Getting Help and Collaboration 1. Indirect This lesson looks at the challenges of influencing outcome over which we have no direct control – a common dilema for Customer-Facing Engineers. 2. The OAR Tool OAR is a simple tool that brings to mind several important principles for indirect influencing. It embodies the systemic approach … 3. The Systemic Approach Engineers and experts in general are good at solving complicated problems, for which an analytical method is important. However, some issues require an alternative approach … 4. Ok Communication To influence, one’s message must be well-received, but clients’ prefered communication styles vary widely. How do we achieve a match? 5. Communication Bugs Having understood how to recognise a client’s style, it is possible to anticipate, intercept and even remedy certain communication bugs. Self-Assessment Tool For use before, during or after working through other resources.