Persuasive Communication Skills PDF, F2021

Communication Skills for Health Services OADM22336 P E R S UASIVE C O M MUNICAT ION Module 4 PERSUASIVE COMMUNICATION Learning to be Persuasive Learning to be Persuasive Persuasion is the ability to use argument or discussion to try to change an individua...

Communication Skills for Health Services OADM22336 P E R S UASIVE C O M MUNICAT ION Module 4 PERSUASIVE COMMUNICATION Learning to be Persuasive Learning to be Persuasive Persuasion is the ability to use argument or discussion to try to change an individual’s beliefs or actions. Learning to be Persuasive In any profession, knowing how to be persuasive is a vital skill. Persuasion involves influencing your audience’s attitudes and behaviours and motivating individuals to act. The more attractive you can make your message, the more persuasive it will be (p. 290). Meyer, C. (2017). Communicating for results: a canadian student’s guide (4th ed.). Don Mills: Oxford University Press Canada Learning to be Persuasive When would an Office Administrator need to be persuasive at work? Persuasive Techniques 1. Establish credibility People must believe you are telling the truth, you are experienced and you know what you are talking about. Guffey, M., Rhodes, K. and Rogin, P. (2011). Business Communication: Process and Product, (6th Ed.). Toronto: Nelson Education Ltd. Persuasive Techniques 2. Make a reasonable, precise request Explain exactly what you want. Ensure your request is reasonable, doable and attainable. Guffey, M., Rhodes, K. and Rogin, P. (2011). Business Communication: Process and Product, (6th Ed.). Toronto: Nelson Education Ltd. Persuasive Techniques 3. Connect Facts to Benefits Use statistics, examples and analogies to help people understand. Back-up the benefits with concrete evidence. Guffey, M., Rhodes, K. and Rogin, P. (2011). Business Communication: Process and Product, (6th Ed.). Toronto: Nelson Education Ltd. Persuasive Techniques 4. Recognize the Power of Loss What will be lost if we don’t do this… (time, money, competitive advantage, profits, reputation, etc.) Guffey, M., Rhodes, K. and Rogin, P. (2011). Business Communication: Process and Product, (6th Ed.). Toronto: Nelson Education Ltd. Persuasive Techniques 5. Expect and Overcome Resistance Resistance may come in the form of conflicting beliefs, negative attitudes, apathy, skepticism, and opposing loyalties. Prepare in advance for these road blocks. Guffey, M., Rhodes, K. and Rogin, P. (2011). Business Communication: Process and Product, (6th Ed.). Toronto: Nelson Education Ltd. Persuasive Techniques 6. Share Solutions and Compromise Be flexible and strive for solutions that are acceptable to all parties. Involve everyone—people will “buy-in” if they feel they are part of the solution. Guffey, M., Rhodes, K. and Rogin, P. (2011). Business Communication: Process and Product, (6th Ed.). Toronto: Nelson Education Ltd. Communicating Persuasively at Work Communicating Persuasively at Work – Part 1 With a partner, consider strategies you would use to communicate feedback to: Peers—you need to tell your co-worker that they have given you the wrong report and they need to re-do their work Supervisors—you want to convince your supervisor to allow you to work from home on Fridays Mentors—you would like to ask your mentor to allow you to job shadow them for one afternoon a week Communicating Persuasively at Work – Part 2 With a partner, consider strategies you would use to communicate the following to your supervisor: Getting assistance at work Asking for extensions when required Saying NO to a request Crucial Conversations in the Workplace Crucial Conversations How can you prepare for a difficult conversation? How do you find the right words in the moment? How can you manage the exchange so it goes as smoothly as possible? Crucial Conversations A crucial conversation is “a discussion between two or more people where: (1) the stakes are high, (2) opinions vary, and (3) emotions run strong ” and the outcome greatly impacts their lives (p. 3). Patterson, Grenny, McMillan & Switzler (2002). Crucial conversations: tools for talking when stakes are high. United States: McGraw-Hill. Crucial Conversations Three Ways of Handling Crucial Conversations: 1. Avoid them. 2. Face them and handle them poorly. 3. Face them and handle them well. Patterson, Grenny, McMillan & Switzler (2002). Crucial conversations: tools for talking when stakes are high. United States: McGraw-Hill. Crucial Conversations Reasons for handling crucial conversations poorly: Biology: high adrenaline, high blood flow to arms and legs (fight or flight), low blood flow to the brain They arise without warning: catch us by surprise Confusion: they require us to improvise, often without rehearsal time Self-defeating behaviour: we do or say the wrong thing, something that makes it worse Patterson, Grenny, McMillan & Switzler (2002). Crucial conversations: tools for talking when stakes are high. United States: McGraw-Hill. Crucial Conversations Strategies for managing crucial conversations: Speak persuasively, not abrasively by expressing views in a way that makes it safe for others to hear them (and even disagree) Consider using the ABC’s of managing crucial conversations A: Agree - Agree where you do (disagreement typically is over on 5-10% of the facts/information) B: Build - Build on the base of what you have agreed upon; try to find more common ground C: Compare - When you do differ significantly, don’t suggest others are wrong; compare your two views Patterson, Grenny, McMillan & Switzler (2002). Crucial conversations: tools for talking when stakes are high. United States: McGraw-Hill. Crucial Conversations Strategies for managing crucial conversations: Ensure the communication process is in place and there is a free-flowing of relevant information. Consider the following questions: 1. What do I really want for myself? 