In any discussions of leadership, it is inevitable that we find ourselves thinking in terms of formal leadership. We tend to think of leadership in terms of rank or position. However, formal leadership is the outgrowth of your ability to master the art of self-leadership; it is indeed, the ability to establish a specific direction for your own life, and to proceed in that direction with the self-confidence that comes only to one who knows where he or she is going. Becoming a leader means becoming you. It is that simple and that difficult. It begins with figuring out who you are and what gives your life value and meaning. It means focusing on doing the right things and understanding who you are, who you want to become, what skills you want to develop, and what you want to accomplish beyond where you are today. When you identify your goals and values on a personal level, they are genuine and authentic. When you identify leadership on a personal level, you develop the authenticity required to become a leader of an organization. According to Winston Churchill, “The key to leadership is sincerity. Before he can inspire with emotion, he must be swayed by it himself. Before he can move their tears, his own must flow. To convince them, he must himself believe.” Leadership of others begins with leadership of self. Until you identify leadership on a personal level, you can never truly become an effective leader of an organization.

Realizing the vision involves a shared commitment and responsibility throughout the organization. This encompasses an ability to influence others to become committed to new directions and the ability to lead people to higher levels of performance. This is perhaps one of the greatest challenges facing today’s leaders. As we continue to shift our emphasis away from the traditional role of managing and controlling, we need to improve our understanding of human behavior and how to bring out the best in people.

For many leaders, this means change. Regardless of external circumstances, rank, or previous experience you can improve your leadership skills. Leadership qualities stem from internal attitudes and learned skills, not outside situations. Effective leadership consists of more than just an intellectual understanding of leadership characteristics. The characteristics and skills must be incorporated into your style. They must be consistent with your beliefs and values, and part of your actions and decisions. Leaders inspire others, improve outcomes, bring out the best in people, make mistakes, and continuously learn and improve. Your success as a leader depends on your ability to influence behavior and align your resources in the direction that will ensure continued success.

Tammy A.S. Kohl is President of Resource Associates Corporation. For over 30 years, RAC has specialized in helping businesses achieve sustainable results through leadership development and executive coaching. For information on creating a leadership succession plan visit www.resourceassociatescorp.com or contact RAC directly at 800.799.6227.

The Gallup study’s final conclusion: 34% of respondents in grades 5-12 are hopeful, engaged, and thriving—others fall short in at least one of these dimensions.

Part of what facilitates a hopeful, engaged, and thriving attitude is the ability for a student to see a bright future and feel confident it is attainable. Another important statistic from the Gallup poll is that 42% of the students polled said they were energetically pursuing goals. Life is a journey and it is the most important journey we as individuals will ever take. The sooner young people are exposed to the value of goals in all aspects of their life and are taught how to use a proven goal accomplishment model the sooner they will be “ready for the future.”

Seventeen years ago our company developed a youth leadership process entitled Rising Stars. It focuses on helping young people prepare for a bright future and be contributing members of their community, while exposing them to and teaching them how to use a proven goal accomplishment model. In addition to sharing the S.M.A.R.T.Y. criteria, which many people know is important to consider when building goals, we also focus on the six core components of goal setting.

1. Listing your dreams. Every purposeful journey aims for a destination. Where do you want to go with your life? What do you want to accomplish? What are your overall objectives? What are your dreams? Listing your dreams allows you to develop a master list of things you want to do and become—as well as things you want to achieve and attain.
2. Conducting personal self-evaluations. You can go wherever you choose on your life’s journey, but you can only start from one place. You can only start from where you are today.
3. Developing goal categories. Once a springboard is created to clarify your dreams and you’ve identified your current starting point, the next step requires developing the categories of your life that you’d like to change and improve in order to realize your dreams. Goal categories provide an important step between your dreams and your goals, and they help you translate your general ideas and thoughts into action.
4. Creating goal statements. Goal categories are then translated into specific, measurable, attainable, realistic and time trackable goal statements that are solely yours (S.M.A.R.T.Y.). In our experience the more focused and specific the better.
5. Developing specific action steps. The next step is to identify the actions you need to take in order to achieve your goals. Creating specific action steps will provide the daily, weekly, and monthly activity necessary to make your goals a reality.
6. Prioritizing of your goals and action steps. Making a conscious decision through a prioritization process which goals or action steps are the most important. It is also a necessary step. The prioritization process will never stop, as you will need to continually evaluate what is important to your success now.

