Management 13th Edition by John Schermerhorn,Daniel Bachrach

Exercise 22

THINK BEFORE YOU ACT
Researchers found that tip giving increased when servers gave customers a piece of candy when presenting the bill.
Tapping into the Science of Persuasion

S cene 1. Hoteliers want to wash fewer towels. So how do they get their customers to reuse more of them The science of persuading suggests that it's best to identify the request with a social norm. Researchers found that guests reused 33% more towels when left a message card that said "75% of customers who stay in this room reuse their towels."
Lesson : Want to persuade Identify with the social norm.
Scene 2. Restaurant servers want to maximize tips. How can they get more customers to leave bigger tips The science of persuading suggests that it's best to create a sense of reciprocity in the server- customer relationship. Researchers found that tip giving increased when servers gave customers a piece of candy when presenting the bill.
Lesson : Want to persuade Create a sense of reciprocity.
YOUR TAKE
Can these lessons be turned into advice for leaders Leadership is complicated in any setting. But, it ultimately requires success at influencing other people. Do a self-check of your success in leadership situations: To what extent is "persuasion" part of your leadership skill portfolio How about the leaders you work with: Do they pass or fail as masters of the science of persuasion If persuasion is so important, should we spend more time learning and practicing how to do it really well