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Copyright 2011 Hewlett-Packard Development Company, L.P. The informationcontained herein is subject to change without notice. Confidentiality label goes here
Rhonda Fletcher-LeonettiEMEA Channel Sales Operations Strategy & PlanningFY12 rev.1
Persuasive Communication& Influencing
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2009 HP Confidential template rev. 12.10.092
WHY ARE WE HAVING A TRAINING LIKE THIS?
INFLUENCING - PERSUASIVECOMMUNICATION
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Copyright 2011 Hewlett-Packard Development Company, L.P. The informationcontained herein is subject to change without notice. Confidentiality label goes here
Think about the situations when you need to bepersuasive & influence
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2009 HP Confidential template rev. 12.10.094
TOPICS FOR TRAINING
The session objectives
The Situations where we needto be Persuasive
3 Strategies to be Persuasive
What happens when they stillsay No
Influential Skills
Body Language How to
Read It Close & Key Message
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Copyright 2011 Hewlett-Packard Development Company, L.P. The informationcontained herein is subject to change without notice. Confidentiality label goes here
Definition of Influence
The act or power of producing an effect withoutapparent exertion of force or direct exercise of
command
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2009 HP Confidential template rev. 12.10.096
What is it?
INFLUENCING - PERSUASIVECOMMUNICATION
Communicating persuasively is key when you want to get results insituations where you don't have direct authority. To communicatepersuasively, it's important to think from the other person's perspective.How and what you ask, and the sincerity of your concern for addressingthe other person's interests, will help smooth the way to getting the
results you need.
This training presents ways for communicating persuasively andinfluencing when you don't have direct authority.
It also describes ways to remain persuasive even when you faceresistance from the person you are addressing...
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The various situations where you dont have direct authority
INFLUENCING - PERSUASIVECOMMUNICATION
Need team cooperation
Need cooperation from someone outside your department
Want to explain and get support from your manager
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2009 HP Confidential template rev. 12.10.098
IMPORTANT: Consider the other persons perspective
INFLUENCING - PERSUASIVECOMMUNICATION
This is important because:When you anticipate possible outcomes you can prepare ahead oftime
You are better able to frame your request in a convincing andappealing way
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2009 HP Confidential template rev. 12.10.099
There are 3 strategies for Persuasive Communication:
INFLUENCING - PERSUASIVECOMMUNICATION
1. Express yourself clearly & directly
2. Define the benefits of what you are requesting
3. Back up your position with compelling information
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2009 HP Confidential template rev. 12.10.0910
There are 3 strategies for Persuasive Communication:
INFLUENCING - PERSUASIVECOMMUNICATION
1. Express yourself clearly & directly
Be Concise You present your idea, argument or request in a sentence of two and can move on to the details
if necessary
Use simple language - no jargon or tech talk
Dont be ambiguous ie The team has made improvements is better than The teamsimplemented several enhancements during the previous quarter.
AVOID unnecessary intensifiers like DEFINITELY, REALLY AND VERY these words can be toomuch and sound insincere
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2009 HP Confidential template rev. 12.10.0911
There are 3 strategies for Persuasive Communication:
INFLUENCING - PERSUASIVECOMMUNICATION
1. Express yourself clearly & directly
Be Direct It doesnt help to talk about irrelevant or unrelated issues
It doesnt help to take TOO long to get to the point
You dont want people to have to guess what you want tell them your conclusion
When you are direct you will keep their attention and will be more likely to get their support
Talking and talking about nothing does NOT help
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2009 HP Confidential template rev. 12.10.0912
There are 3 strategies for Persuasive Communication:
INFLUENCING - PERSUASIVECOMMUNICATION
1. Express yourself clearly & directly
Be Positive & Assertive Confidence leads to focus on positive aspects of an issue
Using assertive language which is active and concise which explains what is happening andwhat will happen -> trust & cooperation
For example: Profits will rise 25% sounds better than I think profits might rise.. Avoid using power buzz phrases ie timeless, invaluable, prestigious these can be good or
bad it depends on the audience.
