understanding & applying disc2-+operating... · have you ever met someone and said “wow, that...

Understanding & Applying DISC

Rexi Coaching Guiding you to a breakthrough in communication!

DISC Training

© 2008 Rexi Coaching, LLC for exclusive use by Rosen Coaching

What is DISC?

Have you ever met someone and said “Wow, that person irritates me”. Or have you

seen a co-worker react to a situation completely differently than you would. Maybe

you have worked for someone who seems to intimidate you and you believe they

just don’t care about you. Do you have an employee who appears to take forever to

get a task done? Maybe you have a spouse who always wants to be doing something

when you just want some quiet time. Or you have a child who you always seem to be

“butting heads” with.

Have you ever thought “That person hasn’t heard a word I have said or

appreciated a thing I have done”! It’s like I’m speaking a foreign language.”

So what if you could speak the same language of everyone you came into contact

with? What if you could understand why people did what they did and why they

react to you or situations in certain ways. What if when you talked to someone

……they could understand what you were saying!

DISC is an observable universal language of behavior and emotions. It is language

of how we act or behave. Research has shown us that these “behavioral

characteristics” can be grouped into four quadrants or styles. If we learn and

understand these characteristics about ourselves and others we can increase our

success in communication with everyone we are in contact with! DISC is a powerful

language that promotes better communication and relationships.

DISC is NOT:

A measure of a person’s intelligence

An indicator of a person’s values or beliefs

A measurement of skills and experience

A measurement of education and training

DISC Training


Brief History of DISC

Dr. William Moulton Marston (1893-1947) was the major developer of the DISC

language. He was a teacher, writer and consulting psychologist. In 1920 Marston

developed a theory to explain people’s emotional responses to various stimuli. In

1928 he published a book called “The Emotions of Normal People” where he

describes the theory that is used today. Then in 1931, Marston wrote ““Integrative

Psychology” where he describes the four behaviors styles;

D ominance

I nflunecing

S teadiness

C ompliance

Marston did not invent the DISC behavioral assessment system but his theory was

the basic foundation. It took years of scientific observation and behavioral

research to develop the DISC assessment system that we have today. The first

DISC profile system was created in 1970. Now, DISC profiles are used in several

organizations and it is taught in many different languages all over the world. For

more detailed information on the development and research (reliability and

validity) of DISC, I suggest the book “The Universal Language- DISC” by Target

Training International, LTD (TTI).

DISC is a neutral language and a silent language.

1. DISC is a “neutral language” because it has nothing to do with right and

wrong. DISC only describes the differences in how people approach other

people, situations, problems, pace and procedures. A person’s behavioral

characteristic or style is NOT what makes them good or bad, right or wrong.

Their values and beliefs determine whether they are good or bad, right or

wrong. An example is, a religious leader seeking peace and a terrorist

dictator seeking power. They both could have the same behavior

DISC Training


style/characteristic (DISC profile) but their values and beliefs would make

them very different people.

2. DISC is a “silent language” when understood and used properly. Once well

trained in the language you can show the knowledge of the language in the

way you interact with others. People don’t like to be labeled so use DISC

terminology only with others who understand the language. An example is, if

you are speaking to someone refrain from saying “wow, you’re an off the

charts D”! The person has no idea what you are talking about. You would

need the appropriate amount of time and setting to explain it to them.

As we embark on our DISC journey it is important to understand that no one DISC

profile is better or worse than another. We all have strengths and limitations that

make us who we are. We need to understand that “different” isn’t wrong, but that

“different equals different” and that there is richness in diversity. Understanding

the DISC language helps to promote better communication and relationships.

Prerequisites to learning DISC

1. You must want to find your strengths.

2. You must be open and willing to look at the possible limitations in your

behavior.

3. You need to understand that there are no good and bad or best and worst

behavioral styles.

4. You need to acknowledge that all behavioral styles have strengths and

limitations

5. You need to be aware that everyone is a mixture of behavioral styles and

sometimes it may be difficult to “read” people correctly.

DISC Training


Concepts in Communicating

1. People who understand their strengths and limitations are able to adapt to

the needs of others and the needs of the environment in ways that lead to

maximum effectiveness.

2. You cannot motivate another person; you can only create an environment in

which people become self motivated.

3. People do things for their reasons not yours.

4. If I understand myself better than you understand me, then I can control

the communication or situation

The word control is defined by Webster’s dictionary as; “to exercise restraint or

direction over”. Many people have an aversion to the word control but understand

that it is NOT a negative word in the statement above. The better you understand

yourself and others, the more control (showing restraint or directing) you will have

in your communication.

Successful People:

Understand themselves and how their behavior affects others

Understand their reactions to others

Know how to maximize what they do well

Have a positive attitude about themselves, which causes others to have

confidence in them

Know how to adapt their behavior to meet the needs of the other people and

particular situations.

Learning disc can be life changing in all of your relationships (spouse, children,

friends, co-workers, and clients!) You will begin to understand why you act or react

to certain people or particular situations and how and why people act or react to

you. It reduces tremendous amounts of frustration and opens up great lines of

communication. It’s a win –win for everyone!

