Persuasion in the Interpersonal Context

1. Persuasion in the Interpersonal Context Monica Luangrath & Melissa Green

2. Interpersonal Persuasion • One person is attempting to induce change in the belief, attitude, or behavior in one other person. • Focuses on face-to-face interaction with others. • Is purposeful and persuasive.

3. How to Convince People to do Whatever You Want • YouTube - How To Convince People To Do Whatever You Want

4. 3 Contexts of Interpersonal Persuasion • Organizations • Sales • Interviews

5. Organizations • Corporate Communications • Public Relations • Employee Relations • Advertising • Internal and external activities • Informal and formal communication • Upward, downward, and lateral flow of communication

6. Flow of Communication • Research findings • People higher in the organization communicate more while performing their jobs than do people lower in the organization. • Job responsibilities significantly impact quality and direction of communication activities. • Communication within the organization is usually initiated by someone higher in the organization. • People of the same status are more likely to discuss problems and solutions between each other than with someone of higher status. • Job satisfaction, trust in superiors and mobility aspirations influence willingness to engage in upward communication. • Physical proximity results in more interactsion.

7. Three Models of Organization-Employee Interaction • Exchange Model – Organization incentives and rewards provide employee motivation for productivity, employee participation is limited, rules seldom changed. • Socialization Model – Organization actively persuades employees about the value of organizational goals and objectives, still little direct employee participation. • Accommodation Model – Employees actively participate in shaping organization rules and production goals. They attempt to maximize skills, abilities and unique characteristics of each employee. They become partners in the problem-solving and decision-making activities of the organization. Positive interpersonal relationships are crucial to the very survival of individuals, teams and organization, especially when communicating with superiors.

8. Four Approaches When Dealing with Superiors • Ingratiating: employee is overly friendly and warm • Tactitian: employee uses reason and evidence in support of statements and requests • Bystander: employee generally avoids contact with supervisor • Shotgun: employee relies on a variety of approaches From a strategic approach, Eisenberg & Goodall suggest the tactic of Managing Up – a performance that makes the boss look good. The best way to do this is by leaning how to read the supervisor’s needs and preferences and designing arguments to accomplish goals.

9. 3 Classification of Teams • Most employees in the U.S. work in some type of team based unit. • Project Teams – Organized around the design and development of new products or services. • Work Teams – Responsible for the entire task process that delivers a product or service to a client. • Quality-Improvement Teams – Focus on customer satisfaction and team performance evaluation leading to reduce costs.

10. Organizational Roles • Through interaction with others we develop various organizational roles. Within teams, individuals usually assume one of the three roles… • Task Role – members summarize and evaluate ideas, a major part in idea generation and performance progression. • Maintenance Role – members are active in reducing tension of conflict to maintain harmony and morale. • Self-Centered Role – harmful to teams, individuals dominates all aspects of the project and communication exchanges. • Successful teams exhibit mutual respect, high degree of cooperation and self monitoring behaviors that focus on others not self.

11. Organizations • http://www.youtube.com/watch?v=qkd1M2kXpXw&feature=related • http://www.youtube.com/watch?v=J9_l9O1x284

12. Sales • In a sense we are all salespeople • The basic appeals, strategies, and tactics of persuasion are essential to successful sales • There are multiple approaches to sales (below are 2): • Selling Formula Approach – Idea that there are certain product attributes that will be attractive to all individuals regardless of situation or context. Treats all customers alike, sales result form taking customer through a series of mental states: attention, interest, desire, and action. • Need-Satisfaction Approach – Assumes that purchases are made to satisfy needs. Requires greater conversation and persuasion skill because in order to make a sale, one must identify the customer’s needs and show hwo the product/services will meet those needs.

13. Sales • http://www.youtube.com/watch?v=2cyNc7cP68I&feature=related • http://www.youtube.com/watch?v=E7F8VW0pr8g • Here’s a clip on how to use the “law of consistency” to persuade people. People like consistency because it gives them a level of comfort. • http://www.youtube.com/watch?v=gOjOMFXLo_E

14. Interviews • Definition by Charles Stewart and William Cash: • “An interactional communication process between two parties, at least one of whom has a predetermined and serious purpose, that involves the asking and answering questions.” Or • “An interview is a formal communication transaction where one or both of the parties have specific behavioral objectives in mind.”

15. Example of When Face-to-Face Interview are most Beneficial as Opposed to Instantaneous Communication (e-mail, cell phones, and PDA’s) • If it is necessary to verify identity • If it is necessary to challenge/question information on the application

16. Benefits of Face-to-Face Interviews • Valuable information can be revealed through non-verbal communication. • Responses during these interviews are often longer and more detailed. • Interviewees are more likely to share personal information.

17. Interviews • http://www.youtube.com/watch?v=RitEuTQGwXg&feature=related • http://www.youtube.com/watch?v=Q6L_PvrWGpQ • http://www.youtube.com/watch?v=J67ykNNelt8

18. 8 Variables of Interpersonal Persuasion • Verbal • Nonverbal • Power and Control • Compliance-Seeking Messages • Conflict • Gender Differences • Culture and Diversity • Leadership

19. Kathleen Reardon’s Definition of Interpersonal Persuasion • The behavior that takes place “when two or a few people interact in a way that involves verbal and nonverbal behaviors, personal feedback, coherence of behaviors, and the purpose of changing attitudes and/or the behaviors of others.”

20. Exam/Discussion Questions • Interpersonal Persuasion is one person attempting to induce change in the belief, attitude, or behavior in one other person and focuses on face-to-face interaction with others. T or F • What are the three contexts of Interpersonal Persuasion? • What is one benefit of face-to-face interviews?