Develop Your NLP Skills | Paperback

Released on 03 May 2006

Author: Andrew Bradbury | Format: Paperback

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euro-Linguistic Programming (NLP) uses a wide range of methods and models to explain how people think and behave. NLP offers a flexible approach which can quickly bring about positive change in individuals and organisations. NLP is the study of excellence, and "Develop your NLP Skills" empowers readers to understand and reproduce successes. It provides a means to bring out the best in yourself and others by embracing the values, attitudes and principles displayed by high performers. This completely revised and updated third edition will help anyone to become more successful at work through setting effective goals, building quality relationships with colleagues and business associates, replacing conflict with co-operation and managing mental activities for greater self-control. Invaluable to anyone interested in becoming more effective at work or at home, "Develop your NLP Skills" enables readers to grasp the basic concepts and provides practical guidance on using NLP techniques to achieve business excellence. Especially useful for business managers who want to use this tried and tested method to enhance their team's performance.Chapter 8: Follow the Leader, Walk This Way - as long as you are interacting with another person, whether individually or in a group, you will be either pacing or leading that other person; Pacing - behaving in a way that is similar to the other person's behaviour; and Leading - behaving in a way that is quite unlike the other person's behaviour. 'Are you shouting at me?' - This technique can often involve the use of seemingly quite bizarre behaviour. Imagine, for example, that you are dealing with a complaining customer, face to face or over the phone. The customer is already angry, and after a sentence or two she starts shouting at you. What do you do? You keep calm, talk to her in a respectful, hushed tone and generally try to quieten her down, right? Wrong! What you have done is completely mismatch the customer's voice and body language. Far from validating her hurt feelings, you are implying that there is nothing to get upset about! If there was the least hint of rapport between you to start with, you've almost certainly killed it stone dead. What, then, should you do? You should pace then lead.Match the tone, but not the content of what she is saying, then slowly lead her down to a state in which you can work together to resolve the grievance. For example: Customer (loudly): Do you see the state this dress is in? I've only worn it twice and it's coming apart. What are you going to do about it? I demand my money back. I wouldn't shop here again if you were the last store in town! You (matching the tone and part of the body language): (Pacing) I certainly do see what you mean about the dress, and I'm not surprised that you're upset. I'm upset! We have a policy in the store of only selling the very best quality clothes. And that garment clearly doesn't meet our standards! (Slowly calming down - leading) You certainly do have grounds for complaint. And that's not the way we want one of our customers to feel when they come to our store. (Calmer still) So, I want to do whatever I can to put this right. Because, I want you to look on this store as somewhere you can depend on for high quality products. At this point, you should be able to help the customer to reach a mutually acceptable solution.If the process doesn't work first time - and it may not, if the other person is sufficiently upset - simply pace and lead, pace and lead until they do start to calm down. Checkpoint actions are: watch how pacing and leading occur in workplace interactions......

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AuthorAndrew Bradbury
PublisherKogan Page Ltd (UK)
Year2006
ISBN9780749445584
Formatpaperback - 160 Pages
IllustrationsIllustrations