NLP in action: Elevating project communication and stakeholder engagement

The SWWE Regional Network were very pleased to welcome back to Bristol Ranjit Sidhu, Director of ChangeQuest on 21 May 2024, to talk about how Neuro Linguistic Programming (NLP) can be used to improve project communication and stakeholder engagement.

Ranjit explained that her aim was to talk about the practical application of theory so that members can think about how they can apply these ideas both at work and socially.
The audience was asked about barriers to good communication they have experienced, and their responses included hierarchy and rank, organisational culture across different geographies, noisy locations, jargon, body language, and tendency of some to talk not listen.

NLP can be a useful tool to help overcome many of these communication barriers.

Ranjit explained the history of the development of NLP and its two founders Richard Bandler and John Grinder.

Neuro – How our mind takes in what we experience and how we represent it.

Linguistic – How we use language to express ourselves

Programming – The patterns of behaviours that we learn and keep repeating.

She showed the classic video of ball throwing, and how the audience missed the monkey crossing the scene due to over focussing on her instruction to count the ball throws.
As human beings our brains have to process a lot of information to function effectively, we have to filter the incoming information and as we do this, we form our internal maps of the world. Each person’s internal map is based on how they have filtered the information, and these filters are unique to the individual. This can cause difficulties in communication especially where people may have interpreted the same information very differently to each other, for example across different organisational divisions or cultures. These differences can make it harder to reach a shared understanding and this can lead to conflict and project delays.

We use language to communicate our internal maps and thoughts. Paying attention to the type of language being used by the other person means we can aim to match it, to build rapport and show empathy.

Business language is normally very neutral and not sensory rich. There can be better connection with an audience to get a message across more effectively if you use more sensory rich language. Examples of different styles of communication and different language patterns were discussed.

If we are in a rush, we will often revert to a default of using formal business language. Taking time to pause and reflect on how to make it more ‘human’ and personable, will help to make it more effective.

Ranjit also emphasised that the language we use also influences ourselves. Our internal voices can be very powerful, and they are often negative: for example, ‘I cannot do this’ or ‘I am not any good at learning’. Beware of your internal chatter and the influence it has on you and consider how you can make it more helpful.

Effective communication can be enhanced by building rapport and trust with the other person. Different ways of establishing rapport were discussed, with examples taken from well-known celebrities.

Effective communication is not easy. The true meaning of communication is in the response you get back. Ranjit quoted George Bernard Shaw: The biggest problem with communication is the illusion it has taken place! You must check what the other person’s understanding is, to get their feedback. A simple 4-step feedback loop process for achieving successful stakeholder communication outcomes was shared.

Ranjit also summarised using communication throughout the project and change life cycles using t the ChangeQuest LEADS model. Learn, Engage, Adapt, Deliver, and Sustain.
We finished the evening with a lively Q&A session and a lot of networking.

If you wish to view the presentation slides, please email info@changequest.co.uk directly to receive a copy in PDF format.

Martin Gosden
SWWE Events Co-ordinator