Mastering Communication: How PCM is Transforming Virtual Assistant Businesses

Have you ever had a client or team interaction that left you thinking: “Why was that so hard?!” Or maybe you’ve felt like no matter how clear you were in that exchange, the message just didn’t land.

Good news! You're not alone!

The short answer to your problem is that it isn’t what you’re saying, it’s how you’re saying it.

Enter the Process Communication Model (PCM).

This is a game-changing framework used by Pixar, Microsoft, and even NASA to improve communication, reduce conflict, and build stronger relationships.

Wondering what it has to do with Virtual Assistants?

A lot actually.

We sat down recently with Teesha Vee, General Manager of Strictly Savvy (one of NZ's leading VA Agencies) and a certified PCM trainer, to unpack how understanding personality types can completely transform the way VA business owners connect with clients, team members, family, friends - and even themselves.

PCM is not your average personality test. It’s a science-backed communication model that reveals:

• How people process information and make decisions
• What motivates them (or shuts them down)
• How to recognise stress triggers before they escalate
  
  

Think of PCM as your personalised communication manual - because not everyone hears and responds to things the same way.

The best part? Once you understand PCM, you can instantly adjust your communication style to match the person you’re talking to - whether it’s a micromanaging client, a disengaged team member, or even a tricky personal relationship.

The Six Personality Types in PCM:

PCM identifies six personality styles - and here’s the kicker: We all have a mix of them, but one is dominant (your 'base'). The way you interact depends on which 'floor' of your personality you’re operating from.

Here’s a quick breakdown:

1. Thinker – Logical, organised, values facts.
2. Harmoniser – Warm, people-oriented, thrives on emotional connection.
3. Persister – Values beliefs, strong opinions, and principles.
4. Imaginer – Reflective, introspective, prefers solitude.
5. Rebel – Fun-loving, spontaneous, reacts based on likes/dislikes.
6. Promoter – Action-driven, thrives on challenges and quick decision-making.

Understanding where someone is operating from allows you to tailor your communication for better outcomes and less friction.

Why This Matters for Virtual Assistants

As a VA, communication is everything! Yet, miscommunication is the #1 cause of frustration, lost time (and money!), and stress.

PCM helps you:

• Spot when someone is in distress (including yourself!)
• Adapt your style to improve client relationships
• Reduce misunderstandings and improve collaboration
• Avoid unnecessary stress in difficult conversations

How PCM Changed a REAL LIFE VA Agency

At Strictly Savvy, Teesha and her team used PCM to turn around a tough client situation.

The client was micromanaging every little thing—frustrating the VAs and slowing down work. Using PCM,

Teesha identified the client’s personality type and helped her team adjust their approach.

The result?

1. Less stress for the VAs
2. More trust from the client
3. A smoother workflow for everyone

Our Key PCM Takeaway: Not Everyone Needs the Same Thing

The biggest mistake in communication? Assuming everyone wants to be treated the same way.

• A Thinker wants praise for their accuracy and problem-solving.
• A Harmoniser needs emotional connection and appreciation.
• A Rebel thrives on fun and playful interaction.

If you're providing feedback in a way that doesn’t match their style? It won’t land. Or worse, it might have the opposite effect.

The Science Behind PCM

PCM was originally developed by psychologist Taibi Kahler for NASA to predict astronaut behavior under stress. Since then, it’s been adopted by global organisations, hospitals, and now - Virtual Assistants.

It works because it tracks both verbal and non-verbal cues, helping you understand what people are actually saying (even when they’re not saying it).

How to Start Using PCM in Your VA Business

1. Know Yourself – Understanding your own PCM profile helps you manage stress and communicate more effectively.
2. Observe Others – Pay attention to how your clients and team members communicate. What motivates them? What stresses them?
3. Adapt Your Style – Meet people on their level, not yours. The more flexible you are, the better results you’ll get.
4. Recharge Regularly – If you feel drained, you’re probably operating outside of your dominant personality type. Find ways to reset.

PCM Is a Game-Changer

If you’ve ever felt like some client relationships are effortless while others feel like pushing a boulder uphill, PCM is the missing piece.

It’s not about changing who you are. It’s about understanding people better so you can work with them, not against them.

At The VA Foundry, we’re all about equipping VAs with real tools that make a difference - and PCM is one of the most powerful we’ve found.

So let’s make 2025 the year we stop guessing how to communicate and start connecting with confidence.

Listen to episode #225 of The Sam + Jo VA Show to discover how PCM can help you connect with clients, collaborate better, and take your VA business to the next level!