BA

Posted on March 21, 2025 -

Dealing with the diversity of behavioral styles is an important skill that a service provider can develop. Focusing on the behavioral style of your customer is a significant part of the service process. There is an old saying “Do unto others as you would have them do unto you.” When creating a personalized experience, this needs to be changed to: “Do unto others as they want to be done unto.” Gettng into the customer’s mind is important, but gettng into their heart will make a significant difference. The following is a look at the strengths and excesses of each style. Understanding these styles will help shape the direction you need to take when interacting with your customers.

STYLE: Driver

An assertive, take-charge person that tends to be task-oriented. Others have no trouble knowing what a Driver thinks or requires. Drivers focus on results and are generally hard-driving individuals, with high expectations for themselves and others. They are self-controlled, confident, decisive, and action-oriented. Words associated with the Driver style are:

SELF CONFIDENCE | POWER-ORIENTED |ACTION-ORIENTED | DISCIPLINED |DECISIVE

This person:

1 …. is hard working and committed to the job at hand

2 …. likes to be in charge and takes initiative easily

3 …. is quick to move in and seize an opportunity, or make one

4 …. probes and presses to get at hidden resistance

5 …. is quick to act and pushes others to be productive

6 …. enjoys the challenge of difficult situations

WHEN DEALING WITH THE DRIVER STYLE:

• Demonstrate competence

• Be direct

• Be prepared for meetings

• Stress opportunities for action

• Convey your awareness: they are in charge

• Talk about probabilities of various options

• Tell what you can do to their achieve goals

• Show enthusiasm for furthering their agenda

• Respond quickly

• Be responsive to their results

• State point quickly with confidence

• Make suggestions for improved productivity

• Keep focused on the “bottom-line”

• Be businesslike at all times

• Use time efficiently

• Assist with their objectives

DO NOT

• Try to second-guess

• Expect friendship

• Expect compliments

• Make assumptions

• Focus on “how” and “who”

STYLE: Expressive

A communicative, stimulating person that loves to dialogue and keep a conversation going. Expressive people talk openly, share feelings, state opinions, and ask for input. They enjoy the give and take of collaboration and want to “hear” and “be heard.” They respond openly when it comes to sharing feelings rather than hiding their true reaction to given circumstances. Words associated with the Expressive style are:

COMMUNICATIVE.| STRAIGHT-FORWARD | COLLABORATIVE | RECEPTIVE | OUT-GOING

BIG PICTURE | MULTI-INTERESTS | RISK TAKER | ENTERTAINING | WARM

This person:

…has a warm personality and loves to talk
…makes an effort to get other people to express their opinions and feelings
…is straightforward about his ideas and feelings and will express them
…keeps people thinking about goals, purposes, and the big picture
…works until mutually satisfying solutions are found
…plans actions that will support dreams and intuitions

WHEN DEALING WITH THE EXPRESSIVE STYLE:

Show support/work for their dreams
Let them take as much credit as they desire
Watch for what they find interesting
Talk about your options and hunches
Tell them about actions of prominent people
Offer stimulation in a fast-moving way
Show appreciation for their creativity
Look for options you can share with excitement
Be willing and ready to dialogue
Respond enthusiastically
Take initiative to handle details
Ask how you can further their ideas

DO NOT:

Argue
Rush a discussion or conversation
Expect them to focus on details
Downplay the “big picture”
Forget to pin down specifics
Focus on “how”

STYLE: Amiable

Those that exhibit the amiable style enjoy social interactions and are interested in others. They enjoy belonging to groups and are good team players. Although these people display feelings openly, they are not as quick to be assertive. They are agreeable, friendly, and supportive of others. Words associated with the Amiable style are:

ATTENTIVE ANIMATED |. FRIENDLY | EASY GOING | EMPATHETIC. | RELAXED

FLEXIBLE | SUPPORTIVE | WARM | SOCIALLY SKILLFUL

This person:

…. uses personal charm to win people
…. is genuinely interested in the welfare of others
…. is quick to adapt to new ideas and ways
…. is empathetic and a good listener
…. is able to interact easily and fit in with all kinds of people
…. is sensitive and aware of other’s feelings and needs

WHEN DEALING WITH THE AMIABLE STYLE:

Show interest in them personally
Spend plenty of time listening
Emphasize the importance of the team
Show willingness to compromise
Take time developing the relationship
Let them know there is support from others
Don’t overstate what you can realistically do
Give suggestions how to get others involved and interested
Show your approval of their ideas
Be friendly and informal
Be flexible
Share your personal feelings
Display a sense of humor

DO NOT:

Disagree too openly (hurt feelings)
Make promises you can’t keep
Dismiss small-talk
Seem uncooperative
Keep your preferences quiet
Ignore their uncertainty (reassure)

STYLE: Analytical

The person with the analytical style pays attention to detail and has serious, methodical work habits. It can be said that tasks and form are the focus of this style. A self-controlled person, the analytical is practical and patient. They can be counted on to follow through and stick with the task until the job is completed. A good organizer, this person is consistent and diligent, whatever the task. Words associated with the Analytical style are:

PRACTICAL | PERSEVERING | FACTUAL | RESERVED |CONSISTENT

THOROUGH | RATIONAL | ECONOMICAL

This person:

…thoroughly examines and studies situations
…is methodical and consistently follows policies and procedures
…likes to work with the tried and true and enjoys getting the job done within the policy guidelines
…is disciplined about time
…outlines alternatives and examines the pros and cons of each option
…is good with detail and is persistent with follow through

WHEN DEALING WITH THE ANALYTICAL STYLE:

Tie new things to the old (tried and true)
Give yourself time to “prove yourself”
Focus on step-by-step timetable
Prepare written recommendations
Give plenty of lead time for decision
Document your decisions with data
Stick to the facts
Do your homework
Do what you say you will do
Move ahead slowly
Be organized

DO NOT:

Surprise
Try gimmicks
Talk of high risk
Talk “off the top of your head”
Stress opinions and hunches
Ignore what’s worked before

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