Art of Persuasion Team Exercise
One of the techniques of persuasion is the ability to make others feel in control: by framing options and explaining why – rather than telling people what to do.
People who master the art of persuasion are more effective in their job, they are respected and admired by socially and in a work environment.
Consider these examples:
People who master the art of persuasion are more effective in their job, they are respected and admired by socially and in a work environment.
Consider these examples:
| Not so persuasive… | More persuasive… |
|---|---|
| “If you don’t return the car with a full tank, you’ll be charged a fee.” | “When you return the car, you can choose to return the car with a full tank to save money, or we can fill it for you for a fee. What would you prefer?” |
| “Madam we’ve run out of the Shiraz, here’s the wine menu, would you like to choose another?” | “Madam, you must have good taste, that wine is sold out. Would you like to try this shiraz from the same region, or can I recommend this one from the Barossa Valley?” |
Master the art of persuasion in 3 steps:
Step 1: Draw a table on white board
Like this:
Step 1: Draw a table on white board
Like this:
| Less persuasive | What’s in it for them? | Options | More persuasive |
|---|---|---|---|
Step 2: Think of three situations where customers need persuading
Fill in the 1st column by writing down three common, work related situations e.g. getting a customer to fill in a form, or getting a customer to consider insurance.
Step 3: What is in it for the customer and what are their options? Fill in the table.
Here is an example:
| Less persuasive | What’s in it for them? | Options | More persuasive |
|---|---|---|---|
| Mr Smith, I’m sorry you haven’t filled in the form completely. You’ll have to fill in a new application and send it in. | Getting the loan approved quickly so that they can secure the property. | Send in the form via email or go into a branch. | Mr Smith, the form is missing 1 thing. So that we can help you secure the property quickly, would you be able to go into a branch or would you prefer to send me one via email? |
| Mr Smith, I’m sorry I am not permitted to do that, even if I have your verbal consent | To save time | Do it himself or get a power of attorney | I see you want to save time. Your options are to get someone with power of attorney to do it for you, or would it be easier if you did it yourself? |
Top three tips
- What’s in it for them? The common mistake people make is that they state reasons that the customer doesn’t particularly care about. Here are some examples of reasons that are not good reasons in the customer’s eyes:
- “My computer does not allow me to do that…”
- “I can’t because it is handled by another department…”
- “That not the process…”
- “I don’t have the authority to do that…”
- “It’s the bank’s policy so we need you to…”
- In framing options, start with options that are normally available to the customer. Notice that in the examples provided above, the options haven’t required you the need to make special policy exceptions for the customer.
Here’s a non-work related example below.
- What’s in it for you? When you master the art of persuasion, you live a happier life at work and at home. At work, you’re more likely to avoid conflict with irate customers, and earn the trust of people around you. At home, you’llavoid becoming the “nagger, and get your way more often.
- Keep a copy of the outputs of this exercise near your desk to remind you to use the technique; or
- Watch episode 4 of Ridiculously Difficult People on Xempli.
Important: the statements above may be true, but if you want to avoid making customers frustrated, then avoid using them!
| Less persuasive | More persuasive |
|---|---|
| Johnny, it takes me a long time to make your lunch, and it’s a waste of money – eat your lunch! | Johnny, if you eat your lunch you’ll have more energy to play afternoon football and score more goals. Would you prefer a sandwich or biscuits and cheese? |
In the example above, Johnny’s Dad didn’t need to resort to bribes such as a treat.
To master the art of persuasion, you can:
What would you prefer?
