PeopleSmart in Business eBook - The Platinum Rule

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Three: How Will You Know One When You Meet One?
tent of the message—how people want to say it. Th e vocal channel
includes all the subtle aspects of voice intonation—volume, speed,
resonance, pitch, infl ection, and rhythm. Th e visual channel includes
all the aspects of body language—the range of movements and positions—from
the subtle raising of an eyebrow to the precise movements
of the trained actor.
We have assembled a range of verbal, vocal, and visual characteristics
into a list of observable behaviors for each type. But beware! Th ese
descriptions refer to actions you can see, not value judgments you may
be tempted to make about them. If you see a woman hopping up and
down, is it because she is throwing a temper tantrum, has stepped on
a nail, has a foot that has fallen asleep, or is very excited? All you can
say is she is hopping up and down. Finding out why requires more
observable verbal, vocal, and visual clues.
Is the person more Direct?
Directness, the fi rst of two dimensions in our expressed behavior, is
the amount of involvement a person uses to meet his needs by seeking
to infl uence people and situations. Directness means the tendency to
move forward or act outwardly by expressing thoughts, feelings, or
expectations. Direct people come on strong, take the social initiative,
and create a powerful fi rst impression. Th ey tend to be assertive, fastpaced
people who make swift decisions and take risks. Th ey can easily
become impatient with others who cannot keep up with their pace.
As active people who talk a lot, they appear confi dent and sometimes
dominant. Direct people tend to express opinions readily and make
emphatic statements. Such individuals try to shape their environment
and relationships—“Tell McCullough that I want to talk to him ASAP.”
Indirect people typically act in a more measured way—“I’ll get back to
you about McCullough, Jack.”