Case Study analysis of impact of personality

types on communication

ICA (2018-19)

By Manikanth Talakokkula (N034) &

Chandransh Tiwari (N016)

30/03/2019

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TABLE OF CONTENT
Table of Contents
Acknowledgement.................................................................................................3
Introduction ...........................................................................................................4
Literature Review ..................................................................................................6
Case Study ...........................................................................................................15
Analysis ...............................................................................................................17
Conclusion...........................................................................................................28
Webliography……………….…………………………………………………..29

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ACKNOWLEDGEMENT

We would like to express our special thanks of

gratitude to our Professor (Dr. Meetesh Jha), our
honorable Director (Dr. Pradip Chande) as well as
our Dean (Dr. Srinivasan) who gave us the
opportunity to do this project on Effective
Communication which also contributed to our
learning more about human behavior.

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INTRODUCTION
Communication is the only way we can express ourselves. Effectively
and precisely conveying the message is the ultimate goal. One cannot
achieve things if they are not good at communicating. It helps us to
interact with others understand them. In any organization
communication is essential to solve issues and dealing with other
people. It helps one to earn respect, build trust over others and gel
around with everyone around us.

Communication keeps the foundation of motivation. It helps the

employer to know how a job is being performed and to improve
performance if it is not up to the mark.

In the current business scenario, no business can survive in isolation.

Socializing is very important and communication is the tool that helps
in socializing. Ineffective or wrong communication can lead to
conflicts or problems and hence one needs to be very careful. Be it
verbal or nonverbal everything speaks and one needs to have control
over it.

In an organization there can be horizontal flow of communication or

there can be vertical flow of communication.

Communication doesn’t only refer to verbal communication, there is

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nonverbal communication too. Overall communication is 80%

nonverbal and 20% verbal.

Not only this ahead comes the barriers of communication which are
vital.
There are 4 types of Barriers of communication which should always
be taken in mind to make yourself clear to the other part

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LITERATURE REVIEW

We shall be focusing on aspects:

1.Myers-Briggs Typology System (MBTI)

It is an introspective self-report questionnaire with the purpose of indicating differing
psychological preferences in how the people perceive the world around them and make
decisions.
The MBTI was constructed by Katharine Cook Briggs and her daughter Isabel Briggs
Myers.
The Myers Briggs evaluates personality type and preference based on four Jungian
psychological types.
It classifies people onto 16 broad personalities based upon their personal traits.

THE BROAD ASPECTS OF THIS TEST ARE

Focus on world- Extraversion or Introversion

Extraversion- A person who scores high in extraversion on a personality test is the life of
the party. They enjoy being with people, participating in social gatherings, and are full of
energy. A person low in extraversion is less outgoing and is more comfortable working
by himself.
Introversion -is one of the major personality traits identified in many theories of
personality.
People who are introverted tend to be inward turning, or focused more on internal
thoughts, feelings and moods rather than seeking out external stimulation.
Information Processing- Sensing (S) or Intuition (N)
Sensing- Sensors focus on the present. They are “here and now” people. They are factual
and process information through the five senses. They see things as they are because they
are concrete and literal thinkers. They trust what is certain. Sensors value realism and
common sense. They especially like ideas with practical applications.
Intuitive people live in the future and are immersed in the world of possibilities. They
process information through patterns and impressions. Intuitive people value inspiration
and imagination. They gather knowledge by reading between the lines. Their abstract
nature attracts them toward deep ideas and concepts. They see the “big picture”.

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Decision Making- Thinking (T) or Feeling (F)

Thinking people are objective. They make decisions based on facts. They are ruled by
their head instead of their heart. Thinking people judge situations and others based on
logic. They value truth over tact and can easily identify flaws. They are critical thinkers
and oriented toward problem solving. Thinking does not mean a person is without
emotion
Feeling people are subjective. They make decisions based on principles and values. They
are ruled by their heart instead of their head. Feeling people judge situations and others
based on feelings and extenuating circumstances. They seek to please others and want to
be appreciated. They value harmony and empathy.
Planning Structure- Judging (J) or Perceiving (P)
Judging people think sequentially. They value order and organization. Their lives are
scheduled and structured. Judging people seek closure and enjoy completing tasks. They
take deadlines seriously. They work then they play. The Judging preference does not mean
judgmental. Judging refers to how a person deals with day-to-day activities.
Perceivers are adaptable and flexible. They are random thinkers who prefer to keep their
options open. Perceivers thrive with the unexpected and are open to change. They are
spontaneous and often juggle several projects at once. They enjoy starting a task better
than finishing it. Deadlines are often merely suggestions. Perceivers play as they work.
This test gives us a broad picture and helps us know more about a person.
2.Barriers to communication
There are many reasons why interpersonal communications may fail. In many
communications, the message (what is said) may not be received exactly the way the
sender intended. It is, therefore, important that the communicator seeks feedback to check
that their message is clearly understood.

