Original Script | Never Split the Difference Approach | Comments |
Hello, is <NAME> there? Hi <NAME>! This is Yan-David. I’m a volunteer with Hillary for <LOCATION>. | Hi, I’m Yan-David. I’m a volunteer with Hillary for <LOCATION>. | The callee’s name is their most prized emotional possession. Starting by using their name (even though they didn’t volunteer it to you) immediately puts them in a state of alert. Not a great way to kick-off this important convo. Instead, I start with my name. I'm giving the callee some valuable information (my name) before asking them for anything. |
I understand that you’re a Hillary supporter, is that correct? (mark support below) If no: Ok – thank you for your time. (politely end call) If yes: That’s great. Thanks for supporting Hillary! (continue to Voting question below) | Do you want Donald Trump to be your next President? If yes: Ok – thank you for your time. (politely end call) If “no, I’m a Hillary supporter” (or some similar phrasing): Thank you for supporting Hillary! (continue to Voting question below) | “I understand” comes off as pedantic. (Remember saying “No, you don’t!” to your parents as a kid?). Plus, this is a leading “Yes” question, which instantly puts the callee on alert that you’re trying to force something from them. Instead I start with a “No”-question, which gives the callee control over the scenario that will come to pass. Control is hugely important here since you’re asking the callee to make an important choice — whom to vote for. It has to be their choice |
If uncommitted: I can certainly understand not being sure. I decided to support Hillary because... use any that apply to you: She has fought for children and families like mine her entire life. We've never had a candidate more prepared and experienced to do the most important job Hillary never quits on anything she believes in and keeps fighting even after she gets knocked down | If uncommitted: It sounds like you’re not sure (pause & let the callee speak). What would help you make a decision? (pause) (Use these supporting arguments in the conversation, but don’t read them verbatim. Use them to reinforce what the callee is saying) I decided to support Hillary because... use any that apply to you: She has fought for children and families like mine her entire life. We've never had a candidate more prepared and experienced to do the most important job Hillary never quits on anything she believes in and keeps fighting even after she gets knocked down | Again, starting with “I understand” — a phrase we should all banish from our vocabularies. Only negative emotional reactions come from it. Instead, I label the emotion (uncertainty) and let the callee elaborate. It’s important that the callee feel that their uncertainty is valid and has been heard. I then follow up by using calibrated questions like this one to have the callee work with me to determine what would help make his/her choice clearer. Again, it’s important that the callee know it’s their choice, because they have to ultimately own up to it and follow through with it in the voting booth. “Yes” means nothing if it isn’t implemented. |
Can I count on your support? If no: Ok – thank you for your time. (politely end call) | Are you willing to let Donald Trump become your next President? If yes: Ok – thank you for your time. (politely end call) | Another leading "Yes" question which may yield a “counterfeit Yes” namely a “Yes” that actually means “Fuck you, leave me alone.” That type of Yes won’t result in a Hillary vote. Another “Start with No” question, further making it clear that Trump is the alternative to Hillary. Even if the callee doesn’t love Hillary, are they willing to let Trump be their next president. This makes it personal. |
If yes: Great! Thanks so much for your support. (mark support below and continue) | If no: …. (see below) | |
Can we count on your support for Hillary Clinton on November 8, 2016?1 - Strong HRC 2 - Lean HRC 3 - Undecided 4 - Lean Trump 5 - Strong Trump 6 - Other | What are you going to do about it on November 8, 2016? | Another leading “Yes” question which is likely to lead to a counterfeit Yes (see above), particularly if the voter is undecided. Instead, I use an open-ended question that lets the callee participate in defining the solution they will take. |
Looks like official state records show that you are a regular voter. Thank you for being a voter and for setting a good example for those around you! (pause) We wanted to remind you about Election Day coming up on Tuesday, November 8th! Your polling location is open from 6 AM to 7PM. Talking to our neighbors here in Tucson and it looks like a lot of us will be voting this year and from we’re seeing this election will be very close. Can we count on you to vote? | Looks like official state records show that you are a regular voter. Thank you for being a voter and for setting a good example for those around you! (pause) We wanted to remind you about Election Day coming up on Tuesday, November 8th! Your polling location is open from 6 AM to 7PM. Talking to our neighbors here in <LOCATION> and it looks like a lot of us will be voting this year and from we’re seeing this election will be very close. What will you do to help prevent Donald Trump being your next President? | Another Yes-seeking question. The script is full of them and they are all ineffective, particularly with undecided voters. Instead, another open-ended question, once again reiterating the effective alternative if you don't vote for Hillary = Trump as President. |
How will this voter be voting in the upcoming 2016 General Election?Voting early Voting by mail Election Day Already Voted If yes: Great! I know my friends and family will be proud that I voted for Hillary for President -- and I imagine yours will be proud when you vote too! (pause) | How will this voter be voting in the upcoming 2016 General Election?Voting early Voting by mail Election Day Already Voted If “voting for Hillary” (or similar): Great! My friends and family will be proud that I voted for Hillary for President -- and it sounds like yours will be proud when you vote too! (pause) | "I know" isn’t as bad as “I understand” above, but it’s pretty terrible.Instead I label a (likely) feeling of internal pride in the callee to reinforce their choice |
If no or uncommitted: It is an exciting race—and it’s going to be close. I know my friends and family will be proud when I cast my vote for Hillary for President -- and I imagine yours will be proud when you vote too! Your vote in this election will make a difference so it would be great if you could join us in voting to elect Hillary and beat Donald Trump. Can we count on you to vote? | If uncommitted: It sounds like you’re still undecided (pause). Given that the election is this Tuesday, what will help you decide whom to vote for? What will you do to help prevent Donald Trump being your next President? | I label the emotion of uncertainty again. It’s important that the callee feel that their uncertainty is valid and has been heard. I create a real a sense of urgency. After all, the election is Tuesday! I ask another open-ended, calibrated question to help the callee figure out a solution with me. I follow up with another open-ended question, once again reiterating the threat if you don't vote for Hillary. |
Do you know where your polling place is? I have your polling place listed as <ADDRESS>. Are you planning to walk or drive to your polling place? (pause) | I have your polling place listed as <ADDRESS>. How are you planning on getting to your polling place? (pause) | This is probably OK since the answer is likely to be “no” By asking these very specific questions, you’re not really letting the callee participate in creating the solution. As such, they are unlikely to “own it.” Getting “Yes” is nothing without getting a “How” as well. Instead, I ask another open-ended question that allows the callee to participate in the solution vs. feeling like they are being interrogated. |
Your polling location opens at 6 AM and you have to be in line to sign-in by 7 PM before the doors close. What time are you planning to arrive? (pause) Are you coming from home or work? Will it just be you or are you bringing family or friends? Getting there early is always a good idea. Can you make it a little earlier? (pause) | Your polling location opens at 6 AM and you have to be in line to sign-in by 7 PM before the doors close. What time are you planning to arrive? (pause) Where will you be coming from? Who will you be bringing with you? Getting there early is always a good idea. How early can you make it? (pause) | This is the first open ended question in the original script! Unfortunately, it’s quickly followed up with another leading “Yes” question Instead I ask some open ended questions, letting the callee fill-in the blanks. One of them (important) encourages the callee to bring friends without feeling like I’ve forced them to do so. |
Great! Bring an accepted form of ID when you vote. You can find more information about acceptable IDs at iwillvote.com (that’s I will vote DOT com). | ||
Thank you again for your commitment to vote for Hillary & Democrats up and down the ticket this year! We’ll see you at the polls on Tuesday, November 8th! | ||