That’s Enterprising

June 2015 Volume 3, Issue 8 Enterprise Facilitation and Business Incubation in Saudi Arabia

Inside this issue

Cover Story: Enterprise Facilitation and Business Incubation in Saudi Arabia ………...... 2  AIEF President’s Message ……..…4  AIEF Member Wins Business Excellence Award ...... 5  Something to Say? ………………...6  Inventors and Inventions ………….7  Leadership in Marketing ……….....8  Enterprise Facilitation and Business Coaching ………………………...... 9  Write it Down ………...... …...10  “Look Inside” Business Book Review …………………………...11  Group Coaching ……...... 12  10 Tips to Encourage Employee Development …..…...... …13  Three Quick Ways to Increase Profits ……………...... 14  Customer Service Comes Naturally to Some...... ……………………15  Improving Workplace Health ...... 16  Leading Your People as a Coach ...17  Holistic Treatments in Business - Part 1 ……...... …...... 18  Let’s Talk About Trust …………..19  About Peter Drucker ……………..20  AIEF Board Member Profile - John Bailey …………………………….21  AIEF Board Members ……...……22  About the Institute ………….…23

Australasian Institute of Enterprise Facilitators www.aief.org.au [email protected] 1 Enterprise Facilitation and Business Incubation in Saudi Arabia

Since then CREEDA was recontracted annually; conferences are hosted John Mercer is an AIEF Founder for a further five years and recently an Member and past Board Member with once a year; and an angel additional two years to provide investment network have been continuous membership since 1997. He consultancy services to assist the was Secretary from 1999 – 2001, Vice formed. further development of business President from 2001 to 2008 and AIEF incubation in the Kingdom and provide Knowing oil is a finite resource; representative on the SEAANZ Board KACST and BADIR with strategic Saudi Arabia is serious about from 2005 to 2007. John was awarded advice and incubator capacity building diversifying the economy and is the AIEF John Bailey Award for support. My wife Yvonne and I has well on the way to the goal of Innovation in Enterprise Facilitation in been the resident in the Kingdom since establishing 80 technology 2004. The following is an article 2008. As resident consultant incubators as a part of the strategy provided by John. to become a knowledge based I am supported by CREEDA Managing economy. Australian’s helping the Director Julian Webb and various establishment and growth of international Associate Consultants Performance is reviewed annually Business Incubation in Saudi who visit Saudi on a regular basis. by a panel comprising Dinah Arabia. Adkins (Emeritus President NBIA), During our contract we have seen the Julian Webb (CREEDA Projects From 1993 to 2008, I was the BADIR Program for Technology Manager of the Snowy-Monaro Incubators came into being (www.badir.com.sa/en) which includes P/L) and a Saudi National, with a Business Enterprise Centre in view to continuous and steady Cooma. Since 2008, I have worked ICT, Advanced Manufacturing and with CREEDA Projects Pty Ltd., Biotechnology incubators and an improvement. Australia who won the contract to set accelerator, with more incubators on up the first ICT technology incubator the way in other sectors; a national In 2013 the impact of the first 3 in Saudi Arabia, for the King incubation policy has been created; support is provided to other BADIR incubators from 2009 to Abdulaziz City for Science and 2013 was analysed by Booz & Technology (KACST), the main organizations to establish incubators in body responsible for research the Kingdom. Company, CREEDA Projects and funding in the Kingdom. Oxford Innovation. The results are The Saudi incubation network is up impressive. This contract completed in 2010 and running; incubator management training is conducted regularly; when the incubator transitioned to Continued next page local management. performance is formally reviewed

Australasian Institute of Enterprise Facilitators www.aief.org.au [email protected] 2 Continued from previous page Business Incubation in Saudi Arabia Achievement Criteria Key Insights s Number of jobs created per incubatee is comparable Employment 1,077 jobs to benchmark incubators Creation created Cost per job created is decreasing but is still above benchmarks (approximately double)

29 BADIR incubated clients and graduates valuated SAR 85 Million Value through one of 3 methodologies in portfolio Creation SR 3 Million average value of a BADIR incubated client value or graduate company Julian Webb, Sultana bin Saleh bin Sultan SAR 167 (BADIR PMO Director), Dinah Adkins 0.0064 % contribution to relevant-sector GDP (Emeritus President NBIA) and John Economic Million 11% growth in GDP contribution since 2011, increasing Mercer, flying back from Jeddah during the 1 2013 BADIR Annual Performance Review Impact economic trend expected to continue contribution SAR 128 Notes: 0.9 cumulative investment leverage Access to Million funds 1. to convert to AUD multiply the SAR 36% annual growth since 2010, with increasing trend Financing secured by figure by 0.345 (as at 11/6/15 expected to continue 2. investment leverage is the ratio of incubatees cumulative incubator funding to the Incremental change and reform is the On a personal note previously my funds secured by incubatees, including norm in Saudi Arabia. This isn’t to say it wife Yvonne and I had spent our equity, grants, loans and self- is always easy. The business ecosystem early married years from 1978 to investment is not ideal, segregation of males and 1988 living and working in Dubai Some of the client successes are: females can be a headache and BADIR and the Sultanate of Oman. We feel  Mekshat a social media site for desert itself is transitioning from KACST, a privileged to have been offered the government body, to Teqnia an excursions, www.mekshat.com/vb/ In chance to spend our later years autonomous government owned venture from 2008 until a planned 2017 in 2011 alone, it received 210 million capital company, a process which is Saudi Arabia. visits to its online site. bound to have its teething pains.  ACE Biotech, reagent manufacturing, We have been given the www.acebiotech.com/en_default.aspx Fortunately serious and strong opportunity through our 4WD trips  Yatooq automatic Arabic coffee commitment from government and great and camping expeditions to see a young Saudi staff to work with makes it considerable amount of Saudi machine manufacturing, all very satisfying. KACST are planning Arabia. We have experienced its www.yatooq.com/ to commit funding over the next five magnificent landscapes of deserts, years to extending the BADIR network dry river beds, hills and mountains It’s an exciting place to work. When we of incubators across the country to 15 as and its flora and fauna. We have first started I remember Julian and I were well as providing funding for 25 been privileged to share amazing often the only people left in the building at university incubators. KACST are in the Saudi hospitality as well see some 6.00pm and we conducted training with process of design for the national of the developed and undeveloped men in the front of the room and women at headquarters for BADIR in Riyadh that archaeological sites, many pre- the back behind a screen, watching and will incorporate ICT, biotechnology, Islamic and historical landmarks. participating by video. These days when I advanced manufacturing and energy leave, at say 7.30pm, there are generally incubators with 33,000 m2 of floor space John Mercer some enthusiastic BADIR staff still and 11,000 m2 of car parking on a site Executive Consultant, working and we have mixed training adjacent to KACST that is due for King Abdulaziz City for Science and sessions.” construction completion by 2017. Technology, BADIR Program

Australasian Institute of Enterprise Facilitators www.aief.org.au [email protected] 3

