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Case Studies - Neuro Linguistic Programming

Case Study 1: NLP Bite-size Sessions

Challenge:
As part of Customer Service week, the organisation wanted to actively promote the need for more effective communication with customers. Traditional customer service training had provided staff with standards and processes, but had failed to deliver any meaningful behavioural change. Staff had inconsistent approaches to customer service and many did not regard their colleagues as internal 'customers'. Due to the considerable change taking place in the organisation, morale amongst the staff groups was poor, with many experiencing a lack of control over many aspects of their work. As a result, there was a tendency to focus on the negative, and to believe that it was not possible to effect change.

"One of the best sessions I have ever attended...I went home after the session and used the techniques with my daughter - worked brilliantly! "

SH, Service Manager.
Solution:
A series of 'bite size' sessions were introduced, aimed at 'enhancing the customer experience through NLP'. Each bite size session focused on specific aspects of NLP such as building rapport; cause-effect; reframing; state management; perceptual positions. The sessions were offered to all employees within the organisation on a voluntary basis. Bespoke sessions were also offered to specific service teams.
Outcome:
There was a noticeable shift in the mental frames for each group of delegates attending the short sessions. By applying NLP techniques to their day-to-day experiences, delegates were able to effect change immediately. Energy levels were consistently high in each session, and delegates were keen to practice the techniques both at home and work. Feedback immediately following the sessions and some time later, indicated that individuals felt more confident that they could take control of their lives.

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Case Study 2: NLP Practitioners Programme

Challenge:
The organisation was, like many others, undergoing substantial and long term change and they wanted to help employees develop a greater resilience in coping with change. At the same time they were also keen to develop individuals' ability to deal effectively with challenging customers and to improve their customer feedback statistics. The organisation wanted to train up a group of employees in some depth, with the intention that they would then develop and run a series of 'bite-size' session for others within their service areas.

"The most impactful course I have ever been on...thank you so much for such an incredible experience! "

RP, Head of Service.
Solution:
An NLP Practitioners Programme was designed specifically for the organisation and tailored to reflect their specific business challenges. In order not to disrupt service delivery, it was decided to structure the programme over five months with a two-day module being organised each month to fit in with participants' busy work schedules. The programme covered the core NLP modules with specific focus on building rapport; calibrating customers' responses; putting yourself in the customer's shoes; dealing with challenging behaviour; effective communication; managing your 'states'.
Outcome:
Feedback from the programme was excellent with participants expressing a new found confidence around dealing with challenging situations and managing their states when under pressure. Following the completion of the programme, participants signed up for a monthly practice group which was established to both reinforce their existing learning and to also further develop their skills in NLP. Individuals were then more confident to utilise the NLP techniques both at work and at home.


Case Study 3: High Performance Teams

Challenge:
The Board of a small, highly successful company wanted to raise their game in order to compete in a rapidly changing market. The company had grown very quickly over the past five years and the CEO viewed it as critical that they develop their individual and collective capacity to lead their company into the next decade. The team had not undergone any structured personal development in recent years and some were very sceptical about the benefits of spending half a day out of the workplace.
"At first, I couldn't see the value in taking a half day out to 'navel gaze', particularly as we were up against some critical deadlines...now I've seen the bottom line results - I'm hooked! "

BM, Director.
Solution:
Led by the CEO, the team reflected upon their journey to date and the key challenges facing them in the future. The group identified the key strands for future success and listed these on separate sheets of flip chart paper. Then, using a technique called 'Future-basing', the group identified what success would look, sound and feel like in all the key areas at a specific date in the future. From this, the group identified the key steps that would need to take place to enable them to achieve their vision in all the key areas and this formed the basis of their project plan that they took away to implement.
Having identified their own personal development needs as part of the workshop, several of the Directors also signed up for a programme of executive coaching to support them in the next phase of change. Following the half day workshop, the Board also worked with the consultant to design a company-wide development programme for all employees focusing on the vision and how this translated into their work programmes. The workshops were designed around NLP principles and were designed to build powerful customer relationships and designed to develop effective communication with colleagues and suppliers.

Outcome:
Following the programme, individuals reported an improvement in the relationship between the different teams and a more consistent approach to customer service across the business. People also felt better able to manage work pressure and managers reported an improvement in their teams' performance and motivation. Directors also felt more confident that they would be able to lead the company into the future regardless of the challenges they faced.

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