how to win friends & influence councillors helen ball filcm town clerk – shrewsbury town...
TRANSCRIPT
How to Win Friends & Influence Councillors
Helen Ball FILCMTown Clerk – Shrewsbury Town Council
SLCC – Larger Councils Champion
Health Warning
These are the ramblings of a Clerk who has:•No academic qualification in psychology•Been a practitioner for 17 years•A morbid fascination in people watching•Been the brunt on Councillor frustrations•A sense of humour•Taken a light-hearted but respectful approach to building officer/member relations•No desire to ever be a Councillor•Full commitment to the Local Council Sector
Aims of this Session
• What is Personality & Behaviour?• How does it affect us as practitioners?• How can we identify our own personality traits?• How can we identify the personality traits of others?• Look at the DISC Personality Profiling Model?• How can we putting what we’ve learnt into practice?• How can we develop our personality to influence Councillors?• Top tips for keeping harmony
Personality & Behaviour?• Pattern of emotions, attitudes, behaviours constantly
displayed by an individual over time• Each individual has a unique personality• Can we mould our behaviour?
• By identifying personality patterns in ourselves we can predict our reactions to people, situations & challenges
• By identifying personality patterns in others we can understand their beliefs, values & attitudes and predict their reactions to us, other people, situations & challenges
Personality profiling the post of Clerk• Independent• Trusting• Inspiring• Adaptable• Consistent• Planned• Respectful• Accurate• Analytical
• Careful• Confident• Loyal• Enthusiastic• Considerate• Good Listener• Risk taker• Goal orientated• People orientated
TASK - What’s Your Style?Dominance Influence Steadiness Compliance
Bold Optimistic Adaptable Analytical
Strong-willed Enthusiastic Loyal Precise
Outspoken Motivator Patient Orderly
Confident Energetic Supportive Accurate
Decisive Persuasive Good Listener Detailed
Competitive Inspiring Controlled Perfectionist
Risk-taker Talker Consistent Considerate
Impatient People-Orientated Tolerant Respectful
Independent Extrovert Avoids Conflict Sensitive
Goal Orientated Likes attention Dislikes Change Inquisitive
Ego-centric Animated Relaxed Careful
Aggressive Trusting Planned Worrisome
MeDominance Influence Steadiness Compliance
Bold Optimistic Adaptable Analytical
Strong-willed Enthusiastic Loyal Precise
Outspoken Motivator Patient Orderly
Confident Energetic Supportive Accurate
Decisive Persuasive Good Listener Detailed
Competitive Inspiring Controlled Perfectionist
Risk-taker Talker Consistent Considerate
Impatient People-Orientated Tolerant Respectful
Independent Extrovert Avoids Conflict Sensitive
Goal Orientated Likes attention Dislikes Change Inquisitive
Ego-centric Animated Relaxed Careful
Aggressive Trusting Planned Worrisome
8 6 4 2
Dominance Style
THEIR OFFICE CONVERSATION
• Pictures of them with dignitaries• Back to Back Meetings• Trophies & Awards• Not set up for leisurely meetings
• Blunt & straight to the point• Appear rude when first approached• Not very trusting• Wants Big Picture not detail
MANNER DECISION
• Strong & highly confident• Impatient & Independent• Not here to make friends• Its all about me
• Quick decision maker• Wants to know return on
investment• Make decisions without following
procedure• Solution focused
Influencer Style
THEIR OFFICE CONVERSATION
• Pictures with their family & friends• Could be messy• Full waste bin• Knows their team• Coffee Table style meetings
• Very talkative & friendly• Doesn’t enjoy listening• May become bored & easily
distracted• “We did…” “The Team…”
MANNER DECISION
• Want things to reflect well on them• Outgoing, creative & excitable• Receptive to new ideas• Optimistic & self confident
• Spontaneous decision maker• Not interested in detail• Conscious of decision impact on
others• Not as worried about money
Steadiness Style
THEIR OFFICE CONVERSATION
