The Eight Hour MBA. Jennifer H. Elder, CPA, CGMA & Peter A. Margaritis, CPA, CGMA. MACPA Seminar September 9,

Transcription

1 The Eight Hour MBA Jennifer H. Elder, CPA, CGMA & Peter A. Margaritis, CPA, CGMA MACPA Seminar September 9,

2 Communicating with Customers

3 Know Your Audience 3

4 Right Brain vs. Left Brain Organizational Status Generational Differences Internal & External Audience Demographics Body Language Colleagues, Finance Professionals, etc.. Communication Styles 4

5 Connection 5

6 6

7 The 4 Generations in the Workplace The Veterans ( ) The Baby Boomers ( ) Gen Y ( ) Gen X ( ) 7

8 Generational Differences Veterans Baby Boomers Generation X Generation Y Work Ethic Loyal Driven Balanced Eager View of Work Necessary Exciting Challenge To make a difference Personal Traits Conservative Respect authority Disciplined Idealistic Not enough time Practical Flexible Quality of life Confident High expectations Social issues Quality of life Work Traits Put in their time Stay with company Information is given on a need to know basis Workaholics Competitive Climb the ladder of success Multi-taking Technology Less loyal to company 8 Work life balance Want to know why Technology Public praise $ not a motivator Work life balance

9 Left Brain Right Brain 9

10 Personality Styles Driver HIGH ASSERTIVENESS Expresser LOW EXPRESSIVENESS HIGH EXPRESSIVENESS Analytic LOW ASSERTIVENESS Amiable 10

11 Four Personalities at Work 40% Amiable 28% Expresser 18% Driver 14% Analytic 11

12 Expresser AKA: The Cheerleader Catch Phrase: Do what you love! Don t confuse me with facts Characteristics: Optimistic Animated Persuasive 12

13 Expresser Strengths: Good communicator Enthusiastic Imaginative Weaknesses: Talks too much Overwhelming Short attention span 13

14 Desires: Having fun Applause Dreaming Dislikes: Being alone Boring tasks Structure Expresser 14

15 Expresser Body Language: Heavy eye contact, gestures, close Verbal Styles: Exaggerates, avoids details, good stories Virtual Styles: Phone: Speaks quickly, chit-chats, can t get a word in Long, rambling 15

16 Expresserat their Worst Never makes a deadline Disorganized Can t stay focused Talks too much 16

17 Driver AKA: The Doer Catch Phrase: Just do it! I want it yesterday Characteristics: Goal-oriented Decisive Competitive 17

18 Driver Strengths: Independent Decisive Determined Weaknesses: Domineering Impatient Poor listener 18

19 Driver Desires: Admiration Results Control Dislikes: Disorganization Wasting time Feelings 19

20 Driver Body Language: Good eye contact, more space, deliberate Verbal Styles: Absolutes, no small talk, talks at you Virtual Styles: Phone: Direct, gets to point immediately Urgent, short, require action 20

21 Driver at their Worst Hot-tempered Demanding Know-it-all Bully 21

22 Amiable AKA: The Helper Catch Phrase: Lets work together Are you ok? Characteristics: Friendly Reliable Supportive 22

23 Strengths: Supportive Patient Diplomatic Amiable Weaknesses: Conformist Overly sensitive No time boundaries 23

24 Amiable Desires: To be liked Personal relationships Harmony Dislikes: Conflict Being rushed Being alone 24

25 Amiable Body Language: Some eye contact, touching, close Verbal Styles: Listens more, pauses, hesitates, feelings Virtual Styles: Phone: Relaxed tone, asks personal questions before talking work Asks questions, hedges answers 25

26 Amiable at their Worst Indecisive Overwhelmed Whines Misses deadlines 26

27 Analytic AKA: The Thinker Catch Phrase: Do it right Is this efficient? Characteristics: Thorough Accurate Careful 27

28 Analytic Strengths: Thinking Problem-solving Disciplined Weaknesses: Critical Picky Rigid 28

29 Analytic Desires: To be correct Conducting research Solving problems Dislikes: Disorganization Surprises Working with others 29

30 Analytic Body Language: No eye contact, avoids contact, stiff Verbal Styles: Precise, monotone, no feelings Virtual Styles: Phone: Answers exactly what was asked Detailed, bullet point 30

31 Analytic at their worst Rigid Argumentative Critical Stubborn 31

32 Who Doesn t Like You? Driver HIGH ASSERTIVENESS Expresser LOW EXPRESSIVENESS HIGH EXPRESSIVENESS Analytic LOW ASSERTIVENESS Amiable 32

33 Expresser Enthusiastic, persuasive, lively Describe: Poor listener, self-centered Be enthusiastic, positive To connect with: Avoid details 33

34 Driver Brief, focused, to the point Describe: Harsh, self-centered Be direct, Specific Offer multiple solutions To connect with: 34

35 Amiable Relaxed and informal, good listener Describe: Won t share own opinions, withdraw Engage in small talk Ask questions Speak informally To connect with: 35

36 Analytic Reserved, direct and to the point Negative, won t consider others Describe: Focus on facts To connect with: Be organized Be patient 36

37 Who do you want on your team? 37

38 REAL WORLD APPLICATION How do you present a new idea to each of the personality styles? 38