Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10,...
-
Upload
trace-elman -
Category
Documents
-
view
217 -
download
2
Transcript of Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10,...
![Page 1: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/1.jpg)
Communicate
To
PersuadeBill Dillon
AASHE Annual Conference – Pittsburgh, PennsylvaniaOctober 10, 2011
![Page 2: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/2.jpg)
Qualifications
![Page 3: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/3.jpg)
Background
![Page 4: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/4.jpg)
Expectations:
1.
2.
3.
4.
![Page 5: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/5.jpg)
How many of you have ever been actively involved in a major negotiation?
Let’s see some hands….
![Page 6: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/6.jpg)
None of none of the above
So I’ll assume that the rest of you have never…….
• Ask for a raise• Been asked for a raise• Bought a car• Planned a vacation with a spouse• Been a parent of a five year old child• Been a five year old child
![Page 7: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/7.jpg)
You are about to begin an important negotiation. Your objective is to ______?
![Page 8: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/8.jpg)
Traditional negotiations continuum:
Competitive
Collaborative
Cooperative
![Page 9: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/9.jpg)
Negotiations Continuum
Competitive
Collaborative
Cooperative
“I win – You lose”
“Let’s work together to create a bigger
pie”
“We’ll divide the pie fairly”
![Page 10: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/10.jpg)
Even in a traditional negotiation your objectives should be twofold:
Collaborative
Cooperative
Achieve immediate objective
Elevate the relationship
Competitive
![Page 11: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/11.jpg)
Learning outcomes for this session
1. Focus on elevating the relationship
2.
3. 4.
![Page 12: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/12.jpg)
Negotiation
Persuasion or
Communication
Now that we will all be focusing on elevating relationships….
![Page 13: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/13.jpg)
Persuasion begins by identifying where your relationship is on the continuum.
Competitive
Collaborative
Cooperative
![Page 14: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/14.jpg)
Where is this on the continuum?
Ben Stiller & Hank Azaria – Night at the Museum: Battle of the Smithsonian
![Page 15: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/15.jpg)
Aristotle described three devices that classified a speaker’s persuasive appeal:
1.Ethos (authority) – qualified to speak
2.Pathos (emotion) – ability to connect with the other party
3.Logos ( logic) - the clarity of the claim, the effectiveness of supporting evidence
Interest in approving one’s persuasion skills dates back to the 4th century B.C.
![Page 16: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/16.jpg)
There are certain behaviors that tend to trigger automatic responses in others. In negotiations theory these behaviors are called tactics. Whether intentional or unintentional, tactics advance immediate objectives. Tactics usually do not elevate relationships.
A key take-away from the literature….
![Page 17: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/17.jpg)
A first group of tactics focus on basic emotions……
Confrontation
Threat
Tease
Position
![Page 18: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/18.jpg)
Something as simple as where you sit during a conversation is important.
Chevy Chase & Brian Doyle – National Lampoon’s Christmas Vacation
![Page 19: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/19.jpg)
A first group of tactics focus on basic emotions……
Confrontation
Threat
Tease
Position
Flinch
![Page 20: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/20.jpg)
Is there any doubt about who is in charge?
Michael Kaufman & Brian Doyle – National Lampoon’s Christmas Vacation
![Page 21: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/21.jpg)
• Create a neutral environment
• Ask first for input from others before sharing your ideas
• Specifically state that you value the other person’s opinion
When you are in a position of authority how might you minimize emotional factors to elevate the relationship ?
![Page 22: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/22.jpg)
A second group of tactics attempt to cast the speaker as powerless….
Confrontation
Position
Flinch
Tease
Threat
Messenger
Never get approved
Third-party pressure
Violins
Deadline
![Page 23: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/23.jpg)
How many tactics do you recognize here?
Elliott Gould – Devil and Max Devlin
![Page 24: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/24.jpg)
A third group of tactics rely more on the appearance of being reasonable or logical .
Confrontation
Position
Flinch
Tease
Threat
Messenger
Never get approved
Third-party pressure
Violins
Deadline
Foggy memory
Fair & reasonable
Expert information
![Page 25: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/25.jpg)
Michael Douglas & Charlie Sheen – Wall Street
One of the most commonly used tactics is...
![Page 26: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/26.jpg)
Learning outcomes for this session
1. Focus on elevating the relationship.
2. Tactics only work if the receiving party is not aware of them.
3.
![Page 27: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/27.jpg)
Tactics as Counter-tactics
Never get approved
Deadline
Competition
Limited authority
Brackets
Third-party pressure
Fair and reasonable
![Page 28: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/28.jpg)
But remember our goal:
Elevate the relationship
Achieve immediate objective
![Page 29: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/29.jpg)
More Effective Countermeasures
• Disclose feelings
• Legitimacy
• Cesura•
•
![Page 30: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/30.jpg)
• Disclose personal feelings, then
• ask for help understanding
Disclose Feelings
![Page 31: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/31.jpg)
Scenario: It is 4:00 pm on Friday afternoon and a colleague comes into your office to ask if you could help them build a PowerPoint presentation for a recycling initiative that they have been working on for months. The presentation is due on Monday. You have promised your significant other that you will take them to the beach this weekend.
