Influence Science and Practice

Chapter 4

Within a week, I had given or sent a signed card to everybody on my list-my dad, my brother back East, my boss, my best girlfriend, my ex-husband, everybody but one-the guy I was dating then. I was just crazy about him, and I really wanted him to value me as a person. Believe me, I thought twice about giving him a card because I knew that if I couldn"t keep my promise to him I"d die. But one day at the office-he worked in the same building as I did-I just walked up to him, handed him the card, and walked away without saying anything.

Quitting "cold turkey" was the hardest thing I"ve ever done. There must have been a thousand times when I thought I had to have a smoke. But whenever that happened, I"d just picture how all the people on my list would think less of me if I couldn"t stick to my guns. And that"s all it took, I"ve never taken another puff.2 2This public commitment tactic may work especially well for individuals with high levels of pride or public self-consciousness (Feingstein, Scheier, & Buss, 1975). For example, it worked successfully for Charles DeGaulle, whose remarkable achievements for France were said to be matched only by his ego. When asked to explain why announcing to everyone that he would stop his heavy smoking obliged him to quit forever, he is reported to have replied gravely, "DeGaulle cannot go back on his word" (quoted in D. Cook, 1984).

The Effort Extra The evidence is clear that the more effort that goes into a commitment, the greater is its ability to influence the att.i.tudes of the person who made it. We can find that evidence quite nearby or as far away as the back regions of the primitive world.

Let"s begin close to home with the entertainment section of tomorrow"s newspaper, where an important piece of information is missing from ads for popular music concerts-the price. Why should it be that concert promoters are increasingly hiding the cost of admission from fans? Perhaps they"re afraid that their ever-higher prices will scare ticket buyers away. But, interested fans will find out the price of a seat as soon as they call or visit a ticket outlet, right? True, but promoters have recognized that potential concertgoers are more likely to buy tickets after after that call or visit than before. Even phoning to inquire about ticket prices const.i.tutes an initial commitment to the concert. Combine that with the time and effort expended waiting interminably on hold after speed-redialing through jammed phone lines, and the promoters have fans precisely where they want them once the cost is revealed-at the end of an active, public, effortful commitment to the event. that call or visit than before. Even phoning to inquire about ticket prices const.i.tutes an initial commitment to the concert. Combine that with the time and effort expended waiting interminably on hold after speed-redialing through jammed phone lines, and the promoters have fans precisely where they want them once the cost is revealed-at the end of an active, public, effortful commitment to the event.

READER"S REPORT 3.3 From a Canadian University Professor

I just read a newspaper article on how a restaurant owner used public commitments to solve a big problem of customers who didn"t show up for their table reservations. I don"t know if he read your book or not first, but he did something that fits perfectly with the commitment/consistency principle you talk about. He told his receptionists to stop saying, "Please call us if you change your plans," and to start asking, "Will you please call us if you change your plans?" and to wait for a response. His no-show rate immediately dropped from 30 percent to 10 percent.

Author"s note: What was it about this subtle shift that led to such a dramatic difference? For me, it was the receptionist"s request for (and pause for) the caller"s promise. By spurring patrons to make a public commitment, this approach increased the chance that they would follow through on it. By the way, the canny proprietor was Gordon Sinclair of Gordon"s restaurant in Chicago. What was it about this subtle shift that led to such a dramatic difference? For me, it was the receptionist"s request for (and pause for) the caller"s promise. By spurring patrons to make a public commitment, this approach increased the chance that they would follow through on it. By the way, the canny proprietor was Gordon Sinclair of Gordon"s restaurant in Chicago.

More far-flung ill.u.s.trations of the power of effortful commitments exist, as well. There is a tribe in southern Africa, the Thonga, that requires each of its boys to go through an elaborate initiation ceremony before he can be counted a man of the tribe. As with boys in many other primitive tribes, a Thonga boy endures a great deal before he is admitted to adult membership in the group. Anthropologists Whiting, Kluckhohn, and Anthony (1958) have described this three-month ordeal in brief but vivid terms:

When a boy is somewhere between 10 and 16 years of age, he is sent by his parents to "circ.u.mcision school," which is held every 4 or 5 years. Here in company with his age-mates he undergoes severe hazing by the adult males of the society. The initiation begins when each boy runs the gauntlet between two rows of men who beat him with clubs. At the end of this experience he is stripped of his clothes and his hair is cut. He is next met by a man covered with lion manes and is seated upon a stone facing this "lion man." Someone then strikes him from behind and when he turns his head to see who has struck him, his foreskin is seized and in two movements cut off by the "lion man." Afterward he is secluded for three months in the "yard of mysteries," where he can be seen only by the initiated.

During the course of his initiation, the boy undergoes six major trials: beatings, exposure to cold, thirst, eating of unsavory foods, punishment, and the threat of death. On the slightest pretext, he may be beaten by one of the newly initiated men, who is a.s.signed to the task by the older men of the tribe. He sleeps without covering and suffers bitterly from the winter cold. He is forbidden to drink a drop of water during the whole three months. Meals are often made nauseating by the half-digested gra.s.s from the stomach of an antelope, which is poured over his food. If he is caught breaking any important rule governing the ceremony, he is severely punished. For example, in one of these punishments, sticks are placed between the fingers of the offender, then a strong man closes his hand around that of the novice, practically crushing his fingers. He is frightened into submission by being told that in former times boys who had tried to escape or who had revealed the secrets to women or to the uninitiated were hanged and their bodies burned to ashes. (p. 360) who is a.s.signed to the task by the older men of the tribe. He sleeps without covering and suffers bitterly from the winter cold. He is forbidden to drink a drop of water during the whole three months. Meals are often made nauseating by the half-digested gra.s.s from the stomach of an antelope, which is poured over his food. If he is caught breaking any important rule governing the ceremony, he is severely punished. For example, in one of these punishments, sticks are placed between the fingers of the offender, then a strong man closes his hand around that of the novice, practically crushing his fingers. He is frightened into submission by being told that in former times boys who had tried to escape or who had revealed the secrets to women or to the uninitiated were hanged and their bodies burned to ashes. (p. 360) On the face of it, these rites seem extraordinary and bizarre. Yet, at the same time, they are remarkably similar in principle and even in detail to the common initiation ceremonies of school fraternities. During the traditional "h.e.l.l Week" held yearly on college campuses, fraternity pledges must persevere through a variety of activities designed by the older members to test the limits of physical exertion, psychological strain, and social embarra.s.sment. At week"s end, the boys who have persisted through the ordeal are accepted for full group membership. Mostly their tribulations have left them no more than greatly tired and a bit shaky, although sometimes the negative effects are more serious (Denizet-Lewis, 2005).

