The Art of Adaptive Communication: Build Positive Personal Connections with Anyone

By Gérard Collignon

Why is it that some people just seem to click? How can I make myself understood by someone whos not on the same wavelength? How can I get my message across?
Knowing how to adapt our communication to understand and make ourselves understood is essential to our relationships with others. This book will teach you adaptive communication skills that help you build positive personal connections with anyone.
The process communication model tools presented in this book offer valuable help to anyone who wants to improve their communication skills. The six personality types, which are the key concepts behind the process communication model, help us to understand why we are not all wired the same way and avoid situations of miscommunication.

• Language: English
• Publisher: Xlibris US
• Release date: Sep 6, 2017
• ISBN: 9781543436235

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Copyright © 2017 by Kahler Communications, Inc..

Library of Congress Control Number:   2017910952

ISBN:      Hardcover      978-1-5434-3625-9

                Softcover        978-1-5434-3624-2

                eBook             978-1-5434-3623-5

All rights reserved. No part of this book may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, without permission in writing from the copyright owner.

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Rev. date: 09/06/2017

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CONTENTS

Acknowledgments

Preface

Introduction

PART I

The Basics of the Process Communication Model®

Chapter 1

Chapter 2

Chapter 3

Chapter 4

Chapter 5

Chapter 6

Chapter 7

Chapter 8

PART 2

Applying The Process Communication Model Concepts

Chapter 9

Chapter 10

Chapter 11

Conclusion

If you look for wood, you will find wood.

If you look for love, you will find love.

If you look for hate, you will find hate.

A Tuareg proverb

To Antéo

ACKNOWLEDGMENTS

I am grateful to Dr. Taibi Kahler, Ph.D., for his confidence and friendship.

I am grateful to Robert S. Wert, Phyllis Baltz, David Kaiser, Heather Cuccias, Jérôme Lefeuvre and Cyril Collignon for their benevolent vigilance and precious contribution to this English version.

PREFACE

The Process Communication Model® has been evolving for over thirty-five years. The tool’s development dates back to when I was studying at Purdue. At the time, I was an intern at a local psychiatric hospital. In observing our patients, I noticed that, just before exhibiting clearly inappropriate behavior, they used gestures, body language and facial expressions that formed a very specific and unique set for diagnosis.

One of the clinical models I was studying at the time, Transactional Analysis, was suitable for interpreting these observations. Just before someone shows behavior such as I’m OK, you’re not OK or I’m not OK, you’re OK, they use the same range of behaviors (words, tone, gestures, body language and facial expression).

The work I conducted based on these observations resulted in the identification and classification of five groups of behaviors that I called Be Perfect, Try Hard, Be Strong, Please and Hurry up. I called these behaviors drivers since they appeared to drive subjects into deeper distress. This initial research revealed significant correlations that are particularly useful in predicting negative behavior in distress situations. I called these sequences, miniscripts.

A few years later, this work received the Eric Berne Memorial Scientific Award, discerned by ten thousand of my peers.

I subsequently became interested in the positive, as well as the negative aspects of the personality. Out of concern for transparency, I translated the technical and clinical terms describing communication and miscommunication into everyday language.

In 1978, Dr. Terry McGuire, the psychiatrist in charge of recruiting and training astronauts for NASA, asked me to assist him. With the aim of facilitating and standardizing the selection process, I validated a questionnaire based on the following points: personality structure, personality types (Thinker, Harmonizer, Rebel, Imaginer, Promoter, Persister), character strengths, personality parts communication channels, perceptions, preferred environments, management styles, control range, psychological motivators and personal and professional distress sequences and patterns.

During this validation study, I began to understand the importance of the significant correlations between psychological needs and personality types, typical failure mechanisms and unresolved issues. If an individual cannot satisfy his or her psychological needs positively, that person continues to display the same distress sequences in an attempt to satisfy these needs, only negatively. This is the key to predictable behavior. Furthermore, sustained distress behavior is often correlated to an unresolved issue. Resolving that issue results in phasing into another part of one’s personality structure. This change in phase in turn causes the appearance of a new psychological need and therefore a new source of motivation.

