The choice between insightful and inciteful words

 

Civil society and civility

Non-profit organisations often characterise themselves as being part of ‘civil society’. Civil society has been defined and redefined over many years, but it broadly refers to “a wide array of organisations: community groups, non-governmental organisations (NGOs), labor unions, indigenous groups, charitable organisations, faith-based organisations, professional associations and foundations” (World Bank). As other ‘for-purpose’ and social enterprise models have emerged, alongside entities promoting transparency, sustainability, and accountability, the boundaries for ‘civil society’ have also expanded.

Historically, the purpose of civil society was to achieve eudaimonia – common wellbeing or flourishing. Aristotle used the term to refer to the highest human good, and defined this as the aim of practical philosophy (applied ethics). (Recommended reading: Practical wisdom: The right way to do the right thing, by Barry Schwarz and Kenneth Sharpe, Riverhead books, 2010)

In our interpersonal communications, being ‘civil’ simply means being courteous and polite with each other. In other words, treating others as we would like to be treated. Again, therefore, the term refers to common wellbeing.

Hijacked emotion

As advocates for various causes, non-profit organisations make extensive use of social media and various other methods to engage target audiences, and even to issue ‘calls to action’. Regrettably, sometimes when we appeal to emotions the intended outcome of advocacy action gets lost, with poorly managed emotions taking over.

We see this happening when advocates start attacking opponents (ad hominem arguments) rather than focusing on the issue or problem, and the associated evidence.

Separate the people from the problem

Calibrating our words (as suggested in the header image), whether in a meeting, in social settings, or in the heat of an advocacy campaign, requires some level of mindfulness, along with an unshakeable commitment to ‘the common good’. Even when provoked by personal attacks, we do no good for the cause we represent if we resort to insults and inciteful words.

The four key principles underpinning the negotiating method recommended in the seminal reference Getting to Yes: Negotiating agreement without giving in (by Roger Fisher and William Ury, Hutchison. 1982) are highlighted in the chart below.

The words we use and the ’emotional’ tone we employ (in written or oral forms) will reflect the extent to which we have internalised the principles recommended by Fisher and Ury. Negative emotions tend to impede effective engagement and the capacity to reach agreement. Conversely, positive emotions tend to enable agreement.

The notion that you can’t argue with an angry person applies to both parties of course. Just as you won’t persuade another person of the legitimacy of your views if they are angry, you won’t budge them if you are angry either.

The emotional dimension of negotiation (and advocacy too I suggest) is the subject of a later book by Roger Fisher, this time with Daniel Shapiro – Building Agreement: Using emotions as you negotiate. Core concepts that motivate people form the central themes in this very helpful sequel.

Beyond the arguments based on effective methods of helping people to better align with your perspectives, there are also of course risk management reasons for avoiding insulting or inciteful language.

Our words and actions need to be insightful rather than inciteful.*

*As noted in a previous post, homonyms are words that sound the same but have different meanings. ‘Insightful’ and ‘inciteful’ are homonyms, but they are also an example of homophones (a subset of homonyms), words that sound the same but have different spellings and meanings.

Trolling and cyberbullying

Public health and other advocates have become victims of trolling and cyber-bullying increasingly of late, particularly since COVID appeared. The UK Centre for Countering Digital Hate (CCDH) recommends the Troll Counterstrategy outlined in the chart below.

If you or your team have been victims of trolling or cyberbullying, seek support from local health and cyber-safety groups. In Victoria, the Better Health Channel offers resources and advice on these issues, including links to mental health helplines.

https://tinyurl.com/3b8w7946

The Direct Mail Elements That Spur Action

 Which elements in direct mail pieces are most likely to spur people to take action? What types of images in direct mailings do people find most appealing?

To find out, researchers at Lob and Compere Media surveyed 2,000 people in the United States age 18 and older.

Respondents say they're most likely to take action from a piece of direct mail if it contains an offer/promotion and if they're already interested in the brand/product/service.

Older consumers (age 55+) are especially likely to say that an offer/promotion in a piece of direct mail would spur them to take action.

Respondents also say a promotion is the element most likely to get them to read a piece of direct mail from a brand they're already interested in.

