The Platinum Rule

Lori A. Cotillo

Today’s Objectives

• What is the Platinum Rule?

• Review the four basic business personalities

• Review the four behaviors

• Creating The Platinum Grid

• Identify personalities and behaviors and assess best method of dealing with them

The Platinum Rule

“Do unto others as they would like done unto them.”

• Treat them the way they want to be treated!

• Build rapport with everyone

• Eliminate personality conflicts

• Help ensure smooth and effective dealings with others

• Learn to understand others

How do you know how someone wants to be treated?

• Each person has their own habits and point of view

• These traits fall into predictable patterns– Behavior styles or personal styles

• Identifying personal style– Hand shake– Eye contact– Crisp or chatty on the phone– How is their office decorated?

The Effects of Personality Clashes

• Destroys teamwork

• Shatters morale

• Weakens productivity

• Prevents good business deals

Personality Groups

• Director• Thinker• Relater• Socializer

Identifying Behaviors

• Open

– Shares feelings freely– Relaxed and warm– Physical contact– Animated expressions– General enthusiasm and talkativeness

Identifying Behaviors

• Guarded

– Feelings are kept private– Sticks to the facts– Avoids physical contact– Displays formal or distant demeanor

Identifying Behaviors

• Direct

– Solid eye contact– Firm handshake– Emphatic, sometimes confrontational

Identifying Behaviors

• Indirect

– Cautious– Quiet– Reserved– Patient– Diplomatic– Understated

Personalities & Behaviors FormThe Platinum Grid

Guarded

Open

DirectIndirect

SocializerRelater

Thinker Director

The Director

• Direct and guarded• A natural leader – in control, drive to win and

achieve• Greatest failing: how they treat others• Greatest fear: being too soft• Great asset – makes things happen

Directors could improve relationships by being more sensitive, patient, and showing concern.

The Thinker

• Indirect and guarded• Systematic, analytical, orderly & serious• Great problem solver• Likes structure, doesn’t like surprises• Great failing: being too critical• Greatest fear: irrationality, and sometimes

logic, gets in the way of humanity• Greatest asset: being right, getting the job

done with plenty of follow-through

Thinkers can improve their world by becoming more flexible.

The Relater• Indirect and open• Earnest, methodical & thorough• Likes predictable routines, stability• Good listener, warm & friendly relationship with co-

workers• Rises thru the ranks because they are well-liked• Does not like conflict or aggressive behavior• Greatest failing: timidity, does not like making decisions• Great fear: change• Greatest strength: easy to get along with; persistent in

achieving goals

Relaters could benefit from learning to just say “no” and becoming less sensitive to the feelings of others

The Socializer

• Direct and open• Motivated by need for approval• Chatty, jovial, playful, fun-loving• Enjoyable to be around• Likes to talk about themselves• Greatest failing: can be erratic• Greatest fear: rejection• Greatest strength: fun

A socializer could benefit from backing off, getting emotions under control, and get organized.

Effectively Dealing With Each Personality Type

• Interpret what you observe– Behavior– Environment

• Ask yourself two questions:– Are they more direct or indirect?– Are they more open or guarded?

Effectively Dealing With a Director

• Very business-like setting

• No warmth, only place to sit is in front of the person

• Desk is neatly piled with work

• How is their behavior?

Effective Dealings:

• Get to the Point

• Not the time for personal stories or jokes

• Direct the conversation toward a goal

Effectively Dealing With a Socializer

• Very outgoing, chatty, engages you• Warm office, a bit unorganized• Lots of group pictures – they’re in them!• How is their behavior?

Effective Dealings:

• Affirmation of their role• Personal attention• Provide focus and organization

Effectively Dealing With a Relater

• Quiet, shy, thorough and methodical• Likes routine and stability• Easy to get along with; friendly relationships• Doesn’t like making decisions• Doesn’t like change

Effective Dealings:

• Assure minimal risk• Slower pace• Provide encouragement• Warm and friendly

Effectively Dealing With a Thinker

• Orderly, serious and critical• Analytical and systematic• Likes structure, doesn’t like surprises• Like to work by himself in a world of logic and order• Seems cold and distant

Effective Dealings:

• Provide lists• Factual, solid evidence• Be well-prepared, thorough

Your Selling Approach

• People buy when they’re understood – give them what they want

– Director wants control– Socializer wants recognition or excitement– Relater wants support– Thinkers wants facts/reasoning based

decisions

Your Selling Approach, cont’d

• Five Basic Steps

– Contact• High developed sense of personality style

– Explore• Find the customers problems, provide solutions

– Collaborate• Match the customers needs to your solutions

– Commit• Closing the sales; build a long-term relationship

– Assure• Maintain contact after the sale

Summary

• The Platinum Rule– Helps to achieve success– Feel less stressful

• People prefer working with those they like

• People prefer working with those who understand their needs

• Exercise the Platinum Rule principles and treat others how they want to be treated