Currently, over one million two hundred thousand people have experienced the Process Communication Model – whether in a business or personal context. Current research in different universities aims to use the model in large companies as well as applications in schools and families.

The Process Communication Model is a precious tool for understanding and appreciating ourselves and others and is now available across 46 countries in 22 languages.

I was fortunate to have worked with some highly competent, talented, loyal people to whom I can pass the torch. One of those people and a friend, Gérard Collignon, whose book you are about to read sheds light on new horizons for using the Process Communication Model. His style is bright, fresh, open and straightforward. He helps the reader discover this model by giving true-life examples and makes the process lively by inviting the reader to share the everyday lives of six personality types. It is both a documentary and a novel, a statistical report and a handbook on how to improve the quality of life for one’s self, and for one’s family, friends and coworkers.

Out of all of the pearls of wisdom and wonderful insight on human nature and the dynamics of the personality that Eric Berne gave us in his many writings, I am particularly fond of this one: a theory is never complete until we are able to translate it into the language of an eight year-old. Personally, if I may add something, I would say that a model is never complete until it can be used by an eight year-old.

Gérard Collignon has achieved this level of simplicity and application. Our future is not only based on our understanding of ourselves; we must also know how to communicate and show others who we are and what we are. This is particularly true for our children, who should get off to the best start possible. Knowledge is essential, wisdom is indispensable. Thank you Gérard.

Taibi Kahler, Ph.D.

Little Rock, Arkansas

INTRODUCTION

"We are continually touched and questioned by communication. In order to understand one’s self, we need to be understood by others; to be understood by others, we need to understand others."i

Thomas Hora

Author – Our world has become exponentially complex and fast-paced. That is why effective communication is so critically important. We all can relate to that apparent simple email that was sent out that resulted in so much drama, distress, and negative energy. The critical key of effective communication is learning the skill to be able to adapt to each individual and environments such that we Understand to be Understood…

Joan: Psst…

Author: Yes?

Joan: That sounds a tad overblown…

Author: Okay… (sigh) I’ll start over. Between the custodian and the CEO, the politician and his children, a spouse and a mother-in-law, there are many factors involved in communication and many traps to avoid. Whether it be for managerial or commercial purposes, political or advertising purposes, or family or friendly purposes, sooner or later, everyone wants to hear or transmit a message. In other words, to be on the same wave length as the person we’re talking to. Is that better?

Joan: Well, yeah.

Author: One of the main obstacles in transmitting an effective message is that we hope, even expect, that others will react like us, in a way we find acceptable, when, ultimately, we are not all wired the same way. Understanding the different kinds of wiring in each individual and thereby adapting the message specifically to the individual increases the effectiveness of our communication dramatically.

Joan: Awesome!

Author: Shh! As I was saying… In the 1970’s, an American psychologist named Dr. Taibi Kahler, practicing in the field of Transactional Analysis, observed that in every patient there was a predictable sequence of negative behaviors, starting with defensive behavior, next moving to more significant distressed outbursts or self-victimization and ending with depressed behavior. This discovery, for which he earned the Eric Berne Memorial Scientific award for 1977, was called the miniscript. With this, Dr. Kahler answered a remark by Eric Berne some years earlier: The clinician who can figure out how to identify a patient’s script in one session will make a capital contribution in terms of our knowledge of humans and how they function psychologically.

Dr. Kahler realized the greater effectiveness of supporting people by stressing the positive aspects of their personality rather than just focusing on their negative behaviors. By furthering the works by Shapiroii, he began researching positive characteristics that correlated to the miniscripts that he had discovered. Through his research, he found that they indeed correlate. The totality of Dr. Kahler’s research resulted in the Personality Types on which Process Communication Model® is based. There are six of them, each with its strong points and weak points. Every person possess all six of the Personality Types within his or her Personality Structure and can access and express the characteristics of each of them, but one of them is dominant.

Learning the characteristics of the Personality Types provides three essential pieces of information: each individual’s main source of motivation, their preferred communication mode, and their very personal way of managing stress.