DISC Training


The DISC Behavioral System Model (DISC at a glance)

D I

C S

Questioning Logic- focused

Objective

Skeptical

Challenging

Active Fast-paced

Assertive

Dynamic

Bold

Accepting People- focused

Empathizing

Receptive

Agreeable

Thoughtful Moderate paced

Calm

Methodical

Careful

Results focused

Direct

Question = What?

Get it done!

Enthusiastic

Sociable

Question = Who?

Get approval/recognition

Accuracy focused

Analytical

Question = Why?

Get it right

Patient

Loyal

Question = How?

Get along

DISC Training


EXERCISE: Using the DISC behavioral system model on the previous page, answer

the following questions.

1. Would you describe yourself as more ACTIVE, ACCEPTING,

THOUGHTFUL or QUESTIONING? Pick 2 and write them down.

2. Do you ask more WHAT, WHO, WHY or HOW questions? Pick 2 and write

them down.

3. Do you like to “GET IT DONE”, “GET APPROVAL/RECOGNITION”, “GET

IT RIGHT” or “GET ALONG”? Pick 2 and write them down.

Now refer back to the DISC behavioral system model. Circle your answers on the

model. Which dimension or dimensions do you fall into?

Thinking about family, friends, co-workers or clients where might they fall?

What similarities do you have with other styles?

What differences do you have with other styles that might create

misunderstanding, confusion or even conflict?

DISC Training


Learning the DISC Behavioral Styles

The exercise that you are about to do will provide you a snapshot of your DISC

profile. As you start to recognize certain behavioral characteristics in yourself and

begin to understand your strengths and limitations you will also start to see them

in others. This knowledge gives us an opportunity to be able to connect and

communicate clearly with the people around us. Remember, there is no better or

worst DISC profile. The key to success is being who you are, using your strengths

and recognizing your limitations. Forcing yourself to act like someone else’s DISC

profile will only lead to exhaustion and burnout.

*Note

If you take a DISC assessment and have an unusual amount of stress occurring in

your life (i.e. loss of a loved one, divorce, job loss, etc) this can affect the outcome

of your assessment/profile. Under extreme stress our behavior will temporarily

change to meet the needs of the crisis. I always recommend not doing an

assessment during a time of high stress or retaking the assessment at a later time

once you have moved through the crisis.

The following chart uses adjectives that describe the High, Medium and Low

behavioral characteristics for each dimension. Remember that most everyone is a

combination of DISC behavioral styles. Everyone will fall into each of the DISC

dimensions. It is where you fall that determines your behavioral style. What you

will discover is that you will usually fall into the High/Medium area of at least 2 of

the dimensions and fall into the medium or low of 2 of the dimensions.

If you choose to do a more extensive profile please download the PDF file called “Style

Analysis Short Form” that can be found in the zip file where you downloaded this

document.

DISC Training


Exercise: Circle all the adjectives on the chart that MOST describe you. Than

focusing on the “HIGH” section, what dimensions have the most adjectives circled?

Than go to the “MEDIUM” section and look at which dimensions have the most

adjectives circled. For this exercise we will not be looking at the adjectives circled

in the “LOW” section. The goal here is to discover out of the 4 dimensions which

are your highest (have the most circled adjectives in the HIGH and MEDIUM

sections). This will give you a good idea of your DISC behavioral style.

My DISC behavioral style is; _________________ (i.e. D,C or S,I or I,D,C etc)

D (Dominance) I (Influence) S (Steadiness) C (Compliance)

direct enthusiastic reliable perfectionist

daring gregarious patient accurate

ambitious persuasive loyal fact-finder

independent impulsive predictable diplomatic

demanding expressive team-person contemplative

forceful self-promoting serene conservative

risk-taker trusting possessive courteous

adventuresome influential systematic careful

decisive pleasant modest restrained

inquisitive sociable relaxed high standards

self-assured generous non-demonstrative analytical

competitive poised deliberate sensitive

quick charming amiable mature

self-reliant confident stable evasive

calculated risk-taker convincing mobile opinionated

self-critical observing outgoing self-righteous

unassuming discriminating alert deliberate

self-effacing reflective eager persistent

realistic factual critical independent

weighs pros & cons logical discontented stubborn

humble controlled pressured firm

conservative calculating impetuous arbitrary

peaceful suspicious restless rebellious

mild pessimistic change-oriented defiant

quiet aloof spontaneous fearless

modest withdrawn impulsive radical

dependent skeptical active reckless

HIGH

MEDIUM

LOW

DISC Training


The High “D”- Dominance

Their emphasis is to shape the environment by overcoming opposition and accomplishing the results they want

