Trust at workplace – from words to actions

Trust is one of the most important elements in building relationships both at work and in private life. It is one of the essential parts in managing people and building high-performance teams and organizations.

Trust is built on actions not on words. Many leaders see trust as one of the core values of the organization that need to be communicated to employees and to the public. However, communicating alone is not sufficient to change how people behave and what they believe. Trust should be seen as an operational necessity. Without it the members of the team will not feel safe enough to open up, to admit when they have made a mistake, to take risks and to collaborate with each other. Building and maintaining a work environment where trust is not just a declared value, is one of the keys to have a functional and productive team.

When looking at the organization form hierarchical point of view, the top management should be the source of inspiration for all employees when it comes to organizational values. Then, through departmental and team managers the values should be transmitted and adopted from all employees. How can managers build and maintain trust in their team? What are the behaviors and actions that help can built at the workplace?

Leading by example

Leaders need to be a living example of the values of the organization and show people that they trust others. Team members are always watching and learning from their managers. Every employee wants to trust and believe in their managers. They want see that their managers are really looking out for their best interests and that they can rely on them when it comes to work related situations. 

Consistency between words and actions

Doing what we say we will do is one of the basic conditions when it comes to gain other’s trust. People need to know that they can rely on us and that things agreed it will also be done. Without this the interactions will be superficial and unproductive. There are of course situations when because of different factors we will not be able to deliver what we initially said. When this happens it is essential to be open and communicate the obstacles as soon as possible, ask for help if necessary and/or communicate what we intend to do.

Ownership of mistakes

Working together often brings mistakes. Blaming others it might seem the easiest way, however when everyone starts pointing fingers, an unpleasant atmosphere will be developed. What can be done instead is to encourage the team to think about the mistake in a constructive way: find the best solution, think about ways to avoid that in the future and learn from the mistakes.

Trust is the foundation of all solid and healthy relationships and while it can take a long time to build, at the same time can be destroyed by a single action or misconception.

Can trust be rebuilt after it has been betrayed? What does it take for that to happen? People and situations are so different and is almost impossible to generalize and give a clear answer. What it can be done is trying to build and maintain trust and when we fail in doing that, to do our best in rebuilding trust. Only this way we will find the answer to the two questions from above. 

  

Setting goals – what actually works?

If you don’t know where you want to go, you will never get there. This is a quote I heard long time ago and that I always like to give as example when it comes to goal setting.

As there are so many theories out there on this topic I decided to test some of them in order to see which one will work for me. I could choose from hundreds of techniques, advice and methods. I could use images, graphics, lists, computer programs and in some cases my imagination or meditation would have been enough.    

In the past seven years I have tried several of methods and stayed with the one that helped me to get to the results I wanted.

What it works for me when it comes to both personal and professional goals is the following: breaking long terms goals into intermediate goals that will help me achieve the long term goal. Then I set other goals that will lead me to the intermediate goals and repeat this until I get to specific actions that I need to do in the present. I have also found very useful to set the goals following the SMART rule. Shortly the characteristics of a SMART objectives are:

Specific: Goals should be simplistically written and clearly define what you are going to do.

Measurable: Goals should be measurable so that you have tangible evidence that you have accomplished them.

Achievable: Goals should be achievable; they should stretch you slightly so you feel challenged, but defined well enough so that you can achieve them. You must possess the appropriate knowledge, skills, and abilities needed to achieve the goal.

Results-focused: Goals should measure outcomes, not activities.

Time-bound: Goals should be linked to a time frame that creates a practical sense of urgency, or results in tension between the current reality and the vision of the goal. Without such tension, the goal is unlikely to produce a relevant outcome.

To be more specific, here is an example

Let’s say that you are a senior accountant and your long term goal is to become the Head of accounting in an international company, in the next 5 years.

What would it take for you to get there? (Intermediate goals for the medium term)

1. Find a job as Accounting Manager – December 2014

2. Master in Economy - 2016

3. Getting accounting qualifications - 2015

4. Working with certain operations and accounting standards - 2018

5. International work experience – 2018

6. Find a job as Head of accounting - 2019

What would you need to do to achieve every of these goals? (Intermediate goals for short term)

1. Find a job as Accounting Manager – October 2014

- Research on job market, requirements, jobs open on the market, companies that could be interesting – December 2013

- Preparing CV – January 2013

- Updating professional profile on online social media channels – January 2014

-  Increase online social network with 20% until April 2014

- Contacting recruitment agencies – March 2014

- Sending applications – minimum 1 per week – starting March 2014

And so on with every intermediate goal on medium term.

