Ever feel like you’re trying to herd a room full of particularly stubborn cats? As a franchise owner, you’re not just running a business; you’re navigating a wild tangle of personalities among your menagerie of customers. From the “just give me the bottom line” types to the “let me tell you what happened” chatterboxes, and the “I need all the details” analysts to the “I’ll just nod and smile” peacekeepers, it’s a veritable communication catastrophe.
And your team? Don’t even get me started. You’ve got the “fly by the seat of their pants” doers, the “water cooler gossip” connectors, the “analysis paralysis” thinkers, and the “conflict avoidant” carers. It’s enough to make you want to retreat to a quiet corner and hope everyone communicates telepathically.
There is a way to tame this communication cat-astrophe, avoid conflicts and create harmony amidst the chaos. It’s about understanding that everyone has a unique way of processing and sharing information and adapting your approach accordingly.
A Franchise Owner’s Reality
Let’s face it: people are different, and as a franchise owner, you’re constantly juggling customers and team members with diverse communication styles. Some want the facts, fast. Others crave connection and conversation. Some need time to process information or want to have some sort of guarantee, while others prefer to make decisions on the fly.
And then there are those who simply avoid conflict or communication at all costs. How do you motivate, satisfy, and maintain a positive work environment when everyone seems to be speaking a different language?
Introducing Personal Communication Styles (PCS): Your Guide to Harmony
There are plenty of personality tests out there that help you understand how to engage with people and lots of communication programs, but there is one simple way to communicate better as a leader, and that’s to know how others want to be communicated with (usually starting with knowing how you like to communicate). This is the concept of Personal Communication Styles (PCS) and it’s very simple to understand and easy to put into practice.
Think of a good comms process as a map that guides you through the different communication terrains and imagine yourself wandering through the forest, observing the birds in the trees. They all have different songs, and they all behave and look different even though they live in the same area. And birds of a feather, flock together – they all seem to attract others who are just like them.
As humans we have the same ability as birds to converse with others, finding our tribe and using a wide range of communication styles at different times. However, we will each have one dominant style which is our comfort zone. This is our usual operating mode.
We’ll use birds as a metaphor for each of the four communication styles so you can find which is your dominant one, and you can identify the PCS of your customers and team as well. The four types of personal communication styles are: Eagles, Peacocks, Owls, and Doves.
Eagles: The Result-Oriented Leaders
Eagles are driven, decisive, and focused on results. They want the bottom line, and they want it now. They’re not interested in small talk or emotional appeals. They don’t like hanging about gossiping, or fluffy conversations or having to listen or read too much and they want you to cut to the chase. To communicate effectively with Eagles, be clear, concise, and to the point. Focus on outcomes and avoid unnecessary details.
Is this you? Are some of your customers eagles, or your team?
Peacocks: The Social Connectors
Peacocks are outgoing, enthusiastic, and thrive on connection. They love to chat, network, and share their stories. They enjoy hearing or reading reviews and testimonials, and they love before and after stories. They like networking and having fun while they learn, earn or buy. To communicate effectively with Peacocks, engage them in conversations, build rapport, and create a positive and energetic atmosphere.
Do you have peacocks on your team? Are you one? Which of your clients is like this?
Owls: The Analytical Thinkers
Owls are detail-oriented, logical, and analytical. They want all the information, and they want it to be accurate. They don’t like being rushed and want to take time to make their decisions. They want all the
information to make comparisons and they are highly competitive. To communicate effectively with Owls, provide them with data, facts, and evidence. Give them time to process information and be prepared to answer their questions.
When was the last time you encountered an owl? How long did it take them to buy from you?
Doves: The Harmonious Caretakers
Doves are caring, supportive, and value harmony. They avoid conflict and put relationships first. They will avoid doing anything to rock the boat, they like the status quo and are always thinking of others first. To communicate effectively with Doves, create a peaceful and supportive environment.
Focus on building trust and demonstrating empathy and don’t spring anything on them or ask them to change things in an instant.
Do you have a supportive dove in your world? Are you the one who takes care of others?
So now that you know the four types of personal communication styles, can you identify which is your dominant one?
Remember, we use all styles at different times, so before you put a cat amongst the pigeons, consider how you communicate. You may be an owl when signing a contract, or a dove when caring for a loved one. Perhaps you’re a peacock at networking events and an eagle when you are driving a deal with a supplier. Above all though, how do you communicate in a crisis? What is your usual operating mode? The trick is to understand how you communicate most effectively and then you can identify the PCS of those around you.
Once you’ve done that, you can engage better in your marketing messages, with your customer service and sales, follow-ups, team comms and training and even in your own household!
Here are some tips to use your new communications knowledge to the max:
- Adapt your communication style and tailor your message to the individual you’re communicating with. This includes emails, marketing and in-person communication.
- Listen actively, paying attention to both verbal and nonverbal cues to quickly find out if you’re dealing with an eagle, owl, peacock or dove.
- Ask clarifying questions to identify and understand the other person’s perspective and preferences then respond in a way you know they will like to be communicated with. Details for the owls, quick outcomes for the eagles, care and support for the doves and chatty engagement for the peacocks.
- Create clear communication channels and guidelines for communication within your team, making sure they know each other’s PCS and are trained to find and tap into the client’s PCS.
- Develop a culture of open communication, encouraging team members to use their PCS to decide which customers they look after, or how roles are determined. You may find you have a peacock in the office who would be brilliant on the front counter!
Understanding and adapting to different communication styles is one way you can transform your franchise from a communication catastrophe to a cohesive and collaborative environment. Using PCS means you can build stronger relationships with your team, improve customer satisfaction, reduce conflict, and create a thriving business where everyone feels heard and valued.
Ready to embrace the diversity of communication styles, and become a master of harmonious cat-wrangling? Find Your Flock here: Take the PCS quiz at https://yourbrandtruenorth.com/pcs-quiz/ and discover your dominant communication style, then download the guidebook for free.
Lauren Clemett is a Keynote speaker, International award-winning Neurobranding specialist and best selling author with over 25 years brand management experience. Lauren shares how to overcome overwhelm and lead with direction, purpose and meaning, making marketing your professional services a walk in the park!
www.yourbrandtruenorth.com