Tendencies

•A need to direct •Direct & to the point •Speaks their mind

•Seldom holds a grudge •Likes to prove something can be done

Strengths

• Problem solver • Drives for results • Loves a challenge

• Takes action • Desire to win • Takes Risks

• Self starter • Competitive • Innovative

Limitations

• Over delegates/under instructs • Pushes people doesn’t lead them

• Lacks tact & diplomacy • Impatient • Poor Listener

• Takes on too many tasks • Lack of concern for others

Motivation

• A challenge & opportunities • Power & authority to achieve results

• New & varied experiences • Rapid advancement •To be in control

• Freedom from controls

Irritations

• Indecisiveness • Laziness •Lack of purpose, direction or discipline

Fears

• Loss of control in their environment

• Being taken advantage of

Emotion

• Anger – short fused or impatient, can be quick to anger

Extroverted

•This person looks outward to rejuvenate, relax or “reset

DISC Training


The High “I”- Influence

Their emphasis is on shaping the environment by influencing or persuading others

Tendencies

•Need to interact- people person •Wants to be involved in everything

•Need to be liked •Gets bored easily • Uses lots of facial expressions

Strengths

• People & Team oriented • Motivates others • Enthusiastic

• Optimistic • Natural mediator • Good persuader

• Sense of humor • Creative problem solver

Limitations

• Impulsiveness • Disorganization • Trust people indiscriminately

• Difficulty staying focused • Can talk too much

•Can be overly optimistic • Lack of follow through

Motivation

• Social recognition & popularity • Group Activities

• Relationships/ People contact • Monetary rewards

• Freedom of speech •Environment free of restraints

Irritations

•Lack of enthusiasm •Disinterest •Details •Time restraints

Fears

• Social rejection • Disapproval by others

• Loss of influence

Emotion

• Optimism /Trust – looks on the bright side of things / trust level is high

Extroverted

•This person looks outward to rejuvenate, relax or “reset

DISC Training


The High “S”- Steadiness

Their emphasis is on cooperation with others within the existing circumstances

Tendencies

•Inherent need to serve •Like to maintain status quo

•Like consistency & predictability • Avoid conflict at almost all costs

•Extreme care givers •Form strong attachments to family, friends, etc

Strengths

• Extremely loyal •Patient & empathetic • Good Listener

• Helping others •Family & group oriented •Calm

• Create a stable & harmonious environment

Limitations

• Overly willing to give •Afraid to take risks • Takes things personally

• Resists change •Difficulty establishing priorities

•Can be taken advantage of

Motivation

• Infrequent change • Stability & a predictable environment

• Harmony •Recognition for loyalty & service

• Cooperation • Sincere appreciation • To know you care

Irritations

•Insensitivity •Unfairness •Instability •Pushiness

Fears

• Loss of stability • The unknown

• Unpredictability • Change •Conflict

Emotion

• Non-emotional – ability to “mask” their emotions- great poker face

Introverted

• This person looks inward to rejuvenate, relax or “reset”

DISC Training


The High “C”- Compliance

Their emphasis is on working conscientiously (to achieve quality & accuracy) within the existing circumstances

Tendencies

•Uses systematic approaches to situations or activities

•Likes to plan ahead • Doesn’t care for spontaneity

•Wants proof & evidence •Needs procedures •Likes detail

Strengths

• Accurate •Objective thinker • Maintains high standards

• Conscientious • Diplomatic • Attention to details

Limitations

• Overly critical of self & others •Overanalyze- analysis paralysis

• Don’t verbalize feelings-internalize them • Perfectionist/never satisfied

• Can look at the negative side of things • Worrisome

Motivation

• Being valued for their quality & accuracy • Time to think

• Clearly defined expectations •Procedures in writing

• Opportunities to demonstrate expertise

Irritations

•Disorganization •Incompetence •Inaccuracy •Poor quality

Fears

• Criticism of their work

•”Slipshod” methods

Emotion

• Fear – of breaking the rules, likes to go “by the book”, very protective

Introverted

• This person looks inward to rejuvenate, relax or “reset”

DISC Training


Extroverted & Introverted Behavioral Styles It is important that you understand that everyone needs a “reset” button.

Everyone needs a way to rejuvenate, relax and de-stress. However the way

extroverts and introverts do that are very different.

Extrovert This person looks outward from themselves (external, from the environment).

D-dominace: may need physical activity (i.e. team or individual sport) and

would prefer it was of competitive nature. D’s want to win!

I-influence: may need interaction with people (i.e. team sports, groups,

clubs, anything social). They want activity and people.

Introvert This person looks inward to themselves (internal, from within).

S- steadiness: may need quiet time, down time (i.e. reading, sleep, hot bath,

work on a hobby, etc). They want to “shut down” for awhile.

C- compliance: may need alone time. They don’t want to be around people or

activities. They want quiet and like to spend time thinking.

So what happens when your behavioral style is both extroverted and introverted?

Well at times you may think that you are crazy! You want be involved with people

and activities but the other part of you just wants to “shut down” for awhile. You

are not crazy. You just need to realize that you are going to need both extroverted

and introverted activities in order to rejuvenate or relax. Those activities can be

very different from day to day. As long as you understand that about yourself and

communicate it to others around you, you will be able to set your “reset” button.

DISC Training


Recognizing your strengths, limitations, what motivates you, your fears and

emotions can be big in understanding why you act or react to people or situations.

