To Sell Is Human: The Surprising Truth About Moving Others (29 page)

3.
“The Lord Chamberlain & Censorship,”
Leither Magazine
, March 9, 2012, available at http://www.leithermagazine.com/2012/03/09/the-lord-chamberlain-censorship.html.

4.
See Mary M. Crossan, “Improvisation in Action,”
Organization Science
9, no. 5 (September–October 1998): 593–99; Dusya Vera and Mary Crossan, “Theatrical Improvisation: Lessons for Organizations,”
Organization Studies
25, no. 5 (June 2004): 727–49; Mary M. Crossan, João Vieira da Cunha, Miguel Pina E. Cunha, and Dusya Vera, “Time and Organizational Improvisation,”
FEUNL Working Paper
No. 410
, 2002, available at http://dx.doi.org/10.2139/ssrn.881839; Keith Sawyer,
Group Genius: The Creative Power of Collaboration
(New York: Basic Books, 2007); Patricia Ryan Madson,
Improv Wisdom: Don’t Prepare, Just Show Up
(New York: Bell Tower, 2005).

5.
Zazli Lily Wisker, “The Effect of Personality, Emotional Intelligence and Social Network Characteristics on Sales Performance: The Mediating Roles of Market Intelligence Use, Adaptive Selling Behaviour and Improvisation” (doctoral thesis, University of Waikato, New Zealand, 2011).

6.
Laura Janusik and Andrew Wolvin, “24 Hours in a Day: A Listening Update to the Time Studies,” paper presented at the meeting of the International Listening Association, Salem, Oregon, 2006.

7.
Mortimer Adler,
How to Speak/How to Listen
(New York: Touchstone, 1997), 5.

8.
Judith Lee, “10 Ways to Communicate Better with Patients,”
Review of Ophthalmology
7, no. 10 (October 2000): 38.

9.
Keith Johnstone,
Impro: Improvisation and the Theatre
(New York: Routledge, 1981), 99.

10.
Stephen R. Covey,
The 7 Habits of Highly Effective People
(New York: Free Press, 1990), 207.

11.
Alfred C. Fuller (as told to Hartzell Spence),
A Foot in the Door: The Life Appraisal of the Original Fuller Brush Man
(New York: McGraw-Hill, 1960), 193.

CHAPTER 9. SERVE

1.
World Health Organization,
Global Status Report on Road Safety
, 2009, available at http://whqlibdoc.who.int/publications/2009/9789241563840_eng.pdf. See Table A.2.

2.
Ibid., 1, 2. See Table 1.

3.
James Habyarimana and William Jack, “Heckle and Chide: Results of a Randomized Road Safety Intervention in Kenya,”
Journal of Public Economics
95, nos. 11–12 (December 2011): 1438–46.

4.
Ibid., 441.

5.
Ibid., 444.

6.
Yehonatan Turner and Irith Hadas-Halpern, “The Effects of Including a Patient’s Photograph to the Radiographic Examination,” paper presented at Radiological Society of North America Ninety-fourth Scientific Assembly and Annual Meeting, December 3, 2008. See also “Patient Photos Spur Radiologist Empathy and Eye for Detail,” RSNA Press Release, December 2, 2008; Dina Kraft, “Radiologist Adds a Human Touch: Photos,”
New York Times
, April 7, 2009.

7.
Turner and Hadas-Halpern, “The Effects of Including a Patient’s Photograph.”

8.
“Patient Photos Spur Radiologist Empathy and Eye for Detail,”
ScienceDaily
, December 14, 2008, available at http://bit.ly/JbbEQt.

9.
See Atul Gawande,
The Checklist Manifesto: How to Get Things Right
(New York: Picador, 2011).

10.
See, for instance, “Disconnection from Patients and Care Providers: A Latent Error in Pathology and Laboratory Medicine: An Interview with Stephen Raab, MD,”
Clinical Laboratory News
35, no. 4 (April 2009).

11.
Sally Herships, “The Power of a Simple ‘Thank You,’”
Marketplace Radio
, December 22, 2010.

12.
R. Douglas Scott II,
The Direct Medical Costs of Healthcare-Associated Infections in U.S. Hospitals and the Benefits of Prevention
, Centers for Disease Control and Prevention, March 2009, available at http://www.cdc.gov/HAI/pdfs/hai/Scott_CostPaper.pdf; Andrew Pollack, “Rising Threat of Infections Unfazed by Antibiotics,”
New York Times
, February 26, 2010; R. Monina Klevens et al., “Estimating Health Care–Associated Infections and Deaths in U.S. Hospitals, 2002,”
Public Health Reports
122, no. 2 (March–April 2007): 160–66.

13.
Adam M. Grant and David A. Hofmann, “It’s Not All About Me: Motivating Hand Hygiene Among Health Care Professionals by Focusing on Patients,”
Psychological Science
22, no. 12 (December 2011): 1494–99.

14.
Ibid., 497.

15.
Atul Gawande, “The Checklist,”
New Yorker
, December 10, 2007; Gawande,
The Checklist Manifesto: How to Get Things Done Right
(New York: Picador, 2011).

