Understanding Personality Styles…the Key to Effective Communication
Understanding personality styles will quickly tell you how to speak their individual language which in turn will positively impact how you connect with them. Recognizing the advantages and disadvantages of specific personality styles can help you to effectively communicate better in every relationship you have; with your family members, with your co-workers, with your customers, with your debtors.
Many business owners and individuals in the collection industry have been taught debt collection skills, but few have been sufficiently trained in identifying and taking advantage of the personality characteristics we all have.
Defining personalities in collections is important because it helps people communicate on common ground. Doing so will not only give you an edge in negotiations, but win/win outcomes are more likely achieved.
To determine your customer’s personality type, follow these easy steps:
- Get the customer talking. Do this by asking questions that start with “Who, What, Why, Where, and How and actively listen to their responses.
- While in discussion with the customer, ask yourself if they tend to take charge or show emotions?
- Look for “Behavioral Cues”. Although every person is unique, most can be grouped into one of four groups (see Part 2 of this series).
- Determine the customer’s personality type.
This is Part 1 of a 2 part series on Personality Styles. Please see other posts on this subject here:
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