You CAN NOT do it all!

Focus on your strengths and accept your limitations. Have people in place whose

strengths are your limitations.

A Personal “Limitations” Example:

Sometimes if I get overwhelmed or caught off guard I can feel my “I” getting out

of control. I become way too talkative and usually about nothing. Which means

several things….I’m not listening to the person I’m in contact with, I’m not getting

anything done, I’m wasting time, and most likely overloading the person with my

energy. So when this happens I must focus on reigning in my “I”. I try to figure out

what has caused my “I” to go up. Sometimes it is a really high “C” person that just

catches me off guard. I react to their silence, slower pace and lack of facial

expressions by trying to raise my “I” even higher. This is wrong. I just need to

acknowledge they are a high “C” and that I need to speak to them accordingly. Also

the higher my “I” gets the more irritating it is to a high “C”.

The key here is that I recognize one of my limitations when it is happening and I

can then work on controlling it in that moment.

What are some of your limitations?

Can you think of a situation when one of your limitations prevented the outcome

you wanted?

How could you “control” that limitation to get the desired outcome?

*remember the definition for “control” was “to exercise restraint or direction over”

DISC Training


Recognizing DISC in Others

D I S C

Body Language

Tone of Voice

Volume

Pace

Decision Making

Response to

Change

Conflict

Response

People or Task

Oriented

Introverted or

Extroverted

•Direct eye contact

•Strong handshake

•Leans towards you

•Strong

•Clear

•Confident

•Loud

•Direct

•Fast-abrupt

•Quick

•Loves Change

•Fight Back

•Task

•Extroverted

•Friendly eye contact

•Uses touch

•Relaxed

•Uses humor

•Enthusiastic

•Friendly

•Animated

•Fairly Loud

•Casual

•Fast- skips around

•Quick

•May not notice

change

•Flight-Run

•People

•Extroverted

•Minimal eye contact

•Stands back

•Non-emotional

•Soft handshake

•Warm

•Steady

•Quiet

•Low/soft

•Methodical

•Slow-logical

•Slow

•Doesn’t like change

•Tolerate/Avoids

•People

•Introverted

•Direct eye contact

•Firm posture

•Controlled

•Controlled

•Monotone

•Thoughtful

•Quiet

•Deliberate

•Slow- methodical

•Slow

• Concerned of the

effects of change

•Avoidance

•Task

•Introverted

DISC Training


Relating to others

D-Dominance

Be sure to:

Communicate brief and to the point

No social talk or chit chat

Be direct and straightforward

Be prepared and well-organized (or at least appear that way)

Focus on results and winning

Be clear and confident

Give options or choices so they can decide – they want to feel in control

Use “What” statements – Tell them “what” the service/product will do for

them

Use key words like: Results

Win

Challenge

Be the best

Lead or Leader

Succeed

You are in control

Power

Be prepared for: Bluntness and directness

Demanding approaches

Lack of empathy or sensitivity

Little social interaction

Impatience

Can be argumentative

Push people rather than lead people

DISC Training


Relating to Others

I-Influence

Be sure to:

Be friendly

Emotionally honest

Be relaxed and sociable, allow time for relating

Let them verbalize thoughts and feelings

Use humor

Ask their opinion

Provide written details

Make things fun, fast moving and interesting

Use “Who” statements – “who” is using the service/product and what they

have to say about it (i.e. testimonials)

Use key words like: Fun

Exciting

Optimistic

Experience it

Popular

Team

Be prepared for: A need for the limelight, being the center of attention

Vulnerability to perceived rejection

Inattention to detail

Disorganization

Difficulty staying focused

Long conversations

Overuse of hand gestures and facial expressions

DISC Training


Relating to Others

S-Steadiness

Be sure to:

Show sincere interest in them as people

Start with personal comments to break the ice

Be casual and informal

Provide a consistent and secure environment

Give them time to think when making a decision

Listen and be responsive

Be logical, systematic and non-threatening in your approach

Use “How” statements – “how” the service or product will stabilize

conditions for them

Use key words like: Help me out

Trust

Promise

Secure or security

Guarantee

Step by step

Be prepared for: Resistance to change

Slow to except/trust a person , environment or situation

Difficulty identifying priorities

Tend to take things personally

Internalize their feelings that should be discussed

Will avoid any conflict, real or perceived

Stay loyal or involved in situation too long

May wait for orders or instructions before acting

DISC Training


Relating to Others

C-Compliance

Be sure to:

Give them lots of information

Be more formal, direct and straightforward

Be precise and focused

Give them their personal space, they don’t like physical contact

Be prepared

Provide clear expectations

Show dependability

Give things in writing

Give them time to think

Be tactful and emotionally reserved

Use “Why” statements – “why” a service or product is a logical investment

for them

Use key words like: Facts

Evidence

Proof

Tested

Guaranteed in writing

Data shows

Be prepared for: Discomfort with ambiguity

Resistance to vague and general information

Desire to double-check

Little need for affiliation with others

Overanalyze – analysis paralysis

Be defensive when work is criticized

Hesitation to act

DISC Training


Ok …so now what? I have a basic understanding of

DISC. How do I apply it?

