DISC Study Guide. 2000 ODYSSEY NOT TO BE COPIED OR DUPLICATED Program Objectives 1.To understand...
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Transcript of DISC Study Guide. 2000 ODYSSEY NOT TO BE COPIED OR DUPLICATED Program Objectives 1.To understand...
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2000 ODYSSEY NOT TO BE COPIED OR DUPLICATED
Program Objectives
1. To understand how you project yourself and how others perceive you.
2. To gain the ability to identify other styles.
3. To develop an understanding of how to adapt and optimize your effectiveness with all types of people.
4. To increase your executive presence
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• You communicate when you walk.
• You communicate with your word selection.
• You communicate with your voice.
• You communicate with how often you speak.
• You communicate with your hands, head and facial animation.
• You communicate the power or lack there of that is in you.
• Everything you do communicates something to someone.
You Are Always Communicating!
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Effective Communication• The Golden Rule: Do unto others as you would want them to do unto you.
• The Odyssey Rule: Do unto others as they would want done unto them.
If you want to be an effective communicator you must understand the combination to the listeners receptivity!
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Effective Communication• The transference of meaning and data by one competent
person to another competent person who is receptive to your message.
• Receptivity is a prerequisite to having influence.
• Without receptivity the greatest business ideas will not realize their full value potential.
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Executive Presence
+ Effective Communication
= Receptivity
Receptivity
+ Competence
= Opens doors of opportunity not available to most consulting professionals
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DISC: Universal Language of Observable Human Behavior
• Everything learned in the DISC language is totally observable.
• Looks at over 19,000 relationships between responses.
• Condensed into one of 384 graphs.
• Face validity of 88%.
• TTI DISC model has been validated in over 25 countries (11 languages).
• Language is neutral, not good or bad.
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The Numbers Game
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DISC: Behavior and Emotions
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• Reduce tension between people.
• Increase job satisfaction.
• Increase self understanding.
• Improve team relationships.
• Increase sales.
Benefits of DISCBenefits of DISC
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100
90
70
60
50
40
30
20
10
0
80
D I S CAdapted Style
% 85 74 23 27
MOST
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90
70
60
50
40
30
20
10
0
80
D I S CNatural Style
% 92 100 11 10
LEAST
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What is DISC?
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How We Communicate
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Dominance Influence Steadiness ComplianceP
RO
BL
EM
S
To
ne
of
Vo
ice,
Wo
rds,
Pac
e an
d B
od
y L
ang
uag
e
The Four DISC Factors
PE
OP
LE
To
ne
of
Vo
ice,
Wo
rds,
Pac
e an
d B
od
y L
ang
uag
e
PA
CE
To
ne
of
Vo
ice,
Wo
rds,
Pac
e an
d B
od
y L
ang
uag
e
PR
OC
ED
UR
ES
To
ne
of
Vo
ice,
Wo
rds,
Pac
e an
d B
od
y L
ang
uag
e
20% 28% 40% 12%
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Recognizing Behavioral Style
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Recognizing Behavioral Style
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Recognizing Behavioral Style
D ~ Dominance ~ I ~ Influence ~ • Directive• Prefers complete authority• Change agents• Intense in approach to problems
and challenges
• People-oriented• Optimistic, trusting• Talkative• Good at motivating and inspiring
people to their point of view
S ~ Steadiness ~ C ~ Compliance ~• Team player, dependable• Relaxed and easy going• Prefers slower pace• Good at reconciling factions,
calming and stabilizing
• Quality-oriented• Reserved• Systematic thinkers• Precise, attentive to details
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The DISC Model
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Exercise
Pick an individual that everyone knows and
identify that person’s core style.
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• Love a challenge!
• Bold, courageous and daring.
• Like to make things happen now!
• Direct, straightforward and blunt.
• Strive for results, strong sense of urgency.
• At their best solving a problem or taking a risk.
• Their motto is, “No guts, no glory!”
High D’sHigh D’s
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The “D” Factor [Emotion=Impatience]
HIGH
LOW
BoldDrivingPioneeringDirectCompetitiveDetermined
PeacefulAgreeableCautiousCooperativeHumbleMild
Situational
“Let’s just go for it.”
“We need to examine the situation before we go charging in.”