What is interesting is how closely the particular features of h.e.l.l Week tasks match those of tribal initiation rites. Recall that anthropologists identified six major trials to be endured by a Thonga initiate during his stay in the "yard of mysteries." A scan of newspaper reports shows that each trial also has its place in the hazing rituals of Greek-letter societies: [image]Beatings. Fourteen-year-old Michael Kalogris spent three weeks in a Long Island hospital recovering from internal injuries suffered during a h.e.l.l Night initiation ceremony of his high-school fraternity, Omega Gamma Delta. He had been administered the "atomic bomb" by his prospective brothers, who told him to hold his hands over his head and keep them there while they gathered around to slam fists into his stomach and back simultaneously and repeatedly. Fourteen-year-old Michael Kalogris spent three weeks in a Long Island hospital recovering from internal injuries suffered during a h.e.l.l Night initiation ceremony of his high-school fraternity, Omega Gamma Delta. He had been administered the "atomic bomb" by his prospective brothers, who told him to hold his hands over his head and keep them there while they gathered around to slam fists into his stomach and back simultaneously and repeatedly.

[image]Exposure to cold. On a winter night, Frederick Bronner, a California junior college student, was taken 3,000 feet up and 10 miles into the hills of a national forest by his prospective fraternity brothers. Left to find his way home wearing only a thin sweat shirt and slacks, Fat Freddy, as he was called, shivered in a frigid wind until he tumbled down a steep ravine, fracturing bones and hurting his head. Prevented by his injuries from going on, he huddled there against the cold until he died of exposure. On a winter night, Frederick Bronner, a California junior college student, was taken 3,000 feet up and 10 miles into the hills of a national forest by his prospective fraternity brothers. Left to find his way home wearing only a thin sweat shirt and slacks, Fat Freddy, as he was called, shivered in a frigid wind until he tumbled down a steep ravine, fracturing bones and hurting his head. Prevented by his injuries from going on, he huddled there against the cold until he died of exposure.

[image]Thirst. Two Ohio State University freshmen found themselves in the "dungeon" of their prospective fraternity house after breaking the rule requiring all pledges to crawl into the dining area prior to h.e.l.l Week meals. Once locked in the house storage closet, they were given only salty foods to eat for nearly two days. Nothing was provided for drinking purposes except a pair of plastic cups in which they could catch their own urine. Two Ohio State University freshmen found themselves in the "dungeon" of their prospective fraternity house after breaking the rule requiring all pledges to crawl into the dining area prior to h.e.l.l Week meals. Once locked in the house storage closet, they were given only salty foods to eat for nearly two days. Nothing was provided for drinking purposes except a pair of plastic cups in which they could catch their own urine.

Hazy Daze Initiation ceremonies are common to all manner of exclusive groups, although the type of initiation experience can vary widely. A Dutch debating society (left) hazes its initiates by requiring public songs and chants, while a Texas street gang (below) pummels a new member.

[image]Eating of unsavory foods. At Kappa Sigma house on the campus of the University of Southern California, the eyes of eleven pledges bulged when they saw the sickening task before them. Eleven quarter-pound slabs of raw liver lay on a tray. Thick cut and soaked in oil, each was to be swallowed whole, one to a boy. Gagging and choking repeatedly, young Richard Swanson failed three times to down his piece. Determined to succeed, he finally got the oilsoaked At Kappa Sigma house on the campus of the University of Southern California, the eyes of eleven pledges bulged when they saw the sickening task before them. Eleven quarter-pound slabs of raw liver lay on a tray. Thick cut and soaked in oil, each was to be swallowed whole, one to a boy. Gagging and choking repeatedly, young Richard Swanson failed three times to down his piece. Determined to succeed, he finally got the oilsoaked meat into his throat where it lodged and, despite all efforts to remove it, killed him. meat into his throat where it lodged and, despite all efforts to remove it, killed him.

[image]Punishment. In Wisconsin, a pledge who forgot one section of a ritual incantation to be memorized by all initiates was punished for his error. He was required to keep his feet under the rear legs of a folding chair while the heaviest of his fraternity brothers sat down and drank a beer. Although the pledge did not cry out during the punishment, a bone in each of his feet was broken. In Wisconsin, a pledge who forgot one section of a ritual incantation to be memorized by all initiates was punished for his error. He was required to keep his feet under the rear legs of a folding chair while the heaviest of his fraternity brothers sat down and drank a beer. Although the pledge did not cry out during the punishment, a bone in each of his feet was broken.

[image]Threats of death. A pledge of Zeta Beta Tau fraternity was taken to a beach area of New Jersey and told to dig his "own grave." Seconds after he complied with orders to lie flat in the finished hole, the sides collapsed, suffocating him before his prospective fraternity brothers could dig him out. A pledge of Zeta Beta Tau fraternity was taken to a beach area of New Jersey and told to dig his "own grave." Seconds after he complied with orders to lie flat in the finished hole, the sides collapsed, suffocating him before his prospective fraternity brothers could dig him out.

There is another striking similarity between the initiation rites of tribal and fraternal societies: They simply will not die. Resisting all attempts to eliminate or suppress them, such hazing practices have been phenomenally resilient. Authorities, in the form of colonial governments or university administrations, have tried threats, social pressures, legal actions, banishments, bribes, and bans to persuade groups to remove the hazards and humiliations from their initiation ceremonies. None has been successful. Oh, there may be a change while the authority is watching closely, but this is usually more apparent than real-the harsher trials occurring under more secret circ.u.mstances until the pressure is off when they can surface again.

On some college campuses, officials have tried to eliminate dangerous hazing practices by subst.i.tuting a "Help Week" of civic service or by taking direct control of the initiation rituals. When such attempts are not slyly circ.u.mvented by fraternities, they are met with outright physical resistance. For example, in the aftermath of Richard Swanson"s choking death at USC, the university president issued new rules requiring that all pledging activities be reviewed by school authorities before going into effect and that adult advisers be present during initiation ceremonies. According to one national magazine, "the new "code" set off a riot so violent that city police and fire detachments were afraid to enter campus."

