At the beginning of this month I held a workshop at the BESIG (Business English Special Interest Group) conference in Prague. If you’re not a member of IATEFL or BESIG then do consider it – they are great organisations that offer lots of professional development and support! My workshop was about rapport-building skills, something which I’m fascinated by and a topic that I believe business people really need to master in order to work more effectively with colleagues and contacts. Among other issues, we looked at the factors that persuade people to take action and how these are related to rapport.
A good while ago I came across the work of Robert Cialdini, a psychologist who identified 6 factors which influence people. These are based on undercover work he did, spending time in insurance companies, car dealerships and fundraising organisations, so that he could identify how persuasion worked in real life situations. His theory is interesting for anyone who has great ideas or a great product or service and wants to convince other people to invest in it. In my opinion this carries great weight not just for the businesspeople who we teach every day, but also for us as teachers. We’re providing a service, whether it be as part of a school or university, or as a freelance trainer or coach. Let’s look at how Cialdini’s influencing factors can improve our own success, as well as that of our learners:
Factor one: Reciprocity – we’re more likely to do something for people who’ve done something for us.
For the teacher: If we give someone a trial lesson they are more likely to sign up for a course.
For the learner: Our learners are more likely to support someone’s ideas more if that person lends them a hand at a busy time.
Factor two: Commitment – once someone says yes to something they’re pretty likely to follow through.
For the teacher: It’s likely that if we get a learner to agree to call and cancel the lesson officially if he can’t make it, that he actually will do so when that happens.
For the learner: An employee has a greater chance of getting support on a project from his team members if he has established interest in the project when it was first being developed.
Factor three – Social proof – people tend to look around them and are heavily influenced by what others are doing.
For the teacher: using learner testimonials will persuade new students to sign up for courses.
For the learner: companies we teach in may use testimonials to sell their products or services.
Factor four – Authority – people follow the lead of recognized experts.
For the teacher: we can use our experience and qualifications to promote our services and gain respect.
For the learner: our learners can use their job titles, uniforms and even accessories such as their car or equipment to demonstrate their expertise.
Factor five – Scarcity – the less of something there is, the more we want it.
For the teacher: if we can develop niche training skills we can make ourselves more in demand and charge higher prices.
For the learner: people working in sales may offer customers a specific product for a limited time only, creating an emotional reaction which encourages the customer to buy.
Factor six – Liking – people tend to say ‘yes’ more often to people they know and like.
For the teacher: if we build rapport with our learners they’ll come back for more classes.
For the learner: if our business English learners build rapport with their customers they may be able to make repeat sales more easily.
It’s clear that embracing these ideas can go a long way to both building rapport and establishing credibility in business, whether that be English teaching or in any other industry. I’ve developed a lesson based on persuasion skills which you’re welcome to try out with your learners. It’s based on business English but is easily transferable to other types of classes. I originally developed it to teach a group of pre-service university students who needed to learn presentation skills and use their voice and body language to present more convincingly. I found it to be great fun – if you try it out I’d love to hear how it worked for you.