D Focus: RESULTSENERGIZERS SATISFIERS
DISSATISFIERS PACEWORDS & PHRASES
BODY LANGUAGE
TONE OF VOICE
Challenges
Opportunities to lead
Tough assignments
Mundane work
No authority
No challenge
SPEECH:
Fast, toward results
ACTION:
Fast, toward results
Win
Results
Lead
Be the best
Be the first
Challenge
Bottom line
Benefits
Fast
Now
Today
New
Unique
Keep your distance
Lean slightly forward
Direct eye contact
Strong handshake
Talk with your hands using linear motions
Strong
Clear
Confident
Direct
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Famous High D’s
John McCain
Michael Jordan
Simon Cowell
Winston Churchill
Jack Welch
Serena Williams
D: Results I: The Experience
• Be direct• Give alternatives• Let them win • Enjoy the “combat”• Don’t try to build friendship• Don’t dictate • Move quickly, they decide fast• Don’t overpower
• Be personal, friendly• Slow down• Joke around and have fun• Allow them to talk• Provide recognition• Don’t talk down to them• Talk about people• Follow up often
S: Security C: Information
• Slow down presentation• Build trust• People focus• Give them facts and logic• Get “little” agreements• Listen carefully• Show sincerity• Don’t control or dominate
• Give them the data• Don’t touch• Be patient• Give more info then you’d like• Keep control• Don’t talk personally• Don’t be pushy
BSM=2 BSM=2
BSM=3 BSM=4
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High D Effective Communication
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Communication Dynamic High D Adaptation Tips
Self Awareness • At your worst others may perceive you as too intense, impatient, dominating, overly direct or harsh.
Body Language • Avoid rapid or aggressive hand gestures or pointing.• Avoid angry or impatient facial expression, rolling eyes.• Project calmness.• Open and approachable.
Verbal Communication
• Avoid sharp or threatening comments.• Listen to what is being said and not said.• Slow down speech cadence.• Let the conversation evolve without being too
prescriptive or dominating.• Voice tone is neutral with subtle inflection to provide
emphasis.
High D Executive Presence
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Break into groups of 2-4 and identify how you would handle the following situation. Be prepared to share your approach.
You are leading a team to present to a high D client. Knowing that she is a high D, how will you shape/manage the following presentation dynamics:
•Pace of the presentation
•Length of presentation
•Amount of data
•Warm up and ice breaker
•Abrupt and challenging questions
•Word selection, body language and tone
High D Breakout Activity
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• Are people people!
• Want to be liked and like almost everyone they meet.
• Possess the “gift of gab.”
• Easily convince others to their way of thinking.
• Playful, fun, loving, good sense of humor.
• Optimistic, find the best in others and the positive in negative situations.
• Their motto is, “All things are possible!”
High I’sHigh I’s
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The “I” Factor [Emotion=Optimism/Trust]
HIGH
LOW
OptimisticInspiringPersuasiveConvincingSociableTrusting
ObjectiveCriticalCoolReflectiveSkepticalDistrusting
Situational
“Our business is goingto explode in the nextfew years. I can feel it!”
“That’s nice, but canyou show me factsto back it up?”
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ENERGIZERS SATISFIERS
DISSATISFIERS PACEWORDS & PHRASES
BODY LANGUAGE
TONE OF VOICE
People interaction
Social recognition
Situations requiring enthusiasm
Social rejection
Skepticism
Negativity
SPEECH:
Fast, animated
ACTION:
Fast, gesturing
Fun
I feel
Exciting
You look great
Good job
We can do it
Invite everyone
Picture this
Use touch
Smile
Expressive gestures
Stand or sit next to
Energized
Enthusiastic
High and low modulation
Persuasive
Friendly
Colorful
I Focus: THE EXPERIENCE
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Famous High I’s
Bill Clinton
Barack Obama
Sarah Palin
Ronald Reagan
Andre Agassi
Oprah Winfrey
D: Results I: The Experience
• Don’t touch• Stick to business• Be direct and to the point• Don’t over-promise• Don’t joke• Let them win • Confidently close, don’t let them
overpower you
• Have fun• Don’t waste too much time talking• Make sure you close• Give them recognition• Let them talk more than you
S: Security C: Information
• Give them the facts• Slow down• Be friendly, personal, earn trust• Provide assurances of your
promises• Get “little” agreements• Let them talk, you ask questions• Take time before closing• Follow up after the sale
• Keep your distance• Don’t touch• Give them facts, figures and proof• Don’t waste time• Don’t be personal• Be friendly and direct• Answer all questions, then close• Focus on details
BSM=2 BSM=2
BSM=3 BSM=4
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High I Effective Communication
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Communication Dynamic High I Adaptation Tips
Self Awareness • At your worst others may perceive your friendly exterior as lacking substance/credibility and being overly optimistic and too trusting.
