ds 111109 page 1change and changing minds -- wqd 11th november 2009 change and changing minds the...
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DS 111109 Page 1 Change and Changing Minds -- WQD 11th November 2009
Change and changing minds
The core process for changing minds
David Straker, WQD SellafieldWednesday, 11th November, 2009
DS 111109 Page 2 Change and Changing Minds -- WQD 11th November 2009
The heart of the quality job is changing minds
…so we need to good at it!
DS 111109 Page 3 Change and Changing Minds -- WQD 11th November 2009
Many, many changing-minds disciplinesAdvertisingActingActivismArgumentAuctioneeringBrand managementBuyingChange ManagementChildrenCoachingCommunicationConfidence trickstersConflict managementConsultingCopywritingCounselingCultsDatingDiplomacyEspionageFinancial advisorsFriendshipFund-raising
GamblingGovernmentHuman ResourcesHypnotismInterrogationJob findingJournalismLecturingLawyersLeadershipManagementMarketingMarket tradingMediationMissionariesMulti-level Marketing (MLM)NegotiationNetworkingParentingPhilosophyPoetryPolicing
PoliticsPropagandaProtestingPsychoanalysisPublicationPublic RelationsRecruitmentReligionRhetoricRomanceScreenwritingSalesSeductionSociologyStorytellingTeachingTerrorismTherapyTrade UnionsWarfareWorkplace designWriting
DS 111109 Page 4 Change and Changing Minds -- WQD 11th November 2009
The core process for changing minds
Information
Trust
Tension
Closure
Commitment
Before During interaction After
Developing trust Sustaining trust
Sustaining tension
Planning
I listen I agree I act
Achieving closure
Building tension
Acquiring, structuring and using information
Sustaining commitment
Sustaining closure
Sustaining trust
DS 111109 Page 5 Change and Changing Minds -- WQD 11th November 2009
Information is power
Information
Trust
Tension
Closure
Commitment
Before During interaction After
Developing trust Sustaining trust
Sustaining tension
Planning
I listen I agree I act
Achieving closure
Building tension
Acquiring, structuring and using information
Sustaining commitment
Sustaining closure
Sustaining trust
DS 111109 Page 6 Change and Changing Minds -- WQD 11th November 2009
What kind of information?
• About the other person What they want now What they might want How they become motivated …(and much more)
• About yourself What do you want/need? What makes you tick?
• About other things Like economic conditions, political climate, etc.
DS 111109 Page 7 Change and Changing Minds -- WQD 11th November 2009
Trust: The Gateway to Persuasion
Information
Trust
Tension
Closure
Commitment
Before During interaction After
Developing trust Sustaining trust
Sustaining tension
Planning
I listen I agree I act
Achieving closure
Building tension
Acquiring, structuring and using information
Sustaining commitment
Sustaining closure
Sustaining trust
DS 111109 Page 8 Change and Changing Minds -- WQD 11th November 2009
The structure of trust
Of reliability
Of honesty
Of care
To me
To trusted others
Evidence
Longer-term
Similarity
Short-term
To ideal
Trust
Trustee
Truster Risk preference
Belief about people
Relative power
DS 111109 Page 9 Change and Changing Minds -- WQD 11th November 2009
We all trust differently
The trust spectrum
Blind trust
Blind paranoiaDue caution
Trust withoutevidence
Trust with evidence
Distrust withoutevidence
DS 111109 Page 10 Change and Changing Minds -- WQD 11th November 2009
Non-verbals
Body movement, including speed, shape, gestures, clusters,
coordination, breathing, etc.
Voice, including pitch, tone, speech errors, timbre, speed, etc.
And things like skin colour, etc.
What are the non-verbal signs of trust?
What does trust feel like?
