Ethics Archives - Page 3 of 3 - Social Engineering Blogs

This week I have been in the USA with Dr Cialdini and the INFLUENCE AT WORK TEAM. It has really provided me with a lot of focus and further context around the fields of Influence and Persuasion. One insight I gained is associated with the Principle of Reciprocity and Giving.

Reciprocity and Giving I have never considered this before but Reciprocity is really the principle of life. It allows people to build relationships, for businesses to thrive, and for communities to prosper.

We also know that Reciprocity is triggered by the giving of gifts. But the question is…

“Are all gifts the same?”

Take the following example,

Peter works at a family owned business and really enjoys the extra perks the business provides. Lunch is available daily as is a fully stocked snack and beverage refrigerator which can be accessed at any time.

If Peter perceives that the extra perks are only provided so he doesn’t leave his desk, meaning he can work longer hours and is continually reminded what the business does for him – this is a bribe.

If the perks are looked upon as something that has always been provided and is a right of everyone who works at the business – this is an entitlement.

If the perks are only topped up at the end of each month if the team hits their numbers – this is a reward.

If the perks are given with no expectation of return and are provided because the office recognises it is not that close to convenience or grocery stores – this is a gift.

Therefore the nature to which something triggers Reciprocity is linked to the intent with which it is given but also the perception of the intent by the recipient.

If something is seen as a gift this is likely to trigger the obligation and in the above case Peter is more likely to work harder and cut the business some slack if there is a lack of support for things he wants done because what they have done for him.

If the action is seen as a reward, Peter may work harder to keep his benefits, but if he knows that due to the activities of others he won’t get the reward this month, will he stop trying?

If the perks are given by way of bribe this is problematic because the business is simply buying loyalty and compliance and in harder financial times this may be harder to maintain hence performance may become very irregular. However the bribe may have deeper implications. If Peter perceives that the perks are a bribe and this is an appropriate tactic to get things done within the business, recent research suggests this may impact at a deeper level, that of the acceptance of unethical culture within the business. Therefore Peter may bribe his suppliers, other staff, etc. because “that’s how it is done around here”. So be very careful about how your efforts are perceived.

Finally if you want to see if Peter sees the perks as an entitlement – just take it away and see what happens. If Peter and his colleagues get angry they are seeing the perks as something they are “entitled to’ and therefore will not reciprocate because it is a right of working at the business.

Therefore when giving to staff or others, be clear about your intent for giving. If you have free water in a waiting area don’t put the refrigerator in clear view where people can just help themselves. Have the water behind the counter and as people come into the business, make reference to it being a warm day outside and offer them a cool drink. This is a gift. You went first and it is customised to the customer based on environmental conditions. If the water is in the waiting area it may be seen as an entitlement or a right in doing business with you.

Show your work. Let people know you are thinking about them and are providing the gift as a result of their situation. Although do not labour the point and make them feel guilty for receiving it. Give with no expectation of return and watch your relationship build as a result.

In case above, Peter realises the family business provides the lunch, snacks and beverages for the workers because times are tough and getting time to make a healthy lunch while juggling family, commute times, etc. was hard. Most employees were spending money on fast food but they were losing time out of their lunch break because they had to travel to get something. So when they got back they were often stressed and their diet was not helping them. To mix it up the business changes the menu regularly and have a theme for each month telling staff they want to help them have a healthy and happy time at work.

To show their clear intent the sign in the meal room says “That’s what family do for one and other – here’s to another great day”.

The post Reciprocity and Giving appeared first on Social Influence Consulting Group.

Aristotle is credited with the following definition of persuasion: “The art of getting someone to do something they wouldn’t ordinarily do if you didn’t ask.”
Pause and think about it for a moment. Isn’t that a great definition? If someone is already doing what you want there’s no need to communicate in order to change anything. Unfortunately, all too often others aren’t doing what you’d like and you need to communicate with them in a way that changes that.
If I could change one word in Aristotle’s definition it would be to substitute “science” for “art.” In my mind art conveys natural talents or gifts that some people might feel they lack. Science on the other hand is something that can be learned by anyone.
When it comes to the science of influence it may surprise you to know we have more than six decades of research from social psychologists and behavioral economists on the psychology of persuasion. That means we now have scientifically proven ways to communicate more effectively. In the business world we might say there are “best practices” when it comes to effectively communicating.
Aristotle taught people three criteria for effective persuasion: ethos, pathos and logos. We’ll take a look at each and see how Robert Cialdini’s principles of influence come into play.
Ethos refers to someone’s character and credibility. Two principles of influence come into play to establish ethos: liking and authority.
We know it’s easier to say “Yes” to people we know and like. That’s the principle of liking. If someone likes you the “halo effect” comes into play and they naturally give you the benefit of the doubt on many other attributes, which makes it easier to effectively communicate.
Influence Tip – A great way to get the liking principle going is to offer up genuine compliments. When you do that people feel good and associate those positive feelings with you.
We also know it’s natural for us to pay closer attention to people we view as credible – those who are wiser than we are, experts in their fields. This is the principle of authority at work.
Influence Tip – The more someone knows about your credentials and experience the easier it is to tap into ethos, so make sure they know your credentials before you speak.
Pathos is the connection the persuader makes with another when communicating. Liking and reciprocity both help build relationships so they’re what you want to try to tap into when establishing pathos.
The more someone likes you the easier it is to connect. Once you find out you have a few things in common with your audience they feel a sense of camaraderie and they’re open to what you have to say.
Influence Tip – Make sure you look for things you have in common and mention them early on. If you’re being introduced make sure a few personal items are shared before you speak. Something as simple as being married or having kids can get the ball rolling. You want your audience to know you’re just like them to make a connection.
Reciprocity tells us people feel obligated to give back to those who’ve first given to them. By doing something for others, helping them in some way, they will feel obligated to at least listen to you. Reciprocity, builds relationships because when you help others they feel good about you.
Influence Tip – Look for ways to genuinely help people before you ever ask anything of them. Once you’ve done that and need their help they’ll be much more likely to say “yes.”
Logos is the logical use of words. It’s the factual argument to be made. Consensus, consistency and scarcity come into play here.
Consensus tells us people tend to move with the crowd. When we know large numbers of people, or people just like us, are doing something we are more likely to go along with it. This is logical because historically there’s safety in numbers. As the old saying goes, “Everyone can’t be wrong.” Well, at least the majority of the time everyone isn’t wrong so it’s usually a good bet to follow the crowd.
Influence Tip – Make sure you talk about what others are doing to “invite” your audience along because it’s only logical for them to move with the crowd.
People work very hard to make sure their words and deeds match. In fact, we all feel internal psychological pressure and external social pressure to be consistent in what we say and do. This is the principle of consistency.
Influence Tip – Find out whatever you can about your audience before you speak and make sure you relate your request back to what they’ve said, done, believe, etc. After all, it only makes sense for people to stay true to themselves.
Scarcity alerts us to the reality that when something is rare or dwindling in availability it makes us want it more. Again, quite often it’s the logical thing to seize opportunities before they go away. Doing so also helps us avoid regret over lost opportunities.
Influence Tip – It should be your goal to share what makes you, your organization, or your offering unique in some way. In other words, what does somebody stand to lose by not going along with your request?
So there you have a quick summary of Aristotle’s methodology tied to Robert Cialdini’s principles of influence. Tying the concepts from these brilliant thinkers is a great one-two combination for more effective persuasion.

** To vote for Robert Cialdini, President of Influence At Work, for the Top Management Thinker of 2013