From the course: Using Assessments to Hire Customer Service Reps

Learn the four DISC personality types

- Have you ever had to interact with someone who has a completely different personality than you? Have you found it hard to understand where that person's coming from? Well, what if there was a way to identify these different personalities so that you could communicate and connect on a deeper level? Well, there is. And that's what we'll cover in this video. The four different personality types that you'll encounter, and some differences between them. The acronym we use for the four personality types is DISC, D I S C. Each letter stands for one of the personalities. We all have the four personality types within us, just at different levels. The personality type that we're most comfortable with comes through in our behavior, how we communicate, and make decisions. Dr. William Marston was a physiological psychologist that introduced DISC in his book, "Emotions of Normal People". The DISC stands for dominance, inducement, submission, and compliance. And when we describe personality styles in terms of the dominant personality type, we say, "Jim is a high D", or "Carol is a high C". That way you can easily determine which personality type is dominant in your candidates. The first personality type is Dominance. Someone who's a high D, tends to be an extrovert. Often they're outgoing and outspoken. They also tend to be very task oriented. They're good at getting things done. This part of our personality correlates to how we solve problems. The second personality type is Inducement. Someone who is a high I, is also an extrovert. Typically gregarious and influential, different from a high D they tend to be more people oriented than task oriented. They're very sociable, even with people they've just met. This part of our personality relates to how we show emotions and interact with others. The third personality type is Submission. Someone who is a high S, tends to be an introvert. They're typically more soft-spoken and even keeled, they're more people oriented than task oriented, but usually with people they have known for a while or have had a previous relationship. This part of our personality favors consistency and conflict avoidance. The fourth personality type is Compliant. Someone who is a high C is also more introverted. They're very task oriented. They enjoy order and pay close attention to the details. This part of our personality likes rules, regulations, and procedures. It's natural to gravitate towards all four types at different times. Each of us has all four personality types in us, just at different levels. A good DISC assessment will measure your candidates natural behavior, where they feel most comfortable. It also measures what we call Adaptive Behavior. This is how we behave when we feel we're being watched or have an idea of how we think we should behave. It can be the polar opposite of Natural Behavior. When we identify an individual's DISC score, we evaluate the top two scores and label them accordingly. For example, someone who's two highest scores are Inducement and Submission, we would identify them as an IS or someone who's dominant and compliant as DC. It's important to place a new hire into a role that fits within their natural behavioral style, whenever possible. This gives them a chance to use their strengths to succeed, without going through burnout or excessive stress. What about you? Are you an introvert or an extrovert? Are you more task oriented or people oriented? Explore the roles that are a natural fit for you and your team. Consider the four DISC personality types when hiring your next candidate.

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