Communication

Building Relationships

When it comes to building meaningful and successful relationships with your family, friends, colleagues and clients, effective communication is foundational.

Are You Building Sound Relationships?Communication DNA Profile

The quality of your relationship with any person has a direct impact on the quality of decisions that get made. If the communication is poor, people start making decisions around each other because the trust has been diminished. Also, poor decisions can be made because the information has not been heard as intended.

How Do You Naturally Communicate?

You naturally communicate based on who you are and how you see the world. Of course, how the other person hears the message depends on who they are. So often there is a gap that needs to be bridged between what was said and what was heard. Close the Gap.

One of the keys to success in any relationship is closing this gap by communicating with the other person on their terms and not your own. How the message is communicated becomes as important as the message itself. This is not always easy because when we are under pressure or out of our comfort zone, we will tend to revert back to our natural behavior.

Learn How To Improve Your Relationships

Understanding the communication preferences and life perspectives of yourself and others will help you to:

  • Communicate with others on their terms
  • Navigate differences more easily
  • Build greater trust in all of your relationships
  • Connect more quickly with others
  • Understand what motivates you and others

Knowing your own Communication Style is the first step in working towards effective communication with others.

Find out your Communication DNA Style by completing our Communication DNA Profile -Click Here.

“Know, Engage and Grow Your Customers” for an annual cost of $10 or less per person. For information on our Enterprise Solutions for improving Relationship Performance – Click Here.

Increasing Client Engagement Around the World

Our dream of globalizing DNA Behavior as a leading Human Performance Business has fast come to reality.

In the past 12 months, the Communication DNA Profile has been completed in 47 countries worldwide – including Germany, Romania, Russia, Mexico, Singapore, Hong Kong, Brazil, India and China.

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This global reach shows, regardless of possible differences in culture, that businesses, individuals, couples, families and leaders in multiple industries around the world understand the importance of knowing their own Communication style and adapting to the style of others in building sound relationships.

How do you wish to be communicated with? How do you customize your approach for different clients?

You naturally communicate based on who you are and how you see the world. Of course, how the other person hears the message depends on who they are. So often there is a gap that needs to be bridged between what was said and what was heard. Close the Gap. One of the keys to success in any personal or business relationship is closing this gap by communicating with the other person on their terms and not your own.

Complete the Communication DNA Profile

Learn How Businesses are Using Communication DNA to Increase Client Engagement

Our specific Enterprise Solutions help businesses and organizations increase the emotional engagement of employees and clients through tailoring your communication, improving execution and customizing the experiences you create for others each time you interact.

Click Here to Learn More

Advisor Client Matching

This post is part 4 of our 8 part series on increasing Client Engagement from our Client Relationship Performance in the New Behavioral Economy White Paper. The insights will demonstrate in practical terms how to apply predictive behavioral insights to tailor client communication and provide unique client experiences.

Behavioral Insight 4: Advisor Client Matching

Earlier in this series, we learned about Chris Coddington and his meetings with a client named Frank Butler. Chris was given information about the 4 Communication DNA Styles and processes for discovering which communication style a client has. (Click here to read the previous posts in this series).

We asked Chris, Have you ever wondered why clients have suddenly left your business for no apparent reason? Or why some clients have taken a long time to make a commitment to your service? Why do some clients cause your heart rate to increase when they call? Or, what about that one-hour client meeting that has left you feeling exhausted?

The bottom line to all of these questions is that there is a lack of emotional engagement by Chriss clients. We said to Chris, You may be rationally serving the client very well, and he or she is satisfied with your service. However, the client is not emotionally connected to you, and therefore there is an inherent lack of trust. There could be many reasons for it. Usually the main reason will be that you have a different behavioral style from many of your clients. This will naturally lead to a gap in communication. Differences between people are wonderful, and they can be capitalized on to get great results. However, differences also divide and must be understood, accepted and respected by us in order to get along and build client relationships. This is also true of marital relationships, teams and business partnerships.

