By
BENEDICT
CAREY
Artful
persuasion depends on eye contact, but not just any kind. If one person prefers
brief glances and the other is busy staring deeply, then it may not matter how
good the jokes are or how much they both loved “Juno.” Rhythm counts.
What behaviors do you notice you
have picked up from other people?
Voice cadence
does, too. People who speak in loud, animated bursts tend to feed off others
who do the same, just as those who are lower key tend to relax in a cool stream
of measured tones.
“Myself, I’m
very conscious of people’s body position,” said Ray Allieri of Wellesley,
Mass., a former telecommunications executive with 20 years in marketing and
sales. “If they’re leaning back in their chair, I do that, and if they’re
forward on their elbows, I tend to move forward,”
Psychologists
have been studying the art of persuasion for nearly a century, analyzing
activities like political propaganda, television campaigns and door-to-door
sales. Many factors influence people’s susceptibility to an appeal, studies
suggest, including their perception of how exclusive an opportunity is and
whether their neighbors are buying it.
Most people are
also strongly sensitive to rapport, to charm, to the social music in the person
making the pitch. In recent years, researchers have begun to decode the
unspoken, subtle elements that come into play when people click.
They have found
that immediate social bonding between strangers is highly dependent on mimicry,
a synchronized and usually unconscious give and take of words and gestures that
creates a current of good will between two people.
By
understanding exactly how this process works, researchers say, people can
better catch themselves when falling for an artful pitch, and even sharpen
their own social skills in ways they may not have tried before.
“Really good
salespeople, and for that matter good con artists, have known about these
skills and used them forever,” Jeremy Bailenson, a psychologist at Stanford,
said. “All we’re doing now is measuring and describing more precisely what it
is they’re doing, whether consciously or not.”
Imitation is
one of the most common and recognizable behaviors in the animal kingdom. Just
as baby chimps learn to climb by aping their elders, so infants pick up words
and gestures by copying parents. They sense and mimic peers’ behavior from
early on, too, looking up at the ceiling if others around them do so or
mirroring others’ cringes of fear and anxiety.
Such behavioral
contagion probably evolved early for survival, some scientists argue. It is
what scatters a flock well before most members see a lunging predator.
Yet by drawing
on apparently similar skills, even in seemingly trivial ways, people can prompt
almost instantaneous cooperation from complete strangers.
In a recent
experiment, Rick van Baaren, a psychologist at Nijmegen University in the
Netherlands, had student participants go to a lab and give their opinions about
a series of advertisements. A member of his research team mimicked half the
participants while they spoke, roughly mirroring the posture and the position
of their arms and legs, taking care not to be too obvious.
Minutes later,
the experimenter dropped six pens on the floor, making it look like an
accident.
In several
versions of this simple sequence, participants who had been mimicked were two
to three times as likely to pick up the pens as those who had not.
The mimicry had
not only increased good will toward the researcher within minutes, the study
concluded, but it also prompted “an increased pro-social orientation in
general.”
That
orientation applies to far more than dropped pens. In a study due out in the
spring, Robin Tanner and Tanya Chartrand, psychologists at Duke, led a research team that tested how being
mimicked might affect the behavior of a potential client or investor.
The team had 37
Duke students try out what was described as a new sports drink, Vigor, and
answer a few questions about it. The interviewer mimicked about half the
participants using a technique Dr. Chartrand had developed in earlier studies.
The technique
involved mirroring a person’s posture and movements, with a one- to two-second
delay. If he crosses his legs, then wait two seconds and do the same, with opposite
legs. If she touches her face, wait a beat or two and do that. If he drums his
fingers or taps a toe, wait again and do something similar.
The idea is to
be a mirror but a slow, imperfect one. Follow too closely, and most people
catch it — and the game is over.
In the study,
the researchers set up the interviews so each student’s experience was
virtually identical, except for the mimicking.
None of the
copied participants picked up on the mimicry. But by the end of the short
interview, they were significantly more likely than the others to consume the
new drink, to say they would buy it and to predict its success in the market.
In a similar
experiment, the psychologists found that this was especially true if the
participants knew that the interviewer, the mimic, had a stake in the product’s
success.
“This is
somewhat counterintuitive,” Dr. Chartrand said in an interview. “Normally,
you’d expect when people realize that someone was invested in a product and
trying to sell it to them, their reaction would be attenuated. They’d be less
enthusiastic.
“But we found
that people who were mimicked actually felt more strongly about the product
when they knew the other person was invested in it.”
Any amiable
conversation provides ample evidence of this subconscious social waltz. Smiles
are contagious. So is nodding, in an amiable conversation.
Accents
converge quickly and automatically. A country chime or an Irish whistle can
seemingly infect the voice of a New Yorker in a 10-minute phone call.
“I especially find
myself falling into a Southern accent, which is crazy,” Mr. Allieri, the
telecom executive, said. “I’m from Boston.
“But I think
what good salespeople really do is pick up on physical cues and respond to them
without thinking much about it.”
It is one thing
to move like a naturally synchronized swimmer through the pools of everyday
conversation without thinking, however. It is another to deliberately employ
mimicry to persuade or seduce.
Dr. Bailenson,
the Stanford psychologist, has been testing the effects of different forms of
mimicry by programming a computer-generated figure, an avatar, to mirror the
movements and gestures of people in a study.
He has found
that his subjects pick up the mimicry when it is immediate and precise. If the
avatar is slightly out of sync, however — waits four seconds, for instance —
then the mimicking goes unnoticed, and the usual rules apply. The virtual
creating comes across as warm and convincing, as if controlled by another
human.
“The point is
it’s a delicate balance to get it right, and I suspect that people who are good
at this know how to do it intuitively,” Dr. Bailenson said.
Or they have
developed ways to engage their skills indirectly.
Veldon Smith, a
musician and legendary salesman living in Centennial, Colo., who spent 30 years
in the automobile parts business before retiring a few years ago, said:
“One thing I
always did, I learned as much as possible about a client before I visited, what
their problem was, what they were worried about. Then I would go in with a
story about myself being in the same predicament.
“So when I
walked in, I was in exactly the same frame of mind as the customer. I was
immediately on the same wavelength. Everything else kind of flowed out of
that.”
One reason
subtle mimicry is so instantly beguiling may be that it draws on and, perhaps,
activates brain circuits involved in feelings of empathy.
In several
studies, Jean Decety, a neuroscientist at the University of Chicago, has shown that some of the same brain regions
that are active when a person feels pain also flare up when that person
imagines someone else like a loved one feeling the same sting or ache.
A similar
process almost certainly occurs when a person takes pleasure in the good
fortune of a friend or the apparent enjoyment of a conversation partner, Dr.
Decety said.
“When you’re
being mimicked in a good way, it communicates a kind of pleasure, a social high
you’re getting from the other person, and I suspect it activates the areas of
the brain involved in sensing reward,” he said.
Social mimicry
can and does go wrong. At its malicious extreme, it curdles into mockery, which
is why people often recoil when they catch of whiff of mimicry, ending any
chance of a social bond. Preliminary studies suggest that the rules change if
there is a wide cultural gap between two people. For almost everyone else,
however, subtle mimicry comes across as a form of flattery, the physical dance
of charm itself. And if that kind of flattery doesn’t close a deal, it may just
be that the customer isn’t buying.
Everyone has the right to be
charmed but not seduced.