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2009 HP Confidential template rev. 12.10.0913
There are 3 strategies for Persuasive Communication:
INFLUENCING - PERSUASIVECOMMUNICATION
1. Express yourself clearly & directly
2. Define the benefits of what you are requesting
3. Back up your position with compelling information
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2009 HP Confidential template rev. 12.10.0914
There are 3 strategies for Persuasive Communication:
INFLUENCING - PERSUASIVECOMMUNICATION
2. Define the benefits of what you are requesting
Think about both the gains and losses ie what is in it for themBenefits come in two forms
1. Get you something you dont have
2. Keep you from losing something you already haveFor example: My plan will increase profits and maintain market share
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2009 HP Confidential template rev. 12.10.0915
There are 3 strategies for Persuasive Communication:
INFLUENCING - PERSUASIVECOMMUNICATION
2. Define the benefits of what you are requesting
Ask QuestionsAsk reflective questions such as:
What do you like about the project you are working on? Vs. Do you like the project?
Think about your responses Say, Do you agree? vs. Ok?Ask What questions before Why questions can make people defensive.
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2009 HP Confidential template rev. 12.10.0916
There are 3 strategies for Persuasive Communication:
INFLUENCING - PERSUASIVECOMMUNICATION
2. Define the benefits of what you are requesting
Tailor your language You will be more convincing if you appeal to a persons logic and interests vs. general orabstract ideas.
For example: This is a BIG process improvement is weak vs. This process improves ourorder tat by 25%.
Be sensitive to the culture you want to be direct but not offensive or rude
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2009 HP Confidential template rev. 12.10.0917
There are 3 strategies for Persuasive Communication:
INFLUENCING - PERSUASIVECOMMUNICATION
1. Express yourself clearly & directly
2. Define the benefits of what you are requesting
3. Back up your position with compelling information
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2009 HP Confidential template rev. 12.10.0918
There are 3 strategies for Persuasive Communication:
INFLUENCING - PERSUASIVECOMMUNICATION
3. Back up your position with compelling information
Emphasis your expertise If you have technical experience or are a subject matter expert let them know, but dontbe boastful
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2009 HP Confidential template rev. 12.10.0919
There are 3 strategies for Persuasive Communication:
INFLUENCING - PERSUASIVECOMMUNICATION
3. Back up your position with compelling information
Make Numbers Memorable People usually turn off when a lot of numbers are shown or shared
Frame your numbers like this: Instead of saying, 650 employees participated in 3
Compliance trainings. You can say, Over two thirds of our employees completed all themandatory Compliance trainings.
By doing this you personalize the number and make it more memorable.
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2009 HP Confidential template rev. 12.10.0920
There are 3 strategies for Persuasive Communication:
INFLUENCING - PERSUASIVECOMMUNICATION
3. Back up your position with compelling information
Site your facts/ Use Credible Sources If you quote figures or statistics check your sources align with Finance or the SME
Testimonials are persuasive if they come from respected individuals
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2009 HP Confidential template rev. 12.10.0921
There are 3 strategies for Persuasive Communication:
INFLUENCING - PERSUASIVECOMMUNICATION
3. Back up your position with compelling information
Give Examples They capture the persons attention who you are trying to influence
They make generalizations more concrete, which helps your point
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Copyright 2011 Hewlett-Packard Development Company, L.P. The information
contained herein is subject to change without notice. Confidentiality label goes here
What happens when they still sayNO
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2009 HP Confidential template rev. 12.10.0923
What to do when they say No
INFLUENCING - PERSUASIVECOMMUNICATION
1. Sometimes a clear No is the best response When theres no realpossibility of meeting a request, No allows the person making therequest to adjust accordingly. That may mean changing plans orfinding another way to get some work done.
2. But other times, No is the starting point for a negotiation3. Take it on the chin and respond positively
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Copyright 2011 Hewlett-Packard Development Company, L.P. The information
contained herein is subject to change without notice. Confidentiality label goes here
How to be influential
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2009 HP Confidential template rev. 12.10.0925
Influential Skills
INFLUENCING - PERSUASIVECOMMUNICATION
1. Can you tell a good story?
People are influenced by charisma and an ability to tell a good story
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2009 HP Confidential template rev. 12.10.0926
Influential Skills
INFLUENCING - PERSUASIVECOMMUNICATION
2. Are you a good communicator?
Not only talking but listening and being perceptive
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2009 HP Confidential template rev. 12.10.0927
Influential Skills
INFLUENCING - PERSUASIVECOMMUNICATION
3. Are you a sales person?
This is the persuasion part being passionate and sincere about whatyou are trying to sale
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2009 HP Confidential template rev. 12.10.0928
Influential Skills
INFLUENCING - PERSUASIVECOMMUNICATION
4. Are you a team builder?
Are you in it for you or for the team?
