EFFECTIVE

COMMUNICATION
SKILLS
 INTRODUCTION

THE COMMUNICATION STYLESMATRIX

DIRECT COMMUNICATION STYLE

SPIRITED COMMUNICATION STYLE

SYSTEMATIC COMMUNICATION STYLE

CONSIDERATECOMMUNICATION
Introductio
n
 Unique style of communicating

 They are -
 Talkative and Extrovert

 Quiet and Reserved

 Outspoken

 Do not share their opinions in public.

 Formal and Direct

 Informal and like to take time getting to the main

point
 So how do these
different styles of
communication impact
us in the
workplace?
 Different
Communication Styles

Barriers
In
Commu
nication
 For Example -
 You may feel that someone is being aloof and

cold while they feel that they are being quick and
business-like.

 Or you might feel that someone is being too

analytical and detailed, while they feel that you
aren’t recognizing the importance of the small
things that can make a big difference.
 How to
OVERCOME
these
differences/barrie
rs ??
 Learn the basic of the different
characteristics communication
styles.
in which
 How they influence the your
context communication is happening.
 Learn to understand the other person’s communication
style.

 Learn your audience and what they need in

order to understand your message.

 Encode your message in a way that it becomes

more easy to decode it.

 Helps to deliver the message successfully.

 For Example –
 Imagine that you are in a foreign country.
 You can stumble about, using your own words
for things and trying to communicate.
 Both parties may become frustrated.
 There is very little chance that you will get the
result that you want.
 But if you can speak the language of the person
you want to speak with, suddenly you can
communicate.
 You can ask for what you need.
 Give them the information they need
 Hopefully achieve the result that is the original
aim of your message.
 When you employ this communication tool, you
simply make the choice to communicate to your
audience in their native tongue.
 Begin by studying the four basic communication
styles.
 How they relate to each other.
 Identify your own personal communication style.
 What particular barriers you might face when
communicating with the other styles.
 Learn some simple tools you can use to enhance
your communication with others, no matter what
communication style they are.
 It takes some time and practice to learn exactly what will
work in communicating with the people in your work
group.

 First of all, try to recognize the people in your office in

the descriptions of the different communication styles.

 Pay more attention to how they communicate with you as

a sign of their main communication style.

 Remember that not everyone fits neatly into a single

category.
 Some people will bridge more than one style,
depending on with whom they are communicating.

 You may need to do some experimenting to

determine which communication style works best
with them.

 It takes practice for you to become comfortable in

altering your own communication style or methods
in order to best communicate with others.
 You will still be inclined to your natural communication
style, which is to be expected.

 It is easier to alter your style when you have the time to

think about your communication, such as when writing
an email.

 However, over the time, adjusting your communication

style becomes faster and do not require thinking it out
ahead of time.
 Communication style refers to the choices
we tend to make when communicating to others.

 It involves 2 basic dimensions:

 ASSERTIVENESS LEVEL of our communication
 EMOTIVENESS LEVEL of our communication

 We also use different styles depending on

with whom we are communicating.
 There are many different models that describe the ways in
which we communicate.

 But one very useful model is based on the work of

Dr. Eileen Russo.

 Her matrix is displayed in Figure below.

 It shows that there are two different dimensions in

communication styles: the level of expressiveness and the
level of assertiveness.
 Each quadrant in the represents a
figure communication style. different

 People can fall anywhere within each quadrant, becoming

more uniformly one style over the others as they move
further from the center.

 The assertive communication styles tell others what to do

while the less assertive styles ask others what should be
done.

 The more expressive styles show emotion in their face,

speech, and tone while the less expressive styles refrain
from showing it.
 Highly assertive and not expressive.

 Tell others what to do instead of asking others what they

think should be done, They do not easily show emotions
in their communications with others.

 Expedient communication style.

 Appear terse and cold to others, who might take their

style of communicating personally.
 People with direct communication styles are the
‘go- getters’ in the group.

 They will work hard and fast.

 Allow few questions or distractions.

 These people need to use caution to avoid

appearing dictatorial or cold.

 If you are a direct style, you could probably use

some practice with listening skills.
 Direct communicators will try to tell you as little as
possible before moving on to the next topic – not
because they are trying to be evasive, but because they
are trying to save time.

 They won’t always stop to listen to others, even if

others have something valuable to contribute.

 They may seem impatient and overbearing at times, but

it’s not meant to be personal.

