Business Performance Pty Ltd

eNews May 2013

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Welcome to our new and existing subscribers to our Business Performance eNews. In this issue, we continue our theme on the role of trust in progressing change in our organizations. Change management expert, Joan Dobbie, follows on from last month's article with an examination of the nature of trust and how it impacts change efforts.

Research indicates that people who take an optimistic view lead more successful and happy lives. This is true in sales and every other aspect of business and personal life. In our second article, Terry Paulson takes us through the attitudes and behaviors that make optimists so successful.

Plus, we introduce you to our coaching and communications expert, Jennifer McCoy. Find out what Jennifer is up to in Meet Our Expert of the Month.

Joan Dobbie photo

Why Trust Is Important for Your Change Strategy

by Joan Dobbie

In my article on Organisation Change's Magic Ingredient: Trust, I looked at the importance of trust in successful change programs and at the impact of low levels of organisational trust. In this article, I will discuss what trust is. How is it developed or destroyed? And what are the implications for organisational change?

We all intuitively know when there are low levels of trust in an organisation and when it's high. But what does it really mean? In essence, trust is a willingness to be vulnerable to another, based on the expectation that the other will meet their commitments, regardless of the ability to monitor or control that other party.

Trust relies on two elements:

  • credibility, or the perception that you can do what is required, and
  • integrity; that you will do what you say.

Organisational trust exists when employees trust an organisation's leadership team to act competently and in the best interests of the organisation. Thus, trust in the organisation's leadership develops when they are perceived to be credible and seen to act with integrity.

It is often believed that trust is something you either have or don't have; that it is an innate personality trait. But, in his book, The Speed of Trust, Stephen Covey says, " is not some soft illusive quality, that you either have or you don't; rather trust is a pragmatic, tangible, actionable asset that you can create." Put simply, trust is developed when you do what you said you would do.

Organisational trust develops when there is consistency between the organisation's words and actions and when the organisation's leaders demonstrate credibility. Open, honest communication is one of the keys to building trust.

Organisational trust is damaged when leaders fail to act with credibility and integrity. Often called "toxic management behaviours", micromanagement, lack of communication and inconsistent decision-making are all trust breakers. Often, this is unintentional. Decisions are poorly communicated, resulting in misunderstandings. Changes aren't well planned and communicated. The rumour-mill knows more than the employee's direct manager. Leaders are good at "talk the talk" but fail to "walk the walk", generating inconsistency between the messages and the actions.

Continue reading the full article on the nature and impact of trust.

Managing Change in the Workplace guide and workbookIf you or your managers are struggling with bringing about change in your organization, then check out our Managing Change in the Workplace. This acclaimed resource will guide you through every step of the change process with a wealth of worksheets, checklists and tools. Supplementing our hands on approach is our unique change process model that makes sense out of the seeming chaos. Download the free introductory chapter and start using Managing Change in the Workplace today!

"To date, Managing Change in the Workplace is the best resource I have found anywhere to help me do my work. I am more confident when I approach assignments now than I had ever been before. I would recommend the guide to anyone involved in change management without any reservations."

Cindy Emmanuel McLean, Change Management Consultant

Terry Paulson photo

Optimism Tips to Help Drive Sales Results

by Terry Paulson Ph. D., CSP, CPAE

Optimists don't expect life to be easy in a difficult or a good economy. After all, earning success in sales has never been easy. Results earned are achievements appreciated. Because of their track record of overcoming obstacles, optimists are realists. They face their problems head on and get busy solving them on their way to driving positive results. They've done it before, and they know they can do it again.

Wouldn't you rather be an optimist than a pessimist? It's time to sharpen your attitude, your skills, and your positive focus. It's time to deliver results without excuses by claiming your own optimism advantage! Master these practical strategies that will help you deliver the results you want. What are you waiting for? Start using these tips to control your attitude and claim your optimism advantage:

Claim the power of a mission based on service and integrity. Nothing is more motivating than driving a meaningful mission that provides true value to your customers. There is an added benefit; when you serve, you are served. You can't sincerely serve others without helping yourself. Whether you're offering a smile with an encouraging word, going the extra mile to go above and beyond what you promised, or providing exceptional service in any way, you reinforce your own optimistic attitude and personal satisfaction when you make a difference for others. Trust is a fragile commodity; serve and live your values every day with every client. What can you do today that would make your customers brag about the service you provide?

Turn adversity and setbacks into a search for opportunities. Identify and argue with your own negative beliefs that stop you from achieving success. When struggling with catastrophic thoughts that "everything is going wrong," think of these thoughts as if they were being said by some external person whose mission in life is to make you miserable. Actively dispute those thoughts because most negative beliefs that follow adversity are inaccurate. You can reframe adversity with a simple question—"In five years, will this matter?" Then get busy turning your setback into a stepping stone for better results. After all, if ruminating about adversity doesn't lead to an action you can add to your to-do-list, set it aside and get busy doing something that does.

Continue reading all 12 optimism tips.

Meet Our Expert of the Month - Jennifer McCoy

Jennifer McCoy

This month we proudly feature Jennifer McCoy. Jennifer specializes in leadership coaching and offers helpful strategies to enhance the overall productivity of relationships and results for managers and team leaders. She can help you with improving communication, giving feedback, holding difficult conversations, challenging staff to higher performance and motivating teams.

Jennifer explains her approach, "One of the most overlooked communication skills is that of building collegiate relationships. All too often, people struggle with problems, afraid to voice their concerns because they fear ridicule from their colleagues. If all team members understand how to support each other, using collegiate coaching strategies, trust is built, communication is opened and the potential for both staff and business is unlimited."

Jennifer's programs, Coaching Skills for Workplace Leaders and Collegiate Coaching at Work, lay the foundations for effective communication for team leaders, managers and their staff. Jennifer is also currently teaching Conflict Management for the Australian College of Applied Psychology. Contact us today to find out more about Jennifer McCoy's coaching skills program or how she can help you with your business.

Business Performance Team

Meet the other members of our expert team of professional consultants, trainers, facilitators and coaches. Whether you need help with your current issues or a future project, our experts are ready to assist you in a variety of specialized fields.

New Articles

Check out our recently released articles on managing change, advancing your career, writing compelling articles and thinking strategically.

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Visit our web site at for lots of expert guidance and practical tools designed to help you get ahead of your competition. Also, be sure to pass this newsletter on to friends and colleagues who want to stay up with what's on. From all of us here on the Business Performance team, we wish you a productive month and look forward to communicating with you again soon.



In This Issue
Why Trust Is Important for Change Strategy Optimism Tips to Help Drive Sales Results Meet Our Expert of the Month New Articles
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