Resigning themselves to the inevitable, other college representatives have given up on the possibility of abolishing the degradations of h.e.l.l Week. "If hazing is a universal human activity, and every bit of evidence points to this conclusion, you most likely won"t be able to ban it effectively. Refuse to allow it openly and it will go underground. You can"t ban s.e.x, you can"t prohibit alcohol, and you probably can"t eliminate hazing!" (Gordon & Gordon, 1963).

What is it about hazing practices that make them so precious to these societies? What could make the groups want to evade, undermine, or contest any effort to ban the degrading and perilous features of their initiation rights? Some have argued that the groups themselves are composed of psychological or social miscreants whose twisted needs demand that others be harmed and humiliated. The evidence, however, does not support such a view. Studies done on the personality traits of fraternity members, for instance, show them to be, if anything, slightly healthier than other college students in their psychological adjustment (for a review, see C. S. Johnson, 1972). Similarly, fraternities are known for their willingness to engage in beneficial community projects for the general social good. What they are not willing to do, however, is subst.i.tute these projects for their initiation ceremonies. One survey at the University of Washington (Walker, 1967) found that, of the fraternity chapters examined, most had a type of Help Week tradition but that this community service was Johnson, 1972). Similarly, fraternities are known for their willingness to engage in beneficial community projects for the general social good. What they are not willing to do, however, is subst.i.tute these projects for their initiation ceremonies. One survey at the University of Washington (Walker, 1967) found that, of the fraternity chapters examined, most had a type of Help Week tradition but that this community service was in addition in addition to h.e.l.l Week. In only one case was such service directly related to initiation procedures. to h.e.l.l Week. In only one case was such service directly related to initiation procedures.

The picture that emerges of the perpetrators of hazing practices is of normal individuals who tend to be psychologically stable and socially concerned but who become aberrantly harsh as a group at only one time-immediately before the admission of new members to the society. The evidence, then, points to the ceremony as the culprit. There must be something about its rigors that is vital to the group. There must be some function to its harshness that the society will fight relentlessly to maintain. What?

My own view is that the answer appeared in 1959 in the results of a study little known outside of social psychology. A pair of young researchers, Elliot Aronson and Judson Mills, decided to test their observation that "persons who go through a great deal of trouble or pain to attain something tend to value it more highly than persons who attain the same thing with a minimum of effort." The real stroke of inspiration came in their choice of the initiation ceremony as the best place to examine this possibility. They found that college women who had to endure a severely embarra.s.sing initiation ceremony in order to gain access to a s.e.x discussion group convinced themselves that their new group and its discussions were extremely valuable, even though Aronson and Mills had rehea.r.s.ed the other group members to be as "worthless and uninteresting" as possible. Different coeds who went through a much milder initiation ceremony or went through no initiation at all, were decidedly less positive about the "worthless" new group they had joined. Additional research showed the same results when coeds were required to endure pain rather than embarra.s.sment to get into a group (Gerard & Mathewson, 1966). The more electric shock a woman received as part of the initiation ceremony, the more she later persuaded herself that her new group and its activities were interesting, intelligent, and desirable.

Now the hara.s.sments, the exertions, even the beatings of initiation rituals begin to make sense. The Thonga tribesman with tears in his eyes, watching his 10-year-old son tremble through a night on the cold ground of the "yard of mysteries," the college soph.o.m.ore punctuating his h.e.l.l Night paddling of his fraternity "little brother" with bursts of nervous laughter, these are not acts of sadism. They are acts of group survival. They function, oddly enough, to spur future society members to find the group more attractive and worthwhile. As long as it is the case that people like and believe in what they have struggled to get, these groups will continue to arrange effortful and troublesome initiation rites. The loyalty and dedication of those who emerge will increase to a great degree the chances of group cohesiveness and survival. Indeed, one study of 54 tribal cultures found that those with the most dramatic and stringent initiation ceremonies were those with the greatest group solidarity (Young, 1965). Given Aronson and Mills" demonstration that the severity of an initiation ceremony significantly heightens the newcomer"s with the most dramatic and stringent initiation ceremonies were those with the greatest group solidarity (Young, 1965). Given Aronson and Mills" demonstration that the severity of an initiation ceremony significantly heightens the newcomer"s commitment commitment to the group, it is hardly surprising that groups will oppose all attempts to eliminate this crucial link to their future strength. to the group, it is hardly surprising that groups will oppose all attempts to eliminate this crucial link to their future strength.

Military groups and organizations are by no means exempt from these same processes. The agonies of "boot camp" initiations to the armed services are legendary and effective. The novelist William Styron testified to this effectiveness after recounting the misery of his own U.S. Marine concentration-camp-like "training nightmare:"

There is no ex-Marine of my acquaintance . . . who does not view the training as a crucible out of which he emerged in some way more resilient, simply braver and better for the wear. (Styron, 1977, p. 3) Although the rigors of basic training are widely approved by military bra.s.s, a policy of "zero tolerance" is said to exist for incidents of aberrantly harsh hazing like those contained in two videotapes uncovered by TV news sources in 1997. The tapes depicted the practice of "blood pinning," in which marine paratroopers who have completed 10 training jumps receive their golden wing pins. The pins, each with a pair of half-inch points protruding from the back, are affixed to an initiate"s shirt and then ground, punched, slammed, and slapped into his chest while he writhes and screams (Gleick, 1997). Despite claims of outrage and disgust from military leaders in the aftermath, only one of the 30 marines caught perpetrating the pain was recommended for discharge. A few were a.s.signed to receive counseling, while the partic.i.p.ation of most (20) was simply ignored. Official p.r.o.nouncements of "zero tolerance" notwithstanding, I find it instructive that the slaps delivered to the initiates were thunderous and to the heart. But, to the initiators, they were light and to the wrist. Once again, it appears that, for groups concerned about fostering a lasting sense of solidarity and distinction, the hardship of demanding initiation activities will not be easily undermined.

The Inner Choice Examination of such diverse activities as the indoctrination practices of the Chinese Communists and the initiation rituals of college fraternities provides some valuable information about commitment. It appears that the commitments most effective in changing a person"s self-image and future behavior are those that are active, public, and effortful. However, there is another property of effective commitment more important than the other three combined. To understand what it is, we first need to solve a pair of puzzles in the actions of Communist interrogators and college fraternity brothers.