Regarding the form, simple lists like the ones from above are sufficient for me. However, for some people graphics, diagrams or pictures might work better.

Some specialists say that is helpful to share your goals with other people. For me this is not working at all and I prefer to keep my goals just for myself as I think they are something very personal. 
It is essential to periodically read your goals and cut of the list the ones you have already achieved or to update the list with new dates or new mini goals.

I believe that there are no good or bad methods when it comes to goal setting. Each of us should try out and choose the strategy or technique that has the best results for us, or even combine them.
The main thing is to have a goal and strive to achieve it.

Workplace conflicts

Conflicts are never pleasant and almost everybody will say that they don’t want to be involved in one. However, conflicts appear quite often at the workplace due to the fact that this is a place where people with different education, professional and cultural background are put together to work and therefore to interact both at professional and personal level.

Interpersonal conflicts are caused generally by office politics, gossip, rumours as well as by language and personality styles clashes. Another source of workplace conflict can be different the various ideas about personal success. The strong drive for work related achievement in some employees can clash with co-workers who do not emphasize work-related success in their lives.

Organizational conflicts are frequently related to the hierarchy and to the inability to resolve conflicting interests. Resource allocation, the distribution of duties, workload and benefits, different levels of tolerance for risk taking and different views on accountability are just some of the sources of organizational conflicts.

For both interpersonal and organizational conflicts one of the things that generates or amplifies them is assuming. “Never assume, always double check” is one of the most valuable lessons I have learned until now in the different work environments I have been.

So many times we make mistakes just because we assume things. Why do we tend to make assumptions instead of verifying things? Here are some of the most frequent situations:

We consider that the other person thinks like us.  In our head what we think is so logical that we automatically believe that this is what is logical for everybody. This is most of the times wrong. We have different understanding of things and facts, different background, different opinions, we are so different one from another that the chances for two people to think exactly the same about a situation are extremely low.

We misinterpret the messages from others. Not everyone is paying very much attention to the way they say things verbally or in written and sometimes messages that have no harmful meaning are interpreted as aggressive or offensive. Assuming that the person who sends us the message has something against us, without clarifying the situation can only generate conflicts.

We think we know so well a certain issue and we don’t need any further information. Therefore, we tend to assume the things that we are actually not sure about. 

We think someone will do something because we are convinced that is their responsibility. This happens quite often in teams working for a project where the responsibilities are not clear. Everybody assumes that someone else will do a certain thing and in the end nobody does it.

Staying away from conflicts at work it doesn’t mean agreeing with everyone and everything. What we can do instead is to acknowledge the situations that might generate a conflict and react in a professional and constructive way. Not making assumptions and not taking things personal are from my point of view, some of the golden rules when it comes to workplace relations. 

It's our way or the highway - frequent mistakes in employee orientation

Every new beginning is stressful and starting a new job is no exception. New activity, colleagues, environment and new rules. Fresh starters need to discover and adapt to all this as fast as possible so that they can feel comfortable at work and start being productive.

The new employee orientation process is often overwhelming as it’s charged with tasks like making new employees feel welcome, establishing their responsibilities, orienting them in their new position and familiarizing them with the company culture.

  

The best orientation programs are divided between three parties: the Human Resources Department, the direct supervisor, and a colleague of the new employee. As it is the case with all other processes in which more people are involved, it is always a good idea to have a written procedure which establishes who does what and when. This way the new employee receives all the information needed in an efficient way.  

Here are some of the most common mistakes done in the induction process:

Overwhelming the new employees on the first day. The last thing someone wants to do in his first day is to have it filled with dry, boring and tedious information. Spending an entire day filling out long and confusing forms can often result in a loss of interest in their new job. The first day is always tough. Including less formal gatherings between meetings and arranging for a group of staff members to treat the new hire to lunch on the first day are always good ideas that will make the on-boarding easier.

No formal induction procedure. An impressive number of employers don’t have a formal and planned induction process. The employees need to learn what they can about the organization on their own and/or from coworkers.

