change your business with nlp: powerful tools to improve your organisation's performance and...
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Powerful Tools to Improve Your Organisation’s Performance and Get Results Lindsey Agness
Transform the way your business works. Neuro-Linguistic Programming (NLP) techniques can be applied to all business challenges. As a leader or manager in either the public or private sectors, whatever your industry or size of organisation, you can use NLP to improve your business by changing the mindsets of everyone you work with. When tailored for practical business application, NLP can help you to identify and deliver efficiencies, hold onto clients in the midst of increasing competition, improve morale and increase organisational performance and results.
Change Your Business With NLP is the first genuinely practical guide for managers, showing how to use NLP techniques to overcome specific business problems. You will learn how to:
• Improveyourresultsasaleader• Buildanexceptionalteam• Managechangemoreeffectively• Changeyourorganisation’sculture• Createmoreeffectiveclientandcustomerrelationships• Transformyourpresentationskills• Increasetheoverallperformanceofyourbusiness
BestsellingauthorLindseyAgness,aninternationalchangemanagementconsultantandcertifiedtrainer of NLP, uses step-by-step techniques and a broad range of case studies to show you that NLP can deliver measurable results in business.
Change Your Business With NLP
“In 1997 Lindsey attended my NLP Practitioner Certification, 13 years later she is a member of my NLP Master Trainer Programme. The highest level of certification in the field! This stands testimony to her relentless development of herself. I believe NLP is one of the absolute best tools for creating business success available today. And Change Your Business With NLP is one of the best books to give you the tools to make it really happen for you.”
David Shephard, Certified Master Trainer of NLP, Founder of The Performance Partnership and President of The American Board of NLP.
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sampler on your blog or website, or email it to anyone you think would enjoy it!
ExtractedfromChangeYourBusinessWithNLPpublishedin2010byCapstonePublishingLimited (aWileyCompany),TheAtrium,SouthernGate,Chichester,WestSussex,PO198SQ.UK.
Phone+44(0)1243779777
Copyright©2010LindseyAgness
All Rights Reserved. No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means,electronic,mechanical,photocopying,recording,scanningorotherwise,exceptunderthetermsoftheCopyright,DesignsandPatentsAct1988orunderthetermsofalicenceissuedbytheCopyrightLicensingAgency,90TottenhamCourtRoad,London,W1T4LP,UK,withoutthepermissioninwritingofthePublisher.RequeststothePublishershouldbeaddressedtothePermissions
Department,JohnWiley&SonsLtd,TheAtrium,SouthernGate,Chichester,WestSussex,PO198SQ,England,or emailed to permreq@wiley.co.uk.
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About Lindsey AgnessTable of Contents Introduction – Why is NLP important to business?
Part One: TransformingLeaderswithNLP BuildingStrategiesforSuccess DevelopingaMindsetforSuccess RoleModellingforSuccess
Part Two: TransformingTeamswithNLP ConstructingHighPerformingTeams EncouragingCreativity HavingCourageousConversations
Part Three:TransformingOrganizationswithNLP ManagingChange ChangingtheRulesoftheGame DevelopingGlobalOrganizations
Part Four: TransformingClientRelationshipswithNLP InfluencingwithIntegrityExceeding expectations
LindseyAgnessisheadofTheChangeCorporationwww.thechangecorporation.com, www.lindseyagness.com, running courses and seminars for companies andindividuals.Beforesettinguphercompanyshewas a corporate change management consultant at one of the top global firms – meaning she can bridge both the business and personal development market. SheisoneofthefirstfemaleNLPmastersandisawarm and compelling speaker who has recently at the VitalityShow,Fabat50ShowandSuccessUniversity. LindseywasaFinalistintheEntrepreneuroftheYearAwardin2007&2008.
Are you Ready?
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Introduction: Why is NLP important for business?Themostimportantquestionyoushouldaskyourselfasyouconsiderreadingthisbookis‘AmIgettingtheresultsthatIwantinbusiness?’Asyouconsiderthatquestion,noticewhatcomesintoyourmind.Forexample,doyouwanttoimproveyourownresultsasaleader,buildanexceptionalteam,changetherulesofthegameorcultureofyourorganisationortransformyourcustomerrelationships?Maybeyouwouldbenefitfromdevelopingyourskillsinalloftheseareas.Ifyoufoundyourselfanswering‘yes’toanyofthesequestionsthenIguaranteethatyouwillgetimmensevaluefromthisbook.
