Influencing persuasive communication

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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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Think about the situations when you need to bepersuasive & influence


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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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Definition of Influence

The act or power of producing an effect withoutapparent exertion of force or direct exercise of

command


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What is it?


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


Need team cooperation

Need cooperation from someone outside your department

Want to explain and get support from your manager


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IMPORTANT: Consider the other persons perspective


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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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


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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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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 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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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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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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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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Emphasis your expertise If you have technical experience or are a subject matter expert let them know, but dontbe boastful


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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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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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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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What to do when they say No


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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How to be influential


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Influential Skills


1. Can you tell a good story?

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


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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 whatyou 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
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_-_6278


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Influential Skills


6. Are you a Change Agent?

Are you an early adopter or do you drag your feet? People admiretrailblazers.


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Influential Skills


7. Are you trusted?

Are you consistent and level headed? Do you do what you say? Do youwalk the talk?


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Body Language

How to Read It


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Body Language ~ How to Read it


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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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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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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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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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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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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Key Message


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Key Message


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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Thank You

Documents

Influencing persuasive communication