We will look at ways you can use DISC in your office. Since you may not be doing an

extensive DISC profile/assessment on your patients you will want to “speak to”

their DISC characteristic that stands out the most. For example, if their “I”

stands out the most than speak to them using “I” language.

*Some offices may choose to use the 24 questions assessment on their patients. This is a PDF file called “Style Analysis Short Form” that can be found in the zip file where you downloaded this document.

Receiving a phone call

Listen for:

Volume of voice – loud or soft?

Tone of voice – strong, friendly, steady or monotone?

Pace of voice – fast or slow

Questions or Comments– brief and to the point, very talkative and

volunteering lots of info about themselves, is a little hesitant or

unsure, or business like and asking lots of questions

Example (D)

Caller: Hi, this is Bob Smith (using loud & strong voice). I would like to make an

appointment with Dr. Jones. Does he have any openings today? (fast- paced, direct and to the point).

Response: “Hi Mr. Smith, Dr. Jones does not have any openings today

(speaking clear and confidently – no “ums”) but he does have an opening tomorrow. Does morning or afternoon work better for you? (be specific, direct, offering a choice and not engaging in chit chat). Great, we will see you tomorrow

at 3. (direct and to the point)

DISC Training


Example (I)

Caller: Hi Sally (the CA)! This is Barbara. How are you today?(fairly loud, causal, friendly) So you will never believe what happen at work today…it was

just crazy! (enthusiastic, animated) Anyway, I really need to see Dr. Jones

today.(fast paced- skips around) Is there any way he could fit me in?

Response: Hey Barbara! Sorry about your crazy day.(friendly, relaxed, social) You know what(excited), let me check the schedule real quick and see where

we can get you in because you know we would love to see you! (fast- paced, using “love to see you” - they like being the center of attention) Hey, it looks like

I have an opening at 5:15! (being specific, not too many options or they will be distracted). Why don’t I put you in there! (excited)

Example (S)

Caller: Hi, this is Mary Smith. (low/soft volume) I need to cancel my

appointment for tomorrow morning.(warm & steady tone) I apologize for the last minute cancelation but something has come up that was unavoidable.(non-emotional, slow pace) Is it possible to reschedule for Friday morning?

Response: Hi Mary. (warm & quiet tone) I hope everything is alright.(showing care and concern) There is no problem.(avoiding perceived conflict) I will

reschedule your appointment for Friday morning at the same time. Ok Mary,

enjoy the rest of your day and we will see you Friday.(steady, low, soft voice & slow pace)

Example (C)

Caller: Hi, this is John Smith. (monotone tone & quiet) I have an appointment

for this Thursday at 4pm and I would like to reschedule that to the following

Thursday at 4 pm if possible.(plans ahead – doesn’t care for spontaneity) Also, I

wanted to refer a friend to see Dr. Jones and I was trying to explain the

Dr’s technique.(slow –methodical pace) Do you have anything I can give

him?(wants written detailed information)

DISC Training


Response: Hi Mr. Smith (more formal -unless you know him well). I will go ahead

and reschedule your appointment from this Thursday to next Thursday at

4pm.(quiet & deliberate volume) Thank you for recommending our office to your friend. (controlled, thoughtful tone, slow pace – remain emotional reserved) I do have an information packet on

the technique Dr. Jones specializes in.(shows being prepared). Would you like

me to email, fax or mail that to you? (being precise and focused – showing organization) Alright Mr. Jones, we will see you Thursday June 26th at

4pm.(being specific and detailed)

Patient walks into the office

Look for:

Body Language –

Eye contact- direct, friendly, or minimal

Gestures- confident & assertive movement, relaxed and fluid,

close to the body, or very controlled

Facial expressions- friendly & confident, friendly with lots of

smiles & expressive, warm & reserved, or quiet & controlled

Volume of voice – loud or soft?

Tone of voice – strong, friendly, steady or monotone?

Pace of voice – fast or slow

Example 1

Patient: “Well….I’m finally here! (friendly eye contact – fast paced) Sorry I’m

late! Traffic was insane! (loud, friendly, lots of facial expressions and hand gestures) I sure hope traffic lightens up because after my appointment I’m

going downtown to meet some friends for dinner.(social activities- people person)

What is your initial guess on their profile?

Response: Hey Tammy! You look great today! (enthusiastic & friendly) It sounds as if you’re going to have lots of fun tonight! (excited – use of key word – “fun”) Dr. Jones will be with you in just a few minutes. We need to get you out of

here so you can meet your friends! (friendly eye contact, lots of smiles).

DISC Training


Example 2

Patient: Hi, My name is Pam Smith (direct eye contact – soft, monotone voice). I have a 3:45 appointment with Dr. Jones (gestures are close to the body). I realize that I’m about 10 minutes early so I will just read a magazine for a

few minutes (facial expressions are quiet & controlled). (punctuality is important, they are usually on time or early and if they think they are going to be delayed they will call) What is your initial guess on their profile?

