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Newsletter | Spring 2010 • Volume 18 • Issue 1This issue: Communication Styles and Delivery MethodsDear Readers, The Insight Communication Group has developed a Communication Profile that helps identify four different communication styles. Although there are many tools available in the industry, this assessment simplifies the classifications and characteristics to help you not only identify your style, but also to identify someone else's style and adapt! Pat Smith-Pierce explores the indicators of some communication problems and a few ways to fix them. Our guest columnist, Bob Widlansky, Vice President of Product Management at CCC Information Services, relates how he was able to improve his communication techniques from a nervous introvert to a confident public speaker with coaching from Pat. Finally, we look at two training delivery methods: Instructor-led training vs. e-learning, the pros and cons of each, and perceived importance of each. Sincerely, Dennis Hamilton Do I Need Help?
Several years ago Pat Smith-Pierce was interviewed by Carol Kleiman, noted columnist for the Chicago Tribune, who wrote articles on the workplace. Pat had devised a short list of questions that were indicative of potential problems. Here are those questions:
Kleiman concluded: If you've answered yes to two or more of these questions, you might want to consider working on your communication style. What's My Style? And How Do I Use It?Patricia Smith-Pierce
Sometimes the complaint circles around someone being too brusque. Other times, the person leaves such long voice mail messages that he or she needs to use 2 or 3 messages to get all of their thoughts in. (The same can be true of way-long e-mail messages as well.) One time a client wanted to explain why he was canceling his next session with me. He took three voice messages to tell me. As a person who prefers the bottom line, I would have appreciated having him simply tell me he had to cancel with perhaps one additional sentence. I didn’t need all the detail his communication style likes to provide. Yet again, the person may be a very nice person but irritates his or her co-workers by talking for long periods of time about what’s happening with family, friends, etc. Or the person always feels the need to "one-up" every one with stories that are better, funnier, sadder, etc., than anyone else’s. In each case, the “offender” is simply communicating with everyone else in his or her own communication style. After all, that’s what the person is comfortable with so that’s what they use. In fact, we ALL do that. One of the first steps in working with the person is to have him or her take our Communication Profile to determine which of four styles he or she uses. Sometimes a person uses just one style while others have what we call a Primary Style and a Secondary Style. Yet other people can be an even mix of all four styles! Often determining the person’s communication style is very illuminating in pointing out to him or her why some other people find them difficult to get along with. A second important element of the process is explaining to the person the primary characteristics of all four styles. These characteristics provide tools to help the person adapt, when appropriate, to others whose style differs from theirs. So our friend who is too brusque could take the time to explain things more fully or to give the perception of being interested in someone else’s family, depending on the style of the other person. Our friend who likes to one-up everyone with better, funnier, more relevant stories might try “biting his tongue” to let the other person be the star this time. Each person likes to be communicated with in a comfortable/familiar manner. Knowing your own style and understanding the other styles can go a long way in making you more successful. A Success Story: "Worst to First"Robert Widlansky Fifteen years ago I was the absolute worst public speaker in the class of new consultants at Bain and Company’s Chicago office. I nervously read through the bullet points on my slides as quickly as possible. I avoided audience eye contact as best I could. I gestured nervously, distracting the audience at random intervals. I mumbled. I droned endlessly about obscure and boring details in a monotone voice. You name it. I did it. I inadvertently did everything I could to render my verbal communications completely ineffective.
Since that time I have used Pat extensively with my own teams at CCC and elsewhere. She has led group sessions on communications styles and opportunities with my team. She has also led intensive 1:1 training with specific members of my team. She has dramatically helped my teams to understand that delivery counts and communications styles differ across generations and experience levels. Instructor Led Training vs. E-LearningDennis Hamilton Technology is evolving faster than changing late night talk show hosts, and communication across great distances is becoming almost instantaneous. Companies today are taking advantage of the latest and greatest to distribute information nationally and internationally to employees. E-learning training is becoming more popular in an effort to reach the most employees in the shortest amount of time. However, noted author Louis L'Amour stated in one of his books that wisdom is beyond knowledge as knowledge is beyond information. Rephrased, just because there is information does not mean there is knowledge, and in the training arena, distribution of information does not necessarily equate to training. Even if the concepts are simple, the skills to accomplish a task may be difficult and require lengthy practice, and an instructor may be required. The basic concepts of golf are simple: use a club to hit a ball into a hole using the fewest strokes possible. To do this well, though, you may want to get some face-to-face instruction and practice a bit. When training employees, one must take into consideration the delivery method and make a sound decision on whether an instructor should be used or would e-learning suffice? There is a place for both and each has advantages and disadvantages. Below are listed some Pros and Cons of each method. These are obviously not all inclusive.
One other thing that you may want to consider when choosing a delivery method: How important is the topic? From the viewpoint of the audience, if an organization decides to take the time to get an instructor and schedule classes, that may be perceived as being more serious than completing a CD at your leisure.
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Past Issues If you'd like to request a previous newsletter, please contact us. |
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The Insight Communication Group 1425 W. Schaumburg Rd #311 Schaumburg, IL 60194 (847) 895-6527 (847) 895-6576 FAX office@ticgltd.com www.theinsightcommunicationgroup.com |
Editor Dennis Hamilton CEO and Founder Patricia Smith-Pierce |
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Copyright 2010 The Insight Communication Group Ltd. |
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Many of us are not aware when our communication styles are inhibiting interaction. We always wonder what's wrong with the other guy. How come he doesn't understand what I want? Why is she so dense?
One of the areas which we are most often asked to work on with clients is how a person comes across to others.
Luckily, Bain gave me the opportunity to work intensively on my communications style and content with Pat Smith-Pierce. After three months of practice presentations, videos and role-play, I had become the best public speaker in my class.
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