• Pictures of family or team• Very organised & orderly• Will find time to meet • Knows team members personal
situations• Office set up for long meetings
• Likes to chat• Enjoys listening & getting to know
you• Long stories• Lots of detail
MANNER DECISION
• Easy going & laid back• Patient • Not rushed• Plain & dull colours
• Need time to think about decisions• Risk averse• Needs a committee• No decision is a good outcome
Compliance Style
THEIR OFFICE CONVERSATION
• Incredibly organised & extremely neat
• Everything filed away• Lots of reference books on
regulations• Progress on a whiteboard
• Only wants detailed facts• Listens intently• Can get bogged down in technical
detail• No big picture focus
MANNER DECISION
• High maintenance• Logical & accurate• Love detail• Reserved, but get them talking on
their pet subject, you won’t stop them
• Fussy decision maker• Can be slow to act• Finds it hard to delegate• Too much on their plate
DISC – Famous PersonalitiesDOMINANCE•Barack Obama•JFK•Margaret Thatcher•Gordon Ramsey•Tiger Woods•John McEnroe
INFLUENCE•Bill Clinton•Oprah Winfrey•Steve Martin•Robin Williams
COMPLIANCE•Bill Gates•Jackie Onassis•Albert Einstein•Al Gore
STEADINESS•Mother Teresa•Gandi•Michelle Obama•Laura Bush
DISC – Star WarsDOMINANCE INFLUENCE
COMPLIANCE STEADINESS
DISC – The SimpsonsDOMINANCE INFLUENCE
COMPLIANCE STEADINESS
DISC – Harry PotterDOMINANCE INFLUENCE
COMPLIANCE STEADINESS
QUESTION - What would happen?• If we were all:• Dominants• Influencers• Steady• Compliant
• What would happen if there were no:• Dominants• Influencers• Steady• Compliant
DISC – The QuestionDOMINANCE
What?
INFLUENCE
Who?COMPLIANCE
Why?
STEADINESS
How?
DISC – The DriverDOMINANCE
Success
INFLUENCE
Status
COMPLIANCE
Credibility
STEADINESS
Relationships
DISC - MottoDOMINANCE
Just Do It
INFLUENCE
Have Fun doing it
COMPLIANCE
Do it right – the
first time
STEADINESS
Do it together
DISC – on the front lineDOMINANCE
READY, FIRE, AIM
INFLUENCE
FIRE, FIRE, FIRE
COMPLIANCE
Aim, aim, aim
STEADINESS
READY, READY, READY
The Puddle Scenario• Dominance – Just do it,
take the risk and jump in• Influence – Have we
ever experienced this before; What was the public reaction• Steadiness – What if it
goes wrong; Have you risk assessed the situation• Compliance – how big is
the puddle, any research on water displacement & how watertight are the wellies
TASK – Selling this Conference
• In your tables, create a strap line for this conference in each of the four behaviour styles:•Dominance• Influence• Steadiness•Compliance
Reporting on ConferenceDOMINANCE
•Bullet Points of what was on the agenda•Return on investment•Will it help me do my job quicker
INFLUENCE
•Love the networking, learning that X Parish Council did it this way•Evening entertainment was a blast
COMPLIANCE
•How valid/relevant is the information learnt•Will need to research more•Much reflection
STEADINESS
•Lengthy report about absolutely everything •Finite detail of every session
Dealing with a Dominant Councillor• Be clear, specific, brief and to the point• Stick to business, cut the small talk, focus on solution
outcomes• Don’t be frightened to push back, they will respect you for it• Stay out of their personal space• Talk about the results they are looking for & how to get them• Be sure of yourself, confident and firm• Spare the details, they aren’t interested• They prefer to move quickly to complete a project
Dealing with an Influencer Councillor• Be enthusiastic & stimulating• Smile & stay close to them• Take time to be sociable, yet fast moving• Be casual & don’t come on too strong• Cater to their sense of flair & style• Listen to them & talk about their feelings• Don’t criticise their past decisions• Can decide quickly, especially if it plays to their emotions• Relatively easy to up-sell them to another model or extra
features
Dealing with a Steadiness Councillor• Sell your sincerity & commitment first, before what you are
