To influence people, to change what they say or do, you must first understand the experiences that shaped their thinking.
Their practical contact with and observations of facts or events drives their thinking.
What they think drives their emotions.
What they feel drives their action and conduct.
To make effective change, you have to give people new facts or information and ask good questions that make them think. You also have to invite them to participate in the change/improvement; include them in action planning – building, implementing, and evaluating.
