STUDY BOOK The power of language and actions, the basis for

COACHING: El poder del lenguaje y las acciones

management of our breakdowns and, ultimately, initiate a conversation to coordinate actions.

Difficulties to offer.

Trust is the foundation of any social relationship that is not based on force but on the authority that the other person confers on me, because he perceives me as a possibility for him. From trust we feel safe and supported by someone in future actions, and this makes us more creative and responsible in our work.

On the contrary, from distrust we feel insecure and, therefore, fear and vulnerability take over when we have to make decisions or propose new actions.

When norms or standards of behavior are ambiguous, not agreed or not respected, they affect the level of trust between members of an organization. How often do ambiguous business procedures lead to managers overruling salespeople or service providers? How often have such procedures not been constructed or validated with the people who have to apply them and so they look for shortcuts to comply? How often do people talk about it? How good are we at listening to each other's concerns? A leader's credibility is underpinned by his or her ability to listen to his or her team and to deliver on promises or commitments within the framework of shared values. This ability is an indicator of how much trust can be placed in him. His integrity and impeccability in what he promises is a product of being honest, accountable and competent. Otherwise he loses authority and may be the subject of malicious or cynical comments among his team members and will find it very difficult to coordinate actions with them. This does not mean that the leader is free from making mistakes in coordinating actions.

Difficulties in making a claim. Knowing how to make an effective complaint.

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European Open Business School