Memo
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slide_18.pdf
Module Four
Agenda
Professional Networking Social
Business Attire
Professional E-mail Format
Memo Format
DISC Communication Styles
Module Five – October 14
Meets on Monday 6:00 p.m. to 9:00 p.m.
Chase Towers Lower Level 10 S. Dearborn
Must do assignment: 5 business cards
Three Thank You notes
Business dress
Announcements
6:00 p.m.
Chase Towers 10 S. Dearborn
DePaul Center
Send handwritten thank you
Respond in kind
First line = Past: what happened
Second line = Present: what it means
Third line = Future: next step
3-line
Thank you note
“You were a superb luncheon host. Thank you for
giving your time.”
“Your advice was brilliant and much appreciated.”
“You can be very proud of your firm. It is very
impressive.”
“The materials you promised arrived today. Thank
you for sending them.”
3-line Thank you note
Sample 1st line: The Past
“I’m putting your ideas to work right now.”
“I’ve ordered a copy of the book you
recommended.”
“I’m making the changes to my resume you
recommended today.”
“I passed your ideas on to my boss. (S)he was
very impressed.”
3-line Thank you note Sample 2nd line: The Present
“I’ll ring soon to invite you to lunch.”
“When my resume is ready, I’ll send you a
copy.”
“Please accept my wishes for your continued
success.”
3-line Thank you note
Sample 3rd line: The Future
Business card & Thank You Note
Assignment
Criteria Pts.
Cards not on form -2
Less than five business cards -1 ea
Original not copy -2
Not stapled: BC and TYN -2
Note paper not used-no note cards -2
Date -2
Motivation Sentence missing -3
Three Line Format not used -2
Past, Present, Future missing -2
Salutation; Closing missing -2
Paragraphs not used -2
Typed not handwritten -2
Pencil not ink (must be in ink) -2
One element only: BC or TY -5
Conflict night of Networking Social
Request alternative assignment
E-mail professor
Deadline: Saturday, October 5th @ 11:59 PM
Announcements
Cover Yourself
Guidelines for Business Attire
Men – Business Professional
2 piece matched suit
Long sleeved shirt
Good quality tie
Dark socks, leather shoes
Belt to match shoes
Clean shaven
No jewelry
Men – Business Casual
Traditional dress slacks
Sports coat creates a pulled
together look
Long sleeved shirt, button
down oxford or polo shirt
Dark socks, leather shoes
Clean shaven
No jewelry
Women – Business Professional
2 piece matched suit
Appropriate hemlines
Tailored blouse
Conservative jewelry
and cosmetics
Closed-toe pumps
No cleavage, midriff or
bra straps
Women – Business Casual
Casual skirt or pants
Tailored sweaters or shirts
Conservative jewelry and cosmetics
Closed-toe pumps
No cleavage, midriff or bra straps
Do’s and Don’ts
Do…
Press clothing
Have clean hair and nails
Keep your hair out of your face
Polish your shoes
Cover tattoos
Remove body piercings (lip, eyebrow, tongue, nose, etc.)
