understanding and developing our resilience strategies for strengthening our capacities for...

Understanding and Understanding and Developing Our Developing Our

Resilience Resilience Strategies for Strengthening Our Capacities Strategies for Strengthening Our Capacities

for Surviving (and Thriving on) for Surviving (and Thriving on) Organizational Change Organizational Change

© 2005, Photograph by Jeff Russell

www.wlpgroup.com

© 2009, Russell Consulting, Inc. © 2009, Russell Consulting, Inc. Workplace Learning and Performance Group

Antwone Antwone FisherFisher

His father was killed by a gunshot blast shortlyHis father was killed by a gunshot blast shortlybefore he was born in Cleveland, Ohio, USA in 1959.before he was born in Cleveland, Ohio, USA in 1959.

His 17-year-old mother gave him up forHis 17-year-old mother gave him up forfoster care.foster care.

Lived for 14 years in foster family — where he wasLived for 14 years in foster family — where he wasphysically and psychological abused and wherephysically and psychological abused and wherehe was sexually abused by a neighbor. Withdrawshe was sexually abused by a neighbor. Withdrawsinto himself. into himself.

At 16, his Foster parents dump him . . . He is sent by the State At 16, his Foster parents dump him . . . He is sent by the State to reform school — although he had no criminal record.to reform school — although he had no criminal record.

Becomes homeless at 18 when the State gives up its “hold” on Becomes homeless at 18 when the State gives up its “hold” on himhim

Joins the Navy — after episodes of explosive anger, Fisher Joins the Navy — after episodes of explosive anger, Fisher begins an 11 year healing journey.begins an 11 year healing journey.

Leaves the Navy. Works as a security guard at Sony Pictures Leaves the Navy. Works as a security guard at Sony Pictures while enrolling in a screenwriting class. Is “discovered” by a while enrolling in a screenwriting class. Is “discovered” by a producer on the Sony set.producer on the Sony set.

2001 publishes his memoirs 2001 publishes his memoirs Finding FishFinding Fish — becomes a NYT — becomes a NYT bestseller.bestseller.

Writes screenplay of this life. This becomes the bestselling Writes screenplay of this life. This becomes the bestselling movie movie Antwone FisherAntwone Fisher, directed by Denzel Washington., directed by Denzel Washington.


Nelson Nelson MandelaMandela

1918, born in a rural black 1918, born in a rural black homeland of South Africa.homeland of South Africa.

Father’s death lands him in Father’s death lands him in the care of a powerful the care of a powerful relative.relative.

Runs away from his guardian Runs away from his guardian to avoid an arranged to avoid an arranged marriage, he apprentices to a marriage, he apprentices to a law firm — where he is law firm — where he is exposed to the injustices of exposed to the injustices of apartheid. Studies law and apartheid. Studies law and becomes an attorney.becomes an attorney.

He shuns a comfortable life to He shuns a comfortable life to take up the cause of take up the cause of democratic nonviolent democratic nonviolent revolution against apartheid.revolution against apartheid.

Government brutally crushes Government brutally crushes democratic efforts, bans ANC, democratic efforts, bans ANC, and arrests Mandela.and arrests Mandela.

Incarcerated for 27 years in Incarcerated for 27 years in Robben Island Prison.Robben Island Prison.

Declares: “Declares: “Any man or Any man or institution who tries to rob institution who tries to rob me of my dignity will loseme of my dignity will lose.”.”

Organizes an “Island Organizes an “Island University” where work University” where work details and recreational details and recreational breaks become classrooms in breaks become classrooms in philosophy, history, philosophy, history, economics, politics, economics, politics, literature, etc.literature, etc.

1989 begins secret 1989 begins secret negotiations with negotiations with government for his release government for his release and the peaceful transition to and the peaceful transition to democracy.democracy.

1990 first democratically 1990 first democratically elected President of South elected President of South Africa.Africa.


Harriet Harriet TubmanTubman Harriet Ross was born into slavery in 1819 or 1820, inHarriet Ross was born into slavery in 1819 or 1820, in

Dorchester County, Maryland, USA.Dorchester County, Maryland, USA. Raised under brutal conditions, subjected to whippings asRaised under brutal conditions, subjected to whippings as

a small child. At the age of 12 she was seriously injureda small child. At the age of 12 she was seriously injuredby a blow to the head, inflicted by a white overseer whenby a blow to the head, inflicted by a white overseer whenshe refused to assist in tying up a man who hadshe refused to assist in tying up a man who hadattempted escape.attempted escape.