Respondents say the types of images they find most appealing in direct mail pieces are images of items/services/brands they have previously purchased and images of local events or locations.

The most common actions taken after receiving a direct mailing are visiting the brand website and searching for the brand/product/service online.

About the research: The report was based on data from a survey of 2,000 people in the United States age 18 and older.

https://tinyurl.com/ymbsbtuc

Negotiations according to Tracy

 

Well, being a good marketer means being an even better negotiator. Good negotiation skills is not a must have for sales personnel, this is a must have for marketers as well. In 10 years I took part in over 100 big negotiations, very emotional and not, prepared and not, and I must say, that if this is something new for you, there is no better theory than book by Brian Tracy. His “Negotiation” is a must read for everyone in marketing and sales. If you’re planning on some business meeting very soon, you need to read it asap. This is a classic book in negotiations. And as usual I’ve prepared a short book review for you to to have a brief idea of it.

This book is all about the art of negotiating. Many people are afraid of negotiations, because they do not want to be rejected. The author suggests not take it personally. The partner says “no” not to you personally, but to the conditions offered by you. Brian Tracy gives many good advices and describes lot of cases he had during his practice.

In the beginning of the book Brian describes his classification of negotiations splitting them in two:

1. One-time – this type means that you want to have only one deal with the most favorable conditions and price, right here and right now.
2. Chinese agreement – this kind means that you want long-term relations, you sign the contract with business partners, but the conditions may vary depending on environment.

The author also describes 6 negotiation models:

1. “Win-Lose” model – A gets what he or she wants. B does not.
2. “Lose-Win” model – B gets what he or she wants. A does not.
3. “Lose-Lose” model – Neither party gets anything he or she wants from the negotiation.
4. “Compromise” model – Some wants of each party are fulfilled. Others are not.
5. “No Deal” model – Both parties agree to disagree.
6. “Win-Win” model – The parties work together to discover a third alternative that satisfies the needs of both.

Then Brian describes several methods to support your position in negotiations. This is preliminary work, authority, knowledge of the opponent, empathy, remuneration/punishment and investments. The author also investigates the effect of influence and perception during the negotiations. Here are some of the effects:

• Deficiency effect – it is necessary to create the feeling that you possess a very rare product, which other customers want to urgently buy.
• The effect of indifference – you need to create the feeling that you do not care about buying/selling goods.
• Confidence effect – you need to create the feeling that you are absolutely sure of what you are doing, in this case, partners often provide you with more favorable conditions or price.

One of the major things influencing the negotiations are emotions. The less you are emotional during the meeting, the better conditions you can get.

Brian Tracy lists some of the mandatory conditions for effective negotiations like timing (take a time-out, experienced negotiators often postpone decision-making), preparation for negotiations (it is necessary to learn as much as possible about business partners, the state of the market, etc., about all those factors that may affect the conclusion of a successful deal) etc.

The author tells about the “law of four”. He is sure that there will always be a primary question and three less important ones, which are also significant, but not so much. If in the process of negotiations, the partners have different primary questions, it will be much easier for them to agree.

The book considers the power of persuasion as another factor that influences the negotiation process, and gives several variants of persuasion methods:

• “Persuasion of reciprocity” implies that if you have done something for a person, then he subconsciously feels obligated to reciprocate you and, in turn, do something for you.
• Deviation by the method of “social proof” implies that a person always pays attention to how other people acted in the same situation.

Brian Tracy also talks about strategies for negotiating prices:

1. Disappointment (whatever price a partner calls you, you must always take it as something unpleasant for you)
2. Question (when the partner announces the price, it is necessary to ask the counter question: “Is this the best you can offer?” )
3. Simple approval (in this case it is necessary to say that you can find cheaper)
4. Reduction of the price (always necessary to reduce the price and offer something in return)
5. “Bite a little bit” (you can agree on all the main points of the contract, and then add additional conditions)

In conclusion, the author advises not to go to negotiations, if you are not ready to abandon this deal, and considers the negotiation process as uninterrupted. If circumstances arise that change your situation, then you must ask for a review of the terms of the contract, but, nevertheless, be prepared to offer something in return. He calls the “four whales”, on which the success of the negotiations stands.

