Strategy. Innovation. Brand.

Rhetoric

The Greeks invented the science of persuasion – they called it rhetoric. The posts in this category give a brief overview.

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Illogical Excuses (That Work)

May I cut in line because ... well, just because.

May I cut in line because … well, just because.

I’ve read Robert Cialdini’s Influence: The Psychology of Persuasion at least three times over the years. Every now and then I go back and re-read a chapter at random. Each time I do, I learn (or re-learn) something useful. Here’s an interesting study that I re-discovered on my last excursion.

The study goes back to the days when students stood in long lines at college libraries to use photocopy machines. (Yes, we actually copied physical pages rather than saving electronic pages to our hard drives). On particularly busy days — just before the end of a term, say — you might stand in line for well over an hour.

Some researchers decided to study a fairly basic question — under what conditions would students allow another student to cut into the line? Using the terminology of communication, persuasion, and compliance, the research question might be phrased: What communication techniques are most effective in persuading students to comply with a request to cut into the line?

The researchers sent students to the head of the line to test out three different messages. The students randomly asked:

A)  May I please cut in line ahead of you?

B)  May I please cut in line ahead of you because I have a doctor’s appointment and I’m really in a hurry.

C)  May I please cut in line ahead of you because I really need to cut in line.

Being good researchers, you might create three hypotheses:

1)  Message A will generate the lowest compliance rate — the message contains no reason for cutting in.

2)  Message B will generate the highest compliance rate — the message contains a compelling reason to cut in.

3)  Message C’s compliance rate will fall somewhere between A and B — the message contains a reason but it’s illogical.

As it happens, you would be right on Hypothesis 1. Students in the line were much less likely to comply with the request when the would-be cutter offered no reason.

On Hypothesis 2, you would be partially right. A compelling reason — the need to visit a doctor — does generate much higher compliance rates.

But does Message B generate the highest compliance rate? Well, … no… and here’s the surprise: the compliance rate for Message C was just as high as that for Message B. It appears that the logic behind the reason is not so important. The mere fact that you give a reason seems to be the important point.

Look a bit more closely at the three messages. Messages B and C contain the word because. Message A doesn’t. It seems that the students in the line responded to that specific word. If they heard because, they knew that a reason would follow. The nature of the reason didn’t seem to matter much. Just stating a reason — no matter how illogical — was sufficient to gain greater compliance. With Message A, students didn’t hear the word that introduces a reason and, therefore, were less compliant.

So the word because can be an important persuader in and of itself. If the person you’re speaking with hears the key word, they expect that a reason will follow … and they may not inspect it very closely. It’s sufficient that a reason is stated.

Of course, this doesn’t work on all occasions. If you come home with lipstick on your collar and reeking of whiskey, you better have a much better reason. In more mundane situations, however, remember the power of because. Why should you remember it? Well, just because.

Little Life Lessons from Lincoln

My speech is under my hat.

My speech is under my hat.

On July 4, 1863, Robert E. Lee was leading a Confederate army in retreat from Gettysburg when they were trapped against the rain-swollen Potomac River. The Union army, commanded by General George Meade, pursued the rebels. Abraham Lincoln ordered Meade to attack immediately. Instead, Meade dithered, the weather cleared, the river shrank, and Lee and his army escaped. Lincoln was furious and penned this letter to Meade:

I do not believe you appreciate the magnitude of the misfortune involved in Lee’s escape. He was within our easy grasp, and to have closed upon him would, in connection with our other late successes, have ended the war. As it is, the war will be prolonged indefinitely. If you could not safely attack Lee last Monday, how can you possibly do so south of the river, when you can take with you very few— no more than two-thirds of the force you then had in hand? It would be unreasonable to expect and I do not expect that you can now effect much. Your golden opportunity is gone, and I am distressed immeasurably because of it.

