People are different. That's what makes the world an interesting place in which to live. Imagine how boring it would be if we were all alike.
CUSTOMER SERVICE FOCUS
By Lynn DellaCroce, CIC, CPIW
Are you verbal, visual, or tactile? It makes a big difference!
People are different. That's what makes the world an interesting place in which to live. Imagine how boring it would be if we were all alike.
We've all heard these comments before. I'd like you to think about them again, this time in the context of communication and how you best receive information.
There are three modes of communication in which people commonly receive and understand data. These means of communication are verbal, visual, and tactile.To effectively communicate with others, we must first know how they receive information.
A verbal person is one who best understands by use of ears and voice. Verbal people prefer to ask questions if they don't understand. They like to hear instructions rather than read them. As a matter of fact, some people simply cannot follow instructions by reading them. I'm sure many of us have had the experience of trying to assemble something by reading the instructions or trying to decipher the computer manual. What takes hours of reading takes only minutes of explanation when someone tells you or shows you how to do it. People who prefer to learn by verbal and audible means will probably never read the employee manual. But
if you tell them what's in the manual, they'll understand it.
That communication style works for only some of us. Others prefer visual communication. They would much rather read the instructions. Visual people relish the reinforcement of seeing the words in writing and being sure they understand what is written. They enjoy being able to go back and refer to the instructions or the employee manual. These people like to read the book either before or after seeing the movie.
The third mode of communication is tactile. These are the touchy-feely people. They are the note-takers. They love embossed business cards, heavy linen stationery, leather briefcases, shaking hands. Tactile people best understand what you're saying if they take notes as you talk. This might bring back memories of your early childhood when your teacher had you write out the spelling words 10 times each.
What's your style?
Now it might be fun to determine how you communicate. Following is a little quiz to help you identify your own communication style.
Check each answer that applies:
1. When I have free time, I like to:
a. Watch TV or go to the movies
b. Listen to the radio or music
c. Go to the gym or do something physical or use my hands
2. What I notice most about people is:
a. Their appearance
b. Their voices
c. Their movements
3. I can easily learn when I:
a. See a demonstration
b. Hear instructions
c. Try it myself
4. When I go to a new city, I tend to:
a. Use a map
b. Ask someone for directions
c. Use my instincts as to which way to go
5. I enjoy reading material that:
a. Has a lot of pictures
b. Has interesting topics
c. Covers sports, crafts, activities
6. When I have a lot to do, I:
a. Make a list or imagine myself doing things
b. Remind myself of what I have to do
c. Get anxious until I complete most of the items
7. When I am talking to someone else, I:
a. Try to see what they are saying
b. Listen closely so I can hear what they have to say
c. Try to get in touch with what they are trying to say
8. When I solve problems, I:
a. Look for alternatives
b. Talk about new approaches
c. Fit possibilities together
9. I like any place where there:
a. Are things to see or people to watch
b. Is music, conversation, or quiet
c. Is room to move
(Tally your a's, b's, and c's. If your highest number is a's, your communication style is visual; b's, your communication style is verbal; and c's, your communication style is tactile.)
Match the mode
It is a known fact that people like people who are like themselves. You can greatly enhance your communication skills if you can identify the communication mode a person prefers and modify your communication mode to match.
Verbal people talk a lot. They won't want to read the proposal; they'll want you to tell them what is in it. They won't want to read your phone number off the business card; they'll want you to tell them what it is. Verbal people can be long-winded on the telephone. Their language includes vocal words such as, "He says," "I told them," etc. Remember, people like people who are like themselves. When talking with these people, let them express themselves. Do not dominate the conversation. They like to do the talking. Tell them things; don't expect them to read a lot. You'll be better off calling a verbal person on the phone than sending an e-mail.
Let's say you're talking with someone who uses visual phrases like "I see," or "It's my point of view," or "I'd like to watch their performance before I decide." This is your first clue that the person is a visual communication type. People who are interested in actually reading through the proposal or paperwork are definitely visual communicators. You'll want to match your style to theirs. You may want to read something to them or use visual words like "I see," "I notice," etc. These people love e-mail.
You'll recognize the tactile style in people who tend to fidget with pens or business cards. They like to shake hands or touch things on your desk. They might make statements such as, "I feel this would be a good thing" or "I'd like to meet with you." If you recognize the tactile style, you'll want to move into the touchy-feely mode. Shake their hand, give them a business card, put your hand on their shoulder. They might like the speed and efficiency of e-mail, but they'd really appreciate a letter they can touch.
People are different. They communicate differently. Understanding people's preference for how they give and receive feedback enhances your ability to converse with them in a powerful and productive way. Positive interaction with people is a valuable tool. An understanding of how people process information will improve your ability to get your message across and your ideas understood. We are constantly interacting with people. The more you know about the three modes of communication, the better your chances are of being understood.*
The author
Lynn DellaCroce, CIC, CPIW, is the owner of LDC Insurance Education as well as a producer for Byars-Thompson-Buchanan Insurance Services. She has been teaching for 23 years, including the CISR and Dynamics of Service programs. For more information on CISR or Dynamics of Service, call (800) 633-2165 or visit the National Alliance for Insurance Education & Research Web site at www.TheNationalAlliance.com.
To effectively communicate with others,
we must first know how they receive information.