Inatoughmarket,Neuro-LinguisticProgramming(NLP)techniquescanbeappliedtothechallengesthattoday’sleadersface–identifyinganddeliveringefficiencies,holdingontoclientsinthemidstofincreasedcompetition, improvting morale and increasing organisational performance. NLP changes mindsets, focusing and motivating you into a positive state of self-belief, thereby empowering you to face your challenges head-on and transforming the business you are in.
TheessentialaimofthisbookistointroduceyoutospecificNLPtoolsandtechniquesinthecontextofrealbusinessissuesandtoshowyouhowtoapplythemthroughaseriesofpragmaticexercises,casestudiesandevaluations.IwilldemonstratethroughtheevidencebaseofthecasestudiesthatNLPdoesindeeddeliver measurable results to business.
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Who is this book for?Myownfieldofresearchandapplicationis‘PeopleDevelopment’inbusiness.Primarily,therefore, this book is for:
• Middletoseniorleadersinbusiness(includingthosewhoaspiretothesepositions)whohavethe authorityandinfluencetomakechangesusingNLPtoolsandtechniquesandwhowanttomakea measurable difference to their organisations
• PeopledevelopmentorHRprofessionalsincludingconsultants,trainersandcoacheswhowantan understanding of how to use NLP to create improved results for their clients
• NLPpractitioners(bypractitionersImeananyonequalifiedinNLP)whowantideasand recommendations about how they can apply the tools they have learned in business
• PotentialbuyersofNLPwhowishtounderstandmoreaboutitsapplicationandevidencebeforethey invest time and money in NLP-based services.
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Thisbookisdesignedtodeliverbetterresultsinanytypeofbusinessfromglobalcorporationtopublicsectororganisation.Ifyouworkinthepublicorcharitablesectorsyoumayfindthelabelof‘business’unfamiliar.ThedefinitionIdiscoveredfromWikipediadescribedabusinessasa:
‘legally recognised organisation designed to provide goods and/or services to customers. Most are privately owned and formed to earn profi t that will increase the wealth of its owners and grow the business itself. Businesses canalso include cooperative enterprises, not-for-profit or be state-owned’
SowhenIusetheterm‘business’Iuseitinitswidestsense.IknowfrompersonalexperiencethatNLPtoolsand techniques work equally well across this whole spectrum of organisations.
Thebookisdesignedasajourneyofdiscoverywhereyou,thereader,willlearnthroughpracticalapplicationoftheexercises.ForyoutogetmaximumvaluefromtheexperienceIurgeyoutoapplyeachexercisetoyourown personal situation, whether you are already a leader, an aspiring leader, a people development specialist, NLP practitioner or potential buyer of NLP services.
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Where are you and your business now?Anychangeprocessshouldstartwithreflectiononwhereyouarenow.It’sratherlikeputtingastakeinthegroundwhichyoucometoattheendofthejourneytodiscoverhowfaryouhavetravelled.IlearnedthiswhenIworkedasachangemanagementconsultantforoneofthetopglobalconsultingfirms.Iwastaughttoalwaysstartaprojectwiththeendinmind.Itwasimportanttoworkwithourcustomerstodefinetheoutcomesandassociatedbusinessbenefitstheywouldgainfromworkingontheprojectwithus.Theyunderstandably wanted measurable results from our work and so it became essential to set a baseline of wheretheywereatthestartoftheprojecttomakeiteasiertomeasuretheirsuccessattheend.Iviewthisbookasachangeproject,inthatitisdesignedtotransformyouandyourbusiness.Therefore,it’simportanttoknowwhereyouareatthestartofthisjourney.Withthatinmind,Iinviteyoutocompletethefollowingquizofdiscovery.Thequizfollowsthestructureofthebookandisrelativelylight-heartedsopleasebehonest with your answers.