16.
Grant and Hofmann, “It’s Not All About Me,” 498.

17.
See, for instance, Dan Ariely, Anat Bracha, and Stephan Meier, “Doing Good or Doing Well? Image Motivation and Monetary Incentives in Behaving Prosocially,”
American Economic Review
99, no. 1 (March 2009): 544–55; Stephan Meier,
The Economics of Non-Selfish Behaviour: Decisions to Contribute Money to Public Goods
(Cheltenham, UK: Edward Elgar Publishing Limited, 2006); Stephan Meier, “A Survey of Economic Theories and Field Evidence on Pro-Social Behavior,” in Bruno S. Frey and Alois Stutzer, eds.,
Economics and Psychology: A Promising New Cross-Disciplinary Field
(Cambridge, MA: MIT Press, 2007), 51–88.

18.
Laurel Evans, Gregory R. Maio, Adam Corner, Carl J. Hodgetts, Sameera Ahmed, and Ulrike Hahn, “Self-Interest and Pro-Environmental Behaviour,”
Nature Climate Change
, published online August 12, 2012, available at http://dx.doi.org/10.1038/nclimate1662.

19.
Adam M. Grant, “The Significance of Task Significance: Job Performance Effects, Relational Mechanisms, and Boundary Conditions,”
Journal of Applied Psychology
93, no. 1 (2008): 108–24.

20.
Robert K. Greenleaf,
Servant Leadership: A Journey into the Nature of Legitimate Power and Greatness, 25th Anniversary Edition
(Mahwah, NJ: Paulist Press, 2002), 27.

21.
Ibid.

22.
Alfred C. Fuller (as told to Hartzell Spence),
A Foot in the Door: The Life Appraisal of the Original Fuller Brush Man
(New York: McGraw-Hill, 1960), 87.

Index

The page numbers in this index refer to the printed version of this book. To find the corresponding locations in the text of this digital version, please use the “search” function on your e-reader. Note that not all terms may be searchable.

ABCs

“Always be closing” model, 68

moving others, 4–5, 68–69

See also
attunement; buoyancy; clarity

accountability, 212–15

“Ad Game” exercise, 202

Adler, Mortimer, 190

Akerlof, George, 47–49

Albarracín, Dolores, 101–2

“Always be closing” strategy, 68

“Amazing Silence” exercise, 190–91

Amazon.com, 89–90

ambiversion

development of ambiversion skills, 90–91

self-assessment website, 90

and success in selling, 82–84

Andreessen, Marc, 31

app economy, 31–32

appropriate negativity, 122

Atlassian, 32–34

attitude, negative

appropriate negativity, 122

benefits of, 121–22

blemished frame, 139–40

defensive pessimism, 122

disputing and de-catastrophizing, 119

learned helplessness, 109–10

pessimistic explanatory style, 110–11

positivity/negativity ratio, 107–8, 118

rejection, 99, 120–21, 122–23, 193

attitude, positive

belief in product, 106–7

blemished frame, 139–40

broadening effect on negotiations, 104–6

making partner look good, 195–98

Optimism Test, 120

optimistic explanatory style, 111–12, 118–20

Positivity Self Test, 118

positivity/negativity ratio, 107–8, 118

self-talk, 100–101

“Yes and” technique, 193–94, 202

attunement

ambiversion, 80–84

E Test, 69–70

empathy in medical settings, 74

attunement (
cont
.)

empathy versus perspective-taking, 73–74, 79

hearing offers, 189

humility, 79

information asymmetry and power position, 72

power and status reduction, 70–73, 228

relationships and social cartography, 74–75

strategic mimicry, 75–79

touching, 78

attunement tips and exercises

ambiversion skills, 90–91

“Conversation with a Time Traveler” exercise, 91–92

discovering commonalities, 95

empty-chair technique, 89–90

“Mirror, mirror” exercise, 94

social cartography, 92–93

starting conversation, 87–88

strategic mimicry, 88–89

Avon, 15

Bezos, Jeff, 89–90

blemished frame, 139–40

blockhead myth, 62

Bob the Builder model of self-talk, 101

Bohl, Brett, 214

Boyd, Stowe, 168–69

Brooklyn Brine, 27–28

buoyancy

belief in product, 106–7

emotional approach, 104–6

interrogative self-talk, 100–103

optimistic explanatory style, 109–12

perseverance despite rejection, 99

positivity ratios, 103–8

buoyancy tips and exercises

“enumerate and embrace” rejection strategy, 120–21

explanatory style, 118–20

interrogative self-talk, 117

negativity and defensive pessimism, 121–22

positivity ratio, 118

Rejection Generator Project, 123

writing rejection letter, 122–23

Bureau of Labor Statistics, 16–18, 37–38

Burnkrant, Robert, 162–63

Cannon-Brookes, Mike, 32–34

car sales and salespeople

dishonesty and sleaziness, 48–49, 50–55, 56–57

empathy, 56–57

information asymmetry, 47–48, 58–60

information parity, 49–50, 55–56, 60–62