1. Collect information and prepare in advance.
2. Ask for what you want to receive.
3. Look for mutually beneficial solutions.
4. Practice, practice and practice again.

People participate in negotiations constantly, this applies to both everyday life and business. The information and advice given by the author in this book are applicable in practice in any field of activity. The structure of the book is clear and logical. The author starts with the classification and models of deals and ends with methods and strategies for conducting successful negotiations. The book, in general, leaves positive impressions.

Alexey Cherkasov

https://tinyurl.com/324393ur

Communication strategy for stakeholder engagement

 

Stakeholder consultation and engagement typically follows a recognized three-step process: notification, consultation, and participation.

The public has the right to be concerned about your project, to ask questions about it, and even to oppose it. But every person should have the correct information to form her or his opinion.

Meaningful consultation that involves ongoing two-way communication with a project representative increases understanding, clarifies the community’s preferences and values, and allows the proponent to understand how the public’s views can and should lead policy decisions. However, organizations often struggle with communication with their stakeholder groups.

Factors that negatively influence communication include:

• Not understanding how to set up a stakeholder engagement project so it effectively communicates the organization’s intentions
• Suffering from a lack of focus when engaging stakeholders – and failing to define the 5 W’s (who, what, when, where, and why)
• Having the wrong person representing the organization. This can be someone who is inexperienced or whose strengths lay outside the field of communication
• Company and stakeholder groups involving multiple representatives that change over time. Relationships get lost and communication history, or commitments that were made can be forgotten.

5 tips for an effective communication strategy for stakeholder engagement

1. Make sure all information regarding your project is presented in a transparent way. The more you share in an honest, factual and easy to comprehend format, the more likely it is that stakeholders will take the time to comprehend your intentions, what their role is, and how it may affect them.

2. Communicate with stakeholders in the manner that works best for them. Recognize that each person or community is different and select the most suitable communication channel – email, online platforms, social media, phone, or in-person group meetings . People should be offered a variety of options to communicate with you and provide their input.

3. Do not judge what your stakeholders value, instead seek to understand why. Keeping an open and curious attitude will help your team understand the history and concerns of your stakeholders. This open, curious attitude will help both sides reach creative solutions to overcome roadblocks, aligning values and interests in the process.

4. Provide feedback to stakeholders on how their interests and issues are addressed and resolved. Track commitments made to them and ensure project team members coordinate consultation events, share information, and assign tasks and follow-up actions.

5. Keep a careful record of all aspects of stakeholder communications that occur over time. This includes meetings, phone calls, emails, and commitments made. Misunderstandings and delays can be prevented if you can easily demonstrate the history of all aspects of communication with your stakeholders – which is especially challenging with multi-year projects that where representatives change over time. A tool like StakeTracker helps organizations stay on top of their projects by centrally managing all communications regarding the potential impacts of initiatives on the communities in which they operate.

The value of information, and how it’s tracked and reported, is of paramount importance during the consultation process. Missteps with respect to stakeholder information management can put the success of your project in jeopardy.

Detailed consultation will identify a community’s views on your project and how this perception changes over time. It will allow you to anticipate issues and develop ways of addressing them. Ultimately, it will help develop trust and generate solutions with your stakeholders and rights-holders.

Image: Pranav under Creative Commons 2.0

https://cutt.ly/v7LrjH9

How To Communicate Effectively With Your Stakeholders

BY HANNAH STACEY

Learn how to properly communicate with all of your stakeholders enmasse and individually

Let’s face it – marketing can seem like a bit of a minefield when you’re a busy entrepreneur. When you’re occupied with new business meetings, dealing with suppliers and the other hundred and one things on your to-do list, embarking on a marketing campaign can seem like opening Pandora’s Box.

But getting your offering in front of the right people is integral to its success, and a cleverly-crafted marketing campaign can help you achieve just that. Strapped for time? Here’s a cheat sheet to creating a good marketing strategy.

What Are Your Marketing Aims?

