Influencing Persuasive Communication

Persuasive Communication & Influencing
Rhonda Fletcher-Leonetti EMEA Channel Sales Operations Strategy & Planning FY12 rev.1
Copyright 2011 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Confidentiality label goes here
INFLUENCING - PERSUASIVE COMMUNICATION

WHY ARE WE HAVING A TRAINING LIKE THIS?
2009 HP Confidential template rev. 12.10.09
Think about the situations when you need to be persuasive & influence
TOPICS FOR TRAINING

The session objectives The Situations where we need to be Persuasive 3 Strategies to be Persuasive What happens when they still say No Influential Skills Body Language How to Read It Close & Key Message
Definition of Influence The act or power of producing an effect without apparent exertion of force or direct exercise of command
What is it? Communicating persuasively is key when you want to get results in situations where you don't have direct authority. To communicate persuasively, it's important to think from the other person's perspective. How and what you ask, and the sincerity of your concern for addressing the other person's interests, will help smooth the way to getting the results you need. This training presents ways for communicating persuasively and influencing when you don't have direct authority. It also describes ways to remain persuasive even when you face resistance from the person you are addressing...
The various situations where you dont have direct authority Need team cooperation Need cooperation from someone outside your department Want to explain and get support from your manager
IMPORTANT: Consider the other persons perspective

This is important because:
When
you anticipate possible outcomes you can prepare ahead of
time
You
are better able to frame your request in a convincing and appealing way
There are 3 strategies for Persuasive Communication: 1. Express yourself clearly & directly 2. Define the benefits of what you are requesting 3. Back up your position with compelling information
There are 3 strategies for Persuasive Communication: 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 teams implemented several enhancements during the previous quarter.
AVOID unnecessary intensifiers like DEFINITELY, REALLY AND VERY these words can be too much and sound insincere
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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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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 and what 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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There are 3 strategies for Persuasive Communication: 2. Define the benefits of what you are requesting Think about both the gains and losses ie what is in it for them
Benefits come in two forms 1. Get you something you dont have
2. Keep you from losing something you already have

For example: My plan will increase profits and maintain market share
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There are 3 strategies for Persuasive Communication: 2. Define the benefits of what you are requesting Ask Questions
Ask 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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There are 3 strategies for Persuasive Communication: 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 or abstract ideas. For example: This is a BIG process improvement is weak vs. This process improves our order tat by 25%.
Be sensitive to the culture you want to be direct but not offensive or rude
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There are 3 strategies for Persuasive Communication: 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 dont be boastful
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There are 3 strategies for Persuasive Communication: 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 the mandatory Compliance trainings. By doing this you personalize the number and make it more memorable.
19
There are 3 strategies for Persuasive Communication: 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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There are 3 strategies for Persuasive Communication: 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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What happens when they still say NO
What to do when they say No 1. Sometimes a clear No is the best response When theres no real possibility of meeting a request, No allows the person making the request to adjust accordingly. That may mean changing plans or finding another way to get some work done. 2. But other times, No is the starting point for a negotiation 3. Take it on the chin and respond positively
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How to be influential
Influential Skills 1. Can you tell a good story?
People are influenced by charisma and an ability to tell a good story
25
Influential Skills 2. Are you a good communicator?
Not only talking but listening and being perceptive
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Influential Skills 3. Are you a sales person?
This is the persuasion part being passionate and sincere about what you are trying to sale
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Influential Skills 4. Are you a team builder?
Are you in it for you or for the team?
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Influential Skills 5. Are you a coach?
Do your peers come to you for advice or guidance?
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Influential Skills 6. Are you Technologically Savvy?
Are you up on the current technology in the company? Our new products? Are you in the know
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Influential Skills 6. Are you a Change Agent?
Are you an early adopter or do you drag your feet? People admire trailblazers.
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Influential Skills 7. Are you trusted?
Are you consistent and level headed? Do you do what you say? Do you walk the talk?
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Body Language How to Read It
Body Language ~ How to Read it Body Language - technically known as kinesics - is a significant aspect of modern communications and relationships. Communication includes listening. In terms of observable body language, non-verbal (nonspoken) signals are being exchanged whether these signals are accompanied by spoken words or not.
Body language goes both ways:

