How to use DISC profiling to improve your rapport building skills

1. DISC or Jedi Mind
Tricks?
How to Build Instant Rapport and Get Your
Message Across in Record Time

2. Today’s program …
• Introductions
• DISC overview
• Behavioral styles
• Your DISC profile
• DISC and sales
• Finish by 12:00 noon

3. What I want from this workshop …
Share your objectives…

4. What can I possibly learn
today?
• Learn something about yourself, even if you
think you already know everything!
• Learn something about behavioral styles
• Learn how to improve or change your
relationship with your team, your family &
friends

5. So, what is DISC?
Firstly, this is what
it is not …

6. DISC is NOT about:
• a person’s INTELLIGENCE
• a person’s VALUES
• a person’s SKILLS and EXPERIENCE
• a person’s EDUCATION and TRAINING

7. But DISC is …
• an OBSERVABLE LANGUAGE
• a UNIVERSAL LANGUAGE
• a NEUTRAL LANGUAGE
• a SILENT LANGUAGE

8. DISC is about the HOW...
- it describes
HOW people behave and
HOW we can respond to them
to get our needs and their
needs met!

9. DISC can show you how to...
Understand your own style, and how your behaviour is
perceived by others.
Identify someone else’s style so you can treat them the
way they like to be treated.
Adjust your behaviour so people are more at ease with
you, and you with them.
Enhance your Leadership ability & get more from your
team

10. Why understand DISC?
Avoid sparking conflict in the workplace
Improve relationships – even if you don’t want to
You’ll know why someone can’t stand you.
You’ll know why you can’t stand someone
You’ll build teams that actually work

11. History of the DISC language …
• 400BC Hippocrates observed and classified four
different human behaviors
• 1921 C.G. Jung described 4 “types”; thinking, feeling,
sensation and intuition. Further divided into
“introversion” and “extroversion”.
• 1928 “The Emotions of Normal People” published by
Dr. William Moulton Marston – this is the theory we
use today, and provides the basis for today’s
workshop.

12. DISC is not a test!
• You cannot pass or fail
• There are no right or wrong
answers
• There is no style that is better than
another

14. A review of each of the DISC
styles …

15. The “D” Style
Self confident, forceful and competitive
Likes things to be busy and moving
Has to move fast and furious
Loves being in control
Wants results now!

16. What does dominant mean?
Controlling
Questioning the status quo
Taking authority
Managing trouble
Solving problems
Impatient

17. D — DOMINANCE
Emphasize: shaping the environment by overcoming opposition
and challenge
Tendencies: getting immediate results, taking action, accepting
challenges
Motivated by: challenge, power and authority,
direct answers
Fears: loss of control in their environment; being taken
advantage of
You will notice: self-confidence, decisiveness, and risk-taking
Limitations: lack of concern for others, impatience

18. More About You: DIf you have a high-D style, your strengths as a co-worker or team member may be that
you
 make decisions when others cannot
 confront tough issues or situations
 accept change as a personal challenge
 keep the team focused and on task
Others may see limitations because you
 may come across as unapproachable
 can be insensitive to others
 may show impatience with others
 try to move the team before it is ready
You can be more effective by
 developing more patience
 toning down your directness and asking more questions
 working on your body language to seem more approachable and offering more
encouragement in conversation

19. Dominant, Direct, Decisive

20. You know you’re a “High D” when…
• You are walking around the lake and decide
you’d like to walk across it for a change…
• You feel the urge to direct traffic at 5 pm…
• You start reminiscing about the good old days
when it was legal to duel with guns to settle an
argument …
• You arrive at work at 8am and by 8.03am no
one is speaking to you!

21. Discuss
How do you cope with
people when they behave
in a “D” Style?

22. Talkative, enthusiastic, energetic & optimistic
Likes things to be stimulating, personal,
cluttered and friendly
Do it when you feel like it !
Likes variety
Loves to be the centre of attention
The “I” Style

23. Charming
Optimism & enthusiasm
Confident
Creative & problem solving
Convincing
Motivates others towards goals
Enthusiastic, Inspiring, Team Player
What does Influential Mean?

24. I — INFLUENCE
Emphasize: shaping the environment by persuading and
influencing others
Tendencies involvement with people, making a favorable
impression
Motivated by: social recognition, group activities, relationships
Fears: social rejection, disapproval, loss
of influence
You will notice: enthusiasm, charm, sociability
Limitations: impulsiveness, disorganization, and lack of follow
through

25. More About You: I
If you have a high-i style, your strengths as a co-worker or team member may be that you
 are available to others
 inspire others
 spread your enthusiasm and positive attitude to others
 give positive feedback to your colleagues
Others may see limitations because you
 can be disorganized
 may be superficial in your approach
 lack follow-through
You can be more effective by
 listening more carefully
 becoming more organized
 providing more detail

26. Influencing, Inspiring

27. You know you’re a “High I” when
• You’re leaving a message and you need to call four
times to leave the entire message …
• You offer to help an elderly lady cross the street when
she is sitting on her front porch with no intention of
moving …
• You dial a wrong number and engage the person in
conversation for half an hour, anyway!
• You consider that strangers are just friends you haven’t
met yet!

