Index
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A
ABCD (Always Be Collecting Dots), 27–28
Ability (See Personal ability; Social ability; Structural ability)
Accountability, creating 200 percent, 178–182
Accountability in workplace, 244–245
Act Like an Influencer
bringing projects in on budget, 54
buddying up for protection, 209
deliberate practice, 134
Dragon Boat race wins, 50
flight attendant work life, 56
giving cues to change behavior, 260
making tasks easier, 279
minding data stream, 266
opinion leaders, 170, 172, 178
patient experience scores, 46
practicing interpersonal skills, 125
reframing emotions, 138
sharing observations, 154
solidarity of group, 214
storytelling, 107
teamwork, 211
volunteer work for high schoolers, 97
workplace safety, 93
Addiction to alcohol and drugs, 223–225, 278
(See also Delancey Street)
Agriculture and Rogers, 163–167
AIDS
in Tanzania, 103–106
in Thailand, 36–39, 44–45, 123–124, 212–213
Always Be Collecting Dots (ABCD), 27–28
Apology, social motivation, 157–158, 161
Athletes, goals of, 131
Attention and deliberate practice, 127–128
Attribution error, fundamental, 82–83
Award ceremonies, 221
B
Bacon, Roger, 127
Bandura, Albert, 98–101, 119–120, 132, 135, 139–140, 201, 287
Bender, Leon, 229–230, 258–259
Bennis, Warren, 13
Berwick, Don, 17–18, 91–92, 101–102, 167
(See also Institute for Healthcare Improvement)
Blind spots and social support, 208–210
Block, Peter, 84
Bostick, Tom, 24–25
Boyle, Tom, 207
Brain, 135–142
Bride abduction in Ethiopia, 242–244
Broken windows theory of crime, 252–253
Bronfman, Edgar, 277
Burt, Martin, 19
Business incubators, 207
C
Capital, need for, in poor countries, 190–193
Carter Center, 14, 262–263, 276
Cash-for-ideas programs, 222–223
Cedars-Sinai Medical Center, 229–230
Chain of command, engaging, 163
Change
adopting, 166–167
agents for, as opinion leaders, 167–171
confrontation and, 85–87
leading (See Influencers)
toying with, 292–295
valuing, 94
Choice, allowing for, 84–90
Coaching
for interpersonal skills, 122–124
in real-time, 208–210
Coast Guard, 20–21
Cognitive reappraisal, 141–142
Collaboration in workplace, 270–272
Community of influencers, 298–299
Competition, 110
Complex skills, practicing
break mastery into mini goals, 130–133
deliberate practice, 126–127
full attention for brief intervals, 127–128
immediate feedback against clear standard, 128–130
prepare for setbacks, 133–135
Concentration and deliberate practice, 127–128
Confrontation and change, 85–87
Containerized shipping, 257–258
Control in games, 110
Conversations
discussing undiscussable, 173–178, 199–200
Cool system, 136–137
Coughlin, Natalie, 128–129
Coward, Noel, 217
Create new norms, 171–182
Credibility, social motivation, 156–157, 159
Crime, broken windows theory of, 252–253
Criminal rehabilitation (See Delancey Street)
Csikszentmihalyi, Mihaly, 109
Culture busters, 57–60
Curtis, Tony, 287
Customer service, 3–5, 28, 52–53
D
Data collection, frequent and reliable, 20–23
Data stream, minding, 260–266
Delancey Street
complex skills, 133
direct experiences, 95–96
making right behavior easier, 278
as model, 293–294
personal motivation, 79–80
physical space, 268–270
privileges earned at, 229
risk and social capital of, 204–207
ritual events at, 284
social motivation at, 179–181
success rate of, 288
vital behaviors at, 40–43
Delay of gratification, 117–119, 135–141
Diabetes control, 62
Diagnosing before prescribing, 295–297
Dieting behavior
environment and, 254–256
making right behavior easier, 278–279
personal ability and, 114–117
social ability and, 200–201
Direct experiences, creating, 90–96
Discussing undiscussable, 173–178, 199–200
Disproportionate influence, moments of, 35–36, 39
Distance and physical space, 267–268
Donne, John, 201
Driving safety, 59–60, 107, 125, 231
Drowning in public pools, 26–27
Dweck, Carol, 116
E
Early adopters, 166–167
Ease of behaviors, increasing, 275–282
