How Genuine Conversations creates resilience
The strength of a team lies not just in its skills or strategies, but in its ability to stay connected, adapt to challenges, and bounce back from adversity — qualities we call resilience. At the core of resilience is something deeply human and deceptively simple: the ability to have genuine conversations.
Why Genuine Conversations Matter
Genuine conversations go beyond surface-level check-ins. They involve active listening, vulnerability, and empathy. When leaders can foster a culture of genuine conversations, teams gain clarity, trust, and a shared sense of purpose. This deep connection becomes the glue that holds people together during the toughest of times.
Psychological safety, where team members feel safe to speak up, admit mistakes, and challenge ideas, is proven to be a key predictor of team performance. Genuine conversations are the foundation of that safety. Without them, stress and uncertainty compound silently, breeding disengagement and burnout.
Five Ways Genuine Conversations Create Resilience
They Normalize Struggle
Resilient teams don’t hide from difficulty; they name it. When leaders openly acknowledge challenges and invite others to share their experiences, it sends a powerful message: struggle is part of the journey. This normalizes discomfort and reduces shame, allowing people to face hardship with greater courage.
They Create Shared Meaning
In fast-paced or high-stakes environments, people can easily lose sight of the ‘why’. Genuine conversations reconnect individuals to shared values, purpose, and direction. When people feel their work matters and aligns with something bigger, they become more invested and adaptable in times of change.
They Strengthen Relationships
Resilience isn't a solo sport. It's about how well people support and rely on each other. Through the practice of genuine conversations, your team develop a sense of empathy, deepen their understanding of each other’s strengths and limitations, and build the trust necessary to navigate conflict or crisis as a tight unit.
They Surface Unspoken Tensions
Avoiding difficult topics doesn’t make them go away, it makes them grow underground. Genuine conversations create the space to surface and address the "real" issues early. When teams learn to lean into discomfort together, they build emotional agility and reduce the risk of long-term dysfunction or worse yet ‘fake harmonious’ relationships which over time fester and undermine teamwork.
They Reinforce Growth Mindsets
Teams that talk openly about failures, feedback, and learning journeys foster a culture of continuous improvement. Mistakes become moments of insight rather than sources of shame. That mindset shift is critical for sustained resilience.
How to Foster Genuine Conversations as a Leader
Model Vulnerability
Share your own uncertainties, reflections, and growth edges. When leaders are real, it gives others permission to be real too.Ask Better Questions
Move beyond the grunts of “How’s it going?” & “How was your weekend?” to “What’s challenging you right now?” or “What would support look like this week?”Listen to Understand, Not to Fix
Often, people aren’t looking for solutions, they’re looking to be heard. Practice holding space without rushing to give answers.Make Space for Reflection
Slow down to debrief experiences, celebrate wins, and process setbacks. Resilience is cultivated in reflection, not reactivity.Build Conversational Rituals
Regular check-ins, weekly one on one’s, walking meetings to get the energy flowing, team circles, or story-sharing sessions can normalize and embed genuine conversations into the team culture.
The Wrap :
Resilient teams don’t just happen, they’re built, one genuine conversation at a time. By making the conscious effort to move past the surface-level interactions, genuine conversations are a powerful leadership act. They remind us that beneath the titles and tasks, we are one team with a common purpose, looking to achieve success together.
By fostering team resilience through the use of genuine conversations, you not only strengthen your teams' ability to weather the tough times but also cultivate environments where your team will thrive, connect, and grow.
Brent Novak - Director
Perception vs. Perspective: Key Factors in Enhancing Emotional Intelligence
It all begins with an idea.
Title: Perception vs. Perspective: Key Factors in Enhancing Emotional Intelligence
Emotional Intelligence (EQ) has become a vital skill in today's interconnected world, influencing how we interact with others and navigate our emotions. When discussing EQ, it's important to distinguish between two concepts: perception and perspective. Understanding these differences can significantly impact an individual's ability to improve their emotional intelligence.
Defining Perception and Perspective
Perception is the process through which we interpret sensory information, creating an understanding of our immediate environment. It involves how we see, hear, and feel; it is often influenced by our emotions, past experiences, beliefs, and biases. For example, a person may perceive criticism as a direct attack on their character, which can lead to defensiveness or withdrawal.
Perspective, however, refers to a broader viewpoint or lens through which we understand our circumstances and the experiences of others. It involves the ability to step back and consider different angles, contexts, and narratives. A person with a more expansive perspective may recognize that feedback is a tool for growth rather than a personal affront, allowing them to respond with curiosity instead of defensiveness.
The Role of Perception in Emotional Intelligence
Improving EQ begins with refining our perception of our emotions and the emotions of those around us. Being emotionally intelligent requires self-awareness—the ability to identify and understand our feelings and how they influence our actions. When we improve our perception, we become more attuned to our emotional triggers.
