Change Management Excellence E-Book

Martin Roberts PhD

• Herausgeber: Crown House Publishing
• Kategorie: Fachliteratur
• Sprache: Englisch

Veröffentlichungsjahr: 2004

Beschreibung

Working with top British and American companies for over thirty years, Martin Roberts has developed an enviable reputation for solving problems. He attributes this success to his ability to adapt and apply NLP, Behavioural Modification, Gestalt therapy and Transactional Analysis techniques from the field of organisational psychology. This book is about achieving excellent change management using a variety of techniques and contains many new concepts and applications for consultants, would-be consultants and everyone involved in change in a business setting. It also provides an intriguing insight into why many fashionable 'cook-book approaches' to change run into problems - and how to avoid repeating them.

Leseprobe

ChangeManagement ExcellencePutting NLP to Work

Revised Edition

Martin Roberts PhD

Dedication

To my dear wife Glenys for the support she has given me on my road of personal exploration and the help and encouragement that she has given me to get me to write this book. Her editorial assistance has been invaluable particularly in the checking of the manuscript for sense, style, diction and sentence structure.

Table Of Contents

Title Page

Dedication

List Of Figures

Acknowledgments

Preface to the Revised Edition

Foreword

Introduction

Part One Introducing NLP And Modern Developments In Change Management

Chapter One Background

Part Two Developing Excellence In Communication And Understanding How Other People Tick

Overview

Chapter Two The Important Role Of Rapport In Communication

Chapter Three Developing Precision In The Language We Use

Chapter Four Bringing It All Together

Part Three Developing Excellence In Change Management

Overview

Chapter Five Thinking And Understanding With Greater Precision

Chapter Six Understanding The Causes Of Failure

Chapter Seven Preparation In Advance of Choosing A Change Mechanism

Chapter Eight Choosing The Problem Solution

Chapter Nine Resolving Conflict And Aligning Attitudes And Beliefs

Part Four Understanding The Function Of Time In Planning Change

Overview

Chapter Ten Using Time Functions In Strategic Applications

Part Five Understanding Modelling and Modelling NLP-style

Chapter Eleven Modelling

Part Six A Short Consideration Of Popular Packaged Solutions

Overview

Chapter Twelve Packaged Solutions

Appendices

Appendix One The New And Updated Meta-model

Appendix Two Dr Mayon-White’s Change Management Strategy

Appendix Three NLP Resources And Contact Points

Appendix Four About The Author

Bibliography

Glossary Of Terms

Index

Other work By the Same Author

Copyright

List Of Figures

1. Causes of UK Change Management Failures

2. Features of Badly-formed Problems

3. Multiple Cause Diagram for the XYZ Company

4. An Example of a Rich Picture in Schematic Form

5. An Example of a Rich Picture from XYZ Company

6. Defining the Well-formed Problem

7. Critical Success Factors of XYZ Company

8. Main Board Members’ Preferred Change Programmes of XYZ Company at the Start of the Investigation

9. Business Forces Diagram for a Business in Balance

10. Business Forces Diagram for a Business out of Balance following a failed TQM Project

11. Successful Problem-solving

12. The Well-formed Solution

13. Logical Levels

14. Logical Levels Diagram

15. Overlapping Subsystems

16. New Capability which does not fit in with the existing Organisational Identity

17. An Identity Conflict

18. Perceptual Positions

19. Time-line

Appendix One. The New And Updated Meta-model

Appendix Two. Dr Mayon-White’s Change Management Strategy

Appendix Two. The Key Features Of Dr Mayon-White’s Change Management Strategy

Acknowledgments

If a book includes the term Neuro-Linguistic Programming (NLP) in the title then rightfully the first acknowledgment must be to the co-developers of this incredibly powerful and interesting branch of psychology, John Grinder and Richard Bandler. Without their contribution this book could never have been written. However, many others besides have helped me on my path of discovery about NLP and added new dimensions to my personal model of the subject by way of publications and personal contact. In the USA, the most notable of these are: Robert Dilts, Judith DeLozier, Leslie Cameron-Bandler, Steve and Connirae Andreas, Tad James, Wyatt Woodsmall and Michael Hall. In the UK, John McWhirter, Eric Robbie and Ian McDermott are among many who have contributed to my better understanding of the subject and have also provided a valuable resource for testing out many of my own ideas.

All of us have experiences in the past that can qualify under the statement “I would not be where I am today without …” In my case this applies to the many people who encouraged and influenced me during the thirteen very formative years (1968 to 1981) that I spent in the employ of International Computers Ltd. Special mention has to go to: Geoff Cross, CEO; Peter Ellis, Group Marketing Director; Peter Simpson, Director, Group Strategy and Development; and the late Arnold Jewitt, Director, Marketing Division. My heartfelt thanks also go to a group of very special colleagues who played important roles in supporting me and my sometimes “off the wall” ideas, particularly: Tom Jones, Reg Shaw, Pam Barlow, John Hartley, Harvey Dodgson, Martin Jordan and Jan Foxton (Heather); also to my first wife, Doreen, for her encouragement and understanding during this challenging period in my life.

