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Who Are You?Which of these four quadrants best describes your personality? Although you will probably see words in eachquadrant that you relate to, pick the list that best represents you in your professional role.The Four Personality Quadrants1 3 ate4 tDetermined 2013 The Corporate Executive Board Company.All Rights Reserved. CCC4643312SYN-B13
Overview of Social StylesThere are four basic behavior styles determined along two dimensions: ask versus tell and relationship versus task.Each sector of the grid below represents a different personality type.The Personality inerFeeler Loyal Outgoing Cooperative Enthusiastic Supportive Influential Sensitive Playful Patient Spontaneous Reliable AmbitiousAskTellThinkerAnalytical Independent Thorough Candid Serious Decisive Methodical Practical Precise Efficient Deliberate DeterminedAvoid 2013 The Corporate Executive Board Company.All Rights Reserved. CCC4643312SYN-C22Controller TaskAutocrat
a Primer oN The CoNTrollerControllers tend to issue directives, among the other characteristics below.social style overviewalso Known as: DriverKey Characteristics: Independent Candid Decisive Practical efficient DeterminedPrimary reaction to stress: Autocraticmeasures Personal success By: Resultsyou at your Bestyou at your Worst efficient Harsh focused Controlling Goal-oriented short-sighted Realistic Abrasive Independent Pushy Determined Power-seekingfamous Controllers: Henry ford, BarbaraWalters, Malcolm X, Charles lindbergh,teddy Roosevelt, Mike Wallacehow to identify Controllersverbal Clues:Non-verbal Clues:Uses commands rather than questions.Moves quickly.speaks fast.leans forward when making a point.speaks directly and succinctly.Very task-oriented.Not apt to tell stories.Disciplined about time.Not very talkative.often prefers working aloneor directing others.focuses on facts and data.exerts pressure for decisions.Controls facial expressions.Uses direct eye contact. 2013 The Corporate Executive Board Company.All Rights Reserved. CCC4643312SYN-C24
a Primer oN The eNTerTaiNerEntertainers tend to be more emotional in nature, among the other characteristics below.social style overview: entertaineralso Known as: expressiveKey Characteristics: outgoing enthusiastic Influential Playful spontaneous AmbitiousPrimary reaction to stress: Attackingmeasures Personal success By: Applauseyou at your Bestyou at your Worst Ambitious overbearing enthusiastic Unrealistic Visionary egotistical fun-loving Undisciplined friendly Manipulative Influential Hastyfamous entertainers: Muhammad Ali, BillClinton, Madonna, Pablo Picasso, oprahWinfreyhow to identify entertainersverbal Clues:Non-verbal Clues:Uses commands rather than questions.Uses motions and gestures.speaks fast.full of energy.speaks loudly.leans forward when trying to persuade.tells jokes and stories.Willing to take risks.Wanders from the topic.Apt to make quick decisions.shows a range of vocal inflection andtone.Dislikes monotony and routine.strongly expresses opinions.less disciplined about time.People-oriented.Makes eye contact. 2013 The Corporate Executive Board Company.All Rights Reserved. CCC4643312SYN-C26
a Primer oN The feelerLike entertainers, feelers are also more emotionally-driven, among the other characteristics below.social style overview: feeleralso Known as: AmiableKey Characteristics: loyal Cooperative supportive sensitive Patient ReliablePrimary reaction to stress: Acquiescingmeasures Personal success By: Attentionyou at your Bestyou at your Worst loyal Conforming supportive Needy Respectful Unsure Dependable Dependent Agreeable Awkward Perceptive easily Manipulatedfamous entertainers: Princess Diana, Geraldford, Mary tyler Moore, Ronald Reaganhow to identify entertainersverbal Clues:Non-verbal Clues:speaks slowly.slow to make decisions.speaks softly.Moves slowly.Asks others for their opinions.People- and team-oriented.tends to be quiet in group settings.leans backward even when making apoint.offers compromises or synthesizesothers’ ideas.tentatively offers suggestions.More apt to remember personalinformation and details about others.Prefers 1:1 interactions or small groupsettings.flexible about time.Relaxed posture.Responds to the feelings of others. 2013 The Corporate Executive Board Company.All Rights Reserved. CCC4643312SYN-C28