No matter your age, goal accomplishment is a life long process. It is rewarding to see young people embrace the concepts and apply them early for success in all areas of their life: school, home, career, health, and community. Goal accomplishment is the backbone of creating hopeful, engaged, and thriving lives.

Tammy A.S. Kohl is President of Resource Associates Corporation. For over 17 years, RAC has specialized in helping young people achieve success through youth leadership development and goal setting. For information visit www.resourceassociatescorp.com or contact RAC directly at 800.799.6227.

Once you are able to begin the process of helping people develop positive and possibility attitudes, you create even more possibilities. It’s rather like knowledge and learning. Generally, the more you know and learn, the more you realize there is to learn. The more you focus on possibilities, the more possibilities seem to be possible. High expectation and positive attitudes lead to high performance. High performance leads to higher expectations. Individuals and teams go through four stages of development before they become high performers.

Stage 1: In the beginning, you may find that as people move into uncharted waters and begin to perform tasks and make decisions that are new, they will need a great deal of attention from you. Anytime there is a need for new knowledge or apprehension about the outcomes, people will require direction. Many will have to be shown how to perform a particular task. Others will need explanation, information, and instruction. Most will still look to you for decisions and priorities. Your behavior at this stage should be highly directive. You will need to provide knowledge and model behavior to help people learn, understand, and develop competence. This requires time and patience. That outcome, however, is more time for you because as they become competent, they are more willing to perform functions that once took your time.

Stage 2: As people become more competent in their roles and their attitudes are more positive, the need for highly directive supervision and instruction diminishes. Your role then becomes that of a coach. Coaches still provide direction, suggestions, and input, but begin to elicit more feedback, and decisions are frequently made jointly. As confidence and competence grow, people will begin to make suggestions and provide you with input and ideas. Your behavior needs to be supportive and focused on mutual goal setting, high recognition, and praise for accomplishments.  This two-way process creates a tremendous opportunity to lead people to even higher levels of performance.

Stage 3: As people become more confident about their ability to perform their jobs successfully, you can empower them to make decisions that influence the outcomes. Delegate authority to solve problems and make improvements. Enhance personal responsibility and accountability. Create additional opportunities. Be highly supportive but less directive. People need to feel like they have control over those factors which affect their destiny. As they control more of their activities, you can spend less time managing people and processes and spend more time growing the company. Developing people has immense benefits for the future.

Stage 4: At this final stage, people want to do their jobs and they have developed the competence and confidence to know they can. They can be counted upon to make decisions, implement change, achieve their business goals, and positively impact the success of the organization. They will require very little supervision from you. Provide support, but refrain from over managing that which they know how to do. Instead, their greatest need will be your leadership. They will look to you to provide the direction, the values, and the behaviors that they can emulate to help build their divisions, departments, and people. They will seek new and better ways to do business.

Seek out potential leads in your organization. Create an environment, develop the personal skills, and nurture the innovation that can ensure your competitive advantage. Meeting the challenges that you will face tomorrow will require you to drive leadership qualities throughout your organization because it will require everyone to see beyond traditional methods and expected outcomes. The future belongs to those who create it!

