Page 8 - UFRA Straight Tip Fall 2022 - Volume 23 Issue 4
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Battalion Chief:
The Customer Servant, Part II
In Part I of “The Customer Servant,” Chief Paul Sullivan referenced the idea that “the more the BCs understand what makes people tick, the more prepared they will be to meet individual needs.” A Carnegie Foundation Study found that 85% of a person’s job success is due to interpersonal skills, and only 15% is due to technical knowledge.1 Though this study is from the early 1900s, I find it amazing how many people fail to realize how important interpersonal skills (communicat- ing and interacting) and their ally emotional intelligence (understand- ing others and their emotions) are to successfully navigate through our careers (and life).
Understanding our personality traits and the traits of those we interact with have a direct correlation to our customer service skill set and ability to impact someone positively. Numerous “personality traits” studies and volumes of books have been written using colors, animals, and Latin words to describe the four basic temperaments of people. Having been a student of these studies for many years, I have found the D-I-S-C model to be one of the most effective ways to understand these temperaments.
Originally developed by psychologist Dr. William Moulton Marston
in 1928, and highlighted in his book Emotions of Normal People, this concept had been expanded upon by several others. Most notably, Dr. Robert Rohm has written practical applications on how the various tem- peraments interrelate with and lead each other. Dr. Rohm is the founder of Personality Insights, and I have been fortunate to have been in many of his training sessions. Hired by the Arizona Diamondbacks to help draft and create a winning team based on personalities, Dr. Rohm received
a World Series ring in 2001, as they were the fastest expansion team in history to win the title.
As we explore the D-I-S-C model, this will be a very basic overview, and I highly encourage you to seek out available materials to better understand this concept ( As you read the following descriptions of the four temperaments and the insights about each one, apply the concepts to your own personality first, and then reflect on those you interact with.
The “D” Temperament • Dominant
• Direct
• Demanding • Decisive
• Determined • Doer
• Defiant
The “I” Temperament • Inspiring
• Influencing
• Impressionable • Interesting
• Impressive
• Involved
• Illogical
The “S” Temperament • Supportive
• Stable
• Steady
• Sweet
• Status quo • Shy
• Sucker
The “C” Temperament • Cautious
• Calculating
• Competent
• Cognitive
• Contemplative • Careful
• Cold
No doubt as you read the lists, some of the descriptors led you to recognize your temperament. As you are placed in situations commu- nicating with someone with a different temperament, the challenge is evident. The late Steven R. Covey said, “Seek first to understand, then be understood.”
Let’s look at the strengths and weaknesses for each of these temperaments.
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