Disclose Feelings
![Page 32: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/32.jpg)
• Depersonalize the issue
• Strengthen your position with
• Reputation
• Expertise
• Data
Legitimacy
![Page 33: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/33.jpg)
Scenario: The Dean of Engineering stops by your office with drawings for her new academic resources center. The plan requires that you relocate a recycling station that you have been working on for two years. You have no other space available for this station. The Dean indicates that she wants to begin construction by the end of the week.
Legitimacy
![Page 34: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/34.jpg)
Cesura
![Page 35: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/35.jpg)
Cesura
One
![Page 36: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/36.jpg)
Cesura
Two
![Page 37: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/37.jpg)
Cesura
Three
![Page 38: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/38.jpg)
Cesura
Four
![Page 39: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/39.jpg)
Cesura
Five
![Page 40: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/40.jpg)
Cesura
Six
![Page 41: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/41.jpg)
Cesura
Seven
![Page 42: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/42.jpg)
Cesura
Eight
![Page 43: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/43.jpg)
Cesura
Nine
![Page 44: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/44.jpg)
Cesura
Ten
![Page 45: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/45.jpg)
Cesura
Scenario: A direct report asks you for permission to take a sick day tomorrow but you already overheard her making plans to go to a baseball game. When you explain that you really need her at work she gets angry and accuses you of being tougher on her than other co-workers.
![Page 46: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/46.jpg)
Learning outcomes for this session
1. Focus on elevating the relationship.
2. Tactics only work if the receiving party is not aware of them.
3. Practice positive countermeasures
![Page 47: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/47.jpg)
A little practice…..
Scenario: You are the Sustainability Director for a mid-sized university. You have been working on your budget for months and do not believe that it is possible to fulfill your responsibilities without a 2% increase in your budget for the following year.
In a private meeting with the Chair of the Faculty Senate, she advises you, “the faculty voted last night to recommend cutting funding for sustainability initiatives by 50% to fund an increase of 4 to 6% for faculty salaries this year. ”
![Page 48: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/48.jpg)
Practice, practice, practice…..
![Page 49: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/49.jpg)
Now the fourth session outcome and perhaps the greatest ah-ah.
![Page 50: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/50.jpg)
There are only two acceptable responses to a demand.
Non-concession with explanation
Conditional concession with counter demand and explanation.
![Page 51: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/51.jpg)
It’s all very simple
Request/demand
Listen & Acknowledge
Clarify/ Test
Yes NoConditional acceptance with counterdemand
Non-acceptance with explanation
Confirm and restate agreement
Yes No
Agreement?
![Page 52: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/52.jpg)
Learning outcomes for this session
1. Focus on elevating the relationship.
2. Tactics only work if the receiving party is not aware of them.
3. Practice positive countermeasures.
4. There are only two acceptable responses to a demand.
![Page 53: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/53.jpg)
How does this differ from the first film clip in this session?
Dennis Quaid – The Rookie
![Page 54: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/54.jpg)
Learning outcomes for this session
1. Focus on elevating the relationship.
2. Tactics only work if you are not aware of them.
3. Practice positive countermeasures.
4. There are only two acceptable responses to a demand.
5. Most successful relationships begin with caring more about the other party.
![Page 55: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/55.jpg)
The Fifth Takeaway
Matthew McConaughey – Ghosts of Girlfriends Past
![Page 56: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/56.jpg)
Learning outcomes for this session
1. Commit to elevating your relationship.
2. Recognize when tactics are influencing your behavior.
3. Practice positive countermeasures.
4. Consider a conditional response.
5. Care.
![Page 57: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/57.jpg)
There are countless publications regarding negotiation and persuasion.
Negotiating Skills, Tim Hindle, DK Publishing, ISBN 0-7894-2448-7, 1998, $7.00.
Influence: The Psychology of Persuasion, Robert B. Cialdini, Collins Business Essentials, ISBN 978-0-06-124189-5, 2007, $12.23
![Page 58: Communicate To Persuade Bill Dillon AASHE Annual Conference – Pittsburgh, Pennsylvania October 10, 2011.](https://reader036.fdocuments.in/reader036/viewer/2022062421/56649c8f5503460f949481fe/html5/thumbnails/58.jpg)
Thank you for spending this time with me.
I sincerely hope you takeaway at least one memorable thought from this session. I welcome questions, comments, feedback, suggestions for improvements, anecdotes, movie clips, office visits and e-mails if you’d ever like to talk further.