Power To Influence - Participant Refresher Guide - RInfra - V1

Power to Influence Workshop
Participant Refresher Guide
Managers Capability Development Program - Transforming Smartly &

Swiftly_RInfra
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Managers Capability Development Program - Transforming Smartly & Swiftly
Module 1: First Mile
A, B, C, & D are 4 different levels of certification. At every level, there will be workshops, on-thejob projects, & certification assessments.
Power to Influence: In this workshop, you will learn about the 3 facets that will help them to
inspire others towards change; develop powerful questions to work on others cognitive
capabilities; and ask the right question at the right time to persuade others.
Art of Networking: This is an eLearning module that will provide insights into networking
effectively with others.
Collaborating for Excellence: Through this workshop, you will be able to identify the behavioural
strengths & limitations of self and others which will help you forge strong business relations and
also to get the best out of others.
Negotiation Skills: This is an eLearning module that will provide the you with insights into
identifying negotiation opportunities, and prepare well for the negotiation
Business Writing Skills I: This is an eLearning module that will provide insights about writing
effective communications to influence others.
Business Writing Skills II: This classroom session will provide hands-on practice on writing
effective communications to influence others
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Process Orientation: This eLearning workshop will provide orientation to the importance of
process adherence and you role in contributing for continuous process improvement
Project Management & Root Cause Analysis: This classroom session will provide you hands-on
experience in breaking the complete projects in to tasks and develop a Project Tracker Chart to
map Who, What, When, Handoffs points, Dependencies & TAT. You will also learn to do Root
Cause Analysis to diagnose the problems and take corrective midcourse correction steps.
Living as a change agent You have to live the change that you want to see in the
system. You should question the status quo and be willing to take the roads less
travelled
Having the skills to ask powerful questions Most often, it is the wrong question that
gets a wrong answer. A wrong question can lead a discussion into a completely
unintended direction filled with emotional dramas and unwanted details
Persuading others with right questions at the right time Asking the right question at
the right time helps in channelising others thinking to explore new opportunities
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Techniques are quick fixes They may not work for a long term and may not help you in all
situations
Energy level dissipates in a short span of time The energy level a new idea gives is short-lived
most of the time. Initial failure can make the person shy away from continuing a new path Easy
to go back to old habits Old habits die hard. High pressure or emergency situations can make
the person go back to the old ways of doing things
Scopes of getting ridiculed by the peer group People dont travel the new path fearing how
their peer group will respond to their change. In an effort to be part of a larger group, people
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often resist change
In order to implement or manage change effectively, you should understand science behind the
change. This will help you to handle challenges associated with managing change
Module 2: Managing Change
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100 years back most people were paid for physical efforts like hammering and plowing
By mid twentieth century, we had a big shift in what people were doing for a living, driven by
the advent of electricity and mechanisation. Workers were paid to undertake repetitive tasks
like entering data, filling paper and running a machine
In the last few decades, computerisation has revolutionised tasks like data management to
choosing candidates for interview
In 2005, as a result of computerisation, outsourcing and other process improvements, 40% of an