Dress for the position you want to have
Don’t…
Wear flip flops
Wear jeans, shorts, capris or mini skirts
Wear date or club clothes
Overload on perfume or cologne
Smell like smoke
Expose your undergarments when sitting or standing
How to Win Friends and Influence People and Professional
Communications Toolkit
Memo I topic assigned in Module II, rough draft due in Module VI –
via e-mail in week six
Memo II product/service Category assigned via e-mail Module VIII
Strict formatting
Two Memos
Two pages each
Memo II reviewed in Class Nine--two copies due
Final Memos due on Final Exam Day
MKT 376: Memo I and II
Sample memo format
Masthead
Bold
Underlined
Motivation Sentence
No “I’ “Me,” “My”
Write from reader’s perspective
Pitch benefits
Use: “You” “Your” You’re”
Subhead
Bold
Upper & lower case
Double space above
Single space below
Bullets
Short bullets in columns
Bullet 65% of line height Copy (text)
Greeked-in (symbol font)
General
12 pt. Serif typeface
L1” margins minimum
Due: Thursday November 7th
A Samp le Tabl e
Product Market Analysis
Competitors
Factor1
Factor2
Factor3
Factor4
Comp1
M etric1
M etric2
M etric3
M etric4
Comp2
M etric1
M etric2
M etric3
M etric4
Comp3
M etric1
M etric3
M etric3
M etric4
Comp3
M etric1
M etric4
M etric3
M etric4
Alternatives/
Competitors in rows
Factors/attributes
in columns
Measures in cells
A Sample Table
Product Market Analysis
Florida Beaches
Competitors Sand Quality Length
(miles)
Reef (yds)
Fort Lauderdale
Golden large grain 7 150
Daytona Beach
Hard packed small grain 3 None
St. George Island
White fine grain 1 75
St. Petersburg
White fine grain 2 None
Bold labels
Heavier line around
Labels 2.25
Vertical center Indented or centered
1995: 302 hours year
—Chicago Tribune, October 15, 1995
2005: 122 hours year —Forrester Research & Computerworld 2005
Declining voice mail
0
100
200
300
400
1995 2005
50% of US used e-mail
More US Post Office letters than e-mail
Letters were monthly or weekly
E-mail is daily or hourly
e-mail in 2001
72% of US e-mail (2006)
45% have broadband
1/2 billion worldwide (7%)
Nielsen/NetRatings January 2007
e-mail today
“Delete most without reading”
0
20
40
60
80
2001 2003 2006
Source: Forrester Research 2007
Task oriented—Checklist communication
e-mail’s strengths
Simple message
Checklist of items to share
Short time to deliver
Concrete message
Listener understands
You have credibility or authority
Clear channel
Voicemail / e-mail good
Relationships—Convincing communication
E-mail’s weakness
Rich meaning
Abstract/vague
Listener not trained/
experienced
Listener not engaged
Listener cynical
You don't have high credibility
Cluttered, noisy channel
Want live talk
Emoticons :-) :-( ;-)
Emoticonuniverse.com = 300 emoticons
Attitudes
Tone, emphasis and expression are verbal
Trying to add meaning
Developing pictures in listener’s head
People have a ‘screen’ in the front of their
mind
People create their own messages from
what you say
Communication is not about you
People use themselves as reference points
My listener will:
Think what I’m thinking
Feel what I’m feeling
React the way I react
People are overconfident
We don’t know how bad our e-mail is
Miscommunication plague
Detecting sarcasm
50
55
60
65
70
75
80
e-mail Voice
Predicted Kruger 2005
Detecting sarcasm
50
55
60
65
70
75
80
e-mail Voice
Predicted
Actual
Kruger 2005
How funny? e-mail jokes
Video 1
2
3
4
5
6
7
8
9 Teller
Actual
Teller
Predicted
Over confidence
We focus on our own experience
We fail to consider audience’s perspective
People who knew each other misjudged
Transference in e-mail (Kilborne 2008, Magill 1998)
Projecting your feelings onto others
Student: “You’re making me feel this way”
Fears and anxiety trigger
Reaction to neutral message:
anger and defensiveness
False feelings via e-mail
Neutral objective messages:
“Rewrite your first sentence using you, your, you’re or you’ve to
create a Motivation Sentence”
Read with transference:
“You idiot, don’t you know that you’ve got to use you, your, you’re
or you’ve to create a Motivation Sentence. What’s wrong with you?”
Coaching via e-mail
1. Understand effects in e-mail
2. Be self-aware of your emotional state reading e-mail.
3. Know Anna will never intentionally criticize you harshly
in a e-mail.
4. Look for Anna’s support and encouragement e-mail:
“You’re doing well.”
“I appreciate your hard work.”
“This is difficult material that you’re mastering; I appreciate
your patience and persistence.”
“Call me when I can help you.”
