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Article : Influencing Different Personality Types

#contactcenterworld

Author: Marc Carriere, Managing Director, Marketing Tactics Pty Ltd

Positively influencing team members is a critical skill you need to develop if you want to become an amazing Team Leader.

One of the major reasons most Team Leaders fail to positively influence their team is because they don’t understand the basic personality types and how to effectively communicate with each type.

Of course, there are a multitude of different personality types; however they all emanate from one of these four types – Driver or Director, Socializing Chameleon, Thinker and Relater.

Driver and Chameleon personality types are typically outgoing and assertive, while Thinkers and Relaters are usually more reserved and slower paced. They are also generally analytical, task driven and detail orientated, while Chameleons and Relaters are more people and big picture orientated.

You probably won’t find too many Drivers in your team, but will probably recognize them in senior leadership roles like your Call Center Manager or their boss and other senior executives.

When you communicate with them they’ve got a lot on their plate and want to get to the bottom line very quickly. Drivers want you to be direct and to the point. They don’t want you to go into too much detail… just give them the facts in bullet points, so they get the picture quickly. But you’d better be sure you have the facts handy to back up anything you say!


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If you’re involved in sales you’ll probably have a lot of Socializing Chameleons on your team and these people are typically very expressive and fun loving.

The best way to communicate with them is to start off with a conversation about what they’ve been up to socially and give them a chance to tell you about how much fun they’ve been having. When you bring up what you want to discuss with them, give them big picture and explain how much fun this will be and how they’ll be able to interact with other people and show them how good they are.

You’ll find Relaters in sales roles, but more often they’re attracted to customer service roles where they can help others. With this personality type a good way to start off is with a cup of tea or coffee. They’re quite amenable and want to get along, so give them the big picture and explain how this will help to get everyone in the group to come together. And, you could ask them if they wouldn’t mind being there for anyone who looks like they may need some help.

You probably don’t have too many Thinkers in your team, but you’ll usually see them working the dialer or one of the analysts crunching the numbers. These people like to be very thorough and are a stickler for rules and they’re a bit reserved and slow paced. They’re most comfortable when they have time to really do the research and think through the task you want them to do.

So, with this personality type, you need to be very specific with the details of what you want and you’ll need to negotiate with them on when they can get the information you want back to you. Otherwise, they can take forever!

The next time you need to engage with one of your team members or anyone else within the company, and you want to positively influence them… think about which personality type you’re dealing with and the best way to communicate with that personality type to get the outcome you’re looking for.

For example, you wouldn’t approach a Drive type like you would a Relater would you? If you did they’d look at you crossed eyed and eat you up for breakfast and conversely if you approached a Relater like you would a Drive you’d scare the hell out of them and they’d resent you being so aggressive!

#contactcenterworld


About Marc Carriere:
With worldwide executive experience managing Call Centre teams that have won 3 Silver and 3 Gold ‘Ardy’ awards, consulting with businesses mentoring and coaching their Call Centre Leaders and having owned a call centre himself, Marc is well aware of the difficulties Call Centres face consistently meeting their monthly targets.

About Marketing Tactics Pty Ltd:
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Published: Friday, August 27, 2021

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2021 Buyers Guide Messaging Systems

 
1.) 
Amtelco

miSecureMessages
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

2.) 
eGain Corporation

Messaging Hub
eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.

3.) 
Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.

4.) 
Synthetix

Engage with your customers in Real-Time.

Connect personally with your customers, generating new revenues and boosting CSAT scores. Synthetix Chat is the fastest way to engage your users, with a Live Key-Press Feed, ID and Verification, simultaneous chats and AI-Powered predictive suggestions, Synthetix Chat reduces averages handling times by up to 50%.
 

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