QUESTION: Our company specializes in locating and trading antique furnishings and ornaments for collectors. Our business has been growing so rapidly in this niche market that we are thinking of creating a Web site and establishing an Internet presence.

        As the director of business development, I've looked into several software packages that will help centralize all the accounting and sales processes for this new transition. The only problem is that my recommendations have met with some fierce opposition from our brokers.

        They are essentially our sales people who help clients locate and purchase antiques. Most of them are experts in this field, having appraised and dealt with antiques for more than 30 years. They seldom use computers in their work and instead rely heavily on paper records during their interactions with clients. As a result, they are extremely reluctant to adapt to this technology, which I think is vital to our company's future. Can you please suggest ways I can persuade my brokers?

        ANSWER: The only way to get the best of any argument is to avoid it. Avoid playing the blame game and refrain from any criticisms and complaints during your discussions with your brokers. Never say, “You're wrong.” Try the following tips to help you bring your colleagues to your way of thinking.

        1) Show respect for the other person's opinion.

        Introducing new software in your company is a major transformation. Involve your brokers, not just senior management, in the decision process, as this new technology will greatly affect their work as well. Organize staff meetings to discuss your proposal. Begin in a friendly way and encourage your brokers to voice their concerns and opinions. Listen carefully, as they may bring up issues that you have not previously considered.

        2) Be sympathetic to their ideas and desires.

        Review your current sales process with your brokers and inquire about improvements they would like made. Once you have a sense of the needs and wants of your team, you can better search for a software package that caters to their requirements.

        3) Try honestly to see things from the other person's point of view.

        Try to uncover the source of your brokers' reluctance and resistance to new technology. Perhaps, they have no experience with computers and are extremely uncomfortable using them. If so, it may be a good idea to train your brokers in software basics and expose them to the benefits of technology. In addition, you can also begin to search for software that is more user-friendly. Another possibility to consider is that your brokers may fear that this new technology may eventually replace them. Ensure them that this software serves only to help them maintain accurate sales records and customer satisfaction. In addition, the software can also reduce paperwork, allowing your brokers to focus more on fulfilling client requests and scouting for antiques.

        4) Dramatize your ideas.

        Explaining the benefits of technology can be difficult at times. Why not conduct a brief demonstration and help resolve any confusion and questions? Concentrate on specific features, which you feel are important and relevant to your brokers. Maybe you can show them how inputting and backing up their client information into one centralized database can safeguard against theft or fire. Demonstrate that they do not require tremendous computer expertise to operate the software. Seeing something visually always helps to achieve a better understanding

       Michael Crom is executive vice president, Dale Carnegie Training. For advice on work issues, visit www.dalecarnegie.com or e-mail carnegiecoach@dalecarnegie.com.

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