Improper introduction of the employee to the colleagues. The new hire doesn't know yet any of his colleagues and has no social relations in the company. Therefore this would also be a good time to assign a mentor or buddy to the new hire as an immediate resource for any questions and key information about organizational culture and goals.

Lack of a plan with objectives and responsibilities.  Very often it happens that details like objectives, strategy and expectations of future results are given gradually and disorganized. This will only bring confusion about new employee’s job functions.

Improper work station. An empty workstation is to a new employee what an abandoned hotel is to a guest. Before the employee arrives on day one, make sure the phone and computer, complete with voice mail and e-mail accounts, are set up. The new hire should also have a copy of an organizational chart, staff list, and phone directory.

Insufficient information regarding company information, policies – including dress code and late policies – and benefits.

Induction seen as one time event. There are still many companies where the orientation of the new employees occurs, for the first and last time, on their first day on the job. New hire orientation is a process and should consist in constant feedback at least in the first 90 days.

Most employers appreciate the importance of carefully recruiting, assessing and selecting ideal candidates for employment in their organizations, however only some of them realize that successful recruitment is only the first step. Once a new employee is hired, the equally important job introducing the new employee into the company begins. 

Writing a letter of intent ...every beginning is hard

Writing a letter of intent is for many candidates one of the most difficult parts when preparing a job application. The purpose of this document is to grab the attention of the hiring manager, introduce the applicant, and inform the manager of the applicant’s abilities as well as answering several questions. All this in one page document and without copying what is written in the resume.

Here is how a young candidate is trying to get the attention of the employers and find his first job.

Email content:

Dear HR at [...],

Hello, I am […], who have just graduated from […] University of Munich yesterday!! And here I am to apply for the job: "ENGINEER ".

Maybe there is a gap between your requirement and my ability, since you are looking for some guy with at least 3 years professional experience. However I consider myself as faster learner with positive "Can do" attitude. And also I have almost 2 years experience in the industry level as a working student. So I think it won't be a problem to fit into the new environment.

Anyhow, please spend some time to have a look at my CV and Cover Letter attached in this e-mail, and I  really appreciate for your time and effort!!

Wish you have a nice day and future.

Best Regards,

[…]  

Letter of intent

Dear Sir/Madam at […],

Hi, I’m […], who just graduated from […] university in Munich on Oct 22th this year (2013).

I find myself a competitive candidate for the position ‘’Engineer” for the following reasons:  […]

Last but not least, I consider myself as a fast learner with energetic “Can do” attitude. Since I have overcome so many difficulties during my studying and working time, I believe I can and will survive in the future career. :-p

To sum up, I think myself a very excellent candidate and have confidence to handle this job perfectly. Please pay some attention on me and I won’t let you down.

Best Regards,

[…]

Do you think this candidate will be invited to an interview for the position he applied for? Do you think this approach will bring any good results at all? How would you react or respond if you were a recruiter or a hiring manager who receives such an application?

Do you want to know how to motivate your employees?

STOP DEMOTIVATING THEM. This is what one of my clients told me last week. Although not demotivating employees doesn't mean that they will be motivated, knowing what could be demotivating might help in building a solid and productive team.

Therefore, here are some of the most common things that can demotivate people at work:

Uncertainty. Employees expect from their managers and from the company clear messages and full information regarding what is expected from them, what they need to do, who is evaluating them and on what criteria, what they need to do to have a good performance, how they can achieve that, how the company functions and why certain decisions are made. Without that, the employees will not feel part of the company, will not understand what their role is and will feel like their efforts and skills are not used and appreciated.

Inappropriate or no feedback. Everybody needs feedback in order to see where they have done good and wrong, to improve and to see if they are going in the right direction. Giving only negative feedback or positive feedback can be very demotivating and have a huge impact on the productivity.

Unclear strategy. When the employees don’t understand what the strategy of the company is and why some decisions are made, they will see them as chaotic and they will show resistance in implementing those decisions. On the long run this is very demotivating.

Lack or poor leadership. Lack of support towards the employees, poor communication, lack of empathy, not keeping ones word, inconstant decisions and unfair treatment towards the employees are just some of the signs of poor leadership.

No development or new responsibilities. Repeating the same processes and not facing new challenges can negatively affect one’s attitudes. Most employees want to keep on learning new things. Some want to do that faster, some slower, some want to take on more responsibilities and some not. In any of the situations, people need some variety in their work in order to keep their motivation and performance high. What managers should do is to find out what are the expectations of each of their employees and try to offer manage them by offering the right development opportunities at the right time.