Marries John Tubman at 25. Five years later leaves herMarries John Tubman at 25. Five years later leaves herhusband and escapes slavery when she feared she would be sold husband and escapes slavery when she feared she would be sold South.South.

Given a piece of paper by a white neighbor with two names, and Given a piece of paper by a white neighbor with two names, and told how to find the first house on her path to freedom. Travels the told how to find the first house on her path to freedom. Travels the Underground Rail Road to Philadelphia where she meets William Underground Rail Road to Philadelphia where she meets William Still.Still.

Begins relocating members of her family to St. Catherines, Begins relocating members of her family to St. Catherines, Ontario.Ontario.

Personally guides more than 300 person to freedom as a Personally guides more than 300 person to freedom as a Conductor on the Underground Rail Road.Conductor on the Underground Rail Road.

After the Civil War, moves to Auburn, New York . . . Where she After the Civil War, moves to Auburn, New York . . . Where she began her work for the rights of women.began her work for the rights of women.

During the Civil War, Tubman served as a soldier, spy, and a nurse.During the Civil War, Tubman served as a soldier, spy, and a nurse.


Viktor Frankl — Viktor Frankl — 1905-1905-19971997 Born in Vienna, Austria. At age 4 wanted to becomeBorn in Vienna, Austria. At age 4 wanted to become

a doctor.a doctor. 1928 organizes free counseling centers for youth in1928 organizes free counseling centers for youth in

Vienna.Vienna. 1930 earns his doctorate in medicine. Continues1930 earns his doctorate in medicine. Continues

training in neurology and runs psychiatric unit.training in neurology and runs psychiatric unit. 1938 Nazis invade Austria. He applies for a VISA to the1938 Nazis invade Austria. He applies for a VISA to the

U.S. — but decides to stay to care for his elderly parents.U.S. — but decides to stay to care for his elderly parents. 1942 appointed director of neurological unit at the only Jewish 1942 appointed director of neurological unit at the only Jewish

hospital in Vienna. He begins writing hospital in Vienna. He begins writing The Doctor and the SoulThe Doctor and the Soul.. 1942: He marries, but soon his entire extended family is 1942: He marries, but soon his entire extended family is

arrested and deported to the camps. His wife, parents, and arrested and deported to the camps. His wife, parents, and brother all perish in the camps.brother all perish in the camps.

His manuscript is destroyed upon arriving in Auschwitz.His manuscript is destroyed upon arriving in Auschwitz. Helps organize a camp lecture series and concert performances.Helps organize a camp lecture series and concert performances. Succumbs to Typhoid fever. Stays alive by focusing on Succumbs to Typhoid fever. Stays alive by focusing on

reconstructing his manuscript on stolen pieces of paper.reconstructing his manuscript on stolen pieces of paper. 1945 Auschwitz liberated.1945 Auschwitz liberated. Publishes his reconstructed book and then writes Publishes his reconstructed book and then writes Man’s Search Man’s Search

for Meaningfor Meaning in only nine days — selling over 5 million copies in in only nine days — selling over 5 million copies in U.S. alone.U.S. alone.


Our Learning ObjectivesOur Learning Objectives Define resilience and its importanceDefine resilience and its importance Describe the emotional roller-coaster Describe the emotional roller-coaster

of changeof change Identify the disruptive nature of Identify the disruptive nature of

changechange Identify the characteristics that Identify the characteristics that

enable someone to be resilientenable someone to be resilient Assess your RQAssess your RQ Develop resilience in yourself and Develop resilience in yourself and

support its development in otherssupport its development in others


Resilience . . . Resilience . . .

What does it mean to be What does it mean to be resilient?resilient?

Why is resilience important to Why is resilience important to us as individuals?us as individuals?

To our organization?To our organization?


What Resilience Looks What Resilience Looks Like . . .Like . . .

Resilient people . . .Resilient people . . .

View problems and challenges as View problems and challenges as opportunities.opportunities.

Learn from their mistakes/failures.Learn from their mistakes/failures.

Succeed despite their hardships.Succeed despite their hardships.

Seek out new and challenging Seek out new and challenging experiences.experiences.


What Resilience Looks What Resilience Looks Like . . .Like . . .

Don’t let anxiety and doubts overwhelm Don’t let anxiety and doubts overwhelm them.them.

Have a sense of humor and realistic Have a sense of humor and realistic optimism under stress.optimism under stress.

Don’t feel shame or depression in theDon’t feel shame or depression in theface of failure.face of failure.