Tammy A.S. Kohl is President of Resource Associates Corporation. For over 30 years, RAC has specialized in helping businesses and individuals achieve high levels of excellence and success. Learn how at www.resourceassociatescorp.com or contact RAC directly at 800.799.6227

You have feelings about how you think things should be, how you think people should act, and how you think situations should be handled. You’ve thought this way for some time. It’s now the way you think. These thought patterns set off a chain reaction that determines the outcome of all that you do. An attitude prompts a tendency to characteristically react to people, situations, or things in a certain way. It works something like this: what you think about a situation will cause you to adopt a certain attitude toward it; that attitude will then prompt you to behave or act in a certain way; how you behave will then determine what kind of results you get. Thus, attitudes and results are directly related; they exemplify the natural laws of cause and effect.

Attitudes are formed in almost the same way as other habits. The big difference, however, lies in two steps of the formation process. While habits are formed by testing some type of external response, such as tying a tie, or adding cream and sugar to your coffee, many of our attitudes are developed through the formation of internal emotions, opinions, and beliefs long before we are able to understand their effect. We judge a habit as being good or bad by seeing the external results that it yields. However, we tend to evaluate our attitudes according to the internal satisfaction that our emotions, beliefs, and opinions give us, rather than the behavior that follows.

The impact that this has on our daily relationships is enormous. If you believe that the people who look to you for leadership are basically lazy, not highly motivated, and without much potential, chances are that they will prove you right. However, if you believe in the inherent worth of all human beings, their right to dignity, respect, and fair treatment, you probably generate a great deal of trust and a high level of motivation. If you are leading and managing people who have developed negative attitudes and low self images, you will have to help them develop their attitudes and beliefs if you hope to help them improve performance. While you cannot make anyone change their attitude—you can help them to change.

All new experiences carry with them some degree of anxiety, doubt, or fear. Changing attitudes is no different. You may find yourself and others resisting change at first, and that is quite natural. Understanding of that resistance will help you overcome it. Consequently, it is helpful to understand there is a proven process for change.

Conceptually, to change your attitudes you must be willing to sit down and take an inside look at yourself. We are products of everything we have inherited and were exposed to. We are a product of family, friends, disasters, triumphs, role models, leaders, experiences, and much more. We have all the means within us to free ourselves from the constraints of negative conditioning. Attitude change is a result of internal understanding, acceptance, and action!

Tammy A.S. Kohl is President of Resource Associates Corporation. For over 30 years, RAC has specialized in helping businesses and individuals achieve high levels of excellence and success. Learn how at www.resourceassociatescorp.com or contact RAC directly at 800.799.6227.

In a recent study conducted by OI Partners, the data indicated that 54% of the companies surveyed do not have enough leadership successors in place and 14% of the companies are not sure if they have enough leadership successors in place. These findings confirm that many organizations are not prepared for the future, which means their organizations are not as sustainable as current management may believe. Closing the knowledge and talent gap needs to be a management strategy during good or interesting times in business.

The benefit of investing and growing employees for the future provides staggering long-term results for the entire organization. Some of the outcomes of employee development management should never lose sight of include:

• Maintaining or growing competiveness in the market
• Sustaining or increasing overall employee and organizational performance
• Building capabilities required to win when business circumstances change
• Sustaining the organization’s culture
• Shortening the time needed for an employee to make an important role transition
• Building strong leaders breeds sustainability
• Creating strategic alignment between the strategy, the employees, and the internal processes
• Innovation
• Creating loyal employees which in turn helps create a loyal customer base

The last point listed is particularly important. Revenue and profitability, albeit critical, are predictors of past decisions. Creating and growing a loyal customer base is a predictor of future success and sustainability. A key to creating and growing a loyal customer base is creating loyal employees. An employee’s loyalty to the organization is enhanced by working with each individual to create a personal development plan. Tim Shoonover, Chairman of OI Partners, said in a recent article “To sustain growth in your company, there must be a path to leadership. If an employee doesn’t have a leadership development plan in place and isn’t able to see her career progression she is less likely to be engaged or to expend discretionary effort.”