Message From the AIEF President

It was less than six months ago that I they are masterful at assisting you in The Australasian Institute of attended a seminar in New Zealand revealing the very core Enterprise Facilitators (AIEF) was which focussed on the paradigm shift interpretations and beliefs that support founded in 1997 as a result of the in business models which are now each and every aspect of your life recommendations of the Industry almost a feature of everyday life. remaining unfulfilled.” Task Force on Leadership and Theoretically, individuals who enable, Management Skills. In their report, The main theme that came across empower or implement change are entitled Enterprising Nation, the taskforce recommended that: “…. a was the fact that there is no such called coaches, consultants, leaders, managers, navigators and facilitators. comprehensive accreditation thing as the “typical business” any process be established for small more. Steve Denning, international guru in business trainers, educators, leadership and management believes counsellors, mentors and advisers Naturally, the question was asked that a discontinuous paradigm shift in so as to upgrade the quality of small (and argued) by a number of the management is happening. business advice.” seminar participants: “What is a paradigm shift in business?” and it It’s a shift from a firm-centric view of The AIEF was largely the vision of was explained thus: A paradigm shift the world in which the firm’s purpose Dr John Bailey who became the first occurs whenever there's a significant is to make money for its shareholders, President of the Association and change in the way an individual or a to a customer-centric view of the world now a Life Member. group perceive something, and the in which the purpose of the firm is to old paradigm is replaced by a new add value for customers. The AIEF is the Peak Body for way of thinking, or a new belief. Enterprise and Business Facilitation The shift in management is a shift from and Facilitators. Individuals have their own shareholder capitalism in which the paradigms, or lenses through which Our mission is to be the leader in firm revolves around the manager to a they view the world. Small business, fostering excellence, integrity and customer capitalism in which the firm corporations, community enterprises professionalism in our industry, and revolves around the customer. and other organizations also have to establish and maintain the high ------paradigms regarding the methods by standard of skills required for which they believe their goals will Finally, we wish to encourage more enterprise facilitation. best be accomplished. contributions from the Business and Enterprise Facilitator’s community and The AIEF is an Incorporated As a Business and/or Enterprise industry practitioners to ensure the Association with members drawn Facilitator we are confronted with from many diverse industries within continued success of the journal. this dilemma almost daily; and it is Australia and New Zealand. Authors, reviewers and guest editors imperative that we need to take on are always welcome. the role of a Transformational Coach What unites our members is the in order to empower our clients to common theme that they are all shift their current paradigm to make We also welcome comments and involved (in some manner) in the way for what is desired. suggestions that could improve the facilitation of assisting individuals, quality of the journal. groups and/or communities develop, The Paradigm Shifts Coaching Group start and/or grow business and describes it like this: “A coach is an enterprise initiatives. Thank you. We hope you continue to expert empowering people and find our journal informative. organizations at strengthening Post-nominals for Members of the commitments to their Vision. From Australasian Institute of Enterprise these commitments come actions that Regards Facilitators are (MAIEF) and Fellow produce powerful results. A Dennis Chiron MAIEF of the Institute of Enterprise transformational coach adds a Facilitators (FAIEF) in Australia and AIEF National President New Zealand. unique dimension to coaching in that

Australasian Institute of Enterprise Facilitators www.aief.org.au [email protected] 4 Hong Kong Australia Business Association AIEF Member Wins Business Excellence Award

Textile Clothing Footwear Resource local Media and Buyers utilising Centre of WA Inc. (TCFWA) has Australian models TCF hosted from won the Business Excellence Award Western Australia. at the Hong Kong Australia Business Association - WA Chapter Over the past 17years TCF has Business Awards 2015 (HKABA- facilitated many business WA). opportunities for fashion designers and in the process has also made This coveted award was sponsored many linkages with other Fashion by the ANZ Bank and recognises Industry organisations around the significant achievements resulting globe. TCF is also secretariat of the from plans and actions in the International Fashion Incubator commercial sector to and/or from Network of not for profit fashion Hong Kong SAR/China by an Gareth Arbuthnot ANZ; Matthew Clark incubators. Australian organisation, in any HKABA - WA; Carol Hanlon TCFWA industry sector. In addition, TCF has strong linkages with Hong Kong Trade Development TCFWA / TCF Australia / TCF provides promotional & economic Council Sydney Office and the Hong Global provides support and opportunities for fashion designers at Kong Economic and Trade Office, assistance to fashion, textile, an international level via the Sydney and refers Australian small clothing, footwear, creative Exhibitions and the Buying Missions. businesses throughout the year for industries new and existing small TCF also provide networks for the one to one business matching businesses through business micro-economic development of sourcing linkages and business planning, marketing plans, fashion women staring small sewing contacts. and business skills training, businesses in Asia. mentoring, fashion product Carol Hanlon, CEO of TCFWA said, development, fashion industry TCF has participated since 2002 in “With our very long association with sourcing and links to global TCF many international trade and Hong Kong, TCFWA are thrilled to supply chains. exhibitions in Hong Kong & China win this special award. This win also including Hong Kong Fashion Week, has extra special personal meaning to TCF provides member helpline World Boutique Hong Kong, Gifts & me. I was a visitor at the first ever services and development of Premium Fair Hong Kong, Interstoff Hong Kong Fashion Week held in specialised online industry webinars ASIA Essential Fair Hong Kong, 1977 as a designer of my own and workshops to better equip those Intertextile Home Textiles & Apparel fashion label and since then have operating in the industry, and is Textile Fairs Shanghai, Global China been working hard on developing recognised as a leader and role Sourcing Fairs Hong Kong and the trade opportunities for the TCF model TCF not for profit Industry China International Silk Fair industry between both countries.” organisation across Australia and Hangzhou. overseas assisting small businesses. TCFWA will now represent Western TCF has in the past presented an Australia in the National Hong Kong Since its inception, TCF has been Industry Seminar at Hong Kong Business Association Awards in working closely with various Fashion Week on ‘Doing Business in Sydney on September 18th, 2015 in organisations in Hong Kong and Australia’, hosted numerous TCF the Business Excellence Award. For China to provide opportunities for Information stands at World Boutique more information on the awards Australian Designer Showcases and Hong Kong and staged a number of please see https:// TCF Trade Buying Missions to fashion parades and PR events in www.hkaba.com.au/Calendar.html Hong Kong & China. This also Hong Kong over the years for the

Australasian Institute of Enterprise Facilitators www.aief.org.au [email protected] 5 Something To Say?

Entrepreneurial Personality “That’s Enterprising” is Enterprising Profiling Tools Letters and Article Thanks for the magazine and the info. I find I was interested to see the letter from Contributions from AIEF TE informative and diverse. I particularly Graham Naylor on DISC Personality Members and readers are enjoy reading both the “Inventors and Profile. Unfortunately I had not read Inventions” page as well as “Look Inside”, the article in the previous issue. I did most welcome where I have found some interesting a DISC Profile Assessment back in Please send your letters to reading through your book September 1987 which back then [email protected] recommendations. was accurate but a little limited. The Roy Knight, Director and CEO Franchisor model was initially developed in “A Gentle Clip” 1928 by Dr William Moulton Ningi, Queensland

Marston with its focus on preferred style of decision-making.

I have recently done a Meyers Briggs – MBTI Step 11 Profile survey which can only be accessed through CPP in Melbourne http:// www.cppasiapacific.com. The Personality Assessment instrument was developed by Isabel Meyer and Katharine Briggs, who both worked for Carl Jung and developed it based on his theory of psychological types.

I would recommend anyone who wants a detailed Interpretive Report on their personality to do it. It really requires a psychologist to work through it with you. I was fortunate that our business incubation program in Saudi Arabia had contracted Cheryl Gilroy of People Dynamics, Brisbane, who is assisting us with our organization’s people and organizational development. Cheryl worked through the reports with consultants and staff and just sharing our personality types and preferences with the team has had a remarkable impact on teamwork and leadership.