Efficiency principles, 275–282
Ego, as sacrifice, 160–161
Electric shock study, Milgram’s, 146–150
Emerson, Ralph Waldo, 67
Emery Air Freight, 257–258
Emotional skills, building, 135–139
Engage all six sources of influence strategy, 28–34, 48, 73–74, 291–292
Engage leaders, social motivation, 163–171
Entertainment education
in Ethiopia, 243–244
in South Africa, 198–199
in Tanzania, 103–106
Environment, impact of (See Structural ability; Structural motivation)
Exercise, making easier, 280
Extrinsic rewards, use of, 218–223
F
Failure modes, looking for, 51–52
Fairview University Children’s Hospital, 296
Family dining tables, 270
Favorite influence methods, as simplistic, 67–68
Feedback
blind spots and, 208–210
at Delancey Street, 179–180, 284
frequent, 109
immediate, against clear standard, 128–130
on vital behaviors, 152–154
Feeney, Edward, 257
Festinger, Leon, 267
Field trips, 93–94
Fixed mindset, 116
Flow, 109
Focus and measure
data collection, frequent and reliable, 20–23
goals, clear and compelling, 16–20
measures, quality of, 23–26
Formal leaders, engaging, 163–171
Franklin, Benjamin, 81
Frequent-flier programs, 225
Friedman, Bill, 282
Frost, Robert, 86
Fundación Paraguaya, 19
Fundamental attribution error, 82–83
G
Galton, Francis, 193–194
Gambling behavior, 282
Game, transforming vital behavior into, 108–110
Gauvreau, Emile Henry, 145
Gilbert, Daniel, 94
Goals
breaking mastery into mini goals, 130–133
clear and compelling, 16–20
Graham, Ginger, 89
Grameen Bank, 191, 223, 226–228, 272–273
Gratification, delay of, 117–119, 135–141
Group solidarity, 210–214
Growth mindset, 116–117
Guidant medical devices company, 89–90
Guilds, 167
Guinea worm disease, 14–15, 71–74, 167–168, 262–264, 276–278, 288
H
Hand hygiene programs, 57–58, 229–230, 258–259, 274
Happiness, predictions of, 94–95
Healthcare safety issues
hospital unhealthy norms, 173–174
medical errors, 91–92, 101–102, 122–123
medication errors, 280–281
real-time coaching, 208–209
(See also Hand hygiene programs)
Healthy behavior, making easier, 278–280
(See also Dieting behavior)
Heath, Ralph, 88
Hertz Rent-a-Car, 159–160
Hewlett-Packard, 271–272
Higgins, Stephen, 224
Hoffer, Eric, 297
Hopkins, Donald, 14–15, 74, 167, 262–264
Hospitals, addressing unhealthy norms, 173–174
Hot system, 136–138
I
Imai, Masaaki, 234–235
Incentives
less is more, 226–230
perverse, 235–237
vs. punishment, 238–245
symbolic, 227–228
use of, 223–226
for vital behaviors, not just results, 231–235
Individuality, celebration of in media, 215
Influence
dearth of, 8–10
defined, 6
(See also Keys to influence; Sources of influence)
Influencerbook.com website, 298–299
Influencers
becoming, 287–299
defined, 6
finding, 10–11
keys to influence, 13–34
leadership, 3–11
personal ability, 113–143
personal motivation, 77–111
social ability, 185–215
social motivation, 145–183
sources of influence, 67–75
structural ability, 247–285
structural motivation, 217–245
vital behaviors, 35–63
Information, effect of on behavior, 260–266
Innovators, 166–167
Institute for Healthcare Improvement, 17, 288
Interdependence and success, 201–203, 211, 269–270
Interpersonal relationships and physical distance, 267–268
Interpersonal skills, practicing, 122–124
Invisible in environment, making visible, 256–259
J
Japhet, Garth, 197–199
Just-in-time inventory, 202
K
Kaizen principles, 234–235
Kelling, George, 252–253
Kempis, Thomas à, 90–91
Kerr, Steve, 236
Keys to influence, 13–34
engage all six sources, 28–34, 48, 291–292
(See also Focus and measure; Vital behaviors, finding)
Knowledge Is Power Program (KIPP), 29–33
Kotter, John, 101
L
Lancaster, John, 166
Language, value-based, 18
Leadership, 3–11
common thread connecting successful leaders, 5–8
engage formal and opinion leaders, 163–171
overview, 3–5
social motivation, 155, 162–163
tinkering compared to, 292–295
Leading change (See Influencers)
Lear, Norman, 106
