Leaders deal with people. Managers deal with people. Customer service people deal with people. Salespeople deal with people. Everyone deals with people – and we are all people ourselves.
People are different – and this makes people dealing with people something that has to be adjusted for the people involved.
Some people are open – they will tell you whatever you want to know and more. Some people are self-contained and will only give you information they think you need to know or that you specifically ask for – maybe.
Some people are direct – they will tell you what is on their mind and be straightforward. Some people are indirect and soften their language and work around confrontation.
If you are the “customer”, you can be your native style – you’re not trying to influence anybody. But if you are the leader, manager, salesperson, customer service representative, you will have to modify your style to that of the person you are working with to get them to feel comfortable with you and want to work with you.
Understanding this, and having “behavioral flexibility” is the key to being good at dealing with a wide variety of people effectively – and those that can do that are in high demand.
Well said. As a manager, it is our responsibility to find out what makes each person that reports to you tick, and then capitalize on that tick. In my opinion, every person needs to be treated a little differently. I once worked for a guy that knew all 600 employees at our place of work by their first and last names. He was well liked and a great manager, and everyone loved working for him. I second that regarding Keystone! What a great team! It’s really nice to see our brother and sister growing such a great organization.
Thank you for the words, Larry. I have a great team and they are doing great things. Much more to come.
Appreciate that, Jeff.
Excellent message today. This skill of behavioral flexibility is invaluable for leaders. The people on your team will do more and be more for you when they feel understood by you.
Anyone have any book recommendations on this topic?