a Primer oN The ThiNKerThinkers tend to be rationally-minded, in addition to the other characteristics below.social style overviewAlso Known As: AnalyticalKey Characteristics: Analytical Thorough Serious Methodical Precise Deliberateyou at your BestPrimary Reaction to Stress: AvoidanceMeasures Personal Success By: ActivityFamous Controllers: George H.W.Bush, Albert einstein, Alan Greenspan,Woodrow Wilson rganizedyou at your Worst CriticalIndecisiveOld-FashionedHard to PleaseMoralisticUnemotionalhow to identify Thinkersverbal Clues:Speaks slowly.Leans backward when talking.Speaks softly.Likes to work alone.“Ask-oriented” even when givingdirections.Slow to make decisions.Careful in choosing words.May stop mid-sentence, then begin anew sentence that they believe makesmore sense.Moves slowly.Carefully researches and examines allopinions.Focused on details.Qualifies ideas with facts and data.Disciplined about time.Little inflection in voice and tone.Appears serious and detached fromfeelings.Not apt to tell stories.Fact- and task-oriented. 2013 The Corporate Executive Board Company.All Rights Reserved. CCC4643312SYN-C30Non-verbal Clues:Responds to the feelings of others.
Customer Service by Personality TypeEvery personality has its unique strengths and shortcomings. By becoming self-aware and understanding whoyou are, you can utilize your traits to create the best customer experiences.Customer Service by Personality s:Your slower-paced, cooperativenature is ideal for understandingcustomers and their needs.Keep in mind:Remember what your goals are,where you stand, and what you aresetting out to accomplish. Don’tget caught up in the customer’semotions—keep a clear head andremember your next steps.Strengths:Your high energy and quick actionsare perfect for engaging withcustomers on a personal level.Keep in mind:Listen more, and when others startto speak, don’t raise your voice totalk over them. Your customer isimportant—share the limelight withthem.AskTellThinkerControllerStrengths:Your systematic fact gathering andcautious decision-making are greatfor analysis and issue resolution.Keep in mind:How you say it is just as importantas what you say—don’t forgetto position the solution for thecustomer’s benefit and use positivelanguage. Don’t lead with thenegative.Strengths:Your fast-paced, goal-orientedapproach is perfect for solvingproblems.Keep in mind:Make sure to slow down andlisten to your customers’ ideas,suggestions, and requests. Listenactively until you understand whytheir problems are important to them,and remember to incorporate yourcustomer’s needs into your solution.Task-Oriented 2013 The Corporate Executive Board Company.All Rights Reserved. CCC4643312SYN-C32
verBal Clues To ideNTify CusTomerPersoNaliTy TyPeFor every customer personality type you interact with, there are some verbal clues that can help identify thecustomer personality type—the first step in offering personality-based service to customers.how to identify Controllersverbal Clues:how to identify Thinkersverbal Clues:Uses commands rather than questions.Speaks slowly.speaks fast.Speaks softly.speaks directly and succinctly.“Ask-oriented” even when giving directions.Not apt to tell stories.Careful in choosing words.Not very talkative.May stop mid-sentence, then begin a new sentencethat they believe makes more sense.focuses on facts and data.Qualifies ideas with facts and data.Little inflection in voice and tone.Not apt to tell stories.Fact- and task-oriented.how to identify feelersverbal Clues:how to identify entertainersverbal Clues:speaks slowly.Uses commands rather than questions.speaks softly.speaks fast.Asks others for their opinions.speaks loudly.tends to be quiet in group settings.tells jokes and stories.offers compromises or synthesizes others’ ideas.Wanders from the topic.tentatively offers suggestions.shows a range of vocal inflection and tone.strongly expresses opinions. 2013 The Corporate Executive Board Company.All Rights Reserved. CCC4643312SYN-C44
