid leading questions
Questions to collect information
Questions to maintain the flow of information
Types of Questions

OEQ (open ended questions) = to find and
clarify. Starts with What/when/Why/How.

CEQ (close ended questions) = asked to give
information. Answered with yes or no or I don’t
know
BTQ (benefit tag question) = mention benefit
followed by a tag. (E.g.:this product has a rapid
onset is this what you’re lookin’ for?)

Good Listening
Is An Active Skill
Observing – what one does
Hearing – what one says and how
one says it
Feeling – how one is feeling
Sensing – what one has not said, but
wishes to or means to say
Why Listen?
 Clears the air.
 Helps the speaker solve the
problem.
 Stimulate the speakers.
 Involvement and Learning.
 Get a chance to think & relax.
Improving Your Listening Skills:





Repeat information.
Clarify when you are not sure.
Summarize.
Tolerate Silence.
Be fresh and concentrate.
Listening







Hearing-attention-understanding-feedback
Repeating the information
Rephrasing (restating)
Clarifying
Summarizing the conversation
Tolerating silence
Concentrate on the main idea
Non-Verbal Communication








Body language
Face
Arms
Hands
Legs
Body language pattern
Posture and body movement
Matching the customer’s communication style
Body Language





Face
Arms
Body Angle
Hands
Legs
(95%)
(90%)
(80%)
(70%)
(50%)
Non-Verbal Communication
‘Space and physical contact’

Distance during interaction

Touching
Non-verbal communication
‘Appearance’

Dress like the customer

Hints for men

Hints for women
Social Styles
Social-Style
Social-Style bias
develops when we
have contact with
another person
whose social style
is different from our
own.
Social-Style Principles:
 Individual Differences exist & are
important.
 Individual style differences tend to be
Stable.
 Everyone makes judgments about
people based on social style.
Benefits of understanding
Social-Style:
Salespeople understand social-style
classification methods & learns how to apply
them, can…
1- Avoid common mistakes that threaten
interpersonal relationship with customers.
2- Reduce the possibility of tension arising during
the sales call.
3- Close more sales because they can tailor the
sales presentation to the style of the customer.
Social-Style Matrix:
The social-style matrix that
defines these styles is
based on two important
dimensions of human
behavior :
1- Dominance
2- Sociability
Dominance:
 Dominance can be defined as:
The tendency to command,control, or
prevail over others.
 Dominant people tend to be quite
competitive. They also tend to be very
decisive & determined
Sociability:
 It can be defined as:
The tendency to seek & enjoy interaction
with others.
 Sociability, reflects the amount of control
we exert over our emotional expressivenes
The Four
Social Styles
High Sociability
Amiable
Expressive
Low
Dominance
High
Dominance
Analytical
Driver
Low Sociability
1-The Expressive Style:
 A style that combines high sociability &
high
dominance.
 When two people meet for the first time,
theexpressive person will be more apt to
initiate & maintain the conversation as well
as to initiate the handshake.
The Expressive Style:
Cont.
 The Expressive person will move to a ”first
name” basis as soon as possible.
 The Expressive person generally do not hide
their feelings. They often express opinion
dramatically and impulsively.
 The Expressive person is likely to express feeling
with vigorous movement of the hands and rapid
speech pattern.
2- Driver Style:
 A style that combine high domains & low
sociability.
1- The driver doesn't like to waste time & wants to
get to the point.
2- In most cases the driver feels more comfortable
talking than listening.
3- The driver usually communicates a lack of
warmth & is apt to be businesslike & impersonal.
4- The driver voices strong opinions & usually
wants
to influence the other person’s point of
view.
3- Analytical Style:
 A style that combine low domains & low
sociability.
1- Analytical tend to curb emotional expression & are
less likely to display warmth openly.
2- Analytical enjoy a highly structured environment
generally feel frustration when confronted with
unexpected event.
3- The analytical usually doesn’t express dramatic
opinions.
4- The analytical tends to be quite formal in social
relationships & therefore is viewed as aloof by many
4- The Amiable Style:

A style that combine low domains & high
sociability.
1- Amiable can easily display their feelings, but not in
the assertive manner common to the expressive
individuals.
2- Amiable listen attentively to other people.
3- Amiable tend to avoid the use of power & are more
likely to rely on friendly persuasion.
4- The amiable usually takes a long time to make a
decision.
Excess Zone:
The excess zone is
characterized by a
high degree of
intensity & rigidity.
Excess… Expressive Style




Expresses highly emotional options.
Stops listening to the other person.
Tries too hard to promote own point of view
Becomes outspoken to the point of
offensive.

Uses exaggerated and facial expressions
to make a point.
Excess…… Driver Style





Gets impatient with the other person.
Becomes dictatorial.
Will not admit being wrong.
Becomes extremely competitive.
Is cold and unfeeling when dealing with
people.
Excess…. Analytical Style

Becomes stiff and formal during
social
relationship.

Is unwilling to take a decision.

Avoid displaying any type of
emotion
 Displays a strong dislike for change.

Is overly interested in detail.
Excess…. Amiable Style



Agrees with everyone.
Is unable to take a strong stand.
Becomes overly anxious to win appro
of
others.
 Tries to comfort every one

Constantly seeks reassurance.
Thank you!!!