The foundation of good customer contact is a conversation with mutual understanding. In such a conversation, it's essential to create a connection. The DISC model can help improve communication. But what exactly does this model entail?
Everyone is different, which means every conversation with a new person requires a different approach. In our Academy, we use the DISC model to train staff on this. The DISC model helps you understand yourself and others better, allowing you to handle conversations more effectively.
What is the DISC model?
DISC is an analysis that provides insights into a person's personality and behaviour. It maps out an individual's communication preferences and offers ways to recognise others' styles. The DISC model as we know it today consists of two axes: INDIRECT versus DIRECT and TASK-ORIENTED versus PEOPLE-ORIENTED. The first axis indicates how quickly and forcefully someone communicates, while the second axis shows how favourably or distrustfully a person responds to their surroundings.
We can then divide behaviour styles into four groups using DISC. People with similar styles exhibit specific behaviour common to that style. The letters D, I, S, and C represent the four behaviour styles: Dominant, Influential, Stable, and Conscientious. Essentially, we all possess these styles and exhibit a unique combination and intensity of these four styles in our behaviour. Typically, two of the four styles will dominate an individual. Each style is characterised by its own communication style, requiring a tailored approach. The key to effective communication during customer contact lies in recognising the customer's behaviour styles and aligning the communication accordingly. Below is an explanation of the four behaviour styles with tips for effective communication.
Dominant / Red
People with this style are driven by results, goals, and challenges. They position themselves independently, are decisive, and do not shy away from confrontations. Engaging with someone with this communication style? Show confidence and be clear and straightforward in your language. Focus on the main points, create opportunities, and establish concrete agreements. Do not be afraid of being tested, as they want to know the benefits and will always seek the best deal. This person likes to maintain control and will want to steer the conversation whenever possible.
Influential / Yellow
People with this style are driven by inspiration, influence, and recognition. They love to talk and are often enthusiastic and optimistic, enjoying being the centre of attention. It's not surprising that they know many people and make connections easily. Engaging with someone with this communication style? Be friendly, open, and enthusiastic. Ask questions and listen actively, as they like to use many words to express their wants. This person also seeks inspiration, so avoid too much detail and provide engaging examples.
Stable / Green
Someone with this style has a friendly, modest demeanour. This style is characterised by harmony, relationships, and collaboration in a stable environment. These people like to see things through and ensure everyone is content. Engaging with someone with this communication style? Start with a chat and show interest before getting to the point so they feel comfortable. Avoid conflicts and quick decisions, as these can be challenging for them. If you need a decision quickly, provide instructions or aid in making a choice.
Conscientious / Blue
People with this style are driven by accuracy, quality, and detail. They work thoroughly and prefer to follow the rules. These people are diplomatic and analytical thinkers, sometimes appearing somewhat stoic. For a conversation with someone with this style, good preparation is vital. They make decisions based on facts and arguments, so ensure you know these facts and provide relevant information. Focus on details and be ready for the 'why' question. Moreover, punctuality and fulfilling promises are important.
The DISC model in our Academy
We have provided a brief overview of the DISC model and the various communication styles to consider during customer conversations. DISC can be applied in multiple ways within customer contact, allowing you to better align your verbal and non-verbal communication with your conversation partner. Interested in learning more about the DISC model and how to apply it in your customer service? In our Academy, you will learn to identify your behaviour style and recognise those of others. The training delves into both content and practical applicability. For example, you will learn how a ‘green’ person can best communicate with a ‘red’ person, leading to better internal communication and positive and effective collaboration. The advantage of the DISC model is that you can quickly apply it during customer interactions. However, it is a layered method, so the more you immerse yourself in it, the more you can accomplish with it!
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