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Exercise 1: The Business Discovery QuizPart I: Transforming Leaders with NLP
1. Do you have compelling goals for your future?
a. Absolutely
b.Yes,andyou’renotthatcommittedtothem
c.No,youjustgowiththeflow
2. When something isn’t working do you:
a.Dowhateverittakestosortitout
b.Keepyourfingerscrossedthatitwillgoaway
c.Keepyourheaddownandblameothers
3. When you get feedback about your leadership skills do your staff say:
a.Theyaretotallyinspiredbyworkingwithyou
b.Theypointoutanumberofareaswhereyoucouldimprove
c.Theyfeellostanddirectionless
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Part II: Transforming Teams with NLP
4. What makes a world-class team?
a.Sharedvisionandvalues
b.Focusonthecustomer
c.Makingthenumbersnomatterwhat
5. How do you encourage creativity in your team?
a.Bysettingspecifictimeasideasateamtogeneratenewideas
b.Bylisteningtoteammemberswhentheycomeupwithideas
c. We are fighting too many fires each day to be creative
6. When was the last time you had a courageous conversation with a team member?
a.Inthelastmonth
b.Inthelast6months
c.Can’tremember
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Part III: Transforming Organisations with NLP
7. What’s most important when starting an organisational change project?
a.Clearbusinesscasewithdefinedbenefits
b.Supportfortheproject
c.Keepingeveryonehappy
8. How do you successfully implement a culture change?
a.Changetherewardsystem
b.Crankupthecommunications
c.Letthe‘oldguard’managetheprocesstokeepthepeace
9. What’s the biggest challenge of a remote team?
a. Poor communication
b.In-fighting
c.Time-wasters
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Part IV: Transforming Client Relationships with NLP
10. What’s most important for long-term client relationships?
a.Excellentrapport
b.Goodproducts
c.Expenseaccount
11. What’s the best tip for a new presenter?
a.Justbethemselves
b.Advisethemtousepowerpointslidessotheydon’tgetlost
c.Haveascripttheycanreadtoensuretheycovereverything
12. How would your clients describe your business?
a.Consistentlyexceedsexpectations
b.Consistentlymeetsexpectations
c.Consistentlyfailstomeetexpectations
Now,addupthenumberofAs,BsandCsyouhavescored,andfindoutwhatyourchoices
suggest about you.
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Mostly As.Congratulations!Youmadesomeexcellentchoicesthatdemonstratethatyou
and your business are already moving in the direction of the Brilliant Zone.I’llshowyouhow
you can both become world class.
Mostly Bs.Notbadbutyouandyourbusinessarebecomingcomplacentandthere’s
adangeryou’llgetstuckintheGrey Zone.It’stimetotakeactionandI’llhelpyoudevelop
some ideas to do just that.
Mostly Cs. Goodjobyoupickedupthisbookasyouarelikeashipwithoutarudder–directionless and making poor choices which will prevent you from steering a more successful
course.Getreadyforaroughrideasyoufaceuptothechangesyouneedtomaketomove
out of the Awful Zone.I’llshowyouhow.
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What is NLP?ForthoseofyouwhoarewonderingwhatNLPisallabout,now’syourchancetofindoutmore
andtounderstandwhyI’vechosenitasthetechnologyofchangeusedinthisbook.
NLP,orNeuro-LinguisticProgramming,hasprovedachallengetodefineneatly.Toseyand
Mathisondescribeitas‘akindofreverseengineering,appliedtohumancapabilities’.
That’sbecauseintheearly1970s,alinguist,JohnGrinder,andamathematician,Richard
Bandler,studiedindividualswhowereexcellentcommunicatorsandtechniciansofchange.
Theystartedbyaskingaquestion:‘Whatmakesthedifferencebetweenworld-classand
mediocreperformance?’Theyobservedmanyworld-classperformers,includingfamous
psychotherapists, and discovered the beliefs, mindset and strategies which delivered their
success.Theyexploredbothpersonalandprofessionalchangeworktodiscovertoolsand
techniques that deliver fast and sustainable results.
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Asaresult,theyformalisedtheirchangetechniquesunderthename‘Neuro-Linguistic
Programming’,knownasNLP,tosymbolisetherelationshipbetweenthebrain,languageand
thebodyandtheresultsthatcanbeachieved.ToseyandMathisonmadethepointthat:
‘NLP does not invent these patterns; it identifies them, strips them down to their essentials, sometimes refining and re-packaging them and makes them available for others to learn . . . it is a way of coding and reproducing excellence that enables you to consistently achieve the results that you want.’
NLPisveryeclecticinthatitdrawsfrommanydiversefieldsofpractice.Inhisbook,Whispering
intheWind,GrinderdescribedNLPashaving:
‘. . . spread like wild-fi re throughout the world . . . It [NLP] works across cultures, generations, age groups and fi elds of application. There are now hundreds of thousands of people in the world whose lives have been profoundly and positively impacted by the application of this patterning called NLP.’
