Change and changing minds

1. Change and changing minds The core process for changing minds David Straker, WQD Sellafield Wednesday, 11th November, 2009 Change and Changing Minds -- WQD 11th November 2009

2. The heart of the quality job is changing minds …so we need to good at it! Change and Changing Minds -- WQD 11th November 2009

3. Many, many changing-minds disciplines Advertising Acting Activism Argument Auctioneering Brand management Buying Change Management Children Coaching Communication Confidence tricksters Conflict management Consulting Copywriting Counseling Cults Dating Diplomacy Espionage Financial advisors Friendship Fund-raising Gambling Government Human Resources Hypnotism Interrogation Job finding Journalism Lecturing Lawyers Leadership Management Marketing Market trading Mediation Missionaries Multi-level Marketing (MLM) Negotiation Networking Parenting Philosophy Poetry Policing Politics Propaganda Protesting Psychoanalysis Publication Public Relations Recruitment Religion Rhetoric Romance Screenwriting Sales Seduction Sociology Storytelling Teaching Terrorism Therapy Trade Unions Warfare Workplace design Writing Each with its own literature on how to change minds Change and Changing Minds -- WQD 11th November 2009

4. The core process for changing minds Before During interaction After Acquiring, structuring and using Information information Trust Sustaining trust Developing Sustaining trust trust Tension Sustaining tension Building tension Planning Closure Sustaining closure Achieving closure Commitment Sustaining commitment I listen I agree I act Change and Changing Minds -- WQD 11th November 2009

5. Information is power Before During interaction After Acquiring, structuring and using Information information Trust Sustaining trust Developing Sustaining trust trust Tension Sustaining tension Building tension Planning Closure Sustaining closure Achieving closure Commitment Sustaining commitment I listen I agree I act Change and Changing Minds -- WQD 11th November 2009

6. 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. Change and Changing Minds -- WQD 11th November 2009

7. Trust: The Gateway to Persuasion Before During interaction After Acquiring, structuring and using Information information Trust Sustaining trust Developing Sustaining trust trust Tension Sustaining tension Building tension Planning Closure Sustaining closure Achieving closure Commitment Sustaining commitment I listen I agree I act Change and Changing Minds -- WQD 11th November 2009

8. Belief about people Truster Risk preference Relative power Of reliability Evidence Of honesty Of care Longer-term Trustee Short-term To me Similarity To trusted others To ideal The structure of trust Trust Change and Changing Minds -- WQD 11th November 2009

9. Blind trust Blind paranoia Due caution The trust spectrum Trust withoutevidence Trust with evidence Distrust withoutevidence We all trust differently Change and Changing Minds -- WQD 11th November 2009

10. What are the non-verbal signs of trust? What does trust feel like? 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. Change and Changing Minds -- WQD 11th November 2009

11. The core process for changing minds Before During interaction After Acquiring, structuring and using Information information Trust Sustaining trust Developing Sustaining trust trust Tension Sustaining tension Building tension Planning Closure Sustaining closure Achieving closure Commitment Sustaining commitment I listen I agree I act Change and Changing Minds -- WQD 11th November 2009

12. Tension The critical persuader Change and Changing Minds -- WQD 11th November 2009

13. What I want What I have Search forsolution to reduce gaps Need toreduce tension Tension is about gaps which drive us My tension gaps Change and Changing Minds -- WQD 11th November 2009

14. Distractions Push vs. Pull Overload Preferences ! Some notes about tension Change and Changing Minds -- WQD 11th November 2009

15. What are the emotions of tension? • Desire • Gap: What I have vs. what I want • Anticipated pleasure • Fear • Gap: What I have vs. what may happen that I do not want • Anticipated pain • Frustration • Gap: What I am trying to achieve vs. what is happening • Surprise • Gap: What happened vs. what was expected In fact most emotions are about gaps Change and Changing Minds -- WQD 11th November 2009

16. What are the non-verbal signs of tension? Change and Changing Minds -- WQD 11th November 2009

17. The core process for changing minds Before During interaction After Acquiring, structuring and using Information information Trust Sustaining trust Developing Sustaining trust trust Tension Sustaining tension Building tension Planning Closure Sustaining closure Achieving closure Commitment Sustaining commitment I listen I agree I act Change and Changing Minds -- WQD 11th November 2009

18. 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 Change and Changing Minds -- WQD 11th November 2009

19. Types of closure • Decision • Deciding to buy, do, etc. • Learning • The ‘Aha’!’ of the penny dropping • Acceptance • Realising that you can’t stop the bad stuff • … Change and Changing Minds -- WQD 11th November 2009

20. What are the emotions of closure?What tension emotions do they follow? • Joy • Follows desire • Relief • Follows fear • Sadness • Follows unfulfilled desire • … Change and Changing Minds -- WQD 11th November 2009

21. What are the non-verbals of closure? Change and Changing Minds -- WQD 11th November 2009

22. The core process for changing minds Before During interaction After Acquiring, structuring and using Information information Trust Sustaining trust Developing Sustaining trust trust Tension Sustaining tension Building tension Planning Closure Sustaining closure Achieving closure Commitment Sustaining commitment I listen I agree I act Change and Changing Minds -- WQD 11th November 2009

23. What can you do to sustain commitment? Set up even bigger tensions should they quit • Involvement • Public commitment • Burn bridges • Rites of passage • Communication • Evidence • Golden handcuffs • Education Change and Changing Minds -- WQD 11th November 2009

24. How do you know when people are committed? Change and Changing Minds -- WQD 11th November 2009

25. The core process for changing minds Before During interaction After Acquiring, structuring and using Information information Trust Sustaining trust Developing Sustaining trust trust Tension Sustaining tension Building tension Planning Closure Sustaining closure Achieving closure Commitment Sustaining commitment I listen I agree I act Change and Changing Minds -- WQD 11th November 2009

26. Thank you Change and changing minds The core process for changing minds David Straker, WQD Sellafield Wednesday, 11th November, 2009 http://changingminds.org http://syque.com Change and Changing Minds -- WQD 11th November 2009