Communication StylesEmploying and enjoying our differencesp y g j y g

Agile Tour Toronto, October 29, 2013

PLEASE NOTEPLEASE NOTESLIDES = PRESENTATION

• These slides are designed to be viewed i j ti ith h b iin conjunction with a human being talking and interacting with you.

• They will make little sense to you if you y y ywere not at the live session.

Images are my Mirek P and are copyrighted and used with permission via iStock licence

7,188,908,987

ThisThis question will

not be on the exam

Own business - 10 years

Who is Sue?Who is Sue?NEW! Coach School

Worked

And I wrote a book

NEW! Coach School

Worked

Trained/certified

Active member

Session Objectives• Recognize differences in people’s

communication styles

• Identify your own communication style

• Develop strategies for working with p g gpeople whose styles are different from yours

We need to see our differences as something other than flawssomething other than flaws.

David Kiersey

Please holdPlease hold your y

questions until youuntil you have one!

Ready Doing DoneExplore the theory

Meet the characters

Discover your styleDiscover your style

Flex your style

Wrap

Ready Doing DoneExplore the theory

Meet the characters

Discover your styleDiscover your style

Flex your style

Wrap

Audience Determines Meaning

• You want them to hear the meaning you intended

• Not the one they are i t k fgoing to make up for

themselvesK i b t• Knowing about styles can help

Conscious Communication

• Know your purpose• Know your messagey g• Know your audience• Know yourselfy

11

Origins

• Plato

• Carl Jung• Carl Jung

• MBTI (Myers-Briggs)

• Temperament (Kiersey)

• Simple modelSimple model

HEAD

INE T

UIT

IOIDE

NC

E

RationalGuardian

Artisan Idealist ON

EV

I

HEART

Ready Doing DoneExplore the theory

Meet the characters

Discover your styleDiscover your style

Flex your style

Wrap

G diGuardian

• Driver: Security• Reliable• Likes structure• Follows rules

D t il i t d >40%• Detail oriented• Values process

Hates change

>40%• Hates change

R ti lRational

• Driver: Knowledge• Inventive• Values logic• Future oriented

G l i t d <10%• Goal oriented• Sees big picture

Strategic

<10%• Strategic

Id li tIdealist

• Driver: Identity• Empathetic

f• Avoids conflict• Values inspiration

F t i t d >10%• Future oriented• Focus on people

Feelings rule

>10%• Feelings rule

A tiArtisan

• Driver: Sensations• Spontaneous• Avoids structure• Values speed

I i >40%• Improvises• Action oriented

Takes risks

>40%• Takes risks

K thExercise

Kathy• Kathy is a commercial loans officer at the Grand Valley branch of the Halifax

Savings Bank. • She enjoys her work because making a loan requires her to gather a lot of

information about the loan applicant the business or service the customer isinformation about the loan applicant, the business or service the customer is in and the activity or equipment for which the customer wants to borrow the money.

• She then gets to analyze the information, compare it to industry data andShe then gets to analyze the information, compare it to industry data and similar lending situations.

• She also looks to see if it’s a strategic fit with the long term goals of the customer’s business or organization.

• She’ll make her decision based on the logic of the case. • She takes pride in the fact that clients come to her for advice on managing

their finances and consider her a strategic partner in their long term success.

Ki tiExercise

Kirsti• Kirsti is a commercial loans officer at the Grand Valley branch of the Halifax

Savings Bank. • She really enjoys her work because she’s able to make things work out for

her customers especially when they have a short term needher customers – especially when they have a short term need. • Though it took her ages to learn, she knows the lending process thoroughly

– and that lets her quickly know whether the customer’s situation is standard – and if it’s not, what measures she can take to structure the deal so it willand if it s not, what measures she can take to structure the deal so it will work for everyone.

• She doesn’t take crazy chances – but if the evidence suggests a good likelihood of repayment – even if the client or the situation is quite unusual, she’ll find an innovative way to make it work.

• She takes pride in the fact that clients come to her with creative ideas and she can help them bring those ideas into reality.

K tExercise

Kostya• Kostya is a commercial loans officer at the Grand Valley branch of the

Halifax Savings Bank. • He loves his work because of the people he meets. He sees his role as

enabling them to make their dreams come true by providing the funds theyenabling them to make their dreams come true by providing the funds they need to start and run their businesses.

• He knows the work his clients do not only provides products and services their customers need – it supports the families of their employees and supplierssuppliers.

• He loves interviewing people about their business ideas and their future plans.

• He works to create the absolute best payback options for his clients. He doesn’t want them to get in over their heads.

• He really cares about his customers and takes pride in the fact that they share their visions for their business with him. He feels his is a helping profession.profession.

KExercise

Ken• Ken is a commercial loans officer at the Grand Valley branch of the Halifax

Savings Bank. • He loves his work because there’s a process in place that’s been around as

long as there have been lenderslong as there have been lenders. • He relies on the lending process to make his decisions. It took him a while to

adjust to the new automated loan system when they introduced it, last year. He kept manual backup files for a while. But now that he’s satisfied with itsHe kept manual backup files for a while. But now that he s satisfied with its reliability, he can confidently manage the risks in his clients’ business.

• He loves to provide his clients with lots of details about their loan – so they know exactly how the process works – and what their responsibilities are.

• Clear data, clear instructions and clear expectations make him happy. • He takes pride in the fact that his customers rely on him to help keep their

financial affairs in order.

Ready Doing DoneExplore the theory

Meet the characters

Discover your styleDiscover your style

Flex your style

Wrap

Exercise

What’s Your Style?

Using side one of the assessment• For each question select the one most like you• For each question, select the one most like you• Tally the As, Bs, Cs and Ds.

GUARDIAN40% of

normal pop

RATIONAL10% of

normal popnormal pop. normal pop.

IDEALIST10% of

normal pop.

ARTISAN

40% of normal popp p

Wh t’ Y St l ?Exercise

What’s Your Style?

1. Our style is . . .

2. Our unique contribution to the workplace is . . .

3. If you want to persuade us you should . . .

4. An aspect of our style that may bug others is . . .p y y g

5. When all else fails, you can rely on us to be . . .

6 Our motto is6. Our motto is . . .

Ready Doing DoneExplore the theory

Meet the characters

Discover your styleDiscover your style

Flex your style

Wrap

Flexing Your Style

• Why?• How?How?

Exercise

Let’s Practise

• Talk to Artisan style about time sheets• Talk to Rational style about re-orgTalk to Rational style about re org• Talk to Idealist style about re-org

T lk t G di t l b t• Talk to Guardian style about new process

Flex to their style. What’s important to them?How does it feel when you do that?

Exercise

Making it Real

• Prepare for a conversation with IMAGINE conversation with someone in your life YOUR

PICTUREPICTURE HEREHERE

Ready Doing DoneExplore the theory

Meet the characters

Discover your styleDiscover your style

Flex your style

Wrap

Exercise

Link to Agile Teams

• What does it mean?• Why does it matter?Why does it matter?

Ready Doing DoneExplore the theory

Meet the characters

Discover your styleDiscover your style

Flex your style

Wrap

I h b i diffI note the obvious differences between each sort and typebut we are more alike, my friends,than we are unalikethan we are unalike.

Maya Angelou

Questions?

itsunderstoodhttp://itsunderstood.com

If a man does not keep pace withIf a man does not keep pace with his companions, perhaps it is because he hears a different because e ea s a d e edrummer. Let him step to the music which he hears, however ,measured or far away.

Henry David Thoreauy