Internship report the CSM of essence hanoi hotel spa

Therestaurant is attached to Essence Hanoi Hotel & Spa whose mostguests are foreign people so it will be a good chance and conditionfor me to communicate with foreign people mostly by En

I would like to express my deep gratitude to Mrs.Hoang ThiThuy, my research supervisor, for her great patience andinformative guidance, enthusiastic encouragement and usefulcritiques she provided during this research.

Moreover, my special thanks go to all my lecturers of Faculty

of English at Thuong mai University for acknowledging me

Finally, I wish to thank the manager of Essence Restaurant Mr.Pham Van Hung and the CSM of Essence Hanoi Hotel & Spa Mr Duong Van Quan as well as all my co-workers who help me a lot thorough my probationary period and create a favorable condition for me to complete this research, to get more experiences and improve myself

TABLE OF CONTENT

ACKNOWLEDGEMENT i

LIST OF ABBREVIATIONS iv

LIST OF TABLES ANF FIGURES v

CHAPTER I: OVERVIEW OF THE STUDY 1

1.1 Rationale 1

1.2 Previous study 3

1.3 Aims of the study 3

1.5 Research subjects 4

1.6 Scope of the study 4

1.7 Research methodology 4

1.8 Organization of the study 4

CHAPTER II: LITERATURE VIEW 6

2.1 Communication 6

2.1.1 Definition of communication 6

2.1.2 Communication process 6

2.1.2 The importance of communication 8

2.2 Mistakes in communication 11

2.2.1 Definition of mistake 11

2.2.2 The differences between mistake and its synonyms (special error) 12

2.2.3 Types of mistakes in communication 13

2.3 Reasons for making mistakes 19

2.3.1 The subjective factors 19

2.3.2 The objective factors 20

CHAPTER III: RESEARCH FINDING AND ANALYSIS 22

3.1 Overview of Essence Restaurant and the fact of using English at Essence Hotel and Restaurant 22

3.1.1 Overview of Essence Restaurant 22

3.1.2 The fact of using English in Essence Restaurant 23

3.2 Finding and discussion 24

3.2.1 The roles of English communication skills in the Essence Restaurant 25

3.2.3 The reasons for mistakes in English communication

of the staff in Essence Restaurant 29

3.2.4 The affection of different cultures to make mistakes in communication of staff 31

CHAPTER IV: SUGGESTTED RECOMMENDATION 33

4.1 Increase Your Vocabulary 33

4.2 Think Before Speaking and Be Confident 34

4.3 Learn to Listen 34

4.4 Be Aware of Other People's Emotions 34

4.5 Don't Show Negative Body Language 34

4.6 Do Not Interrupt the Other Person 35

4.7 Empathise 35

4.8 Practice and Encourage 35

CONCLUSION 36

REFERENCES 1

APPENDIX 2

LIST OF ABBREVIATIONS

LIST OF TABLES ANF FIGURES

Picture 1.1 2017 English Proficiency Index 1

Picture 1.2 The communication process 8

Pie chart 3.1 The frequency of communicating in English with guests at Essence Hotel and Restaurant 25

Pie chart 3.2 The importance of English communication skills 25

Pie chart 3.3 The frequency of making mistakes in communicating with 27

28

Bar chart 3.1 Kind of mistakes in communication 28

Bar chart 3.2 The most difficult mistakes for staff to correct 28

Bar chart 3.3 The subjective factors affect communicatiors in communication 30

Bar chart 3.4 The objective factors affect communicators in communication 30

Pie chart 3.5 The different cultures causes mistakes in communication 31

CHAPTER I: OVERVIEW OF THE STUDY

1.1 Rationale

In the recent decades, Vietnam has been more and moredeveloping in the context of international integration Foreignlanguages in general and English in particular nowadays plays animportant role in Vietnam to communicate with foreign people indaily life and in business 2017 English Proficiency Index report isthe seventh report produced by the business It examined theEnglish language knowledge and ability of adults in 80 countries.According to this report, the EPI of the Vietnamese is 53.35 whichranks 7 out 20 in Asia and 34 out 80 countries in the world Thisindex is evaluated as medium level so we have to try more tospeak English proficiently