John Mercer Executive Consultant to the BADIR Program for Technology Incubators Resident Consultant – CREEDA Projects Ltd (Australia) King Abdulaziz City for Science and Technology BADIR Program for Technology Incubators 2191 Abdul-Wahed Bin Ahmed Street Al Nakheel Unit No 1 Riyadh

Australasian Institute of Enterprise Facilitators www.aief.org.au [email protected] 6

Inventors & Inventions

Instant Noodles Water Bed Wetsuit Momofuku Ando Neil Arnott (May Hugh Bradner (March 1910 – 1788 – March 1874) (November 1915 – January 5) 2007 is was a Scottish May 2008) was an known as the inventor physician. of Instant Noodles American physicist at

and Cup Noodles. the University of In 1933, Ando traveled to Osaka Neil Arnott FRS was a distinguished California who is credited with where he established a clothing graduate of Marischal College, inventing the neoprene wetsuit, which company while studying economics University of Aberdeen (AM, 1805; helped to revolutionize scuba diving. at Ritsumeikan University. MD 1814) and subsequently studied A graduate of Ohio's Miami in London under Sir Everard Home After World War II, Ando became a University, he received his doctorate (1756–1832), through whom he Japanese citizen and moved to Japan, from California Institute of where he entered Ritsumeikan obtained, when only eighteen, the Technology in Pasadena, California, in University and at the same time appointment of full surgeon to an East 1941. He worked at the US Naval founded a small merchandising firm Indiaman. Ordnance Laboratory during World in Osaka with the inheritance from War II, where he researched naval his family. “Momofuku" is the After making two voyages to China mines. Japanese reading of his Chinese acting as a surgeon in the service of given name while Andō is a common Japanese surname. the British East India Company (1807 In 1943, he was recruited by Robert -9 and 1810–11), he settled in London Oppenheimer to join the Manhattan He was convicted of tax evasion in where he practised from 1811–1854, Project at the Los Alamos Laboratory. 1948 and served two years in jail. In and quickly acquired a high There, he worked with scientists his biography, Ando said he had reputation. including Luis Alvarez, John von provided scholarships for students, which at the time was a form of tax Neumann and George Kistiakowsky on He gave lectures at the Philomathic evasion. After he lost his company the development of the high explosives due to a chain reaction bankruptcy, Institution published as Elements of and exploding-bridgewire detonators Ando founded what was to become physics (1827). required by atomic bombs. Nissin in Ikeda, Osaka, Japan, starting off as a small family-run He was one of the founders of the After the war, Bradner took a position company producing salt. University of London, 1836. Within a studying high-energy physics at the few years he was made physician to With Japan still suffering from a University of California, Berkeley, shortage of food in the post-war era, the French and Spanish embassies, under Luis Alvarez. Bradner the government tried to encourage and in 1837 he became physician investigated the problems encountered people to eat bread that was supplied extraordinary to the Queen. He was by frogmen staying in cold water for by the United States. Ando elected to the Fellow of the Royal long periods of time. wondered why bread was Society (FRS) in 1838. recommended instead of noodles, which were more familiar to the He developed a neoprene suit which Japanese. From his earliest youth, Arnott had an could trap the water between the body intense love of natural philosophy, and the neoprene, and thereby keep So Ando decided to develop the and to this added an inventiveness them warm. He became known as the production of noodles by himself. which served him in good stead in his "father of the wetsuit.". He retired in The experience convinced him that profession and yielded the Arnott 1980. In retirement, continued to work "Peace will come to the world when waterbed in 1832, which later was the people have enough to eat." both on oceanographic research, as developed into a water-filled chair Australasian Institute of Enterprise Facilitators www.aief.org.au [email protected] 7 Kathryn Rae Senior Manager, Consulting & Solutions 1800 505 529 Email (Click Here)

Leadership in Marketing

I’m sure you’ve been there. Bored lasting relationship with your to tears by someone who only 70% of your posts should be adding consumers. Furthermore, you can talks about themselves, never value through information or build kudos with other community pauses for breath or asks a entertainment. members by showing that you are question, and doesn’t pay attention listening and care about your to the clear signals to ‘please customers. 20% of your posts should be sharing stop!’ other people’s ideas or Facebook posts. Consider commenting on 4. Be human, make it personal. For many years, this was the world other’s posts to add additional No one holds a lasting conversation of marketing – taking the lead and value or build additional with a robot. Personalisation is controlling the communication to credibility critical when it comes to your communications, so it’s essential to target audiences. How things have changed! be yourself. Social media makes it 10% of your posts should be easy to bring your company culture promotional - endorsing products to life through posts, photos and Social media has given over much or announcing upcoming events. of the lead on communications to designs. the customer, converting the role of marketing into prompting and 2. Participate – don’t eavesdrop. However you should still establish participating in a conversation. A conversation is not about sitting guidelines for your team, to ensure silently on the outskirts; you need to that conversations are maintained get involved with comments and within the boundaries of Holding a two way conversation starting conversations. professionalism and reflective of allows you to interact and engage your brand values. with consumers in a direct and responsive way, forging stronger Consider sharing a report you have relationships and also eliciting developed with a relevant 5. Entertain me. valuable insights into your market. community group, or asking an open Ever been stuck in a heavy question about a business problem. conversation with no light relief? Invite customers to join the

Just like the scenario above, social conversation within your own social media conversations are like ‘real media pages, through your emails, Interjecting some entertainment life’ conversations – similar rules events, invoices and other ‘offline’ into your content will break up the apply to ensuring your audience communications. serious content and catch isn’t dying to escape. community attention.

Here are five tips on holding a By adding interesting content conversation with your customers, exclusively to your social media As the forward thinking sociologist in the new age of social media: pages, like weekly offers or video, Marshal McLuhan said, on the

you can quickly generate interest. advent of the television, “Anyone 1. It’s not about you, it’s about who tried to make a distinction them. 3. Openly address the negative. between education and You shouldn’t be constantly Not all of the conversations may be entertainment doesn’t know a thing talking about your company and positive, and there are inherent about either”. products. Not only is that boring, opportunities to engaging in you’re not interacting with others conversations which focus on the In the world of the social media, if you focus only on yourself. negative. that comment has never been more

relevant.  When you’re posting on social By responding promptly to media, think of the 70-20-10 rule: complaints online, you can develop a Cheers!

Australasian Institute of Enterprise Facilitators www.aief.org.au [email protected] 8 Enterprise Facilitation and Business Coaching: Using Constructive Feedback vs. Praise and Criticism

Which is more effective in the best you can do. improving an individual or team’s  Negative feedback: Here are the performance? Jack Zenger and concerns I have regarding your Joseph Folkman in an article in assistance on this project. As I the Harvard Business Review explained at the beginning of the believe that there is an Ideal Praise project, your services were needed to Criticism Ratio using positive to help coordinate the project feedback to let people know when management in terms of keeping they’re doing well, or offering people focused on their constructive comments to help assignments and on the schedule. them when they’re off track? Marty Brounstein I did not see much effort of New research suggests that this is  Praise and criticism are coordination occurring. a trick question. The answer, as personal judgments about a one might intuitively expect, is performance effort or outcome. For example, many of the team that both are important. But the The information given is general members came to me with questions real question is — in what and vague, focused on the person, about assignments and schedule proportion? and based on opinions or feelings. issues, often after they could not get answers from you. Marty Brounstein believes that The following examples help show the One of the responsibilities of difference between constructive Most of the time, I noticed that you Enterprise and Business feedback (either positive or negative) were working on your part of the Facilitators is to give performance and praise/criticism: project, but the interactions with the feedback to employees. others about the overall project and its Performance feedback can be  Praise: You did a great job on that progress were not evident. given two ways: through project. Good work. When I asked you to cover for me at constructive feedback or through  Positive feedback: The three of the meetings, each of the praise and criticism. contributions you made on this meetings ended after a brief time with Don't fall into the trap of giving project were a big help. I noticed no minutes or action items produced. praise and criticism on employee that the work you produced was Delays have occurred in the project, performance. thorough and accurate. In and we'll now require everyone's addition, whenever I needed help  Constructive feedback is attention to get back on track. in coordinating the team and information-specific, issue- managing the project schedule, The two types of constructive focused, and based on you stepped in and covered for me feedback come across as far more observations. It comes in two or gave me assistance, which kept objective, specific, and nonjudgmental varieties: the team and the project on than praise and criticism. Because Positive feedback is news or input schedule. constructive feedback is based on to an employee about an effort observations in specific terms about When team members had issues of performance, it's not a right well done. questions, you were available to or wrong. Negative feedback is news to an help get them answers. Thanks so employee about an effort that much for your contributions in Constructive feedback encourages a needs improvement. Negative helping make this project a discussion after the person gets the feedback doesn't mean a terrible success. feedback. As a result, you and your performance, rather a performance employee can learn more about the  Criticism: You were not much in which the outcomes delivered situation and, if needed, set a positive help on this project. You were should be better. So negative isn't course of action. really ineffective. I hope this isn't a negative word in this case.

