Thomas Cook 10 Minute Presentation CRMI September 2012

Presentation to Keith and Jonathan @ 11:00 local TCX Hangar Main Boardroom

Check over for VAK and positives

Time 00:00             (What) Good morning Jonathan, good morning Keith. My name is Andrew Hardman and going to talk to you today about HOW anybody can change their behaviour by simply changing their physiology.

(Why/why not) I’m going to share this simple yet very powerful insights from NLP with you for two reasons, firstly because I thought you may be interested in it and secondly because you may see an application for it with CRM.

Time 00:30             (Credibility) Now I was first introduced to it about 20 years ago and I’ve been studying NLP seriously for about 5 years. I’m now qualified as an NLP Practitioner and Master Practitioner although I have lots more to learn.

So what is NLP – well it stands for Neuro-Linguistic Programming and for the purposes of today’s session it’s the Study of HOW people tick or HOW we make sense of the world around us.

As with all things NLP I encourage you to be sceptical and please don’t take my word for it. Test it out for yourself. Try some of these ideas out and come to your own conclusions. If it works then brilliant, if it doesn’t then bin the idea and stick with what you currently do. The choice is yours. One of the great things that NLP can do for us is to increase our options which is always a good thing.

Please ask questions at the end unless there’s something that you don’t understand and I’ll deal with it right now.

Time 01:30              (How)

  1. I’m going to use an example
  2. Introduce you to the NLP concept and then
  3. Have a look at what happens when we apply these ideas to our example.

Time 02:00               You are stuck in a traffic jam on the way to an airport where you are about to fly to Vancouver. As usual your ticket is non refundable, cheapskate, non transferable and you must catch this flight or lose £650. How do you think you could be behaving guys?

04:00             First Bit – second best remembered.

Imagine a circle with a Mercedes Benz symbol in the middle. Better still take out a piece of paper and draw it out. Now label these three segments with the words:

  • Thinking
  • Physiology and
  • Mood or the way that we feel at that moment

It doesn’t matter which way you orientate these words because what I invite you to consider is that they are all inter-dependent on each other. In other words – change one and the other two will change in some way.

06:00              Middle Bit – least remembered.

So let’s explain these labels in a little more detail.

  • Thinking – internal processing – map of the world – internal representation – VAK
  • Mood – by this I mean how you are feeling. Down Confident Excited Nervous Anxious Happy Sad Fearful Envious Loving.
  • Physiology – basically our movement – or lack of, our breathing rate and depth, pulse rate, posture, gestures, eye focus and gaze, muscle tension, limb positions, facial expressions and the alignment of our spine and head.

Remember that if we change one the others will change in some way.

07:00              End Bit mostly remembered.

So what? Well here’s a thing. Our Mood drives our behaviour and not the other way round. So now draw an arrow from your Mood segment and label that Behaviour.

08:00            So back in our car guys how can we change our physiology then?

  • Breathing – slow down Huna
  • Head position – Look up
  • Be aware of our gestures – tense – tapping, gripping, clenched teeth, heart rate
  • Temperature
  • Posture – move!

And in turn this will change our thinking and our emotional state and ultimately our behaviour.

09:00     So to summarise NLP offers us a way of changing our behaviour to a more resourceful one by changing our mood. I’ve used the example of driving a car and i’m sure you can think of examples where this approach could be used at TCX whether it’s going through security or dealing with a difficult passenger.


10:00 Thanks to you for your attention and do you have any questions?