The most common situation is that employees who feel demotivated leave the company. However, not all demotivated employees do that. Some of them stay there and complain, have a poor performance and create a bad atmosphere in the team.

No matter if they leave or not the company, having demotivated employees can be extremely negative for any company. 

Hiring Managers: Stop Asking Silly Interview Questions

By: Steven Jarrett, Ph.D.

Steven Jarrett, Ph. D.  is a Project Consultant at SelectInternational.  He has extensive experience researching, developing, implementing and validating unique selection solutions in organizations.  Steven has worked in a variety of industries including manufacturing, retail, healthcare and education. 

Hiring Managers: Stop Asking Silly Interview Questions

Exhibit A.  Silly Interview Question: If you were a tree, what kind of tree would you be?

Anyone who has done their fair share of interviewing has probably been faced with a question like this at one point or another. So, what is the right answer? Should you say a redwood because given the right environment you will be able to thrive and grow to your greatest potential? Or should you say willow because you feel you can sway and adapt as the “winds of change” move the organization?

My advice: Find a new organization because if this is the sophisticated tool they are using to hire their employees into the organization, you are likely to have a typewriter issued to you on your first day of work instead of a computer. 

Just as technology is ever-changing, our knowledge of how to gather job relevant, predictive information in the interview continues to develop over time. An interview is considered to be a tool and with any tool its ability to predict performance and turnover is directly linked to the design of the tool and the ability of the interviewer to use that tool. You would not give someone, without any training, a chainsaw and ask them to cut down some trees, would you? But often times organizations hand someone an interview guide (or not even) and say “go find me an employee”. One can obviously see the issue with using either an old tool that is no longer effective or a new tool with an inexperienced operator.

So, here are some tips to make sure you getting the most out of your interview process:

1) Make sure you are using the most sophisticated tool possible.  For example: a tool that is structured, job relevant, and measures both ability and motivation.

2) Make sure your operators (interviewers) are using the tool consistently and in line with common best practices.

3) Always be working to improve both your tool and your operator through refinement and training.

For more tips and information on how to improve the interviewing process, download the eBook on the Importance of Training Interviewers

Why nobody replies to my application?!?!

If you ever asked yourself this question maybe at the end of this article you will have the answer. When after a month of constantly sending applications you receive no feedback at all, it might be a good idea to review your CV and letter of intent. Answering the following questions could be a good starting point.

This exercise will work only if you are honest to yourself. In some cases it might be necessary to ask the opinion of one or two friends.

1. Did you write your phone number and email on the CV? If yes, are you sure they are correct?

2. Read again your email address? Is it anything else than a combination of your first and last name? Maybe the email address you created when you were 14?!?

3. Take a look at the picture on your CV. Is it really a CV picture?

4. Go through your experience. Did you write perhaps the whole job description for each position? If yes, it would be a good idea to keep only the most important 4-5 responsibilities.

5. How many pages has your Resume? No matter how rich is your work experience the CV shouldn't have more than three pages. Otherwise it will only make recruiters take a deep breath and move on to the next candidate.

6. Did you read the job ad before applying? Do you really think that your experience, studies and qualifications match the job profile?

7. Are you sure that your CV has no grammar and spelling mistakes? If yes, ask a friend to read it carefully for you. You might have some surprises.

8. Did you write your work experience and studies in chronological order? Did you start with the most recent activity?

9. Look at the dates on your CV? Are there any unexplained gaps in employment? If yes, this might raise lots of questions for the recruiters who will rather focus their attention on other candidates with complete Resumes than call you to clarify the gaps.

10. Read again the cover letter. Is it addressed to the right person? If yes, go further and read it as if you are the employer. Did you perhaps get bored in the middle? Is it really saying why you are right for the position?

Even if you have the feeling that your CV is great, it is always a good idea to ask for a second opinion. Ideally it would be great to have a professional opinion however you don’t have this opportunity, even a friend who has nothing to do with recruitment, might give you feedback that could help improving your CV. 

Looking forward to your feedback!

