behavioral programming-powerpoint

Behavioral ProgrammingHospital Staff Training

By Kelly Alwood

Instantly establish rapport and gain client compliance

• There are several ways to establish rapport and gain compliance. Which one you choose will depend on the type of client you’re dealing with.

• We will discuss the following techniques:– Common Enemy– Forced Teaming– Personal Details– Loan Sharking

Behavioral Programming - Hospital Staff Training

COMMON

ENEMY

• Takes little time and engages them in conversation.

• Focus on commonalities, not differences.• Focus on negative commonalities.• Relate your life and experience to what they

have shared with you.


COMMON ENEMY

• How are you?• What is bothering you?• Real conversation first, shop talk second• Listen for the true underlying issue causing them

the anger or stress.• Let them tell you “what they need” and what the

major issue is to satisfy or pacify them.

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COMMON ENEMY

• Explain that they are not alone and that you will get them the help they need.


Forced Teaming

• One way is quite polite and passive, the other way is direct and aggressive.

• They both work, you will get the action or behavior

compliance that you want out of that person in the end.

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Forced Teaming• Be more aggressive with you requests.• “If you do not comply you won’t get what you need.”

• There must be a significant consequence for non-cooperation on their part.• You won’t get what you need, we won’t be able to

schedule you for a few weeks, etc.• A combination of Behavioral Programming tactics

works best.

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Personal Details• Give personal details, this builds rapport quickly.

• Share similar experiences you may have had.

• The key is to make them feel good about you from the start.

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Random Favors

• This is doing a favor for someone without them asking so they feel that they owe you kindness.• Example: holding a door open for someone.

• Social rules of etiquette require they show you kindness. This can result in compliance.

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Keywords• These are words you should avoid using, or use only

in very specific ways.

• Hope – this word can generate negative thoughts toward you and register doubtful expectations about your abilities.• If you use “hope” in reference to yourself it places

negative connotations onto you.• On the contrary, when using “hope” directed at someone

else it really means “expected.”


Keywords• Sorry / Apologize – Don’t apologize for things, this

places the guilt on you. It puts you in a submissive positions.• This puts guilt/blame onto you and they will feel that you owe

them• They will register any negative feelings toward you• Find other words to express your feelings of

sympathy/empathy


Keywords• Guess – this words demonstrates a submissive attitude.• “I guess” is a way of saying “I don’t really want to, but I

can't say no, so I’ll do it.” • Questions such as, “Would that be ok?” seek a

submissive response. Be straight forward with answers.

• Using, “I guess.” sets you up for submissive failure.• Use words like “no,” “can’t,” or “cannot.”


Keywords• Try – this word can register as a negative response.

• Be honest with the patient. Tell them no if you can’t do something.

• Take the responsibility off of yourself if possible, “Let me check with X.”• If it’s something that you can’t do, then don’t try to make the

other authority figure the bad guy. Simply tell them that it wasn’t possible.


Changing the Status Quo• To change someone’s behavior you need to change

their status.• Behavior won’t be changed if the status isn’t changed

• One of the most effective ways to change someone’s actions is to change the consequences.• They must believe that there are real or unfavorable

consequences.• You must be convincing.

• You can also offer a positive consequence for an appropriate action.

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Engage Right Brain• Behavioral Programming works completely naturally

with how the brain generates emotions.• Emotions are not a logical process, they are feeling

generated by the right side of the brain.• Engage people with the right side of their brain by

using feelings and emotions, not thinking.• “How do you feel about that?” not, “What do you think about

that?”• We want them to feel what we are saying.• Make them feel good. Emotions will win over logic.• Their imagination will add details and insert

emotions.


Reticular Formation• Reticular Formation is how your brain filters out

non-essential information.• People ignore information that they don’t care

about and focus on things they like.• Observe the patient and find things they care about

and are passionate about. Use these to build rapport.• If they are wearing a NASCAR shirt, they probably love

NASCAR, engage them about that and even use it as an analogy if needed.


Consistency• Consistency is essential.• Any deviation from the current and intended

programming will diminish effectiveness and the patient will revert back to the old behavior.

• Resistance is a direct response that will come from a lack of consistency.


The Off Switch• Body language interprets your intentions and

seriousness. Many people will contradict their words with their body language.

• As we are ever conscious of the exact words and order that we use to program people, we must also make sure our body language is consistent.

• In a clinical setting, we must be careful with our tone and gestures, you can be kind, but at the same time you must be seen as in control and recognized as an authority figure to the client.

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Packaging• How you phrase the question.• To use influence on someone you must be in a

position of dominance.

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Redirection• Often times we talk to a client and they become

agitated and start to ramble on or go way off topic of the actual issue.

• If a conversation is not going your way simply ask them a question to distract them and to get them off that topic.• The more strange or off topic the question is, the harder

it will be for them to come back to the current topic. Although, you can combine this with other techniques to build a stronger rapport.

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Social Physics


• Mirroring - copying physical actions as though you are a person’s reflection in a mirror.• This is something humans do subconsciously when they

feel a connection with another person. • Pay attention to the other person's actions to see if

they mirror yours. • If they are not mirroring your actions that

is a subconscious sign to you that somethingis amiss.

Social Physics• Mirroring is also words and phrases,

ideas and core principles.

• Imitation is the ultimate form ofcompliment.

• With certain people, conforming or mirroring them will make them feel more comfortable around you.


Overcoming Prejudice• You will, on occasion, have to overcome a

preconceived notion or prejudice against you.• For instance, someone may not trust you because you

remind them of someone that they don’t like or trust.• To overcome this talk about yourself and program

them with who you are and that you are not the person that you remind them of.

• As a staff member, we must also remind ourselves to not approach new clients with prejudice or preconceived ideas as well.

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Brute Force Brain Hacking• The technique of forcibly programming a person's

brain to generate a desired response or behavior.• Using multiple techniques simultaneously on a

single person to brute force your programming into their head.• The more techniques that you use properly at the same

time on a person, the faster and better your results will be in behavioral modification.


Making Excuses• Don’t make excuses for your own actions.• Everyone knows instinctively that no one is perfect. • We all make mistakes occasionally and that is normal.

• The best thing to do is usually to admit that a mistake was made and ask the patient or coworker how it can be overcome.• This lets the other person feel better about our screw up

because they are now able to add value to the situation.• Dealing with mistakes like this will create good feelings

instead of feelings of conflict. You will score a point from a screw up because the other person will walk away feeling good about themselves and their ability to contribute.


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