28. Discuss
How do you cope with
people when they behave
in an “I” Style?

29. Friendly, co-operative, and patient
Likes things to be relaxed, warm and informal
Needs time to think before acting
Feels safe when people get along and things stay
the same
Just needs the occasional pat on the back
The “S” Style

30. S — STEADINESS
Emphasize: achieving stability, accomplishing tasks by
cooperating with others
Tendencies: calm, patient, loyal, good listener
Motivated by: infrequent change, stability, sincere appreciation,
cooperation
Fears: loss of stability, the unknown, change,
unpredictability
You will
notice:
patience, a team player, stability, methodical
approach, calm
Limitations: overly willing to give, putting
their needs last

31. More About You: S
If you have a high-S style, your strengths as a co-worker or team member may be that you
• are a good team player
• are sensitive to others’ needs
• approach meeting agendas methodically
• listen well
• are likable
Others may see limitations because you
• can be indecisive
• may be indirect
• resist change
You can be more effective by
• becoming more assertive and direct
• coping better with change
• not carrying the burden of everyone else’s problems

32. Steadiness, Stable, Secure

33. You know you’re a “High S”
when• You listen for 30 minutes to a sales pitch for snow
removal equipment – and you live in Queensland …
• Are checked for signs of life when a co-worker
observes a spider building a web between you and
your chair …
• Are so diplomatic when you fire a person they thank
you and take you out for lunch!

34. Discuss
How do you cope with
people when they behave
in a “S” Style?

35. Insists that things be accurate and a high standard.
Likes things to be structured, organised, functional
and formal
Does thing according to the system and not
concerned with slower time
Has to be well prepared
Needs to get it right
The “C” Style

36. C — CONSCIENTIOUSNESS
Emphasize: working within circumstances to ensure quality
and accuracy
Tendencies: attention to standards and details, analytical
thinking
Motivated by: clearly defined performance expectations, quality
and accuracy being valued
Fears: criticism of their work, slipshod methods
You will notice: behavior that is cautious, precise, diplomatic,
restrained
Limitations: overly critical of self and others, indecision
because of desire to collect and analyze data

37. More About You: C
If you have a high-C style, your strengths as a co-worker or team member may be that you
• are thorough
• follow standards
• emphasize accuracy
• use diplomacy
Others may see limitations because you
• can be overly concerned with perfection
• act aloof
• tend to hamper others’ creativity by sticking to the rules
You can be more effective by
• accepting differences
• being more open
• focusing on communication

38. Conscientious, Correct, Careful

39. You know you’re a “High C” when…
• You write a 5-page report, when all you were asked for
was the number of tickets you need for the picnic …
• You make a habit out of checking the claims of laundry
detergents …
• You run out of petrol on purpose to find out exactly how
far your car goes on a litre of petrol …
• You receive a one-way ticket from your team, for a 2-
week vacation in a country at civil war!

40. Discuss
How do you cope with
people when they behave
in a “C” Style?

41. In a team …
• D’s are the initiators and the drivers and aren’t
intimidated by problems
• I’s are the motivators and provide energy and
enthusiasm
• S’s align the team and work tirelessly to
complete the project
• C’s ensure quality control and happily attend to
the ‘fiddly’ details

42. People Reading Clues …
When we see the world
from the experience of
others, we communicate
with them more
effectively.

43. Clues to look for …
D i S C
Personal decor Large, new, practical Flashy, trendy & fun Family mementos Functional,
simple
Body language Leans forward, big
gestures
Hand gestures,
smiling
Softly spoken,
reassuring, gentle
tones
Controlled,
reserved,
assessing
Organisation Practical, not neat Piles rather than files Systematic,
traditional
Highly organised
Energisers Aggressive physical
competition
Social activity and
interaction
Retreating, quiet or
family activity
Solitude,
thinking activity
Speech Patterns Direct, abrupt,
interrupting
Talkative, easily
distracted
Warmth, attentive
listening
Logical,
clarifying,
emotionless

44. In life …
Getting into a busy elevator…
• The D walks up, gets on the elevator, and pushes the button
that closes the door.
• The I lets others in, says “Always room for one more,” and
“Come in, you’re going to be late; we’ll wait for you!”
• The S will wait in line, moving from one line to another, unable
to make a decision.
• The C will get on the elevator. If it’s crowded, the C will count
the number of people and, if the number is over the limit, will
make someone get off.