Australasian Institute of Enterprise Facilitators www.aief.org.au [email protected] 9 Dennis Chiron Marketing Means Business 0451 184 599 www.marketingmeansbusiness.com [email protected] Write It Down

“When you write down your ideas you Marketing recommend utilizing the 2.When you write down a goal it all automatically focus your full attention following three simple strategies:- the sudden becomes much more on them. Few if any of us can write important. A written goal brings one thought and think another at the 1.Dream Big: Think about what you clarity and focus. It’s a map for same time. Thus a pencil and paper really want, and remember that it is your mind to follow. Clarity is make excellent concentration tools.” your chance to dream – don’t be most important in times of stress Michael Leboeuf afraid to set lofty goals. or failure. Written goals help 2.Solidify Your Vision: Translate your you stay on track during those I have been doing some 60-minute successful vision into actionable times and keeps you from brain storming sessions with a number goals. For example, if your dream quitting. of small business owners over the last is to work for yourself, make 3.Our minds are powerful things few weeks, and they have all started starting your own company your but sometimes it needs to their sessions overflowing with ideas. primary objective. “unload”. 3.Set Benchmarks (and Celebrate It’s very stressful to have to What usually happens in the first 10–15 Reaching Them): Every remember every little thing – like minutes is that they generally talk about successful step in your journey, how many eggs are left in the what started them in business, the however small, should be refrigerator. You become less mistakes they’ve made, and the celebrated. Use small achievements stressed and can think clearly marketing they’ve done in the past. based on predetermined when you can declutter your mind benchmarks to keep your by jotting down what’s on it. Once we have sorted through the ideas motivation high. (and I’ve offered my thoughts) and Feeling relaxed improves your health selected a few priorities, we then It’s a known and proven fact, that by and helps your day to go smoother. develop an Action List, and this is writing down our specific goals this Having it all written down gives you where their future success really will increase our focus, strengthen an overview of what needs to happen begins. motivation, help us come up with a so you can also solve problems faster. strategy/plan of attack to make our When it comes to successful marketing, dreams a reality, engage the right Writing things down serves two you've got to put it in writing. If you resources/support, and they also help purposes: It forces you to flesh out want to understand how important it is us measure our success. your ideas and it serves as a reminder. to write down your thoughts, ideas and Write down everything you need to goals, just consider a study conducted Out of all the areas of peak do to keep your customers happy. on students in the Harvard MBA performance, goal setting is one of the Don't forget to include a budget, a program. The participants were asked if fastest ways to raise the bar and time line and a monitoring and they had clear and written goals for the improve your results. measurement system. future and whether they made plans to accomplish them. Paula McKinney offers these thoughts: Check your time line every week so you don't fall behind. Refer back to Only 3% of the students had goals and 1.Ideas and new goals don’t stay in your marketing plan on a regular basis plans in writing. After 10 years, that 3% your mind for long. – How many --you'll be able to correct small errors earned, on average, 10 times as much times have you had a great idea in before they become major problems, as the other 97% combined. If you want the shower or while driving then and you won't let any of those great to experience the remarkable effects of later try and remember it but can’t. marketing ideas fall by the wayside. putting your goals in writing, Evince  Australasian Institute of Enterprise Facilitators www.aief.org.au [email protected] 10 Look Inside Business Book Review

PURPLE COW GOOD TO Transform Your Business by Being GREAT Remarkable By Jim Collins By Seth Godin

Why Some Companies Make the Purple Cow was itself marketed through Leap...And Others Don't some of the techniques that Godin describes in his book. The first, self- The Challenge published edition came packaged in a milk carton and was Collins earlier book, Built to Last, the defining sold for just shipping and handling charges. The cover is management study of the nineties, showed how great purple and white, and the words are printed sideways. In the companies triumph over time and how long-term sustained performance can be engineered into the DNA book's first two years of release, it sold more than 150,000 of an enterprise from the very beginning. But what copies over the course of 23 printings. about the company that is not born with great DNA? How can good companies, mediocre companies, even Seth Godin is the author of twelve bestselling books, a bad companies achieve enduring greatness? popular blogger and a successful entrepreneur. His books have been translated into more than 35 languages. He founded The Study For years, this question preyed on the mind of Jim Squidoo.com, one of the hundred most popular websites in Collins. Are there companies that defy gravity and the United States. Godin has been a columnist for Fast convert long-term mediocrity or worse into long-term Company and the Harvard Business Review and has given superiority? And if so, what are the universal thousands of keynote speeches for companies, governments distinguishing characteristics that cause a company to and non-profit organizations. go from good to great?

The Standards Godin uses the principle of the Purple Cow to show Using tough benchmarks, Collins and his research team businesses how to leave behind their boring marketing identified a set of elite companies that made the leap to strategies and stand out from the herd. Risky, edgy, and great results and sustained those results for at least enlightening, Purple Cow will stand with Malcolm Gladwell's fifteen years. How great? After the leap, the good-to- The Tipping Point and Godin's other books as classics of great companies generated cumulative stock returns that business innovation. beat the general stock market by an average of seven times in fifteen years, better than twice the results delivered by a composite index of the world's greatest The book consists of general concepts interspersed with companies, including Coca-Cola, Intel, General examples. The argument starts with the presumption that Electric, and Merck. advertising is less effective than it has been, and that the only way now to gain attention in a market is to not only market a The Comparisons product in a remarkable manner, but also to have a The research team contrasted the good-to-great remarkable product to market. companies with a carefully selected set of comparison companies that failed to make the leap from good to Godin gives examples of products and marketing programs great. What was different? Why did one set of that have been remarkable, but indicates that it is no use companies become truly great performers while the copying these directly. He says, "Today, the one sure way to other set remained only good? fail is to be boring. Your one chance for success is to be Over five years, the team analyzed the histories of all remarkable." twenty-eight companies in the study. After sifting through mountains of data and thousands of pages The book ends with a Ten Point Checklist that sets out how to of interviews, Collins and his crew discovered the create a remarkable product. key determinants of greatness -- why some companies make the leap and others don't.

Australasian Institute of Enterprise Facilitators www.aief.org.au [email protected] 11 Dr Tim Baker Managing Director WINNERS AT WORK Pty Ltd www.winnersatwork.com.au Group Coaching www.about.me/tim.baker **Editor’s Note: This article has been re-printed by request

all participants can support and guide What are the Practical each other; in short, they learn from Applications of Group Coaching? each other. They can be done face-to- Editor’s Note: face or virtually. Group coaching takes many forms Dr. Tim Baker is an international and has many applications. Here consultant, successful author, keynote What are the Benefits of Group are some uses of group coaching: speaker, master trainer, executive Coaching?  Cross-divisional teams brought coach, university lecturer and skilful together to elicit culture change facilitator. within the entire organization. In a nutshell, he has conducted over Group coaching benefits you and your 2,430 seminars, workshops and team by facilitating peer learning,  Teams who want to build keynote addresses to over 45,000 commonly referred to as tapping into understanding of co-workers people in 11 countries across 21 the collective wisdom of a group. This business issues and break down industry groups. peer learning is often more influential the silo mentality. "“Dr Baker leads the world in than interaction with an external  Supervisors who want to offering an innovative new approach authority. Consider these benefits: effectively resolve and act on to appraising employee performance.  Many clients find the process common management challenges. His research and energy in the gives participants more time to reflect and integrate their insights.  High potential groups with a specialised field of performance  As some contribute their ideas and key assignment from a senior management is evidenced by his insights, other participants see the executive. international profile as a renowned practical application and are more  Developing common speaker, management consultant and inclined to try these new desirable understanding in a new facilitator". Stephen Hartley, behaviours out. departmental management Australia’s leading expert on project  It is more cost-effective than one- team. management and author of "Project to-one coaching or workshops.  Managers who want some Management: Principles, Processes  Organisations find benefit by additional feedback on their and Practices. opening up communication multi-source leadership report. between silos or group members in  A group coaching program for I'm not sure whether you have had any different parts of the organisation; two teams that need to exposure to group coaching. If not, I group coaching enhances cross- collaborate on a project. wanted to give you a quick overview of functional communication.  Group coaching for emerging this powerful learning experience.  Group coaching sessions create leaders as a follow-on to valuable informal networks across leadership training, with What is Group Coaching? organisations and build natural conversations occurring Group coaching continues to increase in mentoring relationships. monthly over a year. popularity. Essentially, group coaching  Group coaching can also be A group working on a specific brings the coaching conversation into a positioned as a training follow-up, issue, such as continuous small group context. It is an intimate supporting learners with the improvement, that affects everyone. conversation space, focused on goal- transfer and application of their setting, deepening awareness around key learning, creating an on-going In sum, group coaching is a highly issues, taking action, and accountability. accountability structure. effective process, with a broad Size of groups should not extend to  Group coaching is an on-going scope of applications, that draws on more than 15. Most groups are much conversation, which supports the collective wisdom of the group smaller, particularly those in the virtual desirable organisational change. to guide and inform practical environment.  This process often deepens learning and facilitate common organisational values and culture. understanding. They are not workshops with the focus It helps with establishing on a trainer and set content. Group organisational priorities and managing If you are interested to learn more coaching is the opportunity for the coach time. about this, please contact me. to facilitate an interactive process where  Australasian Institute of Enterprise Facilitators www.aief.org.au [email protected] 12 Geoff Butler FAIM AP, MAITD MACE Principal/Business Improvement & Implementation Specialist Business Optimizers Mobile: 0414 943072 Fax: 3036 6131 Email: [email protected] Skype: business.optimizers1