Later, in the late 1980s and early 1990s I had the opportunity of working within the Raytheon Corporation, and it was during this period that many of the ideas contained in this book began to take shape. Many people within the company supported me during this period, and I thank you all. However, a special thanks to John Smith, Sally Smedley, Dr Peter Partington and Yvonne Jacklin for encouraging me and allowing me space to develop what at that time must have seemed some really crazy ideas.

More recently, and during the formation phase of many ideas in this book, I have had the opportunity to work with some of the brightest innovators in the art of Change Management. How many of these ideas would have come into existence without the stimulation provided by this group is difficult to say. They also acted as a wonderful sounding board and often offered additional material that turned my ideas into something of a more direct and practical application. So a great big thanks to all those who contributed to the short-course programme at the International Ecotechnology Research Centre at Cranfield University in the period 1989 to 1993. Of particular note are Bill Mayon-White and Geoff Elliott. Sadly, two other significant members of this team and major catalysts for my exploratory work during that period are no longer with us: the late Dr Roger Crane and Jim Stuart.

Many thanks to Professor Helen Muir, head of the Applied Psychology Department, College of Aeronautics, Cranfield University, and Dr Peter Brooks of the same faculty for involving me in the development of the short-course programme entitled Human Factors in Information Technology. Although probably they would not have been aware of it at the time, this programme caused me to formally record many techniques that I had been presenting on campus but had never previously written down. I would also like to thank them for their championing of my appointment as a Visiting Research Fellow of the University during this period.

Over the years I have been privileged to work with many executive officers and senior managers who have contributed to my learning about how organisations work. I thank these brave people for having the courage to allow me to experiment with their enterprises.

Finally, I wish to express a great big thanks to all those who have helped in the production of this book.

Preface to the Revised Edition

It is now almost eight years since I embarked upon writing this book. Much to my great delight it was well received and has remained popular ever since. At the time of the first reprint in 2001, the opportunity was taken to make a few minor alterations and add a small amount of text. Most of the changes resulted from feedback that I received from my readers, and I thank them most sincerely for taking the time to contact me and to give their views.

During the 1970s and 1980s, the domain we know as NLP grew at an almost exponential rate. New ideas and concepts were added almost continuously during those two decades. In the 1990s, NLP went through what is perhaps best described as a period of consolidation with little really new being added. This was also a period when over 150 titles on the subject appeared, almost a 700% increase over everything that had been previously published. Of varying quality, collectively they served the purpose of bringing together many of the diverse ideas and concepts that NLP had introduced and made them understandable to a far wider audience. A large proportion also concentrated on the applications of NLP rather than simply the technology. So far, since the advent of the 21st century nothing much has really changed. No new NLP models and no new wonderful discoveries such as Meta-modelling, time-lines or submodalities have arisen. New books are still appearing, though less than previously, with the majority, as in the 1990s, concentrating on application.

However, we have seen a large amount of rebranding occurring in many sectors where NLP has been adopted and adapted. The first and perhaps most obvious one involves the role of the coach and mentor. Whilst nearly all schools of psychotherapy have moved away from the title of “therapist” to that of “life coach” or “mentor”, NLP has been one of the first out of the blocks. Mentoring and coaching have also become the “in” words in the business community as well as in many other domains, although both were in fact already in use in the 1980s. Whilst the names may have changed the technologies have not, although they are often dressed up to look or sound quite different. However, when you lift up the bonnet of this latest, slickest sports model, you find NLP written all over the engine. So we now see NLP, chameleon-like, changing its appearance to suit the market but the technology remains largely the same.

A similar occurrence has taken place in the world of education. NLP was at one time seen as a tool to use with special needs and gifted children. Now it has found its way into all aspects of education from early learning through to university level and onward into training in business. Again you do not always find the name NLP attached to the technology but in many cases this is exactly what it is.

This absorption of NLP techniques into other fields is a very healthy thing and it does provide proof that NLP has a sound basis. Ever since those very early days NLP has been criticised for not having had a sound scientific foundation. Well, now the proof is easy to see and is all around us: bright children becoming brighter, therapists, sorry, life coaches, achieving so much more, and business folks learning new, more efficient ways to interact with their colleagues. As they used to say, “the proof of the pudding is in the eating”.

I have often been asked why I did not include any information about NLP modelling in the first edition of this book, particularly as I had written several fairly controversial articles about the subject almost concurrent with its publication. My reason was simple: I did not feel that I could go along with many of the claims made for the efficacy of NLP modelling in a business setting. However, I did not have enough information to hand to substantiate what I thought was the true situation. After I had published a series of four articles on modelling in Rapport (Volumes 42–45) and analysed the results of the feedback I had received, I had most of the information that I needed. So I have put this together to provide an additional chapter in this revised edition in which I lay out my case surrounding the technology and efficacy of modelling, NLP-style.

