Social Styles
The Four Social Styles
What are Analytical, Amiable, Expressive and Driver?
This major operational change has been a focus of OptimumBank's preparation.
What is the core conversion?
This means focusing on what someone is saying instead of thinking about what you'll say next.
What is listening to understand?
This means doing what you promised and letting the customer know it is complete.
What is following through?
This is what you should do before speaking when you feel frustrated.
What is pause and think?
This Social Style tends to prioritize facts, accuracy, and careful decision-making.
What is Analytical?
When you don't know the answer to a customer's question, you should do this instead of guessing.
What is ask questions, find the correct information, or ask for help?
Asking questions, not interrupting, and repeating back what you heard are examples of this.
What is active listening?
When you need to research a customer's question, you should give them this before ending the conversation.
What is a clear next step and an expected follow-up time?
When someone gives you feedback, you should listen and do this instead of immediately becoming defensive.
What is respond constructively?
This Social Style tends to be direct, results-oriented, and focused on making quick decisions.
What is Driving?
This is one thing you can do to help a teammate during a period of change.
What is communicate, share information, or offer support?
Before offering a solution to a customer's problem, you should do this to make sure you understand
What is ask questions and clarify their needs?
These types of questions help you learn more about a customer's needs.
What are high-gain questions?
This is what you build when you keep your promises and communicate honestly with teammates.
What is trust?
This Social Style values relationships, teamwork, and cooperation.
What is Amiable?
Clear communication during a core conversion helps prevent these and keeps customers informed.
What are mistakes and misunderstandings?
When you disagree with a teammate, you should do this before sharing your own opinion.
What is listen to their perspective?
A customer opening a checking account says they only need a place to deposit their paycheck. Asking "What other banking services do you currently use?" is an example of this.
What is a high-gain question?
When a teammate gives you feedback, asking for an example is one way to do this.
What is understand the feedback and learn from it?
This is the ability to adjust your communication style to work better with others.
What is versatility?
When leadership changes, staying flexible, supporting teammates, and focusing on shared goals help maintain this.
What is teamwork?
A customer says, "Nobody understands what I need!" This is the best first step to help calm the situation.
What is acknowledge their frustration and listen to their concern?
A business owner says they are struggling to keep track of business expenses and incoming payments. Asking about their current processes could help identify a need for these services.
What are merchant services?
When a teammate makes a mistake, addressing the issue respectfully and focusing on solutions helps strengthen this.
What is teamwork and trust?