The BP Group CPP Professionals and CPP Masters out there will know the importance of language in our Process transfromation and Outside-In programmes. In fact our referenced work, Robert Dilts, 'Sleight of Mouth' is an excellent primer for those seeking to help colleagues understand the need to reframe towards a customer centric view of the world.
Here is another perspective that might help offered by a global leader in cognition and NLP, Steve Andreas (he's the tall guy on the left of the picture)An example of the impact of nonverbal (tonal) qualities of a message.
Recently I sent a note to some colleagues mentioning that I had noticed that some people—more often women—ended a sentence or a phrase with an upward inflection that usually indicates a question. I asked if anyone had an understanding of this, since I didn’t want to rediscover something that was already understood. I got the wonderful response below from a linguist who asked not to be identified:
Read the full story at Steve's blog at http://bit.ly/dzYdcY