The first puzzle comes from the refusal of fraternity chapters to allow public-service activities to be part of their initiation ceremonies. Recall Walker"s survey (1967), which reported that community projects, though frequent, were nearly always separated from the membership-induction program. Why? If an effortful commitment is what fraternities are after in their initiation rites, surely they could structure enough distasteful and strenuous civic activities for their pledges; there is plenty of exertion and unpleasantness to be found in the world of old-age-home repairs, mental-health-center yard work, and hospital bedpan duty. Besides, community-spirited endeavors of this sort would do much to improve the highly unfavorable public and media image of fraternity h.e.l.l Week rites; a survey (Phalen, 1951) showed that for every positive newspaper story concerning h.e.l.l Week, there were five negative stories. If only for public-relations reasons, then, fraternities should want to incorporate community-service efforts into their initiation practices. But they don"t. (1967), which reported that community projects, though frequent, were nearly always separated from the membership-induction program. Why? If an effortful commitment is what fraternities are after in their initiation rites, surely they could structure enough distasteful and strenuous civic activities for their pledges; there is plenty of exertion and unpleasantness to be found in the world of old-age-home repairs, mental-health-center yard work, and hospital bedpan duty. Besides, community-spirited endeavors of this sort would do much to improve the highly unfavorable public and media image of fraternity h.e.l.l Week rites; a survey (Phalen, 1951) showed that for every positive newspaper story concerning h.e.l.l Week, there were five negative stories. If only for public-relations reasons, then, fraternities should want to incorporate community-service efforts into their initiation practices. But they don"t.

To examine the second puzzle, we need to return to the Chinese prison camps of Korea and the political essay contests held for American captives. The Chinese wanted as many Americans as possible to enter these contests so that, in the process, they might write comments favorable to the Communist view. If, however, the idea was to attract large numbers of entrants, why were the prizes so small? A few extra cigarettes or a little fresh fruit were often all that a contest winner could expect. In the setting, even these prizes were valuable, but, still, there were much larger rewards-warm clothing, special mail privileges, increased freedom of movement in camp-that the Chinese could have used to increase the number of essay writers. Yet they specifically chose to employ the smaller rather than the larger, more motivating rewards.

Although the settings are quite different, the surveyed fraternities refused to allow civic activities into their initiation ceremonies for the same reason that the Chinese withheld large prizes in favor of less powerful inducements: They wanted the partic.i.p.ants to own own what they had done. No excuses, no ways out were allowed. A pledge who suffered through an arduous hazing could not be given the chance to believe he did so for charitable purposes. A prisoner who salted his political essay with anti-American comments could not be permitted to shrug it off as motivated by a big reward. No, the fraternity chapters and Chinese Communists were playing for keeps. It was not enough to wring commitments out of their men; those men had to be made to take inner responsibility for their actions. what they had done. No excuses, no ways out were allowed. A pledge who suffered through an arduous hazing could not be given the chance to believe he did so for charitable purposes. A prisoner who salted his political essay with anti-American comments could not be permitted to shrug it off as motivated by a big reward. No, the fraternity chapters and Chinese Communists were playing for keeps. It was not enough to wring commitments out of their men; those men had to be made to take inner responsibility for their actions.

Given the Chinese Communist government"s affinity for the political essay contest as a commitment device, it should come as no surprise that a wave of such contests appeared in the aftermath of the 1989 ma.s.sacre in Tiannanmen Square, where pro-democracy protesters were gunned down by government soldiers. In Beijing alone, nine state-run newspapers and television stations sponsored essay compet.i.tions on the "quelling of the counterrevolutionary rebellion." Still acting in accord with its long-standing and insightful de-emphasis of rewards for public commitments, the Beijing government left the contest prizes unspecified.

Social scientists have determined that we accept inner responsibility for a behavior when we think we have chosen to perform it in the absence of strong outside pressure we accept inner responsibility for a behavior when we think we have chosen to perform it in the absence of strong outside pressure. A large reward is one such external pressure. It may get us to perform certain actions, but it won"t get us to accept inner responsibility for the acts. but it won"t get us to accept inner responsibility for the acts.3 Consequently, we won"t feel committed to them. The same is true of a strong threat; it may motivate immediate compliance, but it is unlikely to produce long-term commitment. Consequently, we won"t feel committed to them. The same is true of a strong threat; it may motivate immediate compliance, but it is unlikely to produce long-term commitment.

3In fact, large material rewards may even reduce or "undermine" our inner responsibility for an act, causing a subsequent reluctance to perform it when the reward is no longer present (Deci & Ryan, 1985; Higgins, Lee, Kwon, & Trope, 1995; Lepper & Greene, 1978).

All this has important implications for rearing children. It suggests that we should never heavily bribe or threaten our children to do the things we want them truly to believe in. Such pressures will probably produce temporary compliance with our wishes. However, if we want more than just that, if we want our children to believe in the correctness of what they have done, if we want them to continue to perform the desired behavior when we are not present to apply those outside pressures, then we must somehow arrange for them to accept inner responsibility for the actions we want them to take. An experiment by Jonathan Freedman (1965) gives us some hints about what to do and what not to do in this regard.

Freedman wanted to see if he could prevent second-to-fourth-grade boys from playing with a fascinating toy, just because he had said that it was wrong to do so some six weeks earlier. Anyone familiar with seven- to nine-year-old boys must realize the enormity of the task, but Freedman had a plan. If he could first get the boys to convince themselves that it was wrong to play with the forbidden toy, perhaps that belief would keep them from playing with it thereafter. The difficulty was making the boys believe that it was wrong to amuse themselves with the toy-an extremely expensive, battery-controlled robot.

Freedman knew it would be easy enough to have a boy obey temporarily. All he had to do was threaten the boy with severe consequences should he be caught playing with the toy. As long as he was nearby to deal out stiff punishment, Freedman figured that few boys would risk operating the robot. He was right. After showing a boy an array of five toys and warning him, "It is wrong to play with the robot. If you play with the robot, I"ll be very angry and will have to do something about it," Freedman left the room for a few minutes. During that time, the boy was observed secretly through a one-way mirror. Freedman tried this threat procedure on 22 different boys, and 21 of them never touched the robot while he was gone.

