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