Did you ever hear someone say about someone else, "He and I just don't seem to be communicating," or "She and I don't seem to be on the same wavelength"? These revealing statements point out that the way we communicate with each other is based on our perceptions of ourselves and of them.
Different people have different personality types. There are: pragmatic "drivers" who want to get things done in a hurry; amiable "sociables" who like people and enjoy talking about a variety of subjects over and above what you want; and methodical, "analytical" people who prefer to think about things, and use facts, figures, and models to help guide their choices. How effectively you deal with each one of these types, either as a client in your office or as a witness over the phone, depends heavily on your ability to communicate in different ways.
Instead of trying to force everyone to think and react as you do- not unlike forcing a square peg into a round hole - you should learn to adapt to their personality types. You don't have to be clairvoyant to divine most personality styles because most people reveal themselves by what they say and what they do. You can discover the answers to how they think and feel in their personal habits and verbal clues.
"Drivers" tend to be action-oriented people. A typical "driver" witness will want to know who you are, what you’re calling about, and what you want to know, all in the space of about forty seconds. These people tend to be more aggressive than most and may be a bit more impulsive in their decision-making processes.
If you have "drivers" for clients, the best way to help them help you is briefly to explain the procedures surrounding their cases and wait for their questions. They'll tell you what is important to them with a minimum of wasted time. Drivers tend to be less concerned with social niceties like the weather, the local news, or any other topics that they see as diverting their time or energy away from real issues.
To interview "driver" clients and witnesses, act as they do. Be specific; ask clear questions they can answer easily; and don't try to waste their time.
"Sociables" are on the other side of the personality scale from "drivers." "Sociables" tend to like people and have no trouble carrying on a long conversation about unrelated topics before they get to the business at hand. They tend to be more chatty and friendly than "drivers," with a more positive outlook that may be revealed in their bright style of dress, enthusiastic tone of voice, or their genuine concern for you and your problems.
You can recognize "sociables" by their need to have you set the stage for them before they start answering questions. They have to feel good about you before they open up and tell you what they know. If you have "sociables" for clients and as witnesses, the worst thing you can do is try to speed them along or give their attempts at relationship-building an apparent brush-off.
Lastly, "analyticals" tend to be much more pragmatic and closed than either "drivers" or "sociables." They have a tendency to hold their cards close to the chest until they can analyze the related parts. "analyticals" need to know the facts before they proceed. They like to read things and look at data in their hands before offering an opinion.
If you have an "analytical" as a witness to a traffic collision, let him or her look at the police report before you ask any questions. "Analytical" business clients will have plenty of hard copy for you to put into the file. They will give you charts, reports, graphs, maps, and other visual, fact-based models from their files. They expect to get as much "paper" from you as they give, for this helps them put their conceptual hunches in order.
The worst way to deal with "analyticals" is to ask for an immediate answer without giving them enough time to read the facts, sort them out, and prepare a conclusion for you. Whereas "drivers" tend to want to make snap decisions based on their gut feelings, and "sociables" tend to want to establish a positive relationship before they begin, "analyticals" want time to look at the issues on paper, use their pens to make some notes or a sketch, and then give you their feedback.
Notice the key word "tend" that runs throughout each description of "drivers," "sociables," and "analyticals." These are only generalizations that we make about a person's personality type. In truth, most people are a combination of all three types. But while we each carry strengths and weaknesses from all three types, most people tend to gravitate to one distinct (and recognizable) style.
Even if you know very little initially about the concept of personality types and different thinking styles, you probably can make accurate guesses about the three we’ve discussed: "drivers" tend to communicate quite well with other "drivers"; "sociables" can communicate best with other "sociables"; and "analytical" understand other "analytical" best of all.
Knowing how to recognize these personality styles and being able to respond to them in a way that puts the other person at ease is your key to successful human interaction. Spotting noticeable trends in someone's personality can help you deal with clients, witnesses, and even your colleagues and co-workers on a more balanced and productive basis.