DS 111109 Page 11 Change and Changing Minds -- WQD 11th November 2009
The core process for changing minds
Information
Trust
Tension
Closure
Commitment
Before During interaction After
Developing trust Sustaining trust
Sustaining tension
Planning
I listen I agree I act
Achieving closure
Building tension
Acquiring, structuring and using information
Sustaining commitment
Sustaining closure
Sustaining trust
DS 111109 Page 12 Change and Changing Minds -- WQD 11th November 2009
The critical persuader
Tension
DS 111109 Page 13 Change and Changing Minds -- WQD 11th November 2009
Tension is about gaps which drive us
What I want
What I have
Need toreduce tension
Search forsolution to
reduce gaps
My tension gaps
DS 111109 Page 14 Change and Changing Minds -- WQD 11th November 2009
Some notes about tension
OverloadOverload
DistractionsDistractions Push vs. PullPush vs. Pull
PreferencesPreferences!
DS 111109 Page 15 Change and Changing Minds -- WQD 11th November 2009
What are the emotions of tension?
• DesireGap: What I have vs. what I wantAnticipated pleasure
• FearGap: What I have vs. what may happen that I do not wantAnticipated pain
• FrustrationGap: What I am trying to achieve vs. what is happening
• SurpriseGap: What happened vs. what was expected
In fact most emotions are about gaps In fact most emotions are about gaps
DS 111109 Page 16 Change and Changing Minds -- WQD 11th November 2009
What are the non-verbal signs of tension?
DS 111109 Page 17 Change and Changing Minds -- WQD 11th November 2009
The core process for changing minds
Information
Trust
Tension
Closure
Commitment
Before During interaction After
Developing trust Sustaining trust
Sustaining tension
Planning
I listen I agree I act
Achieving closure
Building tension
Acquiring, structuring and using information
Sustaining commitment
Sustaining closure
Sustaining trust
DS 111109 Page 18 Change and Changing Minds -- WQD 11th November 2009
After tension comes closure
• Closure is the resolution of tension
• It is not something you do
• It is what happens in the other person’s head
DS 111109 Page 19 Change and Changing Minds -- WQD 11th November 2009
Types of closure
• DecisionDeciding to buy, do, etc.
• LearningThe ‘Aha’!’ of the penny dropping
• AcceptanceRealising that you can’t stop the bad stuff
• …
DS 111109 Page 20 Change and Changing Minds -- WQD 11th November 2009
What are the emotions of closure?What tension emotions do they follow?
• JoyFollows desire
• ReliefFollows fear
• SadnessFollows unfulfilled desire
• …
DS 111109 Page 21 Change and Changing Minds -- WQD 11th November 2009
What are the non-verbals of closure?
DS 111109 Page 22 Change and Changing Minds -- WQD 11th November 2009
The core process for changing minds
Information
Trust
Tension
Closure
Commitment
Before During interaction After
Developing trust Sustaining trust
Sustaining tension
Planning
I listen I agree I act
Achieving closure
Building tension
Acquiring, structuring and using information
Sustaining commitment
Sustaining closure
Sustaining trust
DS 111109 Page 23 Change and Changing Minds -- WQD 11th November 2009
What can you do to sustain commitment?
• Involvement
• Public commitment
• Burn bridges
• Rites of passage
• Communication
• Evidence
• Golden handcuffs
• Education
Set up even
bigger tensions should
they quit
Set up even
bigger tensions should
they quit
DS 111109 Page 24 Change and Changing Minds -- WQD 11th November 2009
How do you know when people are committed?
DS 111109 Page 25 Change and Changing Minds -- WQD 11th November 2009
The core process for changing minds
Information
Trust
Tension
Closure
Commitment
Before During interaction After
Developing trust Sustaining trust
Sustaining tension
Planning
I listen I agree I act
Achieving closure
Building tension
Acquiring, structuring and using information
Sustaining commitment
Sustaining closure
Sustaining trust
DS 111109 Page 26 Change and Changing Minds -- WQD 11th November 2009
Change and changing minds
The core process for changing minds
David Straker, WQD Sellafield
Wednesday, 11th November, 2009
Thank you
http://changingminds.orghttp://syque.com