Communication Style

Communication is the exchanging of information, news, ideas, and feelings. Communication consists of both verbal and non-verbal cues. The way information is shared (i.e. tone, speed, detail, format, etc.) will impact how it is received. This is especially relevant in creating a healthy, professional work environment. It is essential to understand the different communication styles your staff uses to communicate with one another in order to create a healthy, positive, and effective work environment.

Awareness of these various styles can assist you in successfully building rapport and trust within your team. This ultimately leads to better staff retention, efficiency, and cohesive processes. There are various tests and assessments to determine what your communication style is. We recommend reviewing the options we’ve included and choosing one to complete with your team.

Learning Objective

To learn about what communication assessment tools are available and how they help you understand the different communication styles your staff members have. Additionally, you will learn how to communicate more effectively with both internal staff and external customers.

Types of Communicators

There are a variety of terms used to describe the different ways people communicate. However, many communication and personality assessments adopt four categories:

1. Controlling

  • Characteristics: forceful, competitive, decisive, strong, direct
  • Strengths: independent, practical, efficient, likes challenges
  • Weaknesses: intense, abrasive, harsh, dominating

2. Analytical

  • Characteristics: detailed, perfectionist, compliant, thinker, cautious
  • Strengths: precise, efficient, orderly, serious
  • Weaknesses: indecisive, critical, picky

3.  Supporting

  • Characteristics: dependable, respectful, loyal, patient, relatable
  • Strengths: understanding, good listener, balanced, supportive
  • Weaknesses: conforming, unsure, oversensitive, resentful

4. Expressive

  • Characteristics: ambitious, friendly, entertainer, socializer
  • Strengths: adaptable, spontaneous, fun, enthusiastic
  • Weaknesses: undisciplined, impulsive, unpredictable, disorganized

Internal Communication

There are general guidelines teams with healthy communication follow:

  • High energy and engagement in social settings outside of formal meetings (I.e., talking at lunch, on breaks, etc.)
  • Equal space for everyone to speak
  • Active listening (see the listening section for more information)
  • Self-awareness of one’s own body language, gestures, and other non-verbal communication
  • High emotional intelligence
  • Being explicit instead of implicit, but respectfully
  • Utilizing technology and creating an online community

External Communication

Positively representing your organization to the public is critical. Communication is the main driver of your image as an organization.

Essential components of sharing information broadly:

  • In situations when your audience has a variety of communication styles, it’s important to present the information in different ways.
  • When presenting information to the community, consider including visuals like graphs, charts, and photos.
  • Give people a 1–2-page breakdown, but include links or sources to view more detailed reports for those that are interested.
  • Avoid using complex language or terminology.
  • Consider spreading information in both electronic and hardcopy form.

Communication Best Practices

  • No communication style is necessarily better than another. They are all different and each brings positive and challenging things to the table.
  • In order to build an effective, forward-thinking team, it’s best to have staff with various communication styles.
  • As a supervisor, you must lead by example.
  • Effective communication is an ongoing learning experience that must continue to be worked on.
  • There are many communication assessments, choose the one you think best fits your team, organization, and culture.

Tips for Fostering Healthy Communication as a Leader

  • Avoid micromanaging (see the work culture section for more information).
  • Make sure everyone has the opportunity to share feedback, ask questions, etc.
  • Set clear expectations (i.e., create agendas for meetings, share goals, state action steps, etc.).
  • Set aside time to have conversations with employees one-on-one.

Tips to Provide Quality Customer Service and Communication

  • Ask for customer feedback and attempt to implement positive changes.
  • Practice empathy when working with customers/clients.
  • Be clear and answer questions to the best of your ability.
  • Be honest if you don’t know the answer and find someone who does.
  • Stay calm when working with a dissatisfied customer.
  • Personalize the experience; find ways to connect, (no matter how small) to make customers feel appreciated and heard.

Additional Information & Resources

Articles

Books

  • Sullivan, Jay. Simply Said: Communicating Better at Work and Beyond. Hoboken, Wiley, 10/31/2016.
  • Goulston, Mark. Just Listen: Discover the Secret to Getting Through to Absolutely Anyone. New York, AMACOM, 3/4/2015.
  • Dhawan, Erica. Digital Body Language: How to Build Trust and Connection, No Matter the Distance. New York, St. Martin’s Press, 5/11/2021.
  • Tolle, Eckhart. The Power of Now: A Guide to Spiritual Enlightenment. Vancouver, New World Library, 8/19/2004.
  • Carnegie, Dale. How to Win Friends & Influence People. New York, Simon & Schuster, 10/1/1936.
  • Sofer, Oren Jay. Say What You Mean: A Mindful Approach to Nonviolent Communication. Boulder, Shambhala, 12/11/2018.
  • Grenny, Joseph et al. Crucial Conversations: Tools for Talking When Stakes are High. New York, McGraw Hill, 10/21/2021.

Videos