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Neuro-Linguistic Programming (NLP) Business Practitioner Training Audit Xxxxxxxx Community Health Service and Fiona Campbell Consultancy Courses: March, April, May & June 2010 Analysis: October 2010

NLP Business Practitioner Training NHS Audit

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Participants were asked to complete a survey on how they found the training to determine whether it had helped them to improve key skills and develop new ones, so as to have a positive benefit overall for the performance, management and quality within the organisation. The questionnaire was designed by the course provider, Fiona Campbell Consultancy, and has been analysed in-house by Children’s Community Health Service part of xxxxxx. (the NHS client has given permission to make this report public however they have asked for the department name to remain confidential)

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Page 1: NLP  Business Practitioner Training NHS Audit

Neuro-Linguistic Programming (NLP) Business Practitioner Training Audit

Xxxxxxxx Community Health Service and Fiona Campbell Consultancy

Courses: March, April, May & June 2010Analysis: October 2010

Page 2: NLP  Business Practitioner Training NHS Audit

Contents

Introduction

Study MethodsOverall ResponseBuilding and Maintaining RelationshipsResilience and ComposureSustained Personal CommitmentCommunication and Influencing SkillsImproving Service PerformanceMonitoring and ImprovementFurther Development of NLP Skills

Specific Feedback from the Action PlansGive examples of how you have increased your own wellness target or contributed to reducingsickness and absence in team members Give examples of how your NLP skills have helped you inspire your team members or peers group at either appraisals or one to one meeting

InterviewsKey Areas of Improvement Identified so far

FeedbackContent and TrainersPersonal Benefits

Conclusion

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1.0 Introduction

Senior staff at xxxxxx Community Health Service took part in NLP Business Practitioner Training Courses in March, April, May and June 2010. Twenty-six staff attended the two courses in total.

An audit has been undertaken using a mixed methodology to understand the effects of NLP training across xxxxx. This includes questionnaires and face to face interviews. Information gathered so far has looked at benefits for the individual, how they felt about the training and subsequent benefits to the organisation.

The aim of this training was to provide these managers with the people and behavioural skills to help maintain the wellbeing of their staff and to create ‘a fit for care’ culture, and in doing so to lead their staff positively though the current change programme and pro-actively create a resourceful, positive working environment where time and cost saving are made.

This programme is part of the response to the Organisational Risk Assessment report for xxxxxx Community Health Services NHS Trust published in April 2010. 2.0 Study Methods Participants were asked to complete a survey on how they found the training to determine whether it had helped them to improve key skills and develop new ones, so as to have a positive benefit overall for the performance, management and quality within the organisation. The questionnaire was designed by the course provider, Fiona Campbell Consultancy, and has been analysed in-house by Children’s Community Health Service part of xxxxxx.

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2.1 Overall Response The overall response from the questionnaires completed by fourteen participants was very positive. The vast majority (88%) of the fourteen respondents felt that the training had helped them to improve skills in a wide range of areas resulting in a positive behavioural and organisational change as a result of the NLP training.

Out of a combined total of 406 responses across the 29 questions in the first section, only 2 were of strong disagreement in comparison to 349 positive responses, of which 102 were of strong agreement. The remaining 29 questions in the second and third sections were also dominated by positive responses.

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2.2 Building and Managing Relationships After completion of the NLP Business Practitioner training there was agreement of 92% overall that the training had been of benefit to the building and management of relationships within the organisation.

In particular it was felt that the course enabled people to empower others more in addition to an increased common sense of purpose and the ability to work more effectively as a team to deliver higher standards of care.

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2.3 Resilience and Composure 96% of the sample agreed that they had improved resilience and composure after completion of the training. Nearly two thirds, 64%, strongly agreed that the training gave them a healthier self-belief, whilst only one respondent disagreed that this was the case.

There was only one respondent who strongly disagreed with one of the resilience and composure benefits, claiming that they had not experienced a positive impact at home as well as work after completion of the training.

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2.4 Sustained Personal Commitment There was disagreement as to whether the training improved commitment to the organisation, the sample being divided into just under half agreeing that they were committed and the remainder majority disagreeing that this was the case, however there was less division regarding commitment to the team, where a majority agreed that they felt an increased commitment. There was universal agreement that the training improved personal effectiveness.

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2.5 Communication and Influencing Skills The majority of the sample agreed that communication and influencing skills had been improved by the training. Despite the overall trend being positive, 21% of respondents felt, although not strongly, that the training had not helped them to work more collaboratively with others.