Your own body language reveals your feelings and meanings to others.
Other people's body language reveals their feelings and meanings to you
34 2009 HP Confidential template rev. 12.10.09
Body Language ~ How to Read it

EYES
direct eye contact (when listening)

attentiveness, interest, attraction Eyes which stay focused on the speakers eyes, tend to indicate focused interested attention too, which is normally a sign of attraction to the person and/or the subject. Creating here is basically making things up and saying them. Depending on context this can indicate lying, but in other circumstances, for example, storytelling to a child, this would be perfectly normal. Looking right and down indicates accessing feelings, which again can be a perfectly genuine response or not, depending on the context, and to an extent the person. Recalling and and then stating 'facts' from memory in appropriate context often equates to telling the truth. Whether the 'facts' (memories) are correct is another matter. Left downward looking indicates silent self-conversation or self-talk, typically in trying to arrive at a view or decision.
looking right (generally)
creating, fabricating, guessing, lying, storytelling
looking left (generally)
recalling, remembering, retrieving 'facts'
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EYES
direct eye contact (when listening)

attentiveness, interest, attraction Eyes which stay focused on the speakers eyes, tend to indicate focused interested attention too, which is normally a sign of attraction to the person and/or the subject. Creating here is basically making things up and saying them. Depending on context this can indicate lying, but in other circumstances, for example, storytelling to a child, this would be perfectly normal. Looking right and down indicates accessing feelings, which again can be a perfectly genuine response or not, depending on the context, and to an extent the person. Recalling and and then stating 'facts' from memory in appropriate context often equates to telling the truth. Whether the 'facts' (memories) are correct is another matter. Left downward looking indicates silent self-conversation or self-talk, typically in trying to arrive at a view or decision.
looking right (generally)
creating, fabricating, guessing, lying, storytelling
looking left (generally)
recalling, remembering, retrieving 'facts'
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Head Position
head nodding agreement

Head nodding can occur when invited for a response, or voluntarily while listening. Nodding is confusingly and rather daftly also referred to as 'head shaking up and down'. Head nodding when talking faceto-face one-to-one is easy to see, but do you always detect tiny head nods when addressing or observing a group? This can be a faked signal. As with all body language signals you must look for clusters of signals rather than relying on one alone. Look at the focus of eyes to check the validity of slow head nodding. Vigorous head nodding signifies that the listener feels the speaker has made their point or taken sufficient time. Fast head nodding is rather like the 'wind-up' hand gesture given off-camera or off-stage by a producer to a performer, indicating 'time's up - get off'. Head tilted downwards towards a person is commonly a signal of criticism or reprimand or disapproval, usually from a position of authority. A signal of interest, and/or vulnerability, which in turn suggests a level of trust. Head tilting is thought by some to relate to 'sizing up' something, since tilting the head changes the perspective offered by the eyes, and a different view is seen of the other person or subject. Exposing the neck is also a sign of trust.
slow head nodding
attentive listening
fast head nodding
hurry up, impatience
head tilted downward
criticism, admonishment
head tilted to one side
non-threatening, submissive, thoughtfulness
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Other gestures
hand supporting chin or side of face evaluation, tiredness or boredom

Usually the forearm is vertical from the supporting elbow on a table. People who display this signal are commonly assessing or evaluating next actions, options, or reactions 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 likely cause. A lighter resting contact is more likely to be evaluation, as is lightly resting the chin on the knuckles.
hand(s) on hip(s)
confidence, readiness, The person is emphasizing their presence and readiness for action. Observable in availability various situations, notably sport, and less pronounced poses in social and work situations. In social and flirting context it is said that the hands are drawing attention to the genital area. disinterest, boredom The obvious signal is one of inaction, and not being ready for action. Those who stand with hands in pockets - in situations where there is an expectation for people to be enthusiastic and ready for action - demonstrate apathy and lack of interest for the situation.
hands in pockets
open legs, sitting (mainly male)
arrogance, combative, This is a confident dominant posture. Happily extreme male open-crotch posing is sexual posturing rarely exhibited in polite or formal situations since the signal is mainly sexual. Not a gesture popularly used by women, especially in formal situations and not in a skirt. Regardless of gender this posture is also combative because it requires space and makes the person look bigger. The impression of confidence is increased when arms are also in a wide or open position. respectful Standing upright, legs straight, together and parallel, body quite upright, shoulders back, 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 in authority.
standing 'at attention'

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Body Language ~ How to Read it Dont misinterpret it
Some of these signs have obvious meanings; others not so
Body language is not an exact science.

