CUSTOMER SERVICE – MODERN APPROACH GNED 160

Social Styles – Who’s our Customer

Goal: To understand different Social Styles and to help improve your communication and selling skills.

STYLES – Measuring 2 key behaviours

1. Assertiveness: Behavioural Clues

Verbal
More assertive
Less Assertive
Tells
Asks Direct eye contact
Thinks Loud
Quiet
Non-Verbal

Backs off Leans forward

Quiet body Aggressive
Listens Challenges

2. Responsiveness
 Who Controls Feelings, Who shows them?
 Less responsive (controls feelings)
 More responsive (shows feelings)

Less Responsive
Controls Emotions
Analytical Driving
Behaviour Behaviour

(Less Assertive) Asks Tells (More Assertive)

Amiable Expressive
Behaviour Behaviour

Shows Emotion
More Responsive

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 CUSTOMER SERVICE – MODERN APPROACH GNED 160

Elements of the Styles

1. What are your needs as a person, your values, integrity, and strengths
2. What stresses you?
3. If you won $ 1m, what would you do with it and in what order?
4. What must someone present to you to sell to you?

What They’re Like! How They Act!

Analytical Driver
Slower reaction Swift Reaction
Maximum effort to organize Maximum effort to Control
Minimum concern for relationships Minimum concern for caution in relationship
Historical time frame Direct Action
Cautious action Tends to reject inaction
Values Knowledge Values Planning

Amiable Expressive
Unhurried reaction Rapid reaction
Maximum effort to relate Minimum concern for routine
Minimum concern for effecting change Future time frame
Present time frame Impulsive action
Supportive action Takes risks
Tends to reject conflict
Values People

Student Exercise

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 CUSTOMER SERVICE – MODERN APPROACH GNED 160

Style Recognition Helper

1. Circle the letter or number that best represents how you perceive yourself on each of the scales indicated.
2. Then total the numbers of each letter and number circled.

I would describe myself as:

Go along with situation Take Charge

D C B A
__________________________________________________________________________________________
Quiet Talkative
D C B A
__________________________________________________________________________________________
Supportive Challenging
D C B A
___________________________________________________________________________________________
Compliant Dominate
D C B A
___________________________________________________________________________________________
Asks questions Makes statements
D C B A
____________________________________________________________________________________________
Co-operative Competitive
D C B A
____________________________________________________________________________________________
Introverted Extroverted
D C B A
____________________________________________________________________________________________
Slow, studied Fast-paced
D C B A
_____________________________________________________________________________________________
Low assertive High assertive
D C B A
_____________________________________________________________________________________________
Constrained Open
D C B A
_____________________________________________________________________________________________
Cold Warm
1 2 3 4
_____________________________________________________________________________________________
Calm Excitable
1 2 3 4

Reserved Animated
1 2 3 4
Task oriented People oriented
1 2 3 4

___________________________________________________________________________
Eyes serious Eyes friendly

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 CUSTOMER SERVICE – MODERN APPROACH GNED 160

1 2 3 4
_____________________________________________________________________________________________
Talks only business Share personal feelings
1 2 3 4
____________________________________________________________________________________________
Reserved Outgoing
1 2 3 4
_____________________________________________________________________________________________
Wants or uses facts Wants or uses opinions
1 2 3 4
_____________________________________________________________________________________________
Not emotional Emotional
1 2 3 4
_____________________________________________________________________________________________
Low responsive High responsive
1 2 3 4

Total the number of:

D’s______ C’s______ B’s______ A’s______

Total the number of:

1’s_____ 2’s_____ 3’s_____ 4’s______

The largest number of letters and numbers represent an approximation of your Social Style by verbal and non-
verbal behaviour.

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 CUSTOMER SERVICE – MODERN APPROACH GNED 160

Quadrants and Sub-quadrants

‘Its all about the Facts’

GREEN GOLD
D1 B1

Analytic C1 Driver A1

Ask D2 C2 B2 A2 Tell

D3 B3
Amiable Expressive

C3 A3

D4 C4 B4 A4
BLUE ORANGE

‘Its all about the People’

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