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The Power of Persuasion and IT Training

The Power of Persuasion and IT Training. ILTA | User Support Peer Group June 4th, 2009. About EncoreTech. Productivity through Software Training End-User Training and Support Pre-rollout Consulting Train the Trainer Documentation and Curriculum Development Project Management

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The Power of Persuasion and IT Training

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  1. The Power of Persuasionand IT Training ILTA | User Support Peer GroupJune 4th, 2009

  2. About EncoreTech • Productivity through Software Training • End-User Training and Support • Pre-rollout Consulting • Train the Trainer • Documentation and Curriculum Development • Project Management • Software Reseller

  3. Jeffrey Roach | President EncoreTech (p) 404.549.5750 (m) 404.394.9072 jroach@encoretech.com Jeffrey Roach Jeffrey Roach has been working with law firms for the last 20 years designing and delivering learning strategies. Currently the President of EncoreTech, he works with top law firms and training departments around the country on maximizing the value of their training and support dollars. Jeffrey holds a B.A. degree from Depaul University and an M.A. from New York University.

  4. Persuasion is the ability to change people’s behavior—to successfully direct them towards the actions and habits you desire for them. Robert B. Cialdini

  5. Persuasion is getting people to do what you want them to do.

  6. 6 Weapons of Influence • Reciprocation

  7. After mailing your holiday cards, you receiveone from someone who wasn’t on your list. You: • Quickly mail them a card—even if you have to go buy one off the shelf. • Add them to your list for next year. • Do nothing.

  8. We feel obligated to return favors to people who have done us favors in the past. Reciprocity

  9. We feel obligated to help people who have helped us in the past. Reciprocity

  10. How would you react? • The Frazzled Co-worker • Elevator Roulette

  11. You’re on your way to lunch, when a frazzledco-worker flags you down and ask for help. • You stop and help • You offer to help after you get back from lunch • You direct them to the help desk

  12. After waiting an eternity the elevator finallyarrives. Just as the doors begin to close, you seea co-worker making a mad dash to get in. • You put out your arm to stop the door from closing • You make a half-hearted attempt to “locate” the Door Open button • You allow the situation to play itself out • You push the Door Close button

  13. Memorialize the Moment • Don’t say, “it’s my job” to the frazzled co-worker. • Say, “I’m happy to help. In a similar situation, I know you’d do the same thing for me.” • Don’t say, “no problem” to your elevator companion. • Say, “They’re really running slow today, I wouldn’t want you to have to wait as long as I did.”

  14. We feel obligated to help people who have helped us in the past. Reciprocity

  15. We feel obligated to help people who have helped us in the past. If I give something up, you should give something up too. Reciprocity

  16. Your Firm is rolling out Word 2007 and you feellike you need 1 full day of training for staff.What do you ask for? • The day that I feel like I need to be successful • The day I need, but would allow that I could probably squeeze it into a half day • A minimum of two days—and that’s going to be tight

  17. I need this much time so that: • The staff can feel comfortable with the user interface and be more productive in their use of the product. • To minimize the risk that the work will not get done on time.

  18. Tips for Building your Favor Bank • Be Helpful • Who can help me?

  19. Tips for Building your Favor Bank • Be Helpful • Who can help me?

  20. Tips for Building your Favor Bank • Be Helpful • Who can help me? • Who can I help? • Don’t minimize your good deeds • Build concessions into your plan • Frame decisions in terms of losses, not gains

  21. 6 Weapons of Influence • Reciprocation • Liking

  22. People are more likely to say yes to people they like. Likeability

  23. In the workplace, am I a likeable person? • Yes • No • I’m not sure

  24. Likeability Factor • Similarities – you and I share a commonality • Compliments – genuine compliments are like currency • Cooperative effort – people like people who pitch in and help out

  25. 6 Weapons of Influence • Reciprocation • Liking • Social Proof

  26. People are guided by the opinions of others, by the wisdom of the the crowd. Social Proof

  27. Keep America Beautiful still resonates with most of us • 1971 Ad Campaign featuring Iron Eyes Cody, the “Crying Indian” • People start pollution; people can stop it

  28. You approach a trash can that is overflowing to the point where people are placing their trash on the ground next to the can. • You add your trash to the growing pile next to the can • You hold on to your trash until you find another trash can

  29. From Blackberrys to iPhones, people like being associated with popular things. • Peer pressure • Name dropping • The in crowd

  30. 6 Weapons of Influence • Reciprocation • Liking • Social Proof • Scarcity

  31. When something is scarce or difficult to come by, we tend to value it more. Scarcity

  32. The Office 2010 Technical Preview starts in July.Would you jump at the opportunity? • Yes • No

  33. Beyond the initial “look through” would youactually use the product? • Yes • No

  34. The illusion of exclusivity • Insider information • Sharing this is like doing someone a favor • Deliberate leaks • The shelf-life for this is really short

  35. 6 Weapons of Influence • Reciprocation • Liking • Social Proof • Scarcity • Authority

  36. We trust experts, and want to hear what they have to say. Authority

  37. Present yourself as an expert • Credentials and trustworthiness • Point out weaknesses in your case, before moving to your strengths

  38. 6 Weapons of Influence • Reciprocation • Liking • Social Proof • Scarcity • Authority • Commitment & Consistency

  39. People like to do the same thing as they’ve done before. Commitment & Consistency

  40. Identify your go-to people, your advocates • Once someone has said yes, they tend to keep saying yes • Written commitments are stronger than verbal

  41. 6 Weapons of Influence • Reciprocation | People feel obligated to return favors • Liking | People want to help people who are likeable • Social Proof | People are influenced by what their peers do • Scarcity | People want things that are in short supply • Authority | People listen to authority figures • Commitment & Consistency | People like to do what they’ve always done

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