Top 10 Tips to Encourage Employee Development The cost of bad management to all development, but also why it is crucial development options such as business is enormous, and is often to their future in the business. courses, workshops, online research, overlooked by most business owners. 1.Tell them. Employees need to hear learning from others and on-the-job As Tom O’Toole, the infamous that it is their own responsibility to activities. Beechworth Baker says, he sees the develop their skills and competencies. 7.Diversify. Encourage the biggest problem in his business every Too many organizations don’t correct employee to construct a development morning when he has a shave. That the mistaken perception that it is the plan that includes different avenues doesn’t mean he’s a bad manager, far organization and/or the manager’s of learning: self-study or reading from it, but he recognises that he responsibility. Put this in writing and as booklets or books, learning from must constantly work to develop his part of the annual review process. others such as shadowing or own skills if he is to inspire his entire 2.Structure the annual review so that interviewing experts in the team to do the same thing. the second half is focused on personal competency, on-the-job activities to development for the future (not just past build strength and outside pursuits. Recent statistics indicate that the five performance). 8.Share the plan. Encourage the major traits that employees find 3.Target 1-2 areas. Help the employee employee to share his/her incredibly demotivating with their pick 1-2 competencies to develop over development plan with peers, family manager, and those that are most the next review period. Having too and other significant others to get likely to cause them to seek many goals tends to block progress; it is frequent feedback on progress from alternative employment are: better to focus on very few development multiple sources. goals if you want to encourage real 9.Find an accountability coach. 1. Fail to inspire; growth. Check in with the employee 2. Accept mediocrity; 4.Tie development goals to work regularly (perhaps monthly) or 3. Lack clear vision and direction; goals. That is, how will growth in a assign an “accountability coach” 4. Unable to collaborate and be a competency such as stronger project who will do this to keep the person team player; and management skills support the on track and meeting developmental 5. Fail to walk the talk. employee in achieving set work milestones. objectives? 10.Reward progress whenever you Clearly, for us to inspire our staff and 5.Concrete plan. Once a development see it. For example, if the employee build their ownership in the vision for goal is set, get commitment to real steps is working on improving his/her the business, we need to ensure they to achieve that goal. Templates with communications skills and you hear see their part in bringing the vision to columns for dates, actions taken, or see new and positive behaviours, life. They need to understand how resources, and who will support the tell him or her as soon as possible to personal development will be employee each should be completed and reinforce improvement. necessary to make sure they not only referred to frequently. have a job now, but also a career with 6.Provide resources for employees to All of the above won’t ensure the company into the future. access when creating their personal success for any enterprise, but it will development plan; that is, booklets such certainly give you the best chance of Here are some tips on how to build as the Rapid Skill-Builder series that are developing the best and most pride and direction within each staff short, work-oriented and include forward looking team to help you the member to ensure they not only checklists and templates. These self- many challenges we face every day understand the role of personal study resources support other in business.  Australasian Institute of Enterprise Facilitators www.aief.org.au [email protected] 13 TimeEqualsMoney Angie 'Speedy' Spiteri Business Efficiency Specialist www.timeequalsmoney.net.au Ph: 0403 970 732 http://www.facebook.com/time.equals.money 3 Quick Ways to Increase Profits A few weeks ago we had an taking the right approach with unexpected extended holiday in Bali them. because our flights were cancelled due to volcanic ash. He smashed his monthly target and still boasts there isn't a target he When we got back I started the can't hit. Do you have systems in process of putting in an insurance place to ensure you build claim. Which was easy. Ten days relationships, follow up and later our insurer offered a third of What helps you do this easily and deliver?? what I expected back. I identified easier? Systems. the problem, called them and got it Do you use your systems to the fixed. Not so easy! They don't have to be expensive, extent that you could do? they don't have to be complicated… … Meanwhile, our modem died. So but they need to be in place so you Do your people know how and I called and ordered a new one measure the right things, eliminate when to use them so that you can which was to be delivered in 5 waste, automate what you can and improve customer satisfaction and working days. Easy. ….6, 7, 8 work out how you are going to do the increase profits? passed, no modem. Another call I rest. didn't want to make. "You cannot improve what you do I was engaged to coach a fellow new not measure" William Edwards Not so easy AND not off to a good to sales who was having trouble Deming start. Meanwhile, I read in the Perth hitting his monthly target. When I Business News that a few retail got to his office I could instantly see Reviewing your systems for ease is shops have closed in Subiaco and he had no systems. So he was always a continual process. Get a fresh set Claremont, and I think about all the on the back foot. Lurching from one of eyes on the process and find out coupons/deals I've bought online… tender request to the next. what do you need to measure and and how NOT ONE retailer has what systems could be put in place EVER contacted me with a follow Never having enough time to build to save time and increase up offer. relationships or follow up tenders efficiency. What a waste!!! submitted. Getting involved in customer order rather than moving Download Free Video: Systems that Three of the easiest ways to increase them onto the areas that needed to help you create profits: Tools and profits are: deal with them. Reacting to what was systems every business needs to coming up rather than strategically delegate, streamline supercharge 1. Sell again/more to people who using his time. productivity have already bought from you http://systemstoprofit.gr8.com/ Together we worked put in place 2. Follow up/stay in touch with systems to regain control, build **Angie Spiteri is a highly sought people who are interested in relationships and hit his goals easier. after speaker, author and buying from you The systems helped us work out, was consultant. 3. Do what you say you are going he doing enough proactive action, To connect with Angie visit to do. Make it easy to do with the right people… was he www.timeequalsmoney.net.au business with you. offering the right solutions and Australasian Institute of Enterprise Facilitators www.aief.org.au [email protected] 14 Peter Nicol Wisdom Marketing & Management Services 0417627097 www.wisdommarketing.com.au [email protected]

