Introduction to Types of Behavior

Behavior is a complex yet observable set of actions and reactions that unfold in diverse settings, from day-to-day interactions to specialized professional environments. By classifying behavior into distinct types, we gain valuable insights into the underlying mechanisms that drive human actions.

This quick guide focuses on simplifying these mechanisms into the 4 types of behavior, enhancing our understanding and management of interpersonal dynamics.

What are the 4 Types of Behavior?

We can break down the 4 types of behaviors, and actions, into two categories – those we can see, and those we can hear. We can further break down how we experience each of these categories as follows:

Visual Behaviors

1. Physical Actions - What I Do

I see you are talking with someone

2. Non-Verbal Actions-How I Do It

Your body position is leaning forward, facing the person sitting across from you

Auditory Behaviors

3. Language - What I Say

I hear you say, ‘I’ll definitely call you tomorrow”‍

4. Vocal Delivery - How I Say It

I hear you emphasize the word ‘definitely’

Looking at the 4 types of behavior with this perspective allows us to move from thinking about ‘performance’, which is large and ambiguous, to instead thinking about a collection of very specific and tangible types of behaviors – which drastically simplifies our understanding of what to observe in evaluation of that performance.

This in turn equips you to have specific coaching conversations around effective behaviors to repeat, and less effective behaviors to change.

Example

To evaluate a manager’s performance leading a team meeting, I would attend & observe:

• Non-verbal elements like body position, facial expression and hand-gestures – all of which supports his verbal message and adds additional clarification or emotion.

• Language choices to consider successful transference of the message he meant to convey.

• Vocal delivery like volume and annunciation which helps convey confidence and enthusiasm.

Dive deeper into the pivotal role the 4 types of behavior play in shaping call center dynamics.

These curated resources we have available offer targeted insights into leveraging our knowledge of the 4 types of behavior into visual and auditory cues for enhancing coaching efficacy, improving operational metrics, and fostering an environment of continuous improvement.

Call Center Coaching: 5 Steps to Effectiveness

Refine your coaching strategies through understanding and applying the principles of types of behavior analysis. Discover how to harness observable actions and vocal nuances to boost your team leaders call center coaching effectiveness and confidence. Shorten the path to a higher ROI on your coaching investments.

Ultimate Coaching bundle

Each guide within this bundle addresses a specific aspect of coaching, equipping you with actionable strategies and insights to enhance your team's performance and effectiveness.

Here's what's included:

1. Coaching Questions: Techniques for meaningful conversations.
2. Commitments for Change: Strategies to inspire and sustain change.
3. Coaching Top Performers: Tips for challenging and growing your best talent.
4. Coaching Remote Workers: Best practices for supporting your remote team.
5. 6-Step Performance Coaching Model: A step-by-step framework for impactful coaching.
6. 4 Types of Behavior: Insights into types of behavior for personalized coaching.
7. Conversation Structure: Building blocks for effective coaching dialogues.
8. Coaching Effectiveness Assessment: Tools for measuring and improving coaching impact.