1. Principles of Communication
Chapter 10: Advanced Communication

2. SCOPE Chapter 9 Lecture and Discussion:
Maximising Influence and Rapport
Introduction to NLP
Applications of NLP
NLP Techniques
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3. Influence Leadership Qualities Respect Trust Inspiration Motivation
Rapport
Influence
Development
Achievement
Maximise the POTENTIAL:
Success
Empowerment
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4. Influence Create Positive Change
Influence can be defined as ‘the capacity to have an effect on the character, development, or behavior of someone or something’
Create Positive Change
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5. NLP Important tool to enable more effective influencing.
First described by Bandler and Grinder in 1970s.
Observations and interviews with successful leaders.
“What is that people do inside their
heads that makes them excellent?”
Modeling excellence in people,
understanding their strategy and
installing it in others.
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6. NLP Neuro Linguistic Programming
NLP assumes that people are inherently creative and capable.
Neuro
- neurological thought processes
Linguistic
- way our language reflects neurology
Programming
- learned behavioral strategies
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7. Where has NLP been used?
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8. NLP NLP places attention on: How ? instead of Why ? Useful instead of
Right or Wrong
Outcomes
instead of
Problems
Possibilities
instead of
Limitations
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9. Benefits of NLP By learning NLP you can:
Learn to control your own state of mind
Develop effortless communication skills
Overcome obstacles
Help others get the results that they want
Have more joy, success and happiness
Increase your skills and confidence
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10. Assumptions
How you communicate to yourself and others will affect your capabilities.
Most excellent communicators are people who know how to talk to themselves and others to get the results they want.
They have a number of assumptions in common.
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11. Assumptions If one person can do it, anyone else can learn to.
People already have all the resources they need.
There is no failure, only feedback.
The mind and body are part of the same system.
The map is not the territory.
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12. The map is not the territory
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13. Nothing is real! “Are you comfortable?” Take the words
WORDS=arbitrary labels for
parts of your personal history!
Some set of memories:
IMAGES
FEELINGS
SOUNDS
Access the meaning
Bring into consciousness
Parts of your experience
and NOT others
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14. Nothing is real!
The way our minds store and organize the parts of our experience and associate them with key or ‘trigger’ words is what NLP describes as ‘modeling’.
NLP describes how our mental models or maps are represented in our senses and language.
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15. Are you comfortable?
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16. Subjectivity visual (seeing) auditory (hearing) tactile (touching)
We experience the world ‘subjectively’ through our traditional senses:
visual (seeing)
auditory (hearing)
tactile (touching)
olfactory (smelling)
gustatory (tasting)
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17. Representational Systems
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18. Representational Systems
Most people have a Preferred Representational System
(PRS) which dominates.
If we can communicate in a way which appeals to the
preferred representational system of our receiver
(matching), we can achieve better communication and
gain more effective results.
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19. Identifying PRS ‘Access Cues’ allow us to identify the PRS.
For example:
direction of eye movements
posture
breathing
voice tone
sensory-based predicates
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20. Sensory-based Predicates
"I can see a bright future for myself", the words "see" and "bright" would be considered visual predicates
“I can feel that we will be comfortable.”
“I can feel that we will be comfortable.”
“I can hear what you’re saying and it sounds good to me.”
“I can hear what you’re saying and it sounds good to me.”
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21. Eye Access Cues
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22. 10.6 Rapport
Rapport is the state shared by two or more individuals whose behavior, thinking, and values come into alignment regardless of the “content” of their desired objections and outcomes.
When people have good rapport, their behavior and communication occurs on the same wavelength.
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23. Mirroring is the Essence of Rapport
Mirroring is also referred to as matching or pacing.
Synchronizing or matching of another person’s verbal and non-verbal behaviors which helps build feelings of empathy and trust.
These behaviors include body language, facial expressions, gestures, breathing, voice qualities, language, etc.
Sending or mirroring back similar signals produces unconscious feelings of affirmation. It makes us react unconsciously to feel as if “This person is like me and agrees with the way I am. I like this person because we are similar, and he/she likes me too.”
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24. Mirroring is the Essence of Rapport
As a listener, you can mirror a speaker in the following ways :
Facial expressions
Hand / arm gestures
Eye movements
Head movements / tilt
Spatial proximity
Leg crossing / shifting
Breathing rate and depth
Voice tempo
Tone
Inflection
Cadence
Volume
Hesitation / pauses
Verbal (sensory) imagery
Metaphors
Words, phrases, expressions, jargon  
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25. What is Reframing ?
helps people see things from a different perspective
changing the frame of an experience can have a major influence on how you perceive, interpret and react to an experience.
events can be turned any which way to make contextual meanings feel differently,
even though they are the same events.
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26. Examples of Re-framing
During the 1984 campaign for the US Presidency, there was a considerable concern about Ronald Reagan’s age (73).
Speaking during the Presidential debate with Walter Mondale (56), Reagan said “I will not make age an issue of this campaign. I am not going to exploit, for political purposes, my opponent’s youth and inexperience.”
Reagan’s age was not an issue for the remainder of the campaign!
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27. Examples of Re-framing
Thomas Watson Jr. was the second President of IBM.
In the early 1960’s, a young worker had made a mistake that lost IBM $1 million dollars in business.
She was called into Watson’s office and as she walked in said, “Well, I guess you have called me here to fire me.”
“Fire you?” Mr. Watson replied, “I just spent $1 million on your education!”
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28. Summary Leadership Qualities Benefits of NLP Subjectivity
Representational Systems
Rapport
Mirroring
Reframing
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29. BREAK!
Now, take a 30-minute break and then return to the class to work on your term paper focus.
Enjoy!
Take a break!
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30. Handout Review
You will now be given a handout with comprehension questions.
Use the book and the notes you’ve taken to answer the questions as best as possible.
You have 45-minutes to complete the handouts and return them to the instructor at the end of class.
Principles of Communication
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