2. What do I really want for others? 3. What do I really want for the relationship? 4. How would I behave if I really wanted these results? Patterson, Grenny, McMillan & Switzler (2002). Crucial conversations: tools for talking when stakes are high. United States: McGraw-Hill. Crucial Conversations Scenario: You are an Administrator in a small clinic. Your supervisor, Patty, calls you into her office to tell you that your peer at work, Jennifer, has concerns about the quality of your work. Jennifer has listed three specific areas where she feels you are weak and not doing a good job. Her concerns are: 1. Errors on documents 2. Being rude to clients 3. Arriving late to work Part 1: With a partner, discuss the 4 questions on the previous slide, and consider your answers. Crucial Conversations Scenario: You are an Office Administrator in a small clinic. Your supervisor, Patty, calls you into her office to tell you that your peer at work, Jennifer, has given her a list of concerns about the quality of your work. She has listed five specific areas where she feels you are weak and not doing a good job. Part 2: Assuming you have set up a meeting with Patty and Jennifer, with a partner consider the A, B, C’s of your conversation. Persuasive Presentations Presentation Techniques A reminder from Term 1 Professional Presentation… Organizational Structure of a Presentation Organizing Your Presentation Introduction:  Capture attention with a promise, story, startling fact, question, quotation, problem, or story.  Establish your credibility by identifying your position, expertise, knowledge, or qualifications.  Preview your main points. Guffey, M., Rhodes, K. and Rogin, P. (2011). Business Communication: Process and Product, (6th Ed.). Toronto: Nelson Education Ltd. Organizing Your Presentation Body:  Develop 3 - 5 main points. Streamline your topic and summarize its principal parts.  Arrange the points logically: chronologically, from most important to least, by comparison and contrast, or by some other strategy.  Have extra material ready. Be prepared with more information and visuals if needed. Guffey, M., Rhodes, K. and Rogin, P. (2011). Business Communication: Process and Product, (6th Ed.). Toronto: Nelson Education Ltd. Body (continued):  Use minimal text on your slides (7x7 rule)  Use pictures, numbers, words to grab attention and don’t expect audience to read a large amount of text  Be careful using animations and transitions – don’t make your audience dizzy! Guffey, M., Rhodes, K. and Rogin, P. (2011). Business Communication: Process and Product, (6th Ed.). Toronto: Nelson Education Ltd. Organizing Your Presentation Conclusion: Summarize your main themes.  Leave the audience with a specific and memorable “takeaway.” Tell how listeners can use this information, why you have spoken, or what you want them to do.  Include a statement that allows you to leave the podium gracefully.  (Not just, “that’s it!”) Guffey, M., Rhodes, K. and Rogin, P. (2011). Business Communication: Process and Product, (6th Ed.). Toronto: Nelson Education Ltd. Analyzing the Structure of Persuasive Messages For effective, persuasive presentations, use the four-part persuasive pattern: 1. Gain Attention 2. Build Interest 3. Reduce Resistance 4. Motivate Action Guffey, M., Rhodes, K. and Rogin, P. (2011). Business Communication: Process and Product, (6th Ed.). Toronto: Nelson Education Ltd. Analyzing the Structure of Persuasive Messages Gain Attention  Anecdote, story or personal experience  Statistic or relevant data  Quotation, familiar phrase, or definition  Rhetorical question  Issue, or problem  Statement of topic Analyzing the Structure of Persuasive Messages Build Interest  Describe what it does for the participant (ie., saves money, makes money, reduces effort, improves health, produces pleasure, boosts status) Analyzing the Structure of Persuasive Messages Reduce Resistance  Counter anticipated reluctance with testimonials, further research, explanations. Show value of proposal/proposition Analyzing the Structure of Persuasive Messages Motivate Action  Close with repeating the central selling point/main benefits  Consider: What should the audience know, feel or do as a result of your presentation?  How can you motivate them to action? Team Persuasive Presentation Sample of Persuasive Presentation Shark Tank Episode Review In the video, did you see the following persuasive strategies? Gain Attention Build Interest Reduce Resistance Motivate Action Introducing Group Video Presentations in SLATE Video Overview: https://vimeo.com/352985871 Persuasive Presentation Review Assignment handout Review the folder and tools on SLATE Choose a topic and submit Once approved, begin working through the Team Presentation Worksheets Choose one group member to schedule a group meeting … Scheduling Group Meetings Choose a group member to schedule your first meeting: https://bongolearn.zendesk.com/hc/en-us/articles/360000395734- Learners-How-to-Schedule-a-Virtual-Classroom-Meeting Time to get started … As a group, choose someone to set up a group meeting. Meet, and submit your completed Choice of Charity form by FRIDAY, OCTOBER 22 at 5:00 PM. You will find this fillable form located in the Persuasive Presentation Assignment folder on SLATE Submit 3 charity choices, in order of preference Choices are approved on a first come, first served basis Submit as soon as possible to maximize your group’s chances of getting your top choice Once your choice has been approved, start working on the Team Presentation Worksheet You will find this form in the same folder as the Choice of Charity form