Influencer: The New Science

of Leading Change

Study Guide

https://gracelead.co

last update = 17Sep2015

Influence Key 1 = Focus & Measure.............1 This document contains a summary of key
Clear and Compelling Goal .....................................1 points, some observations, and some group
discussion questions for
Measure and Publish Frequently ........................1
Influencer: the New Science of Leading
Influence Key 2 = Find Vital Behaviors .........2 Change by Joseph Grenny, Kerry Patterson,
Tips for Finding Vital Behaviors ............................2 David Maxfield, Ron McMillan, Al Switzer.
Test to Confirm Vital Behaviors ...........................2 Though this guide supports group discussion,
Influence Key 3 = Engage Six Sources .........3 you may also find it useful as an individual study
guide.
1-Make the Undesirable Desirable ................... 3
2-Surpass Your Limits ............................................4 Note to participant: You will likely gain
3-Harness Peer Pressure .....................................4 more from the book if you read a small
4-Find Strength in Numbers ................................5 amount at one sitting and put some
thought into how the ideas apply in your
5-Design Rewards, Demand Accountability ..6
current ministry.
6-Change the Environment ...................................7
Become an Influencer ..........................................8 Note to leader: The Self-Assessment
Exercise is for each persons personal
Three Keys .....................................................................8 reflection. Some participants may prefer
Dont Confuse Tinkering with a Genuine Effort8 not to discuss it.
Diagnose Before You Prescribe .......................... 8
Influencer Self Assessment ...............................9
Exercise: Personal Action Plan .....................11
Influence Key 1 = Focus & Measure
KEY POINT: Measure and Publish Frequently

Measurement done correctly will inform and A measure wont drive behavior if it doesnt
drive behavior. maintain attention. We will need to measure
frequently and publish the results frequently.

Clear and Compelling Goal Example from Grace:

Discussion Questions Heres a chart from one ministry that (in July
2012) began tracking and reporting a key
What result are we trying to achieve with this measure (contacts) every week. Notice the
ministry? difference between 2012 and 2013.
Is our goal SMART (specific, measurable,
attainable, relevant, time-bound)?

Example from the book:

Will NOT Work Well Will Work Well

We will reduce We will save

preventable harm 100,000 lives from
in hospitals. medical mistakes
by June 14, 2006.

too vague specific, time bound

not compelling engages heart and Discussion Question

brain
In our ministry, do we measure and report at
least monthly?
You can talk about results all you want, but they
remain nothing more than ideas until you decide
exactly how you will measure them in a relevant
way. If our desired result is not particularly
tangible, we will need to operationalize it into
something we can measure.

Discussion Question

What is our measure of progress in this

ministry?

Influencer Study Guide https://gracelead.co [ 1

 ]
Influence Key 2 = Find Vital Behaviors
KEY POINT:

One or two vital behaviors, well executed, will

yield a big difference in getting the results we
desire.

Discussion Question

What are the vital behaviors that will increase

the results that matter to our ministry?

Tips for Finding Vital Behaviors

1. Notice the Obvious. Look for behaviors that

are obvious but underused (because they
are difficult).
2. Look for Crucial Moments. Identify those
times where everything will work against the
results you want. Look for behaviors that
can help you overcome those crucial
moments.
3. Learn from Positive Deviants. Look for
people that do well in a challenging situation
even when others are having problems.
Identify what they are doing differently that
could help others succeed.
4. Spot Culture Busters. Watch for crucial
moments when the needed behaviors go
against cultural norms or unwritten rules.

Test to Confirm Vital Behaviors

If you are unsure the behaviors you identify are

true vital behaviors, track the behaviors and
results then compare. If an increase in the
desired results accompanies an increase in the
behaviors, you have identified vital behaviors.

Influencer Study Guide https://gracelead.co [ 2

 ]
Influence Key 3 = Engage Six Sources
It will be a challenge to help people regularly demonstrate the vital behaviors. To overcome resistance
to change, use all six sources of influence.

1-Make the Undesirable Desirable

provide a second hand experience. Create a

vicarious experience with compelling stories.
4. Make it a Game: Find a way to keep score,
giving frequent feedback that lets people
know how they are progressing. Make sure
that people are in control of the things you
are measuring.