For instance, during a stressful meeting, we may feel anxiety rise within us. A heightened perception allows us to notice these feelings in real-time, making it easier to manage them constructively instead of letting them influence our behavior negatively. Recognizing physical sensations tied to our emotions—such as tension in the shoulders or a racing heartbeat—enables us to practice self-regulation, a key component of EQ.
The Power of Perspective in Emotional Intelligence
While perception focuses on immediate awareness, perspective broadens our understanding. It allows us to consider how others might feel and why they might behave as they do. This empathetic viewpoint is crucial for effective communication and collaboration, as it fosters deeper connections with others.
When we adopt a more comprehensive perspective, we learn to appreciate the complexity of human behavior. For instance, if a colleague is acting withdrawn, shifting our perspective may lead us to consider that they could be dealing with personal challenges rather than viewing their behavior as a reflection of our relationship. This understanding fosters compassion and contributes to a supportive environment that enhances teamwork.
Strategies to Enhance Perception and Perspective
To improve emotional intelligence, individuals can employ various strategies targeting both perception and perspective:
Mindfulness Practices: Engaging in mindfulness and meditation can heighten perception. By focusing on the present moment, we can develop awareness of our thoughts, emotions, and physiological responses. This can lead to greater emotional regulation and a more measured response to stress.
Reflective Journaling: Keeping a journal can help individuals explore their emotional experiences, fostering a better understanding of their perceptions. Writing about daily interactions enhances self-awareness and encourages reflection on how emotions inform our responses.
Active Listening: Practicing active listening helps cultivate perspective. By genuinely trying to understand others' feelings and viewpoints, we can broaden our emotional repertoire and foster empathy, a cornerstone of emotional intelligence.
Seek Feedback: Engaging in open conversations and seeking feedback from trusted friends or colleagues can provide valuable insights into our perceptions. Others can offer alternative perspectives that may not have been considered, enriching our understanding.
The Wrap
Perception and perspective are interconnected elements that significantly influence emotional intelligence. While perception allows us to grasp our immediate emotional landscape, perspective provides a broader context that can shape our responses to ourselves and others. By cultivating both, we enhance our emotional intelligence, which enables us to navigate personal and professional relationships more effectively. In a world where understanding and collaboration are more important than ever, improving EQ through these concepts is not just beneficial; it is essential.
Using Feedback as your teams Superpower
It all begins with an idea.
Having spent over 23 years with the Flight Centre Travel Group, I’ve had the privilege of growing both professionally and personally within a culture that is unlike any other. Grounded in the company’s core values of irreverence, ownership, and egalitarianism, and brought to life through guiding philosophies like Our People, Our Customer, Brightness of Future, Taking Responsibility, and Family-Village-Tribe, I’ve seen firsthand how culture can shape not only an organization, but the individuals within it.
There are three constants in our world: Growth, Profit, and Change. These aren’t isolated drivers, they work in tandem to create momentum, transformation, and a shared sense of purpose. Over the years, across roles, brands, and geographies, I’ve had the opportunity to help steer some of that change, and support others in doing the same. In that process, I’ve come to recognize one leadership tool as especially powerful: Feedback. When done well, is a Superpower, it changes everything.
Why Feedback is a Superpower, Not Just a Leadership Tool
In high-performance environments, it’s easy to assume feedback is about correction, performance reviews, or formal assessments. But the kind of feedback that truly shapes culture is everyday feedback, the ongoing, peer-to-peer, in-the-moment observations that help people feel seen, supported, and accountable. More than anything, feedback, given and received openly fuels psychological safety. And psychological safety is the foundation of trust, innovation, and resilience within any team.
The Hallmarks of a Feedback-Driven Culture
Recognition is Timely and Specific: Great teams don’t wait to acknowledge great work. They reward the right behaviours the moment they occur, and they call out behaviours that don’t align with team values when they arise. This creates clarity and reinforces expectations in real time.
Everyone gives & receives feedback: Feedback isn’t a top-down exercise, is lateral and reciprocal. Team members feel empowered to help each other grow, and leaders invite feedback on their own behaviours too, in fact I generally receive it first, which sets the tone for my team.
Listening is as Important as Speaking: Creating a feedback culture starts with being genuinely open to hearing the truth, even when it’s uncomfortable. When you model this openness, it cascades across teams, helping people feel heard, valued, and more willing to stretch.
Feedback Drives Action, Not Just Awareness: The real power of feedback lies in the action! Leaders that use feedback to inform decisions, adapt behaviours, and continuously improve, build credibility and create momentum.
Why Feedback Fuels Growth, Profit & Change
Growth, Profit & Change is fundamental to my leadership and Genuine Conversations within my team fuels all three:
Growth: It’s not just adding people & shops. It’s about continuous, constructive feedback that accelerates development and builds stronger leaders at every level.