Four steps to stop Transference
YOU LISTENER
Rich complex meaning
e-mail v. Voice Mail
e-mail Voice Mail
No meaning (emotion) Rich Meaning (emotion)
Clear: Numbers, details & names Distorts: Num bers, details & names
Catalyst to transference Reduces transference
Slow to compose Fast to compose message
Fast to get message (read) Slow to get message (listen)
Paper trail Less archiving
Eas y to forward Less forwarding done
Solution?
e-mail your Voice Mail
Nine Writing E-mails and Memos with High Communication Factor
10 Communicating with Tables, Graphs, and Charts: Your Visual
Toolbox
11 Maximum PowerPoint
Documented by experiments and commercial
application
All designed to make reading easier
Writing an e-mail or memo is two jobs:
1. write it
2. get someone to read it
Written communication
Most people send out ‘rough drafts’
Ideas are not packaged for readability
Managers are bombarded with things
“they’ve got to read”
You’ve got to package your ideas
Written communication
Drawn from:
Advertising layout strategy
Type design
Goal is to increase:
Getting ‘attention’
Comprehension
Speed of reading (rate)
Visual elements
What is read?
Words = text
Pictures
Other visual elements:
White space
Type style
Psychological priming
Symbolic coding
Ideas to enhance readability
Three ideas to increase readability:
Idea Make text easier to read
Idea Prime your reader’s brain
Idea Motivate your reader
Type style
White space
Type style example:
Serif – easiest to read printed material
Times New Roman (proportional)
12 pt. minimum
Idea
Make text easier to read
Easier to read
Harder to read
Little feet
No little feet
Serif
Sans Serif
High readability typefaces Printed
Easier to read
Harder to read
Serif
Sans Serif
High readability typefaces
Computer screen
Serif
Serif type
Why easier to read?
Paragraphs:
Double space between
No indentation
Margins = white space
White space = eyes rest
White space
Reading ease
Skilled readers use a reading
strategy —
They scan through the material reading:
captions on pictures
tables and figures
summary sections
first and last sentences
Idea
Prime your reader’s brain
Aoccdrnig to a rscheearch at an Elingsh uinervtisy, it
deosn't mttaer in waht oredr the ltteers in a wrod are,
the olny iprmoetnt tihng is taht frist and lsat ltteer is at
the rghit pclae.
The rset can be a toatl mses and you can sitll raed it
wouthit porbelm.
Tihs is bcuseae we do not raed ervey lteter by itslef but
the wrod as a wlohe.
Thanks to Jennifer de Zayas Gates, Kellstadt ‘03
People read patterns
How many “f” can you find?
FINISHED FILES ARE THE RESULT OF YEARS OF SCIENTIFIC STUDY COMBINED WITH THE EXPERIENCE OF YEARS…
Parts of the brain that do not exist
Software not hardware
Memory:
Working Memory
Short-term Memory (STM)
Long-term Memory (LTM)
Logical storage system
Human memory
Remembering tips from
Grocery shopping
Vegetable
Fruit
Potatoes
Fresh Produce
Tomatoes
Onions
Apples
Remembering tips from
Cute Chunking Guy
Chunk
Chunk
Chunk
Working Memory
Brain Stem
Thinking Brain
Human brain
Lasts a moment
Chunk
Working memory Short-term Memory (STM)
Long-term memory LTM Unlimited storage
Human brain
Memories in storage
Lasts a moment Lasts 30 to 40 seconds
See your Brain at Work
Memory organization
“Evoked Set” or “Choice Set”
Do this: List brands of toothpaste
Information time one influences thinking time two
Do this: Colors in reader’s mind
Human brain
Memories in storage
Demonstrations
Pathways are reinforced
Ideas are more easily accessible
Ideas are chained together
‘Ideas’ arrive as a group
The first things you say set:
The mood
The light in which the reader sees your ideas
Human brain
Memories in storage
Demonstrations
To: Felix Fosaditty
From: Chip Debit
Date: Feb. 12, 2007
Subject: You need naps
Dear Chip,
How are you feeling? Could you use a good night’s sleep? Of course you could. But how can you sleep more when there is so much to do?
