In our last newsletter we focused on the invaluable benefits good communication has on your business and career. We concluded that good communication consists of behavioral sensitivity, emotional awareness and assertive communication. In this newsletter we will focus on the behavioral sensitivity.

Behavioral sensitivity is based on the preferences we display. We all are wired from the youngest age to be high/low assertive and high/low responsive. Consequently, we could be described as extroverted or introverted and people or task oriented. The combination of the two will determine how a person would like to be communicated to. Behavioral preferences can be determined by watching a person interact throughout the day and recording how they handle certain situations and tasks or by using profile tools like Myers Briggs or DiSC©. We prefer the use of different DiSC© profiles because of the clarity of the reports and the supporting information to asses a person's communication, sales potential, team preferences and leadership style.

For a quick clue into a person's preferences, assess whether the person is striking up a conversation or is jumping right into the discussion. People who prefer the conversation are more extroverted and the next check should be if they are expressive or more reserved. For expressive people, time normally does not matter. They enjoy talking (mainly about themselves) and openly display pictures (family, kids, sports events) in their office. We call them Influencers. More reserved people who listen more would be called Steady. If the person prefers to get into the discussion right away, you need to find out if they are interested in the big picture (Dominant) or if they require all the details you possibly can provide (Conscientious). Dominant and Conscientious people are introverts which means they prefer one-on-one conversations with people they know. In most cases their work spaces will be organized and if pictures are visible, they will be facing towards the person; not you.

Extrovert (People)        

• Influence (expressive)
• Steadiness (listener)

Introvert (Facts)

• Dominance (big picture, urgent)
• Conscientiousness (details)

With the basic behavioral understanding you can now shape the conversation. Discussions with Dominant people should be direct and brief. Let them control the discussion and be concise and to the point with your answers. It is always good to stress the bottom line impact and to briefly outline options. Dominant people normally pay attention to your body language. If you mean it, be confident and show it. The biggest mistake you could make would be to go into endless details or show that you have no confidence in your statements.

Conscientious people expect the direct opposite. Facts and testimonials spread out through a well prepared and structured presentation are king. So be diligent and patient, stress quality and proven results and give straight pros and cons. The biggest mistakes would be to avoid discussing possible problems or to have surprises at the end of the discussion.

The steady people look for stability and reassurance. So emphasize stability, relate to their situation and answer all the questions. Earning their trust by answering all their questions and showing sincere interest will win them over. Addressing change and the positive impact it will have on their environment, with a focus on "how", will eliminate deal breakers.

And last, the Influencers who crave a great deal of stimulation and constant excitement. So be enthusiastic, avoid details and stress their gain of influence and approval. Share testimonials and success stories. Learn as much as you can about their interests and start building a lasting relationship, which will help in future meetings.

Making teams aware of each team member's communication needs and style has proven to have the fastest and longest lasting impact when addressing a struggling team. Experiment with determining a person's behavioral preference and then adjust your message to make it easily understandable. Behavioral communication is a skill which can be learned and honed with practice. It will help eliminate a lot of misunderstandings and create an environment where everybody feels they are being taken seriously.