Picture 1.1 2017 English Proficiency Index

To speak English proficiently, we not only have to learn butalso practice English in daily life and work Only by practicing wecan point out the mistakes that we make in communicating tocorrect it and improve ourselves It is the reason why I want to

practice more after 3 years of studying at Vietnam University ifCommerce

In the good environment and favorable condition, people notonly can improve their communication skills rapidly but also otheraspects I recognize that the Vietnamese tourism is more andmore developing, especially hospitality and F&B service are themain line of business in this sector so I want to try in this area Thedemand for tourism products and services should require a moreadaptive approach As tourists are more likely to shift from simplevacations as visiting and sightseeing to combine their vacationwith learning more about the value and the lives of the localindigenous population, to develop themselves their own individualunderstanding of local cultures This genre of vacation has becomeknown as “health tourism” (Spirit and Mind – Wellness Tourism).Essence Restaurant was located in the central of the OldQuarter, only five minutes walking from Hoan Kiem Lake Therestaurant is attached to Essence Hanoi Hotel & Spa whose mostguests are foreign people so it will be a good chance and conditionfor me to communicate with foreign people mostly by English After 3 months of internship in Essence Restaurant, Irecognized that in the environment of hospitality and restaurant,all the staff have to use English to communicate with guests everyday because of many reasons First of all, they need to know thedemand of the guests They only can meet the guest’s demandwhenever they understand clearly what exactly the guests want

By communicating with guests, the staff can know how the guestsfeel about of service quality Moreover, the guests who come fromdifferent countries have different cultures and customs that causesmany difficulties for staff to make the guests satisfy with thequality of the service The staff have to prepare themselves theskilful communication skills to satisfy the most fastidious guests

All of the staff in Essence Restaurant and Essence Hanoi Hotelhave a thorough grasp of basic English skills, some of them useEnglish proficiently However, there exists some common mistakes

in communicating with guests because of the different culturesbetween each country Those mistakes make both speakers andlisteners confusing and do not understand clearly what the othersmean so the staff always try their best to improve their Englishcommunication skills to make a good impression to the guests inthe first time they come to enjoy any at any time the guests comeback Being a staff at Essence Restaurant, I am aware of theimportant of this issue so I would like to propose the topic:

“Common mistakes in communicating with guests from differentcultures in Essence Restaurant (Hoang Duong Hotel., JSC) andsuggested solutions.” to find some effective solutions for the staffcorrect and avoid some common mistakes in communicating andcomplete themselves

1.2 Previous study

No research has been conducted on subject of linguistics Inparticular, there has no research on the common mistakes incommunicating with guests or the differences of the guests fromdifferent cultures in communication This is the first research onthis issue so it exists many shortcomings However, I hope thisresearch will contribute a small part to improve the Englishcommunication skills of all the staff in the company

1.3 Aims of the study

This study is aimed at finding out the using words andcommunicating with guests from different cultures At the sametime, some common mistakes will be pointed out when staffcommunicate with guests and the reasons why staff had madethese mistakes Some recommendations are suggested to correctthese mistakes and improve staff’s English communication skills

1.4 Research questions

Several questions are raised as follows:

 What is the importance of commiunication in life and in therestaurant operation?

 What are the common mistakes that staff had made incommunicating with guests in Essence Hotel and Restaurant?

 Why did staff make these mistakes im communicating withguests?

 What should staff do to correct these mistakes to improvetheir English communication skills?

