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Introduction to Process Communication Model

Hugo Hamon
February 28, 2014
330

Introduction to Process Communication Model

Have you ever wondered why it's sometimes easy to communicate with people and sometimes not? Do you want to learn how to better communicate with each other? The Process Communication model provides pragmatic tools to identify and understand each individual's personality. This will help you to adapt your communication to your interlocutor in order to better communicate with him/her and avoid wasting energy that often leads to miscommunication.

Hugo Hamon

February 28, 2014
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  1. Introduction to Process
    Communication Model
    Confoo – Montreal – February 2014

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  2. Who am I?
    Hugo Hamon
    SensioLabs
    Head of training
    26 year old IT Geek
    @hhamon

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  3. Topics
    I.  Communication & PCM
    II.  Life Positions
    III.  Types of personality
    IV.  Structure of personality
    V.  Behaviors under stress
    VI.  Communication channels

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  4. Communication is a form of manipulation

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  5. The way to communicate a message is sometimes more
    important than the message itself.

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  6. Taibi Kahler
    American
    Psychologist
    Awarded in 1977 by the
    Eric Berne scientific price
    What created PCM ?

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  7. Process Communication & the NASA

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  8. Why using the PCM?
    § Personal Development
    § Improving communication skills
    § Finding motivation sources
    § Identifying distress situations
    § Improving message transmission

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  9. Managers / Entrepreneurs Sales people / marketers Individual person
    Increase profitability Increase sales Improve communication skills
    Improve quality and value Increase client satisfaction
    Improve likelihood of
    succeeding in projects
    Increase client satisfaction Increase profitability Reduce distress
    Reduce distress Increase customer loyalty
    Increase motivation and
    pleasure in life
    Improve job satisfaction and
    morale
    Manage problems in
    relationships
    Key Benefits of PCM

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  10. Life Positions

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  11. How I see myself? How I see others?
    I have value (+)
    I have a positive image of myself
    I’m confident, aware of my strenghts and weaknesses
    He\she has value to me (+)
    He\she has strengths and things to improve
    He\she may have problems to be solved
    I have value (+)
    I know what it’s good for the other
    I’m on the other side of him\her
    He\she has no value to me (-)
    I have a negative appreciation of him\her
    I don’t have any values (-)
    I’m too old
    I’m too weak
    I’m not confident
    He\she has value to me (+)
    He\she is good at what he\she does
    He\she is graduated
    He\she is an expert
    I don’t have any values (-)
    I’m too old
    I’m too weak
    I’m not confident
    I’m stupid
    He\she does not have any values to me (-)
    He\she is too old
    He\she is weak
    He\she is not an expert
    He\she is stupid

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  12. Me  /  I  
    Others  

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  13. Impacts on communication
    Life position Communication
    +  +   Communication
    Everyone has value
    +  -­‐   Miscommunication
    The other does not have value to me
    -­‐  +   Miscommunication
    I don’t have value to the others
    -­‐  -­‐   Miscommunication
    We both don’t have any values

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  14. Harmoniser Thinker Persister
    Imaginer Promoter Rebel
    Six Types of Personality

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  15. Harmoniser
    Am I likeable?
    h-p://www.flickr.com/photos/twis88/2573582714  

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  16. Harmoniser
    • Cares about others (empathic)
    • Creates harmony between people
    • Promotes warm relationships
    • Uses his\her 5 senses and emotions
    • Wants to please people
    Compassionate / Sensitive / Warm
    Wants to be recognized as a person

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  17. Harmoniser
    Identifying an Harmoniser person
    •  Cares about their exterior appearence
    •  Cares about their (and others) well being
    •  Lives in a comfy environment
    •  Vocabulary: senses and feelings
    •  « He\she is a nice person »
    •  « He\she looks so strange »
    •  « I ‘ll never be able to say something rude »
    •  « We have a good feeling together »

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  18. Harmoniser
    Lightweight distress behaviors
    •  Has a lack of confidence
    •  Is unable to say « No »
    •  May accept unpleasant situations
    •  Gives priority to others
    •  Makes mistakes (-/+)
    •  Acts « stupid » (-/+)
    •  Attracts hostility from others (-/+)
    Severe distress behaviors

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  19. Harmoniser
    Management style
    •  Being warm and empathic
    •  Listening to the person
    •  Give attention & interest to the person
    •  Avoid rude environments
    •  Channel: nurturative
    •  Psychological needs:
    •  senses / emotions

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  20. h"p://www.flickr.com/photos/bernichacra/4762666175  
    Thinker
    Am I competent?

