Introduction.

Our Three Behaviours provide a framework for us all to Do The Right Thing. They help us improve business performance by developing a culture of trust where our people work well together.
How we behave shapes our business environment, which is why we put equal performance on WHAT you achieve and HOW you go about achieving it. The Three Behaviours are: Take responsibility Keep your word Be open and honest In this booklet youll read about some tips that focus on the HOW for each of the Three Behaviours. There are also coaching cards available on the Intranet that you may nd useful to read.

Take Responsibility.
Taking responsibility involves choosing your attitude.
Take responsibility for making things better. Focus on the contribution you can make and the factors you can control or inuence. Listen and question to make sure you clearly understand what others need. Make requests for help when you need it, but above all take ownership for seeing things through.

Being a player.
I focus on factors outside of my control The problem I focus on factors I can control or inuence

Powerless Im powerless to do anything. Innocence Im not responsible for the problem.

Responsibility What can I do to help? A desire to help It doesnt matter whos to blame, I want to make it better.

Victim mindset

Player mindset

What to do:
1.  Understand the part that you play and take responsibility for that part 2. Dont focus on blame, focus on your contribution 3.  Work out what ability you have to respond in the face of the situation.

Keep your word.

Do what you say you are going to do.
Be accountable for doing what you say youre going to do. Make and keep your commitments. Be clear about the actions you have taken on, make sure you follow through and dont be afraid to challenge others to do the same.

Delivering on your promises.

Keeping your word means delivering on your promises.

Request + Promise = Commitment

The key to keeping your word is to do everything within your control/inuence to honour your commitment.

Coaching cards available.

Request and Commitment

Be open and honest.

Have real conversations.
Be respectful, truthful and effective in your discussions and have calm, fact-based conversations, even when the going gets tough. Express your views but listen actively to others. Focus on having real conversations that are constructive. Be a learner, not a knower.

Having open and honest conversations takes practice.

The key to being open and honest is to be respectful, truthful and effective in your discussions. There are three key skills you need to develop:

Handling the emotion. Inquire and listen. Be a learner, not a knower.

Coaching cards available.

Courageous conversations Feedback

Handling the emotion.

How many times have you had a conversation when you have said one thing and thought another? Sometimes its difcult to tell the truth, but if you hide the truth the real issues dont get resolved. Missing the opportunity to let people know how you really feel or think could leave you feeling stressed and frustrated.

Example.
What you might think. What is actually said.

Employee

These contract targets are stupid.

Employee

Can I talk to you about my targets this month?

Manager

Whats his problem, is he blind?

Manager

Yes, the targets are over there on the wall. Have you got a problem with them.

Employee

S**t this is ridiculous, I dont understand these targets and he is clueless.

Employee

Errr no...its ne...no problem.

The real challenge is to detoxify the left hand column by taking out the emotion but still sharing the truth. This will ensure the real issues get discussed:
Can I talk to you about my targets this month as Im not clear about them and Im not sure theyre realistic?

Employee

I must highlight that I am not comfortable with my targets.

Employee

Manager

Maybe I didnt explain them well enough last Friday.

Manager

Yes, lets get some time in to sit down together so I can explain them in full, answer any questions and explain the rationale for them. That would be great as Im worried about the Mobile Broadband targets in particular.

Employee

Phew, Im so glad he listened.

Employee

Inquire and listen.

How many times have you had a conversation when you have said one thing and thought another? Sometimes its difcult to tell the truth, but if you hide the truth the real issues dont get resolved. Missing the opportunity to let people know how you really feel or think could leave you feeling stressed and frustrated.

The 3 golden rules.

Inquiry questions.  Can you give me the facts of the situation?

1. Understand the other persons reasons /explanations.

 What did you then decide to do?  How did it make you feel?  Can you give me some examples?  Why is/was this important to you? What are your concerns?  What do you think about the situation/problem.

2. Understand the other persons interests/opinions.

So my understanding is... 3.  Understand the so what of the situation before you recommend a solution or next steps.  What would you suggest we do next?  What do you want/need to happen next?

Be a learner, not a knower.

A knower is someone who thinks they know where the conversation is going and misses the opportunity to learn from others.

Arrogance: the knower

Humility: the learner

Im right

I might be right, but Im interested to understand more about your view

The old approach was wrong

Im just going to do something new and different.

Can you explain more about why the previous approach worked for you?

The room is too hot

I feel hot, what about you?

A learner is someone who chooses to approach every situation as an opportunity to grow and learn from others.

Further support.
For further support, visit the Three Behaviours section of the Intranet. Here youll nd a list of Behaviours Champions for each department, the coaching cards and plenty of hints and tips. Dont forget there are also Three Behaviours workshops available on the LMS.