ENPs - What are they?

1. The 3 components of trust you need to know - ENPs
2. Did you know? Trust fact
3. Books you should read – The FIVE Dysfunctions of a Team
4. Something to do – tips for thinking about trust and its benefits
5. Featured Client – Listen to Storage King on the Trust Survey
6. New Accredited Consultants – Introducing members of the Entente Community
7. Open Workshop – Tuesday 26 June 2007 – Laying the Foundations – Leading with Trust

1. The 3 components of trust you need to know

Following on from our last newsletter (read ‘What is Trust’), we’ll now talk about the 3 core components of a trusted relationship.

Each time we go into a relationship or an interaction with someone or something, we have a set of expectations about what that relationship or interaction is going to be like.

For example, when I turn up for my first day in a new job, I have a set of expectations about what that job is going to be like, what the company is going to be like to work for, what the team dynamics might be, and so on.

These expectations come from a range of different places, including what was outlined in the job ad, what I was told in the interview, what the company website said and my own previous experiences.

We also all have a set of needs, which actually drive us into the relationship or interaction in the first place.

In the example above, I would have a need for basic things like a salary, but also for things like recognition and reward, a sense of belonging, a sense of security – we use Maslow’s Hierarchy of Needs when we talk about the type of needs we all have.

The third component of a trusted relationship is the promises that are made to us by the other party. These could be implicit, such as promises embedded in a brand, and explicit promises, such as those written into contracts.

In our example above, the company has made promises to me about remuneration, the actual position and what support I will get, the other benefits available to me, and the company has made promises via its website about its values, what it stands for, what its customers say about it, and so on.

Our decision to trust people, companies, products and services is based on these three core things:

• Expectations
• Needs
• Promises

We call them ENPs™.

The interaction of these three things is critical to our ability to trust.

What happens when these things fall out of balance? We’ll explore in the next newsletter!

2. Did you know?

In a study by Watson Wyatt in 2002, it was found that companies with HIGH TRUST levels generated total returns to shareholders at almost THREE TIMES that of companies with LOW LEVELS of trust.

Source: WorkUSA® 2002 - Weathering the Storm: A Study of Employee
Attitudes and Opinions

3. Books you should read

The FIVE dysfunctions of a TEAM – A Leadership Fable by Patrick M Lencioni

This New York Times Best-Seller outlines 5 things that cause dysfunction in teams at work. The core fundamental that underpins all others - TRUST

Buy it now from leading bookstores, or online here.

4. Something to do

Have a think about what you actually expect and need of your company, manager, and/or employees.

Write a list of them in 2 columns headed ‘Expectations' and ‘Needs'.

Now have a think about what you have promised your company, manager, and/or employees.

Write a list of them under the heading ‘Promises I've made'.

Reflect on these ENPs for now – if you want to understand more about them and their role in relation to trust, call Vanessa Hall on 02 9290 8592, or email me at .

5. Featured Client – Storage King

	Storage King conducted the Entente Trust Survey across its Australia and New Zealand Operations in November 2006, and have completed the debrief workshops to identify issues and begin action planning to build trust.
	Listen to Daniella Zuchetto, Human Resources and Training Manager for Storage King talk about the Entente Trust Survey.

6. New Accredited Consultants

Entente would like to introduce you to our most recent Accredited Consultants. These people have attended a 2 day workshop and completed an assessment to become accredited in Entente’s Trust Model, Simulator, Survey and are ready to help you build trust in your business.

Welcome:

Rod Andersen – Laminar
www.laminar.com.au

Anthony Bonnici – Move Mountains
www.movemountans.com.au

Sandra Hewlett

Steve Maconachie – Management Mentors Coaching

Rhonda Munro – Munro & Associates

Linda Thackray – Polisolutions

Sharron Spratt – The Institute of Effective Training
www.instituteoftraining.com.au

You can find more details on these consultants on the website www.entente.com.au.

7. Open Workshop

Laying the Foundations – Leading with Trust
Tuesday 26 June 2007
7.30am for 7.45 start to 9.30am
(Breakfast provided)

If you are leading without trust, you have the toughest job on earth!

Your success as a business leader rides on your ability to build and maintain trust with all your stakeholders.

Your failure is immanent if you ignore the critical role that trust plays on a day to basis in your business.

‘As you go to work, your top responsibility should be to build trust.’ Robert Eckert, CEO, Mattel

Vanessa Hall, Founder and Director of Entente and Thought Leader on Trust, will give you practical guidance on leading with trust in your business. This is to be followed by a Panel Discussion.

Click here to register your attendance through our secure payment system now.