Page 9 - UFRA Straight Tip Fall 2022 - Volume 23 Issue 4
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  Insight into the “D” Temperament
“D”s have confidence and are problem solvers. Being direct in their conversation can come across as harsh and uncaring. In wanting to be efficient with time, they can leave people feeling like they don’t matter. “D”s could stand to listen better and show empathy. Raise the sensitivity level (that’s a hard one).
Insight into the “I” Temperament
“I”s have energy and are generally optimistic, charismatic, and influ- ential. They are impressive people and love stories. “I”s need to stay focused in their conversation and think before speaking or responding. They also need to realize it’s not always “about them.” Life can be a bit of a rollercoaster for them.
Insight into the “S” Temperament
“S”s are caring, empathic, supportive, and calm. Being the “salt of the earth” type, they are loyal and usually somewhat shy. Conflict is no fun to “S”s. They tend to want to comply. They could stand to be more bold and assertive.
Insight into the “C” Temperament
“C”s are analytical and tend to take extra time to evaluate situations. They are super smart because they like to be informed. They are cautious and calculating and could be perceived as cold and uncaring. “C”s can be perfectionists and could use a little flexibility. They tend to have analysis paralysis. They could also learn to have some fun.
Now let’s take a look at some of the ways to best communicate with these different temperaments to have a better customer service experience (internally and externally).
Communicating with a “D”
Try to be direct and cut to the bottom line. They’ll appreciate the candid- ness. Be efficient with your time and emphasize the “goal” or results of the conversation. If they challenge what you are communicating, that’s ok. It means they’re listening and interested in resolution. It’s fine to be firm. They like that.
Communicating with an “I”
Be prepared for a lengthy conversation. They enjoy communicating, so if you can get your point across with stories, you’ll be in great shape. Though they are influential, they can be more easily influenced. Be friendly and upbeat, and emphasize how enjoyable it is to talk with them. Be prepared to have them repeat back to you what you have explained, as the odds are they will have not paid attention. Leave them with a compliment and a smile.
Communicating with an “S”
Be calm and personable with them. A warm smile and a calm voice go a long way. Let them know how much you care to help them with their situation, and that you are always there if they have any questions. They need to know that “support” is available. Compliment their reliability and once again, make sure their questions are answered because they probably won’t ask you again.
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.
Communicating with a “C”
Approach them with confirmed, validated material. If you have data to support your information, they will know you are as smart as they are. Be logical in your approach and patient while they process the informa- tion given. These are the people that actually read directions and make sure “all the parts are there” before beginning a task. Consistency in your message is important to them.
Key Takeaways
This has been a brief overview of the various personality types and how you can better learn to relate to others in various customer service scenarios. One important aspect to understand is although you will have a “main” temperament, a key to success in interpersonal dynamics is learning to “visit the other quadrants.” As Dr. Rohm says, “Your strengths will carry you, but your weaknesses should concern you.” There are times that an “S” will have to visit their “D” quadrant (think Incident Commander). The “C” temperament needs to learn to lighten up and visit their “I” quadrant so people will enjoy being with them. The “I” temperament needs to visit the “C” quadrant so they actually get something done. The “D” temperament, well, just has to learn to not be a “D” all the time. This is, of course, a lifelong learning process of growth and understanding that will contribute to your suc- cess in your career and life!
1Mann, Charles Riborg, A Study of Engineering Education, Carnegie Foundation for the Advancement of Teaching, 1918.
         Kevin Ward is a 43-year fire service veteran, having been the fire chief for Layton City since 2004. Prior to this appointment, Chief Ward progressed through the ranks from firefighter/ paramedic to battalion chief with the Chandler Fire Department in Ari- zona. He holds several NWCG qualifi-
cations, such as ICT3 and Structure Protection Specialist, and is an instructor for the Utah Fire & Rescue Academy. Chief Ward has been an instructor for UFRA’s Command Training Center since its inception.
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