Jack: How can we know a person’s source of motivation?

Author: A series of specific Psychological Needs corresponds to each Personality Type. And each person systematically seeks to satisfy those needs, resulting in very predictable behaviors. If a person does not obtain positive satisfaction of these needs, they will try to satisfy them in a negative way, resulting in ineffective, even harmful, behavior in both their personal and professional lives without being aware of it. The positive satisfaction of these Psychological Needs is a person’s primary motivation. The negative satisfaction of these needs is a person’s predictable distress behavior.

Each Personality Type also uses a preferential Communication Channel. The Communication Channel represents the wave length on which two people can effectively communicate. The Process Communication Model defines five Communication Channels. Knowing them and how to use them helps ensure the quality and effectiveness of your communication. As demonstrated by researchers from the Palo Alto school, we cannot not communicate.iii On the other hand, when we try to communicate outside of the correct Communication Channels, we will miscommunicate.

Jack: How do you define the distress sequences?

Author: The level of distress is usually related to the quality of communication and the satisfaction of a person’s most important Psychological Needs. Taibi Kahler identified three degrees of distress that represent successively greater degrees of miscommunication. At the first degree of distress, miscommunication is beginning, most often because someone is trying to communicate with us without using our preferred Channel of Communication and Perception. At the second degree of distress, we exhibit failure mechanisms. We are not necessarily aware of these behaviors and they can cause serious problems in both our personal and professional lives. For instance, a manager who notes that nothing’s going right will start to crusade, wielding the carrot and the stick, flip-flopping between threats and sermons which invites others to exhibit their own failure patters, such as over-adaptation or rebellion. A dad who is totally absorbed by his business life becomes unavailable to his children, a husband becomes rigid about the household budget or vacation, a child refuses schoolwork, etc…

The third degree of distress is fortunately quite rare. It usually manifests as a state of deep crisis, depression, burn-out, despair or even suicidal behavior.

Taibi Kahler discovered the phenomenon of Phase changing, shedding particularly relevant light on individual dynamics and giving us a better understanding of a person’s potential life path and the origin of our choices and major decisions.

Each person has a Personality Structure composed of all six Personality Types, but one of them is dominant and known as the Base. The person uses the aspects of the other types less often and less naturally unless he or she has experienced a Phase change or Phasing. When Phasing occurs, the person’s most urgent Psychological Needs and motivations, together with his or her primary Distress Sequence, changes to those associated with the Personality Type on the next floor of their Personality Structure. However, the person’s preferred Perception, Personality Part, and Channel of Communication remains those associated with his or her Base type. This concept helps identify the spontaneous, long-lasting changes that occur in a person and follow the corresponding change in that person’s sources of motivation. He designed the Process Communication Model as a model that enables us to anticipate the new sources of motivation and also the behavior an individual may develop in the future, by observing the opportunities for changing Phases presented in their Personality Structure.

Jack: Who has used the concepts of the Process Communication Model?

Author: NASA’s Lead Psychiatrist for Manned Space Flight, Dr. Terrence McGuire, worked with Taibi Kahler to use his ideas in the selection and training of astronauts for almost twenty years. The concepts were used to evaluate the compatibility of the teams and predict their behavior once they were confined in a space capsule somewhere in outer space. Under such extreme conditions, it was a good idea to put people together whose psychological profiles had been carefully studied and whose ability to communicate and behavior under stress had been evaluated. Taibi Kahler and his team developed a method that was able to predict the type of reaction astronauts would have in situations of light and severe distress.

The Process Communication Model proposes a communication philosophy. One of its primary benefits is providing a true understanding of another’s behavior instead of a negative interpretation. Instead of interpreting someone as lazy or an idiot, the model provides insight regarding the actual reasons underlying the behavior – very often Personality Type specific distress behavior. This helps us be in an I’m ok/you’re ok or +/+ position. In this position each person recognizes his or her own value and that of the other person. The Process Communication Model facilitates our being in a +/+ position because it provides us with simple signs for understanding miscommunication situations. Many relational problems arise from situations in which the speakers do not understand one another and, instead, project their own interpretation – the one that fits their unique Perception - on the other person’s behavior. In business, this misinterpretation system often is reinforced by corporate culture.

