Understanding Behavioral Styles For Customer Service

Successful business relationships often depend on “getting off on the right foot”. Being able to quickly recognize a customer’s behavioral style
and interact appropriately are critical to this process. Understanding Behavioral Styles is an 11-lesson course that shows you how to recognize different behavior patterns, and develop adaptive skills that increase your ability to communicate successfully with your customers.


Listed below are desciptions of the eleven lessons in the online, self-paced course:

  1. Introduction

    This lesson introduces the concepts necessary for understanding behavior styles. An engaging animation gives a brief overview, including topics such as the differences between people, or adapting behaviors for more effective interaction.

  2. Different Behavioral Styles

    This lesson expands on the idea of different behavioral styles by providing two interactive exercises. The first exercise introduces users to eight very different people, who will explain how they prefer to be treated by other people. The second exercise asks users to apply their understanding of behavior styles to people they are actually in contact with each day.

  3. The Personal Profile System

    Users are introduced to The Personal Profile Systemr, a self-evaluated learning instrument designed to help users understand themselves more clearly. It determines personal behavioral style, and identifies the situations preferred most and least in the user’s work environment. You have your choice of an online Personal Profiles System DiSC Report or a 25-page Personal Profile System Software Report (Price Difference).

  4. The Four Behavioral Styles

    As introduced in earlier lessons, there are four distinct behavioral styles. This lesson gives users a more detailed look at these styles. Users will learn that to be most effective when interacting with others, they need to be aware of behavior styles and learn to adapt to other people.

  5. Recognizing Behavioral Styles

    This lesson introduces users to the idea of recognizing and improving their own performance by utilizing their newfound knowledge of behavior styles. Users participate in interactive drag-and-drop exercises to test themselves.

  6. Behavioral Styles and Listening

    Employing audio clips of different people on the telephone, this lesson teaches users how to apply their understanding of different behavioral styles by utilizing listening skills.

  7. Improve Your Performance

    This lesson gives users tips and advice on how to most positively interact with the four behavioral styles. Positive interaction leads to improved performance, and users are give the chance to test themselves on their knowledge.

  8. Reading and Reacting to People

    Using their own customers and coworkers as examples, users are provided an opportunity to apply what they’ve learned so far in the course. The exercise gives the user a chance to plan more effective interactions with others, resulting in a printable tool they can keep for future reference.

  9. Determining Behavioral Styles

    This lesson provides users an opportunity to practice determining the Classical Pattern of others. After reading a descriptive paragraph about a certain person, users are asked to determine that person’s two highest DiSC points as well as his/her Classical Pattern.

  10. Practical Application of Knowledge

    Through an interactive exercise, users are asked to apply their knowledge in a practical setting. By listening to a person speak and noting the words he/she chooses to convey his/her message, users select that person’s behavioral style.

  11. Knowledge Assessment

    This lesson is a test of your knowledge of the information covered in the Understanding Behavioral Styles course. This is a scored exercise. If you find that you have difficulty answering the questions, please feel free to review any of the lessons in the course.

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When your purchase this course, you will be sent a website and two
access codes by email. This process takes approximately 24 hours.