Advisor Client Matching, Know Your ClientWe suggested to Chris that in order to be successful in his business he would need to master the behavioral differences by adapting his behavior, and so would his team. As the Compatibility Matrix shows, it may be easier to match up to those clients who are similar to you in behavioral style. This means you have to adapt less and there will be a more connective energy. You can mostly be yourself and not have to worry about adapting as much.

However, the reality is that many clients, or at least their spouses, will be different to you. So you will have to adapt your behavior and communicate and serve clients on their terms. This is what we call the platinum rule of relationships.

We told Chris that a future trend will be advisors building client service teams that are a custom fit for the client. This provides the advisor with the opportunity to include team members with different styles to complement the advisors behavior. Imagine when a telephone call comes in and the team automatically knows who is to pick it up, then how to communicate with the client, and how to manage the work flow and even product or solution offerings. This really is the Ideal Advisory Business. Chris could also see that this strategy would be good for succession planning.

Matching Clients Based on Their Needs

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What are your thoughts? For additional information on increasing engagement of others, visit our Communication DNA Website.

To Learn More, read the full Client Relationship Performance in the New Behavioral Economy White Paper.

Discovering Communication Styles

This post is part 3 of our 8 part series on increasing Client Engagement from our Client Relationship Performance in the New Behavioral Economy White Paper. The insights will demonstrate in practical terms how to apply predictive behavioral insights to tailor client communication and provide unique client experiences.

Behavioral Insight 3: Discovering Communication Styles

In part 1 and 2 of this series, we learned about Chris Coddington and his meetings with a client named Frank Butler. Chris was given information about the 4 Communication DNA Styles (Click here to read the previous post in this series).

Chris commented that being aware of these four Communication Styles would be very insightful and made the mystery of knowing and then adapting to different clients much more concrete. The question is, How do I do this? In some cases there is not a lot of time to get to know a prospective client, or trust may not have yet been developed to have him or her complete a formal assessment.

We explained to Chris the most accurate and reliable way of getting below the surface to understand the clients natural DNA behavior is to have the client complete a validated online behavioral assessment. People have a natural personal bias based on how they see the world, which will somewhat shape how they see the client. Further, how you see another person is driven by how you see yourself. Our self-perceptions can change from time to time depending on the life and financial events we experience. This then makes what we personally observe not very predictable and often quite inaccurate. The key point we made to Chris was that the assessment process is objective and measurable.

Our advice to Chris was to present the profile request as a way of increasing his ability to serve the client. A simple request such as: We want to recognize your communication strengths and provide you with the highest service. Can you help us do this by completing this exercise, which will highlight your natural communication strengths and enable us to serve you in a great way?

Ultimately, no matter how personally evolved you have become, there will always be personal blind spots getting in the way of how you see others. This is normal. So, the ideal scenario is to have the client complete an independently administered profile to gain reliable insights, as natural DNA Behavior is inherently predictable.

However, in the event that this cannot be done, then good personal observation of the clients type of conversation, speech tone and facial features will help. We suggested to Chris that he use the following table as a guide in observing clients. A caveat was given that the observation views in the table may not always be an accurate reflection of the clients natural behavior, as some people mask who they are on the surface.

What are your thoughts? For additional information on increasing engagement of others, visit our Communication DNA Website.

 

Four Primary Communication Styles

This post is part 2 of our 8 part series on increasing Client Engagement from our Client Relationship Performance in the New Behavioral Economy White Paper. The insights will demonstrate in practical terms how to apply predictive behavioral insights to tailor client communication and provide unique client experiences.

Behavioral Insight 2: Four Primary Communication Styles

In part 1 of this series, we learned about Chris Coddington and his first meeting with a man named Frank Butler. At the start of this first meeting Frank took over the agenda and wanted to get straight down to business to address the goals he had for the rest of his life and the way in which he wanted his money to be looked after (Click here to read Part 1 of this series)

Chris went on to say that he had been observing how different people behaved and that there seemed to be clearly different client styles with which he had to interact. He then made the comment that his normal approach of meeting with clients was that both spouses were present. In many cases, the spouses behaved and communicated very differently. Chris said this was always difficult when one was far more talkative than the other. The fact that one spouse may be more talkative did not necessarily mean the other spouse was not playing a strong role in the decision-making. However, Chris knew that an important key to his success and comfort in managing client relationships would be to learn more about the different communication styles. But he did not want to have to become a psychologist or certified behavioral specialist to do it.

