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People Literacy
How to Deal With Differences in People
by Susan Foster
Every manager has experienced the frustration of not understanding what makes an employee “tick.” We can’t understand why a management approach that works beautifully with one employee is ineffective with another. That’s because what we think would be motivating isn’t always motivating to someone else. |
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A similar situation applies to client and coworker relationships. We “click” or connect with some individuals and seem to understand each other. On the other hand, we also have experienced the discomfort of working with individuals when the personal dynamics are not so smooth and we don’t seem to approach things the same way.
We tend to think if someone is different from us or works in a different way than we do, they are wrong. Different does not equal wrong. Different just equals different.
Imagine we are going to Paris. It would be ludicrous for us to expect all the Parisians to speak our language when we’re in their country. The same principle holds true when you’re dealing with other people, whether they are a manager, a co-worker, worker or a client. We have to identify their behavioral style and then adapt ourselves to speak their language.
The Personal Profile System® instrument, developed by Inscape Publishing, helps identify that we tend to behave a certain way depending on our environment. The Personal Profile System identifies four different behavioral styles. Dominance, Influencing of others, Steadiness, and Conscientiousness to one’s standards. (See chart on next page.) (Editor’s note: Information on behavioral styles is adapted from the widely-used DiSC® model and the Personal Profile Systems®, copyright 1992, by Inscape Publishing.) Although we behave with all four styles, we tend to use one or two most often.
Dominance Style
“Ds” are usually fast-paced, task-oriented
people. They thrive on the challenge of solving problems. The “D” styled people are quick, decision makers. They don’t wait to be given authority; they take it. Don’t bog these people down with fluff or details; the results interest them. “Ds” are most comfortable when they can control their environment. They work best when they are free from controls and supervision. The “D” group often run roughshod over others. They overcome opposition to get the job done.
Influencing Style
This group is also fast-paced but they are more people-oriented. These are the “people people.” They prefer to be around others and would wither and die if shut in an office by themselves. They are the fun group, the huggers and the party people. They are enthusiastic, entertaining, and love to help others. Popularity is important to the “i” group, who get their job done by making allies with others.
Steadiness Style
Like the influencers, this group is also people-oriented but at a much slower pace. The “S” group doesn’t like to make quick decisions. They like to do things the way they always did. These are the “worker bees” in a company. The “S” behavioral style is patient and loyal. They also are very good at listening to people and calming others when they get upset. “S” behavioral types do their jobs by cooperating with others.
Conscientiousness Style
These are the slower-paced, task-oriented people. The “Cs” focus on the tiniest, most minute details in a project. They are concerned about doing the job right and will pay inordinate
amounts of attention making sure it is. Unless quality will be improved, the “C” style does not like sudden or abrupt changes. They get their job done by working with the existing circumstances to promote quality.
Identifying the Styles
To get the most out of our working relationships, we have to understand others will be motivated for their reasons and not ours. The first step to find out what motivates them is to identify the other person’s behavioral style. Look for clues that will tell you if this person is fast or slow-paced and more task-oriented or people-oriented. If that person is fast-paced they are either a “D” or an “i.” If that individual is slower-paced they are either an “S” or a “C.” Listen to people speak. Are they more interested in a project just to get it done? These are your “Ds” and “Cs.” Or are they more interested in the project because of the teamwork or how people will feel about it. These are your “S” and “i” groups.
You also can get hints about someone’s behavioral style by what they have in their office. For example, “Ds” are going to be interested in having control over their environment. “Ds” want to be the one to make decisions. A big desk with a high-back chair goes with that territory. An “i” person is the fun-loving, people-oriented type, so you might see a few trinkets and toys on the bookshelves and fun pictures on the walls. The “S” style people like to plan things out and make sure everything turns out well. Look for a “to do” list on their desks. A “C” is going to be very interested in detail
and quality. A well-organized desk and office are good hints you are dealing with this behavioral style.
Adapting To Another’s Style
Different behavioral styles are not a liability. They are an asset because one person’s limitation is another person’s strength. If you understand and respect another’s individuality, you can give the other person what they need to feel good and you can build on their limitations. Like in our Parisian example, we need to learn how best to speak the other person’s “behavioral” language.
For example, if you are managing “Ds” you must understand and respect their need to control their environment. Do not try to force your behavioral style on these people. If you do, they will balk. Let them set their schedule and work however is best for them. “i” style people want to be sure they will have plenty of interaction with other people when they do their job. They think of projects in terms of how much fun they will be.
The same holds true for client relationships. “i” style clients might never warm up to “D” style accountants because they are too matter-of-fact and cold. No matter how good an accountant you are, if the “i” style person doesn’t like you, he or she won’t feel comfortable being your client for long. Whereas “Ds” want freedom, the “S” employees want you to tell them exactly how to do a job.
They do not want to be thrown into the water and left to swim alone. “S” clients want lots of reassurance. They need to be confident they can count on you and you will take care of them.
The
“C” style employee can get so wrapped up in perfection; it can take a long time to finish a project. “Cs” pay much attention to detail because they want to make sure they dot every “i” and cross every “t.” They need you to tell them you are counting on them to do a quality job. If you are dealing with “C” clients, they want to be assured your work is top notch.
The only way you can learn to identify other peoples’ behavioral styles is to practice, practice and practice picking up the cues and signals. Then you need to practice adapting yourself to their style. One way is to relate to them on their level. If they are fast-paced, you try to be fast-paced. They will connect and hear you better. If they are slower-paced and you come flying through, they will miss the connection. You need to slow down. If you are dealing with the task-oriented behavioral style, stress the job. If the style is more people-oriented, stress the camaraderie of the team. You don’t want to change your behavioral style. You just need to understand the other person’s style and be flexible enough to alter yours.
Competition in the business world is fierce. As we become more technologically advanced, we tend to ignore the human side of productivity. This is a mistake. We can’t neglect the people who run the machines and the computers. For you to be most effective in dealing with others, you must understand what motivates them and then give them what they need. This simple skill of reading another’s behavioral style, and being flexible enough to adapt yours, can go a long way
toward a more productive work or business relationship.
(Click on the titles to get additional detail about the four behavioral styles)
D = Dominance
Emphasis is on shaping the environment by overcoming opposition to accomplish results.
i = Influencing of others
Emphasis is on shaping the environment by bringing others into alliance to accomplish results.
S = Steadiness
Emphasis is on cooperating with others to carry out the task.
C = Conscientiousness
Emphasis is on working with existing circumstances to promote quality in products or service.
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