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  • http://www.1000ventures.com/business_guide/crosscuttings/persuading_people.html
  • http://www.1000ventures.com/business_guide/crosscuttings/persuading_people.htmlhttp://freebusinesstips.com.au/marketing/the-16-most-persuasive-words-in-the-english-langauge
  • http://www.1000ventures.com/business_guide/crosscuttings/persuading_people.html
  • http://changingminds.org/techniques/general/overall/monroe_sequence.htm
  • http://changingminds.org/explanations/needs/cin.htm
  • http://changingminds.org/techniques/general/overall/spice.htm
  • http://changingminds.org/techniques/general/overall/spice.htm
  • http://changingminds.org/techniques/general/overall/spice.htm
  • http://changingminds.org/techniques/general/overall/spice.htm
  • http://changingminds.org/techniques/general/overall/spice.htm
  • http://freebusinesstips.com.au/marketing/the-16-most-persuasive-words-in-the-english-langauge
  • http://www.youtube.com/watch?v=UNYVLCcgI0ghttp://www.youtube.com/watch?v=9X0ZKxYOTVE


  • 1. PERSUADING, COMPLAI Step Up AmericanNING, DEMANDING, APO Pragmatics and Culture LOGIZING, AND Spring 201 2 Ms. Candice Quinones INTERRUPTING
  • 2. Helping them toPERSUADING see it your way
  • 3. DEFINITION: PERSUADE 1 : to cause (someone) to do something by asking, arguing, or giving reasons 2 : to cause (someone) to believe something : convinceSource: Merriam Webster’s Learners Dictionary(Online)
  • 4. EFFECTIVE PERSUASION For persuasion to be truly effective, according to Aristotle, three elements must be present:  Trust (Ethos) –Reputation, Character, Credibility  Logic (Logos) –Evidence, Reason  Emotions (Pathos) –Values, Goals, Interests, Beliefs
  • 5. PREREQUISITES OF PERSUASIONTrust (Ethos). Trust is the expectancy of people that they can rely on your word.  It can be granted automatically based on your job title, your credentials, or your reputation, or built through integrity and consistency in relationships.Logic (Logos). Your point must make perfect sense.Emotion (Pathos). Your argument must appeal to the emotional man – to his or her imagination, and thus to the emotions.
  • 6. ELEMENTS OF PERSUASION Source: the quality and credibility of source Message: what, when and how you say; repeat your key points Medium: use the right channel to reach your audience Public: you must know your audience Effect: Did the persuaded audience do what you wanted it to do?
  • 7. MONROE’S MOTIVATED SEQUENCE Attention: Get their attention Need: Trigger a need that the listener has.  A stimulated need = the person seeking a solution. Satisfaction: Propose a way to meet and satisfy the need that you have just stimulated. Visualization: Help them visualize the solution in place. Action: Prompt the person into implementing the solution that you proposed.
  • 8. PERSUASION S.P.I.C.ES – SimplicityP – Perceived Self-InterestI – IncongruityC – ConfidenceE – Empathy
  • 9. SIMPLICIT Y If you want somebody to remember something, make it simple. If you want to reinforce a point, say things in threes. Use repetition.
  • 10. PERCEIVED SELF-INTEREST People do things that they think are in their own interest.  If you can convince other people that an idea is good for them, then they will likely go along with it. Always remember WIIFM and WAMI.  WIIFM: Whats In It For Me.  WAMI : Whats Against My Interests.
  • 11. INCONGRUIT Y Incongruous things do not fit together.  When things are not as they should be, we become confused.  We seek any solution, including self-deception, to resolve our discomfort.  We will see what we want to see rather than what is actually there.  We may pay a lot of attention to the incongruity, and miss all kinds of other things going on, or ignore the incongruity completely as we are unable to process it. In persuasion, this means the confused person may pay attention to incongruity and miss things you want them to miss.
  • 12. CONFIDENCE Be assertive. Act big and people will assume you are big. If you speak like you know what you are saying, then it is amazing what you can get away with.
  • 13. EMPATHY Definition: ’Feeling what others feel Showing empathy gains trust which increases your chance of persuading.Things to do: Know what the other person is feeling. Show that you care.