Before you start thinking about who you want to get in front of, you must seriously consider what you want to achieve with your marketing efforts. This can be more than one thing, but remember to be reasonable with your expectations. For example, you might be:

Trying to get your product or service in front of potential customers

• Trying to get your product or service in front of potential customers

• Wanting to generate interest in your business amongst potential investors

• Get potential business partners involved

Figure Out Who You Need To Get In Front Of To Fulfil Your Aims

The scattergun approach to writing a press release, paying a questionable newswire service to post it on a few websites that nobody reads, and then sitting back and hoping for the best will not cut the mustard if you’re serious about getting in front of the right people.

If you’ve created a sound business plan, you’ll know who your various stakeholders are. Let’s use an example. I’ve just set up a great new education tech company that teaches Swedish to secondary school children using a revolutionary method (over-dubbed One Direction songs) outside of class. I’m also looking for more investment. I’ve got loads of different stakeholders, and the message that I want to relay to each of them is slightly different. These stakeholders could be:

• Secondary school pupils themselves
• The parents of secondary school pupils
• Decision-makers in schools
• Potential investors

Once you’ve come up with an exhaustive list of stakeholders, make sure you’ve recorded them in a spreadsheet to keep track of your activity.

Think About What You Want To Say And What They Want To Hear

If you get into the mindset of your potential stakeholders and what drives them, you’ll be able to craft messages that appeal to them more. Create personas by asking yourself the following questions:

• What demographics do they fall into? How old are they? Where do they live? What is their income?
• What is their part in the buying process?
• What does a day in their life look like?
• What are their pain points? What issues in their job or day-to-day life bother them?
• How can your product/service help them address these problems?

Let’s take the parents of our secondary school pupils in my example. They’re likely to be between the ages of 35 and 50 and will be the ones buying the product for their beloved children. They probably don’t speak Swedish personally but are keen to see their child progress in their Swedish lessons at school, however, they are having problems convincing their troublesome teenager to do their homework (because they would rather swoon over Harry Styles on Twitter).

How does my product help address their pain points? It makes their life easier and helps them feel like good parents when their kids ace all of their Swedish exams at school. In this case, my marketing message might be: “My product makes learning fun, so your kids succeed without you having to moan at them.”

Track Down Where They Hang Out

You may have your marketing messages sorted, but if they’re not reaching the ears of your target audience, you’ve wasted your time. It’s important to think carefully about the types of places that each of your stakeholder groups goes to for information. Here are some of the biggies and how you might use them in your marketing efforts:

• National newspapers and their websites – creating newsworthy PR stories and targeting them at relevant journalists in the national press.
• Trade press – tracking down any trade press and placing articles (interviews or opinion pieces, for example) in them.
• TV and Radio – again, using PR to generate newsworthy angles that get covered in the broadcast press (easier said than done, though!)
• Social media – using marketing techniques like social media advertising (on Facebook or LinkedIn, for example) to target your chosen demographic. Many social networks have advanced targeting options for advertisers so you can get the message across.
• Google – optimising your website for certain search terms to rank higher.
• Blogs – contacting bloggers and trying to persuade them to write about your product or service.
• Outdoor advertising

So if I’m trying to get in front of parents, the best course of actions is probably a PR campaign that gets attention from the national and broadcast press (unless they’re incredibly keen, parents are unlikely to reach any education trade press.) I would also make sure that I had ads on social networks targeting my chosen demographic with my key messages, and also make sure that my website was keyword optimised so that for any parent searching ‘how to get my child to do their Swedish homework’, my product would be the first thing that pops up in Google.

This process should be repeated for each of my target stakeholders. It may seem like a complex process, but refining your messaging to the key needs of stakeholders means that your precious time is not wasted in the long run.

https://cutt.ly/Z7LteeI

The Importance of Communicating With Your Stakeholders

Introduction

Understanding your stakeholders is vital in modern-day business. This includes listening to the views and beliefs of stakeholders as well as seeking their feedback. After all, these are the people who will shape and influence future successes (or failures).