1.5 Research subjects

The study has been researched on the staff in Hoang DuongHotel.,JSC in general and the staff in Essence Restaurant inparticular They mostly are the receptionists, waiters andwaitresses who direct contact with customers every day and clear

up their queries How the customers get satisfaction from the staffand service, it depends on the way how staff talk to thecustomers, explain and solve their problems that they faced intime they use service of the company

1.6 Scope of the study

Within this study, the researcher only focuses on the staff inEssence Hotel and Restaurant who directly communicate withguests to investigate the common mistakes that staff had made incommunicating with guests and then give some suggestedrecommendation to correct these mistakes and to improve staff’sEnglish communication skills The population involved in the study

is 40 staff in total who are working as the receptionists, thewaiters and waitress in Essence Hotel and Restaurant

1.7 Research methodology

To complete this study, the combination of different methodshas been applied, for example, a survey has been done to collectdata or figures about the importance of English communicationskills and some common mistakes in communicating with guests.Then all of these figures will be analyzed and compared which kind

of mistakes are more common when staff communicate withguests in Essence Hotel and Restaurant

Moreover, analytical and synthetic information method havebeen applied to analyzed the reasons for making mistakes as well

as the factors affect staff to make mistake in communicating withguests

1.8 Organization of the study

Beside the acknowledgement, table of contents, appendix the thesis includes 4 chapters:

Chapter 1: Overview of the study This chapter presents therationale for choosing the topic and point out previous of study,aims, research subject, scope of the study, research methodologyand also the organization of the study

Chapter 2: Literature review Theoretical background andoverview of communication, mistake and some type of mistakes incommunication It is development which reviews the relatedliterature

Chapter 3: Research findings analysis The chapter 3 is aboutthe reality of communicating with guests in English and somecommon mistakes of the staff in Essence Hotel and Restaurant.This chapter is devoted to a detailed description of data analysisand discussion of the findings of the study

Chapter 4: Suggested recommendations It offers theimplications and suggestions to correct and avoid some commonmistakes that the staff in Essence Hanoi Hotel and Restauranthave to face and some recommendations to improve their Englishcommunication skills

CHAPTER II: LITERATURE VIEW

2.1 Communication

2.1.1 Definition of communication

According to Wikipedia, communication is defined that

“Communication is the act of conveying intended meanings from one entity or group to another through the use of mutually understood signs and semiotic rules.”

Communication is a process of sending and receivinginformation among people People communicate with others notonly by face-to-face communication, but also by giving informationvia the Internet and printed products such as books andnewspapers

By the Oxford Dictionaries communication is defined as theimparting or exchanging of information by speaking, writing, orusing some other medium

By other resource, communication just is defined simply that

“Communication is simply the act of transferring information from the one place to another.”

This is a simple definition but there are various categories ofcommunication and more than one way may occur at any time.The different categories of communication include:

 Spoken or verbal communication: face-to-face, telephone,radio, television and other media

 Non-verbal communication: body language, gestures, how

we dress or act – even our scent

 Written communication: letter, e-mail, books, magazines,the Internet or via other media

 Visualizations: graphs and charts, maps, logos and othervisualization can communicate messages

2.1.2 Communication process

Much research has been done to try to break downinterpersonal communication into a number of elements in orderthat it can be more easily understood On a topic of “What isInterpersonal Communication?” that was posted on the websitewww.skillsyouneed.com , these elements commonly include:

In fact communications are almost always complex, two-way

processes, with people sending and receiving messages to andfrom each other simultaneously In other words, communication is

an interactive process While one person is talking the other islistening - but while listening they are also sending feedback in theform of smiles, head nods etc

 The Message

Message not only means the speech used or informationconveyed, but also the non-verbal messages exchanged such

as facial expressions, tone of voice, gestures and body language.

