Introduction to the 4 Types of Behavior

Understanding the 4 types of behavior in a structured way can transform how we show up in our relationships whether to coach, communicate, and/or lead. This guide simplifies behaviors, classifying them into the 4 types of observable actions, broken into 2 categories - visual and auditory.

What Are the 4 Types of Behavior?

The 4 Types of Behavior provide a framework for understanding human interaction through observable actions:

1. Physical Actions (What I Do)
2. Non-Verbal Cues (How I Do It)
3. Language (What I Say)
4. Vocal Delivery (How I Say It)

These 4 types of behavior fall into two categories:

Visual Behaviors (What We See):

1. Physical Actions: The observable movements we make, such as walking, gesturing, nodding, or smiling.  Example: I see you shaking hands with a colleague.
2. Non-Verbal Cues: The subtle signals we transmit through facial expressions, posture, eye contact, and physical proximity. Example: I notice you leaning in while listening attentively to a customer.

Auditory Behaviors (What We Hear):

3. Language: The words we choose, the tone we use, and the structure of our verbal communication.
   ‍Example: I hear you using positive affirmations to motivate your team.
4. Vocal Delivery: The nuances of our speech, including; tone, pitch, volume, pace, and inflection.
   ‍Example: I hear your voice rise with enthusiasm as you describe a new project.

The 4 Types of Behavior Framework

Breaking behavior into visual and auditory cues helps us move beyond vague ideas like “performance” and instead focus on what people actually do and say.

This allows for:

• More Targeted Coaching: Identifying precise behaviors to enhance or modify.
• Deeper Insights: Understanding the subtle cues that influence communication.
• Improved Effectiveness: Making conscious choices about our own actions and reactions.

Example: Using the 4 Types of Behavior in a Team Meeting

To assess a manager's performance in a team meeting, we can apply the 4 Types of Behavior:

• Non-Verbal Cues: Do their open posture and relaxed facial expressions foster collaboration?
• Language: Is their message clear, concise, and inspiring?
• Vocal Delivery: Does their steady, confident tone convey authority and expertise?

Instead of judging “performance,” you can offer feedback on specific, observable behaviors, leading to more constructive coaching.

Coaching With the 4 Types of Behavior

These 4 types of behavior give leaders and coaches a shared language to:

• Reinforce effective habits
• Identify blind spots
• Coach with clarity and consistency

Example Coaching Application: When observing a team leader, you might highlight that their positive tone and upright posture reinforced trust, while their rushed pacing may have caused confusion.

Further Resources on the 4 Types of Behavior

Looking to put the 4 types of behavior framework into action? These curated resources will help you use the 4 Types of Behavior to coach more effectively, improve agent performance, and build a culture of growth.

Coaching Software for Contact Centers

If you're looking for software to help with your contact center coaching, or performance management, check out our deep dive on the Top Call Center Coaching Software of 2025

Call Center Coaching: 5 Steps to Effectiveness

Refine your coaching strategies through understanding and applying the principles of the 4 types of behavior. Learn how to harness observable actions and vocal nuances to boost your team leaders call center coaching effectiveness and confidence.

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.