Communicating with Clients (CPA's are from Mars, Clients are from Venus - How to communicate with a different species!) Peter A. Margaritis, CPA, CGMA, MAcc 2012 Chesapeake Tax Conference September 20, 2012 Know Your Audience
Right Brain vs. Left Brain Organizational Status Generational Differences Audience Demographics Colleagues, Finance Professionals, etc.. Communication Styles Body Language Connection
The 4 Generations in the Workplace The Veterans (1922-1943) The Baby Boomers (1943-1964) Gen Y (1980-2000) Gen X (1964-1980) What Makes Your Generation Unique? Millennial Gen X Boomer Silent 1. Technology use (24%) Technology use (12%) Work ethic (17%) WW II, Depression (14%) 2. Music/Pop culture (11%) Work ethic (11%) Respectful (14%) Smarter (13%) 3. Liberal/tolerant (7%) Conservative/Trad l (7%) Values/Morals (8%) Honest (12%) 4. Smarter (6%) Smarter (6%) Baby Boomers (6%) Work ethic (10%) 5. Clothes (5%) Respectful (5%) Smarter (5%) Values/Morals (10%) Note: Based on respondents who said their generation was unique/distinct. Items represent individual, openended responses. Top five responses are shown for each age group. Sample sizes for sub-groups are as follows: Millennials, n=527; Gen X, n=173; Boomers, n=283; Silent, n=205. Source: Millennials, A Portrait of Generation Next, PewResearchCenter,, 2010
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 Work life balance Want to know why Technology Public praise $ not a motivator Work life balance Left Brain Right Brain
Personality Styles Driver HIGH ASSERTIVENESS Expresser LOW EXPRESSIVENESS HIGH EXPRESSIVENESS Analytic LOW ASSERTIVENESS Amiable 4 Personalities at Work 40% Amiable 28% Expresser 18% Driver 14% Accuracy
Expresser AKA: The Cheerleader Catch Phrase: Do what you love! Don t confuse me with facts Characteristics: Optimistic Animated Persuasive Expresser Strengths: Good communicator Enthusiastic Imaginative Weaknesses: Talks too much Overwhelming Short attention span
Expresser Desires: Having fun Applause Dreaming Dislikes: Being alone Boring tasks Structure Expresser at their Worst Never makes a deadline Disorganized Can t stay focused Talks too much
Driver AKA: The Doer Catch Phrase: Just do it! I want it yesterday Characteristics: Goal-oriented Decisive Competitive
Driver Strengths: Independent Decisive Determined Weaknesses: Domineering Impatient Poor listener Driver Desires: Admiration Results Control Dislikes: Disorganization Wasting time Feelings
Driver at their Worst Hot-tempered Demanding Know-it-all Bully
Amiable AKA: The Helper Catch Phrase: Let s work together Are you ok? Characteristics: Friendly Reliable Supportive Amiable Strengths: Supportive Patient Diplomatic Weaknesses: Conformist Overly sensitive No time boundaries
Amiable Desires: To be liked Personal relationships Harmony Dislikes: Conflict Being rushed Being alone Amiable at their Worst Indecisive Overwhelmed Whines Misses deadlines
Analytic AKA: The Thinker Catch Phrase: Do it right Is this efficient? Characteristics: Thorough Accurate Careful Analytic Strengths: Thinking Problem-solving Disciplined Weaknesses: Critical Picky Rigid
Analytic Desires: To be correct Conducting research Solving problems Dislikes: Disorganization Surprises Working with others Analytic at their worst Rigid Argumentative Critical Stubborn
Body Language Expresser Heavy eye contact, gestures, close Driver: Good eye contact, more space, deliberate Amiable: Some eye contact, touching, close Analytic: No eye contact, avoids contact, stiff
Verbal Styles Expresser: Exaggerates, avoids details, good stories Driver: Absolutes, no small talk, talks at Amiable: Listens more, pauses, hesitates, feelings Analytic: Precise, monotone, no feelings Expresser: Virtual Styles Phone: Speaks quickly, chit-chats, can t get a word in E-mail: Long, rambling Driver: Phone: Direct, gets to point immediately E-mail: Urgent, short, require action
Amiable: Virtual Styles Phone: Relaxed tone, asks personal questions before talking work E-mail: Asks questions, hedges answers Analytic: Phone: Answers exactly what was asked E-mail: Detailed, bullet points Communication Styles
Expresser Describe: To connect with: Driver Describe: To connect with:
Amiable Describe: To connect with: Analytic Describe: To connect with:
Body Language Peter A. Margaritis CPA, CGMA, MAcc Helping CPA s Strengthen Their Business Success Skills! Consulting-Coaching-Training www.petermargaritis.com 614/668.2936 peter@petermargaritis.com