Body Language • Slow down.• Avoid too many hand gestures.• Reduce facial animation.• Be more dispassionate.
Verbal Communication
• Fewer words are better.• Slow down your speech cadence. • Listen more and let others carry the conversation.• Use “I think” versus “I feel.”• Use data to back up positions. • Provide ample backup material.
High I Executive Presence
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Break into groups of 2-4 and identify how you would handle the following situation. Be prepared to share your approach.
You have assumed leadership of a new team. Your early analysis tells you that the top performers are high I’s with significant morale challenges. How would you approach the first team meeting?
•What would you include in the agenda?
•How data heavy would you make it?
•How participative would it be?
•How long should it be?
•What words and tone would you use?
High I Breakout Activity
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• Sensible, serene and steady.
• Generally easy going, laid back and relaxed.
• Value harmony and a sense of stability.
• Loyal team players with need to finish what they start.
• Logical thinkers who bring lofty ideas back to the real world.
• Their motto is, “Stay calm – we’ll make it”
High S’sHigh S’s
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The “S” Factor [Emotion=Non-emotion]
HIGH
LOW
AdaptableSystematicLogicalPatientRelaxedUnhurried
DynamicHurriedIntenseFlexibleProgressiveExcited
Situational
“Great idea. Let’s forma team and put together a detailed action plan.”
“We don’t have time.Let’s move now andplan as we go.”
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ENERGIZERS SATISFIERS
DISSATISFIERS PACEWORDS & PHRASES
BODY LANGUAGE
TONE OF VOICE
Security
Closure
Team harmony
Defined territories
Opportunity to serve
Loss of security
Lack of closure
No “home” area
SPEECH:
Thoughtful, Relaxed
ACTION:
Paced, Relaxed
Think about it
Take your time
How can I help?
Let’s go step-by-step
Trust me
Guarantee
Promise
Security
Not too close
Lean back, don’t rush
Relaxed
Small hand gestures
Calm
Warm
Soft
Calm
Steady
Low in volume
S Focus: LISTENING TO UNDERSTAND
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Famous High S’s
Colin Powell
Tom Brady
Princess Diana
Pete Sampras
Jimmy Buffett
Venus Williams
D: Results I: The Experience
• Be confident, don’t be intimidated• Close sooner than normal• Disagree with facts, not person• Don’t be overpowered • Let them win• Move faster than normal• Come on as strong as them, but
friendly
• Allow them to talk, but keep focus• Offer minimal product knowledge• Provide follow-up• Give recognition• Listen to their stories• Have fun with them• “Jump” to close when ready
S: Security C: Information
• Give them the facts• Provide assurances they need• Be yourself• Close when you feel you have trust• Assure them of the right decision• Introduce them to managers• Follow up after sale
• Answer questions with facts• Don’t be too personal• Be direct and friendly• Don’t touch• Give them their space• Don’t fear their skeptical nature• Follow through on details• Give information, then close
BSM=3 BSM=2
BSM=1 BSM=1
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High S Effective Communication
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Communication Dynamic High S Adaptation Tips
Self Awareness • At your worst others may perceive your quiet demeanor and low assertiveness as lacking urgency, confidence or commitment.
Body Language • Use facial animation to add energy and to hold interest.
• Use subtle hand gestures to make your point.
Verbal Communication
• Use more assertive and bottom-line language.• Focus on results and outcomes.• Increase cadence and voice inflection.• Say “NO” if you mean no.• Increase participation level with individuals and within
groups.
High S Executive Presence
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Break into groups of 2-4 and identify how you would handle the following situation. Be prepared to share your approach.