  • 14. THE 16 MOST PERSUASIVE WORDS1. Discover 9. New2. Easy 10.Results3. Good 11.Own4. Save 12.Free5. Guaranteed 13.Freedom6. Proven 14.Health7. Money 15.Best8. Safe 16.Investment
  • 15. WhenCOMPLAINING something is wrong
  • 16. DEFINITION: COMPLAIN 1: to say or write that you are unhappy, sick, uncomfortable, etc., or that you do not like something 2: to say (something that expresses annoyance or unhappiness)Source: Merriam Webster Learner’s Dictionary (Online)
  • 17. COMPLAINING Complaining and Grammar Complaining in person  State your case – tell them what was wrong  Be clear about what you would like them to do and when you want it done.  Stay calm.  Be assertive but not aggressive. Complaining over the phone  Record what was said and who you spoke to in writing.  Keep records of when you called. How To Complain in a Restaurant
  • 18. GettingDEMANDING what you want
  • 19. DEFINITION: DEMAND 1 : to say in a forceful way that something must be done or given to you : to say that you have a right to (something) 2 : to say or ask (something) in a very forceful way 3 : to require (something)Source: Merriam Webster Learner’s Dictionary (Online)
  • 20. DEMANDING EXPLANATIONS Use Can you tell me why a full clause in the positive statement form (S V O).  Notice that this is an indirect question and requires a question mark (?). Use I dont understand why a full clause in the positive statement form (S V O).  Notice that this is a statement and does NOT require a question mark (? ) Use Can you explain why a full clause in the positive statement form (S V O).  Notice that this is an indirect question and requires a question mark (?) . Use Why is it that a full clause in the positive statement form (S V O).  Notice that this is an indirect question and requires a question mark (?) .
  • 21. DEMANDING EXPLANATIONS Use How come a full clause in the positive statement form (S V O).  Notice that this is an indirect question and requires a question mark (?). Use Does this mean (that) a full clause in the positive statement form (S V O).  Notice that this is an indirect question and requires a question mark (?). Use Do you (really) expect me to believe (that) a full clause in the positive statement form (S V O).  Notice that this is an indirect question and requires a question mark (?).
  • 22. APOLOGIZING “I’m sorry”
  • 23. DEFINITION: APOLOGIZE To express regret for doing or saying something wrong : to give or make an apology Source: Merriam Webster’s Learners Dictionary (Online)
  • 24. EXPRESSIONS Im very sorry for / that ... I apologize if I ... I apologize for (+ ing form of verb) Please forgive me for … I didn’t mean to …
  • 25. FORMULA FOR APOLOGIES Apology  Take responsibility and say you are sorry.  Ex. I am sorry that I ate your apple. Reason  Tell them why you did what you did (if appropriate).  Ex. It was on my desk, and I didn’t know it belonged to you. Promise  Promise you will try not to do it again.  Ex. Next time, I will ask before eating something.
  • 26. ButtingINTERRUPTING in…
  • 27. DEFINITION: INTERRUPT 1 : to ask questions or say things while another person is speaking : to do or say something that causes someone to stop speaking [+ obj] 2 [+ obj] : to cause (something) to stop happening for a time 3 [+ obj] : to cause (something) to not be even or continuous : to change or stop the sameness or smoothness of (something)
  • 28. WHEN TO INTERRUPT When the person has finished saying what they have to say When the person speaking slows down When the speaker pauses When they send non-verbal signals that they are finishing or are ready for interruption. When the speaker has had a fair amount of time to speak.
  • 29. WAYS TO INTERRUPT Agreement Interrupt: Enthusiastically agree. Body Language Interrupt: Non-verbal signal intent to butt in. Clarification Interrupt: Ask for clarification. Check you understand. Continuation Interrupt: Pick up where they might leave off. Disagreement Interrupt: Disagree with what is said. Disinterest Interrupt: Appear disinterested in what they say .
  • 30. WAYS TO INTERRUPT Distraction Interrupt: Become distracted by something else. Encouragement Interrupt: Keep them talking. External Interrupt: Use a third party to interrupt. Identity Interrupt: Prod the identity of the person. Loudmouth Interrupt: Talk more loudly than the other person. Motormouth Interrupt: Jump in and talk quickly.
  • 31. WAYS TO INTERRUPT Question Interrupt: Just ask them a question. Power Interrupt: Use your power to grab control. Permission Interrupt: Ask if you can interrupt. Touch Interrupt: Touch them gently as you interrupt. Yes, and Interrupt: Say Yes, and,... Yes, but Interrupt: Say Yes, but...’
  • 32. Time toQUESTIONS? Practice