Right now organizations have a bit of an advantage, as employees are not as quick to pursue new career opportunities. But as economic conditions improve, disengaged employees will begin comparing and perhaps looking for new career opportunities. Therefore, creating and committing to an employee leadership and development plan is not only critical to organizational success it also plays a significant role limiting employee turnover to a minimum.

Employees who see a commitment to their growth and development are employees who give the organization 110%. That extra 10% is where innovative ideas come from that could propel your organization to new heights. What is creating an employee development process worth to your company?

Here are some questions that may be useful as you review your company’s employee development strategy.

1. If you had to fill a key leadership position in your company tomorrow, is there someone ready and able to fill the position? Are you confident he/she has the right skills, knowledge, and attitude or are you guessing?
2. Does your organization have a published employee development plan?
3. Do you or your team of managers have a documented development plan for each employee they manage?

If any of your answers to the questions listed above cause you concern or you just do not know the answer, then perhaps it is time to make employee development a priority. The sustainability and success of your organization depend, on it!

Tammy A.S. Kohl is President of Resource Associates Corporation. For over 30 years, RAC has specialized in helping businesses achieve sustainable results through leadership development and executive coaching. For information on creating a leadership succession plan visit www.resourceassociatescorp.com or contact RAC directly at 800.799.6227.

How you genuinely feel about yourself, your worth, and the worth of others greatly influences everything you do and the results you achieve. How the people in your organization feel about themselves, their worth, and the worth of others will affect their achievements and the culture of the organization. Goal setting is a process that creates an environment in which people want to succeed and are recognized and rewarded for achievement. Another tool that can positively influence growth is affirmations. An affirmation is a statement that reinforces what you believe to be true. You use affirmations every day, both in thought and conversation. These are often ideas you have taken from some other source—quotations, scripture, and family sayings—which reinforce your values.

Such borrowed expressions only become effective affirmations when they correspond with your value system and internal beliefs. Once accepted and internalized, they lose their borrowed qualities and become part of you. The power of affirmations can be best recognized when we realize that the mind doesn’t know the difference between real and imagined. For example, suppose late at night, you imagine there is a prowler in your home. Are you less frightened than if you knew there was a prowler in your home? Certainly not. You are afraid because you imagine a fearful situation.

The use of affirmations to reinforce growth and improve conditions is an application of the same principle. Through the use of affirmations, you begin to imagine that you possess those qualities and skills that you want to develop more. You begin to visualize yourself acting and behaving in a manner consistent with your goals. As your new image becomes clearer, the behavior is easier. The use of affirmations is also an effective management tool. By affirming certain characteristics and behaviors and helping others to develop affirmations, you can enhance growth and development throughout the organization.

Affirmations should have the following qualities: they should be positive, stated in the first person singular, should be within the realm of capacity to believe, and should be directly related to your goals. Affirmations should also employ the power of spaced repetition. By repeating affirmations over and over, day after day, these positive thoughts begin to affect the subconscious mind and influence behavior. If, at first, affirmations seem difficult to compose and use daily, remember that you are developing a new habit. Once you see and feel the results that follow the repeated use of affirmations, you will want to use the tool with others. Affirmations help use to see others and ourselves not as we are but as we can become.

Create a culture in your organization in which failure is viewed as an opportunity to learn and critical to innovation and discovery. Recognize and reward new ideas, attempts to improve something, and even failure when it results in trying something new or an attempt to improve a process. Encourage innovation and utilize the goal setting process to get people to set stretch goals and brainstorm innovative solutions. It stimulates creativity, broadens options, and produces better decisions by looking at many alternatives and selecting the best.

Goethe said, “Treat people as if they were what they ought to be and help them to become what they’re capable of being.”

Tammy A.S. Kohl is President of Resource Associates Corporation. For over 30 years, RAC has specialized in business and management consulting, strategic planning, leadership development, executive coaching, and youth leadership. For more information visit http://www.resourceassociatescorp.com/ or contact RAC directly at 800.799.6227.