A stakeholder is anyone with an interest in the business, either having an effect on the business or being affected by it. Typically, stakeholders can be categorized into two groups; internal and external stakeholders. Examples of internal stakeholders are employees, managers and directors. External stakeholders include customers, suppliers, shareholders and funders. Keeping every stakeholder on-side can be difficult, but can be hugely beneficial.

What is it?

The key to keeping stakeholders on-side is consultation. This involves the development of constructive and productive long-term relationships. Stakeholder consultation aims to build relationships based on mutual trust and benefits. Listening to and understanding the views and feedback from stakeholders can help shape and improve the overall operations of a business.

Stakeholder consultation can be project-based or on-going. Specific project-based consultation is generally used for the development of new products and services. For example, a company may consult with customers to establish specific needs of the target market. On-going consultation, however, is generally used to track the progress of a company in regards to stakeholder expectations and to maximize buy-in. For example, a company may consult with stakeholders regarding changes to the company’s direction or its branding.

What are the benefits?

The benefits of stakeholder consultation are clear, with some of the most significant reasons listed below:

• Enable more informed decision making
• Lead to greater stakeholder satisfaction
• Improves chances of project/initiative success
• Promote open, two-way communication

The 4-step process

The stakeholder consultation process is an opportunity for key groups to be kept informed, and for their views and feedback to be heard. It is important that any consultation is thoroughly planned with clear objectives set at the beginning.

Regardless of the aims and objectives of the stakeholder consultation, the process typically consists of four steps: Planning, Process, Presentation and Promise (the 4Ps).

Planning

The “planning” stage is where the aims and objectives of the stakeholder consultation are discussed and agreed upon. After the aims and objectives have been determined, the “planning” stage is used to discuss how the process will be carried out. Process owners allocate resources and select an appropriate consultation method. Several questions need to be asked at this stage to ensure every facet of the process is considered.

• Why do we need to consult?
• Who are we consulting?
• What resources do we have?
• How are we going to do it?
• What materials will be needed?

Process

The “process” stage is where the stakeholder consultation is actually carried out. It is important at this stage to develop effective two-way communication with the stakeholders in order to promote open and honest sharing of views and beliefs. The process and data will then need to be accurately recorded for the final stages.

Presentation

The “presentation” stage is where the data gathered is analyzed and reported on. The aims of this stage are to ensure the data is an accurate representation of the stakeholder views, and to prepare the report ready for presentation. The report is typically presented to the process owners, such as the company itself or policy makers. However, feedback will also be provided to those who took part in the process.

Promise

Lastly, the “promise” stage is where actions are put in place in response to the information gathered. The ‘promise’ of action on the back of the stakeholder consultation process helps drive the development of a long-term relationship based on transparency and collaboration.

How is it done?

Methods of stakeholder consultation are largely the same as those used for market research. The key question is whether the consultation requires depth of knowledge or breadth of knowledge. The answer generally determines which method will be chosen.

If depth of knowledge is required, a qualitative study is usually appropriate. These are studies which encourage open styles of discussion and debate. The most common methods used to gather depth of information are focus groups, individual depth interviews and observation (or ethnography). If breadth of knowledge is required, a more quantitative study is usually appropriate. These are studies which encompass large number of respondents but are restricted to closed style questions, aimed at providing generalist viewpoints. The most common methods used to gather breadth of information are online surveys, telephone surveys, and short street interviews.

Concluding thoughts

As understanding stakeholders becomes more and more important for businesses, stakeholder consultation will become a vital process to maximize success. Stakeholder consultation can be used to evaluate reactions and to track the perceptions of a company’s activities, and ensure collaboration and partnership with all stakeholders. The long-term effectiveness of an organization can depend on its relationships with stakeholders, ensuring commitment and buy-in to any future strategies and challenges. This makes for a more informed organization that is responsive to the needs of all its users and stakeholders.

https://cutt.ly/o7LtfmW

Six Ways to Make Your Commute Productive

 As workers are returning to their offices they're also returning to commuting.

An infographic (below) from Motor1 explores how to ensure this time on the road is fruitful and enriching.

The piece covers six ways to make your commute more productive, from visualizing the day ahead to listening to driving meditations.

It also looks at things not to do during your commute—and what to do instead.

https://bit.ly/3Lw5bnl