1. Semantic Barriers
These are concerned with the problems and obstructions in the process of encoding and
decoding of a message into words or impressions. Normally, such barriers result due to
use of wrong words, faulty translations, different interpretations etc.
For example, a manager has to communicate with workers who have no knowledge of the
English language and on the other side, he is not well conversant with the Hindi language.
Here, language is a barrier to communication as the manager may not be able to
communicate properly with the workers.

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2. Psychological Barriers
Emotional or psychological factors also act as barriers to communication. The state of
mind of both sender and receiver of communication reflects in effective communication.
A worried person cannot communicate properly and an angry recipient cannot understand
the message properly.

Thus, at the time of communication, both the sender and the receiver need to be
psychologically sound. Also, they should trust each other. If they do not believe each
other, they cannot understand each other’s message in its original sense.

3. Organizational Barriers
The factors related to organizational structure, rules and regulations authority
relationships, etc. may sometimes act as barriers to effective communication. In an
organization with a highly centralized pattern, people may not be encouraged to have free
communication. Also, rigid rules and regulations and cumbersome procedures may also
become a hurdle to communication.

4. Personal Barriers
The personal factors of both sender and receiver may act as a barrier to effective
communication. If a superior think that a particular communication may adversely affect
his authority, he may suppress such communication.
Also, if the superiors do not have confidence in the competency of their subordinates,
they may not ask for their advice. The subordinates may not be willing to offer useful
suggestions in the absence of any reward or appreciation for a good suggestion.

All these barriers should be taken in mind while communicating anything.

3.PASSIVE-AGGRESSIVE COMMUNICATION is a style in which individuals

appear passive on the surface but are really acting out anger in a subtle, indirect, or
behind-the-scenes way. People who develop a pattern of passive-aggressive
communication usually feel powerless, stuck, and resentful – in other words, they feel
incapable of dealing directly with the object of their resentments. Instead, they express
their anger by subtly undermining the object (real or imagined) of their resentments.
Passive-Aggressive communicators will often:
mutter to themselves rather than confront the person or issue
have difficulty acknowledging their anger
use facial expressions that don't match how they feel - i.e., smiling when angry

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use sarcasm
deny there is a problem
appear cooperative while purposely doing things to annoy and disrupt
use subtle sabotage to get even

According to Honey and Mumford (1996) there are some other communication style: -
Activists

Activists involve themselves fully and without bias in new experiences. They enjoy the
here and now and are happy to be dominated by immediate experiences. They are open-
minded, not sceptical, and this tends to make them enthusiastic about anything new. Their
philosophy is: “I’ll try anything once”.
They tend to act first and consider the consequences afterwards. Their days are filled with
activity. They tackle problems by brainstorming. As soon as the excitement from one
activity has died down, they are busy looking for the next.

They tend to thrive on the challenge of new experiences but are bored with
implementation and longer-term consolidation. They are gregarious people, constantly
involving themselves with others but, in doing so, they seek to centre all activities around
themselves.

Pragmatists

Pragmatists are keen on trying out ideas, theories and techniques to see if they work in
practice. They positively search out new ideas and take the first opportunity to experiment
with applications.

They are the sort of people who return from courses brimming with new ideas that they
want to try out in practice. They like to get on with things and act quickly and confidently
on ideas that attract them.

They tend to be impatient with ruminating and open-ended discussions. They are
essentially practical, down-to-earth people who like making practical decisions and
solving problems. They respond to problems and opportunities as ‘a challenge’. Their
philosophy is: “There is always a better way” and “If it works, it’s good”.