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  21. Thinker
    •  Good at planning and structuring time
    •  Efficient alone or in small groups
    •  Have a good logic
    •  Explain things quickly and clearly
    •  Ability to take responsabilities
    •  Communicate with factual mind
    Organised / Responsible / Logical

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  22. Thinker
    Identifying a Thinker person
    •  Dresses with classical/smart clothes
    •  Lives in an organised environment
    •  Doesn’t easily express his\her feelings
    •  Gets pleasure when all tasks are done
    •  Collects lots of information
    •  Asks lots of questions to get information
    •  Vocabulary: informative / interrogative

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  23. Thinker
    Lightweight distress behaviors
    •  Shows a workholic behavior
    •  Gives too much details
    •  Uses needless qualifications
    •  Overcontrols things and people (+/-)
    •  Stops delegating tasks to others (+/-)
    •  Thinks others aren’t competent enough (+/-)
    •  Attacks others about time, money, order…
    Severe distress behaviors

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  24. Thinker
    Management style
    •  Recognize thoughts & accomplishments
    •  Congratulate when job is well done
    •  Provide lots of information
    •  Use informative/interrogative channel
    •  Channel: interrogative / informative
    •  Communication mode: factual mind
    •  Needs: accomplishments & time structure

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  25. h-p://madame.lefigaro.fr  
    Persister
    Am I trustworthy?

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  26. Persister
    •  Give opinions (even if not requested)
    •  Ability to observe & judge situations
    •  Ability to observe & judge persons
    •  Admired for their moral and ethics
    •  Devoted to work and causes
    •  Tenacity to respect their ideas and values
    •  Want to leave something to the society
    Dedicated / Observant / Conscientious

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  27. Persister
    Identifying a Persister person
    •  Dresses with classical/smart clothes
    •  Lives in an organised environment
    •  Works efficiently alone or in small groups
    •  Doesn’t easily show his\her feelings
    •  Often gives his\her opinions
    •  Doesn’t easily trust people!
    •  Vocabulary: informative / interrogative
    •  « I think », « You should... », « In my opinion »

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  28. Persister
    Lightweight distress behaviors
    •  Expect others to be perfect
    •  Critic what others are doing wrong
    •  Don’t see what is right
    •  Think their opinions are better (+/-)
    •  Want other to have the same beliefs (+/-)
    •  Become suspicious and righteous
    Severe distress behaviors

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  29. Persister
    Management style
    •  Ask his\her opinions
    •  Request to share ideas and thoughts
    •  Recognize his\her accomplishments
    •  Use a democratic mode
    •  Channel: interrogative / informative
    •  Communication mode: opinions
    •  Needs: trust & accomplishments

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  30. Imaginer
    Am I wanted?
    h-p://www.flickr.com/photos/clairebears/2596252356  

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  31. Imaginer
    •  Take time to observe & synthesize
    •  Serenity
    •  Answer briefly to questions
    •  Like to be alone to refill energy
    •  Capable of thinking & imaginating
    •  Capable of not judging too quickly
    Calm / Imaginative / Reflective

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  32. Imaginer
    •  Shows a natural appearance
    •  Wears practical and comfy clothes
    •  Lives in clean & simple environment
    •  Doesn’t express his\her feelings
    •  Doesn’t really like meetings
    •  Doesn’t react overtly
    •  Requires external stimulations
    Identifying an Imaginer person

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  33. Imaginer
    Lightweight distress behaviors
    • Act passively
    • Stop communicating with others
    • Think time will solve problems
    • Physical withdraw (-/+)
    • Passivity
    • Doesn’t finish his\her ongoing tasks
    Severe distress behaviors

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  34. Imaginer
    Management style
    • Accept his\her loneliness
    • Keep private time & space
    • Give direct and clear information
    • Go straight to the point
    • Give concrete / manual tasks
    •  Channel: directive
    •  Needs: loneliness / internal life

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  35. h-p://www.flickr.com/photos/grantmaJceimagescom/6878176121  
    Promoter
    Am I alive?

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  36. Promoter
    •  Likes seducing / charming
    •  Likes concrete / immediate actions
    •  Doesn’t like routine
    •  Ability to adapt to any situations
    •  Ability to face problems
    Adaptable / Persuasive / Charming
    Wants to satisfy their needs for
    actions and excitement

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  37. Promoter
    •  Wears luxurious clothes and jewels
    •  Lives in a modern environment
    •  Acts as plunger / roller / seductor
    •  Likes spending money & going fast
    •  Practices extreme sports / activities
    •  Finds motivations in new challenges
    •  Doesn’t like long meeting sessions
    Identifying a Promoter person

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  38. Promoter
    Lightweight distress behaviors
    • Becomes impatient
    • Sees others as too weak
    •  Takes risks for business / safety / health
    •  Breaks the limits and rules
    •  Manipulates others to reach goals (+/-)
    Severe distress behaviors

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  39. Promoter
    Management style
    • Be direct and hard
    • Make him\her respect you
    • Give often new challenges
    • Recognize his\her exploits
    • Channel: imperative / directive
    • Needs: actions / excitement

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  40. h-p://www.flickr.com/photos/pennstatelive  
    Rebel
    Am I acceptable?

