Upload
fshahzad79
View
212
Download
0
Tags:
Embed Size (px)
Citation preview
Anthony Rees• Facilitation, Training and Personal Development Consultant
• BSc (Hons), MBA, MBTI, SDI, Belbin & DISC Accredited
• Fellow Institute of Management Consulting
• 20 years FS / Management Consultancy and client facing roles
• Consultancy and Sales
• Clients include Visa International, BAE Systems, Nokia Siemens, SmartStream, Odyssey, Wall Street Systems, Motorola, BT, PSD Group, Hedra, Capita & Capco.
• FS Clients include JPMorgan Chase, Deutsche Bank, ABN, ING, EBRD, BNP Paribas
What is Influencing?
Successful influencing means getting a result which meets the legitimate needs of both sides.
Influencing is not……..
• Forcing others to accept your point of view• Continuously nagging until they agree• Bargaining• Giving in to someone else’s view, even when
you believe that they are morally wrong• Giving advice
Agenda
• Aristotle art of persuasion• Stakeholder analysis• Trusted Advisor• Trust Equation• Pull / push skills• Influencing Strategies
Ethos, logos, pathos
YouYour clientMessage
Ethos PathosLogos
CredibilitySelf-confidence
PresenceAuthority
Content and benefits of the message
Your understanding of and empathy with
your client
Ethos, pathos, logos
We need a minimum amount of each component, otherwise the client won’t listen to us
Talking about facts and targetsGiving opinions and judgements Insisting on a point of viewNegating or going against the
other’s perceptions
Push Pull
Push and pull
Asking about values, principles, priorities and needs
Interest in the other’s perceptions and emotions
Asking the other to explain themselves and/or give examples of what they mean
Inviting new ideas, helping to flesh them out
Encouraging new perspectivesRespecting the other’s integrity
Success factors
The quality of the ideas
The credibility and authority of the speaker
The ability to make the right people at your support your proposals
Push
The quality of the questions used to obtain information and check understanding
The capacity to put yourself in your client’s shoes
The ability to build on your client’s proposals
Pull
• Umm, good morning, I mean good afternoon ladies and gentlemen, this is Captain Rees and I think we may be somewhere near London on hopefully our final approach to London Heathrow. It is uncertain when we will land as air traffic control may or may not let us land, but hopefully I will try and get you down there sometime soon.
How to increase your ethos, logos, pathos
YouYour clientMessage
Ethos PathosLogos
Prepare meetingsFollow-up actions
Calm confident voice and body language
Prepare message
Ask many open questions to find out your client’s
priorities
14
People: stakeholder analysis
Who are the key people involved in this?
How influential is this person?
(H M L)
Decision Maker
Influencer
Their view of you
Supporter
Neutral
Against
What does each want to happen? Why?
16
A Trusted Advisor (David Maister)
Subject matter expert
Trusted Advisor
Brea
dth
of b
usin
ess
issu
es
Depth of Personal Relationship
17
The Trust Equation (Maister)
T = C + R + I S
Where:T = TrustworthinessC = CredibilityR = ReliabilityI = IntimacyS = Self orientation
Trust Realms (Maister)
Component Realm Example
Credibility Words I can trust what he says about……..
Reliability Actions I can trust her to…
Intimacy Emotions I feel comfortable discussing this….
Self orientation Motives I can trust that he cares about……..
Individual Failings (Maister)
Poor marks on Get characterised by:
Credibility Windbags
Reliability Irresponsible
Intimacy Technicians
Self – orientation Devious
Four Pull Skills of Influencing - Jenny Rogers
• Create rapport• Authentic listening• Ask open questions• Be assertive
Create Rapport
• Body language – Open posture, tone of voice gesture, eye contact, how we occupy a space.
• Matching – body language, way you occupy a space,
Listening…the other side of communication
Messages must be received as well as sent. A good question to ask yourself is, are you really listening or simply waiting for your turn to talk? If you are thinking about your reply before the other person has finished, then you are not listening!
Too many people see communication as merely speaking.
Poor listening habits are:
• Not paying attention• Not answering concerns, because you haven’t
really heard the client• Rambling on, changing topics• Feeling defensive• Interrupting• Listening for points of disagreement
Effective listening behaviour consists of:
• Focusing on the speaker• Listening for the whole message• Listening without thinking what you are going
to say next• Hearing before evaluating• Addressing concerns with specific answers• Paraphrasing what was heard• Watching nonverbal cues
Asking questionsA man is pushing a car to a hotel. When he gets there the hotel owner demands a large sum of money.
Why?
QuestionsI keep six honest serving men
(They taught me all I knew);
Their names are What and
Why and When
and How and Where and Who.Rudyard Kipling: "Just so stories"
Questioning Styles
• An OPEN question is one that encourages a full response
• A CLOSED question is one that can be answered with a short answer
Assertiveness
• Ask for what you want• Set the request straightforwardly using ‘I’• Use the persons name• Say no• Explain why?• Have an opinion