There is no thought, behavior, idea, or attitude that does not have a related emotional counterpart. Often times in the business arena, various forms of emotions are frowned upon. But, the reality is emotions do exist and do impact communications no matter how subtle. As often as it is said emotions do not belong in business, they will always be there. The intent of this information is to alert you to the importance emotions play in our everyday lives, and how a successful leader can create a productive and focused working climate while dealing with the reality of emotions.

As you interact with your staff or team, you begin to build up certain expectations of each other’s behaviors and reactions. In any relationship between two people who have been in continuous interaction over a period of time, certain tolerable limits of emotional communication are established. There are certain ways of saying things which must be slightly altered to fit varying situations. For example, you may not talk to your children the same way you talk to your partner; you may not talk to your superior in the same way that you talk to a team member, and so forth. In some instances, these behavioral responses are simply a matter of courtesy and respect for the other person. In some cases, they stem from a fear of undesirable results.

Constantly avoiding dealing with your feelings can build up a stockpile of pent-up emotions. It can create a festering problem which when it does find expression, exhibits itself in ways that are harmful, hurtful, and destructive to a relationship. This repression and lack of adequate expression is not limited only to negative emotions such as anger but also applies to positive emotions such as love. We must develop a way to widen the tolerable limits of emotional expression, so that the problems associated with restraint and repression are diminished. By understanding human behavior, you will be able to identify emotionally based problems which emerge in the everyday operations of the organization. Effective management demands that you deal with emotions on a rational basis.

The key to managing emotions within your team is the environment. The culture that you create and maintain provides the platform for how you and your team deal with situations when they arise. Throughout most of our lives, we have developed ways to express disappointment, anger, and discontent in somewhat less than honest terms. We have learned, through experience and conditioning, that exhibiting hostility can prove ineffective in solving our problems with others. Instead of confronting situations head on we circumnavigate the stormy waters by using what we have come to believe are more socially acceptable forms of expression. This can be very functional behavior, up to a point, since a continuously abrasive and complaining individual soon finds no one around with whom to become hostile. On the other hand various negative feelings need expression as well. Emotions, if left unexpressed, or if expressed irrationally inhibit progress in improving relationships. Honest, open communication is necessary for a results-oriented working environment. To do so, you must create trust, concern, and a mutual commitment with your people. Some additional ideas when implemented correctly will help create a productive culture.

Create a culture that encourages your staff members to come directly to you and discuss, share, or brainstorm a situation with which they may be dealing. Whether they need an avenue for emotional expression or they are on the receiving end of a distracting situation and want to brainstorm possible solutions, make yourself available.

Tammy A.S. Kohl is President of Resource Associates Corporation. For over 30 years, RAC has specialized in helping businesses achieve sustainable results through management consulting, strategic planning, leadership development, executive coaching, and youth leadership. For information on creating a leadership succession plan visit www.resourceassociatescorp.com or contact RAC directly at 800.799.6227.

James L. Heskett, former UPS Foundation Professor of Business Logistics at the Graduate School of Business Administration, Harvey University, and Leonard A. Schlesinger, the George Fisher Baker Jr., Professor of Business Administration, senior associate dean and director of external relations for Harvard Business School, have studied the correlation between leadership, behavior, and organizational performance. They found that leaders of the best-performing organizations defined their jobs as:

• Identifying and constantly communicating commonly held values
• Shaping such values to enhance performance
• Ensuring the capability of people around them, and
• Living the commonly held values

Never before has Valueship been more important than today. Role models, athletes, corporate leaders, and government officials are accused and convicted of crimes both small and large. Our daily entertainment consists of television and video games filled with violence, impropriety, and questionable values. Implicit in all of this is a subtle approval of behavior we then verbally condemn. By our actions or our apathy, we are setting the standards and values or lack of them for our employees, our children, and the next generation. The need for Valueship can be seen in every profession, rank, and industry. The important decisions we make in life and in business should be influenced by values.