Chinese wisdom Sun Tsu, the great Chinese military strategist advised that, “Rest is a weapon too.” Tsu knew that rested troops fight better than fatigued troops. Perhaps there is something to be said for rest in our work, work, work world. I mean, really, what’s the probability that you’ll die if you rest. I say that you’ll probably be more likely to die if you don’t rest.
More for you to consider You can learn more about rest as business tool in the attached Harvard Business Review Article. I think you’ll like it.
Best Regards,
Chip
Subheads Increase readability
To: Felix Fosaditty
From: Chip Debit
Date: Feb. 12, 2007
Subject: You need naps
Dear Chip,
How are you feeling? Could you use a good night’s sleep? Of course you could. But how can you sleep more when there is so much to do?
Chinese wisdom Sun Tsu, the great Chinese military strategist advised that, “Rest is a weapon too.” Tsu knew that rested troops fight better than fatigued troops. Perhaps there is something to be said for rest in our work, work, work world. I mean, really, what’s the probability that you’ll die if you rest. I say that you’ll probably be more likely to die if you don’t rest.
More for you to consider You can learn more about rest as business tool in the attached Harvard Business Review Article. I think you’ll like it.
Best Regards,
Chip
Subheads Increase readability Easy to read
Subhead:
Upper/lower case
Bolded
1st word & proper nouns
2 pts bigger
Double space
between paragraphs
Idea
Motivate your reader
Motivation sentence
Make the first sentence or two about the reader
“You” not “I” or “We”
Other-orientation
On topic
Not extended Salutation “How are you?”
Not a phone call “This is Joe College…”
Is your e-mail expected?
Or, are you writing cold?
Reader’s motivation:
WII-FM – What’s In It For Me?
News
Responding to a request
Benefit or result to the reader
Tip: Write last
Motivation Sentence
Self-oriented
I changed the file from Apple to PC format.
I got your letter.
I forgot to include the attachment.
I’d like you to remove the $35 annual fee.
Be Other-oriented
Motivate your reader
Other-oriented
See how this file opens on your PC.
Your letter arrived.
Don't you hate not getting attachments that you're promised? Sorry.
If you're able, please remove the $35 "Annual Fee" from our account.
Self-oriented
I changed the file from Apple to PC format.
I got your letter.
I forgot to include the attachment.
I’d like you to remove the $35 annual fee.
Be Other-oriented
Motivate your reader
Self-oriented
I’m pleased to announce that Fern Quiggley has been appointed…
Be Other-oriented
Motivate your reader
Other-oriented
When you see Fern Quiggley, congratulate her on her new appointment…
Self-oriented
I’m pleased to announce that Fern Quiggley has been appointed…
Be Other-oriented
Motivate your reader
Subject Line
Write a new Subject Line
Don’t hit Reply
Stand out from spam/clutter
Set attitude
Send information
High impact e-mail
Headline for your message
Not a Salutation: “Hi Professor”
No meaning: “MKT 376”
Two to seven word message summary
DISC Report request
Request for meeting
Question on Cold Closing
Contacts at Allscripts
Reference letter request
Pending absence: MKT 376
Subject Line
Salutation
Dear (Name),
Good morning (Name),
Hello (Name),
Person’s first name or last name--not both
Closing
Sincerely, Best regards, Thank you
Opening and closing
Proofread
Letting the pigeon fly
No exclamation marks (!)
Use verbs and adjectives
Realize limitations of written communication
Brief text
One idea per paragraph only
Shorter sentences preferred
Use attachments for more complex messages
High impact e-mail
Appears after Closing and your name
Contains:
• Your full name
• Title
• Organization (Department & Company)
• Phones
• Webpage
Automatic signature
*************************
Anna Pavlovic, Ph.D.
Adjunct Professor
DePaul University
Cell: 708-945-2895
• All e-mails must be packaged
• Rough draft e-mail not accepted
• Assignments not accepted unless packaged
• Revised e-mail must be sent reformatted
within 24 hours
e-mail policy
More persuasive
Better leader
You build credibility with the reader
Expertise
Trustworthiness
Goodwill
Credibility
To: D. Joel Whalen, Ph.D.
