The DISC and Communication - Keller Williams Realty

The DISC andCommunicationkwu@kw.comImprove Communication by Anticipating and Adopting Behavior Styles

NOTICESWhile Keller Williams Realty, Inc. (KWRI) has taken due care in the preparation of all coursematerials, we do not guarantee its accuracy now or in the future. KWRI makes no warrantieseither expressed or implied with regard to the information and programs presented in thecourse, or in this manual, and reserves the right to make changes from time to time.This manual and any course it’s used as a part of may contain hypothetical exercises that aredesigned to help you understand how Keller Williams calculates profit sharing contributionsand distributions under the MORE System, how Keller Williams determines agentscompensation under the Keller Williams Compensation System, and how other aspects of aKeller Williams Market Center’s financial results are determined and evaluated. Any exercisesare entirely hypothetical. They are not intended to enable you to determine how much moneyyou are likely to make as a Keller Williams Licensee or to predict the amount or range of salesor profits your Market Center is likely to achieve. Keller Williams therefore cautions you not toassume that the results of the exercises bear any relation to the financial performance you canexpect as a Keller Williams Licensee and not to consider or rely on the results of the exercisesin deciding whether to invest in a Keller Williams Market Center. If any part of this notice isunclear, please contact Keller Williams’ legal department.Materials based on the Recruit-Select-Train-Manage-Motivate (RSTMM) system and theWinning Through Selection course have been licensed to Keller Williams Realty International byCorporate Consulting. KWRI has the exclusive right within the residential real estate industryto market and present material from RSTMM, Winning Through Selection, and any derivativesowned by or created in cooperation with Corporate Consulting.Material excerpted from The Millionaire Real Estate Agent appears courtesy of The McGraw-HillCompanies. The Millionaire Real Estate Agent is copyright © 2003–2004 Rellek PublishingPartners LTD. All rights reserved.Copyright noticeAll other materials are copyright © 2009 Keller Williams Realty, Inc. All rights reserved.Printed June 2009.No part of this publication and its associated materials may be reproduced or transmitted in anyform or by any means without the prior permission of Keller Williams Realty Inc.© 2009 KELLER WILLIAMS REALTY INC. ii

The DISC and CommunicationThe DISCAssessing Preferred BehaviorThe DISC is a great tool to utilize when trying to match a talented individualwith a specific role. However, the DISC is not exclusive to the hiring process.If you’d like to communicate more effectively with others around you, such asfamily members, community volunteers, loan officers, etc. consider assessingtheir behavior as well.Tip!Keller Williams Realty also utilizes a behavioral assessment toolcalled the Activity Vector Analysis, or AVA. Learn more abouthow to use this tool in the KWU course, RecruitSelect. Seehttp://kwu.kw.com/recruitselect for more information.The DISC is a behavior or personality assessment that provides feedback abouthow individuals communicate and relate to one another and how they willbehave under stress. The four behavioral styles assessed by the DISC are:• D (Drive)—Characterized by dominance, drive, need to conquer; quickto anger; motivated by challenge and bottom line; thinking- and taskoriented;fast and aggressive; fears looking like a fool or being takenadvantage of.• I (Influence)—Characterized by influence, persuasiveness, andoptimism; motivated by flattery and recognition; people- and relationshiporiented;fast and aggressive; fears rejection.• S (Steadiness)—Characterized by steadiness, supportiveness, calm;hides emotions; motivated by benefits; people- and relationship-oriented;steady and cautious; fears change.• C (Compliance)—Characterized by compliance and correctness; avoidsrisk; motivated by accuracy; thinking- and task-oriented; steady andcautious; fears criticism.The DISC assessment analyzes behavioral characteristics and plots them asfour variables on a graph. The person’s profile type is determined by readingthe highest point or score on the graph, then the next highest, and so forth.The DISC graph includes a 50 percent line or an Energy Line. This line is usedto determine the key characteristics of a person’s profile. You will often hearcharacteristics referred to as “above the line” or “below the line.”Note: To order DISC assessments, visit www.abelson.net.© 2009 KELLER WILLIAMS REALTY INC. 1

The DISC and Communication© 2009 KELLER WILLIAMS REALTY INC. 2

The DISC and CommunicationTeam CommunicationThe High D Is Looking for RESULTS/EFFICIENCYWhen working and communicating with individuals who exhibit a high Dbehavior, remember that they are direct, self-reliant, and competitive. They arehigh risk takers and are task-oriented. They have a desire to change theenvironment around them and they have a great sense of urgency.When working with a High I, a High D must allow the High I to verbalize andallow a bit more time for the decisions to be made. D individuals will need tolighten up when dealing with I profiles.A High D will need to slow down their pace when interacting with S profiles.The High D might frequently overpower the High S because of the High D’ssense of urgency and high risk.The High D will need to slow down to have successful communication withthe High C. The High D needs to give more information than normal, but nottalk too personally with the High C or be too pushy. Both the High D and theHigh C share a need to use time wisely and to control their environment.The High I Is Looking for the EXPERIENCEHigh I individuals are people-oriented and tend to be very verbal andpersuasive. They may have creative high-risk ideas, but some may not carry outthe ideas. A High I enjoys people and fun. They ask lots of questions.The High I will need to be more direct with a High D. Also, the I will need toallow the D to carry the conversation, and work on asking more questionsinstead of telling the answers.When working with a High S, the High I must talk less and ask more questionsto build a trust relationship. These individuals need to be careful not to appeartoo pushy or enthusiastic to S profiles.When working with a High C, the High I will have to slow down, keep a tightrein on emotions, and provide the necessary data to the High C. Personal talk isnot allowed, as the private life of the High C is exactly that—private.© 2009 KELLER WILLIAMS REALTY INC. 3

The DISC and CommunicationBelow is a chart of tips on the best way to communicate with each style.Remember, you may have to blend some of the ideas listed below. Very fewpeople have just one preferred style.IWhen communicating with a personwho is magnetic, enthusiastic,friendly, demonstrative, and political:• Provide a warm and friendlyenvironment.• Don't deal with a lot of details(put them in writing).• Ask "feeling" questions to drawtheir opinions or comments.DWhencommunicating with a personwho is ambitious, forceful, decisive,strong willed, independent, and goaloriented:• Be clear, specific, brief, and to thepoint.• Stick to business.• Be prepared with support materialin a well-organized "package."Factors that will create tension ordissatisfaction:Factors that will create tension ordissatisfaction:• Being curt, cold, or tight lipped.• Controlling the conversation.• Driving on facts and figures,alternatives, abstractions.• Being giddy, casual, informal, loud.• Pushing too hard or beingunrealistic with deadlines.• Being disorganized or messy.SWhen communicating with a personwho is patient, predictable, reliable,steady, relaxed, and modest:• Begin with a personalcomment—break the ice.• Present your case softly, nonthreateningly.• Ask "how?" questions to drawtheir opinions.Factors that will create tension ordissatisfaction:• Rushing headlong into business.• Being domineering ordemanding.• Forcing them to respond quicklyto your objectives.CWhencommunicating with a personwho is dependent, neat, conservative,careful, and compliant:• Prepare your "case" in advance.• Stick to business.• Be accurate and realistic.Factors that will create tension ordissatisfaction:• Talking about things that are notrelevant to the issue.• Leaving loopholes or cloudy issues.• Appearing disorganized.Abelson & Company1-888-ABELSON (223-5766) / Fax 1-979-696-2272abelson@abelson.netCopyright © 1984-2004. Target TrainingInternational, Ltd.© 2009 KELLER WILLIAMS REALTY INC. 5