Introduction to Process Communication Model Confoo – Montreal – February 2014

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

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

Communication is a form of manipulation

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

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

Process Communication & the NASA

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

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

Life Positions

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

Me  /  I   Others  

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

Harmoniser Thinker Persister Imaginer Promoter Rebel Six Types of Personality

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

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

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 »

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

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

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

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

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

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

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

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

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

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 »

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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! »

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

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

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

720 combinations Structure of Personality

Promoter Imaginer Harmoniser Rebel Thinker Persister Secondary Caracteristics Phase Base

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

The Base Promoter Imaginer Harmoniser Rebel Thinker Persister

The Phase Promoter Imaginer Harmoniser Rebel Thinker Persister

Secondary Caracteristics Promoter Imaginer Harmoniser Rebel Thinker Persister

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)

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

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

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.

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

Communication Channels

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

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

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

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!

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.

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.

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

Conclusion  

Thank You!