From: XXXX XXXXXXXXXX
Date: June 15, 2006
Re: URL/e-mail letterhead policy
I have observed that the ever increasing use of electronic means of communication, which has
become apparent in the orders received by my department as part of the annual mass stationery order, has
prompted discussion on the consistent use of URLs and e-mail addresses on letterhead items. This
discussion has led to a new policy on their inclusion as copy on letterhead, business cards and memo
pads. Letter head standards help the university present a unified image to the public, make university
communications more efficient, speed the processing of orders, and help the university’s colleges, schools
and departments share in the cumulative strength and good will the repetitive use of DePaul university’s
name and logo and provide.
Letterhead standards are coordinated by this office in cooperation with the offices of the
Executive Vice President for Academic Affairs, and the Executive Vice President/Vice President for
Business and Finance, with consolation from the Director of Enrollment communications and the
Director of Communications, University Relations.
In the absence of a previous policy on this subject, some stationery orders may have been
filled inconsistently. Our department will work to follow this policy with the filling of all new or
reprinted stationery orders.
Rotten e-mail
To: D. Joel Whalen, Ph.D.
From: XXXX XXXXXXXXXX
Date: June 15, 2006
Re: Your new letterhead
Dear Joel,
When you order your new letterhead this year, you’ll notice that it has been designed to work with
your internet communication too.
Unified theme You will see that your letterhead has the same, unified design theme that is used across DPU. Your letterhead will clearly join the rest of the university in saying “We are DePaul.”
We are DePaul Also, the new, internet-friendly look will be seen on business cards and memo pads too. So, you and your team will share in the cumulative strength and good will that comes
from the consistent use of DePaul university’s name and logo.
Helping you Our department will work with you to fill all your new or reprinted stationery orders.
Sincerely,
XXXX XXXXXXXXXXX
Improved e-mail
Dr. Whalen,
I am writing to inform you that I will be out of town the weekend of Oct. 22-
24attending my grandparent’s 60th wedding anniversary and will be unable to attend
class.If there is anything I can do to make up this class please let me know and I will
do my best to make that happen.
Thanks again,
Bret Mier
From: [email protected]
Subject: It’s all about me
Date: January 27, 2006 10:20:20 AM CST
Hi. this is Nicoe with the group presentation info.
Group Name: Meep Meep
Members:
From: [email protected]
Subject: Barebones
Date: January 27, 2006 10:20:20 AM CST
Dr. Whalen,
My name is Tom Cooy and I am in your Effective Business
Communications Class. I apologize for missing class on Sat. Oct 2nd
(aftneroon class). I had to go to a wedding. I had informed you the first
week, but I also assume that an email to follow that up would have been
appreciated. Sorry for the inconvience. If there is anything that I need to
do other than what is listed in the syllabus please inform me. Thanks, and
sorry again.
Tom Cooy
From: I don’t [email protected]
Subject: Rough draft is good enough for me
Date: January 27, 2006 10:20:20 AM CST
Will class meet on November 20th?
Thanks,
Amada Morris
From: [email protected]
Subject: No time for politeness
Date: January 27, 2006 10:20:20 AM CST
Hi
This is lkjsdk lkjldkfjl;sj. I’m in your class but I could not come to the first class
because the plane was late. Did I miss anything? I don’t want to get behind so if I
missed anything please let me know.
;lkjssdf ldjl;kjkj
From: [email protected]
Subject: I think I’m on the phone
Date: January 27, 2006 10:20:20 AM CST
Professor Whalen,
I do not have a DePaul email address. When I started the program here at DePaul I
was informed that I really didn't need a DePaul email address and that my personal
email address would be sufficient.
I haven't had any problems with hotmail. I have been receiving all the emails that
you have sent me and that my fellow classmates (team members) have sent me. I
personally feel that Microsoft has a reliable email server. If students were facing
issues not receiving your emails, they might need to check their email filters
(preferences) because many unrecognised emails could go to their junk mail and
then could eventually be deleted as part of the natural purging process.