So a strong threat was successful while the boys thought they might be caught and punished. Of course, Freedman had already guessed that. He was really interested in the effectiveness of the threat in guiding the boys" behavior later on, when he was no longer around. To find out what would happen then, he sent a young woman back to the boys" school about six weeks after he had been there. She took the boys out of the cla.s.s one at a time to partic.i.p.ate in an experiment. Without ever mentioning any connection with Freedman, she escorted each boy back to the room containing the five toys and gave him a drawing test. While she was scoring the test, she told the boy that he was free to play with any toy in the room. Of course, almost all of the boys played with a toy. The interesting result was that, of the boys who played with a toy, 77 percent chose to play with the robot that had been forbidden to them earlier. Freedman"s severe threat, which had been so successful six weeks before, was almost totally unsuccessful when he was no longer able to back it up with punishment. course, almost all of the boys played with a toy. The interesting result was that, of the boys who played with a toy, 77 percent chose to play with the robot that had been forbidden to them earlier. Freedman"s severe threat, which had been so successful six weeks before, was almost totally unsuccessful when he was no longer able to back it up with punishment.

However, Freedman wasn"t finished yet. He changed his procedure slightly with a second sample of boys. These boys, too, were initially shown the array of five toys by Freedman and warned not to play with the robot while he was briefly out of the room because "It is wrong to play with the robot." This time, Freedman provided no strong threat to frighten a boy into obedience. He simply left the room and observed through the one-way mirror to see if his instruction against playing with the forbidden toy was enough. It was. Just as with the other sample, only 1 of the 22 boys touched the robot during the short time Freedman was gone.

The real difference between the two samples of boys came six weeks later, when they had a chance to play with the toys while Freedman was no longer around. An astonishing thing happened with the boys who earlier had been given no strong threat against playing with the robot: When given the freedom to play with any toy they wished, most avoided the robot, even though it was by far the most attractive of the five toys available (the others were a cheap plastic submarine, a child"s baseball glove without a ball, an unloaded toy rifle, and a toy tractor). When these boys played with one of the five toys, only 33 percent chose the robot.

Something dramatic had happened to both groups of boys. For the first group, it was the severe threat they heard from Freedman to back up his statement that playing with the robot was "wrong." It had been quite effective, while Freedman could catch them violating his rule. Later, though, when he was no longer present to observe the boys" behavior, his threat was impotent and his rule was, consequently, ignored. It seems clear that the threat had not taught the boys that operating the robot was wrong, only that it was unwise to do so when the possibility of punishment existed.

For the other boys, the dramatic event had come from inside, not outside. Freedman had instructed them, too, that playing with the robot was wrong, but he had added no threat of punishment should they disobey him. There were two important results. First, Freedman"s instruction alone was enough to prevent the boys from operating the robot while he was briefly out of the room. Second, the boys took personal responsibility for their choices to stay away from the robot during that time. They decided that they hadn"t played with it because they they didn"t want to. After all, there were no strong punishments a.s.sociated with the toy to explain their behavior otherwise. Thus, weeks later, when Freedman was nowhere around, they still ignored the robot because they had been changed inside to believe that they did not want to play with it. didn"t want to. After all, there were no strong punishments a.s.sociated with the toy to explain their behavior otherwise. Thus, weeks later, when Freedman was nowhere around, they still ignored the robot because they had been changed inside to believe that they did not want to play with it.

Adults facing the child-rearing experience can take a cue from the Freedman study. Suppose a couple wants to impress upon their daughter that lying is wrong. A strong, clear threat ("It"s bad to lie, honey, so if I catch you at it, I"ll cut your tongue out") might well be effective when the parents are present or when the girl thinks she can be discovered. However, it will not achieve the larger goal of convincing her that she does not want to lie because thinks she can be discovered. However, it will not achieve the larger goal of convincing her that she does not want to lie because she she thinks it"s wrong. To do that, a much subtler approach is required. A reason must be given that is just strong enough to get her to be truthful most of the time but is not so strong that she sees it as the obvious reason for her truthfulness. It"s a tricky business because this barely sufficient reason changes from child to child. For one child, a simple appeal may be enough ("It"s bad to lie, honey, so I hope you won"t do it"); for another, it may be necessary to add a somewhat stronger reason (". . . because if you do, I"ll be disappointed in you"); for a third child, a mild form of warning may be required as well (". . . and I"ll probably have to do something I don"t want to do"). Wise parents will know which kind of reason will work on their own children. The important thing is to use a reason that will initially produce the desired behavior and will, at the same time, allow a child to take personal responsibility for that behavior. Thus, the less detectable outside pressure such a reason contains, the better. Selecting just the right reason is not an easy task for parents, but the effort should pay off. It is likely to mean the difference between short-lived compliance and long-term commitment. As Samuel Butler wrote more than 300 years ago, "He who agrees against his will / Is of the same opinion still." thinks it"s wrong. To do that, a much subtler approach is required. A reason must be given that is just strong enough to get her to be truthful most of the time but is not so strong that she sees it as the obvious reason for her truthfulness. It"s a tricky business because this barely sufficient reason changes from child to child. For one child, a simple appeal may be enough ("It"s bad to lie, honey, so I hope you won"t do it"); for another, it may be necessary to add a somewhat stronger reason (". . . because if you do, I"ll be disappointed in you"); for a third child, a mild form of warning may be required as well (". . . and I"ll probably have to do something I don"t want to do"). Wise parents will know which kind of reason will work on their own children. The important thing is to use a reason that will initially produce the desired behavior and will, at the same time, allow a child to take personal responsibility for that behavior. Thus, the less detectable outside pressure such a reason contains, the better. Selecting just the right reason is not an easy task for parents, but the effort should pay off. It is likely to mean the difference between short-lived compliance and long-term commitment. As Samuel Butler wrote more than 300 years ago, "He who agrees against his will / Is of the same opinion still."

Growing Legs to Stand On For a pair of reasons we have already talked about, compliance professionals love commitments that produce inner change. First, that change is not just specific to the situation where it first occurred; it covers a whole range of related situations, too. Second, the effects of the change are lasting. So, once people have been induced to take actions that shift their self-images to that of, let"s say, public-spirited citizens, they are likely to be public-spirited in a variety of other circ.u.mstances where their compliance may also be desired. And they are likely to continue their public-spirited behavior for as long as their new self-images hold.