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Theorists

Theorists adapt and integrate observations into complex but logically sound theories.
They think problems through in a vertical, step-by-step logical way. They assimilate
disparate facts into coherent theories.

They tend to be perfectionists who won’t rest easy until things are tidy and fit into a
rational scheme. They like to analyse and synthesise. They are keen on basic assumptions,
principles, theories, models and systems thinking. Their philosophy prizes rationality and
logic. “If it’s logical, it’s good”. Questions they frequently ask are: “Does it make sense?”,
“How does this fit with that?” and “What are the basic assumptions?”

They tend to be detached, analytical and dedicated to rational objectivity rather than
anything subjective or ambiguous. Their approach to problems is consistently logical.
This is their ‘mental set’ and they rigidly reject anything that doesn’t fit with it. They
prefer to maximise certainty and feel uncomfortable with subjective judgements, lateral
thinking and anything flippant.

Reflectors
Reflectors like to stand back to ponder experiences and observe them from many different
perspectives. They collect data, both first hand and from others, and prefer to think about
it thoroughly before coming to any conclusion.

The thorough collection and analysis of data about experiences and events is what counts,
so they tend to postpone reaching definitive conclusions for as long as possible. Their
philosophy is to be cautious. They are thoughtful people who like to consider all possible
angles and implications before making a move. They prefer to take a back seat in meetings
and discussions. They enjoy observing other people in action.

They listen to others and get the drift of the discussion before making their own points.
They tend to adopt a low profile and have a slightly distant, tolerant unruffled air about
them. When they act it is part of a wider picture which includes the past as well as the
present and others’ observations as well as their own.

4.NON VERBAL COMMUNICATION

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Kinesics
Kinesics communication is communicating by body movement and is perhaps the most
well-known non-verbal form of communication, although it is not the only way to talk
with others without words.

Body posture
The way that the body is held can communicate many different messages.
An open body that takes up a lot of space can indicate comfort and domination, whilst a
closed-in body that makes itself small can signal inferiority.
Copying of the other person's body shows agreement, trust and liking.

Gestures
Gesture is communicating through the movement of body and arms.
Ekman and Friesen (1969) identified five types of gesture:
Emblems: Direct replacements for words.
Illustrators: Shaping what is being said.
Affect displays: shows of emotion.
Regulators: for controlling the flow of conversation.
Adaptors: Self-oriented tension relievers and other forms.
Facial signals
When we communicate with others, we look mostly at their face. This is not a coincidence
as many signals are sent with the 90-odd muscles in the face. The way the head tilts also
changes the message.
The eyes are particularly important, and when communicating we first seek to make eye
contact. We then break and re-establish contact many times during the discussion.
Eyebrows and forehead also add significant signals, from surprise to fear to anger.
The mouth, when not talking can be pursed, downturned or turned up in a smile.

Proxemics
People often refer to their need for "personal space," which is also an important type of
nonverbal communication. The amount of distance we need and the amount of space we
perceive as belonging to us is influenced by a number of factors including social norms,
cultural expectations, situational factors, personality characteristics, and level of
familiarity.

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1) Intimate Zone (from 6 to 18 inches): This is the zone a person guards as individual
property. Only romantic partner, close friends and relatives are allowed to enter in it.

2) Personal Zone (from 18 to 48 inches): This is the distance we keep from others during
friendly interactions, social gatherings or parties.

3) Social Zone (from 4 to 12 feet): This is the distance we keep from strangers or persons
with little acquaintance.

4) Public Zone (above 12 feet): This is the comfortable distance we maintain

while interacting or addressing to large group of people.

Haptics
Communicating through touch is another important nonverbal behavior. There has been
a substantial amount of research on the importance of touch in infancy and early
childhood. Harry Harlow's classic monkey study demonstrated how deprived touch and
contact impedes development. Baby monkeys raised by wire mothers experienced

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permanent deficits in behavior and social interaction. Touch can be used to communicate
affection, familiarity, sympathy, and other emotions.

