Happy Upcoming Valentine’s Day and President’s Day! Welcome to ROI Wisdom. The Purpose of the ROI Wisdom Newsletter is to share what we learn while we travel the journey of helping individuals and organizations live and work better together.  We believe that your greatest differentiator when it comes to delivering value to your customers that competitor’s can’t match, is your people.  We would love to hear from our readers this New Year about what their goals are for 2016, so we can empower you to achieve those goals through ROI Wisdom shared in this Newsletter. Enjoy.

The Five Behaviors of a Cohesive Team 
The single most untapped competitive advantage is teamwork!

"Invest in People, Ignite Passion, Inspire Performance"
by Dana Riker Jackson

How do you Invest in People, Ignite Passion and Inspire Performance?  Well first of all you have to believe those things are important for your business to be successful.  If you do believe they are; then it begins with the investment of effort that it takes to build trust.  Just like last month with L.E.A.D, I have another acronym for the effort and specific actions it takes to build trust.  Here they are:
T – Thoughtfulness – We live in such a fast paced world. We are always running to keep up or catch up.  What happens is that it effects our communication and we end up reacting to things instead of responding.  What is the difference?  Responding is usually more rational and more thought out as to how to convey information in a way that will be more accepting to the person with whom you need to communicate.  It takes more time and effort, at least initially until you get into the practice of being thoughtful.  The choice begins with you, which is why the u is underlined.  An effective communicator stops to think about what his/her reaction to something is and how their reaction is going to impact a person, relationship or outcome and they ask the questions… “Will what I am about to do, write or say build trust or destroy it?” “If I were the person receiving this information, how might I interpret it?” Investing the time into being thoughtful with your communication will reduce stress; increase your effectiveness and ultimately efficiency.  You will have better and  more productive relationships and the information that needs to flow, will produce positive outcomes, because the people you want and need to influence will trust you and trust that you have their best interests at heart.
R – Respect & Reflect – I remember early in the life of my business I was delivering a Customer Service Program for a Medical Device Company in Massachusetts for their Call Center.  I remember asking the question “What is Respect and how do you demonstrate it?”  Dead silence.  Kind of scary.  I think it speaks to the fact that what I need to feel respected and what you need might be quite different, especially with the diversity of ages, cultures and experiences that fill our workplaces.  In the Trust Model that we teach clients for improved communication we say that trust-building begins with Acceptance.  In order to practice Acceptance, you need to value Respect and Recognition.  In today’s world that means that you practice the attitude of “who you are is okay with me and I want to learn more about you, so I know what is important to you and you understand what is important to me.”  When we gain that insight we can respect differences and appreciate and recognize each others’ strengths.  The Reflect part is always asking yourself if you are treating others the way you would want to be treated or in other words following that Golden Rule!
U – Understand & Use Skills – I think we live in a world that judges first and then comes to an understanding.  This approach believe it or not is much more energy zapping and unproductive.  They say that productivity levels in America are at their lowest ever.  I really wonder if this could be the cause.  We all have heard and need to follow “Seek first to understand and then to be understood.”
My husband and I saw at the Media Theatre this weekend “To Kill a Mockingbird.”  It was phenomenal and the quality of the acting was through the roof.  Even better than some Broadway performances I have seen.  There were two things the Lead Actor said that were key lessons in this infamous story.  One was to always try to look at things from the other person’s perspective and the other was that everyone has good in them and to look for the good first.  Really powerful and not always easy to do.
The Use Skills is actually a reminder for me and may apply for you too.  I have a favorite saying that “we are led to teach what we need to learn.”  All you teachers out there definitely know that when you teach it, you understand it and use it more.  If you have received the benefit of training from the company you work with and have been through a DiSC product or some other communications course, use the information.  Apply it!  It is only in using and practicing the skill that it can become a part of who you are and how you communicate.
S – Self-Aware, Self – Control, Socially Aware – These are the main elements of what is called Emotional Intelligence.  It is said that when leadership of any organization has a high level of Emotional Intelligence, it increases the intellect of the entire organization!  That means Emotional Intelligence and making smart business decisions are connected.  Again, we are so distracted by so many things that to practice Emotional Intelligence takes intention, focus, effort, discipline and desire to make a positive rather than negative impact.  This is related to Reflect as well because to be Self-Aware, which is where Emotional Intelligence begins, we have to constantly be Reflecting on our thoughts, words and deeds to make sure they are in alignment with our best intentions.  Unfortunately people do not evaluate whether they can trust us by our intentions.  People's trust is based on what their experience is with you.
T – Takes Time & Consistent Effort & Follow-up – Another one of my favorite sayings is “Practice Makes Progress.”  Trust building also takes humility and the willingness to recognize when you might have made a mistake and to proactively apologize and be willing to do whatever it takes to recover from the mistake and repair the relationship.
The pay-off to building Trust can best be explained by sharing with you the impact our trust-building programs have had with two of our recent clients.  Subsequent to completing a training program designed to build trust between the front office and warehouse, manufacturing employees, this multi-million dollar manufacturing business achieved the best sales and on time delivery they have ever experienced in their 50 year history for 2 years in a row.
The second client, who is in health care, took their senior leadership team through The Five Behaviors of a Cohesive Team™.  When we started this process, there was no trust among the leadership team and you could not have even cut the tension in the room during our first session with a knife as it was that thick.  6 months from when we completed the Five Behaviors Process we measured the level of trust and passion in their organization using our Employee Passion Survey.  They received the best scores of any organization I have taken through the Employee Passion Survey in the 19 years I have been doing this work and made it through their accreditation with flying colors!

Trust me, Trust pays off!

In Trust,
Dana Riker Jackson

You are invited to The Five Behaviors of a Cohesive Team and Everything DiSC Showcase, Presented by Dana Riker Jackson, CEO of Riker Opportunity Institute, Inc.  

When:  Friday, February 19, 8:30 A.M. Breakfast, 9:00 – 11:00 A.M. Program

Where:  Beneficial Bank, 34 South Sycamore St. | Newtown, PA 18940

R.S.V.P. to Svetlana Barash. P: (215) 579-3421, or Dana Riker Jackson, Riker Opportunity Institute and Presenter at (610) 566-8272,
Space is limited.  We can accommodate the first 20 registrations.


ROI believes in and provides a systematic approach for helping leaders to invest in people, ignite passion and inspire performance both efficiently and effectively. ROI is an authorized partner of Wiley Workplace Learning Solutions and a certified associate of Integro Leadership Institute.





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