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Whyhasitbeensosuccessful?Unlikeotherapproachesthattellyouwhatyouneedtodo,
NLPisahowtotechnology.Ittellsandshowsyouhowtobetheleaderyouwanttobe,have
the business success you want to have and spend your time doing the things you really want
todo.Formostpeoplethingshappenandtheyreactunconsciouslyoutoftheirawareness.
NLPoffersabetterway.Itgivesyouthetoolstoreactdifferentlybychoice,tobemoreaware
of your thoughts, feelings and behaviour. You are then ready to take responsibility for your
results in all areas of your life, not only your business life.
Let’slookateachelementofNLPinturnandI’llexplainwhatit’sallabout.
NeuroNeuro is all about what we think – or our thoughts.
Neuromeans‘whatgoesoninsideourheads’.Wehaveover60,000thoughtsaday.These
form our internal world of pictures, sounds and feelings.
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Itistheseconversations,dialoguesorargumentswehavewithourselvesinourthinking
processthatdrivehowwefeel,ourmoodandultimatelyhowwerespondtoevents.InNLP
terms these are called our internal representations.Forexample,ifyouhaveanimportant
meeting with your boss coming up and you think about it going badly, this in turn is likely to
makeyoufeelbad.Guesswhat?Withthosecircumstances,you’relikelytocreateexactlywhat
youarethinkingaboutinsideyourhead.Ontheotherhand,youcanfocusonthemeeting
goingwellandfeelingveryexcitedaboutit.Guesswhat?You’remuchmorelikelytocreateit
goingwellforyourself.Tobeclearabouttheimportanceofthis,yourthoughtsandtheway
you feel will impact directly on the success of the meeting.
ThecriticalpointtorealiseisthatwecancontrolourthoughtsandIwillshowyouhow.
LinguisticLinguistic is all about what we say, both verbally and nonverbally. Language determines how
wecommunicatewithotherpeopleandourselves.Itishowwelabelourexperiencesand
much more. Empowering language generates empowered behaviour. Likewise, negative
language limits our choices.
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Itisestimatedthat93%ofcommunicationisnon-verbal.Thismeanshowyousaywhat
you say (intonation, volume, speed, etc.) carries five times more information than the words
spoken.Andhowyouuseyourbody(gestures,facialexpressions,posture)isevenmore
influential.Asourthoughtsandfeelingsliterally‘leak’outofusthroughourbodies,consider
whatyourssayaboutyou?Forexample,whenyouaregettingreadyforanimportantmeeting,
areyoufocusedongettingtheresultyouwantordoyouletyouranxietiesgetthebetterof
you?Doesyourphysiologyinthatsituationportraynervousnessandconcernorsomeonewho
hasconfidenceandknowswhattheywant?
ProgrammingProgramming is all about what we do.
Weareallrunningprogrammesinourminds,allofthetime.Theseprogrammesdrivetheway
webehave,ourperformanceand,ultimately,ourresults.Forexample,inyourcareer,maybe
younoticethesamechallengeskeepshowingup?Perhapsyoualwaysencounteradifficult
bossormaybeyouexperienceconflictineveryteamthatyoumanage?Inthesesituations,
the only common denominator is you!Theseprogrammesrunatanunconsciouslevelinthe
nervous system which is why they are difficult to change.
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NLPhelpstoidentifythesenegativeprogrammesandtochangethemsotheseexperiencesno
longershowupinyourlife.Asyouthinkaboutitnow,doyouhaveanyscenarioslikethis?To
bring it altogether, NLP symbolises the relationship between the brain, language and the body.
Itdescribeshowwhatwesay,thinkanddointerplayandaffectourbodyandourbehaviour
andourresults.AsSueKnightexplainsinherbook,NLP at Work,‘It’sthedifferencethat
makesthedifferenceinbusiness’.
How NLP is used in this bookWhenIfirstdiscoveredNLPin1997,Iexperienceditasthemostresults-focusedtechnology
Ihadevercomeacross(andI’dcomeacrossafewhavingbeenaconsultantformanyyears!).
NLPisallaboutconsistentlong-termresultsthatcanbeachievedfast.Inthisbookyouwill
learn how to use NLP to:
•Developa‘winningstateofmind’
•Daretobedifferent!
