ABSTRACT
This very short chapter covers the vital importance of reciprocity (people don’t feel at all morally obliged to keep promises to management if management lack integrity themselves). It summarises the most relevant elements of research into influencing theory: namely, that on those occasions when we do need an employee to give an assurance that an act won’t be repeated, it’s vital that we use eye contact and not leave until their promise has involved the word ‘I’.