One of the stars on your team needs to be rolled off a client project to work on a $500 million proposal effort. Your client is a high S. In your approach to him:
•What is the most important issue you have to address?
•What specific strategies could you use to make him feel more comfortable?
•What is important to managing this transition?
•If this client does not demonstrate strong objections, why should you worry?
High S Breakout Activity
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• Quality people.
• Do it right the FIRST time.
• Plan and organize to perfection.
• Think clearly and consistently.
• Intuitive and good at asking questions to get relevant and complete data.
• Use proven methods rather than reinventing the wheel.
• Their motto is, “In God we trust, all others use data.”
High C’sHigh C’s
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The “C” Factor [Emotion=Fear]
HIGH
LOW
PrecisePerfectionistOrderlyDiplomaticAccurateMeticulous
RadicalIndependentUnconventionalFearlessUninhibitedSelf-willed
Situational
“We have proceduresand rules that need to be followed.”
“They’re just guidelines.Rules are made to bebroken.”
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ENERGIZERS SATISFIERS
DISSATISFIERS PACEWORDS & PHRASES
BODY LANGUAGE
TONE OF VOICE
Information
Quality standards and rules
Compliance with rules
Analysis & research
Personal criticism
Irrational feelings and emotions
SPEECH:
Slow, thoughtful
ACTION:
Slow, deliberate
Here are the facts
Prove it
Guarantee
The data shows
Is it risky?
Take your time
Think it over
Analyze
Don’t touch
Sit or stand across from
Direct eye contact
Little or no hand gestures
Controlled
Little modulation
Thoughtful
Direct
Precise
C Focus: GATHERING DATA
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Famous High C’s
Warren Buffett
Tiger Woods
Chris Evert
Bill Gates
Martha Stewart
Al Gore
D: Results I: The Experience
• Touch high points of facts and figures
• Don’t “over-data”• Move quickly• Be brief, to the point• Satisfy their strong ego• Allow them to win
• Focus on people • Be friendly and fun• Listen to them • Ask questions• Show excitement about products• Close earlier than normal
S: Security C: Information
• Move slowly• Provide facts and figures• Don’t over-control, be too pushy• Provide assurances• Develop trust• Focus on reliability and service• Encourage personal talk
• Give data • Remain in control• Examine positives and negatives• Close earlier than you would expect• Follow through on promises• Provide evidence
BSM=4 BSM=4
BSM=1 BSM=1
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High C Effective Communication
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Communication Dynamic High C Adaptation Tips
Self Awareness • At your worst others may perceive your lack of warmth and quiet intensity as being unapproachable and detail/data orientation as missing the people component.
Body Language • Smile and be friendly. • Use some/more facial animation. • Use more hand gestures to put emphasis on important
points.
Verbal Communication
• Ask fewer tactical or detail questions.• Pull back and stay out of the extreme detail weeds.• Focus on people and relationships.• Be constructive and encouraging with feedback.• Offer a warm hello and goodbye.• Walk down the hall and ask the question in person versus
sending an email.
High C Executive Presence
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Break into groups of 2-4 and identify how you would handle the following situation. Be prepared to share your approach.
You have arranged to meet with the CIO of a major telecommunications firm that your company has never been able to crack into. Based on what you have heard the CIO is a high C who treats consulting companies poorly.
•What do you hope to accomplish in the first meeting?
•What if anything do you want to share with him?
•What can you do to make a good first impression?
•What must you not do?
High C Breakout Activity
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Problem Solving Approach
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Purchasing Behavior
• New and Unique = D
• Flashy and Showy = I
• Traditional and Familiar Brand = S
• Proven Products = C
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Breakout Session
• Think of a colleague or client with whom you have had difficulty relating to or working with.
• Identify that person’s core style and commit yourself to 2-3 strategies that you can apply to improve communication and the relationship.
• Based on past interactions how do you think this person perceives you?
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Development Commitments What are the most impacting one or two things you can
add or eliminate to:Increase your communication effectiveness?1.
2.
Enhance your executive presence?
1.
2.
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30-Day PracticeEvery business morning, look at calendar and ask
yourself:• Who am I meeting with today?• How might they perceive me?• What do I need to change, if anything, in my
approach or communication style to optimize my effectiveness?
End of business day:• How did I do? • What would I do differently?
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