QUESTION: 13

Which type of question should be used to receive affirmation on statement?

Open
Closed
Leading
Narrow

Answer(s): B

Explanation:

Different questioning styles can be used to elicit desired responses:

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QUESTION: 14

According to Fiona Dent and Mike Brent, which of the following are characteristics of Push approach?

Select TWO that apply.

Inspirational
Persuasion
Collaborative
Seeking commitment
Directive

Answer(s): B,E

Explanation:

According to the book 'Influencing: Skills and techniques for business success' by Fiona Dent and

Mike Brent, there are two major influencing styles. Push tends to be directive. It tells, and is clear and resolute, but needs to be employed in situations where firmness is required because of difficulties that exist or weakness is evident. Pull is more participatory and collaborative. It seeks to incorporate everyone's perspective. It can appear wishy-washy if not skilfully employed. That approach should be followed which is most likely to secure commitment and not mere compliance. The two divisions can be further divided into four style categories: directive; persuasive reasoning; collaborative team oriented, people oriented to inspire them with a vision. The directive style relies on your expertise and reputation being respected by others, and where there really does seem to be one answer. It is "I" driven whereas persuasive reasoning is more "we" and issue driven. Directive styles can make the user appear as "a bull in a china shop"; persuasive reasoning can be portrayed as tough guy.
Collaborative influencing takes the "we" element further and seeks to mobilise everyone's ideas in a journey of discovery. It may have the flavour of "I'm your best friend", which may not go down too well. Visioning style is concerned to stir people's emotions in support of achieving an objective. This last one has been used by demagogues to stir people's hearts and minds for evil purposes as well as good.
A useful table offers the benefits, problems, words and body language associated with each style along with advice on when to use and when to avoid each. Cases and exercises illustrate these styles. Empathy comes in for extended treatment with the definition of "standing in the other's shoes". This does not necessarily happen just intuitively, and therefore before a specific influencing effort there should be an intense effort to think about the other person or persons and to sense what it might feel like to be them their hopes, fears, concerns, what turns them on, what turns them off, where are they coming from.

Reference:

Influencing by Fiona Elsa Dent and Mike Brent, 2006 (bd-cons.com) CIPS study guide page 163-165

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QUESTION: 15

Rose is a senior buyer from a skiing equipment retailer. Rose is concerned about the current ski boot shortage and the number of invoicing problems from a key supplier. She has decided to have a video conference with Victor, CEO of the supplier. Initially, she intends to threaten Victor with contract termination unless he can improve the situation. However, she is a little wary of doing this as the switching costs are high. Eventually, she decides to seek solutions by encouraging the other party to offer their views and ideas. Rose also prepares some ideas to discuss with Victor.
Which of the following is the persuasion method that Rose intends to use in the forthcoming conference?

Directive (push)
Persuasive reasoning (push)
Collaborative (pull)
Visionary (pull)

Answer(s): C

Explanation:

There are two major persuasion methods: 'push' and 'pull'. Persuasion can be defined as encouraging someone to do something that you want them to do for you. Persuasion is reasoning with someone so that they will believe or do something they might not otherwise do. Persuasion can be considered as 'pushing' on TOP so that they can accept the change in attitude or behaviour as a result of your actions.
Influence is the ability to affect the manner of thinking of another. Influence can be considered as pulling on TOP so that you achieve the same result, but TOP feels they have changed their attitude or behaviour as a result of their reflection and thinking, and not your direct actions. There are multiple variables to consider when choosing between 'push' and 'pull'. Professor Fiona Dent of Ashridge Business School proposes situations when each style might be most appropriate, breaking down push into 'directive' and 'reasoning' and 'pull' into 'collaborative' and 'visionary':

In the scenario, Rose intends to let both parties exchange their views and ideas so that solutions to current problems can be found. This is the typical characteristic of collaborative (pull) method.

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QUESTION: 16

During a negotiation, a procurement manager suggests that the two companies should split the difference which would benefit both the supplier and buyer.
Which persuasion method is she using?

Compromise
Threat
Good cop/bad cop
Logic

Answer(s): A

Explanation:

In the scenario, the manager propose to 'split the difference', which means each party will accept some of their demands and concede some. This is known as 'Compromise'.

Reference:

CIPS study guide page 163-165

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QUESTION: 13

Explanation:

QUESTION: 14

Explanation:

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QUESTION: 15

Explanation:

QUESTION: 16

Explanation:

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