Chronemics
Chronemics refers to the study of how time affects communication. Time can be classified
into several different categories, including biological, personal, physical, and cultural
time.
Oculesics
Oculesics is the study of the role of eyes in nonverbal communication. This includes the
study of eye gaze and pupil dilation. Studies have found that people use their eyes to
indicate their interest and with more than the frequently recognized actions of winking
and slight movement of the eyebrows. Eye contact is an event when two people look at
each other's eyes at the same time. It is a form of nonverbal communication and has a
large influence on social behavior.

Dominant Communication Style

Every person has a unique communication style, a way in which they interact and
exchange information with others. There are four types as illustrated below:

Thinkers: Thinkers love to gather information. However, they need to mentally rehearse
before they present, and take time to evaluate and wind down after the show. They take
their time making decisions, but stand by what they decide once they do. They desire clear
expectations, specific goals, deadlines and structure. They live by a sense of order,
methodologies and personal responsibility.
Doing: Doers like to be in control. They like quick action and they like to see results.
They like to get to the point with little formalities. They don’t care for details and love
finding shortcuts. Otherwise, they get bored easily. They like autonomy, freedom and
taking risks. They are self-starters, innovators and love to expend physical energy.
Collaborating: They count on others to set the tone and determine direction. They are
consistent and reliable once given their responsibilities. They like to work with others
instead of alone but take their time trusting and allowing new people to join their
established groups. They do not readily give opinions, but this does not mean they don’t
have any. Because they are diligent and dependable, they often know the most about how
work is getting done. Although they may appear stubborn, they can be very flexible and
adaptable if they understand why the changes are being made and how they will benefit
themselves and others. They seek to reduce stress and promote harmony.

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Creating: They like to verbally process their thoughts so they welcome situations where
they can “think out loud” with others. They like to interrupt others, especially when they
are excited about the topic. They view this as conversation, not a disruption. They enjoy
people, desire approval and tend to be friendly, creative and persuasive. However, they
may need some help staying on track and following through on tasks. They desire social
interaction, acknowledgment and chances to be creative and have fun.

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CASE STUDY
Mr. Ali is the sales manager at Red bull. He completed his education from IPS and is a
person of marketing domain. He is graduate from Chameli Devi Institute of Technology
& Management, Indore he said that he accomplished his degree with 80%, he said that
his college life changed his behavior it helped him to build leadership skills, moral values.
He like to play chess and cricket. Hobbies are reading newspapers, listing music, gym,
He is merely satisfied with his salary, he was married in 2011 he had 1 child. His child is
studying in 1st grade. He’s well off. He spends 10 hours at his job. His wife is housewife.

He has a work experience of 8 years in this field. It has been 2.5 years since he is working
in Red Bull. He tries to avoid stress. He never avoids any work and tries to handle
everything in time. He never runs away from his duty. Due to work load he is sometimes
not able to give enough time to family but he tries his best to maintain the balance.

He is very much satisfied with all the perks salary and everything provided to him and
enjoys his position. His subordinates respect him and listen to his orders.
He is very understanding and tries to listen to the issues of his subordinates and
sympathies with them. His work never stops, even in case of subordinates are on leave,
he very well manages things. He tries to have good relation with everyone and also keeps
surveying the market to expand.

Being the regional manager for Red bull he has to take care of various activities relating
to the supply of products throughout Indore at cost-effective price. He has to make sure
that delivery of product is in time. He has to cut down on cost and also increase the
customer base.

In his organization under his department 11 other people are working. As he is the head
of this department, he has to know about everything that is going in the department. It has
become difficult for him to manage everything all together as it’s not only 11 people
inside organization but other people who are his customers.

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He has a habit of using a lot of technical jargons which makes it a problem for his
subordinates sometimes. They aren’t able to understand most of the things and end up
doing the wrong task. On the other he sometimes is in hurry due to which his body
language also conveys a different message all together. He stays calm as much as it is
possible.

There are lots of issues due to work pressure on him. The issues come in pictures when
the subordinates fail to complete work in time. Some of the issues which he mentions is
1. Late delivery of goods- The truck drivers sometimes don’t realise the importance
of time and reach to the destination late due to which the overall operations and
plan gets disturbed which leads to losses.
2. Quality check- Another issue which arises is the packaging and handling of the
items. Sometimes the packaging isn’t done properly due to which items get
damaged.
3. Indefinite sales pattern- The buyers buy good in undefined manner that is the
quantity and frequency is not fixed.
4. Lag in payment- The buyers try to avail goods on credit basis and often take time
to pay the amount due to which there is a lot of trouble caused.