On the other hand the whole sample agreed that communication outside the organisation had improved with nearly a third of these stating that they were in strong agreement with this.

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2.6 Improving Service Performance Although there was generally more disagreement concerning improvement of service performance than in other categories of improvement, the overall response was still overwhelmingly positive. Despite the drop in the amount of strong agreement, there were no responses with strong disagreement. The general trend was of agreement, with a small proportion, no more than a third, in disagreement that there was improvement to the performance of the service due to the NLP training. The most significant improvement was in the confidence to better lead positive change through people.

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2.8 Further Development of NLP skills In the third set of questions the respondents were asked to rate which methods of support and further learning they felt would be useful to the further development of NLP skills. Peer support groups and professional support groups were popular methods of improving skills. Additional master classes to recap and develop skills were also popular.However project assignments and peer coaching were least popular, with synchronized coffee breaks/lunchtime sessions as the least applicable. N.B. One respondent responded 'strongly agree' to every suggestion. Another respondent changed the options to yes or no to better fit with the style of the questions, for this respondent a 'yes' response has been taken as strongly agree and 'no' response has been taken as strongly disagree. Any undecided responses or blank fields have been counted as not applicable.

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3.0 Specific Feedback from the action plans 3.1 Give examples of how you have increased your own wellness target or contributed to reducing sickness and absence in team members

• The staff in general are all responding positively to the changes that are being implemented.• A half hour session using my NLP skills turned a situation around and made the person much more productive and enthusiastic• My team as the result of my leadership are more positive and we have a sickness rate of 1.7%.• Sickness rates down from 5% to 4%.• I am confident in creating a calm relaxed state for myself and within my team.• I am much calmer when attending certain meetings which in the past would have made me anxious.• I am able to create a more positive outlook with myself and my team.• I get less stressed at work and for shorter periods was able to have one day off where I completely stepped away from work and had recovered by the next day.• I am able to use my skills to manager my state, for example in the past I would feel quite stressed going into certain meetings. I now change the way I feel and am more positive and resourceful.• I am more calm and now know how to help others be calm.• Staying calm and resourceful even when my job is at risk.• Have increased my activity and now have time to go walking.• Helped a member of staff who had returned after long term sick leave keep a positive frame of mind.• Prevented a member of staff from taking long term sick leave by sending her for a half day coaching session with Fiona Campbell and I have the skills to help that person continue to improve her wellbeing.

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3.2 Give examples of how your NLP skills have helped you inspire your team members or peer group at either appraisals or one to one meetings • I have appraised staff in a much more effective way where I am gaining greater knowledge and understanding of their interest and passions related to work. For example I have one member of staff who is very experienced, clinically; however I know that she is passionate about education and training. I have involved her in Task and Finish group work to develop an Education and Training strategy specifically for the CM service. This particular individual is now involved in implementing the strategy. This is not only great for her but also myself as I know she is doing a great job and personally feels she is gaining skills outside of her clinical role. This was an individual who I thought would be a constant challenge to me in my post but she has been a great support to me.

• JDR / Appraisal matched appraisee’s language and the immediately identified their own objectives and have taken personal responsibility to achieve this.

• Challenging the language of senior managers resulted in Commissions reconsidering how to continue to deliver service without the additional cost of relocation.

• A member of staff doubted herself and I got her to identify her achievements and attributes and as a result she is more confident, effective and productive.

• When I employ my NLP language skills, people are clearer about what I want us to achieve

• Use of positive language when discussing ‘difficult’ times.

• Having used NLP skill conversationally with teams when motivating them regarding service redesign has resulted in teams being more enthusiastic and involved.

• My team members are taking more responsibility for their actions.

• More assertive and clear language has helped ensure more clarity and the team mood seems happier.

• I am involved in an investigation and my NLP skills have been invaluable specifically with tonality and speed in relaxing the interviewee.

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4.0 Interviews Overview of the evidence of the benefits of NLP Business Practitioner training for the NHS collected from xxxxxx senior staff who have completed their training with Fiona Campbell Consultancy. The evidence for this overview was gathered on the 1st and 2nd June in face to face 30min meetings with individuals.

4.1 Key Areas of Improvement Identified so far

• Overall meeting times significantly reduced and on one case a regular meeting from 3 hours to 1 hour.

• More focused meetings and objective of meetings are more easily achieved and one person in particular has an increase of 85% effectiveness.

