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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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Please feel free to post this Change Your Business with NLP

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.

27

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...

is available from all good bookshops and online at