Giving and receiving feedback is a powerful tool at the workplace. It informs employees about their performance and behavior within the team. Without feedback, employees will get in a frustrating uncertainty that can become very demotivating. Feedback should be given and received in all directions in a hierarchy: from peers to peers, from employees to managers, from managers to employees. The purpose is to give guidance and to motivate people in reaching their goals. Giving feedback is not as easy as it may seem. If not done properly, the effect can be extremely negative: people will feel unmotivated and might even take the feedback as a personal attack.

It is commonly known that the feedback can be positive or negative. We need both of them to improve our performance even if the negative feedback is sometimes harder to accept. Both forms are ok from my point of view as long as they are constructive. Knowing how to give feedback is especially important for managers because they are the ones who need to guide and motivate the team. If they fail in giving right feedback, the performance of the whole team will suffer. What I discovered to be a very efficient way of giving feedback is the sandwich technique. In this process positive and negative feedback are offered alternatively. This way the employee will accept easier the negative comments as he will see that despite the things he needs to improve there are also things for which he is appreciated. Let’s take for example a meeting between a manager and one of his employees where the manager wants to give feedback to the employee about a specific situation.

This is the way I would see things going:

• The manager asks the employee his opinion about the situation he wants to address: “How do you think it went?”, “What did you think went well?”, “What do you wish you had done differently?”,
• The manager gives positive feedback: compliments the employee on the behavior or performance he wants to encourage and states the specific current behavior or performance that is complimented
• The manager gives negative feedback: focuses on the actions of the employee, not on the person, mentions the actions the person took or specific things said and defines positive future steps
• The manager gives positive feedback again and develops goals that the employee can work toward and explains how he will provide guidance.

Most of us are afraid of negative feedback because it is unpleasant and hard to accept. However both positive and negative feedback should be seen as sources of learning and improvement.

If we don’t receive feedback at work, we should go and ask for it. Otherwise we will lose a great chance to grow personally and professionally. 

WORK LIFE imBALANCE

For some people their job is not just a source of income but a part of who they are and therefore they will go the extra mile to get the job done even if that means constantly doing overtime, working also at home or in weekends. In the end they are so caught in their work that they almost have no time for personal life. The stress and tiredness will inevitably lead to the phenomenon called burnout. Some of us learn the importance of work life balance only after they go through or are close to exhaustion.

After almost a year of working an average of 55 hours per week, skipping lunch breaks, being available also during weekends and covering the responsibilities of 3 jobs in 2 different locations I started questioning my life style. My body was also giving me all the hints I needed that things are not ok. I could not sleep well, I started feeling burns in my stomach, I was always tired and nervous. Why did I push myself to the limits? It was not for money, that's for sure.

It all happened with a promotion, a great chance I've been given and my wish to prove that I can do a good job. This motivated me so much that I did not think anymore about my personal life and health. Getting things done and being able to deal with such high volume of work gave me a sort of energy that was making me continue in that rhythm for a quite long period of time. One night, while going at home from work I waited in the subway station for about 30 minutes because I was not realizing that I need to take the subway to go home. I was so tired that my brain must have stopped. I was just standing there staring at the subways passing one after another. When I realized what had just happened, I decided that this can't go on like this.

It's ok to be devoted to your job and to want a career, however no rewards or money could ever pay back one’s health or personal life.

A trainer told me once that it's up to us how we use our time at work. If we need to eat at our desk and at the same time do something for work that's fine. I totally disagree with that.

The lunch break should be for two things only: lunch and break from work. Only like this we will refresh and be able to concentrate for the rest of the day. When it comes to overtime, unfortunately there are many companies where working long hours is already part of the corporate culture. The managers work until late and they expect all other employees to do the same. Some employees will even start feeling bad for leaving at the end of the normal working hours.

Doing overtime can show someone's commitment to the company if it's done occasionally, in special or emergency situations. However if someone is constantly doing overtime this can be a sign of bad time management, incompetency or overloading. Working until exhaustion might have good results on short term for the company but devastating effects on medium and long term for both the company and the employee. Employees who take care of their personal life, who work normal hours, rest enough and who keep themselves healthy will be far more productive and motivated than the ones who do the opposite.

No matter the cause of work life imbalance, there is always a solution. The first step is to admit that we have a problem.

Are your emails effective?