Martin Roberts St Clears, 2006

Foreword

When my wife persuaded me eventually to write this book, my first problem was in deciding which of a number of potential audiences I should be addressing. I could have written a book that introduced some of the concepts of using NLP in Change Management scenarios to business consultants and managers involved in change. Conversely, I could have produced a manual for people who already had an understanding of NLP and wished to apply and adapt their knowledge for use in bringing about change in a business environment. Having often been asked by both groups about these applications, finally I chose to attempt to do both. I fully recognised that this might be a difficult task. For to address both audiences simultaneously would not be easy, as both had their own way of using language and had invented separate sets of expressions that were uniquely their own.

This was something that was familiar territory to me, having had a catholic background in my consultancy assignments over the years. Indeed, I learned very early on in my youthful days designing computer systems that Socrates had got it exactly right when he said, “If you wish to have a good table or chair made for you that will be comfortable and give good practical service for many years, you had better learn the language of carpenters”. So with this statement in mind I will attempt to avoid the use of jargon from both the business world and NLP. However, when I am forced to resort to the relevant jargon I will also attempt to provide an adequate explanation of its meaning.

It seemed unlikely that I could satisfactorily answer all the questions that might be provoked by this book. Therefore I decided to include a number of case studies taken from actual experiences to show how these techniques can be brought together and used beneficially in a business environment. I have used examples drawn from a great number of different real-life situations, and, in order not to cause embarrassment, I have not attributed these to any particular organisation(s). Likewise, to avoid similar problems with identity the main case study running through the book is named the XYZ Company. Again, the example is made up from experience gained in several different businesses over a number of years.

My second problem in writing this book stemmed from the first. How simple or complicated should I make it? Having sought advice from both business consultants and NLPers (people who have a good understanding of the subject of NLP) I came to the conclusion that it would need to be a mixture of both simple and complex ideas, demonstrated by past relevant experiences. At the end of the book I have provided an extensive bibliography for those who wish to delve deeper into specific subject areas. I have also included recommendations for further reading within the text for those who wish to expand their knowledge of a particular subject or application.

My wife urged me to lay down a record of the new material that I have personally contributed to this field. When I came to analyse what was specifically my own invention I came to realise that much of what I had developed stemmed from my association with some very bright people with whom I came into contact at Cranfield University. So this book is to some extent the result of a group effort, and I can only echo Isaac Newton’s famous words when asked about his great contribution to the science of physics, “If I have seen further, then I was merely standing on the shoulders of giants”. This book does contain many new ideas and concepts that have not previously been published and these, when correctly applied, do increase the success rate of Change Management projects by many magnitudes.

If I were asked now what was the most significant tip I could give to a budding Change Management consultant it would be above all else, “Keep things simple”. All too often in the past I have seen managers turned off by being subjected to long diatribes about the detailed elements of a particular technology. Most managers do not have the time or the patience to understand the technology involved in NLP. What they really want to know is how your offering can make improvements to the effectiveness of their business. When a manager acquires his new company car he is very unlikely to want to know precisely how the gears in the gearbox intermesh or anything else about the “technology” involved. He is much more likely to want to know about performance, safety, what colours it comes in and how it compares with other competitive makes and models. So, to summarise: do not attempt to “sell the features” of NLP but instead “sell the benefits” that your approach can bring to their business.

Always remember the more senior the manager the less time he has available to him to learn something new. Most senior managers would consider spending more than a couple of days a year on any course as excessive, so do not attempt to get them to do an NLP practitioner training however short it can be made!

A word or two of caution at this point. While many NLP techniques have found their way into the business community, it has not been adopted per se as a complete technology by them or the principal consultancy organisations who are their major sources of advice. Most, if not all, of the large consultancies in the UK and in the USA have thoroughly evaluated NLP on a number of occasions. However, they have never adopted significant elements of the technology apart from those that have direct application to communication skills, sales and marketing. This is a close parallel to what occurred when other psychological techniques were adopted by the business world. In particular, Transactional Analysis and Behavioural Modification stand out as having only parts of their respective technologies adopted by the consultancies and business in general.

There are several reasons for this, but the prime one is locked up in an equation where the value of the knowledge obtained is measured against the time required to acquire the knowledge, and time is an extremely valuable commodity, particularly in business. Thus it has always been the easy-to-learn elements of the various psychological approaches and the associated “quick fixes” that have been adopted. Sadly this has often meant that some techniques which had immense potential for use by business were not taken up, as they were seen as either too complicated in application or took too long to learn. I have not made that mistake with this book and have invested considerable effort to de-mystify many of the more advanced NLP techniques and to place them firmly in a business setting.