Transform helplessness into power.Transform helplessness into power.

Move from being a victim toMove from being a victim tobeing a survivor.being a survivor.


ResilienceResilience: re-sil-ience, : re-sil-ience, nn. . . the ability to recover . . . the ability to recover from or adjust easily to from or adjust easily to misfortune or change.misfortune or change.

. . . the capability of a . . . the capability of a strained body to recover strained body to recover its size and shape — to its size and shape — to bounce back — after bounce back — after being subjected to being subjected to adversity or stress.adversity or stress.


Why We Need Resilience @ Why We Need Resilience @ WorkWork

Rapid changes in our environment.Rapid changes in our environment. Pressures to do more with less.Pressures to do more with less. The need to play multiple roles, The need to play multiple roles,

wear multiple hats, and satisfy wear multiple hats, and satisfy multiple customers in our jobs.multiple customers in our jobs.

Work/life balance Work/life balance OUTOUT of ofbalance.balance.

Greater workplace diversity.Greater workplace diversity. Changing job descriptions.Changing job descriptions.


Why We Need Resilience @ Why We Need Resilience @ WorkWork

Increasing pressure to achieve Increasing pressure to achieve higher levels of performance.higher levels of performance.

Outsourcing, downsizing, and the Outsourcing, downsizing, and the fear of job loss.fear of job loss.

Project overload.Project overload. Loss of control over our work.Loss of control over our work. Mergers and acquisitions —Mergers and acquisitions —

blending (and the clash) ofblending (and the clash) oforganizational cultures.organizational cultures.

Uncertainty about the future . . .Uncertainty about the future . . .


The Journey The Journey Through Through ChangeChange

LookingBack

LookingForward

Chaos

Stability

Comfortand Control

Inquiry,Experimentation,

and Discovery

Learning,Acceptance, and

Commitment

Fear, Anger,and Resistance

As we As we (individually and (individually and organizationally) organizationally) move from move from stabilitystability to to chaoschaos, , there is a greater there is a greater need for need for resilienceresilience

Leading Change Leading Change model from model from Change BasicsChange Basics, Jeff and Linda , Jeff and Linda Russell, (ASTD Press, 2006)Russell, (ASTD Press, 2006)


Resilience is a Mindset . . Resilience is a Mindset . . ..

Resilience is less about who we are thanResilience is less about who we are thanabout how we about how we thinkthink..

Our mindsets or “Our mindsets or “mental modelsmental models””directly influence and shape how we directly influence and shape how we view the world and how we viewview the world and how we viewourselves in the world.ourselves in the world.

This view of self, in turn, influencesThis view of self, in turn, influenceshow we how we respondrespond (our behaviors) to (our behaviors) to adversity and stress — with a adversity and stress — with a healthy/productive response or an healthy/productive response or an unhealthy/unproductive responseunhealthy/unproductive response

The strength of our resilience mindset and The strength of our resilience mindset and the force of our behaviors enable us to, in the force of our behaviors enable us to, in turn, influence or turn, influence or shape our environment.shape our environment.


Human Nature . . .Human Nature . . .1.1. People want to maintain control over their People want to maintain control over their

lives.lives.

2.2. People develop self-confidence and People develop self-confidence and psychological health by building stable and psychological health by building stable and effective relationships with others.effective relationships with others.

3.3. Our sense of control, comfort, and well-Our sense of control, comfort, and well-being results from the degree of certainty being results from the degree of certainty we have about our life.we have about our life.

4.4. Change disrupts our ability to predict Change disrupts our ability to predict what’s in store for us.what’s in store for us.

5.5. The more a change disrupts our ability to The more a change disrupts our ability to envision our future, the greater our envision our future, the greater our confusion, fear, anxiety, and self-doubt.confusion, fear, anxiety, and self-doubt.

6.6. Resilience enables us to survive, even Resilience enables us to survive, even thrive, on the challenges posed by a thrive, on the challenges posed by a changing environmentchanging environment


Assessing Your Assessing Your ResilienceResilience

Respond to each of the 32 Respond to each of the 32 statements using the six-point scalestatements using the six-point scale

Transfer your scores to the Score Transfer your scores to the Score Sheet (page 3, 5, or 7 Sheet (page 3, 5, or 7 [note to [note to consultant, choose page depending consultant, choose page depending upon which version of the RQ you upon which version of the RQ you are using]are using]))

Calculate your RQ dimension scores Calculate your RQ dimension scores and your Overall RQ scoreand your Overall RQ score


Characteristics of Resilient Characteristics of Resilient PeoplePeople

What enables What enables someone to be someone to be resilient?resilient?