But if you would preferr to send emails to me on a non-hotmail account, please send
any future emails to the following account: Ai_M_Thomas@M
Thanks,
Ai Thomas
From: [email protected]
Subject: I’m never wrong
Date: January 27, 2006 10:20:20 AM CST
Hello Professor Ryan:
My name is , and I am the Vice President of Administration of ,
a co-ed business fraternity on campus. I received yourcontact information from
Dr. our Chapter advisor. Our fraternity is planning on holding a short
professional event on networking along with our "Meet the Chapter Night" next
Tuesday night for our active Brothers as well as any interested potential pledges.
However, we have been having trouble finding a speaker. Several of our contacts
haven't returned our calls and emails so we know this is short notice, but we
really need a speaker. Would you be able to come in for a 20-30 min.
presentation on ? It would be at the Lincoln Park campus. Please let
me know if you are available. I can be reached by phone or e-mail. Thank you
very much, and Ihope to hear from you soon!
Sincerely,
From: [email protected]
Subject: I’m desperate
Date: January 27, 2006 10:20:20 AM CST
On the fields of hesitation bleach the bones of countless millions, who, at the dawn of history, sat down to rest and resting, died. Died where they rested, taking that final rest, a rest that they may not have intended to take but a rest that took them an eternal rest. So, I say to you, don’t sit to rest when you have one drop of energy left. Better to spill your last drop of energy in effort to sustain your goals than to rest and end up dead.
Chinese wisdom
On the other hand, Sun Tsu, the great Chinese military strategist advised that, “rest is a weapon too.” Tsu predicted that rested troops fight better than fatigued troops. Perhaps there is something to be said for rest and we should caution ourselves about work, work, work, i.e., pressing on when the body is too tired and the brain is fogged by fatigue. I mean, really, what’s the probability that you’ll die if you rest. Ha! I say that you’ll probably be more likely to die if you don’t rest. So, forget about that “fields of hesitation” bit.
Naps are good
It’s just overstated nonsense that really does not stand up to reason. Drop that idea about press on at all costs. Grab a nap when you can. You’ll probably look younger and live longer. Dreams can be sweet and time flies when you sleep. A great use of energy. You are not polluting the atmosphere, consuming more than your fair share of resources, or being annoying. Definitely, get all the rest you can. Naps are good. Snoozes are better. And, there is nothing like a really deep sleep. Like the sleep that you are probably getting ready for
Subheads Increase readability
Subheads:
Two or three words long
Flush left
Left justified
Bolded
Use one line of space below subhead
Capitalize first letter and proper nouns
Do not use underlines or italics
Do not use colons, numbering, or bullets
Use two lines of space above subhead
Recommendation: Use mini-headlines to prime reader’s minds
TO: Ms . Barbara Sikora, Administrative Assistant
FROM: D. Joel Whalen, Ph.D., Associate Professor
DATE: January 12, 2001
RE: Request for Space Suit
Your recent p urchases of techno logy on b ehalf of the d ep artment have b rough t new,
imp ortant advances to ou r work. P lease consider this request for adv anced teaching
technology: a space suit I can wear during lectures.
ItÕs cool and I sweat
The rate of perspiration I achieve during a lecture is amazing. F requen tly , studen ts stop
listening to the con tent of my lesson, because the Mississip p i River of sweat running
down my face distracts them. So me of the p arts of my body that sweat include:
Face
Top of head
Back
Feet
Hands
Chest and stomach
A sp acesuit, as you know, co mes with a p ortable air conditioning un it. The inside
remains at a cool, constant temperature. A fan circulates air. A cooling liquid is pump ed
about the extremities like h ands and legs.
Communication with Houston
You kno w that I have not had an original though t since 1953 and that IÕm totally
dep endent on my partner, Tina M . Ricca, for constant coaching. A space suitÕs
telecommunications sy stem will allow Tina to send me instructions during the lecture
through sp eakers in the h elmet. She will also be able to mon itor the lecture and cu t off
my microp hone when I begin to ramble ona frequent problem.
