Page 17 - CCCA 278683 Magazine_Spring 2018

{ FEATURE }

Searching for Communication Cues

When managing challenging clients, in-house counsel may want About 25% of the population will re-
to look more closely at behavioural sciences for hints into what fect you, while 75% have a different
drives and motivates different categories of people. style, she notes. As well, the catego-
One way is to examine what experts call social styles, says Jana ries don’t always align. For example,
Seijts, a communications professor at the Ivey School of Busi- Amiables and Drivers tend to be polar
ness in London, Ontario. opposites, as do Expressives and Analyt-
There are cues in people’s personalities and traits that give you ics, which causes friction when interacting.
Knowing the different social styles in advance means
a perspective into the best way to communicate information, she that in-house counsel can tailor their approaches and com-
explains. Each person exhibits one of four primary social styles: munications to maximize their efforts.
the AmIABLE, the ExprESSIvE, the DrIvEr and the AnALyTIC.

The AmIABle The expreSSIve

EDuCATIOn: liberal arts EDuCATIOn: liberal arts
OFFICE: Open, friendly OFFICE: Cluttered or unorganized desk,
DrESS: Casual to famboyant motivational slogans
LIKES: individual activities DrESS: Casual to famboyant
mAnnErISmS: Conservative and quiet, generous, unselfsh, LIKES: Group activities
likes small talk mAnnErISmS: Open and warm, loud, talkative, easily
Amiables are team players and relationship-oriented. They excited, easily bored
worry about how decisions are made and the impact on other expressives tend to lean forward when communicating,
people. Good listeners, they dislike pressure. They need time have good eye contact, exhibit lots of gestures and enjoy
to change from one activity to another and approach things conversation. They usually have lots of great plans, but don’t
slowly with no sense of urgency. always achieve them.
When communicating with Amiables, Seijts says “you want “Storytelling around an idea is a great thing for them,” Seijts
to make them feel safe” about the decisions that are being says, and they like to be complimented. Don’t get immediately
made. Don’t be cold or impersonal. down to business; give expressives time to talk.

The DrIver The AnAlYTIC

EDuCATIOn: Technical EDuCATIOn: Technical
OFFICE: Functional with traditional desk placement OFFICE: Work oriented, shows activity
DrESS: Conservative DrESS: Conservative
LIKES: Team activities LIKES: individual leisure activities
mAnnErISmS: Fast talker, poor listener, uses voice to mAnnErISmS: Quiet, voice doesn’t vary, good listeners
emphasize points Analytics are highly inquisitive and lean back in their
Drivers tend to be chief executive offcers. They have limited conversations, with little to no facial expressions and limited
eye contact and facial expressions. They are no-nonsense eye contact. They like concise responses and information
and like to be direct and to the point. They can also be pushy presented in a clear and logical fashion. They pay attention
and outspoken, and want to control the conversation and get to detail and want to understand how you arrived at your
in the last word. decisions. They like to concentrate on one thing at a time.
When communicating with a Driver, “be brief and effcient,” When communicating with them, be direct. “Focus on past,
Seijts says. There is no need for small talk. Give them options present and future," Seijts says. “They want to see how things
for solving their problems, and present them in winning terms. link to each other” and they are annoyed with those who
Above all, “don’t be ambiguous or beat around the bush,” she speak in generalities. They need time to ponder information
adds, and be sparse with detail. They don’t need to know all in order to make decisions, she adds, so don’t press them
the strategies you canvassed and rejected. Also, while you for immediate action. “Tell them exactly what you will do and
want to avoid getting into a control contest with a Driver, be when, and make sure you follow through.” Don’t be vague
equally careful in backing down “because a driver will walk all and inconsistent; stick to the facts. like Drivers, Analytics like
over you,” she warns. to have control over the process of getting to a decision.

CAnADiAn CORPORATe COUnSel ASSOCiATiOn | CCCA-ACCje.ORG 17