Business Communication and NLP: Successful Drivers in Theory and Practice - Cristina Mihaela Zamfir

INTRODUCTION/ 9

PART I: DIFFERENCE DOES COUNT IN CHANGING THE BUSINESS ENVIRONMENT/ 11

CHAPTER 1: Generating Business Excellence with NLP / 13

1.1. Generating Business Excellence with NLP/13

1.1.1. Getting familiar with NLP is really user-friendly/ 13

1.1.2. One can accomplish more by using NLP/14

1.1.3. Reprogramming mind in order to achieve business success/17

1.2. Unblocking the Route to Success/ 21

1.2.1. Overcoming barriers that prevent you from being successful at work is really possible/ 21

1.2.2. Outcome – the most important measure for business success/25

1.3. Conclusions /29

CHAPTER 2: Communicating and Building Positive Working

Relationships/31

2.1. Building Paths to Making Choices/ 31

2.2. The NLP Foundations and Their Relation to Mastering Business

Communication (BC)/ 34

2.3. Unconsciously Used Filtering Systems/59

2.4. Conclusions/71

PART II: BUILDING RAPPORT AND DETECTING ’VAK’ THINKING PATTERNS FOR INFLUENCING BUSINESS RELATIONSHIPS/ 73

CHAPTER 3: Rapport as „chemistry” in Building Long-Standing

Work Relationships and Matching Language To Create Rapport /75

3.1. Recognizing, Achieving and Maintaining Rapport Easily /75

3.2. Matching Language To Create Rapport and Improve Communication/ 78

3.3. Metaphors Used To Communicate in The Business Environment/ 81

3.4. Creating Rapport through ’VAK’ Systems. Using Specific Words and Phrases / 91

3.5. Conclusions /97

CHAPTER 4: Pacing and Leading – The Engines of Strengthening

Rapport/99

4.1. Pacing Used To Strengthen Rapport /99

4.2. Leading Used To Influence, Maintain and Strengthen Rapport / 100

4.3. Conclusions /109

PART III: PINPOINTING PATTERNS OF GETTING TO KNOW YOURSELF AND OTHERS IN BUSINESS: METAPROGRAMS, SLEIGHT OF MOUTH AND FRAMES TECHNIQUES/111

CHAPTER 5: Metaprograms in Business English: Perceptual Filters on Communication/113

5.1. Unconscious Filters on Communication/113

5.2. Metaprograms and Job Implications/114

5.3. Conclusions/125

CHAPTER 6: Linguistic Frames in Business Communication/127

6.1. The Concept of Frame /127

6.2. Types of Framing Events in Business Interactions/ 127

6.3. Conclusions/ 132

CHAPTER 7: The Sleight of Mouth Technique/133

7.1. The Origins of The Sleight of Mouth Technique /133

7.2. A More Modern Perspective on the Sleight of Mouth Technique based on Alder’s SOM Model /135

7.3. Conclusions/ 137

PART IV: A HANDY SUMMARY OF BUSINESS APPLICATIONS THROUGH NLP PRINCIPLES AND TECHNIQUES/ 139

CHAPTER 8: Perceptual Positions: You...The Other Person’s Shoes... Fly on the Wall/ 141

8.1. Perceptual Positions Can Expand Our Level of Awareness /141

8.2. Business Applications and Functions/142

8.3. Conclusions /159

PART V: DEVELOPING BUSINESS COMMUNICATION SKILLS THROUGH EFFECTIVE APPLICATIONS/ 161

CHAPTER 9: Meetings/163

9.1. The Importance of the Meeting Process in Achieving Business Communication /163

9.2. Types of Meeting/164

9.3. The Meeting Specific Steps/ 165

9.4. Conclusions /168

CHAPTER 10: Negotiations/169

10.1. The Basic Steps of Effective Negotiation/170

10.2. The Specific Steps of the Negotiating Process/172

10.3. The Linguistic Characteristics of the Negotiation Process/179

10.4. Conclusions/183

CHAPTER 11: Presentations/185

11.1. The Presentation Process and the Abilities It Activates/ 185

11.2. The Essential Elements Appealing to any Presentation /186

11.3. The Presentation Specific Steps /190

11.4. The Linguistic Characteristics of the Presentation Process/191

11.5. The ’Sandwich’ Method/198

11.6. Conclusions/200

CHAPTER 12: Sales/203

12.1. Types of Relationships in the Selling Process /203

12.2. The Questioning Technique/204

12.3. The Linguistic Characteristics of the Sales Process/ 207

12.4. The Aikido Technique/209

12.5. The Use of Selling Idioms to Create a Magical Effect /213

12.6. Conclusions/ 215

INDEX/ 217

BIBLIOGRAPHY/ 223