There is yet another attraction in commitments that lead to inner change-they "grow their own legs." There is no need for the compliance professional to undertake a costly and continuing effort to reinforce the change; the pressure for consistency will take care of all that. After people come to view themselves as public-spirited citizens, they will automatically begin to see things differently. They will convince themselves that it is the correct way to be and will begin to pay attention to facts they hadn"t noticed before about the value of community service. They will make themselves available to hear arguments they hadn"t heard before favoring civic action and will find such arguments more persuasive than before. In general, because of the need to be consistent within their system of beliefs, they will a.s.sure themselves that their choice to take public-spirited action was right. What is important about this process of generating additional reasons to justify the commitment is that the reasons are new new. Thus, even if the original reason for the civic-minded behavior were taken away, these newly discovered reasons alone might be enough to support their perceptions that they had behaved correctly.

The advantage to an unscrupulous compliance professional is tremendous. Because we build new struts to undergird choices we have committed ourselves to, an exploitative individual can offer us an inducement for making such a choice. After the decision has been made, the individual can remove that inducement, knowing that our decision will probably stand on its own newly created legs. Car dealers frequently try to benefit from this process through a trick they call "throwing a low-ball." I first encountered the tactic while posing as a sales trainee at a local Chevrolet dealership. After a week of basic instruction, I was allowed to watch the regular salespeople perform. One practice that caught my attention right away was the low-ball.

For certain customers, a very good price, perhaps as much as $400 below compet.i.tors" prices, is offered on a car. The good deal, however, is not genuine; the dealer never intends it to go through. Its only purpose is to cause prospects to decide decide to buy one of the dealership"s cars. Once the decision is made, a number of activities develop the customer"s sense of personal commitment to the car-a fistful of purchase forms are filled out, extensive financing terms are arranged, sometimes the customer is encouraged to drive the car for a day before signing the contract, "so you can get the feel of it and show it around the neighborhood and at work." During this time, the dealer knows, customers typically develop a range of new reasons to support their choice and to justify the investments they have now made (Brockner & Rubin, 1985; Teger, 1980). to buy one of the dealership"s cars. Once the decision is made, a number of activities develop the customer"s sense of personal commitment to the car-a fistful of purchase forms are filled out, extensive financing terms are arranged, sometimes the customer is encouraged to drive the car for a day before signing the contract, "so you can get the feel of it and show it around the neighborhood and at work." During this time, the dealer knows, customers typically develop a range of new reasons to support their choice and to justify the investments they have now made (Brockner & Rubin, 1985; Teger, 1980).

Then something happens. Occasionally an "error" in the calculations is discovered-maybe the salesperson forgot to add the cost of the air conditioner, and if the buyer still requires air-conditioning, $400 must be added to the price. To throw suspicion off themselves, some dealers let the bank handling the financing find the mistake. At other times, the deal is disallowed at the last moment; the salesperson checks with his or her boss, who cancels it because "the dealership would be losing money." For only another $400 the car can be had, which, in the context of a mult.i.thousand-dollar deal, doesn"t seem too steep since, as the salesperson emphasizes, the cost is equal to compet.i.tors" and "This is the car you chose, right?"

Another, even more insidious form of low-balling occurs when the salesperson makes an inflated trade-in offer on the prospect"s old car as part of the buy/trade package. The customer recognizes the offer as overly generous and jumps at the deal. Later, before the contract is signed, the used-car manager says that the salesperson"s estimate was $400 too high and reduces the trade-in allowance to its actual, blue-book level. The customer, realizing that the reduced offer is the fair one, accepts it as appropriate and sometimes feels guilty about trying to take advantage of the salesperson"s high estimate. I once witnessed a woman provide an embarra.s.sed apology to a salesman who had used the last version of low-balling on her-this while she was signing a new-car contract giving him a huge commission. He looked hurt but managed a forgiving smile.

No matter which variety of low-balling is used, the sequence is the same: An advantage is offered that induces a favorable purchase decision. Then, sometime after the decision has been made, but before the bargain is sealed, the original purchase advantage is deftly removed. It seems almost incredible that a customer would buy a car under these circ.u.mstances. Yet it works-not on everybody, of course, but it is effective enough to be a staple compliance procedure in many car showrooms. Automobile dealers have come to understand the ability of a personal commitment to build its own support system, a support system of new justifications for the commitment. Often these justifications provide so many strong legs for the decision to stand on that when the dealer pulls away only one leg, the original one, there is no collapse. The loss can be shrugged off by the customer who is consoled, even made happy, by the array of other good reasons favoring the choice. It never occurs to the buyer that those additional reasons might never have existed had the choice not been made in the first place. advantage is deftly removed. It seems almost incredible that a customer would buy a car under these circ.u.mstances. Yet it works-not on everybody, of course, but it is effective enough to be a staple compliance procedure in many car showrooms. Automobile dealers have come to understand the ability of a personal commitment to build its own support system, a support system of new justifications for the commitment. Often these justifications provide so many strong legs for the decision to stand on that when the dealer pulls away only one leg, the original one, there is no collapse. The loss can be shrugged off by the customer who is consoled, even made happy, by the array of other good reasons favoring the choice. It never occurs to the buyer that those additional reasons might never have existed had the choice not been made in the first place.

After watching the low-ball technique work so impressively in the car showroom, I decided to test its effectiveness in another setting where I could see if the basic idea worked with a bit of a twist. That is, the car salespeople I observed threw the low-ball by proposing sweet deals, getting favorable decisions as a result, and then taking away the sweet part of the offers. If my thinking about the essence of the low-ball procedure was correct, I recognized that I should be able to get the tactic to work in a somewhat different way: I could offer a good deal, which would produce the crucial decisional commitment, and then I could add add an an un unpleasant feature to the arrangement. Because the effect of the low-ball technique was to get an individual to stick with a deal, even after circ.u.mstances had changed to make it a poor one, the tactic should work whether a positive aspect of the deal was removed or a negative aspect was added.