Profit: I am not just talking topline. When people are clear on what good looks like they are empowered to self-correct performance and deliver results.
Change: This is not deploying systems & tools. Change is how we learn quickly, course-correct and stay aligned even as we evolve.
Creating a feedback-rich environment doesn’t require grand gestures. It requires consistency, humility, and a willingness to put culture first.
How to Embed Feedback into Your Leadership Style
If you’re a leader looking to build stronger teams and deeper connections, here are a few practical steps:
Ask for Feedback Before Giving It
Model vulnerability by regularly seeking input on your own behaviour. “What’s something I could be doing better to support you?” is a powerful question.Normalize Feedback as a Daily Practice
Don’t wait for performance reviews. Use feedback as a daily tool for recognition, alignment, and accountability.Connect Feedback to Values
Anchor feedback, both positive or corrective to your team values and philosophies. This reinforces alignment and meaning.Celebrate Feedback Champions
Recognize team members who give thoughtful feedback or show growth through feedback. Make it part of your reward and recognition system.Invest in Feedback Training
Equip your teams with the language and tools to give feedback constructively and receive it with curiosity.
The wrap:
Great teams don’t happen by chance. They are shaped by the conversations you have and the ones you avoid. Feedback, when approached with intention, is not just about improving performance. It’s about deepening trust, sharpening alignment, and evolving together.
As leaders, when we create environments where feedback flows freely and fearlessly, we not only elevate results we elevate each other. And that is what sustainable, resilient, people powered culture looks like.
Brent Novak - Director
Building Genuine Conversations: Corporate Lessons from Regional Australia
It all begins with an idea.
In today’s fast-paced corporate world, the art of genuine communication often feels like it’s been lost amidst the rush of targets, deadlines, and bureaucracy. However, there is something deeply powerful about the authentic conversations that take place in regional Australia, where people value trust, respect, and the strength of personal connections. These qualities offer a blueprint for how corporate leaders can shift their approach to foster deeper, more meaningful relationships with their teams, peers, and stakeholders.
The Country’s Simple yet Powerful Approach
In regional Australia, the way people interact is often governed by simplicity, transparency, and directness. You won’t find convoluted jargon or layers of miscommunication here. Whether it's in a rural town or on a farm, people greet each other with a genuine handshake—a gesture that signifies trust and respect. The handshake is not just a formal action but a promise of authenticity. There’s no need for a multi-page contract when people know each other by name and can rely on their word. It’s this straightforwardness that stands as a model for today’s corporate leadership.
Authenticity Above All Else
One key lesson that regional Australia teaches us is the value of authenticity. In these areas, people are often stripped of pretensions and titles; a genuine conversation happens regardless of a person’s status. You’ll find that in the country, a CEO and a farmhand may share a cup of coffee in the same room, and their interactions are rooted in respect and mutual understanding. This approach fosters a sense of community and belonging, where individuals feel valued for who they are rather than their role or rank.
For corporate leaders, this presents an opportunity to reshape the workplace. Instead of adhering to the rigid structures and unspoken hierarchies that often define corporate culture, we can take a more holistic approach to communication. Start by engaging in open dialogue, where every voice—regardless of position—matters. Listening to employees, understanding their challenges, and showing empathy creates an environment where collaboration thrives.
Moving Away from a ‘Contract-First’ Mentality
In the corporate world, the default setting for many business dealings is a heavily legalistic contract. However, in regional Australia, deals are often made based on the strength of a handshake, where mutual respect and personal integrity are the foundation of agreements. Imagine a world where negotiations don’t begin with clauses and fine print, but rather with the simple trust of knowing both parties are committed to doing the right thing by each other. It’s not to say that formal contracts don’t have their place, but the principle of trust first can lead to a much more cooperative and transparent environment in any business setting.
Leaders who embrace this mindset can build a more genuine culture of accountability. When employees and partners trust one another, they are more likely to act in the company’s best interest without fear of punitive consequences. A handshake is a symbol of that trust—one that encourages open, transparent communication and ethical behavior at every level.
Building a New Construct
Regional Australia’s approach is a powerful reminder that corporate life doesn’t have to be defined by infrastructure, KPIs, and performance reviews alone. A shift towards the simplicity and authenticity of regional communication can help redefine what successful leadership looks like. By prioritizing trust, respect, and human connection, you can cultivate an environment where employees feel truly valued and motivated to contribute their best.
Corporate leaders can apply the lessons from the country by focusing on the fundamentals: treating people with respect, engaging in meaningful conversations, and building trust over time. This shift may require leaving behind old habits and corporate norms, but the result will be a thriving, people-centric culture where genuine interactions lead to authentic growth and success.
In the end, it’s not the contracts or systems that will drive success—it’s the genuine connections and trust we build along the way.
Nick Gall - Director