Non-verbal behaviour can convey additional information about thespoken message In particular, it can reveal more about emotionalattitudes which may underlie the content of speech

 Noise

Noise has a special meaning in communication theory Itrefers to anything that distorts the message, so that what isreceived is different from what is intended by the speaker Whilephysical 'noise' (for example, background sounds or a low-flyingjet plane) can interfere with communication, other factors are

considered to be ‘noise’ The use of complicated jargon, inappropriate body language, inattention, disinterest, and cultural differences can be considered 'noise' in the context of

interpersonal communication In other words, any distortions orinconsistencies that occur during an attempt to communicate can

be seen as noise

 Feedback

Feedback consists of messages the receiver returns, whichallows the sender to know how accurately the message has beenreceived, as well as the receiver's reaction The receiver may alsorespond to the unintentional message as well as the intentionalmessage Types of feedback range from direct verbal statements,for example "Say that again, I don't understand", to subtle facialexpressions or changes in posture that might indicate to thesender that the receiver feels uncomfortable with the message.Feedback allows the sender to regulate, adapt or repeat themessage in order to improve communication

 Context

All communication is influenced by the context in which ittakes place However, apart from looking at the situational context

of where the interaction takes place, for example in a room, office,

or perhaps outdoors, the social context also needs to beconsidered, for example the roles, responsibilities and relativestatus of the participants The emotional climate and participants'expectations of the interaction will also affect the communication

 Channel

The channel refers to the physical means by which themessage is transferred from one person to another In a face-to-face context the channels which are used are speech and vision,however during a telephone conversation the channel is limited tospeech alone

Picture 1.2 The communication process

2.1.2 The importance of communication

2.1.2.1 The roles of communication in life

Many people believe that the significance of communication islike the importance of breathing Indeed, communicationfacilitates the spread of knowledge and forms relationshipsbetween people On the website www.hopespeak.com , there has

a topic of “Why communication important to human life?” whichpoint out 2 main roles of communication in our life These roles are

as follow:

 Helping spread knowledge and information.

The sharing knowledge and information process cannotfunction without communication For example, authors write books

to impart knowledge to the World, and teachers share theirexperience with their students Also, friends or co-workers discusstheir ideas with each other, and companies exchange informationwith their subsidiaries and customers Besides, the advent of theInternet not only allows people to have better access to knowledgeand information in all fields, but also makes it easier and faster tocontact with people around the World

 The foundation of all human relationship

At first, strangers start talking and getting to know each other,and then the relationships are formed when they have more

interaction and communication Communicating helps people toexpress their ideas and feelings At the same time, it helps us tounderstand emotion and thoughts of the others As a result, wewill develop affection or hatred toward other people, and positive

or negative relationships will be created

Communication plays a vital role in human life It not onlyhelps to facilitate the process of sharing information andknowledge, but also helps people to develop relationships withothers Therefore, the importance of communication cannot beunderestimated Every day, we communicate with a lot of peopleincluding our families, our friends, our colleagues, or evenstrangers We should learn how to communicate effectively tomake our lives better

2.1.2.2 The roles of communication in the restaurant

Nowadays, the restaurants in the Old Quarter serve forforeigners is becoming more and more popular that attractingmany tourists who come to Vietnam for Traveling or staying inVietnam for working and studying Those are the people who havethe high demand to learn and discover the traditional Vietnamesecuisine The Essence Restaurant offers authentic Vietnamesedishes in an elegant, refined setting At Essence Restaurant, bothresidents and non-residents can enjoy delicious meals with greatfood and excellent service in a pleasant environment, all at areasonable price The target market of the hotel and restaurant isthe foreigners so all the staff who are working here are required tohave enough English communication ability and communicationskills to commnicate and serve the guests

According to the research of “Factors Affecting RestaurantService Quality: A Case in Ninh Kieu District, Can Tho City” – ofthree students Nguyễn Trọng Nhân, Huỳnh Tương Ái và Lê NhậtLinh - Faculty of Social Sciences and Humanities, Can ThoUniversity The guests are the consumers, the servers is the

suppliers who bring to them information and services Most of themutual interaction between suppliers and consumers throughcommunication activities.In which the consumers always want tomaximize benefits to satisfy the significant demand his culinary,the supplier who provides services always aim to meet thedemands of guests to maximize their profits and pay the guest’sattention Therefore, the service providers should usecommunication skills skilfully to attract customers If the staffmake the guests satisfy with the foods and services, they willdefinitely come back and highly recommend the place orrestaurant where they had enjoyed to their friends and family It isnot only the best way to introduce the traditional Vietnamesecuisine to people in over the world but also is the way toadvertising the prestige of the restaurant.

