the power of persuasion and it training ilta | user support peer group june 4th, 2009
TRANSCRIPT
Productivity through Software Training
End-User Training and Support
Pre-rollout Consulting
Train the Trainer
Documentation and Curriculum Development
Project Management
Software Reseller
About EncoreTech
Jeffrey Roach
Jeffrey Roach has been working with law firms for the last 20 years designing and delivering learning strategies. Currently the President of EncoreTech, he works with top law firms and training departments around the country on maximizing the value of their training and support dollars. Jeffrey holds a B.A. degree from Depaul University and an M.A. from New York University.
Jeffrey Roach | PresidentEncoreTech(p) 404.549.5750(m) [email protected]
Robert B. Cialdini
Persuasion is the ability to change people’s behavior—to successfully direct them towards the actions and habits you desire for them.
Quickly mail them a card—even if you have to go buy one off the shelf.
Add them to your list for next year.
Do nothing.
After mailing your holiday cards, you receiveone from someone who wasn’t on your list. You:
You stop and help
You offer to help after you get back from lunch
You direct them to the help desk
You’re on your way to lunch, when a frazzledco-worker flags you down and ask for help.
You put out your arm to stop the door from closing
You make a half-hearted attempt to “locate” the Door Open button
You allow the situation to play itself out
You push the Door Close button
After waiting an eternity the elevator finallyarrives. Just as the doors begin to close, you seea co-worker making a mad dash to get in.
Don’t say, “it’s my job” to the frazzled co-worker.
Say, “I’m happy to help. In a similar situation, I know you’d do the same thing for me.”
Don’t say, “no problem” to your elevator companion.
Say, “They’re really running slow today, I wouldn’t want you to have to wait as long as I did.”
Memorialize the Moment
Reciprocity
1.We feel obligated to help people who have helped us in the past.
2.If I give something up, you should give something up too.
The day that I feel like I need to be successful
The day I need, but would allow that I could probably squeeze it into a half day
A minimum of two days—and that’s going to be tight
Your Firm is rolling out Word 2007 and you feellike you need 1 full day of training for staff.What do you ask for?
The staff can feel comfortable with the user interface and be more productive in their use of the product.
To minimize the risk that the work will not get done on time.
I need this much time so that:
Tips for Building your Favor Bank
Don’t minimize your good deeds
Build concessions into your plan
Frame decisions in terms of losses, not gains
Likeability Factor
Similarities – you and I share a commonality
Compliments – genuine compliments are like currency
Cooperative effort – people like people who pitch in and help out
1971 Ad Campaign featuring Iron Eyes Cody, the “Crying Indian”
People start pollution; people can stop it
Keep America Beautiful still resonates with most of us
You add your trash to the growing pile next to the can
You hold on to your trash until you find another trash can
You approach a trash can that is overflowing to the point where people are placing their trash on the ground next to the can.
Peer pressure
Name dropping
The in crowd
From Blackberrys to iPhones, people like being associated with popular things.
Insider information
Sharing this is like doing someone a favor
Deliberate leaks
The shelf-life for this is really short
The illusion of exclusivity
Credentials and trustworthiness
Point out weaknesses in your case, before moving to your strengths
Present yourself as an expert
Reciprocation
Liking
Social Proof
Scarcity
Authority
Commitment & Consistency
6 Weapons of Influence
Once someone has said yes, they tend to keep saying yes
Written commitments are stronger than verbal
Identify your go-to people, your advocates
Reciprocation | People feel obligated to return favors
Liking | People want to help people who are likeable
Social Proof | People are influenced by what their peers do
Scarcity | People want things that are in short supply
Authority | People listen to authority figures
Commitment & Consistency | People like to do what they’ve always done
6 Weapons of Influence