Response: Hi Mrs. Smith. Good to see you again (making direct eye contact- quiet, thoughtful tone, slow pace). If you could please sign in I would appreciate

that (likes to follow procedures). Dr. Jones will be with you in about 5-7

minutes. (being more precise with wait time)

Example 3

Patient: Hi……so is Dr. Jones running on time today?(eye contact – direct, facial expressions- friendly & confident, direct & to the point) I need to be on the other side of town in about 45 minutes.(fast-paced, strong tone) What is your initial guess on their profile?

Response: Hi Bob. Dr. Jones is running about 5 minutes behind.(making direct eye contact, being clear & confident). Would you like to wait or should I

reschedule you? (being direct & straightforward, giving them a choice so that they can decide and have control of the outcome)

Example 4

Patient: Hi Sally (the CA). How are you today? (eye contact – minimal, gestures – close to the body) Could you also tell me if I have a balance on my account

because if so I would like to take care of that now if you don’t mind. (facial expressions – warm & reserved, quiet & soft tone)

DISC Training



Response: Hi Pat. I’m doing well…thank you. How has your day been? (using steady, soft voice, slow paced) By the way, how is your dog doing? Last time you

were in you had just come from vet (casual and informal, showing sincere interest in them). It looks like you do have a small balance on your account

listening & being responsive to their question). I will be happy to help you with

that(using a key work – “help”).

New Patient Paperwork- Behavioral Style Questionnaire

I highly recommend putting this into your new patient paperwork. This can provide

a quick snapshot of what their DISC profile might be.

*Some offices may choose to use the 24 questions assessment on their patients instead

Using your initial gut reaction:

1. Do you feel more introverted or extroverted? (circle one)

2. Are you more people-oriented or task-oriented? (circle one)

3. Using numbers 1-4 (1 is most like you, 4 is least) grade the following:

I want to direct or challenge _____

I feel the need to verbalize or interact _____

I like to serve and accommodate others _____

I need to comply with rules and procedures _____

Answer key

1. Do you feel more introverted or extroverted? (circle one) S,C or D,I

2. Are you more people-oriented or task-oriented? (circle one) I,S or D,C

3. Using numbers 1-4 (1 is most like you, 4 is least) grade the following:

I want to direct or challenge _____ D

I feel the need to verbalize or interact _____ I

I like to serve and accommodate others _____ S

I need to comply with rules and procedures _____ C

DISC Training


CA going into a New patient Pre-consult

1. Ask the front desk CA, based on their interaction with the new patient,

what they think the new patients DISC profile might be.

2. Look at behavioral style questionnaire in the new patient paperwork. Some offices may choose to use the 24 questions assessment instead.

3. When you go into the room. Introduce yourself and shake their hand

Was their handshake firm or soft?

Was their eye contact direct or minimal?

Are they sitting in the chair in a forward position or a leaned back

relaxed position?

4. Ask them a few key questions regarding their patient history

Are they going into great detail or giving you short answers?

5. Once you are finished with the pre-consult I recommend asking one last

question. It called a “needs analysis question (NAQ)” and it goes like this:

“Mr. Smith, I have just one last question for you. If Dr. Jones or this office can do one thing to make your experience here exceptional what would that be? I’m not looking for a specific answer it can be anything you want.”

*Note: If a person is in lots of pain their behavioral style may be muted and therefore they may be harder to “read”. This is when the behavioral style questionnaire in the new patient paperwork can be very helpful.

Everyone I have asked this question to loves that I ask! Most people say that they

wish more businesses/doctors/etc. would ask them. Make sure that you are writing

down their answer and when they are done repeat their answer back to them so

that they know and you know that you got it right. Then I like to write their

answer on their travel card and highlight it so that every time they come in, the

staff, doctor and the patient are reminded of what is important to them. What you

will find is that they feel heard and in most all cases it is yet another indicator of

their DISC profile.

DISC Training


Example

CA: Mr. Smith, I have just one last question for you. If Dr. Jones or this office

can do one thing to make your experience here exceptional what would that be? I’m

not looking for a specific answer it can be anything you want.”

Patient: I want to feel better. I don’t want to be treated like a number and I want

to feel that the doctor and the office really cares about me. And…well… an

espresso machine in the waiting area would be nice.

CA: Thank you Mr. Smith for your answer I really appreciate it. I ask that question

because sometimes we assume we know what people want and the truth is we don’t

unless we ask them. I can’t guarantee that we will get an espresso machine in the

waiting area but I can promise you that we will do everything we can to get you

feeling better so that you can get back to the things you enjoy doing again!


What were some key words that the patient used in their response that would help

give you a good guess as to their DISC profile?

What were some key words that the CA used in their response that would really

speak to the patient?

DISC Training


Doctor doing the consultation/exam or report of findings

At this point the CA should be able to give the doctor a very good indication of the

patients DISC profile so that the doctor can go into the consultation/exam or

report of findings and “speak “ to the patient using the patients language.