Discussion Questions for Make the

Undesirable Desirable

In this ministry, what vital behaviors appear to

be undesirable to volunteers or staff?
What can we do to make the undesirable
desirable?

One of the big challenges in changing behavior

is that good behaviors feel bad and bad
behaviors feel good.

4 Tactics to Help People Love What They

Hate

Find ways to stimulate positive impulses.

1. Allow for Choice: Forcing people to comply

will not bring change. Instead, help them
reach their own conclusions. Listen to them
and help them frame the change process in
their own terms.
2. Create Direct Experiences: Help people
connect with the consequences of their
choices. Put them in situations where they
try the new behaviors.
3. Tell Meaningful Stories: If you cant get the
person to engage in a direct experience,

Influencer Study Guide https://gracelead.co [ 3

 ]
2-Surpass Your Limits

Kick-Start Your Brain

Your amygdala (go system) engages whenever
you sense danger. It also becomes active when
you experience an appetite or craving. When
this happens, you dont think clearly. To activate
your frontal lobe (know system), argue with your
feelings. When you force your brain to work on
a question, it must use the know system
because the go system is not equipped for that
type of reasoning. This distraction can get you
past the prompting of your go system. You then
become more capable of doing the good
behaviors.

Discussion Questions for Surpass Your

Refine Skills Limits
Skill trumps will. To improve skill requires
deliberate focused practice. While learning, What opportunities do we provide our
there should be a short period between the volunteers and staff for skill practice?
teaching and testing. Provide clear, frequent Have we established a known standard for
feedback against a known standard. Set short- performance?
term objectives on behaviors that lead to How often do we provide clear feedback?
results rather than on the results themselves.

3-Harness Peer Pressure

Make sure people feel praised, supported, and

encouraged when they enact vital behaviors.
Enlist accomplices that say and do things to
model the vital behaviors.

The Power of One

Arrange for a respected person to succeed at a
vital behavior. This will motivate others to try the
vital behavior.

Become an influencer yourself through

sacrifice.

TIME: Give a substantial amount of your time

in practicing the vital behavior.

Influencer Study Guide https://gracelead.co [ 4

 ]
 MONEY: Give a substantial amount of your Create new norms.
resources to support the vital behavior.
EGO: Demonstrate how important the vital Break the code of silence. Find ways to make
behavior is to you by sacrificing your ego when the un-discussable discussable. Make it safe
you make a mistake related to the vital to talk about controversial topics.
behavior.
PREVIOUS PRIORITIES: Sacrifice a previously Create 200 percent accountability making
important priority to support the new vital people responsible for doing the vital behavior
behavior. themselves and for holding others
accountable as well.
Engage formal and opinion leaders.
Discussion Questions for Harness Peer
Find those who are socially connected and Pressure
respected who are also open to new ideas.
Partner with these early adopters to increase Which of our volunteers have the most
the willingness of others to try the new vital influence with other volunteers?
behavior. What can we do to engage those influencers?

4-Find Strength in Numbers

2. When You Cant Succeed on Your Own.

Develop peoples ability to work as a team.
Teach them collaboration skills. Help them
see how their needs are interconnected.
Help them see the larger cause.

3. When the Risk is High. When there is a

high likelihood of failure, put people in a
position of being accountable for one
another. Maximize peer support. Teach
them to help themselves by helping others.
Win as a team, not as individuals.

4. When There are Blind Spots. When people

cant see where they are performing poorly,
provide some real time feedback from
someone who knows how to perform the
When do you need the help of others to
task well.
accomplish challenging changes?
Discussion Questions for Find Strength in
1. When Others are Part of the Problem. If
Numbers
several people are reinforcing the wrong
behavior, you will need to engage all of them
How do we encourage volunteers and staff to
to influence change. Ask your enablers to
be accountable for one another?
become your helpers.
What blind spots do our performers have?

Influencer Study Guide https://gracelead.co [ 5

 ]
5-Design Rewards, Demand Accountability

CAUTION #3
Awards ceremonies are often demotivating
both to the recipient and audience. The
recipient may not like public attention. The
audience may think they deserved the attention
more than the recipient. This does not positively
motivate people.