The main objective here is to work with everyone and considering everyone’s value. His
job is difficult as he has to deal with a lot of people each day. He has to be in contact with
the suppliers all time. He has to keep track of stock available with him. The sales pattern,
preferences and everything is to be maintained by 1 person. He tries to open up to the
people and express as much as possible. He is an extrovert person.
Also, there is some problem with the assigning of tasks by the organization, the
subordinates end up in a blame game.

The main focus is to find the cause of problem and immediately take action over it.
Whenever he faces any problem regarding the work, he approaches his head without
giving a thought and they both land up to win-win situation which shows his assertiveness.
He happens to be tactful and worldly wise. He gave us all the information without
questioning anything and was ready to help us. His intellect reflects in his actions and is
impressive to talk to.

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OBSERVATION AND ANALYSIS

We studied the personality by performing some tests:

1.MBTI model
2.Communication Barrier
3.Non-Verbal communication
4. Personality type
5.Communication skill

MBTI model also helped us engaging us more and learning more about him.

ENFP PERSONALITY
From the test conducted

He happens to score high on extraversion he mentions it earlier too that he is outspoken

he like to be with people and is always full of energy. Talking to him personally we can
very well relate to it.

He happens to be intuitive as he is clear about his future goals, plans and always ready to
handle any challenges thrown at him. He is clear about his objectives and whatever he
wants to achieve. He processes information of all kinds from the buying pattern to the
payment pattern.

Feeling- He is emotional and understands the position of his subordinates when they fail
to complete any task or happen to be absent for days. He understands the problem and
takes the decision accordingly rather than stressing out or busting upon them.

He is a Perceiver as he is adaptable and flexible. He fits in his job very well and is happy
with all the perks, salary provided to him, He enjoys his work. He has the capability to

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handle more than 1 work at a time. When we were interviewing him, he was aware what
was going on in the department.

Communication Barriers identified by us were

Semantic barrier – Semantic barrier comes into picture as the employees working in are
from diverse places and sometimes it becomes a problem for them to understand some
terms which lead to the failure.

Also, the issue is that he uses some technical terms which might not be clear to the
subordinates.

Psychological Barriers- From his side he is always cool and calm but sometimes
employees are worried when they fail to complete any task. They are afraid that he would
scold them. He trusts his employees very well, problem can arise when there is someone
new in the organization.

Organizational barrier- The organizations is a bit unclear about the roles of the
subordinates at the lower level. They don’t have any fixed responsibilities.

NON-VERBAL COMMUNICATION
Kinesis- When we put all this question to him, he started to fidget with the pen which
shows that he is trying to comfort himself. After sometimes he tilted his head a bit and
kept his hands close with open palms indicating the sigh of openness.

Proxemics- We conducted interview in his personal cabin which was sound proof so that
there is no disturbance. There was a big desk in between and we sat at a distance of 6 7
feet which comes into social space which is suitable for both.

Haptics- When we reached their he greeted us with handshake and also bowed his hand a
bit to welcome us. He took us to the cabin.

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Oculesis- When we asked him questions, he looked into our eyes and answered every
question it indicating his confidence. His eye balls went up indicating his thinking
something related to past.

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CONFLICT MANAGEMENT SCORE

SHEET

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DOMINANT COMMUNICATION STYLE

X Z W Y
Disputes the issue Unruffled Focused Sociable
Will take a chance Flexible Rational Sympathetic
3.spur-of-the- Prudent Composed Extroverted
moment
4.directs others Asks Pensive Lively
5.decisive Ponders Diligent Gregarious
6.takes control Collaborates Independent Amicable
7.self-assured Noncommittal Orderly Demonstrative
8.convincing Open-minded Thorough Free-thinking
9.will fight for Will defend Effective Good-hearted
10.wants to win Hopeful Pragmatic Young-at-heart
11. eager Diplomatic Systematic Innovative
12.confident Accepting Pains taking High-strung
13.dominant Mild Plans Talkative
14.insistent Sensible Exact Helpful
15.urgent constant conventional Good-natured

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7 8 6 9 =30

TABLE BELOW

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He is very good at problem solving as he gave us examples of some situations that took
place in past like when the order got late by 3 days and he sent the supplies in distributed
quantitate so that all buyers are satisfied. Had he sent the order in bulk to only one buyer
would lead to dissatisfaction and distrust over other too.

