Influencing Approaches
Power Levers
Communication
Questioning & Listening
Body Language & Tone
100
What is "Circle of concern?" What is the psychological state associated with?
Where one believes they have NO Control over their circumstances: The psychological state is "IF only I..."
100
What are the 3 classifications of power?
Organisation Power, Personal Power, Knowledge Power.
100
What is Communication?
Communication is the accurate transfer of thoughts from the mind of one individual to the mind of another and their acceptance of those thoughts. Therefore, effective communication is dependent upon the degree of understanding and acceptance that occurs between the sender and receiver of the message.
100
What are the types of questioning we can employ?
Open,Probing,Reflective,Closed,Multiple,Hypothetical, Leading.
100
What are the 4 main areas we can send and receive body language from?
Facial expression and eyes Arms and hands Legs and feet Torso positions and posture
200
What is Influencing?
The effect of one person or thing on another and the power of a person to have such an effect.
200
What are the types of Personal Power?
Expert power, Personality power, Social power
200
What are the "barriers to communication?"
PHYSICAL, PSYCHOLOGICAL, SEMANTIC
200
What is a Leading Question? Explain with examples.
Leading questions give an obvious direction to the reply, indicate a desirable response, or reflect an assumption. e.g. “I think it is appalling, do you?” Leading questions can, however, be used to good effect if structured to check a person’s attitudes, e.g. “You would not exclude my offer/suggestion for that reason would you?”
200
What is "the golden rule of body language?"
'the closer you match the other person's body positions, without being overtly obvious, the more likely you will be to build rapport'
300
What are the styles of influencing?
PERSUADING, ASSERTING, INVOLVING, INSPIRING, WITHDRAWING
300
What are two types of Knowledge power? Explain
Network Power – is based on the person’s connections to others.  A person scoring high in network power exercises influence because of their connections with a large number of people, of varying status, inside and / or outside of the organisation. Information Power – is based on the leader’s possession of, or access to, information.  This source of power influences others because they need the information to be effective in their jobs
300
What does "SEMANTIC" Barrier to communication mean?
words, language, limited vocabulary. Words and symbols seldom have a single meaning.
300
Name the most common workplace listening style characteristics?
Enthusiastic, Logical, Imaginative, Practical
300
What are the 3 reasons why our body language does not reflect what we are saying?
-We are experiencing an energy drain. - We are not concentrating on the communication of the moment - We have developed bad communication habits
400
What are methods of "persuading" What are methods of " involving"
PROPOSING & REASONING. ENCOURAGING & LISTENING
400
What is Position Power?
The higher the position, the higher the legitimate power tends to be. People are influenced by and comply with a person who scores high in position power, because they feel that this person has the right, by virtue of position in the organisation, to expect that suggestions, requests and instructions be followed.
400
What are the ways to overcome the barriers to communication?
EMPLOY FEEDBACK, KNOW YOUR RECEIVER, PLAN YOUR COMMUNICATION
400
What are some positive elements of the "Logical" Listening Style?
Organised – is prepared to listen; takes notes; adjusts to the speaker’s style  Reviews what has been heard; takes steps to aid recall  Summarizes  Considers alternatives  Works well alone  Looks for benefits
400
List & Explain 5 tips to improve body language
BUILD RAPPORT know about the other person (research if necessary) USE EYE CONTACT to show you are listening and paying attention SMILE demonstrates positive, friendly, open approach FACIAL EXPRESSION avoid expressions that convey negative/unreceptive messages, e.g. frowning POSTURE convey confidence using open upright, attentive posture
500
What is "Common Interests?"
"Summarising common ground, common areas of agreement or common values as a means of pulling people together to see and move to one common aim, the common picture."
500
What are the types of Organisation Power? Explain 2
Coercive Power, Position Power, Reward Power, Resource Power. Coercive Power: A leader scoring high in coercive power is seen as inducing compliance because failure will lead to sanctions such as dismissals, disciplinary warnings and reprimands. Resource Power:A person with resource power is able to influence people through providing or withholding resources such as budgets or technology.
500
What is "The Way It Is Model?"
A model describing how we can successfully change the way we think. It explains that often we assume that we the way we see it is how it really is. It depicts how we need to alter our perceptions and journey from the way we see it, to the way they see it, to the way it really is so that all parties can work on a resolution concurrently.
500
What are 3 negative elements of "Practical" listening style & "Enthusiastic" listening style?
PRACTICAL: Does not discriminate; Goes along with the idea  Impatient; loses interest if subject matter is not seen as relevant  Does not test for understanding ENTHUSIASTIC: Prone to over-commitment. To get them to listen, you have to gain their attention  Easily distracted  Demanding; ‘Tell me, Tell me’
500
What is the "formula for saying NO?" List all the steps
"NO" + Tone Explanation Alternative Empathy Broken Record Influence & Persuade = Acceptable Outcome/ Agreement
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