Communicate with Clarity

Welcome to

“Communicate with Clarity”

with

Lindsay Taylor

22nd April 2015

Lindsay Taylor

Former PA/EA

Co-Director of Your Excellency specialising in training PAs & Admin Professionals worldwide

Member of Association for Coaching

Contributing author:Desk Demon – A-Z Pearls of Wisdom

Executive Secretary Magazinewearethecity.com – Wise Words Indeed

Believe fun learning makes for memorable learning

“Communicate with Clarity”

• Neuro Linguistic Programming (NLP) • It’s all about Rapport • Mind your language• Why saying “no” is an absolute “yes”

@Your_Excellency@BristolPANtwrk#BristolPAs

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. . . how you and others “tick”

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Linguistic

Programming

The history of NLP

Born in the 1970’s at the University of Santa Cruz in California

Developed by an information sciences student - Richard Bandler and a linguistics professor - John Grinder

What is the difference that makes the difference?

What is NLP?

“The art and science of personal excellence”

“The study of subjective experience”

“It’s what makes you and other people tick”

“A toolkit for personal and organisational change”

“Influencing others with integrity”

“Helping people make sense of their reality”

Pillars of NLP

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Presuppositions

Curiosity

It’s all about Rapport

Rap

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%7Words

Tone

Body Language

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Albert Mehrabian (b 1939)

Professor of Psychology

The relative importance of the key elements of rapport

“People like people who

are like themselves”

Mind Your Language

Visual

Auditory

Kinaesthetic

Mind Your Language - Predicates

Visual“I see what you mean”

“I get the picture”“Things are looking good”

“Show me what you mean”“We need to focus on this aspect”

“He has a bright future here”“I have an insight into this”

“This is how I look at this situation”“He uses colourful language”

Mind Your Language - Predicates

Auditory“I like the sound of that”

“I would like to listen to your ideas”“That struck a chord with me”

“I hear what you say”“He told me relevant ideas”

“That was pitched well”“We discussed the situation”

“I am getting into the rhythm of the job”

Mind Your Language - Predicates

Kinaesthetic“I like the feeling of that”

“I have a sense of what you mean”“He has got his finger on the pulse”

“Things are really moving now”“She’s a soft touch”

“He is hot on quality control”“I cannot get to grips with this”

“I am under pressure”“Give some shape to the strategy”

“If you talk to a man in a language he understands, that goes to his head. If you talk to him in his language, that goes to his heart.”

Nelson Mandela – Former President of South Africa

Exercise: Compose 2 sentences for the following scenarios

1. You need to spend some time with your manager to check through the diary fornext week - how will you ask him/her to spend some time reviewing with you?

2. You have met someone for the first time at this networking event –tell them about the benefits of PA networking!

3. Feedback to your colleagues about your learning so far during this session

Red Aliens: Assuming the person you are talking to is Visual

Blue & Yellow Aliens: Assuming they are Auditory

Green Aliens: Assuming they are Kinaesthetic

%7Words

Tone

Body Language

%38

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Albert Mehrabian (b 1939)

Professor of Psychology

The relative importance of the key elements of rapport

Why is saying “no” an absolute “yes” for the busy PA ?

1. Ensures your time is spent on the tasks that are adding the most value to your organisation

2. Sets expectations up front without letting someone down in the future

3. Maintains your brand as a professional, credible team member in your organisation

Assertive - Tone

• Timing of speech is concise, putting own view forward and allowing others to have their say

• Voice is relaxed, steady, firm

• Evenly paced breathing

• Place an emphasis on key words

• Eye contact is gentle, direct, relaxed & where possible at same eye level

• Posture is relaxed, upright, balanced

• Face the other person at a distance acceptable to them

• Body gestures are balanced and open

• Facial expression is open, pleasant, relaxed

Assertive – Body Language

Words – how to say “no”

1. The Closing No

“Thank you for asking me – I prefer not to”

2. The Postponing No

“Whilst I can’t do it now, I could help you later”

(Keep your promise)

Words – how to say “no”

3. The Problem Solving No

“I’m not in a position to help you, have you considered phoning technical support?”

Words – how to say “no”

4. The Negotiating No

“If I help you with x, then I’d need help from you on y. Is that okay?”

Words – how to say “no”

5. The Reprioritising No

“I’m happy to do this and in order to make it happen something else has got to give. What would you suggest?”

Words – how to say “no”

6. The Groundruling No

“I know I’ve helped you in the past and I’ll help you this time. However, from now on you’ll need to do this yourself/speak to technical support. Okay?”

Words – how to say “no”

“Communicate with Clarity”

• Neuro Linguistic Programming (NLP) • It’s all about Rapport • Mind your language• Why saying “no” is an absolute “yes”

Thank you for your contributions! All the very best putting your new

learning in to practice!

Questions ?

Please stay in touch!

[email protected]

@Your_Excellency@ Wisdom_Pearls

@BristolPANtwrk#BristolPAs

www.yourexcellency.co.uk