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2009 HP Confidential template rev. 12.10.0929
Influential Skills
INFLUENCING - PERSUASIVECOMMUNICATION
5. Are you a coach?
Do your peers come to you for advice or guidance?
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2009 HP Confidential template rev. 12.10.0930
Influential Skills
INFLUENCING - PERSUASIVECOMMUNICATION
6. Are you Technologically Savvy?
Are you up on the current technology in the company? Our new products?Are you in the know
http://www.shopping.hp.com/webapp/shopping/store_access.do;HHOJSID=plnDPxJCWS3R1vJ1yP0L7dxlvsLrTckQ9xQMXb2PBrngw5X9TTbc!-1338514626?template_type=series_detail&category=desktops&series_name=320m_series&jumpid=in_R329_prodexp/hhoslp/psg_ipg/homepage/featured/5/home_featured5HP_TouchSmart_320m_series_125_-_62787/29/2019 Influencing persuasive communication
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2009 HP Confidential template rev. 12.10.0931
Influential Skills
INFLUENCING - PERSUASIVECOMMUNICATION
6. Are you a Change Agent?
Are you an early adopter or do you drag your feet? People admiretrailblazers.
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2009 HP Confidential template rev. 12.10.0932
Influential Skills
INFLUENCING - PERSUASIVECOMMUNICATION
7. Are you trusted?
Are you consistent and level headed? Do you do what you say? Do youwalk the talk?
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Copyright 2011 Hewlett-Packard Development Company, L.P. The information
contained herein is subject to change without notice. Confidentiality label goes here
Body Language
How to Read It
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2009 HP Confidential template rev. 12.10.0934
Body Language ~ How to Read it
INFLUENCING - PERSUASIVECOMMUNICATION
Body Language - technically known as kinesics - isa significant aspect of moderncommunications and relationships.
Communication includes listening. In terms of
observable body language, non-verbal (non-spoken) signals are being exchanged whetherthese signals are accompanied by spokenwords or not.
Body language goes both ways:
Your own body language reveals your feelingsand meanings to others.
Other people's body language reveals theirfeelings and meanings to you
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2009 HP Confidential template rev. 12.10.0935
Body Language ~ How to Read it
INFLUENCING - PERSUASIVECOMMUNICATION
EYES
direct eye contact (whenlistening)
attentiveness, interest, attraction Eyes which stay focused on the speakerseyes, tend to indicate focused interestedattention too, which is normally a sign ofattraction to the person and/or the subject.
looking right (generally) creating, fabricating, guessing, lying,
storytelling
Creating here is basically making things
up and saying them. Depending oncontext this can indicate lying, but in othercircumstances, for example, storytelling toa child, this would be perfectly normal.Looking right and down indicatesaccessing feelings, which again can be aperfectly genuine response or not,depending on the context, and to anextent the person.
looking left (generally) recalling, remembering, retrieving 'facts' Recalling and and then stating 'facts' frommemory in appropriate context oftenequates to telling the truth. Whether the'facts' (memories) are correct is anothermatter. Left downward looking indicatessilent self-conversation or self-talk, typicallyin trying to arrive at a view or decision.
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2009 HP Confidential template rev. 12.10.0936
Body Language ~ How to Read it
INFLUENCING - PERSUASIVECOMMUNICATION
EYES
direct eye contact (whenlistening)
attentiveness, interest, attraction Eyes which stay focused on the speakerseyes, tend to indicate focused interestedattention too, which is normally a sign ofattraction to the person and/or the subject.
looking right (generally) creating, fabricating, guessing, lying,
storytelling
Creating here is basically making things
up and saying them. Depending oncontext this can indicate lying, but in othercircumstances, for example, storytelling toa child, this would be perfectly normal.Looking right and down indicatesaccessing feelings, which again can be aperfectly genuine response or not,depending on the context, and to anextent the person.
looking left (generally) recalling, remembering, retrieving 'facts' Recalling and and then stating 'facts' frommemory in appropriate context oftenequates to telling the truth. Whether the'facts' (memories) are correct is anothermatter. Left downward looking indicatessilent self-conversation or self-talk, typicallyin trying to arrive at a view or decision.