What characteristics What characteristics might people develop might people develop in themselves to in themselves to strengthen their strengthen their resilience?resilience?


Develop Your Develop Your ResilienceResilience

Feel Self-AssuredFeel Self-Assured Create a Personal VisionCreate a Personal Vision Be FlexibleBe Flexible Get OrganizedGet Organized Be Able to Solve ProblemsBe Able to Solve Problems Be Socially CompetentBe Socially Competent Get ConnectedGet Connected Be ProactiveBe Proactive


First Dimension:First Dimension:Self-AssuranceSelf-Assurance

Viewing the world as complex Viewing the world as complex and challenging . . . But filled and challenging . . . But filled with opportunity.with opportunity.

Holding a positive self-Holding a positive self-perception.perception.

Confident in one’s ability to Confident in one’s ability to meet any challenge with hope meet any challenge with hope and realistic optimism.and realistic optimism.

You gain strength, courage You gain strength, courage and confidence by every and confidence by every experience in which you experience in which you really stop to look fear in the really stop to look fear in the face. You face. You mustmust do the thing do the thing you think you cannot do.you think you cannot do.

— — Eleanor RooseveltEleanor RooseveltAmerican American

stateswomanstateswomanb. 1884, d. 1962b. 1884, d. 1962



Second Dimension:Second Dimension:Personal Vision/PurposePersonal Vision/Purpose

Knowing what you believe in.Knowing what you believe in. Having a clear vision of what Having a clear vision of what

you want to accomplish/achieve.you want to accomplish/achieve. Approaching adversity and Approaching adversity and

stress with a sense of hope.stress with a sense of hope. Belief and purpose carries you Belief and purpose carries you

forward into life.forward into life.

Destiny is no matter of Destiny is no matter of chance. It is a matter of chance. It is a matter of choice: It is not a thing to choice: It is not a thing to be waited for, it is a thing be waited for, it is a thing to be achieved.to be achieved.

— — William Jennings BryanWilliam Jennings Bryan U.S. statesman and U.S. statesman and politicianpolitician b. 1860, d. 1925 b. 1860, d. 1925



Third Dimension:Third Dimension:Flexible/AdaptableFlexible/Adaptable

Aware of and sensitive to Aware of and sensitive to changes in the environment.changes in the environment.

Able to shift gears in response Able to shift gears in response to what is happening.to what is happening.

Remaining true to your Remaining true to your purpose/vision while making purpose/vision while making room for other’s ideas and room for other’s ideas and opportunities . . .opportunities . . .

Blessed are the flexible, for they Blessed are the flexible, for they shall not be bent out of shape.shall not be bent out of shape.

— Dr. Michael McGriffy— Dr. Michael McGriffy

© 2000, Photograph by Jeff © 2000, Photograph by Jeff RussellRussell

It is not the strongest of It is not the strongest of the species that survive, the species that survive, nor the most intelligent, nor the most intelligent, but the most responsive but the most responsive to change.to change.

— — Charles DarwinCharles DarwinBritish naturalistBritish naturalistc. 1809-1882c. 1809-1882



Fourth Dimension:Fourth Dimension:OrganizedOrganized

Creating structures and Creating structures and methods to bring order and methods to bring order and stability on your own terms.stability on your own terms.

Setting realistic goals for Setting realistic goals for yourself.yourself.

Managing the moments with Managing the moments with calm and clarity of purpose . . .calm and clarity of purpose . . .


Fifth Dimension:Fifth Dimension:Problem SolverProblem Solver

Thinking critically and reflectively.Thinking critically and reflectively.

Viewing impossible problems as Viewing impossible problems as challenges and opportunities for challenges and opportunities for learning and growth.learning and growth.

Collaborating with others.Collaborating with others.

Anticipating setbacks and missteps.Anticipating setbacks and missteps.

Solving problems for the long-term.Solving problems for the long-term.

Viewing failures as opportunities for Viewing failures as opportunities for inspirationinspiration

The greatest glory of living The greatest glory of living lies not in never falling, but in lies not in never falling, but in rising every time you fall.rising every time you fall.

— — Nelson Nelson MandelaMandela

South African anti-South African anti-apartheid activistapartheid activist

First President of First President of post-apartheid South post-apartheid South AfricaAfrica

b. 1918b. 1918


Success is not final. Failure is Success is not final. Failure is not fatal. It is the courage to not fatal. It is the courage to continue that makes the continue that makes the difference.difference.