How Should You Engage with Your Customer?Just as your own personality style causes you to interact with others in a certain way, customer personality stylesaffect how they communicate and receive information as well. Therefore, it is important to consider how thecustomer is communicating—it will tell you a lot about how they want to be supported.FeelerEmpathy-Oriented“I need to feel goodabout my next steps.”Character Traits: CooperativeSensitivePatientRemember To: Invite theiropinionProvideassuranceShow t’s have somelaughs while we fixthe problem.”Character Traits: AnalyticalThorough SeriousRemember To: 2013 The Corporate Executive Board Company.All Rights Reserved. CCC4643312SYN-C52Do not interruptExplainprocessesSlow downconversation ThinkerProcess-Oriented“Take the time to fullyexplain the what andthe why.”Character Traits:OutgoingEnthusiasticSpontaneousRemember To:Maintain aninformal toneMention personalinformationFocus first onthe “big picture”ControllerResults-Oriented“Let’s cut to the chase.”Character Traits: IndependentCandidDeterminedRemember To: Directly addressissueSpeed up paceof conversationProvide cleartimeline for result
Guide to Interacting with OtherPersonality TypesGuide to Interacting with Other Personality TypesInstead of delivering a one-size-fits-all experience, use this guide to alter your behavior in a way that matchescustomer personality type.PersonalityTypeControllerController Thinker ThinkerListen before youspeakTake time tounderstand theother point of viewBe willing to beflexibleSomeone’s gotto take chargeAccept thatsomeone else mightbe right Keep it shortDon’t overload withinformationMeet deadlinesShow action beingtakenBe prepared to “runwith it” EntertainerAllow time to gainanswersGive the reasoningbehind yourthoughtsExplain thingsclearlyAccept silenceBe patient Keep to the pointHave an agendaSet timeframesKeep the big picturein mindDon’t get suckedinto details FeelerDon’t dictateBe less abruptLighten upDon’t take yourselftoo seriouslyRespond to his orher humor Pick up the paceUse dynamic wordsGive the top lineBe willing to movefrom your originalplansKeep an open mind Entertainer Show commitmenttoward the goalTake things seriouslyBe realisticInvolve them indecisionsGet the job done Feeler Don’t try to engagein small talkBe directBe decisiveShow confidenceDon’t expect areaction Stick to the rulesand proceduresBe organizedHave a clear plan ofactionDo what you sayyou willShow awareness ofthe task Keep to the subjectShow enthusiasmfor the taskSee things throughDon’t let your heartruleyour headFocus on the detail 2013 The Corporate Executive Board Company.All Rights Reserved. CCC4643312SYN-C54Don’t hog thelimelightLet him or her speakDon’t try tooutshine him or herDon’t compete forattentionKeep to the job athand Don’t drown him orher inthe problemsShow enthusiasmfor ideasBe energeticDon’t take thingspersonallyDon’t becomeoverinvolved Show empathyDon’t leap straightto the businessSoften yourlanguageGive reassuranceThink of the personas part of thesolutionA solution is notalways neededAppreciate theirinputDon’t overchallengehis or her viewpointEncouragequestionsIt’s not just aboutprocess,show some passionTone it downAsk about him orherThink before youspeakConsider his or herfeelingsInvolve him or her inthe taskIt’s not all about youKeep a balancedviewDon’t worry aboutthings outof your controlSeparate fact andfeelingsDon’t get distractedfromthe task
PersoNaliTy TyPes Guide to interacting with other Personality Types Instead of delivering a one-size-fits-all experience, use this guide to alter your behavior in a way that matches customer personality type. Personality Type Controller Thinker entertainer feeler Controller Listen before
