Article - What do they expect?

1. What do they expect?
2. Did you know? Trust fact
3. Books you should read – Trust and Betrayal in the Workplace
4. Something to do – for better Results, Retention and Relationships
5. Featured Client – Listen to PRD Nationwide on how Trust has improved their business
6. Come for breakfast – Tuesday 28 August 2007 – Employing people you can Trust – and Keeping them
7. Special Offer!

1. What do they expect?

We all get upset when we don’t get what we expected. Why? To some extent we were relying on it, whether it is a cab turning up on time, a bonus, a dividend payment, a smile from the girl serving you at your local bank branch.

The bigger the reliance, the more important that thing is to us, the more upset, annoyed, or even angry we get. What happens is our ability to trust that person, that company or that product or service is damaged. What is really scary is that this could be happening to your customers, your employees, your managers, your suppliers, your shareholders.

When expectations are not managed, trust breaks down.

How do you stop it breaking down?

1. understand what your stakeholders expect – ask them, conduct a survey or do a review
2. manage their expectations – if you can’t meet them, have an honest conversation
3. keep checking them – expectations change

2. Did you know?

Highly committed employees perform up to 20% better and are 87% less likely to leave their organisations than employees with low levels if commitment.

Companies with low levels of engagement lost 2.01% operating margin, contrasted with companies with higher engagement, which gained 3.74% operating margin.

Source: VPSCIN

3. Books you should read

Trust and Betrayal in the Workplace – Building Effective Relationships in your organization by Dennis S.Reina, PH.D and Michelle L. Reina, PH.D

This book, in its second edition, explores trust in workplace relationships, how they break down, and the consequences to business. With practical tools to build trust and improve performance, the Reina’s also discuss the importance of managing expectations as a key to building trust.

Buy this book here.

4. Something to do

Test it out for yourself

1. Write down 3 things you think your people expect of you as a leader or manager, and 3 things you think they expect from the company
2. Now – go and ask them what they actually expect!
3. Ask how well you have met their expectations to date
4. Manage any additional expectations they may tell you they have – if you can meet them, great, but if you can’t, have an honest conversation with them.

5. Featured Client – PRD Nationwide Canberra

	PRDnationwide Canberra Central (formerly Leader Real Estate) took the plunge and learned about trust and how it can improve their business. They ran the Entente Trust Survey in October 2006. Listen to Gabriele Hume, General Manager, talk about how they have benefited from understanding and actively building trust.

6. Breakfast – come and join us

Employing people you can trust – and keeping them
Tuesday 28 August 2007
7.30am for 7.45 start to 9.30am
(Breakfast provided)

Are you hiring people you like, or people you can trust? Did you know there was a difference?

A survey of 444 companies has found that bad hiring decisions have resulted in lower morale (68%), decreased productivity (66%), lost market share (54%), higher training costs (51%), and higher recruitment costs (44%).

Source: Right Management

According to Management Today (July 2007 issue), two of the Top Six management issues from the AIM survey were:

Finding and Appointing Talented Staff (Issue 3)

Retaining Staff (Issue 6)

At this breakfast, Vanessa Hall, Founder and Director of Entente, will explore the issues of looking for the right people for your business, and give you practical guidance on how to employ people you can trust, and keep them. This is to be followed by a Panel Discussion, with the following experts:

James Adonis - Author of 'Love Your Team: How to halve your employee turnover in less than 90 days!' , and author of the People Management chapter of Vanessa's upcoming book 'The Truth about Trust - in business'. James is Australia's expert on employee engagement and will share insights on what you can do to keep your people performing.

Leonie Calhoun - One of Entente's Accredited Consultants, Leonie has an extensive background in the Recruitment Industry and will talk about some of the pitfalls of recruitment and what you can do to avoid them.

Kate Witenden - HR Partner for Fujitsu, Kate is responsible for over 900 staff and will share some of her insights into the challenges of hiring and keeping the right people.

Click here to register your attendance now.

Special Offer – closes Friday 10 August 2007

Wouldn’t you love to know what your employees expect of you?

If you rated the level of trust in your business from 1 – 5 with 1 being low and 5 being high, what do you think it would be?

Find out – and know exactly what you need to do to build trust!

Choose from:

Workshop – Employing people you can trust – and keeping them. This one day workshop will:

• flush out what people expect and need from you as a manager, and from the company
• give you strategies to manage expectations of new and existing employees
• give you a new and effective way to have open, honest conversations with your people
• help you understand why people leave, and what you can do to keep your good people

Survey – the Entente Trust Survey

This survey measures the levels of trust your people have in the following categories:

• Leadership
• People Management
• Marketing and Branding
• Sales
• Customer Service
• Compliance and Governance

Our easy to read, effective reporting will show you where trust is strong and where it is breaking down.

The sessions we then run with management and with your people will get everyone engaged in choosing what needs to change and when.

If you book before Friday 10th August, you will save 25% off the normal pricing.

Call Vanessa Hall on 02 9290 8592 for more information.