Valueship is a process of leading people and organizations with as much focus on doing the right things as doing things right. When people, processes and structure are in alignment with the values, vision, and strategy, the individual and the organization is balanced and the actions of each produce positive results for the other. When people feel as if they are an important part of the organizational whole, are committed to the goals and values of the organization, and see the leaders living these goals and values, they will generally be motivated to do good and even exceptional work. The result is a strategic alignment of resources and true organizational cohesion.

Value-based leadership begins with identifying core values. Core values are the basic principles that we have chosen to guide our actions. Core values define beliefs, standards, and acceptable behavior. Once determined and communicated throughout the organization, they guide and govern the decisions and actions of the individuals and the organization. The core values shape the organizational culture the behavior and the actions of all who are associates with the organization. The core values provide the framework for decisions, priorities, and actions.

Many people have given little more than a passing thought to identifying the values that govern their personal behavior, and even fewer organizations have done so. Instead, they accept the values of others or let situations determine the values. In almost all cases in which values are not clearly defined, good decisions are more difficult to make. Without values, people are easily influenced and decisions are subject to frequent change or compromise. Situational values confuse people and create problems and complexity.

Successful leaders make important decisions based on a set of core values and do the right things for the right reasons. In an organization, personal values may differ. A leader will help everyone focus on common values that will engineer a desire for cooperation and teamwork, without invalidating those personal differences. What are your values? Can you easily and specifically identify them? What about people throughout your organization? Are they committed to the organizational values?

“My firm belief is that values are the buoys in the channel of commerce. During the course of your career, you’ve got to make thousands of decisions. You’ve got to react to what happens every day. But if you can’t tie your decisions back to your core values, you get lost. Totally lost.” James R. Houghton, former chairman and CEO of Corning Incorporated.

Tammy A.S. Kohl is President of Resource Associates Corporation. For over 30 years, RAC has specialized in helping businesses achieve sustainable results through management consulting, strategic planning, leadership development, executive coaching and youth leadership. For information on creating a leadership succession plan visit www.resourceassociatescorp.com or contact RAC directly at 800.799.6227.

Open and honest communications are always important, but in times of major change, communication is critical. When people are unsure and insecure and feel as if they don’t know what’s going on rumors and innuendos abound, and blame generally gets placed on management. Not knowing is worse than knowing (even bad news). Take the time to communicate face-to-face if possible, one at a time. This gives you an opportunity to show your concern and respect. It also gives you and them the opportunity to address questions and feelings, as well as discover the best solutions. What and how you communicate is critical.

Communication is the exchange of ideas between two people. It involves more than telling. Effective communication is “connecting.” Effective communication results in understanding and it involves feeling. It is an active two-way process. It is not accurate to think that when we communicate with others, we transfer a precise piece of information from one mind to another. Words in and of themselves do not have explicit meanings that are unaffected by other influences. Instead, people have meaning for them. The meaning that any one person places upon words is influenced by gestures, expressions, intonations, and beliefs.

It is in the sharing of ideas and thoughts and emotions between 2 or more people that communication occurs. Exchanging facts or data is only part of the process. The feelings and emotions that develop during the course of any transaction strongly influence the behavior of those involved, and ultimately the outcome of the conversation. Human behavior is rarely a result of strictly logical and rational thought. Effective communication hinges on our ability to make emotional contact with the listener.

Once you understand the role that emotions play in communication, you can begin to put yourself in the other person’s shoes. This is called empathy, and it is a quality that can be cultivated by developing genuine interest in other people. It is far easier to do this when you are authentic, genuine, and honest.