Teaching tool belt
The sp ace suit I prop ose to wear during class has been develop ed by NASA specifically
to bring the ben efits of space-age technology to sweaty little professors. Anticipating the
teachersÕ needs, the suit has a built in chalk d ispenser in the gloves, and a p ointer that
extends from the righ t forefinger. Also, special effects include a laser beam in the helmet
that I can flash on s tuden ts to Ņcall on themÓ for discussion.
Sample memo format
Use bullets for short, well-summarized text
Do not indent bulleted text
Just like we’re doing here
Use numbers for listing or ordering
Bullets versus Numbers
Doing the Hokey Pokey
There are four steps to successfully dancing
the Hokey Pokey:
1. Put your left foot in
2. Take your left foot out
3. Put your left foot in
4. Shake it all about
Numbers for lists
Ideas to enhance readability
Summary
Three ideas to increase readability:
Idea Make text easier to read
Type style = Sans Serif
Use lots of white space
Idea Prime your reader’s brain
Use subheads
Idea Motivate your reader
Show the benefit: WII-FM
Business card & Thank You Note
Assignment
Criteria Pts.
Cards not on form -2
Less than five business cards -1 ea
Original not copy -2
Not stapled: BC and TYN -2
Note paper not used-no note cards -2
Date -2
Motivation Sentence missing -3
Three Line Format not used -2
Past, Present, Future missing -2
Salutation; Closing missing -2
Paragraphs not used -2
Typed not handwritten -2
Pencil not ink (must be in ink) -2
One element only: BC or TY -5
DISC Communication Style
DISC
How do you relate with others?
Conflict vs. Chemistry
DISC- Golden Rule
Golden Rule
Do unto others as you would have them
do unto you.
- Tony Alessandra
Platinum Rule
Do unto others as they want to be done
unto.
DISC- When in Rome…
Speak to people in ways that make it
easy for them to listen.
Manage the way people want to be
motivated.
Sell the way people want to buy.
DISC- 3 Goals
1. Awareness of
what people do
2. Predict what people
will likely do
3. Adapt and relate
to others
DISC- Folklore
• Ancient Greece- Hippocrates
• Biaxial model explaining a
person’s behavior
• 4 body liquids representing
Fire, Air, Water & Earth
DISC- History
Dr. William Moulton Marston
• Career focused on detection of deception & lying
• Invented Polygraph
• Asked the question: “What are the characteristics
that differentiate liars from truth tellers?”
• Discovered everyone lies…but for
different reasons
DISC- History
Dr. William Moulton Marston
• Published findings describing four interpersonal styles in The Emotions of Normal People- 1928
4 Styles-
• Dominance
• Influence
• Steadiness
• Compliance
DISC- History
Dr. William Moulton Marston
Many people over the years have studied and extensively modified Dr. Marston's original model, but it still survives
as one of the basic and most useful ways to understand
how people lead and are led, buy and sell, and how they
get along with coworkers, bosses, clients and family
members.
DISC- History
Dr. William Moulton Marston
LISTENER YOU
Many people over the years have studied and extensively
modified Dr. Marston's original model, but it still survives
as one of the basic and most useful ways to understand
how people lead and are led, buy and sell, and how they
get along with coworkers, bosses, clients and family
members.