Pam Note:

Setting up a system where there is one winner

can generate lack of cooperation. On the other
hand, if you set up a system where people
compete against a target and all those who
meet the target win, people are more likely to
CAUTION #1 help one another win. This is called creating a
You can make things worse if you focus on bigger winners circle. See Bringing Out the
rewards before addressing personal and social Best in People, -Aubrey Daniels
motivation. First:
CAUTION #4
Connect vital behaviors with intrinsic
Be careful of the message you send with
satisfaction (make the undesirable desirable).
punishment. Make the unacceptable behavior
Line up social support for the vital behaviors
clear. Give a warning. Follow through. Dont
(harness peer pressure).
ignore harmful behaviors.
Only then should you consider rewards.
Discussion Questions for Design Rewards,
If personal and social motivation are solidly in
Demand Accountability
place, think of incentives that are:
Clearly tied to vital behaviors (not results
What types of rewards or incentives are we
because often people have no direct control
using in this ministry?
over results); If you pick real vital behaviors,
How have we addressed the concerns in
the results will come when the vital behaviors
Caution #1?
increase.
How do we manage awards ceremonies? Are
Come soon after demonstration of vital
we violating Caution #3?
behaviors (that you can observe)
Symbolically significant (not extravagant, but
welcome gestures of appreciation).

CAUTION #2
If you reward people for engaging in activity that
they already find satisfying, this will often
devalue the activity and lessen their likelihood of
continuing the activity without reward.

Influencer Study Guide https://gracelead.co [ 6

 ]
6-Change the Environment

Pam Note:

Visible = In front of those who you want to

demonstrate the vital behaviors
Timely = Gathered quickly after each
opportunity to demonstrate the vital behaviors
and reported frequently (weekly, not yearly)
Relevant = Measures occurrences of vital
behaviors
Accurate = Reliably reflects the number of
occurrences of vital behaviors

Manage Space: the Final Frontier

Frequency and quality of human interaction is
Some times its easier and more helpful to largely a function of physical distance
change things instead of people. (propinquity). To optimize social support, find
ways to make interaction convenient.
Our environment is a source of influence that is
often underused. There are two reasons. Make it Easy
1. Powerful elements from our environment Find ways to use things (tools, furniture, room
are often invisible to us. We fail to notice layout...) to make vital behaviors easier and
their profound affect on behavior. detracting behaviors more difficult. Look for
2. When we do notice an environmental factor, ways to make the correct tasks easier to
we usually dont know what to do about it. perform.

Learn to Notice Make it Unavoidable

Begin to look for ways your environment is Often all thats required to make a good
affecting your behavior and the behavior of behavior unavoidable is to structure it into your
others. daily routine.

Make the Invisible Visible Discussion Questions for Change the

Find ways to draw attention to environmental Environment
factors that most people dont notice.
How well are we purposefully using our data
Mind the Data Stream stream to drive vital behaviors?
Data can drive behaviors if they are visible, How does our physical environment support
timely, relevant, and accurate. or discourage vital behaviors?

Reports and charts should be focused and

deliberate. They should always focus on vital
behaviors. It is a waste of time to gather and
publish data not related to vital behaviors.

Influencer Study Guide https://gracelead.co [ 7

 ]
Become an Influencer
Three Keys

KEY 1: First, remember that your influence

begins when you learn to focus and measure.
Identify what you really want. Then create
measures that help you focus on the goal.

KEY 2: Next, find the vital behaviors that will

move you toward achieving your goal.

KEY 3: Finally, engage all six sources of influence

to drive the vital behaviors.

Dont Confuse Tinkering with a Genuine

Effort

Dont just try a couple of things. Put together a

comprehensive plan to use all six sources of
influence.

Diagnose Before You Prescribe

Carefully investigate what currently gets in the

way of people engaging in the vital behaviors.
Also look for possible sources of influence
already in place that you can leverage. Until you
do that, you cant create an effective plan that
properly employs all six sources of influence.

Influencer Study Guide https://gracelead.co [ 8

 ]
Influencer Self Assessment
For each statement below, indicate a number from 1-10 (never > always).

