1. RESILIENCE MASTERY The secret to true work life satisfaction and the key to team productivity, performance and profit … www.IRISconsulting.com.auBuilding the emotional strength of your team!

2. What is RESILIENCE? Engineers think of resilience as the capacity of material to absorb energy when it is deformed elastically. The ‘IT guy’ in your office would understand resilience to be the ability of the computer network to provide and maintain an acceptable level of service in the face of various faults and challenges to normal operation. Ecologists define resilience as the capacity of an ecosystem to tolerate disturbance without collapsing into a qualitatively different state that is controlled by a different set of processes. www.IRISconsulting.com.auBuilding the emotional strength of your team!

3. Just to make it a little easier… The school of physics has helped us to define resilience as: www.IRISconsulting.com.auBuilding the emotional strength of your team! Now that makes it easier!

4. In our words… Resilience is… The capacity of people to cope with stress and catastrophe. The ability to confront adversity and still find meaning. The ability to survive (practically) anything, not give up and still look forward to tomorrow (or at least two days from now)! www.IRISconsulting.com.auBuilding the emotional strength of your team!

5. Common Questions Where does resilience come from? Do some people have more of it than others do? Is this some unique quality only special people have? What role does the environment and culture play in hindering or helping ones resilience? www.IRISconsulting.com.auBuilding the emotional strength of your team!

6. The Simple Answer More then 30 years of research from such distinguished universities as Penn, Harvard, Stamford and the like would tell us everybody has a resilience factor. Moreover, the great news is resilience is not necessarily something we are born with, but something that can be taught. www.IRISconsulting.com.auBuilding the emotional strength of your team!

7. Resilience Mastery can be achieved by… Tutoring the development of seven fundamental strengths! www.IRISconsulting.com.auBuilding the emotional strength of your team!

8. STRENGTH ONE Emotion Regulation… This refers to the ability to stay calm under pressure; as well as keep cool in times of great excitement. www.IRISconsulting.com.auBuilding the emotional strength of your team! These seven factors are sourced from the writings of Dr Andrew Shatté of Adaptiv Learning Systems, King of Prussia, USA

9. STRENGTH TWO Impulse Control… The ability to restrain an urge. www.IRISconsulting.com.auBuilding the emotional strength of your team! These seven factors are sourced from the writings of Dr Andrew Shatté of Adaptiv Learning Systems, King of Prussia, USA

10. STRENGTH THREE Empathy… How well you are able to read others’ cues to their emotional and mental states. These seven factors are sourced from the writings of Dr Andrew Shatté of Adaptiv Learning Systems, King of Prussia, USA www.IRISconsulting.com.auBuilding the emotional strength of your team!

11. STRENGTH FOUR Optimism… This is the ability to see the future as realistically bright. These seven factors are sourced from the writings of Dr Andrew Shatté of Adaptiv Learning Systems, King of Prussia, USA www.IRISconsulting.com.auBuilding the emotional strength of your team!

12. STRENGTH FIVE Casual Analysis… The ability to accurately identify the causes of problems. These seven factors are sourced from the writings of Dr Andrew Shatté of Adaptiv Learning Systems, King of Prussia, USA www.IRISconsulting.com.auBuilding the emotional strength of your team!

13. STRENGTH SIX Self-Efficacy… The sense of being effective in the world. These seven factors are sourced from the writings of Dr Andrew Shatté of Adaptiv Learning Systems, King of Prussia, USA www.IRISconsulting.com.auBuilding the emotional strength of your team!

14. STRENGTH SEVEN Reaching Out… The ability to approach and extend out to others and seek new experiences. These seven factors are sourced from the writings of Dr Andrew Shatté of Adaptiv Learning Systems, King of Prussia, USA www.IRISconsulting.com.auBuilding the emotional strength of your team!

15. How does Resilience help business? Long-term research projects dating back to the 1960’s to today support the theory that human beings have four fundamental uses for resilience; these include… www.IRISconsulting.com.auBuilding the emotional strength of your team!

16. 1.Overcoming childhood obstacles – whether it is dealing with a broken home, object poverty, or even emotional neglect or physical abuse. www.IRISconsulting.com.auBuilding the emotional strength of your team!

17. 2.Steering through the everyday adversities that happen to each of us daily such as arguments with friends, family dramas or relationship distress. www.IRISconsulting.com.auBuilding the emotional strength of your team!

18. 3.Bouncing back and finding a way to move forward when we come up against a life altering event that blows us off course from our well planned (or not so planned) path. www.IRISconsulting.com.auBuilding the emotional strength of your team!

19. 4.Reaching out to others so that we can achieve all we are capable of when or goals are to find renewed meaning and purpose in life and to be open to new experiences and challenges. www.IRISconsulting.com.auBuilding the emotional strength of your team!

20. Now lets look at this in a true business sense… In 2002, a large multi-national finance company was confronting a number of obstacles in achieving their sales forecasts. Therefore, in February they had a team of new brokers and agents due to complete their initial training before entering the company’s sales force. As a tool to explore possible ways to overcome declining sales, the company commissioned a resilience training program; a random selection of 40 representatives (half of the graduating group) was put through one day of resilience mastery. As a measure of effectiveness, we monitored the level of sales earned by the sample group versus the group that did not participate in the training; the results speak for themselves… www.IRISconsulting.com.auBuilding the emotional strength of your team!

21. Results Speak In the first month after graduation the resilient trained group accounted for 75% of the sales made by the graduating group; www.IRISconsulting.com.auBuilding the emotional strength of your team!

22. Results Speak At the end of month three the resilient trained group accounted for 70% of the sales made by the graduating group; www.IRISconsulting.com.auBuilding the emotional strength of your team!

23. Results Speak At the end of month nine, the resilient trained group accounted for 65% of the sales made by the graduating group; and www.IRISconsulting.com.auBuilding the emotional strength of your team!

24. Results Speak 12-months after graduation the resilience trained group accounted for 63% of the sales achieved by the graduating group. www.IRISconsulting.com.auBuilding the emotional strength of your team!

25. Results Speak After this success the entire sales team was put through resilience mastery and sales have since exceeded targets and forecasts since – so data of trained and untrained agents can no longer be compared. www.IRISconsulting.com.auBuilding the emotional strength of your team!

26. Give your team the same chance… IRIS Consulting Suite 23 International House 104 Bathurst Street Sydney NSW 2000 Australia p. +61 2 9283 6983 f. +61 2 9267 8382 info@irisconsulting.com.au www.IRISconsulting.com.auBuilding the emotional strength of your team!