How to be prepared: The best way to be prepared is to review the “relating

to others” section and the “recognizing DISC in others” section (for using the right

body language, voice volume, tone & pace). “Key words” are important. You only need

to use a few but the patient will definitely tune in when you use them!

The following examples are for the report of findings:

Example for a “D” Patient

Doctor: (using a strong, clear and confident voice and using a faster pace, direct eye contact) Mr. Smith, it is good to see you again. (no small talk or chit chat ) I want to go over my report with you and then we can decide on the best way to

get the results (key word) you want (communicating brief, straightforward and to the point). I see a lot of cases just like yours and have very good success (key word). Here are the 2 options that I think you should consider ( giving options or choices so that they feel in control) and I’ll explain what(using a “what” statement) both these options can do for you. Now that you know my

recommendations and your options, it is in your control (motivation – to be in control) how healthy you want to get.

DISC Training


Example for an “I” Patient

Doctor: (using a friendly, enthusiastic and fairly loud voice and using a faster pace, friendly eye contact) Hey Bob, it is so good to see you again! Did you have a

fun weekend? (being friendly, relaxed, sociable – allowing time for relating) .

Well…I want to go over my report with you and show you what I have found.

I’m really excited (key word) because I see a lot of cases just like yours and great results! (enthusiastic tone) After we are done I will be giving you this

folder with my report and recommendations (providing written details because they won’t remember what you said). I have also included some great testimonials

for you to look at! Also, you know who you should talk to…..Sally our front

desk CA. She has had some amazing results with her care! (“who” statements- they like to know who is using the product or service ). I know that your schedule

is a little crazy and we can be flexible and work out your appointments around

that (motivation – environment free from restraints). I can’t wait to get started

with your care (showing optimism and excitement). I really feel that you will be

very happy with your experience (key word) here! What are your thoughts on

what I have suggested (asking them their opinion and letting them verbalize their thoughts and feelings)? Ok…so how does that sound to you?

Example for a “S” Patient

Doctor: (using a warm, quiet and soft voice and speaking slower, minimal eye contact) Hi Bob, it is good to see you again. Did you enjoy your golf game this

last weekend (remember one thing personal about them and ask- shows interest in them as people)? So how have you been feeling since the last time I saw

you?(casual and informal- again showing interest)(than listen & be responsive) Well Bob, I would like to go over my report with you and explain to you how

(using a “how” statement – explaining how your service will stabilize their condition) I believe I can help(key word) you. After we are done I will be giving you this

folder with my report and some step by step (key word-phrase) recommendations. I see a lot of cases just like yours and get very good

results. Bob, I guarantee (key word) you that I will do everything in my power

to get you healthy and stay healthy. I realize that you may need some time to

think about my recommendations (give them time to think when making a decision) but in order to help (key word) you feel better soon, I think it is important

that we get started as soon as possible.

DISC Training


Example for a “C” Patient

Doctor: (using a quiet, controlled and thoughtful voice and speaking slower, direct eye contact) Mr. Smith, it is good to see you again. (no small talk or joking around, give them personal space, don’t touch them when talking to them) I want

to go over my report with you and give you the details of what I have found.

After we are done I will be giving you this folder with my report and

recommendations (motivation – things in writing). I have also included some

additional information that I think you might find interesting (giving them extra detailed written information). Based on the evidence (key word) of what I have

found I believe I can help you. I see a lot of cases just like yours and get

very good results. I realize that you may need some time to think about my

recommendations (motivation – allowing them time to think) but I think it is

important to get started as soon as possible. The reason why, (using a “why” statement) is that the sooner we get started the sooner we can get onto the

road of healing.

Take a few minutes and when a patient comes in really observe their behavior.

Start to use some body language that they can relate to, adapt your tone, volume

and pace of voice to match theirs, or try using a few key words that will really get

their attention . Then notice the difference in how they response to you. I think

you will be amazed at the results you get!

DISC Training


Natural Style vs Adapted Style

It’s important to understand that we all process all 4 behavioral styles but what

matters is to what degree. When you look at the graph, note the dark line at the

50 mark. Anything over that line are the behavioral styles or characteristics that

are the “loudest” so to speak. When someone meets you that is what they see.

Natural Style (graph II) – This graph represents the “real you”. This won’t

change much over your lifetime although there could be small sifts depending

where you are at in your life (i.e., in school, out of school, first career job, single,

married, before kids, young kids, older kids, etc)

Adapted Style (graph I) – This graph represents “you under stress”. This graph

can change month to month, year to year depending on any stress you are under.

The stress can be coming from your personal life or business life. Because these

assessments are usually done in a work environment we tend to assume any stress

is professional but I have found that many times it’s personal which therefore can

obviously affect the professional.

Ideally you want both graphs to look similar. It’s important to understand that the

closer you stay to your natural style the more content you will be. Remember, you

can be successful no matter what your graph looks like but when you try to be

something you are not you can only do it for a short period of time before you

start to burn out.