organisations employees were considered to be knowledge workers. For middle management
and above, the number is 100%
We are living in the era of knowledge workers. We are paid to think and handle the ever
changing dynamic environment. We can get better only through improving our cognitive
capability and manage change. Understanding human brain will help us understand the science
behind change and hence we will be able to effectively manage change
Each one of us process information differently. The word abundance might stimulate different
images in different peoples mind. For some, it may be lots of money, water, living space, trafficfree road, love etc. This ideally signifies that no two brains are similar. Understanding the neural
science or the way the human brain functions will help us understand and lead people
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The formation of ridges is due to the Colorado River that was flowing through these hills. When
the first rainwater droplets hit the land, they struggled to create a path for a while and later
with the increasing water flow and gravitational force they found a path to flow. The following
raindrops that hit the land just continued to flow in the existing path. Human mind also
functions in a similar way. When we are exposed to a situation or stimuli, we try to handle it in a
particular way. If it leads to success, then we are motivated to handle similar situations in the
same way. These ways are in other words called as maps or hardwiring. The more we handle
situations through these maps the harder the wiring becomes
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There are 2 types of memories: Hardwiring & Working Memory
Working Memory plays a similar role to that of a RAM in a computer. It searches and retrieves
existing maps to help us handle situations. But its capacity is limited as a RAM when compared
to the hardwiring
Hardwiring can be compared to that of a hard disk in a computer
The brain pushes the maps/hardwirings down into the part of itself that holds long-term
memories and processes, called sub-cortex, which has higher capacity than working memory
W. Timothy Gallwey, a behavioural psychologist and renowned author, calls the working
memory as ten-cent computer and hardwiring as a million dollar computer
Hardwiring helps us to perform our daily activities with great amount of ease. You might have
experienced driving all the way to your office without actively thinking about shifting gears or
applying clutch. The same hardwiring prevents us from trying things differently. Human brain is
not constructed to think continuously
Brain scans of elite athletes have shown that they use significantly less of their brain while
playing their sport, compared to non-athletes. Operating from hardwiring can remove all clutter
from the mind. In other words, the more we practice something regularly, the lesser the
possibilities of we making mistakes
Working Memorys capacity is limited but it helps with thinking through situations that we have
never handled before. It helps us to do higher order thinking
We can exercise our mind like we exercise to build our muscles
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Our thoughts, memories, skills, and attributes are vast sets of connections or maps joined via
complex chemical and physical pathways
o
We are all conditioned to see things in a particular way and we try to judge everything
around us based on the conditioning
Conditioning plays a major role in how we perceive things around us
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Now that we have understood how the human brain functions and also challenges in
undergoing change, lets look at the way to build new habits
Trying to quit smoking is like trying to erase an existing hardwiring. You will always remember
how it feels when you smoke. A possible new wiring could be a new goal, fighting fit till death
or to win the next Mumbai marathon. Consciously establishing emotional connect with the
goal or the big picture will drive you away from the old habits or make you associate smoking
with difficulties of old age and associate workouts with the pleasure of living fighting fit. Pain,
pleasure association works well to keep our energy levels high to pursue the journey towards
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change
A change agent will not stop just at things that he has control on. Change agents will influence
others with their way of life, and also persuade others to think in new directions. The only scope
in operating from the circle of no control is to crib and cry. A change agent will never operate
from the circle of no control because thats where a person completely loses power to influence
others
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Module 3: Powerful Questions
If you define the problem, then you provide a scope for others to think why it cant be solved or
why it is not a problem
If you guide others to identify a problem, they may feel motivated to find the solutions too
Most often when you guide others to identify a problem, people directly talk about solutions
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When people are allowed to think to explore solutions, they take ownership of the outcome
When people are allowed to develop a solution, they give their best to implement it
Telling is an adult to child behaviour, through which we communicate that, I know and you
dont
Probing is an adult to adult approach, through which we communicate that, I know you are
capable
Most often, it is the wrong questions that fetch unwanted answers and unnecessary details
To get the question right, first draft the probable answer/s that you are expecting
This will help you to draft questions with a high probability of success
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When you ask a complex question, the other person will go clueless on which question to
answer first
It will also communicate that you are not prepared for this conversation
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When you make the other people think about the problem, you will end up handling emotions,
drama, and unwanted details about the problem
Making people think about the solution is a quick way to sort out issues
Human brain is a reason generating machine. It is not possible to corner someone and make the
person accept mistakes. People can invent new reasons for why things will not work
Dont provide scope for people to use their creativity to construct reasons
Make them directly think about solutions
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When you use a leading question, you pass your judgement
When you pass judgement, you choose a side
When you choose a side, then you have to defend it
You also create a scope for others to challenge you
