Chapter 5- Communication Styles

How does Roger Wenschlag (The Versatile Salespeople) describe Versatility?

"The degree to which a salesperson is perceived as developing and maintaining buyer comfort throughout the sales process."

What are verbal/nonverbal clues to identify Emotive people?

1. Appears quite active 2. Takes the social initiative 3. Likes to encourage informality 4. Expresses emotional opinions.

What are verbal/nonverbal clues to identify Directive people?

1. Appears quite busy 2. May give the impression of not listening 3. Displays a serious attitude 4. Likes to maintain control.

What are verbal/nonverbal clues to identify Reflective people?

1. Controls emotional expressions. 2. Displays a preference for orderliness. 3. Tends to express measured opinions. 4. Seems difficult to get to know.

What are the two major dimensions of the communication style model?

1. Dominance 2. Sociability

What are the four communication styles in the communication model?

1. Emotive style 2. Directive style 3. Reflective style 4. Supportive style

What are verbal/nonverbal clues to identify Supportive people?

1. Gives the appearance of being quiet and reserved. 2. Listens attentively to other people. 3. Tends to avoid the use of power. 4. Makes decisions in a thoughtful and deliberate manner.

What are the communication style principles?

1. Individual differences exist and are important. 2. A communication style is a way of thinking and behaving. 3. Individual style differences tend to be stable. 4. There is a finite number of styles. 5. To create the most productive relationships, it is necessary to get in sync with the communication style of the people you work with.

What is communication style bias?

A state of mind that almost everyone of us experiences from time to time. It can develop when we have contact with another person whose communication style is different from our own.

Describe the Supportive style:

Ac combination of low dominance and high sociability. These people find it easy to listen and do not express their views forcefully "Low visibility".

What key words are used to describe Directive people?

Aggressive, intense, serious, opinionated, determined, frank, impatient, bold, pushy, demanding, etc.

What do supportive styles display when they're in the excess zone?

Agrees what everyone. Is unable to take a strong stand. Tries to comfort everyone. Becomes overly anxious to win approval of others.

What is adaptive selling?

Altering sales behaviors in order to improve communication with the customer. Relates to the salesperson's ability to collect information regarding the customers needs and respond appropriately.

What do reflective styles display when they're in the excess zone?

Becomes stiff and formal. Is unwilling to make a decision. Avoids displaying any type of emotion. Is overly interested in detail.

How does communication style influence the relationship process in sales?

By failing to communicate effectively with prospective clients. Sales people who are willing to develop style sensitivity and engage in appropriate style flexing can minimize communication style bias to succeed in selling.

Describe the directive style:

Defines a style that combines high dominance and low sociability.

Describe the emotive style:

Defines a style that combines higher sociability and high dominance. Emotive people are expressive and willing to spend time maintaining and enjoying a large number of relationships.

What is the dominance continuum?

Dominance defined as the tendency to control or prevail over others. Low dominance: tendency to be cooperative, let others control things, and be lower in assertiveness. High dominance: tendency to control things, initiate demands, and be more aggressive when dealing with others.

What do emotive styles display when they're in the excess zone?

Expresses highly emotional opinions. Stops listening to the other person. Tries too hard to promote own point of view. Becomes outspoken to the point of being offensive.

Describe the reflective style:

Features a combination of low dominance and low sociability. Tend to carefully examine all the facts before arriving at a decision. A stickler for detail.

What do directive styles display when they're in the excess zone?

Gets impatient with the other person. Becomes bossy and dictatorial. Does not admit being wrong. Becomes extremely competitive.

What is the excess zone?

It's characterized by a high degree of intensity and rigidity. By allowing yourself into this zone, you become very inflexible, which can be interpreted by others as a form of bias towards their style.

What key words are used to describe Supportive people?

Lighthearted, reserved, passive, docile, warm, patient, sensitive, relaxed, compliant, etc.

What key words are used to describe Reflective people?

Precise, deliberate, serious, stuffy, disciplined, preoccupied, questioning, aloof, etc.

What is the sociability continuum?

Sociability reflects the amount of control we exert over our emotional expressiveness. Defined as the tendency to seek and enjoy interaction with others. Low sociability: controlling your feelings, indicates a persons desire to work alone rather than working with other, more reserved and formal in social relationships. High sociability: tend to express feelings freely, indicates a persons preference to work with others.

What key words are used to describe Emotive people?

Sociable, spontaneous, stimulating, excitable, personable, dynamic, persuasive, etc.

What is a deliberate move from zone one to zone two (or vice versa) called?

Style flexing

What are the three dimensions of the intensity zone?

Zone 1: these people display their unique behavioral characteristics with less intensity than those in zone 2. Zone 1 communication styles are more difficult to identify because there is less intensity in both dominance and sociability. Zone 2: these people display their behavioral characteristics with greater intensity than zone 1 people.

What is style flexing?

The delivery berate attempt to adapt ones communication style to accommodate the needs of the other person.

Define communication styles:

The patterns of behavior that others observe. Also "behavior styles" and "social styles"