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Step Up American Pragmatics and CultureSpring 2012Ms. Candice Quinones
PERSUADING, COMPLAINING,
DEMANDING, APOLOGIZING, AND
INTERRUPTING
Helping them to see it your way
PERSUADING
1 : to cause (someone) to do something by asking, arguing, or giving reasons
2 : to cause (someone) to believe something : convince
Source: Merriam Webster’s Learners Dictionary (Online)
DEFINITION: PERSUADE
For persuasion to be truly effective, according to Aristotle, three elements must be present: Trust (Ethos) –Reputation, Character, Credibility
Logic (Logos) –Evidence, Reason Emotions (Pathos) –Values, Goals, Interests, Beliefs
EFFECTIVE PERSUASION
Trust (Ethos). Trust is the expectancy of people that they
can rely on your word. It can be granted automatically based on your
job title, your credentials, or your reputation, or built through integrity and consistency in relationships.
Logic (Logos). Your point must make perfect sense.Emotion (Pathos). Your argument must appeal to the emotional
man – to his or her imagination, and thus to the emotions.
PREREQUISITES OF PERSUASION
Source: the quality and credibility of sourceMessage: what, when and how you say;
repeat your key pointsMedium: use the right channel to reach your
audiencePublic: you must know your audienceEff ect: Did the persuaded audience do what
you wanted it to do?
ELEMENTS OF PERSUASION
Attention: Get their attentionNeed: Trigger a need that the listener has.
A stimulated need = the person seeking a solution.
Satisfaction: Propose a way to meet and satisfy the need that you have just stimulated.
Visualization: Help them visualize the solution in place.
Action: Prompt the person into implementing the solution that you proposed.
MONROE’S MOTIVATED SEQUENCE
Human Needs
PERSUASION S.P.I.C.E
S – SimplicityP – Perceived Self-InterestI – IncongruityC – ConfidenceE – Empathy
If you want somebody to remember something, make it simple.
If you want to reinforce a point, say things in threes.
Use repetition.
SIMPLICITY
People do things that they think are in their own interest. If you can convince other people that an idea is
good for them, then they will likely go along with it.
Always remember WIIFM and WAMI. WIIFM: 'What's In It For Me'. WAMI : 'What's Against My Interests'.
PERCEIVED SELF-INTEREST
Incongruous things do not fit together. When things are not as they 'should' be, we become
confused. We seek any solution, including self-deception, to
resolve our discomfort. We will see what we want to see rather than what is
actually there. We may pay a lot of attention to the incongruity, and
miss all kinds of other things going on, or ignore the incongruity completely as we are unable to process it.
In persuasion, this means the confused person may pay attention to incongruity and miss things you want them to miss.
INCONGRUITY
Be assertive.Act big and people will assume you are big.If you speak like you know what you are
saying, then it is amazing what you can get away with.
CONFIDENCE
Definition: ’Feeling what others feel' Showing empathy gains trust which
increases your chance of persuading.
Things to do:Know what the other person is feeling.
Show that you care.
EMPATHY
1. Discover2. Easy3. Good4. Save 5. Guaranteed6. Proven7. Money8. Safe
9. New10.Results11.Own12.Free13.Freedom14.Health15.Best16.Investment
THE 16 MOST PERSUASIVE WORDS
When something is wrong
COMPLAINING
1: to say or write that you are unhappy, sick, uncomfortable, etc., or that you do not like something
2: to say (something that expresses annoyance or unhappiness)
Source: Merriam Webster Learner’s Dictionary (Online)
DEFINITION: COMPLAIN
Complaining and GrammarComplaining in person
State your case – tell them what was wrong Be clear about what you would like them to do and when
you want it done. Stay calm. Be assertive but not aggressive.
Complaining over the phone Record what was said and who you spoke to in writing. Keep records of when you called.
How To Complain in a Restaurant
COMPLAINING
Getting what you want
DEMANDING
1 : to say in a forceful way that something must be done or given to you : to say that you have a right to (something)
2 : to say or ask (something) in a very forceful way
3 : to require (something)
Source: Merriam Webster Learner’s Dictionary (Online)
DEFINITION: DEMAND
Use 'Can you tell me why ' a full clause in the positive statement form (S V O). Notice that this is an indirect question and requires a question mark (?).
Use 'I don't understand why ' a full clause in the positive statement form (S V O). Notice that this is a statement and does NOT require a question mark (?)
Use 'Can you explain why ' a full clause in the positive statement form (S V O). Notice that this is an indirect question and requires a question mark (?).
Use 'Why is it that' a full clause in the positive statement form (S V O). Notice that this is an indirect question and requires a question mark (?).
DEMANDING EXPLANATIONS
Use 'How come' a full clause in the positive statement form (S V O). Notice that this is an indirect question and requires a question
mark (?).
Use 'Does this mean (that)' a full clause in the positive statement form (S V O). Notice that this is an indirect question and requires a question
mark (?).
Use 'Do you (really) expect me to believe (that)' a full clause in the positive statement form (S V O). Notice that this is an indirect question and requires a question
mark (?).
DEMANDING EXPLANATIONS
“I’m sorry”APOLOGIZING
To express regret for doing or saying something wrong : to give or make an apology
Source: Merriam Webster’s Learners Dictionary (Online)
DEFINITION: APOLOGIZE
I'm very sorry for / that ...
I apologize if I ...
I apologize for (+ ing form of verb)
Please forgive me for …
I didn’t mean to …
EXPRESSIONS
Apology Take responsibility and say you are sorry. Ex. I am sorry that I ate your apple.
Reason Tell them why you did what you did (if
appropriate). Ex. It was on my desk, and I didn’t know it
belonged to you.Promise
Promise you will try not to do it again. Ex. Next time, I will ask before eating something.
FORMULA FOR APOLOGIES
Butting in…INTERRUPTING
1 : to ask questions or say things while another person is speaking : to do or say something that causes someone to stop speaking [+ obj]
2 [+ obj] : to cause (something) to stop happening for a time
3 [+ obj] : to cause (something) to not be even or continuous : to change or stop the sameness or smoothness of (something)
DEFINITION: INTERRUPT
When the person has finished saying what they have to say
When the person speaking slows downWhen the speaker pausesWhen they send non-verbal signals that they
are finishing or are ready for interruption.When the speaker has had a fair amount of
time to speak.
WHEN TO INTERRUPT
Agreement Interrupt: Enthusiastically agree.Body Language Interrupt: Non-verbal signal
intent to butt in.Clarification Interrupt: Ask for clarification.
Check you understand.Continuation Interrupt: Pick up where they
might leave off.Disagreement Interrupt: Disagree with what is
said.Disinterest Interrupt: Appear disinterested in
what they say.
WAYS TO INTERRUPT
Distraction Interrupt: Become distracted by something else.
Encouragement Interrupt: Keep them talking.External Interrupt: Use a third party to
interrupt.Identity Interrupt: Prod the identity of the
person.Loudmouth Interrupt: Talk more loudly than
the other person.Motormouth Interrupt: Jump in and talk
quickly.
WAYS TO INTERRUPT
Question Interrupt: Just ask them a question.
Power Interrupt: Use your power to grab
control.
Permission Interrupt: Ask if you can interrupt.
Touch Interrupt: Touch them gently as you
interrupt.
'Yes, and' Interrupt: Say 'Yes, and,...'
'Yes, but' Interrupt: Say 'Yes, but...’
WAYS TO INTERRUPT
Time to PracticeQUESTIONS?