Communication Styles沟通方式.ppt

Communication Styles MANAGING THE RELATIONSHIP PROCESS Learning Objectives Discuss communication-style bias and how it influences the relationship process Explain the benefits derived from an understanding of communication styles Examine two communication-style models Learning Objectives (Continued) List and describe the four major communication styles in the communication-style model Learn how to identify your preferred communication style and that of your customer Learn to overcome communication-style bias to build strong selling relationships with style flexing Communication-Style Bias Communication-style bias is a state of mind experienced when we have contact with another person whose communication style is different from our own. Communication-Style Principles Communication style is a way of thinking and behaving. Individual style differences tend to be stable. There is a finite number of communication styles. We make judgments about people based on communication style. Communication Style Models Communication Style Models -Dominance Continuum The Dominance Continuum reflects the tendency to influence others in a relationship. Communication Style Models -Sociability Continuum The Sociability Continuum reflects the amount of control one exerts over emotional expressiveness. People who are high in “sociability” express their feelings freely, while people who are low in sociability tend to control their feelings. Communication Styles Emotive Style Emotive Style Emotive Communication Style displays characteristics such as activity, social initiative, encouragement of informality, and expression of emotional opinions. These communicators may be stimulating, excitable, persuasive, and dynamic. Director Style Director Style The Director Communication Style characteristically is businesslike, serious in attitude, and strongly opinionated. Directors like to maintain control, and may be aggressive, bold, impatient, and intense, but determined. Reflective Style R