The rest of this book is about the techniques that I and others have developed and found to be of positive application in the world of business. Wishing to make the content easily understandable to everyone has meant that sometimes I have not delved too deeply into the underlying technology. Instead, I have provided references to other books that can provide a deeper or more specific understanding of the particular subject. There are now more than two hundred books published that can generally be termed “NLP”. If you are totally new to the subject, I would recommend that you read The Principles of NLP by Ian McDermott and Joseph O’Connor (1996) or My Little Book of NLP by Georges Philips and Tony Jennings (2000), both of which provide a very good, basic introduction.

Everything in this book has been tried and tested many hundreds of times in a variety of business settings. Not just by me but also by my associates and a few other people whom we have let into the secret of what, and how, we have brought about what some have claimed have been “impossible” changes – and, in other cases, repaired the damage done by others who applied change programmes incorrectly. To a large extent this book reveals the secrets of our approach to Change Management and the techniques we used to achieve excellence in our work. As I now reach the age when most people retire and two of the co-developers of this work have gone to seek their Maker, I believe this is a fitting time to reveal to a larger audience the secrets of our success.

I trust this book will stimulate you into making your own discoveries and perhaps enable you to go on to invent some applications of your own. When you do, and if I have played a part in providing the stimulation, I will have achieved my objective.

Introduction

Structured into five parts, each part of this book addresses different aspects of the overall subject area. The first part looks at the history of NLP, what the term stands for and how the subject has developed over the last twenty or so years. It provides a background covering the development of NLP from other therapies and its gradual spread from the therapeutic arena to other areas such as business applications. Finally, it looks at how some of the current business and personal development gurus have been influenced by this technology.

In the first part also, attention is given to the development of Change Management techniques over the last thirty or so years. Of particular concern is the high level of failures associated with many of these modern packaged solutions such as Total Quality Management, Business Process Re-engineering and Information Technology in general.

The second part looks at communication skills. This is perhaps how NLP is currently best known in the world of business. Clearly if you are a manager or a consultant and you cannot communicate effectively you are not going to be very good at your job. For those with experience in the field this can be an opportunity to revise or hone your skills. Those coming from an NLP background have an opportunity to gain an insight into how to apply, in a business setting, the technology you have already learned.

The third part deals specifically with the subject of Change Management. It covers the research undertaken by the Ecotech Group at Cranfield University into the causes of Change Management failures and the methods developed to avoid repetition of the same mistakes. It deals in particular with three models devised or adapted from many fields including NLP, which provide a means for improving success with all Change Management projects. Additional models are also included to assist with resolving conflict within organisations and aligning attitudes and beliefs.

The fourth part looks at the function of time and the different ways we can view and use our perception of time. Again two new models are included which can make significant improvements in Business Strategy Development, Planning and New Product Innovation.

The fifth part of the book looks at popular packaged solutions which have arisen from developments in the field of modern management science over the last two decades. As a very large proportion of Change Management failures have been either directly attributed to or closely associated with these types of solution, the main focus is on avoiding the major pitfalls.

Finally, at the back of the book are a number of appendices which are included as an adjunct to the main text.

Part One

Introducing NLP And Modern Developments In Change Management

Chapter One

Background

The Holy Bible starts with the phrase, “In the beginning was God …” and it is difficult to beat that for an opening phrase so I won’t attempt it! Instead, I will borrow the concept and start by saying that in the beginning of NLP there were two highly innovative Californians, Richard Bandler and John Grinder, and it is these two who are credited with being the originators, or co-developers, of the subject. However, before delving too far back into the pedigree of NLP, it is perhaps apposite to deal with the term NLP itself, as newcomers to the subject sometimes seem to be confused by the name. One of the most popular misconceptions is that it has something to do with a new form of computer programming rather than what it really is: a technology for understanding how the mind works.

By far and away the best description I have seen of NLP is in a book by Steve Andreas, Charles Faulkner and other members of the NLP Comprehensive Training Team, which goes as follows:

What is NLP?

NLP is the study of human excellence. NLP is the ability to be your best more often. NLP is the powerful and practical approach to personal change. NLP is the new technology of achievement. NLP is the acronym for Neuro-Linguistic Programming. This high-tech-sounding name is purely descriptive, like cross-trainer shoes, a golden retriever, or a classic convertible coupe. Neuro refers to our nervous system, the mental pathways of our five senses by which we see, hear, feel, taste and smell. Linguistic refers to our ability to use language and how specific words or phrases mirror our mental worlds. Linguistic also refers to our “silent language” of postures, gestures, and habits that reveal our thinking styles, beliefs, and more. Programming is borrowed from computer science, to suggest that our thoughts, feelings, and actions are simply habitual programs that can be changed by upgrading our “mental software.”

Andreas, Faulkner, et al (1994)

I trust this has cleared up any confusion that the term NLP may have caused. I should like to add one small but vital observation. In my experience it is almost impossible to gain a useable understanding of NLP from just reading about it. You simply have to experience it for yourself in order to be able to use it effectively. The best way to achieve an experiential understanding is to practise what you learn. Therefore, in order to assist in this regard, most of the “technology” in the following text contain examples which can be explored further.