We showed Chris that there are actually four primary Communication Styles, based on natural DNA Behavior, that drive client relationships, and they are very easy to learn. These Communication Styles all have specific communication strengths, learning styles, communication keys and client experience needs. The four primary Communication Styles are summarized as follows:

1.?? ?Goal-Setting Focus ? a person (like Frank Butler) who is focused on goals is interested in opportunities to expand his or her world.
2.?? ?Lifestyle Desire ? a person who is focused on lifestyle desires engagement, fun and making connections.
3.?? ?Stability Need ? a person with a need for stability is interested in safety and living in a calm environment.
4.?? ?Information Need ? a person with a need for information likes to analyze and focus on the tangible.

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Further, we demonstrated to Chris that in order to more consciously adapt his communication to each style of client all he needed to do was use the DNA Communication Guide below. Of course, the starting point is for Chris to know that his Communication Style is Goal-Setting Focus.

The wise advisor will be aware that in a competitive New Behavioral Economy, knowing client Communication Styles will be the key to increasing revenues and having less personal frustration from playing mind games in figuring out the client. It will then come down to the tactics that get employed to know the client. One of the biggest issues for advisors is their own personal fear to ask the clients touchy feely questions about how they wish to be communicated with, and about their life generally. From experience, clients want to be asked and appreciate it.

What are your thoughts? For additional information on increasing engagement of others, visit our Communication DNA Website.

 

The Influence of Natural Behavior on Client Relationships

This post is part 1 of our 8 part series on increasing Client Engagement from our Client Relationship Performance in the New Behavioral Economy White Paper. The insights will demonstrate in practical terms how to apply predictive behavioral insights to tailor client communication and provide unique client experiences.

Behavioral Insight 1: The Influence of Natural Behavior on Client Relationships

Chris Coddington tells the story of a first meeting with a man named Frank Butler. At the start of this first meeting Frank took over the agenda and wanted to get straight down to business to address the goals he had for the rest of his life and the way in which he wanted his money to be looked after. Frank made it clear that he wanted Chris to be direct and provide him with options and recommendations. He did not need to have detailed explanations up-front, although he expected Chris to be ready if he did ask for research. Further, Frank pointed out that his comprehension style was more to learn by discussion in a one-on-one interactive setting. Also, Frank said that he liked 30-minute meetings and that he did not see financial planning as a social experience. What is motivating Franks communication style?

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We often assume that the way a person behaves and communicates is shaped by the energy of money or business conditioning. However, it goes much deeper than this. The correct starting point to understanding our clients relationship approach is to discover their natural DNA Behavior, the core of who they are. This is the behavior that was hard wired into them by the age of 3 based on their genetic DNA and early life experiences. The natural behavior often sits deep below the surface, and the client and advisor can be easily blind to it.

Behavioral Insight – Natural Behavior is Predictable
Natural DNA Behavior predicts how people wish to be communicated with, the type of service experience they desire and generally how they will respond to life and financial events. This behavior will then be the force driving advisory relationships and many of the clients life and financial decisions, particularly when under pressure.

When clients are under pressure they will revert to their natural DNA Behavior, as it is the
go to or flip back behavior. Pressure is often caused by money, relationships and events, which drive emotions. What we have learned is that a persons natural DNA Behavior drives how he or she uniquely wishes to be communicated with and the type of service experience that person will desire. Also, it will generally drive how life and financial decisions are made. A key point is that the natural DNA Behavior will remain inherently consistent throughout a persons life and therefore is highly predictive. Of course, people will communicate from time to time outside of their natural DNA Behavior because of current circumstances, life history, values and education. Therefore, it is also wise to know the influence of these life events on the way the clients want to be related to in specific situations and how their decision-making may be influenced.

What are your thoughts? For additional information on increasing engagement of others, visit our Communication DNA Website.