Persuading Difficult PeopleKU Edwards - Professional EdgeKerry Benson – Lecturer, KU William Allen White School of Journalism and Mass Communications

Difficult PeopleWhose face do you picture?

“Wear good shoes and run like hell.”

Three Cs of D

Those driven by conceit

Those driven by competition

Those driven by control

Three keys to persuasion

Self-interestSimplicity

Choice

Take credit, grandstand, monopolizeCan’t feel empathy, feel entitled, devalue others…

Self-interest is key to persuasionProvide positive recognition

Identify their investment

Personalize all communication

Mimic their communication

I will argue. And argue. Just for the sake of arguing. Because it’s a game. A game I must win.

Simplicity is key to persuasionKeep communication focused

Lose the biz jargon

Consider loss aversion

Establish credibility

Perfectionists, micromanagersWhat about those who control by saying yes when they mean no?

What about those who are deceptive and slippery when confronted?

Choice is key to persuasionShow you are good enough

Provide choice comparison

Use Ws to provoke thought

“Wear good shoes and run like hell.”