 They are attempting to focus on results rather than

emotions.
 They will speak their minds, even if it could be off-
putting to others.

 Don’t expect them to talk about their personal lives

– they like to keep business and personal
issues separate.

 They don’t back down from conflict, and at times

could be seen as being aggressive rather than
assertive in the way that they express their opinions.
 Tips for Communicating if You Have a Direct Communication Style

1. Make an effort to LISTEN fully to others

2. AVOID interrupting

3. ALLOW TIME for ‘chatting’ at the beginning of a meeting

4. Recognize that others may feel the NEED TO EXPRESS their emotions about
topics

5. Recognize that BRAINSTORMING can be helpful and not just a ‘time waster’

6. Try to COMMUNICATE YOUR EXPECTATIONS for how a meeting will go – the

length of time, the topics to be covered, and the expected results – before a meeting
occurs

7. Take the time to show your APPRECIATION for others’ contributions

8. DON’T USE EMAIL for sensitive or complicated topics

9. Allow time in your schedule for QUESTIONS AND FEEDBACK

 Tips for Communicating with People with a Direct Communication
Style
1. Ask if they have time to talk before jumping in

2. Get to the point quickly – don’t bore them with lots of background information

3. Limit ‘chatting’ or conversation that is off-topic

4. Use short, direct sentences

5. Ask for a specific call to action or make a specific request

6. Do not speak in the abstract

7. Only promise what you are certain you can deliver

8. Don’t give or ask for information about personal issues unless they initiate it
 Example
 The first example below shows the type of communication that will
not work with someone who has a direct communication style.
 In this example, Jane is the one with the direct communication style.
Hi Jane,
I heard from Alex that you landed a new large business account yesterday. He said that you
did an excellent job in explaining the company’s benefits to the customer and that you were
very professional.
Alex also said that the customer asked for a quote on a new phone system for his existing
offices. Have you thought about how you will proceed? Let me know if I can help you get the
quote together or if you need any ideas on the configuration. I’d like to get the quote to them
later this week if you think you can manage it. That way we would have a good chance of
getting the order in for this month’s numbers.
Thanks again, and hope you are having a good Tuesday so far!
Anne
 A person with a direct communication style will not necessarily
glean what you want them to do or by when. They will appreciate
the help, but they won’t appreciate the personal references or
information.
Jane,

Great job on the new account. I’d like to meet for 10-15 minutes tomorrow to discuss strategy
and timing. Please let me know if you’d prefer to meet at 1:00, 1:30, or 2:00 pm.

Thank you,

Anne

 See the difference?

 The first one does eventually get around to the point, but it is too
personal-sounding and doesn’t give a clear request for the direct
person to respond to.
 The second one still communicates approval and makes a request,
but it does so in a much clearer way.
 If it seems curt to you, don’t worry – the direct style person will
appreciate it.
 It’s a perfectly professional communication and there is much less
chance for misunderstanding.
 Very interested in the ‘big picture’.

 They are the dreamers, the inventors, and the innovators in the
group.

 Their communication may be full of grand ideas and hyperboles

that tend to be very persuasive to others at first.

 Love to flesh out ideas, brainstorm, and talk about the

big picture – as long as they get to do a lot of the talking!
 Spirited people can have a hard time nailing down the details
in their wonderful ideas.

 They may also have a hard time sticking to an agenda or to

one topic.

 They are not always very good at discussing the details or the
exact steps in the process.

 Both time management and remaining focused are challenges

for this group.

 While they can be very entertaining, getting them to

communicate clearly on specific topics may take the
assistance of someone else to guide them through a
conversation and keep them on track by bringing them back
to the subject at hand.
 Tips for Communicating If You Have a Spirited Communication
Style

1. When considering new ideas to share, also consider whether or not you have
suggestions on HOW TO PUT THOSE IDEAS INTO ACTION

2. RESPECT agreed-upon agendas and time limits when in meetings

3. Try to LIMIT SHARING OF PERSONAL ANECDOTES that take the

group off-topic

4. Make sure to ALLOW OTHERS TO CONTRIBUTE their ideas

and suggestions – and that you are listening

5. Be certain any REQUESTS YOU MAKE ARE CLEAR and that you convey
the reason for asking

6. Communicate your APPRECIATION for others’ work and input

 Tips for Communicating with People Who Have a
Spirited
Communication Style

1. Use an AGENDA WITH TIME LIMITS listed for each topic

2. PRAISE them in front of other people

3. Learn to GENTLY REDIRECT the conversation back to the topic at hand

4. UNDERSTAND that they may exaggerate

5. CHALLENGE them to break down their ‘big ideas’ into specific outcomes
and steps

6. REAFFIRM with them what they have agreed to do

 Example

Hi Sally!