Identify Goal and Find Vital Behaviors never-------------------------always

I identify what I want to achieve and create a SMART goal. 1 -2 -3 -4 -5 -6 -7 -8 -9 -10

Before creating a plan, I identify the vital behaviors that it will take to
1 -2 -3 -4 -5 -6 -7 -8 -9 -10
reach the goal.
I measure the occurrence of vital behaviors rather than results. 1 -2 -3 -4 -5 -6 -7 -8 -9 -10
I test to confirm that more vital behaviors yields better results. 1 -2 -3 -4 -5 -6 -7 -8 -9 -10

Make the Undesirable Desirable never-------------------------always

I help people see the bigger purpose behind the change. 1 -2 -3 -4 -5 -6 -7 -8 -9 -10

I help people see why change is necessary. 1 -2 -3 -4 -5 -6 -7 -8 -9 -10

I help people discover their personal goals that fit with the change. 1 -2 -3 -4 -5 -6 -7 -8 -9 -10
I add elements of fun to learning new vital behaviors. 1 -2 -3 -4 -5 -6 -7 -8 -9 -10

Surpass Your Limits never-------------------------always

I provide guided practice and immediate feedback until I see that

1 -2 -3 -4 -5 -6 -7 -8 -9 -10
they can demonstrate the vital behaviors.
I break complex tasks into small pieces so they can see progress. 1 -2 -3 -4 -5 -6 -7 -8 -9 -10
I teach people how to cope with frustration in making changes. 1 -2 -3 -4 -5 -6 -7 -8 -9 -10
I make ongoing coaching and training available. 1 -2 -3 -4 -5 -6 -7 -8 -9 -10

Harness Peer Pressure never-------------------------always

I identify opinion leaders and get them involved in encouraging

1 -2 -3 -4 -5 -6 -7 -8 -9 -10
others to make needed changes.
I identify those likely to be most concerned about change and
1 -2 -3 -4 -5 -6 -7 -8 -9 -10
involve them early to reduce resistance.
I personally demonstrate the vital behaviors. 1 -2 -3 -4 -5 -6 -7 -8 -9 -10
If a change affects a team, I work with the entire team rather than
1 -2 -3 -4 -5 -6 -7 -8 -9 -10
their leader only.

Influencer Study Guide https://gracelead.co [ 9

 ]
 Find Strength in Numbers never-------------------------always

I teach people how to help themselves by helping others. 1 -2 -3 -4 -5 -6 -7 -8 -9 -10

I create convenient, comfortable ways for people to get help in
1 -2 -3 -4 -5 -6 -7 -8 -9 -10
demonstrating vital behaviors.
I make sure there are people around who can demonstrate the vital
1 -2 -3 -4 -5 -6 -7 -8 -9 -10
behaviors.
I help people see how their needs are interconnected. 1 -2 -3 -4 -5 -6 -7 -8 -9 -10

Design Rewards, Demand Accountability never-------------------------always

Before I offer incentives, I make sure Ive already harnessed peer

1 -2 -3 -4 -5 -6 -7 -8 -9 -10
pressure and made the undesirable desirable.
I make sure rewards support vital behaviors. 1 -2 -3 -4 -5 -6 -7 -8 -9 -10

I give small thoughtful rewards to reinforce vital behaviors. 1 -2 -3 -4 -5 -6 -7 -8 -9 -10

I praise even small improvements in demonstrating vital behaviors.

1 -2 -3 -4 -5 -6 -7 -8 -9 -10

Change the Environment never-------------------------always

I use reminders and metrics to keep the need for change visible for
1 -2 -3 -4 -5 -6 -7 -8 -9 -10
everyone who needs to change their behavior.
I make sure that progress toward goals is accurate, timely, and
1 -2 -3 -4 -5 -6 -7 -8 -9 -10
visible..
I make changes to the physical work space to make vital behaviors
1 -2 -3 -4 -5 -6 -7 -8 -9 -10
convenient and easy.
I reorganize things to make doing vital behavior almost unavoidable. 1 -2 -3 -4 -5 -6 -7 -8 -9 -10

Select one of the influence areas where your responses have the lowest numbers.
Make a plan to address that area so that you become a more effective influencer.

Influencer Study Guide https://gracelead.co [ 10

 ]
Exercise: Personal Action Plan
Create a personal action plan to take a step toward becoming a more effective influencer.

Area I Will Address:

My Accountability Partner:
(Person who will ask about my consistency, encourage
me, urge me to continue, and praise me for progress)

Specific Actions I Commit to Take

Action Where When

Influencer Study Guide https://gracelead.co [ 11

 ]