The model is simple, but it is not a tool that can be used effectively without being integrated. Successful use of the model comes from a real change in the individual and a decision to become more flexible and increase his or her adaptability. The first step in this change is understanding one’s self and the building blocks of one’s own personality. A tool for helping to achieve this is the Personality Pattern Inventory (the PPI), a questionnaire designed by Taibi Kahler to discover the order and strength of each Personality Type in a person’s Personality Structure. Once completed and analyzed, the PPI results are used to create profiles and other outputs that describe the various aspects of the person’s personality, including their strongest Perceptions, Channels of Communication, Psychological Needs, Distress Sequences, and ways of avoiding or alleviating stress.

Joan: So then, what about the book?

Author: The following pages first meet a practical objective. They present the individual in all of his or her personal or professional dimensions, in everything that makes up his or her psychological and social life. Many aspects are addressed using concrete cases to help readers better understand and recognize themselves. In the first section of the book, the model’s basics are presented: Personality Types, Personality Structure and Phase changes, Channels of Communication, Psychological Needs, miscommunication, and distress. The second section proposes a number of applications for the model, in particular in the fields of management, team cohesion, and sales, as well as in personal life. Each chapter is designed so that readers may refer to them based on their interests, independently of the other parts. This book is also a chance to get to know six people: Isabelle, who has a Harmonizer Base; Jack, who has a Thinker Base; Joan, with a Rebel Base; Peter, who has a Persister Base; Anne, with an Imaginer Base; and Tom, with a Promoter Base. They illustrate the six Personality Types who all work for the same company, Sofia’s & Co., and who have also all decided to learn and use Process Communication Model.

PART I

The Basics of the Process Communication Model®

CHAPTER 1

PERSONALITY TYPES

"It’s 12:45 on the big drive south to the beach. At a roadside diner, a few tables away, a smiling, relaxed, thirty-something mom is with her two daughters. The girls resemble one another to a tee; they are dressed alike and apparently are identical twins.

We observe their interaction with amusement and fascination. One of them is running from table to table, looking for customers who are willing to play with her. Meanwhile, the other one stays close to her mom. She likes to cuddle, never leaves the table, and doesn’t seek her sister’s company or play. The first of the two little girls is exhibiting the behavior of the Rebel type, the second one’s behavior corresponds to that of the Harmonizer type.

The qualifiers Rebel and Harmonizer refer to two of the six personality types identified by Dr. Taibi Kahler: Harmonizer, Thinker, Rebel, Promoter, Persister, and Imaginer¹ (the Process Communication Model Personality Types). Everyone of us possesses the characteristics of all six of these Personality Types but to different degrees. One of these Types is the most predominant and strongest that is unique to each person and is called the Base Personality Type or Base. This helps us to understand why we share certain key traits with other people, while still being unique.

Each Personality Type has a series of unique attributes:

• Behavioral characteristics (attire, environmental style, character strengths, etc.).

• A key mode of perceiving the world around them. (a Perception)

• One or two psychological needs whose satisfaction determines each person’s unique motivation and positive energy and, on the flip side, that individual’s very personal and predictable way of exhibiting distress.

• A preferred Communication Channel that helps find the right frequency on which to communicate.

No one type is better or worse than another. They all have their strengths and weaknesses and the Process Communication Model does not involve any form of value judgement. It enables each of us to:

• The ability to assess the different facets of our own behavior and those we interact with.

• The ability to genuinely connect with others through understanding of how each person uniquely communicates thereby increasing the quality of our communication.

• Understanding what motivates us and those we interact with. You will learn the skills how to decode human behavior through active observation such that you will know what unique motivational needs are desired not only for ourselves but also for those around us.

• Resolve conflict through understanding the predictable and unique distress patterns of ourselves and those around us. These predictable negative behaviors can sabotage us and others both personally and professionally. You will learn what are the underlying causes of these negative behaviors and strategies to invite others out of distress.

The Process Communication Model has been used in businesses