CUSTOMER SERVICE COMES NATURALLY TO SOME BUT IT’S NOT LUCK

I have just had a week away and it was and that the experience I had in the nice to sit around and do very little at store was just exemplary. I asked the beach. I had time to do a bit of if they trained her and was shopping for myself and enjoy the delighted to hear that she was. numerous coffee and cafes on the Coast. It seems there is an induction period as many of their products I have planned another hiking holiday are very technical and people need and took the time to do a bit of to get the right gear as, they are in shopping for this trip that requires a bit the main going to be in hostile of specialised gear. Being a novice at www.socialmediatoday.com environments. So it is vital that hiking, I found that the world of hiking customers get what they want. is not about a good pair of joggers and The staff were just so helpful and a cap. It is a whole industry with an knowledgeable. They said that some The training pays off of that I can avalanche of products for the newbie things I had looked at were NOT for attest. I was able to get all my and veteran hiker. me and others that I had overlooked needs fixed easily and with were just right and they were. I hung courtesy. So, I found myself in the Kathmandu on to Antarctic coat. stores and, as luck would have it there I now look a little like Jungle Jim was a sale on. Never put a man with a I rarely enjoy shopping and do not like with all my new kit. However, I new hobby near a store that has all the to muck staff around but, when I am have experienced for the first time needs he thinks he needs! buying I am happy to listen and, take in a long time a really first class the time needed to get what I want. I degree of service. I had been to one of their stores in came back to where I was staying and, Toowoomba and was blown away at found to my dismay that a few things When you work for yourself and the advice, product knowledge, and that I had picked myself were in fact have no employees it is easy to genuine desire to give me what I too small. give good service, as it is in your needed and not what I thought I interests to do so. But when there needed. I rang and asked if I could come back are staff involved in remote sites it and replace them. Not a problem. I is good management that makes On my holiday I found myself in went back and did that and, saw the staff feel dedicated to good Byron Bay and as if by some magnetic another few things that I liked that customer care. force my car parked right outside the added to my bill. Kathmandu store. Yup in I went. The Every day we shop at stores like sale was still on and the deals were just Yet, the transaction was just so well this and see varying degrees of amazing. done with the young woman and man service. Some of it is good some who were helping me doing all the of it is woeful. When it is just right I went a little over the top and got a bit adjustments on the transaction being then it is truly a great experience. more (well maybe a little bit more than so very helpful. a bit more!) T-Shirts, Coats that can Have you got your customers work in the Antarctic (never been there I said to the young woman that I was feeling like that after dealing with but, be prepared as they say). involved in Small Business Training you?

 Australasian Institute of Enterprise Facilitators www.aief.org.au [email protected] 15 Denis Keating; Everest Resources Brisbane, QLD HR and WHS Protection for Your Business

Mobile: 0419 029 606 Fax: 07 3112 4072 Email: [email protected] Web: www.everestresources.com.au Skype: denis.keating1

Improving Workplace Health

When we talk about Workplace Health The challenge is to break up the periods Stress and Safety (WHS), we very often of sitting into smaller timeframes, which Reduce stress in the workplace – focus almost completely on safety to may require managers and workers to co- happier workers are more productive the exclusion of health. In this article I operate in developing work strategies and and less prone to poor health and time will explore some aspects of practices that allow for a variety of off. There are many aspects to this, workplace health, particularly in positions and activities. much of it psychological – provide office environments, and provide some strong leadership, clear simple strategies designed to improve Sit/stand workstations enable workers to communication of expectations, the health of your workers, for their alternate between sitting and standing, effective work practices and a positive benefit and consequently yours. but care must be taken to ensure that we culture. don’t just move from sitting all day to Times change and we now understand standing for prolonged periods, which Employee wellbeing, productivity and that smoking in the workplace, also has adverse effects. The idea is to creativity are also enhanced when including passive smoking, affected have frequent changes – sitting, standing, natural elements including natural light, fresh air and pot-plants are part the health of generations of workers, walking. of the work environment. Open the and as a society we undertook reforms curtains, open the windows and to smoking practices that have Try having meetings standing up or even introduce plants to the office! improved the health of the current walking around, and break up longer generation of workers. meetings with the chance to stand, stretch The use of essential oils such as and walk. Encourage exercise during Peppermint or Lavender, may provide Now we have new challenges to meal breaks, and allow for enough health benefits to combat mental and consider including: flexibility so that, for example, workers physical fatigue and stress. They can can go for a run or to the gym at be used aromatically by means of a  The effects of a sedentary lunchtime. diffuser in the office to create a pleasant and effective aroma. occupation / lifestyle

 Stress due to overwork, deadlines Water Nutrition to meet, poor culture, etc. One of the simplest but most effective While it is difficult to control what strategies to assist with the improvement  Hydration / nutrition deficiencies your staff are eating and drinking, the of employees’ health, is to encourage encouragement of good habits The adverse effects of sitting them to drink lots of water. In itself, (including setting a good example) has Various recent studies have water is good for the body. health spin-offs that benefit employers highlighted the growing body of as well as employees. evidence that prolonged sitting is bad However, don’t let them have the water for human health, including increased Even something as simple as providing at their desk, but insist that they go to the risks of heart disease and diabetes, a supply of fresh fruit in the lunch- water-cooler or tap. This means that they with the consequent disabling results room sends the right message. Look and the chance of early death. The have to get up from their desks. And if for opportunities to promote a healthy average person spends half their day they drink lots, they will also have to get lifestyle among your employees and sitting, whether it be at work, up again to go to the bathroom! Simple your workplace will be the better for commuting or at leisure. but effective! it.

Australasian Institute of Enterprise Facilitators www.aief.org.au [email protected] 16 Andrew Csaszar AUROPE Enterprises 0402942402 www.aurope.com.au [email protected] projectnumberone.wix.com/project-no1 projectnumber1.wordpress.com Leading Your People as a Coach

Being a coach and a leader at the The key to use your coaching same time is challenging. Changing successfully is to clearly signal what your hat requires high emotional mode you are in. Discuss your role as a intelligence and great flexibility. After leader with your team, including when all, your team is responsible for their and how a coaching style can be performance and this greatly effective. Let them know when you are determines the judgement of your facilitating. Listen to others before you enterprise and so your profit. You have say what you think – do not influence to choose the best timing to apply your their response. Doing the opposite way personal coaching arsenal. makes them hard to contradict.

Coaching is not for every situation but Develop your own coaching style. You definitely it is, when the team needs can either coach a team or work with to bear their responsibility over a popping up. individuals. But learning about coaching given situation. What can you do, and its tools is really the very first step. how can you best facilitate the process Your role as a leader is not to control or While many books and articles are now using the unique coaching approach, outshine others, but to draw out the full available, learning from a professional instead of old school military potential of your team as a whole and is the best way. Then chose the tools commands? Let's examine what this let them perform. Many chiefs even best fit to your personal style. Pick the means to you as a manager. when intellectually believe in this, their appropriate tool that suits for a given

inner fear of losing control inhibits them purpose and use it. As a coach, you rather play a from committing to coaching. But yes, facilitative role in the discussions, evidences are out there to prove that Don't forget, coaching is never about where the team is looking for a coaching style can be beneficial, too. you, it is all about the other. solution or new ideas. You ask General rules are: questions from team members to work What does it take to apply the coaching on, rather than providing them the  choose a time and shape the approach? First, you have to get results answers. First you actively listen just environment, where and when you from your staff rather than knowing or then speak – meaning you show can talk undisturbed. doing yourself it all. This may be sincere interest in the speakers and challenging for brilliant and experienced  Listen, rather than talk. their message. old hands – they need to find a good

balance.  Ask questions and give feedback. You help them stretching their goals and change their thinking, so that  Encourage the other. Make the They may oscillate between the two they can step out of the box and find goal accessible by dividing it into styles without warning, thus leaving their smaller steps. answers outside. You pass on tasks and team confused. They make it very clear delegate responsibilities to team through their words and body language  Examine the other's strengths and members to assist their growth. weaknesses related to the goal. the only answer they want to hear.