•Improveyourleadershipskillstoinspireandmotivateothers
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•Buildahighperformingteam
•Motivateandengagewithstaff
•Createinnovativesolutionstochallenges
•Havecourageousconversations
•Managebenefits-drivenchangeprogrammes
•Understandthe‘rulesofthegame’tochangeculture
•Utiliseworld-classcommunicationskills
•Quicklybuildstrongrapportandsolidbusinessrelationships
•Learnhowtodifferentiateyourselfwithyourclients
•Becomearelaxedandexcellentpresenter
•Consistentlyexceedexpectations
WhatdoesNLPmeanforyourbusiness?Positiveresultswillbeimmediatelyrecognised
through increased motivation, confidence and skills. Longer-term benefits include elevated
performance and productivity, higher morale and motivation, reduced turnover, lower
absenteeism and a higher return on investment.
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What’s different about this book?WhenIwasresearchingNLPbooksforbusiness,Imadeaninterestingdiscovery.There
seemedtobeveryfew–ifany–‘howto’booksthatshowedthereaderhowspecificallyto
utiliseNLPtoolsandtechniquesinapragmaticwayinbusiness.Manyofthebooksseemed
to over-complicate the subject, making it inaccessible to most business people coming to
NLP for the fi rst time. Also, many started from the perspective of the NLP techniques, for
example‘anchoringorrapporttechniques’,withoutclearlyshowinghowthesecouldbeused
in different business situations.
ThisbookisdifferentbecauseitturnsthetraditionalNLPbusinessbookonitsheadandasks
howNLPcanhelpsolvebusinesschallengesintoday’senvironment.Forexample,itshows
how to use NLP tools and techniques to build a highperforming team and develop long-term
customerrelationships.ItalsooffersarangeofcasestudiesthatdemonstratehowNLPhas
beenusedandthemeasurablebenefitsofdoingso.Finally,therearecloseto50pragmatic
exercisesrunningasacommonthemethroughoutthebook.Theyprovideyouwiththe
opportunitytopractiseyournewskillsasyoulearnaboutthesubjectmatter.It’sbeenproven
thatknowledgealonedoesnoteasilyembedinthenervoussystemtochangebehaviour.By
practising these techniques you integrate the learning for yourself and prove to yourself that
you can do it, thereby creating new beliefs about your own competency levels.
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Theexercisesareanessentialcomponentofthisbook.Iencourageyoutocompletethemas
fullyaspossibleastheywillliterallytakeyourperformancetothenextlevel.Youcancomplete
them in this book or, if you prefer, copy them into a personal journal.
Ifindthattherearethreewaysthatpeoplelearn.Firstly,youmayfindyourselfenjoyingthe
learningandusingtheexercisestomakenewdiscoveriesaboutyourself.Yourelishevery
opportunitytoimproveyourselfandyourbusiness.That’sthebestwaytoexperiencethis
process.Secondly,youmayfeelsomeresistancetowhatyouarelearningasitchallenges
the way you have always gone about things. When you feel resistance you know that you are
onthevergeoflearningsomethingimportant.It’sevenmoreimportantinthesemomentsto
stickwiththeprocessandtheexercisesandnotskipontothenextsection.Itwillbeinoneof
thesespecificmomentsthatyoudiscoverthemostimportantmessageforyourself.Thirdly,
youmayevenfeelsomepainwhenyourealisehow‘stuck’youmayhavebecomeinthe‘old’
methodsyouhavebeenusingatworkandwithyourself.Inthesemoments,it’smostimportant
ofalltokeepgoing.Thesearethe‘momentsoftruth’foryou,momentswhenyoucanmakea
decisionaboutchangingthewayyoudothingspermanently.Iamheretoassistyouthrough
these moments, to help you understand the new choices you have been given and how best to
use them.
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Who am I?IhavebeenusingNLPinmycorporateworksincethelate1990s.Iqualifiedasatrainerof
NLPin2000andworkedasachangemanagementconsultantwithaglobalconsultinghouse
between1994and2005.PriortothatIworkedasaseniormanagerinlocalgovernment.In
2005,Isetupmyownbusiness,TheChangeCorporation,whichfocusesontransformational
changetohelpbothindividualsandbusinessesachievetheirfullpotential.Thefocusison
three key areas:
•Corporate:workingwithcompaniestodevelopleadersandtodeliverbenefitsfromlarge-
scale change programmes
•Public:runningNLPprogrammestoassistindividualscreatepermanentchangeintheirlives
•Coaching:offeringexecutiveandBreakThroughcoachingsessionstoachievesustainable
results in others.
