In day-to-day interactions between people in organizations, there is a tremendous amount of human energy consumed in conflict. Whether the conflict is recognized and resolved, or avoided, a lot of energy is used unproductively. Typical of such interaction is an example from a three day supervisory training program we conducted for Avon Products, Inc. using the DiSC^® Management Strategies program.¹ The first few hours of this particular training, we focused on diversity issues from the perspective of race, gender, lifestyle, and age. Among the various participants, there were only two white males in attendance. Needless to say, at the close of this first section these men felt somewhat isolated from the rest of the group. Based on the diversity lecture and discussion, it seemed likely that the two men would feel more comfortable working with each other. After all, they shared membership in what has been perceived as the dominant cultural group in the workplace: the white male. However, during the next section of the training program an interesting episode took place.

Exploring DiSC^®

At this time in the training, everyone completed a DiSC^® Personal Profile System^®.² Surprising to the men, but not really unusual, the two men had very different profiles. DiSC represents four dimensions of behavior: Dominance (D), Influence (i), Steadiness (S), and Conscientiousness (C). One of the men had a D-i or Dominance (D) dimension of behavior, with a secondary influence (i) dimension. The other man had a S-C or Steadiness (S) dimension of behavior with a secondary Conscientiousness (C) dimension.

This was fascinating to the group and they began interviewing the two men to discover how they perceived themselves after completing their Personal Profile System. The men discovered that, while it seemed likely they should be more comfortable with each other, they were actually more comfortable with individuals who had similar behavioral tendencies.

Because of this observation, the group was able to explore their differences more openly from a behavioral approach rather than from the usual perspective of race, gender, lifestyle, or age. This allowed the group to take notice of the real source of much of their conflict: their belief system that tended to equate different as being wrong. They discovered for themselves that different simply equals different.

Creating Dialogue Using DiSC^®

The real source of conflict is not in our differences. Unfortunately, many of us tend to judge others not like us as being "not okay" because we do not understand how they see the world differently. On the other hand, if we create a structure for respectful dialogue, people begin moving away from the judgment of differences to a more objective understanding of how others approach their world.

Successfully managing oneself and others requires the ability to identify and meet many different needs. It is no longer enough to only have information. We need to engage in a dialogue and make inquiries. Individuals need the skills and tools to make that process successful by putting that information into action. The Personal Profile System gives people a tool to engage in such discussions and move toward understanding and action -- an essential component in the environment and context of what is known as a learning organization.

Others in a similar situation may not come to the same conclusion about differences as did this particular group. But members of this group found it very interesting because it enabled them to talk about differences in a very personal way. The risk perceived in the discussion was reduced because a structure for understanding, along with respectful language, was provided by the Personal Profile System.

Understanding and Valuing Differences

In addition to understanding yourself in a way that allows all behavioral tendencies to feel valuable, the Personal Profile System facilitates the process of communicating with those who are different from us. For example, when responding to the Personal Profile System, one person might discover that her goal was "acceptance from others" while another person, perhaps a co-worker, might discover that his goal was "correctness."

Using the language in the Profile, these two people can examine how these differences are played out in their day-to-day interactions at work. In their exploratory discussion, they will find new ways to capitalize on these differences, while gaining a greater appreciation of how each person approaches life and work. They begin to see the world through the eyes of another. Suddenly, actions that had seemed "stupid" have new logic and meaning. Judgments begin to fall away as they realize each had not seen things clearly.

Carlson Learning Company's Personal Profile System^® and Personal Profile System^® Software strive to present information about four DiSC^® dimensions in a way that is respectful to everyone. This is done by using specific, neutral behavioral language to describe the strengths and weaknesses, goals, and fears of all dimensions.

Increasing Productivity

DiSC^® facilitates understanding and respect for differences through its neutral dialogue. This helps avoid conflict or resolve conflict more quickly in the workplace. One of the strongest advocates of the DiSC Personal Profile System^® is Avon Products, Inc.'s Bernice Ripley, Director of U.S. Training and Education, whose experience with DiSC is extensive. She agrees: An issue we face at Avon, and one I think many other organizations face as well, is respecting each other's differences and the judgements we make based on those differences. If unresolved, these differences have the potential to lead to problems in the workplace.

"Everyone does things differently and everyone makes different contributions. But to be effective, we must get past judging how everyone does their work and instead focus on the end objectives. DiSC lets us see how individual members can bring unique strengths to a department, group, or team."

Today's organizations need all the help they can get. Doesn't it make sense to maximize every possible opportunity to discover how to utilize each person's strengths? Considering the many challenges we face daily, the better we understand ourselves and each other, the easier it will be to manage ourselves and others. When employees understand how to respect differences in themselves and others, they will put more energy into helping the organization. This readily translates into greater understanding, respect, satisfaction, and leading-edge productivity on the job.