Learned helplessness, 238–239
Learning from positive deviant strategy, 53, 55–56
Learning to notice impact of physical environment, 254–256
Lepper, Mark, 219
Listening, social motivation, 157–158
Lloyd, William Forster, 210
Lockheed Martin Aeronautics, 161–162
M
Mao Zedong, 168–169
Marriage
bride abduction in Ethiopia, 242–244
child marriage in India, 168, 174–177
crucial moments in, 45–46
Martin, Demetri, 221
Mary Poppins, 108
Measures, quality of, 23–26
(See also Focus and measure)
Medical errors, 91–92, 101–102, 122–123
Medication errors, 280–281
Menlo Innovations, 7
Meyer, Danny, 3–5, 27–28, 81–82, 107–108, 170, 234
Microcredit enterprise, 186–194, 203, 272–274
Milgram, Stanley, 146–151
Miller, William, 86–88
Minyan, 206
Mischel, Walter, 117–120, 135, 139–140
Mockus, Antanas, 260
Moments, crucial
disproportionate influence in, 35–36, 39
looking for, 50–53
in marriage, 45–46
Money, as sacrifice, 159–160
Moral slumber, 83–84
Motivation, maintaining, 131–132
(See also Personal motivation; Social motivation; Structural motivation)
Motivational interviewing, 87
Murthy, Rekha, 259
N
National Restaurant Association, 248–250
Network quotient, 207–208
Noble Drilling, 50–52
Norms
create 200 percent accountability, 178–182
create new norms, 171–182
discussing undiscussable, 173–178, 199–200
overturning, 57–60
silence, 174–175, 195–197, 199–200
unhealthy, 173–177
Noticing impact of physical environment strategy, 254–256
Noticing obvious search strategy, 47–49
Novelty and power of social capital, 203
O
Offender notification forums, 239–241, 294
100,000 Lives Campaign, 17
Opinion leaders, engaging, 163–171
Ouchi, Bill, 271
Overjustification hypothesis, 220
P
Pain, making pleasurable, 80–84
Palmer, Arnold, 113
Parenting, effective, 213–214
Pareto Principle, 44
Peck, M. Scott, 81
Personal ability, 113–143
build emotional skills, 135–139
kick-start brain, 139–142
motivation and, 114–117
practice complex skills, 124, 126–135
prowess as practice, 121–124
will as skill, 117–121
Personal motivation, 77–111
allow for choice, 84–90
create direct experiences, 90–96
at Delancey Street, 79–80
make it a game, 108–110
make pain pleasurable, 80–84
(See also Stories)
Perverse incentives, 235–237
Phobias, 98–101
Physical space, impact of, 250–256, 267–274
Positive deviants, learning from, 53, 55–56
Practice, importance of, 121–124
(See also Complex skills, practicing)
Predictions of happiness, accuracy of, 94–95
Previous priorities, as sacrifice, 161–162
Problem, others as part of, 195–201
Public discourse, changing, 179–182
Punishment, 238–245
(See also Incentives)
Q
Quick fixes, 67–68
R
Radio programs
Tinka, Tinka Sukh, India, 168, 174–177
Twende na Wakati in Tanzania, 103–106
Yeken Kitnit in Ethiopia, 243–244
Rama IX of Thailand, 36–37
Redwoods Insurance, 26–27
Representative heuristic, 261–262
Resilience, building in, 133–135
Results
rewarding, 231–235
testing, 60–62
Rewards
extrinsic, 218–223
for results, 231–235
(See also Incentives)
Risk and power of social capital, 204–209
Rogers, Everett, 105, 163–167, 170
Rojanapithayakorn, Wiwat, 10, 36–39, 44–45, 123–124, 212–213
Role-playing, 125
Ruiz-Tiben, Ernesto, 263–264
S
Sacrifice, social motivation, 157–163
Safety
driving accidents, 59–60, 107, 125, 231
in oil fields, 242
on oil rigs, 50–52
in workplace, 93
(See also Healthcare safety issues)
Second Chance strategy in North Carolina, 239–241, 294
Sedaris, David, 10
Self-discipline, 117–121, 135–141
Seligman, Martin, 238
Setbacks, preparing for, 133–135
Sexual assault, measures of, 24–25
Shake Shack, 82
Siddiqui, Mohammad, 155–162
Silbert, Mimi, 40–42, 79–80, 95–96, 133, 179–181, 204–205
Silence, norm of, 174–175, 195–197, 199–200
Silka, Paul, 230
Simplicity of favorite influence methods, 67–68
Singhal, Arvind, 105, 168, 176, 198–199
Small social cues, impact of, 171–172
Snake phobias, 98–101
Social ability, 185–215
microcredit enterprise, 189–193