So, to test this latter possibility, my colleagues John Cacioppo, Rod Ba.s.sett, John Miller, and I ran an experiment designed to get Introductory Psychology students at Ohio State University to agree to perform an unpleasant activity: to wake up very early to partic.i.p.ate in a 7:00 A.M. A.M. study "on thinking processes." When calling one sample of students, we immediately informed them of the 7:00 study "on thinking processes." When calling one sample of students, we immediately informed them of the 7:00 A.M. A.M. starting time. Only 24 percent were willing to partic.i.p.ate. However, when calling a second sample of students, we threw a low-ball: We first asked if they wanted to partic.i.p.ate in a study of thinking processes, and after they responded56 percent of them positively-we mentioned the 7:00 starting time. Only 24 percent were willing to partic.i.p.ate. However, when calling a second sample of students, we threw a low-ball: We first asked if they wanted to partic.i.p.ate in a study of thinking processes, and after they responded56 percent of them positively-we mentioned the 7:00 A A.M. start time and gave them the chance to change their minds. None None of them did. What"s more, in keeping with their commitment to partic.i.p.ate, 95 percent of the low-balled students did come to the Psychology Building at 7:00 of them did. What"s more, in keeping with their commitment to partic.i.p.ate, 95 percent of the low-balled students did come to the Psychology Building at 7:00 A.M. A.M. as promised. I know this to be the case because I recruited two research a.s.sistants to be on site at that time to conduct the thinking processes experiment and to take the names of the students who appeared. as promised. I know this to be the case because I recruited two research a.s.sistants to be on site at that time to conduct the thinking processes experiment and to take the names of the students who appeared.4 4There is no foundation to the rumor that, in recruiting my research a.s.sistants for this task, I first asked if they wanted to administer a study on thinking processes and, after they agreed, informed them of the 7:00 A.M. A.M. starting time. starting time.

In addition to the just-described study, several other experiments have attested to the effectiveness of the low-ball procedure in a variety of circ.u.mstances (see Brownstein & Katzev, 1985; Burger & Petty, 1981; Joule, 1987; see Cialdini, Cacioppo, Ba.s.sett, & Miller, 1978, for full details).

The impressive thing about the low-ball tactic is its ability to make a person feel pleased with a poor choice. Those who have only poor choices to offer us are especially fond of the technique. We can find them throwing low-b.a.l.l.s in business, social, and personal situations. For instance, there"s my neighbor Tim, a true low-ball aficionado. Recall that he"s the one who, by promising to change his ways, got his girlfriend, Sara, to cancel her impending marriage to another and take him back. Since her decision to choose Tim, Sara has become more devoted to him than ever, even though he has not fulfilled his promises. She explains this by saying that she has allowed herself to see all sorts of positive qualities in Tim she had never recognized before.

I know full well that Sara is a low-ball victim. Just as I had watched buyers fall for the give-it-and-take-it-away-later strategy in the car showroom, I watched her fall for the same trick with Tim. For his part, Tim remains the guy he has always been. Because the new attractions Sara has discovered (or created) in him are quite real for her, she now seems satisfied with the same arrangement that was unacceptable before her enormous commitment. The decision to choose Tim, poor as it may have been objectively, has grown its own supports and appears to have made Sara genuinely happy. I have never mentioned to Sara what I know about low-balling. The reason for my silence is not that I think her better off in the dark on the issue. As a general guiding principle, more information is always better than less information. It"s just that, if I said a word, I am confident she would hate me for it.

Standing Up for the Public Good Depending on the motives of the person wishing to use them, any of the compliance techniques discussed in this book can be employed for good or for ill. It should not be surprising, then, that the low-ball tactic can be used for more socially beneficial purposes than selling new cars or reestablishing relationships with former lovers. One research project done in Iowa (Pallak, Cook, & Sullivan, 1980), for example, shows how the low-ball procedure can influence homeowners to conserve energy. The project began at the start of the Iowa winter when residents who heated their homes with natural gas were contacted by an interviewer. The interviewer gave them some energy-conservation tips and asked them to try to save fuel in the future. Although they all agreed to try, when the researchers examined the utility records of these families after a month and again at winter"s end, it was clear that no real savings had occurred. The residents who had promised to make a conservation attempt used just as much natural gas as did a random sample of their neighbors who had not been contacted by an interviewer. Good intentions coupled with information about saving fuel, then, were not enough to change habits.

Even before the project began, Pallak and his research team had recognized that something more would be needed to shift long-standing energy-use patterns. So they tried a slightly different procedure on a comparable sample of Iowa natural-gas users. These people, too, were contacted by an interviewer, who provided energy-saving hints and asked them to conserve, but for these families, the interviewer offered something else: Those residents agreeing to save energy would have their names publicized in newspaper articles as public-spirited, fuel-conserving citizens. The effect was immediate. One month later, when the utility companies checked their meters, the homeowners in this sample had saved an average of 422 cubic feet of natural gas apiece. The chance to have their names in the paper had motivated these residents to substantial conservation efforts for a period of a month. energy-saving hints and asked them to conserve, but for these families, the interviewer offered something else: Those residents agreeing to save energy would have their names publicized in newspaper articles as public-spirited, fuel-conserving citizens. The effect was immediate. One month later, when the utility companies checked their meters, the homeowners in this sample had saved an average of 422 cubic feet of natural gas apiece. The chance to have their names in the paper had motivated these residents to substantial conservation efforts for a period of a month.

Then the rug was pulled out. The researchers extracted the reason that had initially caused the people to save fuel. Each family that had been promised publicity received a letter saying it would not be possible to publicize its name after all.

At the end of the winter, the research team examined the effect the letter had on the natural-gas usage of the families. Did they return to their old, wasteful habits when the chance to be in the newspaper was removed? Hardly. For each of the remaining winter months, these families actually conserved more more fuel than they had during the time they thought they would be publicly celebrated for it! In terms of percentage of energy savings, they had managed a 12.2 percent gas savings during the first month because they expected to see themselves lauded in the paper. However, after the letter arrived informing them to the contrary, they did not return to their previous energy-use levels; instead, they increased their savings to a 15.5 percent level for the rest of the winter. fuel than they had during the time they thought they would be publicly celebrated for it! In terms of percentage of energy savings, they had managed a 12.2 percent gas savings during the first month because they expected to see themselves lauded in the paper. However, after the letter arrived informing them to the contrary, they did not return to their previous energy-use levels; instead, they increased their savings to a 15.5 percent level for the rest of the winter.