45. In life …
Shopping for groceries…
• The D is the impulse shopper. No list.
• The i tells you where everything is in the store, whether
you ask or not.
• The S is prepared, has a list, and gets it done
efficiently.
• The C wouldn’t think of going shopping without coupons
and a calculator.

46. Group Activity…
• Divide into 4 groups; 1 for each behavioural style
• You are the Social Club Committee for your work
place
• Design your next social club function for 200,
complete with location, catering, costing,
entertainment etc.
• Appoint a spokesperson who will describe all the
details of the function to the rest of the group

47. Modalities of Communication
• Understanding your own communication style (VAK)
will help you understand how your communication is
impacting others
• Learning how to be “high DISC” means that you can
communicate more effectively with all “styles”
• DISC is about your behavioural style …
•Now let’s explore your VAK (your preferred
communication modality)

48. “High DISC” people communicate in
3 different ways:
Visual
Auditory
Kinesthetic
40%
20%
40%

49. Visual people …
• Remember what they see rather than what they
hear
• Use words like “I see what you mean”
• Like to doodle whilst on the phone or in a meeting
• Are keen, fast readers
• Are appearance oriented
• Are rarely distracted by noise

50. Auditory people …
• Are talkative and love discussion
• Are easily distracted by noise
• Talk to themselves
• Use words like “I hear what you’re saying”
• Are frequently eloquent speakers
• Learn through listening

51. Kynesthetic people …
• Stand close when talking to someone
• Gain attention by touching
• Gesticulate a lot
• May have messy hand-writing
• Can’t sit still for long periods of time
• Use words like “I know how you feel”

52. How is DISC relevant to sales?
• People buy from people they like …
therefore, if they don’t like you, they won’t buy
from you
• The size of the sale is determined by the
size of the relationship you’ve built with your
customer
• Influence is the key to successful selling of a
product or an idea

53. Selling to the different styles …
To be consistently successful in sales, an
informed or intuitive sales person will
ADAPT his/her behavioural style to match the
style of the customer.

54. Buying Styles / Selling Approaches
Buying Style:
Telling what is wanted in a strong, direct manner. Deciding
quickly when results are perceived, based upon key data and
projected benefits.
High D
Selling Approach:
Direct, results-oriented: telling in a strong, direct manner.
Expecting the buyer to quickly decide based upon key data
and perceived benefits and results.

55. Buying Styles / Selling Approaches
Buying Style:
Telling about ideas and accomplishments in an expressive,
accepting manner. Deciding to purchase suddenly, after
perceiving that the two of you are on the same frequency.
High I
Selling Approach:
Expressive, Relationship: Telling in an expressive,
accepting manner. Expecting the buyer to be quickly
influenced by the relationship.

56. Buying Styles / Selling Approaches
Buying Style:
Listening with some expression of acceptance. Deciding after
having heard enough facts to indicate that you clearly
understand their needs and are prepared to meet them.
High S
Selling Approach:
Supportive, Cooperative: Asking in a calm, accepting
manner. Expecting the buyer to progress steadily toward a
decision as the relationship develops.

57. Buying Styles / Selling Approaches
Buying Style:
Listening in a controlled manner, asking key questions if
needed. Deciding ultimately after all the facts are analyzed
and the desired results are no longer in doubt.
High C
Selling Approach:
Analytical, Deliberative: Asking in a controlled, logical
manner. Expecting the buyer to decide after all the facts
are available and results have been projected.

58. Decision-Making by DISC Profile:
What product or service does for them.
Who is using your product or service and what they
say about it.
How product or service will help stabilize conditions
for them.
Why product or service is a logical investment for
them.
D
I
S
C

59. So how do we
make use of this
information?

60. Workplace Relationships
Look at the people you work
with, partners, significant
clients/customers and
suppliers

61. What is their style?
Use the visual clues to guess
the style of each person
Do some people rub you up the
wrong way while with others it’s
smooth sailing?

62. Remember what is essential
may be invisible …
Take time to explore beneath
the surface …

63. Dominating bully who doesn’t care
about anyone.
Only cares about getting the job
finished no matter who gets hurt.
Commonly thought of as a
mongrel.
The Dark “D”

64. Talks incessantly and has a great
aversion to work.
Selfish as a plank of wood.
Favourite subject is themselves.
Loyal if it suits them, and when it doesn’t
… they’ll forget the agreement!
The Dark “I”

65. Slow dull and boring.
Has no drive to get things done.
Absolutely dishonest in that they’ll
always agree ‘face-to-face’ and then
find reasons not to later.
Very frustrating to be around.
The Dark “S”

66. Pedantic and judgemental to the extreme.
Given their own way, all they do is
block, block, block.
Poor social skills and a ‘holier than thou’ attitude.
Not liked (hard to like)
The Dark “C”

67. To Finish Up…
• Top 7 things you’ve got from today
• Questions???