Interestingly, Lincoln never sent the letter — it was found among his papers after his death. Lincoln generally praised his colleagues for their positive accomplishments and said little or nothing about their failures. Apparently, he wrote letters like the one to Meade to relieve his own frustrations — and perhaps to leave a record for history — rather than to humiliate his colleagues and create public acrimony.

As Douglas Wilson, a Lincoln scholar, pointed out in a recent article (click here), Lincoln was  great communicator but not necessarily in the way we think. Some tidbits on how he worked:

  • He rarely spoke in public and when he did he was very well prepared. We think of the Gettysburg Address and the Second Inaugural speech as great feats of oratory — and they were. But there weren’t many such feats; he gave relatively few speeches. And he almost never spoke off the cuff. He knew that people followed his words closely and he prepared meticulously. His speeches were extraordinary. Equally extraordinary is the fact that he almost never said anything stupid that he had to retract. Our politicians and executives today could learn a lot from him.
  • He pre-wrote his speeches. Lincoln always had scraps of paper with him — which he often stored in his hat. When an idea — or an elegant way to phrase an idea —  came to him, he jotted it down. He didn’t start thinking about his speeches when a deadline drew near. He was thinking about them virtually all the time.
  • He was mercifully brief. The Gettysburg Address consisted of 267 words. By contrast, this post has about 600. Which one do you think will live longer?
  • He cultivated the press before he needed them. In general, Lincoln got to know his audience before he spoke to them. He gave favors to journalists before he asked for favors in return. Getting to know your audience and letting them know that you genuinely care about them are always good strategies.
  • He understood event jujitsu. The Civil War began with the crisis at Fort Sumter in Charleston harbor. Lincoln could have sent in a fleet to shoot up the Confederate fortifications. Instead, he sent in a small re-supply mission. When the Confederates sought to block the mission, they fired the first shots of the war. It’s a small leap to conclude that the Confederates “started” the war. Thus, a small incident became a major victory in the battle to shape perceptions.

Lincoln has always been one of my favorite presidents and I certainly enjoyed the recent movie from Steven Spielberg.  Lincoln communicated effectively and was an expert at shaping public opinion. As the movie showed, he was also adept at cutting deals and rolling logs to achieve his greater goals. Not bad for a kid from the prairies.

 

Innovation, Persuasion, and Listening

I’m listening.

I struggle to be a good listener. When I’m engaged in an intense conversation, I’m often: 1) Framing my response; or 2) Thinking about a solution to the problem at hand. Of course, when I’m thinking about something else, I’m not really listening — I’m maneuvering. More importantly, I’m not being persuasive. If the other side thinks I’m not listening, they’re less likely to be persuaded to my point of view.

So I was pleased to find a recent McKinsey white paper by Bernard Ferrari titled “The Executive’s Guide to Better Listening”. (Click here). As Ferrari points out, “Listening is the front end of decision making.” If you want your company to be more innovative, you’ll need to make a number of critical decisions. If you’re a good listener, you’ll make better decisions and be more persuasive. That’s the best double play since Nellie Fox and Luis Aparicio.

So how do you become a good listener? Ferrari suggests three critical skills. First, show respect. Respect breeds confidence and trust. (This is essentially the same lesson that Greek rhetoric teaches — build trust first). If you’re a manager, you probably have a complex set of responsibilities. You can’t know everything about every facet of your domain. By respecting your teammates, you will naturally draw them into the conversation and learn from them. If you simply jump to a solution (as I sometimes do) you short circuit the entire process. Not only do you miss out on any advice about the current situation, you also teach your colleagues not to offer advice in the future. This doesn’t mean you should avoid incisive questions. Au contraire, the more the better to keep the conversation flowing.

Second, keep quiet. Ferrari suggest a variation of the 80/20 rule — let the other person speak about 80% of the time while you speak only 20% of the time. (This also works when you’re on a date — always encourage your partner to speak more than you do). This is a particularly hard one for me. I want to jump in and share my opinion because I know it’s … well, brilliant. But often times, I wind up answering the wrong question or chasing an irrelevant tangent because I’ve spoken too soon. As Ferrari notes, it’s important to take your time: “…if a matter gets to your level … it is probably worth spending some of your time on it.”

