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customer service unit 13

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#1   Posted: 16 Jun 2008 08:52

I am new to this forum & need some help on this unit 13b personality types and 13e body language. What should i be putting has anyone got any ideas?

#2   Posted: 16 Jun 2008 17:16

Christine, I'm afraid that question isn't helping yourSELF out for starters. Are you talking about personality type results from Meyers-Briggs test scores? If so, not everybody has heard about those. Or it could be from something else. So you limit your results (in answers) by not giving us more context.

When you say what should you be putting, do you mean what should you be doing differently or what should you be putting forth in terms of effort? That all depends, if you are talking about ANY test results, I would think that there is no scientific way to change what you would consider changing, at least not as scientific as hitting 2, +, 2, = and getting 4 on a calculator (or adding those in your head and getting 4). Or putting a formula at the bottom of an Excel column and making the cells above add up. Those are scientific.

When it comes to "13b," does this have anything to do with making plans when the need becomes clear to you - as opposed to making plans based on things that are not crystal clear yet? There are benefits to both approaches to planning! There are also people that have eight things to do, and some of them must check off each step to a "thing" until it is done and then the next "thing" is ready for you; while others want to do a couple of steps for all 8 things and not worry about finishing up one thing at a time. (Can't remember the researcher names here.) The first group is called "serial," because they work in a "series." The second group is called "parallel," because they have to have many things in motion at once and not pause for too long on one thing. (Imagine the differences in approach there.)

The body language is another area. When face-to-face, what we say with our movements and our positions says a lot MORE than what we communicate with our words. It surprises most people. (Some of that will come through over the phone. You can hear a smile over the phone.) I'm not that familiar with these results, but I do know I have learned not to "create barriers" with my body, ie no arms folded, for example. (Looks like I am bracing myself for agony.) Another one is looking away from the person you are talking to instead of into their eyes. (Seems like I have something to hide.)

What I get out of personality test results is that you are presented with summaries of the score you have arrived at, and this is based on findings that researchers have found. You can digest what the summaries tell you and probably see something in yourself. Maybe some people can and others cannot. Even if you do not, you are able to compare those summaries/findings with those of OTHER types and see how there are differences or similarities; how all of us deal with situations and spend (or save) our energy in different ways. I haven't witnessed any training workshops where people actually spell out for you what to modify in yourself according to the differences to be forecasted in others. (That would be a "nice try," to say the least.)

What would matter, to make the best of the experience of taking these tests, is to understand that there ARE differences in people and how they do something, how they communicate something, how they stay alert, how they become tired, how they treat each other in a team and with a customer, and how they perform. (Thank goodness these differences exist, because we would go berserk if everyone were the same, and any individual would not be able to exist very comfortably/naturally if he/she were always the same all the time, I would think.)

These differences create a balance for "us" and create a balance for "myself." The balance does not mean always a good outcome. But the understanding that the difference exists is something worth reflecting on - not obsessing over every day - but remembering, because when we do that, we can think about what we can do to make a situation or an interaction with someone better. When you can make a situation better in a business context, you are showing something valuable in yourself at work, so this is one reason I take time to think about my qualities or my differences and how I apply or gain personal energy. Sometimes the same task can be delivered with the same quality by people with different characteristics. I personally haven't compared work performance against test results like these, and have not tried. But I have looked at ways to allow someone to do something without pinning the person to the same way that someone else has been doing it. Or channeled someone's effort into something more suitable to them and where it shows.

Having said all that, if I am no where near where you sent the ball when you posted, then I would have to ask you to take a look at my very first paragraph again! :)

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