overview, 31–32, 186–189, 186–189, 215
social capital, enlisting power of, 193–214
Social capital, defined, 193
Social capital, enlisting power of, 193–214
blind spots, 208–210
group solidarity, 210–214
novelty, 203
overview, 193–195
risk, 204–209
when others are part of problem, 195–201
Social motivation, 145–183
create new norms, 171–182
engage formal and opinion leaders, 163–171
enlist social support, 170–171
Milgram electric shock study, 146–150
power of, 146–151
power of everyone, 179–182
power of one, 151–182
sacrifice and values, 157–163
Social support, enlisting, 170–171
Software development, 6–7, 195–197, 199–200
Solidarity of group, 210–214
Soul City TV program, South Africa, 197–199
Sources of influence, 67–75
adding one to existing efforts, 297–298
engaging, 28–34, 48, 73–74, 291–292
mastering, 69–73
overview, 67–69
(See also Personal ability; Personal motivation; Social ability; Social motivation; Structural ability; Structural motivation)
Spectrum Health Grand Rapids, 57–58, 178
Spot culture buster strategy, 57–60
Stanford Heart Disease Prevention Clinic, 47–48
Stone, Clement, 247
Stories
about setbacks, 135
collecting to uncover norms, 58–60
examples of, 101–106
telling meaningful, 96–101
uses of, 106–108
Structural ability, 247–285
fish discover water last, 250–254
learn to notice, 254–256
make invisible visible, 256–259
make it easy, 275–282
make it unavoidable, 282–284
mind data stream, 260–266
physical space, effects of, 267–274
Structural motivation, 217–245
extrinsic rewards, 218–223
incentives, 223–237
punishment, 238–245
Success
in first year of college, 49
interdependence and, 201–203, 211, 269–270
making inevitable, 282–284
overdetermining, 28
proof of progress through, 132
relying on help of others for, 195–201
Suicide attempts, 225–226
Surowiecki, James, 193–194
Sweating small stuff, 252–253
Symbolic incentives, 227–228
T
Tasks
making easy, 275–282
making unavoidable, 282–284
Taylor, Frederick, 275
Teaching behaviors, 60–61
Teffera, Negussie, 243–244
10–10 scanning, 27
Testing results, 60–62
Things, influence of (See Structural ability; Structural motivation)
Time, as sacrifice, 159
Tinka, Tinka Sukh radio program, India, 168, 174–177
Tinkering compared to leading change, 292–295
Tragedy of the commons, 210–211
Trapani, Kevin, 27
Trust enhancement, by sacrificing ego, 160–161
Turkey Drops, 49
Twain, Mark, 185
Twende na Wakati radio program in Tanzania, 103–106
200 percent accountability, creating, 178–182
U
Ujjivan microcredit firm in India, 186–189, 191
Underhill, Paco, 281
Unhealthy norms, removing, 173–177
Union Square Hospitality Group restaurants, 107–108, 170
U.S. Army, 24–25
V
Values and sacrifice, social motivation, 157–163
Vasco de Gama, 165–166
Vietnam war, soldiers in, 236–237
Vital behaviors, 35–63
200 percent accountability for, 181
defined, 26
engaging all sources of influence on, 28–34
feedback on, 152–154
in fight against AIDS in Thailand, 36–39
finding (See Vital behaviors, finding)
as intrinsically pleasurable or painful, 78
rewards for, 231–235
staying focused, 44–46
testing results, 60–62
in transforming criminals into citizens, 40–43
Vital behaviors, finding
learn from positive deviant strategy, 53, 55–56
look for crucial moments strategy, 50–53
notice obvious strategy, 47–49
sources of influence, 291
spot culture buster strategy, 57–60
W
Warnings and threats, 239–241
Warwick, Warren, 296
Water filtration, 276–278
(See also Guinea worm disease)
Whyte, William Foote, 248–250, 275
Wildfong, Mike, 93
Will (self-discipline) as skill, 117–121
Women
bride abduction in Ethiopia, 242–244
violence against, 197–199, 242–244
Wonder, Stevie, 289
Workplace
accountability in, 244–245
collaboration in, 270–272
driving accidents in, 59–60, 107, 125, 231
norm of silence in, 174–175, 195–197, 199–200
results of change efforts in, 9
safety in, 93
Wright, Steven, 77
Y
Yale New Haven Health System, 58
YMCA, 26–27