Third, challenge assumptions. This doesn’t just mean that you challenge other people’s assumptions. It also means that you encourage your colleagues to challenge your assumptions. As Ferrari writes, “… too many executives … inadvertently act as if they know it all … and subsequently remain closed to anything that undermines their beliefs.” Ultimately, “The goal is common action, not common thinking…” So, be explicit. Let your colleagues know that you don’t know everything and welcome their questions, especially the challenging ones.

I’ve found that it’s not easy to master these three skills. But when I do succeed, I learn more and, frankly, I have more fun. That makes me a better manager and a better teammate. And that makes my company more innovative.

 

How Does a Southpaw Orient Himself?

You got a problem with southpaws?

In the United States, we sometimes call a left-handed person a southpaw. The term comes from old-time baseball. Before we had bright lights, we played baseball in the afternoon, when the sun was in the west. To protect the batter’s eyes from the bright sunshine, baseball stadiums were always oriented to the east. In other words, the batter was facing east while the pitcher was facing west. If you’re facing west, your left hand is on the south side of your body. Hence, left-handed pitchers became southpaws. Why we don’t call right handers northpaws, I’ll never know.

But what about the term, “oriented to the east”? Isn’t that redundant? After all, the orient is the east. The term to get oriented also comes from olden days. Before compasses were in widespread use, it was difficult to figure out where you were in relation to the four cardinal directions. This was especially true if you were on open water or in the vast grasslands of the central United States. You had no landmarks to relate to. Without a compass, the easiest direction to find is the east. All you have to do is get up early and watch the sun rise. If you miss the sunrise, you can look for afternoon rainbows — they’re always to the east. Either way, if you can figure out where east is, you’ve got yourself oriented.

One of the (many) nice things about Denver is that the mountains are very visible to the west. If you’re lost, just look for the mountains —  then you’ll know where west is and you can figure out the other cardinal directions. So, we orient ourselves by looking to the … occident. It seems like we should be saying that we occident ourselves.

And then there’s our baseball stadium in Denver. It’s oriented to the occident — so fans can look west and see our majestic mountains. So that means southpaws are now northpaws. It’s all very confusing. Maybe that’s why our baseball team lost 98 games this year.

I like to study word origins and the history of language and I’ll write about these topics occasionally on this website. If you have good word stories, please share them with me and I’ll write them up.

Three Things Not To Do

Yesterday, I wrote about four ways to be unpersuasive — in the broadest sense. Today, let’s narrow the focus and talk about three things not to do in public speaking. These are behaviors that I see all too frequently and they detract from your effectiveness and your persuasiveness. (For my tips on three things you should do, click here).

  • No ned to apologize.

    Don’t fumble around — I see far too many presenters using the first five to ten minutes of their time fumbling around with their technology. As you’re trying to find your PowerPoint file, I’m reading your desktop — and I often find some very interesting tidbits. Show up early, make sure everything works, and be ready when the audience shows up. Even more radical — give a presentation without using PowerPoint. That simplifies everything.

  • Don’t apologize — if you apologize for yourself, you undercut your own position. If you don’t take yourself seriously, why would anyone else? You have a right to be there. Step forward and seize the moment.
  • Dont forget the housekeeping — the most important housekeeping items are to agree on the time and on how you’ll handle questions. If you’ve misunderstood how much time you have (or if your audience’s schedule has changed), you may have to adjust your presentation on the fly. Always double check what the audience expects of you in terms of time and feedback.

You can learn more in the video. Speaking of which, this is a good opportunity to acknowledge again that I started this video series when I was still an executive at Lawson. When I retired, Lawson very graciously permitted me to use the videos to build my own practice. I certainly appreciate it.

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