4. sales training communication styles

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  • A great presentation about a global language spoken by humans 'between the lines' but in the most unsubtle of ways.
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4. sales training communication styles

  1. 1. COMMUNICATION STYLES: MANAGING THE RELATIONSHIP PROCESS DR EARL STEVENS, OCTOBER 2009 <ul><li>4. Sales Training </li></ul>09/08/11
  2. 2. Communication Style Principles <ul><li>Individual differences exist and are important. </li></ul><ul><li>Individual differences tend to be stable. </li></ul><ul><li>There is a finite number of styles. </li></ul><ul><li>Everyone makes judgments about people based on communication style. </li></ul>09/08/11
  3. 3. Dominance continuum 09/08/11 Low High
  4. 4. Sociability Continuum 09/08/11 Low High
  5. 5. Dominance Indicator I Perceive Myself As Somewhat Cooperative Competitive Submissive Authoritative Accommodating Domineering Hesitant Decisive Reserved Outgoing Compromising Insistent Cautious Risk-taking Patient Hurried Complacent Influential Quiet Talkative Shy Bold Supportive Demanding Relaxed Tense Restrained Assertive 09/08/11
  6. 6. Sociability Indicator I Perceive Myself As Somewhat Disciplined Easygoing Controlled Expressive Serious Lighthearted Methodical Unstructured Calculating Spontaneous Guarded Open Stalwart Humorous Aloof Friendly Formal Casual Reserved Attention-seeking Cautious Carefree Conforming Unconventional Reticent Dramatic Restrained Impulsive 09/08/11
  7. 7. Communication Style Classification High sociability Low dominance 09/08/11 High dominance Low sociability
  8. 8. The Emotive Style 09/08/11 High dominance Low dominance Low sociability High sociability Emotive
  9. 9. Emotive Person <ul><li>Appears quite active </li></ul><ul><li>Takes the social initiative in most cases </li></ul><ul><li>Likes to encourage informality </li></ul><ul><li>Expresses emotional opinions </li></ul>09/08/11
  10. 10. The Director Style Low dominance 09/08/11 High dominance High sociability Low sociability Emotive Director
  11. 11. Director Person <ul><li>Appears to be quite busy </li></ul><ul><li>May give the impression of not listening </li></ul><ul><li>Displays a serious attitude </li></ul><ul><li>Likes to maintain control </li></ul>09/08/11
  12. 12. The Reflective Style High sociability Low dominance 09/08/11 High dominance Low sociability Emotive Director Reflective
  13. 13. Reflective Person <ul><li>Controls emotional expression </li></ul><ul><li>Displays a preference for orderliness </li></ul><ul><li>Tends to express measured opinions </li></ul><ul><li>Seems difficult to get to know </li></ul>09/08/11
  14. 14. The Supportive Style High sociability Low dominance 09/08/11 High dominance Low sociability Emotive Director Reflective Supportive
  15. 15. Supportive Person <ul><li>Gives the appearance of being quiet and reserved </li></ul><ul><li>Listens attentively to other people </li></ul><ul><li>Tends to avoid the use of power </li></ul><ul><li>Makes decisions in a thoughtful and deliberate manner </li></ul>09/08/11
  16. 16. Emotives in the “Excess Zone” <ul><li>Express highly emotional opinions </li></ul><ul><li>Stop listening to the other person </li></ul><ul><li>Try too hard to promote own point of view </li></ul><ul><li>Become outspoken to point of being offensive </li></ul><ul><li>Use exaggerated gestures and facial expressions to make a point </li></ul>09/08/11
  17. 17. Directors in the “Excess Zone” <ul><li>Get impatient with the other person </li></ul><ul><li>Become dictatorial and bossy </li></ul><ul><li>Will not admit being wrong </li></ul><ul><li>Become extremely competitive </li></ul><ul><li>Are cold and unfeeling when dealing with people </li></ul>09/08/11
  18. 18. Reflectives in the “Excess Zone” <ul><li>Become stiff and formal during social interactions </li></ul><ul><li>Are unwilling to make a decision </li></ul><ul><li>Avoid displaying any type of emotion </li></ul><ul><li>Display a strong dislike for change </li></ul><ul><li>Are overly interested in detail </li></ul>09/08/11
  19. 19. Supportive in the “Excess Zone” <ul><li>Agree with everyone </li></ul><ul><li>Are unable to take a strong stand </li></ul><ul><li>Become overly anxious to win approval of others </li></ul><ul><li>Try to comfort everyone </li></ul><ul><li>Constantly seek reassurance </li></ul>09/08/11
  20. 20. What Style is Your Buyer? High sociability Low dominance 09/08/11 High dominance Low sociability Emotive Director Reflective Supportive
  21. 21. Communication in Business <ul><li>Good communications are essential within a business if it is to prosper. </li></ul><ul><li>In any business, the communication of information is an essential part of three key business activities: </li></ul>09/08/11
  22. 22. Barriers to Communication 09/08/11
  23. 23. Overlooked Communications Skills <ul><li>According to a UCLA study , the three V ’s have varying impact: </li></ul><ul><ul><li>Verbal (content) = 7% </li></ul></ul><ul><ul><li>Vocal (how you sound) = 38% </li></ul></ul><ul><ul><li>Visual (body language) = 55% </li></ul></ul><ul><ul><li>you need sizzle with the content!! </li></ul></ul><ul><li>Retention </li></ul><ul><ul><li>we only retain 20% of what you hear </li></ul></ul><ul><ul><li>but you retain 50% of what we see & hear </li></ul></ul>09/08/11
  24. 24. Non Verbal Cues can Help “ Influence ” the Sales Process 09/08/11
  25. 25. Cues for Sales Success 09/08/11
  26. 26. Relationship Building Keys <ul><li>Challenge is to... </li></ul><ul><ul><li>Quickly build rapport with new prospects </li></ul></ul><ul><ul><li>Positive, trustworthy, likeable </li></ul></ul><ul><li>Transforming personal relationship in business relationship in order to gather information and really understand the customers need and wants </li></ul><ul><li>Management of relationship </li></ul><ul><ul><li>Long term </li></ul></ul><ul><ul><li>Multiple relationship at one time </li></ul></ul><ul><li>Establish a Relationship Strategy </li></ul><ul><ul><li>Adapt a win/win philosophy </li></ul></ul><ul><ul><li>Project a professional image – integrity </li></ul></ul><ul><ul><li>Practice different communication style </li></ul></ul><ul><ul><li>Become a problem solver </li></ul></ul>09/08/11
  27. 27. END

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