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The Team Adapts to Different Communication Styles

This post is part 7 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 7: The Team Adapts to Different Communication Styles

Earlier in this series, Chris mentioned that now that Frank Butler had become a client, he wanted the Coddington client service team to start interacting with him. So Chris asked us for the scripts of how each team member should communicate with Frank. Chris also mentioned that he had recently taken on Craig Moon as a client, and Craig had a Stability Need communication style. Craig would be served by the same team as Frank Butler. So, Chris could see that it was imperative that his team keep focused on the differences. (Click here to read the previous posts in this series).

It was encouraging that Chris could now see the benefit of adopting a behavioral approach to client engagement. We said that the first step to rolling this methodology out across the client base was for each team member to be aware of his or her own natural DNA communication style. Otherwise, how would the team member know how to adapt to each client? So you can see below the scripts for how Chris and each of his team members would communicate with Frank Butler and Craig Moon.

What you can see from these scripts is that because Chris is also a Goal Setter, he should have no problem serving Frank. There will be instant connection and respect. However, the biggest adapting challenge will be for Sarah, who has a Stability Need. Sarah will need to toughen up and learn to be more direct when dealing with Frank and accept that he may be cold at times. The relationship would be helped if Frank knows to be calmer with Sarah and respect that she will be providing him with a very reliable service.

Adapting Communication

Dealing with Craig Moon is the opposite. Chris will have to substantially adapt his communication style to serve Craig successfully over a long period. The challenge for Chris will be when Craig calls up at a pressured moment for Chris. Chris may unconsciously not give Craig enough time and warmth. After a while Craig will think Chris is not approachable, and the risk is that when an intimate discussion is needed, Craig will go elsewhere. The saving grace can be Sarah, who must be regularly interfaced with Craig at the front end of any interaction as she can provide the warmth needed. This is more food for thought that Chris needs to consider in managing his client service approach. Chris is now seeing that his whole business is being driven by behavior.

Communication DNA Styles, Team Communication, Communication with Customers, Adapting Communication

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.

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.

Cricket DNA – Transforming the Lives of Cricketers Worldwide

As many people know I have a very deep passion for cricket. My love of cricket even strongly rivals my passion for the DNA Behavior business. So, why not put the two together? That is what I have done this year by launching the Cricket DNA discovery program with the Cricket Academy of the USA. Last week we had the teams and coaches participating in the American College Cricket Championships complete their DNA personality profiles.

This is the manifestation of a life long dream for me – to be able to blend my passion for cricket with a life purpose of educating people worldwide to learn about who they are for improving the quality of their life. Being Australian I never expected to launch this program while living in the United States.

Raghu Misra, founder of the Cricket Academy is aiming to make cricket a game of choice for American students of all ages from the age of 7 to 21. Few know that cricket was one of America’s earliest sports being imported by the British. Even George Washington and John Adams played. A key focus of the Academy is the personal development of the players. We believe that the differentiators of sportsmen should be their talent and the ability to manage their emotions, and not simply having the best technology and facilities. Ultimately, this inside-out approach leads to greater sustainable sporting performance and development of life skills.

In building the Cricket DNA discovery process everything that has been learned from our broader DNA Behavior research has been drawn upon. The unique approach of DNA Behavior is to have all cricket players complete their Cricket DNA Personality Profile online to learn more about their talents and also struggles, which if unchecked could get in the way of success. Research and experience shows that when a person combines both their talents with passions they can achieve great results and also build great team relationships through better understanding others. Of course, this leads to greater enjoyment from the game and overall commitment to excel.

Further, the DNA Behavior methodology extends to the coaches. It is absolutely crucial the coaches complete their profiles and talk about them with the team. Team success really increases when there is a high degree of trust between the coach and players. If the player-coaching relationship is broken then failure and disruptive behaviors will not be far away.

These same principles apply in all walks of life whether it be business, personal relationships, sports, the arts and so on.

Visit Cricket DNA for more information: http://www.cricketdna.com

Fix Corporate Behavior… Fix the Board

I have had some interesting discussions in the past few weeks with business leaders from many different industries and backgrounds in the United States. One of the areas that consistently comes up is poor corporate governance. As mentioned in my last blog most of the economic problems we have right now are due to the behavior of our leaders.

Being direct, alot of leadership behavior is not properly monitored. So, a key step towards fixing the problems we have today would be to change the corporate governance structures in publicly traded companies. In particular, I believe that the roles of Chairman and Chief Executive/President must be separated. You cannot have the Chief Executive of a company also its Chairman. This places far too much power in the hands of one person. Decisions for the company will largely be made by that person ? and while that leader may have many great strengths, he or she may also have alot of blind-spots and biases which will go unchecked. Further, that leader may be tempted to make decisions out of self-interest – whether it be remuneration, selling the company or make any decision which benefits him or her.

You only need to look at the evidence out there to see how many great companies have been destroyed in the last 10 years because there has been a leader who is too dominant and acted out of self interest which has gone unchecked through proper board governance. I do not believe investors should invest in companies who do not have the right corporate governance structure. Having the Chairman and CEO being the same person is very risky and at some point could mean the company is seriously endangered. So, as businesses restructure and investors start looking for good opportunities sound corporate governance should be one of the main factors considered. Taking this point further, the remuneration levels of the CEO’s should be reviewed. Frankly, in many companies they are way out of line compared to the value brought to the table by that person.