In the restaurant, increase interaction with customers will be acondition for the managers to grasp the consumer’s psychologyand enable companies to change or improve their products andservice quality to meet their demand which is higher and higherday by day This has great significance for the development andbranding of the restaurant to partners and customers

The role of communication in the restaurant is to measure thedevelopment of the business as well as a weapon to create thebrand for that restaurant Communication culture is one of theconcerned issues in enterprises, especially in the field of hotels –restaurants, building a good relationship with customers is a veryimportant job Sincere greetings, polite handshakes, andrespectful eyes are important communicative behaviors in thecultural expression of individuals in the restaurant, professionalservice attitude of employees is one of the most important factorsdecide whether the customer will return or not? This form ofcommunication helps employees recognize the needs ofcustomers precisely and build a good relationship with them

through communicating.

An animated communication demonstrates active nonverbalbehaviors, including eye contact, facial expressions, bodymovements, and gestures in order to exaggerate or underscorethe contents of a message In a service environment, appropriatenonverbal behaviors are commonly related to the expression ofpositive reactions, courtesy, and respect, and thus showcourteousness to other communicators Moreover, appropriate eyecontact, smiling, facial expressions, body movements, andgestures displayed by service providers enable customers toperceive them as customer-oriented, since the service providersappear to take action in a way that increases active interactionbetween patron and service In the restaurant setting, nonverbalcommunication plays a significant role in creating friendlysituations for service providers to interact with customers, and thenonverbal communication tools discussed above can makecustomers feel It is strongly related to listening skills, attentivecommunicators use various nonverbal signals, such as smiling,nodding, body posture, and eye contact in order to ensure that theother person in the communication interaction is carefully heard

2.2 Mistakes in communication

2.2.1 Definition of mistake

According to the Oxford Dictionaries, “Mistake is an action or

judgment that is misguided or wrong.” This is the simplest

definition of mistake

“A mistake is a decision or an action that we come to regret Mistakes usually cause some degree of pain, loss or struggle Certainly we might agree that we don't like the consequences and hence we call it a mistake.”(A Shift of Mind, Mel Schwartz)

Mistake has some synonyms such as error, blunder, slip,lapse,… those words mean a departure from what is true, right, or

proper However, each word have different meaning in specialcontext It mean the meaning of a word or an expression maychange depending on the context in which it was used Accordingthe Merriam Webster Dictionary, he differs meaning of mistakesfrom the other synonyms.

 Error suggests the existence of a standard or guide and astraying from the right course through failure to make effectiveuse of this

 Mistake implies misconception or inadvertence and usuallyexpresses less criticism than error

 Blunder regularly imputes stupidity or ignorance as a causeand connotes some degree of blame

 Slip stresses inadvertence or accident and applies especially

to trivial but embarrassing mistakes

 Lapse stresses forgetfulness, weakness, or inattention as acause

2.2.2 The differences between mistake and its synonyms (special error)

People are mostly confused about the difference betweenmistake and error Many people think that they can use errorinstead of mistake but not

On the website Quora.com, David Greenspan had written anessay “What is the difference between a mistake and an error?”According to him, there are significant differences in usage andconnotation between a mistake and an error He also gave someexample to illustrate these differences

“A mistake, generally speaking, is a choice that turns out to

be wrong.” It could be something you decide to do on your own

initiative that you later regret or a misidentification ormiscalculation where a wrong answer is produced A mistake is not

caused by influences Mistakes in language are not because of theinfluence of an already acquired language but are the result ofoversight, carelessness, poor understanding, etc A mistake is notcaused by the conventions of another language.

