Steve Jobs: Master Manipulator
Sunday, May 7th, 2006Guy points out this video of Steve Jobs speaking to the Cupertino City Council. Guy comments that this is a great informal presentation, but it seemed very awkward to me (especially the conversation at the end). However, in spite of that or maybe because of it, I do think it was a brilliant example of how to influence people.
If you’ve read Cialdini’s book titled Influence: Science and Practice, you’ll be able to pick out what he did. Jobs didn’t ask for anything, but the council gave him a lot.
Cialdini outlines several influence strategies but I’ll just mention two. “Reciprocity” is the you-rub-my-back-I’ll-rub-yours give and take principle that we often react automatically to. When someone gives us something, we feel compelled to return the favor. “Consistency” is the drive for us to stay self-consistent. For example, if someone can get you to state that you’re charitable, you’ll most likely give more charity in the future. The book goes into much more detail, of course.
I think Jobs does a great job exploiting these two influence principles and it really wouldn’t have mattered how poorly he spoke. First, he doesn’t ask for anything — he just wanted the council to hear the good news. I think the council was actually taken aback a bit. Here’s a busy, important, famous CEO just popping by to give them an update. Wow! The council members seemed surprised and went out of their way to tell Jobs how happy they were that Apple was staying in Cupertino. At the very end, the Vice Mayor told him that an Apple employee should visit with one of their planning committees. There’s reciprocity at work.
The more subtle win, I think, was the fact many of the councilors said how happy they were that Apple was staying in Cupertino (and they all applauded at the end). These comments were driven by the reciprocity principle, too, but they feed into the consistency principle. Now that it’s on public record that they value Apple, their future decisions will be based on that. They will be driven to stay consistent with that outlook. For example, they may vote to give Apple tax breaks because of these simple statements.
Brilliant.