Although we can never be completely sure of such things, one explanation for their persistent behavior presents itself immediately. These people had been low-balled into a conservation commitment through a promise of newspaper publicity. Once made, that commitment started generating its own support: The homeowners began acquiring new energy habits, began feeling good about their public-spirited efforts, began convincing themselves of the vital need to reduce American dependence on foreign fuel, began appreciating the monetary savings in their utility bills, began feeling proud of their capacity for self-denial, and most important, began viewing themselves as conservation-minded. With all these new reasons present to justify the commitment to use less energy, it is no wonder that the commitment remained firm even after the original reason, newspaper publicity, had been kicked away. (See Figure 3.2 Figure 3.2 on page 88.) on page 88.) Strangely enough, though, when the publicity factor was no longer a possibility, these families did not merely maintain their fuel-saving effort, they heightened it. Any of a number of interpretations could be offered for that still stronger effort, but I have a favorite. In a way, the opportunity to receive newspaper publicity had prevented the homeowners from fully owning their commitment to conservation. Of all the reasons supporting the decision to try to save fuel, it was the only one that had come from the outside; it was the only one preventing the homeowners from thinking that they were conserving gas because they believed in it. So when the letter arrived canceling the publicity agreement, it removed the only impediment to these residents" images of themselves as fully concerned, energy-conscious citizens.

Figure 3.2 The Low-Ball for the Long-Term The Low-Ball for the Long-Term In this ill.u.s.tration of the Iowa energy research, we can see how the original conservation effort rested on the promise of publicity (top) (top). Before long, however, this energy commitment led to the sprouting of new, self-generated supports, allowing the research team to throw its low-ball (middle). (middle). The consequence was a persisting level of conservation that stood firmly on its own legs after the initial publicity prop had been knocked down The consequence was a persisting level of conservation that stood firmly on its own legs after the initial publicity prop had been knocked down (bottom) (bottom).

This unqualified, new self-image then pushed them to even greater heights of conservation. Much like Sara, they appeared to have become committed to a choice through an initial inducement and were still more dedicated to it after the inducement had been removed.5 5Fortunately, it is not necessary to use so deceptive an approach as the low-ball technique to employ the power of the commitment/consistency principle in public-service campaigns. An impressive series of studies by Richard Katzev and his students at Reed College has demonstrated the effectiveness of commitment tactics like written pledges and foot-in-the-door procedures in increasing such energy conservation behaviors as recycling, electricity usage, and bus ridership (Bachman & Katzev, 1982; Katzev & Johnson, 1983, 1984; Katzev & Pardini, 1988; Pardini & Katzev, 1983-84).

Defense The only effective defense I know against the weapons of influence embodied in the combined principles of commitment and consistency is an awareness that, although consistency is generally good, even vital, there is a foolish, rigid variety to be shunned. We must be wary of the tendency to be automatically and unthinkingly consistent, for it lays us open to the maneuvers of those who want to exploit the mechanical commitment-consistency sequence for profit.

Since automatic consistency is so useful in allowing us an economical and appropriate way of behaving most of the time, however, we can"t decide merely to eliminate it from our lives altogether. The results would be disastrous. If, rather than whirring along in accordance with our prior decisions and deeds, we stopped to think through the merits of each new action before performing it, we would never have time to accomplish anything significant. We need even that dangerous, mechanical brand of consistency. The only way out of the dilemma is to know when such consistency is likely to lead to a poor choice. There are certain signals two separate kinds of signals-to tip us off. We register each type in a different part of our bodies.

Stomach Signs The first signal is easy to recognize. It occurs right in the pit of our stomachs when we realize we are trapped into complying with a request we know know we don"t want to perform. It has happened to me a hundred times. An especially memorable instance, though, took place on a summer evening well before I began to study compliance tactics. I answered my doorbell to find a stunning young woman dressed in shorts and a revealing halter top. I noticed, nonetheless, that she was carrying a clipboard and was asking me to partic.i.p.ate in a survey. Wanting to make a favorable impression, I agreed and, I do admit, stretched the truth in my interview answers in order to present myself in the most positive light. Our conversation went as follows: we don"t want to perform. It has happened to me a hundred times. An especially memorable instance, though, took place on a summer evening well before I began to study compliance tactics. I answered my doorbell to find a stunning young woman dressed in shorts and a revealing halter top. I noticed, nonetheless, that she was carrying a clipboard and was asking me to partic.i.p.ate in a survey. Wanting to make a favorable impression, I agreed and, I do admit, stretched the truth in my interview answers in order to present myself in the most positive light. Our conversation went as follows: Stunning Young Woman: h.e.l.lo! I"m doing a survey on the entertainment habits of city residents, and I wonder if you could answer a few questions for me. h.e.l.lo! I"m doing a survey on the entertainment habits of city residents, and I wonder if you could answer a few questions for me.

Cialdini: Do come in. Do come in.

SYW: Thank you. I"ll just sit right here and begin. How many times per week would you say you go out to dinner? Thank you. I"ll just sit right here and begin. How many times per week would you say you go out to dinner?

C: Oh, probably three, maybe four times a week. Whenever I can, really; I love fine restaurants. Oh, probably three, maybe four times a week. Whenever I can, really; I love fine restaurants.

SYW: How nice. And do you usually order wine with your dinner? How nice. And do you usually order wine with your dinner?

C: Only if it"s imported. Only if it"s imported.

SYW: I see. What about movies? Do you go to the movies much? I see. What about movies? Do you go to the movies much?

C: The cinema? I can"t get enough of good films. I especially like the sophisticated kind with the words on the bottom of the screen. How about you? Do you like to see films? The cinema? I can"t get enough of good films. I especially like the sophisticated kind with the words on the bottom of the screen. How about you? Do you like to see films?

SYW: Uh . . . yes, I do. But let"s get back to the interview. Do you go to many concerts? Uh . . . yes, I do. But let"s get back to the interview. Do you go to many concerts?

C: Definitely. The symphonic stuff mostly, of course. But I do enjoy a quality pop group as well. Definitely. The symphonic stuff mostly, of course. But I do enjoy a quality pop group as well.

SYW: (writing rapidly). (writing rapidly). Great! just one more question. What about touring performances by theatrical or ballet companies? Do you see them when they"re in town? Great! just one more question. What about touring performances by theatrical or ballet companies? Do you see them when they"re in town?

C: Ah, the ballet-the movement, the grace, the form-I love it. Mark me down as Ah, the ballet-the movement, the grace, the form-I love it. Mark me down as loving loving the ballet. See it every chance I get. the ballet. See it every chance I get.

SYW: Fine. Just let me recheck my figures here for a moment, Mr. Cialdini. Fine. Just let me recheck my figure
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