• The ability to keep the general attitude of the department positive and resourceful whilst going through the current changes

• The ability to reduce stress in self and others creating a resourceful working environment

• The ability to prevent people going off sick by helping them change the way they feel and understand that they are a valuable asset to the organization.

• The confidence to challenge the language patterns of senior members of staff resulting in at least two situations where major departmental incidents were prevented

• Changing the communication with “problem’ team members resulting in at least two people moving from unresourceful states to becoming team ‘champions’

• Helping team members identify their skills and creating the confidence in them to take on more responsibility for delivering projects

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Key Areas of Improvement Identified so far (continued)

• Having the questioning skills to identify where a specific problem with a member of staff is for example Values, Beliefs, Strategy or Environment

• Having the skills to model the successful strategies of others therefore reducing time and costs. This was used successfully for the introduction of the new Sickness Policy

• Two managers who have jobs that are identified as ‘at risk’ have used their NLP skills to stay resourceful and continue to keep their teams positive, resourceful and focused.

• Ability to clarify specific situations and stay out of the detail for example the Community Matron Core Business meetings.

• More effective appraisals when Meta Model questions are used resulting in people taking more responsibility of their actions. We have examples of managers having more confidence to state exactly what needs to be said in a clear concise way as a result building trust within their teams

• Communication Manager is now able to exactly match what others expect his department to deliver. This has resulted in a reduction in meetings.

• More proactive language is being used in communication programmes and the increase in uptake is being monitored • More effective use of e-mails by stating clearly what is required resulting in a faster response

• Matching representational systems (Visual, Auditory, Kinesthetic) to create elegant communication and build good rapport to get things done quickly

• The ability to notice much more quickly when an intervention is required to help a member of staff stay focused, positive and resourceful

• Now having the ability to remain neutral and look calmly at the facts instead of overreacting emotionally

• The ability to use effective language when in meetings with Commissioners to obtain the most desirable outcome for the xxxxxx

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5.0 Feedback Fiona Campbell Consultancy NLP Business Practitioner Training Course, 24-26th April and 28-31st May 2010

Eleven participants were asked to complete a feedback questionnaire after completion of the NLP practitioner training course. The response was overwhelmingly positive and gave an indication of the response to the content and delivery of the course in addition to how much the participants had benefitted personally from the training.

5.1 Content and trainers All of the participants rated the content, tutoring and clarity of the course as excellent. In particular the enthusiasm of the trainers was mentioned in addition to the overall positive and relaxed atmosphere that was fun, comfortable and conducive to the learning and practising of NLP techniques.

The trainers were described as competent, confident and, as one person writes, “’touched’ everyone in just the right way.”

Many participants felt that the content covering the use and understanding of language was very useful and has equipped them with powerful knowledge and tools to be used to their benefit.

One participant claimed that they had been inspired and another wrote, “[the training is] more effective than any other type of education I’ve ever had” which was echoed in another claim of “absolute confidence that this is a better standard of training” than any other.

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5.2 Personal Benefits All participants claimed that their knowledge had significantly developed and improved as a result of the training course.

A dominant theme throughout the feedback was the impact that the training had on the participants and how it has “changed my life”, “turned my life around” or “changed many things in my life.”

One participant writes, “This is certainly one of the best courses I have attended for my personal development as well as for my organisation’s benefit.”

Other respondents claimed that they had increased confidence to set out and achieve their goals and their life had increased clarity.

The overall sentiments of the participants can be summed up from the feedback as,‘“Wow!” “An amazing experience” with a “profoundly beautiful effect... ...on my life.”

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6.0 Conclusion

“There is an increase in the confidence of the people who have attended this NLP Business Practitioner training to challenge and use language to create a change in themselves and others.

There is a greater understanding of how people create behaviour and this knowledge and the NLP skills they now have, makes creating change in others easy and quick.

Overall there has been a significant decrease in the time taken for meetings, replying to emails and time spent in clarifying information with others.

For most people who attended the NLP business practitioner course their new skills are sustainable. There have been two NLP practice groups formed within xxxxxx.

The general mood of the xxxxxxxx Community Health Services NHS Trust is positive and resourceful in light of the major changes that are now happening. It is impossible to say if it would have been like this without this training however it is our belief that when we finish this project there will have been a substantial reduction in cost both in time and money and a happy, focused, productive, positive and healthy workforce.”

Fiona Campbell

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0870 380 0823

[email protected]

http://www.fiona-campbell.co.uk