If you have firmed up your thoughts, dont make it look like you are seeking others inputs.
People will see through your intent
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Module 4 Persuasion Skills
Peoples time means money. When you ask somebody for time to meet, you have the
responsibility to ensure that you deliver the value. If you are not sure to deliver value, you
better not ask for the meeting
You should ask the right question to the right person
If you dont do your homework, you will end up communicating that you are not worth the
value of time
When people dont find value in meeting you, they will cut short the meetings. You may not get
future appointments
The objective of persuading others is to get a buy-in for your idea and propose your
idea/solution at the right time. This module on persuasion will give the skills to influence others
and get their buy-in
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Sequence the strongest expression of need in this slide from strongest to the weakest
Answer: C, B, D, A
Implied needs are very weak needs in nature. Implied needs may not be in the top mind recall.
In other words, people may not take action towards an implied need
For example: If a tap in your house is leaking little drops of water, you may not find the
motivation to act on it. If you receive a call at your office from your old aged mother saying that
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the tap has broken and the entire hall is flooded with water, you may not have a choice but to
act on the situation immediately
Explicit needs are strongly expressed needs. When people express an explicit need, most
probably they would seek for a solution immediately
Offer solution when the need is strong
People consider change when they are not able to meet the new requirement; when they have
problems with the existing system. If we can make people see problems in the current situation
and think about the positive consequences of considering the change, they may accept your
idea/solution. We are going to introduce an interesting probing model called FDCD that will help
you in building a strong case for people to accept your solution even without explaining the
solution.
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FDCD model works on the cognitive capability of the other person. You can influence others to
come out of their comfort zone and accept new challenges
You can facilitate others to identify their latent needs and influence them to take action
You can influence others to think out of the box and explore new ways of doing things
You can use the model to sell your ideas to peers, boss, reportees, & customers
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Example situations:
Your vendor who is capable of providing good quality is quoting a high price
You are dependent on a peer working in other department to complete your task on time. The
current SLAs are not helping you to get things done on time. You have to make the person
reconsider the current SLAs
The Inspectors dont call the customers before visiting their premises. Many times the person
who has the meter cabin keys is not available. This leads to a lot of confusion and delay in
resolving issues
Your Premium Value customer is planning to shift to the competitor. You have a solution to
retain the customer
Fact questions are asked to understand the current situation of the other person better
Answers to the fact questions will help you to have successful conversations
Your questions will communicate how much you understand the other persons
situation/business (relate it to Vijays unpleasant call experience case study) This will help you
to build credibility about yourself
It is possible to collect a lot of information even before you meet the key person
Asking a lot of fact questions to the key person will sound like an interrogation
Sometimes when you ask a fact question, the other person may show motivation to know the
solution you can offer. Remember, the need is not strong enough yet to get a buy-in for your
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solution
Difficulty questions are targeted at making the other person share feelings and opinions about
the problems in the current situation
Asking questions about a problem is also a Fact question. Here the difference between Fact
Question & Difficulty Questions are:
o
With enough analysis of facts, you identify the possible problem areas of the other
person
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You construct a Difficulty question to make the other person talk about the problem
area
Whereas when you ask a Fact question, the objective is to just gather information
Difficulty questions will facilitate the other person to identify his own needs that he/she was not
aware of till date
If you dont have solution around a problem area, dont pick that area to ask Difficulty
questions.
o
Example: You are a branding team member. Currently your team doesnt have the
capability to develop cartoon strips in-house, nor can you afford to engage external
vendors. In that case, asking the following question will only create a challenge for you:
What are some of the difficulties you faced when you tried last time to develop
mailers with cartoons strips?
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These questions focus on the consequences or implications of continuing with the present
situation
These questions make the other person think about larger consequences
By asking these questions, you will make the other persons need stronger
Dont provide solutions at this point
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Power To Influence - Participant Refresher Guide - RInfra - V1

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Power to Influence Workshop

Participant Refresher Guide

Managers Capability Development Program - Transforming Smartly &

Module 1: First Mile

often resist change

Module 2: Managing Change

In 2005, as a result of computerisation, outsourcing and other process improvements, 40% of an

There are 2 types of memories: Hardwiring & Working Memory

Hardwiring can be compared to that of a hard disk in a computer

We can exercise our mind like we exercise to build our muscles

Conditioning plays a major role in how we perceive things around us

Module 3: Powerful Questions

Make them directly think about solutions

When you use a leading question, you pass your judgement

When you pass judgement, you choose a side

When you choose a side, then you have to defend it

You also create a scope for others to challenge you

Module 4 Persuasion Skills

You should ask the right question to the right person

Offer solution when the need is strong

Dont provide solutions at this point

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