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2009 HP Confidential template rev. 12.10.0937
Body Language ~ How to Read it
INFLUENCING - PERSUASIVECOMMUNICATION
Head Position
head nodding agreement Head nodding can occur when invited for a response, or voluntarilywhile listening. Nodding is confusingly and rather daftly also referredto as 'head shaking up and down'. Head nodding when talking face-to-face one-to-one is easy to see, but do you always detect tiny headnods when addressing or observing a group?
slow head nodding attentive listening This can be a faked signal. As with all body language signals youmust look for clusters of signals rather than relying on one alone. Lookat the focus of eyes to check the validity of slow head nodding.
fast head nodding hurry up, impatience Vigorous head nodding signifies that the listener feels the speaker hasmade their point or taken sufficient time. Fast head nodding is ratherlike the 'wind-up' hand gesture given off-camera or off-stage by aproducer to a performer, indicating 'time's up - get off'.
head tilted downward criticism, admonishment Head tilted downwards towards a person is commonly a signal ofcriticism or reprimand or disapproval, usually from a position of
authority.head tilted to one side non-threatening, submissive,
thoughtfulnessA signal of interest, and/or vulnerability, which in turn suggests a levelof trust. Head tilting is thought by some to relate to 'sizing up'something, since tilting the head changes the perspective offered bythe eyes, and a different view is seen of the other person or subject.Exposing the neck is also a sign of trust.
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2009 HP Confidential template rev. 12.10.0938
Body Language ~ How to Read it
INFLUENCING - PERSUASIVECOMMUNICATION
Other gestures
hand supporting chinor side of face
evaluation, tirednessor boredom
Usually the forearm is vertical from the supporting elbow on a table. People whodisplay this signal are commonly assessing or evaluating next actions, options, orreactions to something or someone. If the resting is heavier and more prolonged,and the gaze is unfocused or averted, then tiredness or boredom is a more likelycause. A lighter resting contact is more likely to be evaluation, as is lightly restingthe chin on the knuckles.
hand(s) on hip(s) confidence, readiness,availability
The person is emphasizing their presence and readiness for action. Observable invarious situations, notably sport, and less pronounced poses in social and worksituations. In social and flirting context it is said that the hands are drawingattention to the genital area.
hands in pockets disinterest, boredom The obvious signal is one of inaction, and not being ready for action. Those whostand with hands in pockets - in situations where there is an expectation for peopleto be enthusiastic and ready for action - demonstrate apathy and lack of interest forthe situation.
open legs, sitting(mainly male)
arrogance, combative,sexual posturing
This is a confident dominant posture. Happily extreme male open-crotch posing israrely exhibited in polite or formal situations since the signal is mainly sexual. Nota gesture popularly used by women, especially in formal situations and not in askirt. Regardless of gender this posture is also combative because it requires spaceand makes the person look bigger. The impression of confidence is increased whenarms are also in a wide or open position.
standing 'at attention' respectful Standing upright, legs straight, together and parallel, body quite upright, shouldersback, arms by sides - this is like the military 'at attention' posture and is often a
signal of respect or subservience adopted when addressed by someone inauthority.
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2009 HP Confidential template rev. 12.10.0939
Body Language ~ How to Read it
INFLUENCING - PERSUASIVECOMMUNICATION
Dont misinterpret it
Some of these signs have obviousmeanings; others not so
Body language is not an exactscience.
No single body languagesign is a reliable indicator.
Understanding body languageinvolves the interpretation ofseveral consistent signals tosupport or indicate a particular
conclusion
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Copyright 2011 Hewlett-Packard Development Company, L.P. The information
contained herein is subject to change without notice. Confidentiality label goes here
Key Message
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2009 HP Confidential template rev. 12.10.0941
Key Message
INFLUENCING - PERSUASIVECOMMUNICATION
If you want results without authority you have tocommunicate persuasively BE CLEAR
You need to know what you want and what they
value Know and state the Benefits
Know the Facts to make your case & back up yourposition
Sharpen your Influencing Skills
Pay attention to your body language and others
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Copyright 2011 Hewlett-Packard Development Company, L.P. The information
Thank You