On the Phone with an “S” – DISC Tip
August 20, 2011 | Comments Off
Your Caller is an “S” If:
Conversation: Starts with a warm, neutral, personal & unique greeting.
Example: “Terry, it’s great to hear from you. How is your family?”
Viewpoint: The phone is a tool for building personal relationships.
Example: “Sam, missed you at the staff meeting… Is everything OK?”
Pace: Reflective, Structured, Consistent.
Tone: Pleasant, Friendly, Softspoken, Respectful, Tentative.
Power Cues: They do more listening than speaking, and focus on helping others. Initially non-committal, they make decisions after first conferring with others.
Example: “I’ll need to consult with Chris Jones before I can make that decision.”
Use on Phone with an “S”:
Approach: Be friendly and structured. Include a point-by-point description in your conversation.
Example: “That makes sense. I especially agree with point A- because X, point B- because Y, and point C- because Z.”
Word Choice: Use non-threatening words and be sincere. Refer to one another on a first-name basis.
Example: “Is this a good time to talk, Joe? I need 15 minutes of your time to review the numbers I sent you last week.”
Pace: Stay calm. Provide space for conversational digestion. Don’t push decisions.
Provide: Time for them to process information. Be sequential. Give validation, particularly when they ask questions.
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