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.

Transcript

1. Introduction to Process Communication Model Confoo – Montreal – February 2014
2. Who am I? Hugo Hamon SensioLabs Head of training 26 year old IT Geek @hhamon
3. Topics I.  Communication & PCM II.  Life Positions III.  Types of personality IV.  Structure of personality V.  Behaviors under stress VI.  Communication channels
4. Communication is a form of manipulation
5. The way to communicate a message is sometimes more important than the message itself.
7. Taibi Kahler American Psychologist Awarded in 1977 by the Eric Berne scientific price What created PCM ?
8. Process Communication & the NASA
9. Why using the PCM? § Personal Development § Improving communication skills § Finding motivation sources § Identifying distress situations § Improving message transmission
10. 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
11. Life Positions
12. 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
13. Me  /  I   Others  
14. 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
15. Harmoniser Thinker Persister Imaginer Promoter Rebel Six Types of Personality
16. Harmoniser Am I likeable? h-p://www.flickr.com/photos/twis88/2573582714  
17. 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
18. 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 »
19. 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
20. 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
21. h"p://www.flickr.com/photos/bernichacra/4762666175   Thinker Am I competent?
22. 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
23. 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
24. 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
25. 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
26. h-p://madame.lefigaro.fr   Persister Am I trustworthy?
27. 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
28. 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 »
29. 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
30. 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
31. Imaginer Am I wanted? h-p://www.flickr.com/photos/clairebears/2596252356  
32. 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
33. 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
34. 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
35. 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
36. h-p://www.flickr.com/photos/grantmaJceimagescom/6878176121   Promoter Am I alive?
37. 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
38. 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
39. 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
40. 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
41. h-p://www.flickr.com/photos/pennstatelive   Rebel Am I acceptable?
42. 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
43. 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! »
44. 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
45. 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
46. Structure of Personality http://www.flickr.com/photos/davemorris/6424956
47. 720 combinations Structure of Personality
48. Promoter Imaginer Harmoniser Rebel Thinker Persister Secondary Caracteristics Phase Base
49. We hear with our base and we listen with the other levels.
50. The Base Promoter Imaginer Harmoniser Rebel Thinker Persister
51. The Phase Promoter Imaginer Harmoniser Rebel Thinker Persister
52. Secondary Caracteristics Promoter Imaginer Harmoniser Rebel Thinker Persister
53. 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)
54. Phase Switching Frequency Number Frequency 0 33% 1 28% 2 20% 3 15% 4 3% 5 1%
55. http://www.flickr.com/photos/70938871@N05/8230432077 http://www.flickr.com/photos/geoveni/6144023085 Distress Behaviors
56. 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.
57. 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
58. Communication Channels
59. There is communication if an offer and its acceptation are done on the same channel.
60. 4 Communication Channels Type Best channel Thinker Interrogative Persistrer Interrogative Imaginer Directive Promoter Directive Rebel Emotive / Playful Harmoniser Nurturative
61. 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
62. 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!
63. 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.
64. 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.
65. Playful Best fit for Rebel persons Expressing spontaneous emotions Content has lots of expressive words Ton is enthusiast with a dynamic gesture
66. Conclusion  
67. Thank You!