So back to the origins of NLP. The geographic roots of NLP can be found at the University of California, Santa Cruz, in the early 1970s. At that time Richard Bandler was an undergraduate mathematics student. Initially he spent much of his time studying computer science. Richard did not come from an affluent background and had a part-time job as a storeman and gofer with a local publisher to help pay his way through university. The publisher was Science and Behavior Books whose area of excellence was books on psychology and psychotherapy. Being an extremely inquisitive character it did not take Richard long before he had become intrigued by the work of some of the therapists/authors with whom he came into contact.

During this period the owner of the publishing company, Robert Spitzer MD, gave Richard the task of transcribing over forty hours of film showing the father of modern Gestalt Therapy, Fritz Perls MD, working with his students and clients. Dr Spitzer had made a commitment with Dr Perls in the late 1960s to publish the films with an additional commentary to be provided by Dr Perls once all the filming was completed. The commentary and films were intended to form a complete introductory training for students studying Gestalt Therapy. However, with the film work only partially complete, Fritz Perls died in early 1970. Dr Spitzer set Richard the transcription task as he felt the outcome once published could form a fitting epitaph to Dr Perls.

The outcome of Richard’s work was threefold. The first was a book called Eye Witness to Therapy (1973) with much credit being given by Dr Spitzer to Richard. The second was a switch by Richard from the mathematics course at the university to psychology. But perhaps the third was the most important, because Richard started “doing” Gestalt Therapy with his fellow students. He achieved this by simply mimicking everything that Dr Perls had been doing on the videotapes. He even went so far as to grow a beard, chain-smoke, and speak English with a pronounced German accent. It was around this time that Richard came into contact with Dr John Grinder who was at that time an associate professor of linguistics at Santa Cruz.

Dr Grinder’s background is an interesting one, although slightly enigmatic. It is known that John had served with the US Army Special Forces in Europe during the 1960s and subsequently with US intelligence services. He has said that it was there that he acquired his ability to rapidly assimilate languages, accents and dialects as well as taking on the associated cultural behaviours. John is also reported as saying that his attraction to the Gestalt Therapy group that Richard was running on the campus was because it closely fitted with his own interest in the psychological function of linguistics.

Bandler and Grinder, finding that they shared common interests, decided to combine their respective skills in Gestalt Therapy, computer science and linguistics along with their abilities to copy nonverbal behaviour. Their objective in so doing was to develop a new “language of change”. In order to achieve this they carried out a considerable amount of research and experimentation in an effort to unlock the secret that they knew must be there somewhere.

Their research was influenced by many contributors to the fields of communication and language but in particular by the works of Gregory Bateson (1972), Noam Chomsky (1957, 1968) and Alfred Korzybski (1958). In addition they carried out a number of studies of the methods of communication used between three outstanding therapists and their clients: Milton H Erickson MD (psychiatrist and hypnotherapist); Virginia Satir (family therapist); and of course Fritz Perls MD (Gestalt Therapist and psychiatrist), who may be seen as starting all this off via the films.

The initial outcome from their studies was the publication of two books, Structure of Magic I and Structure of Magic II, published in 1975 and 1976 respectively. These books encapsulated their collective research in developing a new understanding of the human process we call communication. The model they developed is known as the Meta-model and lies at the root of all subsequent developments in NLP. The model itself provides a means for discovering the true meaning of communication which may not always be correctly conveyed in the spoken word alone. The model also provides various tools to allow more precise meanings to be derived from any communication.

The development of NLP did not cease with the publication of these two seminal works. Bandler and Grinder continued to develop their model further, and others joined them in making additional contributions during the mid/late 1970s. Many of these were students at the University of Santa Cruz who had previously been involved as human guinea pigs during the originators’ experiments with Gestalt Therapy and other psychotherapies leading up to the publication of Structure of Magic I and Structure of Magic II. Among the most notable of these were Judith DeLozier (an anthropology student of Gregory Bateson), Robert Dilts (psychology and human factors in cybernetics), Leslie Cameron-Bandler (ecology), David Gordon (psychology), Byron Lewis (psychology) and Frank Pucelik (psychology). There is strong evidence to suggest that this expanded group was influenced by the works of Carl Rogers (Client-Centred Therapy), Albert Ellis (Rational-Emotive Therapy), Moshe Feldenkrais (Body and Movement Therapy) and Eric Berne (Transactional Analysis).

California in the late 1960s and early 1970s was a hotbed of experimentation in living and thinking. Every student campus of that time was affected by major changes in thinking and in culture. This was the period of experimentation with flower power, LSD and the human potential movement.