“An error is seen as resulting from a learner's lack of proper language knowledge” In other words, the learner did not know the

An error and a mistake, although share similar denotation,truly do vary in connotation meaning An error is something wrongthat is done when not knowing any different, versus a mistakeimplies something wrong that is done when knowing better

2.2.3 Types of mistakes in communication

2.2.3.1 Vocabulary mistake

A vocabulary is a set of familiar words within aperson's language A vocabulary, usually developed with age,serves as a useful and fundamental toolfor communication and acquiring knowledge Acquiring anextensive vocabulary is one of the largest challenges in learning

a second language

According to the book “How Many Words Do We Know?Practical Estimates of Vocabulary Size Dependent on WordDefinition, the Degree of Language Input and the Participant’sAge S Front Psychol” by group of writers Brysbaert M, Stevens M,Mandera P and Keuleers E, there are some types of vocabulary, itincludes:

 Reading vocabulary

A literate person's vocabulary is all the words he or she canrecognize when reading This is geenerally the largest type ofvocabulary simply because a reader tends to be exposed to morewords by reading than by listening

 Listening vocabulary

A person's listening vocabulary is all the words he or she canrecognize when listening to speech People may still understandwords they were not exposed to before using cues such as tone,gestures, the topic of discussion and the social context of theconversation

 Speaking vocabulary

A person's speaking vocabulary is all the words he or she uses

in speech It is likely to be a subset of the listening vocabulary.Due to the spontaneous nature of speech, words are oftenmisused This misuse – though slight and unintentional – may becompensated by facial expressions, tone of voice

 Writing vocabulary

Words are used in various forms of writing from formal essays

to social media feeds Many written words do not commonlyappear in speech Writers generally use a limited set of wordswhen communicating For example, if there are a number ofsynonyms, a writer may have a preference as to which of them touse, and they are unlikely to use technical vocabulary relating to asubject in which he has no knowledge or interest

 Focal vocabulary

Focal vocabulary is a specialized set of terms and distinctionsthat is particularly important to a certain group: those with aparticular focus of experience or activity A lexicon or vocabulary

is a language’s dictionary, it set of names for things, events, andideas Some linguist believe that lexicon influences people’sperception of things

Vocabulary plays an important role in communication Wilkins

(1972) once said: “Without grammar, very little can be conveyed.

Without vocabulary, nothing can be conveyed.” An extensive

vocabulary aids expression and communication Vocabulary sizehas been directly linked to reading comprehension Linguisticvocabulary is synonymous with thinking vocabulary A person may

be judged by others based on his or her vocabulary

2.2.3.2 Grammar

In linguistics, grammar is the set of structural rules governingthe composition of clauses, phrases, and words in anygiven natural language The term refers also to the study of suchrules, and this field includes phonology, morphology, and syntax,often complemented by phonetics, semantics, and pragmatics.Grammar is the system of a language People sometimesdescribe grammar as the rules of a language; but in fact nolanguage has rules If we use the word rules, we suggest thatsomebody created the rules first and then spoke the language, like

a new game But languages did not start like that Languagesstarted by people making sounds which evolved into words,phrases and sentences No commonly-spoken language is fixed.All languages change over time What we call grammar is simply areflection of a language at a particular time.

Many people in the world speak their own, native languagewithout having studied its grammar Children start to speak beforethey even know the word grammar so they do not need to studygrammar But if you are serious about learning a foreign language,you should learn grammar because grammar can help you to learn

a language more quickly and more efficiently It's important tothink of grammar as something that can help you, like a friend.When you understand the grammar (or system) of a language, youcan understand many things yourself, without having to ask ateacher or look in a book So think of grammar as something good,something positive, something that you can use to find your way -like a signpost or a map

2.2.3.3 Pronunciation

According to the Wikipedia, pronunciation was defined:

“Pronunciation is the way in which a word or a language is spoken This may refer to generally agreed-upon sequences of sounds used in speaking a given word or language in a specific dialect ("correct pronunciation"), or simply the way a particular individual speaks a word or language.”

