How to Win Friends and Influence People Written by: Dale Carnegie
Dale Carnegie began as a lecturer of numerous speech classes that covered the conventional speech course curriculum. He realized though, that there wasn’t a course that focused on handling human relationships. A typical speech course where one learns about how to relieve nerves, prevent dry mouth, stop fidgeting, and refrain from nervous filler words such as “um” hardly scratches the surface of developing meaningful relationships with other people. Dale Carnegie filled the void with this book.
When developing relationships we have to remember that humans are complex. Dale wrote, “When dealing with people, let us remember we are not dealing with creatures of logic. We are dealing with creatures of emotion, creatures bristling with prejudices and motivated by pride and vanity.” Read that again.
That quote leads into the rule that encompasses the rest of the principles within the book. That rule is, “People want to feel important.”
The book is structured very well. It is divided into four main sections, and each section is divided up so into a set of principles. Because it is divided up so nicely I can easily summarize the book in a wieldy length, so that’s how the rest of this “reflection” will be written. One comment that I do have to make before I continue, however, is that I have experimented with these principles during my work days as a sales associate at Menards. I must say that the results have been remarkable. My favorite section in the book is, “You Can’t Win an Argument.” I’ve encountered a fair share of unhappy customers at Menards. Some have been unhappy because we don’t carry a product, the service they received wasn’t great, or they had a bad day and are expecting more out of us associates than usual, whatever it is, I’ve found out that if you simply sympathize with that customer, so much tension is released. The results truly boggle my mind. Anyways, without further ado, here is the summary of Dale Carnegie’s “How to Win Friends and Influence People.”
1. Fundamental techniques in handling people
#1 rule: people want to feel important
People just search for justification of actions and get upset or discouraged in response to being rebuked. Abraham Lincoln said, “Don't criticize them; they are just what we would be under similar circumstances.”
Principle 1: “don't criticize, condemn, or complain” “instead of condemning people, let's try to understand them. Let's try to figure out why they do what they do. That's a lot more profitable and intriguing than criticism; and it breeds sympathy, tolerance and kindness.
Principle 2: “Give honest and sincere appreciation”
All humans have a desire to be important
Principle 3: “Arouse in the other person an eager want” don't focus on yourself. If you want something from someone they will want to receive some sort of benefit.
Henry Ford said, “If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things from that person’s angle as well as your own.”
Good way to arouse eager want is to show the person how other people have benefited
2. Six ways to make people like you
Principle 1: become genuinely interested in someone
You must genuinely want to befriend and show interest in someone for them to want to be your friend and show an interest in you. Help them with their problems.
“Actions speak louder than words, and a smile says, “I like you. You make me happy. I am glad to see you.”
“Actions speak louder than words, and a smile says, ‘I like you. You make me happy. I am glad to see you.”
Principle 3: remember that a person's name is to that person the sweetest and most important sound in any language.”
Principle 4: “Be a good listener. Encourage others to talk to themselves.”
People who are not good listeners are intoxicated with their own egos.
Principle 5: “talk in terms of the other person’s interests”
Principle 6: “Make the other person feel important- and do it sincerely.”
3. You can't win an argument
Principle 1: “The only way to get the best of an argument is to avoid it.”
“You can't win an argument. You can't because if you lose it, you lose it; and if you win it, you lose it. Why? Well, suppose you triumph over the other man and shoot his argument full of holes and prove that he is non compos mentis. Then what? You will feel fine. But what about him? You have made him feel inferior. You have hurt his pride. You'll reason you're trying. And a man convinced against his will is of the same opinion still.”
Principle 2: “show respect for the other person’s opinions. Never say, “You're wrong.”
When at a disagreement listen, control temper, be honest, distrust first instinct, look for areas of agreement, thank for interest and info, and postpone taking action in order to think.
If you wish to prove something, do it subtly
“You will never get in trouble by admitting that you may be wrong.”
Principle 3: “If you are wrong, admit it quickly and emphatically.”
What can the other person say to you if you do so?
Self-condemnation “not only clears the air of guilt and defensiveness, but often helps solve the problem created by the error.”
Principle 4: “Begin in a friendly way.”
“A drop of honey catches more flies than a gallon of gall.” -Abe Lincoln
Principle 5: “Get the other person saying “yes, yes” immediately.”
“Asks questions in which the other person would have to agree.”
Principle 6: “let the other person do a great deal of the talking.”
Try to get them to talk about things you know they are proud of
Principle 7: “let the other person feel that the idea is his or hers.”
Allow a level of flexibility or customization to the other person.
Let people sell themselves on your product
Principle 8: “Try honestly to see things from the other person’s point of view.”
Prepare by thinking what the other person may say
Principle 9: “Be sympathetic with the other person’s ideas and desires.”
It's very possible that we would think the same way if we were in their situation. Look from their perspective
Principle 10: “appeal to the nobler motives
Make the person feel honest, upright, and fair, and then there is a greater chance they will be.
Principle 11: “dramatize your ideas.”
Create showmanship, visuals are very helpful
Principle 12: “Throw down a challenge.”
“That is what every successful person loves: the game. The chance for self-expression. The chance to prove his or her worth, to excel, to win. That is what makes foot races and hog-calling and pie-eating contests. The desire to excel. The desire for a feeling of importance.”
Remember how Charles Schwab wrote the number of product produced on the floor for the first shift and how the subsequent shifts reacted by trying to outdo the previous shift.
4. Be a leader: how to change people without giving offense or arousing resentment
Principle 1: “Begin with praise and honest appreciation.”
It always mitigates the tougher part of what you have to say
Principle 2: “call attention to people's mistakes indirectly.”
Don't praise and then use the word “but” for criticism. Use the word “and.” something like “good job with the painting, and if you keep up the same efforts you will be as good as the older painters soon.
Principle 3: “Talk about your own mistakes before criticizing the other person.”
Principle 4: “Ask questions instead of giving direct orders.”
“Do you think this would work?” “You might consider this.” or “Maybe it would work better this way.”
“A technique like that makes it easy for a person to correct errors. A technique like that saves a person's pride and gives him or her a feeling of importance. It encourages cooperation instead of rebellion.”
“Resentment caused by a brash order may last a long time- even if the order was given to correct an obviously bad situation.”
Principle 5: “Let the other person save face.”
People make mistakes, but “Even if we are right and the other person is wrong, we only destroy ego by causing someone to lose face.”
Principle 6: “Praise the slightest improvement and praise every improvement. Be “hearty in approbation and lavish in your praise.”
“Praise is like sunlight to the warm human spirit; we cannot flower and grow without it. And yet, while most of us are only too ready to apply to others the cold wind of criticism, we are somehow reluctant to give our fellow the warm sunshine of praise.”
Principle 7: “Give the other person a fine reputation to live up to.”
Principle 8: “Use encouragement. Make the fault seem easy to correct.”
All it takes is a little practice to see a little result, and when one embodies this, the results will begin to compound at a great rate. The learner will begin to have fun with improvement.
Principle 9: “Make the other person happy about doing the thing you suggest.”
Dale Carnegie said, “The way to develop self-confidence is to do the thing you fear to do and get a record of successful experiences behind you.”