It has been reported by some members that during this formative period they experimented with many techniques which were considered to be on the fringe of, or even outside, mainstream psychotherapy. These techniques included Arthur Janov’s Primal Scream Therapy and Leonard Orr’s rebirthing techniques. This highly inquisitive group continued their explorations, and by the end of the 1970s a whole host of techniques had been developed associated with the modelling of human behaviour. This research and experimentation also resulted in the development of a number of specific therapeutic interventions designed to resolve individual psychological problems. Development of new therapeutic techniques has continued up to the present day, and NLP can now be seen as fitting within the wider psychotherapeutic domain known as the Cognitive Behavioural School.

Whilst much of the early work was focused on the therapeutic application of this technology to individuals, towards the end of the 1970s it was also starting to be applied to group behaviour and then to complete organisations. A move into the business field was an obvious next step in this progression.

It is interesting to observe that in the last forty years business and commerce have become increasingly interested in most of the new developments in the field of psychology. Some of the most notable of these developments have been drawn from Behavioural Modification, Gestalt Therapy, Transactional Analysis and Family Therapy. All of these can be seen as fitting within, or closely associated with, the Cognitive Behavioural School. It is therefore perhaps not surprising to see NLP being adapted in this manner. Indeed NLP was tailor-made for the modern business community as it has structures which in many ways mirror the modern “systems approach” to business which was largely brought about by the advent of Cybernetics (Bandler’s first love) and Information Technology.

Since the end of the 1970s many people from a diversity of backgrounds have continued to add further material to the domain that we now know as NLP. Indeed many of the advances made during the 1980s and 1990s open up new possibilities for application to the business field far beyond those envisaged by the original co-developers of NLP. This is perhaps because many of the new developers have themselves come from business backgrounds rather than from the realms of therapy or personal change.

NLP is also being applied to areas other than business and therapy such as Accelerated Learning where many of the major developments have been made by people with backgrounds in teaching. It is interesting to note that Accelerated Learning has in turn found its way back into the business community. Similarly, much of the early work in the late 1970s and early 1980s applied to sales and marketing has now become absorbed to such an extent that the true origin of the work has already been forgotten.

Whilst to the academically orientated this may be regrettable, it follows the normal path of integration that other psychological developments have previously followed. In fact, when such absorption takes place it can perhaps be seen as the highest accolade, as at last it has become accepted practice and is no longer viewed as just some freaky fad. So if you are new to NLP, don’t be surprised if you come across a few concepts within this book that already have a familiar ring about them. Such terms as building rapport, creating a compelling future, getting in state or modelling human excellence are straight from the domain of NLP.

Today NLP is at the heart of many approaches to communication and change. It has been popularised by such people as Anthony Robbins (Unlimited Power, 1986 and Awaken the Giant Within, 1991), John Bradshaw (Healing the Shame That Binds You, 1988) and many others besides. Various management gurus have incorporated NLP techniques into what they offer their clients. Perhaps the most notable of these are Peter Senge (The Fifth Discipline, 1990) and Stephen Covey (The Seven Habits of Highly Effective People, 1989 and Principle-Centered Leadership, 1992).

Change processes and change mechanisms in the business world have similarly been evolving rapidly over the last twenty years. There is nothing new about change, as change is part of the process of evolution, and little progress or growth can be achieved in a static environment. However, since the late 1970s there has been a growing passion in business for what I have termed “packaged solutions” or “packaged change”. Unlike the evolutionary approach, “packaged change” nearly always involves something much closer in nature to revolution rather than evolution. This book deals to a large extent with the failures of modern packaged solutions to produce the results that their proponents so freely promise. It explains the reason for these failures and provides solutions that, when applied, can create certainty in the outcome of any change processes.

Revolutionary change is not new to business or industry. In the first half of this century alone there were several such revolutions. Perhaps the two most notable occurred between the two World Wars. These were the advent of the production line (Henry Ford), and time and motion study (Frederick Taylor). Both of these techniques, which originated in North America, eventually revolutionised production processes around the world and also had a major impact upon management theory.

The most significant effects of these technologies were to reduce production and unit/labour costs by several magnitudes whilst increasing overall output by even larger margins. They are credited as being among the five major sources of wealth creation in the USA during the first half of this century. However, whilst these technologies could be seen as revolutionary in themselves, the method of choosing, planning and finally applying the technology was not. Much longer time scales were involved in these processes compared with today’s “packaged solutions”. Most implementations involved a bespoke solution which was tailored in great detail to the specific needs of the client. The combination of longer time scales and detailed tailoring provided many more opportunities to correct problems as they arose, and consequently there were far fewer failures compared to today’s packaged solutions.

Also coming out of America during this period were dramatic changes in the methods of running and organising our offices and businesses. I am often amused to hear people talk about the computer “revolution” in this half of the century (since 1960) when in fact “computing” or Information Technology (IT) really is only an evolution of an existing technology based on the punch card and comptometer. Both of these owe their birth to James Hollerith who invented them around 1900. The advent of the punch card and the means to process the information encoded on it had a very pronounced effect on businesses from the early 1920s onwards.