Others may say they are coaching but Forget about being the boss, and adopt  And last but not least, become their they really are mentoring, by offering a collegiate attitude – in exchange friend. Not just fake it, make it their advice and best practice. from your heart. expect openness and superb ideas

 Australasian Institute of Enterprise Facilitators www.aief.org.au [email protected] 17 Betty Zsoldos CRISIS COACH Trainer, Master Coach, NLP Master email: [email protected] web: www.diymindsurgery.com skype: bettyzsoldos1 Mobile: 0475564233

Being a breadwinner and a mother of 4, we must clearly see what they are. In I have worked as an English teacher, a the society there are “education global educator, a personal system”, “justice system”, etc.; in development trainer and a coach for 20 biology: “nervous system”, years. “cardiovascular system”, “digestive Taking a closer look on the nature of system”, etc.; and in nature: barriers delaying goals, working out a “ecosystem”. So, the “WHOLE” better and faster way to get to the comprises systems, and systems comprises elements. Your business is destination excited me most. This also a “system”, of which certain professional history of mine, my elements primarily defines the game husband?s early death, the challenges of where to go and what to change if we of the chessboard, while other my four daughters’ upbringing and my want to get something different. elements have not a lot of influence on original curiosity drove me into it. Undoubtedly, the more chess pieces passionate studies of various We live in living systems. Living systems are utterly complex, and if we (i.e. elements) are on the board, the communicational and personal more complex the game is. developmental methods. don't know how systems work, we might be changing certain elements of Systems Thinking has developed into a it amateurishly, yet will not get the science, of which one critical discovery Look at some photos of you. What is desired outcomes. You know the joke: points out an important feature; so- there?… And what is NOT there?… The mechanic comes to repair a washing called: “tipping point”. Nothing lasts What is harsh, extreme, eye-catching?… machine, and in a minute he can find out for ever: not even stable systems. What is hidden, what is covered?… What what to do. With his hammer he bangs would it be like if they turned into a film? Below the surface the patterns - the on a screw and charges $100. - “One … And what if you could transform these behaviour of the elements - keep hundred dollar for a one-minute work?” - two-dimensional pictures into 3D?… repeated but their small changes can he is asked. - “Yes, because I know lead to the tipping point, that forms where to look for the fault in the system, If you connect the dots of your another completely different pattern. I unmistakably identify it, and I know answers you can realise the latent This is like the moment water and dormant leitmotif that you how to fix it with the least effort to get a crystallises into a solid, the last drop might have been unaware of. This is long-term, stabilised result. You'll pay that makes the glass overflow, or the what has been writing the script of not for my physical effort but for my last straw that breaks the camel's back. your life and business defining your expertise.” successes as well as your failures. We are looking for the leverage points You might attribute the good and So, when looking for changes what we and the tipping points in our systems to bad luck to the ebb-and-flow of are looking for is the leverage point, get different results. economic cycles, but admittedly, where with the least effort and time we they derive from your mental, get our desired, long-term outcome. Changes can take place at conscious emotional, and behavioural You do this when for example playing and at subconscious level. The latter models.“If we continue to believe as chess: you are constantly scanning the one can take time and pain, where we we have always believed, we will alterations on the chessboard to see call the result: “Fate”. Conscious continue to act as we have always where this leverage point is: where the changes requires responsibility, acted. If we continue to act as we have main element (i.e. the king) can be ownership, awareness, and taking the always acted, we will continue to get trapped. role of a Co-Creator. what we have always gotten.” - says Marilyn Ferguson. So, now, let's see But first, when we speak about systems, (To be continued next issue)

Australasian Institute of Enterprise Facilitators www.aief.org.au [email protected] 18 Jeanette Mundy Coaching Practitioner, Business Consultant and Facilitator Authentic Foundations 0404 003 096 www.authenticfoundations.com.au [email protected] Let’s Talk About Trust

If we want to improve our personal is genuine in their actions and and professional relationships we need intentions. Has this person made an to have a conversation about trust. agreement through speaking that they are sincere about their intention to carry out an agreed action? ‘Yes’ means Trust is an essential human value and ‘yes’. No hidden agenda. without it we wouldn’t survive as a species. We need trust in order to co- inhabit and to coordinate actions Reliability: together. Trust is quite often taken for An assessment about whether someone granted in our personal and is reliable relates to time and standards. professional relationships, it’s an The commitment made to arriving or expectation that we can and should producing something on time according trust those we live and work with. That to my expectations and the agreed or is, until trust is breached. An extreme for a ‘trust’ relationship. Until we clearly implicit standards. outcome of a breach of trust is that we identify what action or distinguishing may begin to live as though ‘people feature of the situation we don’t like, and cannot be trusted’. why this is important to us, we put the Competence: relationship at risk. Wasted time is spent An assessment of whether a person has in constructing stories full of Trust is an erosion of interaction that the knowledge, experience and assessments. Our time would be much stems from the assessments we make competence to accomplish the required better spent in putting our assessments to about people and the actions they take task or take care of this particular the test so together we can repair and and whether they are to our liking. concern I have. develop stronger relationships built on a Assessments are judgments or foundation of trust rather than mistrust. opinions we have about people, events Involvement: and circumstances and the world based An assessment of how I think this on our standards, preferences and What do we need to keep the relationship person has listened and understood what prejudices. It is important to point out on track, or repair what has been is important to me. This standard that our assessments are often vague, damaged and move toward a strong and applies to the level of emotional inaccurate conclusions and trusting relationship? First we need to involvement we expect others to have in generalisations about a person or a test our assessments e.g. what is the our interactions – does this person situation. action (evidence) to support this genuinely care? assessment and what is the standard criteria upon which I am basing this We may not language the assessment? Putting trust to the test is uncomfortable generalisations as a breach of trust but but it can overcome the barriers we somehow something doesn’t sit right experience in our personal and with us and as a result our relationship Secondly we need to look at what professional relationships because it is is damaged. concerns of ours we are taking care of dedicated to strengthening relationships. when making this assessment? To do this we take a look at the four elements of We make broad statements such as; trust to paint a much clearer “Mike is a liar”, “Sally is lazy”, “Jo Therefore trust requires that honest, understanding of specifically what it is doesn’t care”, “Peter can’t do the job” authentic and sometimes difficult we don’t trust: and so on. These generalisations conversations are not avoided and fundamentally characterise a person Sincerity: things not left unsaid. and are not are not a good foundation An assessment about whether the person  Australasian Institute of Enterprise Facilitators www.aief.org.au [email protected] 19 About Peter Drucker The “Father” of Modern Manage- Peter F. Drucker was an Austrian-born American management consultant, educator, and author, whose writings contributed to the philosophical and practical foundations of the modern business corporation.

Born: November 7, 1942 (age 73), Malta

He was also a leader in the development of management education, he invented the concept known as management by objectives and self-control

“There is nothing quite so useless as doing with great efficiency something that should not be done at all.” — PETER DRUCKER

Peter F. Drucker was a writer, marketing and innovation, and the better place—Drucker continued to professor, management emergence of the information society write long after most others would consultant and self-described with its necessity of lifelong learning. have put away their pens. “social ecologist,” who explored In the late 1950s, Drucker coined the The result was a ceaseless the way human beings organize term “knowledge worker,” and he procession of landmarks and themselves and interact much the spent the rest of his life examining an classics: Concept of the way an ecologist would observe age in which an unprecedented Corporation in 1946, The Practice and analyze the biological world. number of people use their brains of Management in 1954, The more than their backs. Hailed by BusinessWeek as “the Effective Executive in 1967, man who invented Throughout his work, Drucker called Management: Tasks, management,” Drucker directly for a healthy balance—between short- Responsibilities, Practices in 1973, influenced a huge number of term needs and long-term Innovation and Entrepreneurship leaders from a wide range of sustainability; between profitability in 1985, Post-Capitalist Society in organizations across all sectors and other obligations; between the 1993, Management Challenges for of society. Among the many: specific mission of individual the 21st Century in 1999. General Electric, IBM, Intel, organizations and the common good; Drucker, who had taught at Sarah Procter & Gamble, Girl Scouts between freedom and responsibility. Lawrence College, Bennington of the USA, The Salvation Drucker’s first major work, The End College, and New York University, Army, Red Cross, United Farm of Economic Man, was published in spent the last 30-plus years of his Workers and several presidential 1939. After reading it, Winston career on the faculty at Claremont administrations. Churchill described Drucker as “one Graduate University. In 2002, he Drucker’s 39 books, along with of those writers to whom almost received the Presidential Medal of his countless scholarly and anything can be forgiven because he Freedom, the nation’s highest popular articles, predicted many not only has a mind of his own, but civilian honor. of the major developments of the has the gift of starting other minds He died in November 2005, just late 20th century, including along a stimulating line of thought.” shy of his 96th birthday. privatization and Driven by an insatiable curiosity decentralization, the rise of about the world around him—and a Japan to economic world power,  deep desire to make that world a the decisive importance of

Australasian Institute of Enterprise Facilitators www.aief.org.au [email protected] 20 AIEF Board Member Profile “That’s Enterprising” talks to AIEF members to see what “makes them tick”.