A word can be spoken in different ways by various individuals

or groups, depending on many factors, such as: the duration of thecultural exposure of their childhood, the location of their currentresidence, speech or voice disorders, their ethnic group,their social class, or their education

On the website englishclub.com, with the essay of “What ispronunciation?” the authors have shown that there are many

factors affect to the pronunciation To pronounce words, we pushair from our lungs up through our throat and vocal chords, throughour mouth, past our tongue and out between our teeth and lips.(Sometimes air also travels through our nose.)

As well as creating correct vowel and consonant sounds usingthe muscles of our mouth, tongue and lips, there are otherimportant aspects of pronunciation, including:

 word stress - emphasis on certain syllables in a word

 sentence stress - emphasis on certain words in a sentence

 linking - joining certain words together

 intonation - the rise and fall of our voice as we speak

Good English pronunciation is an essential part of goodcommunication If you don’t have clear English pronunciation,other people may not understand what you’re saying Mistakes inpronunciation can cause major misunderstandings Imagine if youask someone for a pen to write with, but you pronounce pen as

“pan.” The other person may try to give you a frying pan

Your English pronunciation is the first impression other peopleget when you speak You may have excellent reading and writingskills and know all the grammar rules, but other people will judgeyour English by what they hear – your English pronunciation Ifpeople have a hard time understanding you, they will think yourEnglish is not good If your English pronunciation is good, peoplewill say you speak English very well With good Englishpronunciation, you will impress other people with your languageskills You will also have more self-confidence when you speak,knowing that others can understand your English

2.2.3.4 Style

The first thing you must learn about is what a communication

or conversation style actually is Awareness of yourcommunication style when relating to others can help build strong

relationships and help you get what you want in life withoutcausing unnecessary conflict with others.

“A communication style (also known as conversational style)

is the way in which we share information with others through language Although we all like to think we’re saying exactly what

we mean, that’s not always the case, especially when we’re talking to someone who uses a communication style very different from our own.”

The differences in communication styles are believed to bedue to genetic inheritance, life experiences, personality, andcultural/social make up There are four basic styles with the maindifferentiating factors being pace, priorities and tendencies

 Dominance style

Dominance style demonstrates high assertiveness and paced These people tend to speak in tones that are very decisiveand focus strongly on the bottom line of any situation They tend

fast-to be driven, focused, question the status quo and are quick fast-tomake decisions and solve problems They desire an environmentthat gives them power and authority, prestige and challenge andfreedom from controls and supervision This style generallycorrelates with the controller personality

 Influence style

This person is both highly expressive and fast-paced They areanimated and can persuade people to join their way of thinking They tend to create a motivational environment and generateenthusiasm They enjoy participating in groups and view peopleand situations with optimism They desire an environment thatgives them freedom of expression and recognition, group activitiesoutside of the job, and opportunities to verbalize This stylecorrelates with the promoter, who is happy to have long

conversations and likes to get quite personal in terms of askingabout members of the family, personal lives and so on.

 Steadiness style

These have low assertiveness and are slower-paced They aregood listeners and when they do talk, they do so in a verysupportive way They tend to perform in a consistent, predictablemanner, enjoy helping others, show loyalty, are patient and preferstability They desire an environment that maintains the statusquo, includes predictable routines, sincere appreciation for theircontributions and includes identification with a group, and willavoid conflict It is believed that the majority of people fall in thiscategory This style correlates with the supporter style oftenappearing quite cool, calm and focused on balance and happiness

 Conscientiousness style

These people are low in their assertiveness and slower-paced.They focus on facts and details, which absolutely rule their lives.They tend to think analytically weighing all the pros and cons, uselogic and a systematic approach to situations, are diplomatic withothers, have high standards and check for accuracy They prefer

an environment that provides clearly defined performanceexpectations, values quality and accuracy, has a reservedbusiness-like atmosphere and any opportunity to demonstratetheir expertise They desire to have control over those factors thataffect their performance and recognition for specific skills andaccomplishments This style correlates with the analyzer, wholoves facts and figures and doesn’t move away from these Theybelieve that if something is based on scientific or statisticalfigures, it immediately becomes fact, regardless of personalfeelings

2.2.3.5 Content