providing• Find genuine areas of common interest• Talk softly, be warm and non-threatening• Don’t rush them; they can’t work to immediate deadlines• Serve them in an informal, orderly manner• Assure them of the reliability of the information• Reassure them of their good decision when concluding
Dealing with Compliant Councillors
• Convincing them you have the answers can be difficult; they are sceptical of anything you claim to know
• Offer something better than what they have • Be straightforward, direct & low key• Stick to business; be non-emotional• Support their logical, methodical way of thinking• Give them details to read• Provide solid tangible, practical evidence• Do not be general in you answers• They love anything that improves their standards or efficiency
Shrewsbury Town Councillors
• Labour 7• Liberal 5• Conservative 5• Total 17
• Dominance 4• Influence 4• Steadiness 4• Compliance 5
Finance Committee• Dominance 3• Influence 1• Steadiness 2• Compliance 1
Chairman – DVice-Chairman - S
• Meetings last 45-90 mins• Reports short and to
the point• Actions outcome
driven• Plenty of Officer
Delegation
Recreation & Leisure Committee• Dominance 1• Influence 3• Steadiness 2• Compliance 2
• Chairman – D• Vice-Chairman - S
• Meetings last 90-150 mins• Reports lengthy• Discussion lengthy• Decision making may
take more than one meeting• Often refer to
Council or F&GP
Planning Committee• Dominance 2• Influence 2• Steadiness 1• Compliance 3
• Chairman – C• Vice-Chairman - C
• Meetings last 90 mins (if the Dominants are present)• Need detail on
planning policy, tree type• Always want to know
public comment
How to develop your styles
Dominance• Be an active listener• Be attentive to other team
members• Be less controlling• Develop greater appreciation
for others’ feelings/opinions• Show support for other team
members• Take time to explain the
“whys”• Be friendlier & more
approachable
Influence• Be less impulsive• Be more results orientated• Exercise control over your
words/actions• Focus more on details & facts• Slow down your pace• Talk less, listen more
How to develop your style
Steadiness• Be more open to change• Be more direct in your
interactions• Focus on overall goals rather
than procedure• Show more initiative• Work at expressing thoughts,
opinions & feelings
Compliance• Concentrate on doing the
right things and not going things right
• Be more decisive• Be less critical of others’ ideas• Respond more quickly to
accomplish team goals• Strive to build relationships
with other team members• Focus less on facts and more
on people
Six Ways to make people like you1. Become genuinely interested in other people2. Smile3. Remember that a person’s name is to that person the
sweetest & most important sound in any language4. Be a good listener & encourage others to talk about
themselves5. Talk in terms of the other person’s interests6. Make the other person feel important – and do it sincerely
12 Ways to win people to your way of thinking1. The only way to get the best of an argument is to avoid it2. Show respect for the other person’s opinions. Never say “You’re
wrong”3. If you are wrong, admit it quickly & emphatically4. Begin in a friendly way5. Get the other person saying “yes, yes” immediately 6. Let the other person go a great deal of the talking7. Let the other person feel that the idea is his or hers8. Try honestly to see things from the other person’s point of view9. Be sympathetic with the other person’s ideas & desires10. Appeal to the nobler motives11. Dramatise your ideas12. Throw down a challenge
How to change people without giving offence or arousing resentment• Begin with praise & honest appreciation• Call attention to people’s mistakes indirectly• Talk about your own mistakes before criticising the other
person• Ask questions instead of giving direct orders• Let the other person save face• Praise the slightest improvement & praise every improvement• Give the other person a fine reputation to live up to• Use encouragement• Make any fault seem easy to correct• Make the other person happy about doing the thing you
suggest