The Eight Hour MBA Jennifer H. Elder, CPA, CGMA & Peter A. Margaritis, CPA, CGMA MACPA Seminar September 9, 2013 1 www.bizlearning.net
Communicating with Customers www.bizlearning.net
Know Your Audience 3 www.bizlearning.net
Right Brain vs. Left Brain Organizational Status Generational Differences Internal & External Audience Demographics Body Language Colleagues, Finance Professionals, etc.. Communication Styles 4 www.bizlearning.net
Connection 5 www.bizlearning.net
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The 4 Generations in the Workplace The Veterans (1922-1943) The Baby Boomers (1943-1964) Gen Y (1980-2000) Gen X (1964-1980) 7 www.bizlearning.net
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
Left Brain Right Brain 9 www.bizlearning.net
Personality Styles Driver HIGH ASSERTIVENESS Expresser LOW EXPRESSIVENESS HIGH EXPRESSIVENESS Analytic LOW ASSERTIVENESS Amiable 10 www.bizlearning.net
Four Personalities at Work 40% Amiable 28% Expresser 18% Driver 14% Analytic 11 www.bizlearning.net
Expresser AKA: The Cheerleader Catch Phrase: Do what you love! Don t confuse me with facts Characteristics: Optimistic Animated Persuasive 12 www.bizlearning.net
Expresser Strengths: Good communicator Enthusiastic Imaginative Weaknesses: Talks too much Overwhelming Short attention span 13 www.bizlearning.net
Desires: Having fun Applause Dreaming Dislikes: Being alone Boring tasks Structure Expresser 14 www.bizlearning.net
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 E-mail: Long, rambling 15 www.bizlearning.net
Expresserat their Worst Never makes a deadline Disorganized Can t stay focused Talks too much 16 www.bizlearning.net
Driver AKA: The Doer Catch Phrase: Just do it! I want it yesterday Characteristics: Goal-oriented Decisive Competitive 17 www.bizlearning.net
Driver Strengths: Independent Decisive Determined Weaknesses: Domineering Impatient Poor listener 18 www.bizlearning.net
Driver Desires: Admiration Results Control Dislikes: Disorganization Wasting time Feelings 19 www.bizlearning.net
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 E-mail: Urgent, short, require action 20 www.bizlearning.net
Driver at their Worst Hot-tempered Demanding Know-it-all Bully 21 www.bizlearning.net
Amiable AKA: The Helper Catch Phrase: Lets work together Are you ok? Characteristics: Friendly Reliable Supportive 22 www.bizlearning.net
Strengths: Supportive Patient Diplomatic Amiable Weaknesses: Conformist Overly sensitive No time boundaries 23 www.bizlearning.net
Amiable Desires: To be liked Personal relationships Harmony Dislikes: Conflict Being rushed Being alone 24 www.bizlearning.net
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 worke-mail: Asks questions, hedges answers 25 www.bizlearning.net
Amiable at their Worst Indecisive Overwhelmed Whines Misses deadlines 26 www.bizlearning.net
Analytic AKA: The Thinker Catch Phrase: Do it right Is this efficient? Characteristics: Thorough Accurate Careful 27 www.bizlearning.net
Analytic Strengths: Thinking Problem-solving Disciplined Weaknesses: Critical Picky Rigid 28 www.bizlearning.net
Analytic Desires: To be correct Conducting research Solving problems Dislikes: Disorganization Surprises Working with others 29 www.bizlearning.net
Analytic Body Language: No eye contact, avoids contact, stiff Verbal Styles: Precise, monotone, no feelings Virtual Styles: Phone: Answers exactly what was askede-mail: Detailed, bullet point 30 www.bizlearning.net
Analytic at their worst Rigid Argumentative Critical Stubborn 31 www.bizlearning.net
Who Doesn t Like You? Driver HIGH ASSERTIVENESS Expresser LOW EXPRESSIVENESS HIGH EXPRESSIVENESS Analytic LOW ASSERTIVENESS Amiable 32 www.bizlearning.net
Expresser Enthusiastic, persuasive, lively Describe: Poor listener, self-centered Be enthusiastic, positive To connect with: Avoid details 33 www.bizlearning.net
Driver Brief, focused, to the point Describe: Harsh, self-centered Be direct, Specific Offer multiple solutions To connect with: 34 www.bizlearning.net
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 www.bizlearning.net
Analytic Reserved, direct and to the point Negative, won t consider others Describe: Focus on facts To connect with: Be organized Be patient 36 www.bizlearning.net
Who do you want on your team? 37 www.bizlearning.net
REAL WORLD APPLICATION How do you present a new idea to each of the personality styles? 38 www.bizlearning.net