Communicate with Clarity - Bristol PA Network & Your Excellency; delivered by Lindsay Taylor on 22nd April 2015

1. Welcome to
“Communicate with Clarity”
with
Lindsay Taylor
22nd April 2015

2. 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 Magazine
wearethecity.com – Wise Words Indeed
Believe fun learning makes for memorable learning

3. “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

4. rogramming
inguistic
P
euro
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N

5. Curious ?

6. . . . how you and
others “tick”

7. Neuro

8. Sensory
Awareness
SensoryAwareness

9. 11 million!

10. 7 +2
-

11. Linguistic

12. Programming

13. 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?

14. 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”

15. Pillars of NLP
Rapport
OutcomeThinking
BehaviouralFlexibility
SensoryAwareness
Presuppositions
Curiosity

16. It’s all about Rapport
Rapport

17. %7Words
Tone
Body Language
%38
%55
%93
Albert Mehrabian (b 1939)
Professor of Psychology
The relative importance of the key elements of rapport

18. “People like people who
are like themselves”

19. Mind Your Language
Visual
Auditory
Kinaesthetic

20. 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”

21. 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”

22. 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”

23. “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

24. Exercise: Compose 2 sentences for the following scenarios
1. You need to spend some time with your manager to check through the diary for
next 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

25. %7Words
Tone
Body Language
%38
%55
%93
Albert Mehrabian (b 1939)
Professor of Psychology
The relative importance of the key elements of rapport

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

27. 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

28. 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

29. • 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

30. Words – how to say “no”
1. The Closing No
“Thank you for asking me – I prefer not to”

31. 2. The Postponing No
“Whilst I can’t do it now, I could help you later”
(Keep your promise)
Words – how to say “no”

32. 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”

33. 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”

34. 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”

35. 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”

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

37. Thank you for your contributions!
All the very best putting your new
learning in to practice!

38. Questions ?

39. Please stay in touch!
lindsay@yourexcellency.co.uk
@Your_Excellency
@ Wisdom_Pearls
@BristolPANtwrk
#BristolPAs
www.yourexcellency.co.uk