For many of us, a cup of coffee to start our day is essential. Often the pot is brewed before we even arise from our slumber thanks to the useful programming features on many of today’s coffee makers. Imagine her disappointment then, when Ann awoke to no aroma and no steaming pot of coffee waiting for her from her newly-purchased coffee maker. Ann had programmed it the night before, and it should have worked, but alas, it did not. After cleaning it and repackaging it, Ann returned it to the store where she had purchased it with the hope of obtaining a refund. In the course of her attempt to obtain a refund, Ann utilized all nine influence tactics assessed in the Influence Behavior Questionnaire (PSU WC, 2014). Some of these tactics were effective; others were not.
With a smile and a friendly greeting, Ann approached the attendant at the customer service desk hoping that her pleasant demeanor would influence the attendant to issue her refund request. This is an example of the influence tactic of ingratiation, where an agent, i.e., the person doing the influencing, attempts to put the target, i.e., person being influenced, in a good mood because they foresee the possibility that things may not progress in a positive way (PSU WC, 2014). The attendant was not responsive to Ann’s smile and friendliness.
Ann then proceeded to state the facts of the situation and request a refund of her purchase. This is an example of a rational persuasion influence tactic in that the agent used logic and facts in an attempt to influence the target (PSU WC, 2014). The attendant did not issue the refund.
So, Ann asked the attendant to suggest how she might go about obtaining a refund for the defective coffee maker. This is an example of the influence tactic of consultation because the agent enlisted the target’s help to obtain the goal (PSU WC, 2014). While the attendant did not issue the refund, she did recommend that Ann speak with the manager.
When the manager appeared, Ann attempted to make the manager feel sorry for her and thus issue the refund. This is an example of the influence tactic of inspirational appeal (PSU WC, 2014). The manager was not persuaded however.
Ann then told the manager that if a refund for the coffee maker was issued, Ann would go pick out another coffee maker in the store, thereby keeping her money at their store. This is an example of an exchange influence tactic in that the agent offered the target an incentive in an attempt to influence the target’s behavior (PSU WC, 2014). The manager again was not influenced.
Attempting to use the influence tactic of personal appeals, Ann asked the manager to issue the refund because Ann had been a long-time customer of their store (PSU WC, 2014). This influence tactic plays on the friendly relationship shared between the two parties. Once again, the manager was not convinced.
By now Ann was losing her patience. I, another customer, was standing nearby, so Ann turned to me and asked my opinion about whether the store should issue her a refund due to the coffee maker being flawed. This is the influence tactic of coalition because the agent attempted to rally support from others in an attempt to influence the target’s behavior (PSU WC, 2014). While I agreed with her, the manager still did not.
Now Ann was angry. Ann threatened the manager that if she did not issue the refund, Ann would take her business elsewhere and never return to their store again. This is the influence tactic of pressure in that the agent used a threat in an attempt to influence the target’s behavior (PSU WC, 2014). The manager was still not convinced.
Ann then turned toward the storefront window and signaled for her husband to come inside. Dressed in his state police trooper’s uniform, he approached the desk and asked what seemed to be the problem. The manager, obviously intimidated by the uniform, stammered and apologized and then quickly issued the refund to Ann. This is an example of a legitimizing influence tactic because the agent used position and authority to influence the target’s behavior (PSU WC, 2014). Ann had hoped that her other tactics would work and not require her to use her husband’s intimidating position of authority, but she did what was necessary to achieve the outcome she desired.
While the pursuit of a refund for a defective coffee maker may seem trivial, the example demonstrates that there are many tactics that a person can use to influence another’s behavior, and often times, an agent will sample several tactics to find the best one for the situation and the target (PSU WC, 2014). This is especially important in the workplace as the influence tactics used by a manager can impact not only the short-term task completion of the subordinate, but also the long-term commitment of the subordinate to the manager and the organization (Yukl & Tracey, 1992). Ann’s use of a legitimizing influence tactic yielded a positive outcome; however, it rarely does so in the workplace because tactics that are inspiring and encouraging to subordinates, like rational persuasion and exchange, are more effective than tactics that are oppressive and discouraging, like pressure and legitimizing (PSU WC, 2014). Therefore, it behooves managers and leaders to find tactics that not only influence their subordinates in the short-term, but also make them feel good about their work and themselves and stimulate them to increased performance, much like a good cup of coffee.
References
Pennsylvania State University World Campus. (2014). PSYCH 485 lesson 7: Power and influence. Retrieved from https://courses.worldcampus.psu.edu/sp14/psych485/001/content/07_lesson/01_page.html
Yukl, G., & Tracey, J. B. (1992). Consequences of influence tactics used with subordinates, peers, and the boss. Journal of Applied Psychology, 77 (4), 525-535. doi:http://dx.doi.org/10.1037/0021-9010.77.4.525
Kimberly Ann Sisti says
Your title caught my eye because I am a coffee addict, too. You did a great job of incorporating all nine influence tactics discussed in Lesson 7 (Pennsylvania, 2014) into a real-life example of how they can be used to modify another person’s behavior to achieve a positive outcome. Ann, the customer, used pressure tactics because she expected opposition from the store manager. The manager had the advantage in this situation because of her legitimate power (Pennsylvania, 2014). This power gave her the authority to accept or deny the customer’s plea for a refund. She had to use her knowledge and experience to decide on the outcome of this interaction. It is her job to see that the store remains profitable, yet part of that requires repeat customers. I agree that workplace situations differ than the individual example because of the hierarchy and organizational commitment involved in organizations, but you made a valid association with regard to the process of the situation, influence, resistance, and outcome.
Reference:
Pennsylvania State University World Campus. (2014). PSYCH 485 lesson 7: Power and influence. Retrieved from https://courses.worldcampus.psu.edu/sp14/psych485/001/content/07_lesson/01_page.html
Esmeralda Zavala says
Poor Ann. She simply could not win any argument and failed at being persuasive from any angle and this was just bad business for the store. Rational persuasion and exchange should have worked here with the manager if any logic had been used because now they lost the business of one customer that can spread the word about their business tactics.
Although Ann received a refund through the use of legitimate power in the form of her police officer husband (lack of java can make you do crazy things) this is an extreme use of influential tactics and power and it is usually an unpleasant experience which is probably one reason some, if not most, people of power (i.e. politicians) are not always viewed in such positive lights.