Name: John Bailey Organisation: Melbourne Business School Email: [email protected]

 Star Sign: Aries  What are you passionate think someone else owes them about: Mentoring disadvantaged a living  Nickname: Beetle children  I think they’re underrated:  Family: Bailey Mushrooms - grilled  Last book read: “Lincoln  Favourite Sport: Tennis Lawyer”  I think they’re overrated: Rappers  Hobbies: Singing Jazz  Pet Peeves: Selfish Drivers  Who would you like to sit  Best Movie: “Shawshank  What do you sing in the next to on a long plane trip: Redemption” shower: Frank Sinatra songs David Baldachi (Author)  Best Song: “You Raise Me Up”  What is your worst vice: Over-  If you were made Prime Secret Garden eating Minister tomorrow, what is the first thing that you would  Favourite Place: Waikiki Beach  Most embarrassing moment: change: Inequitable taxation  Fav. Food: Spaghetti & Seafood Being told by a consulting client policies that my “report” is not useful  Fav. Drink: Coffee  What is your one wish: That  The things you’d like to change  Hero: Jesus Christ selfishness is replaced with about yourself: The shape of my selflessness  Pet Hate: Terrorists stomach  Motto or phrase that you live  Superstitions: I’m not aware that  The one thing that frightens by: Do unto others as you I have any you: Snakes would have them do to you

 What was your first job: Design  In one sentence how would you  Where would you like to be Draughtsman describe what you do: I mentor 10 years from now: Waikiki  How would you describe young entrepreneurs who have Beach yourself: An Encourager of those some great ideas, but few  Do you have any words of with talent contacts wisdom for our readers: Always acknowledge a  What has been your biggest  Your secret to success: Under person’s prior experience splurge: Business Class around promise and over - deliver before providing new advice. World Flight / Holiday  I’m so tired of: People who ------

Australasian Institute of Enterprise Facilitators www.aief.org.au [email protected] 21

Introducing our Board Members

The Board Members of the AIEF are all volunteers, and they all have a wide and diverse range of experience and backgrounds.

Their common ground is their belief in the Goals and Objectives of the AIEF, and their passion for Business and Enterprise Facilitation and supporting both entrepreneurs and the 2.9 million Australian small and micro businesses.

First Name Board Position

Dr. John Bailey Board Member (& Life Member)

Geoff Carter Public Officer

Dennis Chiron President

Kerry Hallett Board Member / Minute Secretary

Carol Hanlon Board Member / Treasurer

Geoffrey Hawke Board Member

John Hetherington Board Member

Who can be a Member of the AIEF? YOU CAN!

(Your Name): Member of the Australasian Institute of Enterprise Facilitators (MAIEF)

Simply visit our website at www.aief.org.au and go to Membership on the Menu

Have You Considered Becoming a Board Member of this Dynamic National Institute?

Want more information?

Please contact the AIEF at [email protected]

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Australasian Institute of Enterprise Facilitators www.aief.org.au [email protected] 22 About the Institute

AIEF Code of Conduct Benefits of Membership  enabling contacts (formal Some benefits include: and informal) with peer All AIEF members are obliged to organisations and alliances maintain professional standards Recognition of the professional and ensure the legitimate interests qualifications of Member of the Regular electronic Newsletters of their clients are paramount. Institute of Enterprise Facilitators and communications that: They must ensure that any (MAIEF) and Fellow of the Institute conflicts of interests are avoided of Enterprise Facilitators (FAIEF) in  disseminate news of major and confidentiality maintained. Australia and New Zealand. developments in the Members are required to adhere to business support industry the highest standards of The ability to use the post- facilitation, advice, referral, nominals, MAIEF and FAIEF in  notify Members of relevant information provision, support and promoting their activities and conferences and events client care through undertaking achieve:  keep Members up to date ongoing professional with current issues development.  credibility/validation as an  notify Members about enterprise facilitator opportunities in professional The Process of Becoming an AIEF  a premium for services development Accredited Facilitator  client confidence and direct benefits to their business secure Development of business To be an accredited Member of AIEF, and regular employment/use as a facilitation skills and submit your application business facilitator and knowledge through the form to the AIEF Secretariat. enhanced market/business provision of: opportunities The AIEF Accreditation  notification of opportunities Committee assesses the experience and Personal confidence and to participate in ongoing qualifications and will advise the applicant increasing business: targeted and specific of the Institute’s decision. professional development  through business support  access to professional Often this decision is partly organisations including training development in based on Recognition of Prior Learning providers and centres recommended training (RPL) in which the committee takes increasingly requiring courses into account the equivalent counsellors/advisers to be  the best and most up to date experience of the candidate. professionally trained and information on business and The new AIEF Member is provided experienced facilitators training/facilitation. with a certificate, and is invited to  achieved through the formal have their name listed on the AIEF recognition of practitioner skills Representation to others website, and can immediately  by becoming preferred (government and non- use the post nominal M.A.I.E.F. after th contractors. government) on Members behalf eir on issues affecting business name. The sharing of knowledge and facilitation. skills and growth of new business

Whether it is a concern about business through: start-up or growth, a marketing issue, an HR issue or a financial matter,  peer networking and interchange a Member of the Australasian of ideas with other Members A.I.E.F. Institute of Enterprise Facilitators and Fellows Established 18 Years (MAIEF) can provide effective  peer mentoring of other guidance and support to owners and Members and potential managers of business enterprises. Members

Australasian Institute of Enterprise Facilitators www.aief.org.au [email protected] 23

The Aims of the Institute

 To establish and uphold business support industry to PUBLISHER: ensure maximum utilisation of professional standards of Australasian Institute of Institute services and resources. competency, responsibility, Enterprise Facilitators objectivity and integrity in enterprise facilitation.  To encompass all in the business support industry to uphold the “That’s Enterprising” is distributed to  To identify, promote or AIEF’s code of conduct and all Members and Associate Members provide access to training to high professional standards. of the AIEF. maintain professional standards for business  To encourage, undertake and We welcome contributions, enterprise facilitators. support research into the art and suggestions for articles and letters to science of enterprise facilitation the Editor from our readers. Please  To provide all members with and its impact on small business address correspondence to: performance. current information about The Editor, A.I.E.F. relevant conferences, PO Box 569 seminars, meetings and  To advise and inform Bribie Island Qld 4507 publications to maintain government, industry and Phone: +61 451 184 599 professional competence. business on matters relating to Email: [email protected] the building of an enterprise Web: www.aief.org.au  To promote the AIEF’s culture in Australia and New goals and objectives to the Zealand. You are welcome to re-produce any of these articles. However, please quote the source as the AIEF.

While every effort has been made to ensure that all information contained Australasian Institute of Enterprise Facilitators herein is accurate, no responsibility will be accepted by the publisher. AIEF SECRETARIAT PO Box 569 Likewise, the publisher accepts no Bribie Island Qld 4507 responsibility for illustrations or P| +61 451 184 599 photographs supplied by organisations or individuals and/or [email protected] typographical errors.

www.aief.org.au Views expressed in contributed articles are not necessarily those of twitter@AIEFacilitator the publisher. Facebook@AustralianInstituteofEnterpriseFacilitators The publisher reserves the right to edit all contributed articles to ensure that they are articles of interest and not “advertorials”.

Any contributions that the publisher deems may require changes or alterations will be returned to the author with the appropriate changes for final consent of the author before being printed. Follow us on Linkedin

Australasian Institute of Enterprise Facilitators www.aief.org.au [email protected] 24