TheChangeCorporationrecentlyreachedthefinalsinthe‘KentNewBusinessoftheYear
Award’andIwasafinalisttwicefor‘EntrepreneuroftheYearAward’.Believingthatit’s
nevertoolatetodevelopmyself,Istartedtowriteinmymid-40sandmyfirstbook,Change
Your Life with NLP,wasinthetop20ofallbest-sellingself-helpbooksintheUKin2009
(The Bookseller, 2009).
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ItellyouthisasIbelieveIamwellqualifiedtoworkwithyouonthesubjectofbusiness
change.IhaveusedNLPexplicitlywithmycorporateclientssincethelate1990s.Because
ofmybackgroundasaconsultantandentrepreneur,I’mfortunateenoughtohaveworkedin
manylargebusinesses,inboththeprivateandpublicsectors.I’velearnedwhatmakesthe
differenceandInowwanttosharethatwithyou.
Thisbookcontainsarangeofcasestudies,showinghowNLPcanbeusedatwork.Thecase
studies drill down into specific detail about how it can be used in business and the types of
measurablebenefitsthatcanbeachieved.OneofthecriticismsoftenmadeofNLPthatitis
over-soldandunder-tested.ThisbookprovidesimportantevidencetothechallengersofNLP.
How this book worksI’veputtogetherafour-partmodelforthisbookthatfocusesonthekeyareasforchangein
today’sclimate.Inthistoughmarket,eachofthefourpartsisfullofNLPtechniquesthatcan
be applied to the challenges that you face today – leading with enthusiasm, increasing team
performance, changing culture, and holding on to clients in the face of fierce competition.
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The four–part modelThisbooklooksthroughthelensateachof
thesefourthemesandthenasks,‘Howcan
NLP be used to achieve world-class success
ineach?’It’saverypragmaticapproach
that builds from the individual as a leader, to
managing high-performing teams, to running
an organisation and fi nishes with delivering
world-class customer service. You can
pickandmixwhatyouneedforyourown
personal development or choose to work
step by step through all the four stages of
success.
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Use of NLPNLPwasoncedefinedtomeasanAttitudeofMind,aMethodology,andaseriesof
Techniques.InthisbookI’veselected33coreelementsfromNLPandutilisedthemacrossthe
chapters.SomeofthemmightbedescribedasanAttitudeofMind,someaMethodologyand
othersTechniques.I’mnotgoingtogethunguponwhichelementfitsintowhichcategory.
Whatisimportantisthat,tomaximiseyourlearning,I’veincludedasmanycoreelementsof
NLPasIcan.I’vedrawntheseelementsfromboththePractitionerandMasterPractitioner
curriculumsoinmanywaysthisbookgivesyouanexcellentinsightintothemethodology,
toolsandtechniquesthatyouwouldstudyifyouweretotaketheNLPPractitionerandMaster
PractitionerCertifications.
IshowinAppendix1ontheNLPgridasummaryofalltheNLPelementsusedinthisbook
andwheretheyfeature.It’simportanttorealisethattheseelementsarenotexclusivetothe
subjectswheretheyhavebeenused.Forexample,althoughI’vefeatured‘GoalSetting’in
Chapter1‘StrategiesforSuccess’,theadviceandtechniquescouldalsobeappliedina
numberofchapterssuchasChapter4,‘ConstructingHighperformingTeams’,andsoon.
I’vemadeachoicetofeatureeachelementonlyoncetoavoidduplicationandhavegiven
suggestions about where else you might utilise that new area of knowledge and skills.
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Let’s get startedNowI’veexplainedthebackgroundbehindthebookandwhatitwilldo,it’stimeforyouto
takethefirststeponyourjourney.Imagineturningtheclockforwardtwoyears.Youarea
successfulleaderinyourbusiness.Whatdoyouseeyourselfwearing?Whatdoyouhear
yourselfsaying?And,mostimportantly,whatdoesitfeelliketobethatsuccessful?Others
ask to model you to discover how it is possible to get the results that you do. Your staff are
creative, open and coach each other to achieve world-class results. And in your industry
your teams are recognised as the ones to emulate and have won numerous awards. Your
organisation culture is aligned to your business strategy and supports the delivery of world-
classresults.Finally,yourcustomerspraiseyouforcontinuallyexceedingtheirexpectationsin
the quality of service that you provide and your client churn rate is the lowest in the industry.
Whatifthatwasadescriptionofyouandyourbusiness?
Ihaveaquestionforyou:
‘Areyoupreparedtostepuptowhatyoureallycanachieveinyourbusiness?Tobetheleader
youdeservetobewhateverittakes?’
Ifso,readon...
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