Influence Tactics And Outcomes

Question 1

Define influence

Answer 1

The force one person exerts on someone else to induce a change in behaviors, opinions, attitudes, goals, needs, and values

Question 2

What are the main goals of an influence attempt?

Answer 2

To change ATTITUDE
To change BEHAVIOR

Question 3

Three types of influence based on position in organization

Answer 3

Upward
Lateral
Downward

Question 4

The 3 possible outcomes of an influence attempt

Answer 4

Resistance
Compliance
Commitment

Question 5

When under coercion or pressure a person does the EXACT OPPOSITE of what is asked.

Answer 5

PSYCHOLOGICAL REACTANCE

Question 6

In what situation is COMPLIANCE enough of a response to an influence attempt?

Answer 6

When a task is straightforward, does not require much initiative

Question 7

What is a potentially troublesome consequence of a COMPLIANCE response?

Answer 7

-lack of ENTHUSIASM or INITIATIVE which can be problematic in the future

Question 8

Name 5 important consequences/outcomes from achieving COMMITMENT response?

Answer 8

-a desire or want to do something (the thing)
-leads to self-discipline and proactive behavior
-improves motivation that can then motivate others
-engenders positivity and enthusiasm
-leads to natural flow of positive actions and behaviors (without hesitation)

Question 9

Three categories of INFLUENCE TACTICS

Answer 9

-HARD TACTICS- based on power and intimidation; forceful
-SOFT TACTICS- based on likability & reciprocity; focussed in needs and emotions
-RATIONAL TACTICS- based on logic and information; the cold hard facts

Question 10

Name the 6 HARD TACTICS

Answer 10

-pressure
-exchange
-legitimating
-upward appeal
-coalition
-blocking

Question 11

Name 5 SOFT TACTICS

Answer 11

-Ingratiation
-Personal Appeal
-Inspirational Appeal
-Consultation
-Collaboration

Question 12

PRESSURE

Answer 12

-using demands, threats, or intimidation
-reminding of negative consequences of non-adherence

Question 13

EXCHANGE

Answer 13

-use of reward
-reminding of favor owed
-can be hard, soft, or rational tactic depending upon use/context

Question 14

LEGITIMATING

Answer 14

-reminding position of more authority
-or, inline with company policies or culture/traditions

Question 15

UPWARD APPEAL

Answer 15

-request cleared by person in authority
-request represents thinking of senior management
-asking manager to convince agent of something
-intimating will go to immediate supervisor/manager if non-compliance

Question 16

COALITION

Answer 16

-asking others to join forces in effort of convincing someone to agree or comply or consent

Question 17

BLOCKING

Answer 17

-getting in the way of progress or task completion or threatening to

Question 18

INGRATIATING

Answer 18

-praising or flattering before making request

Question 19

PERSONAL APPEAL

Answer 19

-appealing loyalty or good relationship/personal bond

Question 20

INSPIRATIONAL APPEAL

Answer 20

-appealing to emotions, values, aspirations

Question 21

CONSULTATION

Answer 21

-seeking someone’s input and participation while making decision to get their support

Question 22

COLLABORATION

Answer 22

-making opportunity to work as a team, gather and brainstorm ideas

Question 23

Key findings regarding the relationship between TACTICS and OUTCOMES

Answer 23

-rational and soft tactics can lead to commitment
-hard tactics DO NOT lead to commitment
-hard tactics are most likely to lead to resistance
-if difficult task needs to be done on tight schedule then hard tactic may have be used, at least initially

Question 24

What are 4 factors, other than tactic, that may impact the outcome of an influence attempt?

Answer 24

-objective of the influence attempt
-relative power status
-relationship between the parties
-skill with which power is exerted

Question 25

Top FOUR combinations of influence tactics

Answer 25

-SOFT + SOFT
-SOFT + RATIONAL
-SOFT
-SOFT + HARD
-in other words, it always helps to establish a connection

Question 26

Analysis of any situation where influence is exerted includes:

Answer 26

-what type of tactic to be used (hard, soft, rational)
-which specific tactic is most appropriate to the situation and the position of power
-which combinations of tactics to be used