DISC- 2 Questions
DISC- Outgoing or Reserved
DISC- Outgoing
• Pro-active
• Direct
• Lead rather than follow
• Immediate action
• Grasp opportunities
• Independent
• Commanding
• Prefer to give orders
• Issue instructions rather
than cooperate
• Act rather than react
DISC- Reserved
• Patient
• Cautious
• Avoid taking risks
• Indecisive unless pressured
• Dislike change
• Seek Calm
• Prefer predictable
situations
• React rather than act
DISC- Outgoing vs Reserved
Page 4 in your Workbook
DISC- Task or People
DISC- People
• Friendly
• Extremely open
• Trusting
• Ingenuous
• Express themselves easily
• Value strong
relationships
• Emotional
• Reveal Feelings
• Sympathize with others
• Behave Socially
DISC- Task
• Controlled
• Practical
• Skeptical
• Rational
• Value facts over emotion
• Follow own ideas rather
than others
• Do not open up about
themselves to others
•Behave Individually
DISC- Task vs People
Page 5 in your Workbook
DISC- 4 Styles
Outgoing
Reserved
T a s
k
P e o
p le
Dominant
Director
Cautious
Thinker
Interactive
Socializer
Steady
Relater
DISC- Arm Example
1. Cross your arms
2. Notice which one is on top
3. Switch
DISC- Where do you fall?
DISC- Report Briefing
DISC- Report Briefing
Mask = How you want to be
DISC- Report Briefing
Latent =
How you are under pressure
DISC- Report Briefing
Difference between your Mask
and Latent:
Lots Change = More tools to
deal with stress
Little Change = More consistent
behavior
Four Pillars of DISC
A DISC test measures four main traits of
behavior, from which the system takes its
name. These are:
A DISC graph shows the relative levels of
each of these four factors in an individual’s
behavioral style. All DISC interpretations
start from these four fundamental factors.
DISC- Behavior Chart
HIGH D HIGH I HIGH S HIGH C
Act Assertive Persuasive Patient Contemplative
Want Control Approval Routine Standards
Fear Losing Rejection Change Being wrong
Response Anger Blame Withdrawal Criticism
LOW D LOW I LOW S LOW C
Act Cooperative Unemotional Responsive Free-spirited
Want Harmony Logical Variety Non structured
Fear Confrontation Illogical actions Status Quo Conforming
Response Indifference Suspicious Physical action Emotion
DISC Dominance
Impatient, direct, blunt
High ego
Wants change
Gets things done
Ambitious
Doesn’t hold grudge
Low emotion
Fears being taken advantage of
Must be confronted
Success and achievement
Overcomes opposition to accomplish results
DISC Dominance
Stick to facts
Talk about outcomes
Get to the point
Keep in mind- D’s are poor listeners
When challenged: Stand your ground, with facts, respectfully
Communicating with the D
D- Example
D- Example
DISC Influence
Verbal
Wants to explain
People-oriented
Loves rapport
Disorganized
Fears losing social
approval
Optimistic
Influences or persuades others
DISC – Influence
Take time to chat
Social first, business later
Need approval- Find some common
ground
A then B then D
Feelings count
Communicating with the I
I- Example
I- Example
DISC – Steadiness
Steadfast
Anchors of reality
Family oriented
Fears loss of security
Passive
Resists change
Cooperating with others to carry out the task
DISC – Steadiness
You’ll carry the conversation
Low feedback
Don’t trust non-response as agreement
Will use coworkers for information and to
express opinions
Communicating with the S
S- Example
S- Example
DISC Conscientiousness
Accurate, perfectionist
Rules bound
Sensitive – fears criticism
Delights in explanation
Very organized
Systematic
Needs details
Works within existing circumstances to insure
quality and accuracy
DISC Conscientiousness
Be exact
Use facts
Don’t skip steps
Take time to fill in blanks
Don’t imply they’re wrong
Leave no room for error
Take time to confirm
Expect to double check
Communicating with the C
C- Example
C- Example
DISC- Strengths & Struggles
Overused strength
becomes a liability D I
SC Direct…………………Offensive
Optimistic……………Unrealistic
Stable…………………Inflexible
Orderly……………….Compulsive
DISC
Personally I am very fond of strawberries and cream,
but I have found that for some strange reason, fish
prefer worms. So when I went fishing I didn’t think
about what I wanted. I thought about what they
wanted. I didn’t bait the hook with strawberries and
cream. Rather, I dangled a worm or grasshopper in
front of the fish and said: “Wouldn’t you like to have
that?”
– Dale Carnegie