IBM’s financial and technological might in the world of IT has its roots in the punch card and associated technology developed during the 1920s and 1930s. Many of the processes now undertaken by computers are in fact almost identical to those carried out with the punch card collators, sorters, accumulators and tabulators of that period. The only real difference is in speed: computers do the same job in a fraction of the time and are much more flexible due to their “soft” stored programs. It is perhaps worth remembering that even in the mid 1970s the punch-card and its cousin, punched-paper tape, were still virtually the only means of inputting data to computers.

Similarly, it was not long after the revolution engendered by Frederick Taylor’s “time and motion studies” in the factories that many of his ideas were starting to be applied to the office. This gave birth to the Organisation and Management Departments (O & M) which were so popular in business during the 1950s and 1960s. These in turn fuelled new thinking on how we managed our businesses, and we saw early attempts at producing greater productivity by incenting management through techniques such as Management By Objectives.

It was also during this period that we saw major changes occurring in the structure of our businesses. It was a period when management theory made it fashionable to acquire other businesses as a means of fuelling short-term growth or to achieve diversification. Such terms as “asset stripping”, “diversify or die”, “merger” and “take-over” found their way into the general vernacular of that age. Inevitably when the events engendered by these terms occurred, they had more in common with revolution than evolution. Managements who embarked upon such strategies could not afford to spend four or five years assimilating a new business. Instead, integration had to be achieved in months rather than years in order to keep faith with the stakeholders who in most cases had provided the cash for the acquisition. Suddenly there was another reason to rethink how we managed our businesses, and we first see the term “management science” coming into general parlance.

Since the 1960s the computer and its related technologies such as Automation, Robotics and Communications have radically changed our manufacturing processes and the manner in which we run our businesses. However, instead of causing a revolution, computing has spread more in the manner of a forest fire through industry. Starting with a little spark in the mid 1960s, by further mechanising areas such as the payroll and accounting departments it spread rapidly into manufacturing and marketing by the mid 1970s. Since then, Information Technology (IT), as we were by now calling computing, has pervaded every aspect of modern business.

It is perhaps this further acceleration of change associated with IT in the 1970s and 1980s that has opened the door to many of the new management theories arising in the last two decades. “Confused” is a common description of how many managers and senior executives felt about IT during this period. The technology was seen as too complex for most managers to obtain a complete understanding of how it worked. Few could even get to grips with understanding whether or not it could deliver what was promised by the IT vendors. Managers quickly learned that it was far safer to employ IT experts to advise them or to call in specialist consultants. Then, if anything went wrong, they had someone to whom they could apportion the blame.

So selling a new management technique or way of organising the business to an already confused executive was not as difficult as it might have been a decade earlier. The salesman’s task was made even easier when he promised a significant “competitive advantage” as a result of implementing the new technique.

There are very few companies in this age that have not embarked upon some major change programme emanating from these new management theories in recent times. Indeed, as I write this book I am aware that most large British companies have more than one such process concurrently running in their business. Many books and articles in learned journals have been written about this sudden craze for change of the packaged solution type and what has brought it about. All seem to agree that nearly all the techniques are of American origin. They are also virtually unanimous when asked what they believe has caused this explosive growth in change. Top of the list are: fear of Japanese industrial might; the almost explosive spread of computers and the packaged solutions attached to these; and perhaps associated with both of the previous two reasons, radical changes to working patterns. However, the key to all of these is the emotion “fear” in its many and varied forms.

Fear is the one thing that will either prompt us into action or freeze us like statues. Fear is about survival, and as such is our most powerful basic instinct. Fear is the driving influence of the fight or flight syndrome that if not addressed creates stress within our working lives. So it is probably not surprising in this age when psychological techniques have found their way into almost every aspect of our life that others are using our “fear of failure” to sell us something. Whether it is the housewife who is fearful of the criticism of neighbours or friends for not having “whiter than white washing” or the senior executive who is fearful of his company not staying ahead of the pack, it is our basic instincts that are driving us.

Unfortunately, all too often packaged solutions have been sold to businesses based upon fear rather than the fulfilment of a well-defined need. Often these packaged solutions have been sold to a client company when there was no genuine need for such a process. Total Quality Management (TQM) is notorious in this respect, and, although no precise statistics exist for the UK, it is known that over 85% of TQM projects in the USA have not produced the desired results. TQM is not unique in respect to having a high hit rate of failed projects. Richard Pascale in his excellent book Managing on the Edge (1990), identified eighteen similar techniques spawned during the 1980s, and many more have been invented since. No doubt there are even more in the pipelines of the consultants and the Business Schools because it is this “new thinking” in management theory that largely fuels their businesses.

The latest fad, Business Process Re-engineering (BPR), seems also to have its fair share of failures. Recently there have been many companies in the UK and the USA cursing BPR for downsizing them to the point of becoming “corporately anorexic”. These businesses are now finding it almost impossible to respond to the upturn in the economic environment. Their competitors, on the other hand, who did not downsize, or did so with less enthusiasm, are having a field day at their expense.