I thought your presentation yesterday was fantastic! I enjoyed the way that you had the
audience participate in the session.

I think you would be a great choice for the educational component at our next board meeting.
The Board of Directors needs some information about local economic trends, but in a way that
is not too boring or complicated.

Would you like to have lunch to discuss it? I’m free on Thursday or Friday this week.

Let me know if either of those days will work for you.

Thanks so much!

George
 Like to focus on facts and details rather than opinions
and possibilities.

 Use and appreciate logic.

 Appreciate facts and analysis rather than the ‘big picture’ ideas
that have not yet been proved useful.

 Communication with tangible evidence is best for systematic.

 Uncomfortable expressing feelings.

 Avoid confrontation.
 They may be slower to respond to your communication, as
they are probably analyzing the situation and constructing
a logical, well thought-out response.

 Charts, graphs and trends are all useful tools for

communicating with systematic as well.

 They do not like conflict.

 They may tend to shut down communication rather than

dealing with emotional or confrontational situations.

 If you give them directions, you will need to be very

thorough and precise in relaying them.
 Tips for Communicating If You Have a
Systematic Communication Style
1. Recognize that not everyone follows linear thought processes and decision-
making

2. Realize that for good working relationships, consideration for

others’
feelings is important

3. Learn to ask qualifying questions that will help you get the information you
need

4. Ask others questions about themselves if you want to build rapport

5. Make sure you understand the scope of a project so that you don’t waste
time collecting information that is not going to be needed
 Tips for Communicating with People with a
Systematic Communication Style

1. Focus on the facts of the situation rather than individuals’ opinions

2. Speak with precision and accuracy rather than generalizations

3. Beorganized, on time, and on topic when you communicate

with them

4. Give logical reasons for your actions and for what you ask of them

5. Allow them time for research and analysis before decision-making

6. Avoid personal topics unless they open the conversation

The example of how not to communicate with a direct communication
style person is a good example of how not to communicate with someone
of a systematic style as well.

Avoid phrases like:

It’s my opinion that…

I believe that…

I feel that…

Instead, try using phrases like:

The data shows that…

The trends show that…

The results of the test show…

 Instead of… Use

20%, three out of five, an

Some, many, the majority of
average of 2.7

Next week Thursday at 3:00 p.m.

ASAP By tomorrow at noon

In a timely manner Within two weeks

They Gail, Amy, and Wes

An increase of 12% over five
An upward trend
years

When the following conditions

Eventually
have been met:
 Very concerned about the feelings of others.

 Please other people (to be included in their peer group).

 Like to work with others, help others, and connect to

others on a personal level.

 The ones to attempt to mediate any conflict in the group.

 Want everyone to have the chance to speak their minds,

have their turns, and receive recognition for their
 Natural trainers and counselors

 Enjoy helping others to succeed.

 Encourage group collaboration and communication.

 Refrain from expressing their own opinions if they think it will

displease others.

 This is the major communication challenge for those with the

considerate personality style – they may be reluctant to share an
opposing opinion, even if it’s important information, because they
are concerned about keeping the peace and being liked.

 They are also inclined to take direct communication as a personal

matter.
 Tips for Communicating If You Have a
Considerate
Communication Style

1. Recognize that other people’s opinions about a topic are separate from
their opinions about you

2. Realize that not everyone is comfortable discussing personal topics

with work colleagues; allow others to open personal topics before
asking questions

3. Respect your own opinion as you respect others’ opinions

4. Recognize that you don’t have to be friends with everyone, but you
should treat others and be treated professionally
 Tips for Communicating with People Who Have a
Considerate Communication Style

1. When possible, reassure them that your opinions are not personal

2. Express a sincere interest in their feelings, thoughts, and personal life

3. Encourage them to ask questions and share their opinions

4. Let them know that you appreciate their help

5. Resolve any conflicts quickly

6. Whenever possible, use requests instead of imperatives in discussing

the needed changes
 Example

 For considerate style people, the example used as how not to

speak to a direct style person is actually a good one to use
for a considerate style.

 It builds to the point easily.

 It shows care for the other person.

 It makes a request in a friendly and personal manner.