No single body language sign is a reliable indicator. Understanding body language involves the interpretation of several consistent signals to support or indicate a particular conclusion
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Key Message
Key Message If you want results without authority you have to communicate persuasively BE CLEAR
You
need to know what you want and what they value Know and state the Benefits the Facts to make your case & back up your position your Influencing Skills
Know
Sharpen
Pay
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attention to your body language and others
Thank You

Influencing Persuasive Communication

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Influencing Persuasive Communication

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Persuasive Communication & Influencing

INFLUENCING - PERSUASIVE COMMUNICATION

2009 HP Confidential template rev. 12.10.09

TOPICS FOR TRAINING

2009 HP Confidential template rev. 12.10.09

INFLUENCING - PERSUASIVE COMMUNICATION

2009 HP Confidential template rev. 12.10.09

INFLUENCING - PERSUASIVE COMMUNICATION

2009 HP Confidential template rev. 12.10.09

IMPORTANT: Consider the other persons perspective

INFLUENCING - PERSUASIVE COMMUNICATION

you anticipate possible outcomes you can prepare ahead of

2009 HP Confidential template rev. 12.10.09

INFLUENCING - PERSUASIVE COMMUNICATION

2009 HP Confidential template rev. 12.10.09

INFLUENCING - PERSUASIVE COMMUNICATION

2009 HP Confidential template rev. 12.10.09

INFLUENCING - PERSUASIVE COMMUNICATION

2009 HP Confidential template rev. 12.10.09

INFLUENCING - PERSUASIVE COMMUNICATION

2009 HP Confidential template rev. 12.10.09

INFLUENCING - PERSUASIVE COMMUNICATION

2009 HP Confidential template rev. 12.10.09

INFLUENCING - PERSUASIVE COMMUNICATION

2. Keep you from losing something you already have

2009 HP Confidential template rev. 12.10.09

INFLUENCING - PERSUASIVE COMMUNICATION

Think about your responses Say, Do you agree? vs. Ok?

2009 HP Confidential template rev. 12.10.09

INFLUENCING - PERSUASIVE COMMUNICATION

2009 HP Confidential template rev. 12.10.09

INFLUENCING - PERSUASIVE COMMUNICATION

2009 HP Confidential template rev. 12.10.09

INFLUENCING - PERSUASIVE COMMUNICATION

2009 HP Confidential template rev. 12.10.09

INFLUENCING - PERSUASIVE COMMUNICATION

2009 HP Confidential template rev. 12.10.09

INFLUENCING - PERSUASIVE COMMUNICATION

2009 HP Confidential template rev. 12.10.09

INFLUENCING - PERSUASIVE COMMUNICATION

2009 HP Confidential template rev. 12.10.09

What happens when they still say NO

INFLUENCING - PERSUASIVE COMMUNICATION

2009 HP Confidential template rev. 12.10.09

Influential Skills 1. Can you tell a good story?

INFLUENCING - PERSUASIVE COMMUNICATION

People are influenced by charisma and an ability to tell a good story

2009 HP Confidential template rev. 12.10.09

Influential Skills 2. Are you a good communicator?

INFLUENCING - PERSUASIVE COMMUNICATION

Not only talking but listening and being perceptive

2009 HP Confidential template rev. 12.10.09

Influential Skills 3. Are you a sales person?

INFLUENCING - PERSUASIVE COMMUNICATION

2009 HP Confidential template rev. 12.10.09

Influential Skills 4. Are you a team builder?

INFLUENCING - PERSUASIVE COMMUNICATION

Are you in it for you or for the team?

2009 HP Confidential template rev. 12.10.09

Influential Skills 5. Are you a coach?

INFLUENCING - PERSUASIVE COMMUNICATION

Do your peers come to you for advice or guidance?