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DS 111109 Page 1Change and Changing Minds -- WQD 11th November 2009 Change and changing minds The...
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Transcript of DS 111109 Page 1Change and Changing Minds -- WQD 11th November 2009 Change and changing minds The...
![Page 1: DS 111109 Page 1Change and Changing Minds -- WQD 11th November 2009 Change and changing minds The core process for changing minds David Straker, WQD Sellafield.](https://reader035.fdocuments.us/reader035/viewer/2022070306/5518b945550346991f8b5288/html5/thumbnails/1.jpg)
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
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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!
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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
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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
![Page 5: DS 111109 Page 1Change and Changing Minds -- WQD 11th November 2009 Change and changing minds The core process for changing minds David Straker, WQD Sellafield.](https://reader035.fdocuments.us/reader035/viewer/2022070306/5518b945550346991f8b5288/html5/thumbnails/5.jpg)
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
![Page 6: DS 111109 Page 1Change and Changing Minds -- WQD 11th November 2009 Change and changing minds The core process for changing minds David Straker, WQD Sellafield.](https://reader035.fdocuments.us/reader035/viewer/2022070306/5518b945550346991f8b5288/html5/thumbnails/6.jpg)
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.
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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
![Page 8: DS 111109 Page 1Change and Changing Minds -- WQD 11th November 2009 Change and changing minds The core process for changing minds David Straker, WQD Sellafield.](https://reader035.fdocuments.us/reader035/viewer/2022070306/5518b945550346991f8b5288/html5/thumbnails/8.jpg)
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
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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
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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?
![Page 11: DS 111109 Page 1Change and Changing Minds -- WQD 11th November 2009 Change and changing minds The core process for changing minds David Straker, WQD Sellafield.](https://reader035.fdocuments.us/reader035/viewer/2022070306/5518b945550346991f8b5288/html5/thumbnails/11.jpg)
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
![Page 12: DS 111109 Page 1Change and Changing Minds -- WQD 11th November 2009 Change and changing minds The core process for changing minds David Straker, WQD Sellafield.](https://reader035.fdocuments.us/reader035/viewer/2022070306/5518b945550346991f8b5288/html5/thumbnails/12.jpg)
DS 111109 Page 12 Change and Changing Minds -- WQD 11th November 2009
The critical persuader
Tension
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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
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DS 111109 Page 14 Change and Changing Minds -- WQD 11th November 2009
Some notes about tension
OverloadOverload
DistractionsDistractions Push vs. PullPush vs. Pull
PreferencesPreferences!
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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
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DS 111109 Page 16 Change and Changing Minds -- WQD 11th November 2009
What are the non-verbal signs of tension?
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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
![Page 18: DS 111109 Page 1Change and Changing Minds -- WQD 11th November 2009 Change and changing minds The core process for changing minds David Straker, WQD Sellafield.](https://reader035.fdocuments.us/reader035/viewer/2022070306/5518b945550346991f8b5288/html5/thumbnails/18.jpg)
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
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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
• …
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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
• …
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DS 111109 Page 21 Change and Changing Minds -- WQD 11th November 2009
What are the non-verbals of closure?
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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
![Page 23: DS 111109 Page 1Change and Changing Minds -- WQD 11th November 2009 Change and changing minds The core process for changing minds David Straker, WQD Sellafield.](https://reader035.fdocuments.us/reader035/viewer/2022070306/5518b945550346991f8b5288/html5/thumbnails/23.jpg)
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
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DS 111109 Page 24 Change and Changing Minds -- WQD 11th November 2009
How do you know when people are committed?
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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
![Page 26: DS 111109 Page 1Change and Changing Minds -- WQD 11th November 2009 Change and changing minds The core process for changing minds David Straker, WQD Sellafield.](https://reader035.fdocuments.us/reader035/viewer/2022070306/5518b945550346991f8b5288/html5/thumbnails/26.jpg)
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