One of the first lessons I started learning at my first job where I also had my own email address was how to communicate in written. 
I was not sure about the way I was expressing things, if I was polite enough, if my message was clear and complete. Therefore I have sent my first important emails only after they have been checked by my manager.  Due to the fact that I was responsible for the internal communication procedures of the company, I have got deeper and deeper into the subject communication at the work place.

Did you ever write an email asking for something and receiving something else? Or did you ever write an email informing about something and then receiving a whole bunch of questions on that subject? Did you have to come back with a second email with information you didn't put in your initial email? Were your emails sometimes misunderstood or ignored?

If yes, you should know that most probably it was your fault even if what we tend to do in this kind of situations is to blame the receiver of our message. 

“How could he not understand that?”, “Why do they ask this basic things?”, “Why don’t they answer to my email in time? ”, “Why did she replied so aggressive to my email? ”

All these questions should be replaced with questions like: 
“Was my mail clear enough?”, 
“Did I give all necessary details?”, 
“Did I write to the right person?”, 
“Did I mention the deadline for answering or acting in certain way?”, 
“Was my message professional?”

Every time we don’t get what we want through an email we should read it again and try to put ourselves in the shoes of the reader. If that is too hard, what works most of the time is to ask a colleague to read our message and give us feedback. I find this method useful especially when there is a risk of being involved in a conflict. Now and then we might receive emails on an aggressive tone or in which we are accused of different things. Our first natural instinct tells us to defend ourselves and reply on the same tone. However this will only bring us in a stressful situation and damage the relations with our colleagues. It might be a better idea to wait a while before answering.

What I have learned in time and what works for me is to write my first answer as it comes on the moment, save it as a draft and continue working on other things. After at least one hour I go back to the draft, I read it carefully and try to adjust it so that it’s not aggressive and that will express an objective point of view and a possible solution if that’s the case.

The premises of a team should be trust and confidence that everyone works towards reaching a common goal. Having this in mind it will be easier to presume the good intentions of our colleagues no matter the way we perceive their messages. It could very well happen that their intentions are not aggressive at all and that they just didn't pay attention at the way they expressed what they wanted.

RE: Your application 32456

“Dear Ms Melita, 

Thank you very much for the interest you show for an employment in our company. 

Unfortunately, we cannot offer you an employment in our company at this time. But we are confident that your qualification and knowledge will allow you to develop yourself with regard to your profession and according to your wishes. 

We wish you good luck for your future in your private and professional life. “

It’s not easy or pleasant to receive such emails. However it’s quite inevitable when looking for a job. Like with any other rejection we need to be able to handle them properly and make the best out of the situation. Otherwise our chances to find our best potential job might drop considerably.

First of all, before starting the search it’s important to set our expectations right. That means we should expect the following:    

• We might be looking for several months before finding the job we want
• Inevitably we will receive messages like the one from above
• It could happen that we go to two or three interviews with the same company and still receive at the end a message telling us that someone else was chosen for the job
• For certain applications we will have no feedback at all
• We need to put considerable effort and to invest time and energy in order to prepare our applications, search for jobs, send them and constantly try to improve our CVs and letters of intent

Realizing all this from the beginning will not make the search process easier but will help us keep up our level of energy and confidence. One of the common mistakes people do when looking for a job is creating a CV and letter of intent and use them as they are during the whole process.

Doing the same thing and expecting different results doesn't make too much sense. Therefore applying with the same CV after receiving negative feedback it might not be the best idea.

We will never know exactly why we were rejected no matter how much we think and speculate about it. Instead of spending time thinking at the reasons the employer had, it would be more efficient to try and review our CV and letter of intent and improve it constantly.

The online environment is full with information on how to create CVs and letters of intent. All we need to do is to adapt the information to our situation and try different styles until we find the one that works for us. What we should not forget is that our CV is the first thing the employer will know about us. Even if it might sound obvious, the photo we choose to put in this document needs to be a professional one adequate for a business relation.

Having someone else checking our CV might also be very useful. If we don’t have any friends who work in HR we can look for someone who has recent experience with job applications or contact HR professionals who would be willing to evaluate our CV. We should never be happy with just one opinion. People have different experiences and points of view regarding this aspect even if they work in HR.

The quality of our application is the only thing we can really influence. All other things are speculations and suppositions.

When we understand that negative answers as well as positive ones are part of the recruitment process, our chances to go smoothly through it and to find the job that we really want will be definitely higher.