Let’s take a look at the following examples;

DISC Training


Example 1

In this example we see that the natural style (graph II) has a very high “I” with a “C”

almost at the line. In their adapted style (graph I) we see quite a difference from the

natural style. The “I” drops significantly almost below the line. The “C” (although not above

the live) does drop as well. Then the “D” and “S” that are normally well below the line jump

up over the line. This individual would be feeling a lot of stress and frustration. So here is

a person who normally loves people and activities and values having certain systems in place

so they do not have to think or worry about the process. They would much rather spend

their time forming relationships with people. The adapted graph tells us that they now

have become much more results/numbers and goals focused. In that process they have let

some of the systems slide maybe in order to meet the goals. They may also be feeling that

they need to spend more time than they want to “hand holding” other people though the

process. The worst part of all for this person…they are not having any fun and having fun

is very important for someone whose “I” is that high!

DISC Training


Example 2

In this example the natural style (graph II) and the adapted style (graph I) are very

similar. This is good! Now it’s not to say they are completely stress free but for the most

part things are good. They are handling stress appropriately and they like the process in

which they move through situations. This person probably isn’t feeling overwhelmed and

may be looking to just improve what they do.

DISC Training


Natural Style vs Adapted Style

It’s important to understand that we all process all 4 behavioral styles but what

matters is to what degree. When you look at the graph, note the dark line at the

50 mark. Anything over that line are the behavioral styles or characteristics that

are the “loudest” so to speak. When someone meets you that is what they see.

Natural Style (graph II) – This graph represents the “real you”. This won’t

change much over your lifetime although there could be small shifts depending

where you are at in your life (i.e., in school, out of school, first career job, single,

married, before kids, young kids, older kids, etc)

Adapted Style (graph I) – This graph represents “you under stress”. This graph

can change month to month, year to year depending on any stress you are under.

The stress can be coming from your personal life or business life. Because these

assessments are usually done in a work environment we tend to assume any stress

is professional but I have found that many times it’s personal which therefore can

obviously affect the professional.

Ideally you want both graphs to look similar. It’s important to understand that the

closer you stay to your natural style the more content you will be. Remember, you

can be successful no matter what your graph looks like but when you try to be

something you are not you can only do it for a short period of time before you

start to burn out.

Let’s take a look at the following examples;

DISC Training


Example 1

In this example we see that the natural style (graph II) has a very high “I” with a

“C” almost at the line. In their adapted style (graph I) we see quite a difference

from the natural style. The “I” drops significantly almost below the line. The “C”

(although not above the live) does drop as well. Then the “D” and “S” that are

normally well below the line jump up over the line. This individual would be feeling a

lot of stress and frustration. So here is a person who normally loves people and

activities and values having certain systems in place so they do not have to think or

worry about the process. They would much rather spend their time forming

relationships with people. The adapted graph tells us that they now have become

much more results/numbers and goals focused. In that process they have let some

of the systems slide maybe in order to meet the goals. They may also be feeling

that they need to spend more time than they want to “hand holding” other people

DISC Training


though the process. The worst part of all for this person…they are not having any

fun and having fun is very important for someone whose “I” is that high!

Example 2

In this example the natural style (graph II) and the adapted style (graph I) are

very similar. This is good! Now it’s not to say they are completely stress free but

for the most part things are good. They are handling stress appropriately and they

like the process in which they move through situations. This person probably isn’t

feeling overwhelmed and may be looking to just improve what they do.

DISC Training


Some of the tendencies that we may see when there are changes in the adapted

style graph are as follows;

D increases - may feel the need to be more assertive and challenge oriented

D decreases – may feel the need to be less assertive and challenge oriented

I increases - may feel the need to be more outgoing and people oriented

I decreases - may feel the need to be less trusting, more guarded

S increases - may feel the need to slow everything way down

S decreases – may feel the need to increase activity level and pace

C increases – may feel the need to be more systematic, follow procedures, and not

take risks

C decreases – may feel the need to become more independent, be your own person

DISC Training


DISC Success Wheel

The last item that we are just going to take a look at is the DISC Success Wheel.

It is simply a visual format of looking at a group of peoples DISC profiles all

together. You would use this tool for looking at the dynamics of your staff and for

possibly hiring in the future.

When it comes to your office, it is important that everyone is spread out around

the wheel. You don’t want everyone on your team in one section of the wheel. Every

business, company or organization needs a combination of all the different profiles

in order to be successful.

DISC Training


Implementor = D, C Creative & Indecisive

Conductor = D Direct & results oriented

Persuader = D, I Optimistic & flexible

Promoter = I Verbal & trusting

Relater = I, S Cooperative team player

Supporter = S Accommodating & persistent

Coordinator = S, C Cautious & self-disciplined

Analyzer = C Precise & detailed oriented

Conclusion

DISC is a powerful communication tool! The first step is recognizing and

understanding your own behavioral characteristics. Once you better understand

yourself, you will be amazed at how much easier it is to recognize and understand

the behavior of others. You will have a new found confidence and power in your

communication with your patients, staff, family and friends!

understanding & applying disc2-+operating... · have you ever met someone and said “wow, that...

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