The cost of these failures and those associated with IT ventures during the last decade has been assessed as amounting to a minimum of £20bn and a maximum of well in excess of double this figure, and this for the UK alone. Whilst at first figures of this magnitude are hard to believe, one has only to think of some of the more notable disasters, such as the failed New Stock Exchange System (costed at £800m in 1992), and other well-publicised disasters of similar magnitude in the public sector, to realise that this estimate is probably at least in the right ballpark. Just think for a moment what £20bn invested in industry, the public sector infrastructure or just plain research could have achieved during the same period.

So much for the public sector, but the private sector would probably have been the largest contributor to this type of failure. In 1996 a survey of the UK’s top 200 companies revealed that 97% had been involved in implementing some form of packaged solution during the previous year. This is further supported by the size of the income of the top 30 or so consultancy firms who earned £19bn in 1996 alone (Ashford, 1998).

No business likes to announce bad news, and it certainly does not usually admit to a failure in management decision-making without an accompanying resignation of one or more of its senior executives, so what better reason for sweeping such mistakes quietly under the boardroom carpet! When this happens it is extremely good news to the vendors of the solution that went wrong, because no one else gets to hear about it!

Does this mean that all modern packaged solutions are in fact just good old-fashioned “snake-oil remedies”? Clearly the answer is no, but all should perhaps be forced to have a corporate health warning attached to them. Even TQM has a lot going for it, and one must remember that 15% of companies surveyed in the USA who implemented TQM claimed it had been successful for them. So the real question is what did they do to get it right and what did the other 85% do to get it so wrong? This book provides the answer to these questions, and a whole lot more besides.

Part Two

Developing Excellence In Communication And Understanding How Other People Tick

Overview

It is doubtful whether there is a single person living who does not wish they were more skilled in the art of communication. This should not be surprising as recent surveys of people working in the major professions in Great Britain and North America have shown that less than ten per cent classify themselves as good communicators. Perhaps less surprising is finding that a large number of the good communicators were either priests, politicians or lawyers. However, what is of most interest is the finding that nearly 60% of those surveyed classified themselves not just as average communicators but as poor communicators. Therefore, logically, you are likely in your role as a Change Management agent to come into contact with many poor communicators. I know that I have!

Fortunately, NLP offers you some excellent techniques which are easy to learn and, when applied correctly, can produce startling results. These techniques have also given me the advantage of knowing when I was being deliberately misled, or when someone with whom I was communicating was being economical with the truth. They have also been extremely useful in gaining an understanding of where the other person I was communicating with was coming from, and this can be vital in achieving success in Change Management projects.

The techniques used in communication and derived from NLP have often in the past been termed manipulative, and, when used to gain an unfair advantage, I would agree. However, provided that my intention is an honest one, then I have no problem in manipulating people. After all, this is what I am being paid to do for a large percentage of the time in order to bring about change. If these techniques enable me to get the right results with more consistency, then I tend to treat them like any other tool in my Change Management tool kit. Please also remember that there is an extremely fine dividing line between manipulation and gentle persuasion anyway.

Being an excellent communicator in all its various forms, but especially speaking and writing, is, of course, of great importance to anyone contemplating becoming a consultant and even more so to those who wish to work in a Change Management environment.

However, developing listening skills and other techniques which allow you to understand fully your client’s needs is also of crucial importance.

It is here that NLP scores again with a number of really powerful techniques to assist the listener in gaining a complete understanding of what the speaker is saying. I have lost count of the number of times that I have been told by someone with whom I was communicating that I must be psychic, simply because it appeared to them that I was able to “read their mind”. In reality it was simply employing a few NLP techniques that allowed me to gain a better understanding of what was being communicated to me.

In the introduction to this book mention was made of the causes of failure in many Change Management and IT projects. One of the principal causes of these failures has been not fully understanding the needs of the client or, in other words, lack of adequate communication skills.

Thus learning these apparently mystical techniques for improving communication in all its aspects has to be a very worthwhile investment. This is something that anyone with a little application can achieve. I know of no one who has learned these skills who would now willingly be without them.

The last chapter of this section takes the reader one stage further and commences the process of learning how to understand what makes other people tick. To a large extent this chapter deals with the “P” in NLP, which is concerned with the programmes we run in our minds all the time. This chapter provides a number of techniques for gaining a better understanding of how other people’s programmes work and, more importantly, how we can assist in changing them beneficially.

Chapter Two

The Important Role Of Rapport In Communication

During their early exploratory work in communication, the originators of NLP, Bandler and Grinder, discovered that in order to communicate well one first had to develop a high level of rapport with the person or persons one wished to communicate with. In instances where rapport was not established and held throughout the process of communication, the intended message would not get through. Consequently, the person attempting to communicate would have an exceedingly low chance of successfully achieving their objective.