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  41. Rebel
    •  Clearly likes or dislikes something
    •  Ability to turn a boring task into a game
    •  Ability to find new ideas
    •  Source of energy and enthusiasm
    •  Takes opportunity to laugh, joke or play
    •  Dislikes standards & conventions
    Spontaneous / Creative / Playful

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  42. Rebel
    Identifying a Rebel person
    •  Dress with original clothes
    •  Live in stimulating environment
    •  Find opportunities to play and joke
    •  Start new projects but doesn’t finish them
    •  Find motivation by playing
    « I like / I dislike »
    « I want / I don’t want »
    « This is so boring & complicated! »

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  43. Rebel
    Lightweight distress behaviors
    •  Misunderstands goals to be reached
    •  Looses confidence in him\herself
    •  Puts responsability onto the others (+/-)
    •  Shows a lack of sincerity
    •  Manipulates people (+/-)
    •  Attacks people (+/-)
    Severe distress behaviors

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  44. Rebel Management style
    • Use an energic way of communication
    • Speak about likes and dislikes
    • Stimulate needs for playing / joking
    • Avoid boring tasks / meeting
    • Channel: playful / emotional
    • Needs: contact / play

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  45. Structure of Personality
    http://www.flickr.com/photos/davemorris/6424956

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  46. 720 combinations
    Structure of Personality

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  47. Promoter
    Imaginer
    Harmoniser
    Rebel
    Thinker
    Persister
    Secondary
    Caracteristics
    Phase
    Base

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  48. We hear with our base and
    we listen with the other
    levels.

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  49. The Base
    Promoter
    Imaginer
    Harmoniser
    Rebel
    Thinker
    Persister

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  50. The Phase
    Promoter
    Imaginer
    Harmoniser
    Rebel
    Thinker
    Persister

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  51. Secondary
    Caracteristics
    Promoter
    Imaginer
    Harmoniser
    Rebel
    Thinker
    Persister

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  52. Satisfying Psychological Needs
    Type of personality Need to be recognized as/for
    Thinker Work / accomplishments / scheduling
    Persistrer Work / Opinions
    Imaginer Lonelisness
    Promoter Excitement / actions
    Rebel Contacts
    Harmoniser Person / Sensory needs (5 senses)

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  53. Phase
    Switching
    Frequency
    Number Frequency
    0 33%
    1 28%
    2 20%
    3 15%
    4 3%
    5 1%

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  54. http://www.flickr.com/photos/70938871@N05/8230432077
    http://www.flickr.com/photos/geoveni/6144023085
    Distress Behaviors

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  55. Distress Behaviors
    Lightweight: ther person shows his\her phase’s 1st
    degree failure behaviors.
    Durable: the person shows his\her base’s 2nd
    degree failure behaviors.

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  56. Distress Behaviors
    Type 1st degree 2nd degree
    Thinker Overcontrols & overdetails Stops delegating
    Persistrer Overcontrols
    Critics what goes wrong
    Forces opinions to others
    Starts an opinions crusade
    Imaginer Waits passively
    Thinks time will solve the problem
    Withdraws physically
    Abandons duties & started work
    Promoter Becomes impatient
    Thinks others are weak
    Manipulates to reach goals
    Takes lots of risks
    Rebel Misunderstands the situation Puts responsabilities onto others
    Harmoniser Lack of confidence
    Can’t say « No »
    Makes stupid mistakes
    Attracts hostility from others

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  57. Communication Channels

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  58. There is communication if an offer and its acceptation are
    done on the same channel.

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  59. 4 Communication Channels
    Type Best channel
    Thinker Interrogative
    Persistrer Interrogative
    Imaginer Directive
    Promoter Directive
    Rebel Emotive / Playful
    Harmoniser Nurturative

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  60. Choosing the best channel
    Channel Favorite types Avoided types
    Directive
    Promoter
    Imaginer
    Harmoniser, Thinker,
    Persister, Rebel
    Interrogative
    Thinker
    Beliver
    Promoter
    Nurturative Harmoniser Promoter, Rebel, Imaginer
    Playful / emotional Rebel
    Harmoniser, Thinker,
    Persister, Imaginer,
    Promoter

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  61. Directive
    Best fit for Imaginer & Promoter
    Imperative form
    It gives clear orders and pushes action
    Voice & attitude are calm with no particular
    emotions.
    Avoid with all others types!

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  62. Interrogative / Informative
    Best fit for Persister & Thinker persons
    Content is related to facts and opinions
    Dialog often contains questions and
    factual information
    Voice is calm, person doesn’t show
    emotions. Tone is sober and attitude is
    rigid.

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  63. Nurturative
    Best fit for Harmoniser persons.
    Expressed warmth, sympathy, emotions
    and well being.
    Voice is calm, person is smiling,
    enthusiast and cares about the other.

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  64. Playful
    Best fit for Rebel persons
    Expressing spontaneous emotions
    Content has lots of expressive
    words
    Ton is enthusiast with a dynamic
    gesture

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  65. Conclusion  

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