Empathy is not to be confused with sympathy, nodding your approval, or simply agreeing with another person’s point of view so as to appear understanding. Empathy is recognizing the fact that others are entitled to their beliefs, just as you are, that they have certain needs to satisfy and goals to achieve, just as you do. Communicate with both words and actions that reveal genuine interest in people as individuals and in what they say and feel. They need to know you appreciate their efforts and their accomplishments are recognized. Knowing their needs, you can chart a career path designed to give them what they want and contribute to the overall achievement of the organizational goals. People respond positively to this type of leadership because they realize that they are actually only doing what you sensed they wanted to anyway.

For some reason, many people believe that the ability to speak articulately is an important prerequisite to successful communication. St. Francis of Assisi said that we should “Seek first to understand then to be understood,” It is impossible to find out what someone is thinking or feeling unless we listen to what they are trying to tell us. In valuing others, what others are trying to tell us, we establish value for what we are trying to communicate to them. By valuing others we add value to ourselves.

Tammy A.S. Kohl is President of Resource Associates Corporation. For over 30 years, RAC has specialized in helping businesses and individuals achieve high levels of excellence and success. Learn how at www.resourceassociatescorp.com or contact RAC directly at 800.799.6227.

“Your listeners won’t care how much you know until they know how much you care.”

One fundamental truth about effective communications is that people will not believe what you say if they don’t believe in you. Credibility is the cornerstone of successful communication. To be an effective communicator, you must be believed. To be believed, you must be credible. To be credible, you must be authentic. To be authentic, you must be genuine. You must be you! Accordingly, authenticity is a state of constant evolution. The authentic person is someone who knows who they are, who they want to become, and what their core values are. Authentic people value themselves and give value to others. They are usually confident and open, trusting, trusted, and believable.

Authentic also means genuine and trustworthy, and trust is vital. People trust you when you are honest with them. Honesty is a critical leadership trait. People need to know you have no hidden agendas and that you honor your commitments and promises. Trustworthiness and believability are synonymous. You can’t have one without the other. To communicate persuasively and effectively you must earn trust, and to earn trust, you must be believable. So, how do you do it?

The first step in being more believable is being yourself. By knowing yourself and understanding your own fears, anxieties, goals, and aspirations, you will be able to relate more closely to others. The key to understanding others is self-understanding. People are more inclined to hear and believe someone who is honest and genuine. Belief is acceptance on faith. Some people will believe you on first impression. Others will need more time. They’ll want to get to know you and need to realize promises kept and will want to know that you walk the talk.

Most people learned early in life who should be trusted. Generally it was those people who were easy to understand and read. People who were happy, warm and caring made you feel good, and you trusted them. Others whose competence and confidence in you and gave you confidence to grow, were also people you trusted to help you achieve goals. These are the same qualities you look for today. These are the qualities others look for you to exhibit. Learn to recognize and speak the language of trust. Strength in your voice, confidence and openness in your posture, and genuine interest in your expressions are all qualities you can use to create trust. Use your personal energy, enthusiasm, and facial expressions along with your words. When you coordinate your vocal tone with your words, with your actions, and with visual messages, you are more likely to be trusted and believed. Trust is one of the most basic but most powerful tools for change.

Many will hear everything you do and say. Your words and actions should be consistent to send the message you want to send. Your personal values and beliefs will be evident through your actions and behavior more than by your words. The only way to communicate values is to act in accordance with them. You can write volumes about the right way to treat people or speak about customer focus or cost containment, but if you publicly berate a staff person, or make a customer wait while you finish a personal matter, or blatantly waste supplies, your message will be what your behavior shows, not what your words say. The more congruency there is between your words and your actions the more people will trust you. As Jack Welch said, “Trust is enormously powerful in a corporation. The only way I know to create that kind of trust is by laying out your values and then walking the talk. You’ve got to do what you say you’ll do consistently and over time.”

Tammy A.S. Kohl is President of Resource Associates Corporation. For over 30 years, RAC has specialized in helping businesses and individuals achieve high levels of excellence and success. Learn how at www.resourceassociatescorp.com or contact RAC directly at 800.799.6227.