Communication Styles
• Communication Style – is the patterns of behaviour that others observe– The “you” that is on display every day– Voice patterns, eye movement, facial
expression, and posture are some of the components
Communication Style Principles
1) Individual differences exist and are important
2) A communication style is a way of thinking and behaving
3) To create the most productive relationships, it is necessary to get in sync with the communication style of the people you work with.
Communication-Style Bias
• Communication-style bias is– A state of mind experienced when we have
contact with another person whose communication style is different from our own.
– Makes building rapport difficult.
Communication-Style Model
• The four basic communication styles are based on two important dimensions of human behaviour:– Dominance – the tendency to influence or
exert one’s will over others in a relationship
– Sociability – reflects the amount of control one exerts over emotional expressiveness
Communication Style Models
Low HighDominance continuum
The Dominance Continuum reflects the tendency to influence others in a relationship.
•Cooperative •Eager to assist•More assertive
•Advise freely•Initiate demands•More aggressive
Communication Style Models
Sociability Continuum reflects the amount of control one exerts over emotional expressiveness. People who are “high” express their feelings freely, while people who are “low” tend to control their feelings.
Sociability continuumLow High
•Reserved•Likes to be alone
•More formal
•Outgoing•Seeks interaction
•Less formal
Communication Styles
High dominanceLow dominance
High sociability
Low sociability
Emotive Style
High dominanceLow dominance
High sociability
Low sociability
Emotive
Emotive Style
Emotive Communication Style displays characteristics such as activity, social initiative, encouragement of informality, and expression of emotional opinions.
• These communicators may be stimulating, excitable, persuasive, and dynamic.
Director Style
High dominanceLow dominance
High sociability
Low sociability
Emotive
Director
Director Style
The Director Communication Style characteristically is businesslike, serious in
attitude, likes to maintain control and strongly opinionated.
• Directors appear very busy & not listening, & may be aggressive, impatient, & intense, but determined.
Reflective Style
High dominanceLow dominance
High sociability
Low sociability
Emotive
DirectorReflective
Reflective Style
Reflective Communicators typically control their emotions, display orderliness, express measured opinions, and may be aloof.
• They may appear preoccupied and stuffy, however they are precise, disciplined and industrious.
Supportive Style
High dominanceLow dominance
High sociability
Low sociability
Emotive
DirectorReflective
Supportive
The Supportive Style
Supportive Communicators typically appear to be quiet and reserved.
They are attentive listeners and make decisions in a thoughtful and
deliberate manner without the use of power.
• They may be passive & relaxed, yet sensitive and patient.
Talking to “Emotives”
• Be enthusiastic• Take time to establish
goodwill• Back off on facts &
details• Support their opinions
and ideas• Ask questions & listen
attentively
Talking to “Directors”
• Be businesslike• Be efficient, to the
point• Be organized• Use facts & figures• Ask specific questions
related to the key issues
Talking to “Reflectives”
• Be prompt & organized
• No nonsense, businesslike approach
• Show proof and documentation
• Never pressure them to make a quick decision
Talking to “Supportives”
• Try to build a social relationship
• Listen carefully
• Professional, but friendly approach
• Offer personal assurances and support
• Be patient
• Avoid conflict if possible
Avoiding
Competing
Compromising
Accommodating
Collaborating
Focuson
Results
Focus on Relationships
High
High
Low
Low
Dealing with Conflict
Avoiding
• Low results / Low relationship
• Do not want to deal with conflict
• Buys some short-term time
• Problem might go away?
• Causes frustration / injures reputation
• Wastes time / effort / energy
Competing
• High results / Low relationship• Believe in win / lose• Don’t consider implications of actions• Hard to meet needs in the future• Incomplete results• Suggested tactic when safety / survival is
at stake
Accommodating
• High relationship / Low results
• Other person first
• Prudent when others have power or outcome is not important
• Not recommended when outcome is critical
Compromising
• Medium results / Medium relationship
• Offer value to get value
• Often better than trying to force your optimum outcome
• Recommended if outcomes are not critical – relationship is
• Impacts negotiation styles / tactics
Collaborating
• High results / High relationship
• Takes more time / effort
• Must show respect / listen / empathize
• Requires flexibility / creativity
• Outcomes have higher chance of implementation