ENVIRONMENT
❏ I will check that all emails I send have the effect I want.A company has everyday behavior that is characteristic of the
company as a whole or of departments and teams within the
company. For example:❏ The sales support team handles customer queries
efficiently and promptly.
❏ Staff keep you waiting and blame others in the company for
any mistakes.
❏ Employees in the company take initiatives and make
decisions on the spot.Behavior can also be represented in the style of development
plans the company sets itself:❏ We will respond to phone calls within three rings.
❏ We will build quality into everything we do.
❏ We will empower people to make their own decisions.
❏ We will update our web pages every day so that they are
always current.It is as important to know how to be specific with our
behavioral plans as it is to know when and how to “chunk up”
to the higher levels for strategic or negotiating reasons. What
is most important is to know the difference between the two
kinds of levels. The temptation for many people is to explore
the content, which is typically the behavioral content, of what
is being said or of what is happening.Finally, our environment defines the contexts in which we
demonstrate all of the above elements. Environment refers to
everything “outside” ourselves: the place we work, the economy,
people around us, our business, our friends and family, our
customers, and also includes what we wear. What we think about
as being in the environment is also a measure of how much we
take responsibility for what happens to us. For example:❏ If we say “It’s a tough world out there,” this suggests that we
put some of the power and influence outside ourselves.220 NLP AT WORK