Theorists
He happens to be a theorist as he able to adapt and integrate everything. He has the ability
to break complex task into simpler task and solve things logically.

Assertiveness- He possess this skill of assertiveness as whenever he has to deal with the
senior manager there is a win-win situation for both the parties.
He has good convincing power which provides him a lot of advantage when he has to
sign deals. He happens to be good at negotiating as he has expanded his approach to large
vendors.

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QUESTIONNAIRE TO BE ANSWERED BY
PARTICIPANTS

Q.1. What is your personality type of the three: Introvert, Extrovert or Ambient? (At least
2 methods of self-awareness to be used)
*Students need to give placards (explaining each personality type) to the participants for
reading and identifying the personality type they belong to.
*Students can ask participants to perform the JOHARI Window exercise, Communication
Styles Questionnaire, Transaction Analysis Exercise with the participants to gauge their
personality.

A.1 On the basis of interview we came to know that the person is Extrovert. He happens
to share everything with the employees and express things to the maximum level.

Using the Johari window analysis, we came to know that the person is good at expressing
things and many people know about his traits.
Also, we interviewed the subordinates.

He happens to be in the open quadrant where he knows well about his abilities and
personality and all this is also known by others too.
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Q.2. What are your hobbies? What do you generally prefer to do in free time? Have you
given specific time as “me time”? Since when are you pursuing these hobbies?
A.2 He has his me time by being home and relaxing. He sits at home and relax as much
as possible, reading newspapers, listening music, gym.

Q3. Is there pressure from anyone in the family, friends or colleagues (Or due to work)
that stops you from pursuing your hobby or passion? What did you do to lessen this
pressure?
A.3 There are moments and difficulties faced at various times. He tries to find the root
cause of any problem that comes in his way. The basic problem he has to deal with is
related to transfer of employees from one place to another. He also faces problems when
the task doesn’t get completed in time. He doesn’t like to have any flaws in the work
performed.

Q.4. Please narrate your work life? (Job Profile) Since when are you associated with this
company? Is your job satisfying in terms of salary, recognition, and self-growth (any other
parameter can be used by the students? (Maximum focus on self- growth. Students must
look for examples of concrete nature to narrate growth in the participants’ work tenure)
A.4 He is very much satisfied with the job and enjoys working over there. He has learnt
a lot of things over the past few years. He understands who all are important for the
company and tried to know them better ultimately contributing value to organization.

Q 5. Please narrate the work life challenges/conflicts you face frequently in your work
life with colleagues, seniors, etc.? (These challenges/conflicts may be from personal or
professional life. Depends on the participants on what they want to share/disclose.
Students must give/narrate one life scenario to prove their assertions in the case study).
A.5 He has to face issues regarding the conflicts but he is unable to devote much time in
addressing it properly.

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Q 6. How Was/were this/these conflict/s resolved? You resolved it on your own? The
opponent took steps to resolve it? A third-party intervention was inevitable?
A.6 He happens to handle out everything very calmly. He had changed a lot of companies
where he didn’t feel good working. He tries to handle situation professionally and
effectively.

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CONCLUSION
This case study helps us to analyze individual behavior, conflict management style, and
communication styles used by the individual in the corporate life. We also understood his
day to day activities and time management

By interviewing the manager, we analyze how a manager use different non-verbal

communication in different situation, we had learned how they face different conflicts at
different level and with how efficiency they able to solve the conflict which also derives
their conflict management style. We learn how a manager deal with different level of
employees at different ways.

We also learn how to implement MBTI, Communication style and conflict management
to real life scenario

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Webliography
 https://www.psychologytoday.com/us/blog/cutting-edge-leadership/201402/the-truth-about-myers-
briggs-types
 https://marketbusinessnews.com/financial-glossary/kinesic-communication-definition-meaning/
 https://ogefacultymentoring.web.unc.edu/files/2016/09/Communication-Styles-Test-4-Dominant-
Styles.pdf
 http://www.selfawareness.org.uk/news/understanding-the-johari-window-model

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