— — Winston ChurchillWinston ChurchillBritish statesman and Prime British statesman and Prime

MinisterMinisterb. 1874, d. 1965b. 1874, d. 1965



Sixth Dimension:Sixth Dimension:Interpersonal CompetenceInterpersonal Competence

Demonstrating empathy and Demonstrating empathy and understanding for others.understanding for others.

Displaying emotional intelligence Displaying emotional intelligence — self-awareness, self-control, and — self-awareness, self-control, and social awareness.social awareness.

Laughing at yourself.Laughing at yourself. Seeking out others’ perspectives.Seeking out others’ perspectives.


Seventh Dimension:Seventh Dimension:Socially ConnectedSocially Connected

Reaching out to others.Reaching out to others. Building bridges, sharing Building bridges, sharing

solutions, exploring opportunities solutions, exploring opportunities together.together.

Discovering common ground.Discovering common ground. Contributing to other’s welfare — Contributing to other’s welfare —

giving of yourself.giving of yourself. Touching others’ hearts . . .Touching others’ hearts . . .


Eighth Dimension:Eighth Dimension:ProactiveProactive

Engaging change directly.Engaging change directly. Focusing on — and expanding — Focusing on — and expanding —

your sphere of influence.your sphere of influence. Focusing on actions that you can Focusing on actions that you can

take vs. waiting for others to act.take vs. waiting for others to act. Experiencing small victories . . .Experiencing small victories . . . Leading others through change Leading others through change

by setting the example . . .by setting the example . . .


FlexibleApproach

SelfAssurance

PersonalVision

OrganizedProblemSolver

InterpersonalCompetence

SociallyConnected

Proactive

24

4

8

12

16

20

4

8

12

16

20

24

12

8

4

16

20

24

4

8

12

16

20

24

4

8

12

16

20

24

4

8

12

16

20

24

4

8

12

16

20

24

4

8

12

16

20

24


Interpreting Your RQ Interpreting Your RQ ScoresScores

175 to 192175 to 192 Very ResilientVery Resilient:: You are consistently You are consistently able to deal effectively with and even thrive on able to deal effectively with and even thrive on change.change.

128 to 174128 to 174 ResilientResilient: Most of the time you are : Most of the time you are able to deal with change in a positive manner. able to deal with change in a positive manner. You have a number of mechanisms in place that You have a number of mechanisms in place that help you deal with the uncertainty of change. help you deal with the uncertainty of change.

96 to 12796 to 127 Somewhat ResilientSomewhat Resilient: Change has a tendency to : Change has a tendency to knock you off your best performance. You have knock you off your best performance. You have some difficulty regaining your footing. some difficulty regaining your footing.

32 to 9532 to 95 Not Very ResilientNot Very Resilient: Change creates major : Change creates major challenges for you. You are frequently challenges for you. You are frequently unprepared for the uncertainty and lack of unprepared for the uncertainty and lack of stability that change creates. stability that change creates.

People are always blaming People are always blaming their circumstances for what their circumstances for what they are. I don't believe in they are. I don't believe in circumstances. The people circumstances. The people who get on in the world are who get on in the world are the people who get up and the people who get up and look for the circumstances look for the circumstances they want, and if they can't they want, and if they can't find them, make them.find them, make them.

― ― George Bernard George Bernard ShawShaw

Irish playwrightIrish playwrightb. 1856, d. 1950b. 1856, d. 1950


Danger!Danger!

HiddenHidden OpportunityOpportunity

The Crisis of The Crisis of Change Change . . .. . .


Developing ResilienceDeveloping Resilience

What actions or new ways What actions or new ways of thinking can you of thinking can you take/embrace to take/embrace to strengthen strengthen youryour resilience?resilience?

What actions can you take What actions can you take to help strengthen to help strengthen resilience in resilience in othersothers??


Strengthening Strengthening YourYour ResilienceResilience

Know what’s important toKnow what’s important toyou — define your personalyou — define your personalvision and your core valuesvision and your core values

Reframe your mental models —Reframe your mental models —challenge your assumptionschallenge your assumptionsabout yourself and othersabout yourself and others

Identify what you can Identify what you can change/influence and what you can’t change/influence and what you can’t and focus on what you can influenceand focus on what you can influence


Strengthening Strengthening YourYour ResilienceResilience

Assume a “can do,” proactive Assume a “can do,” proactive attitudeattitude

Take care of yourself — mentally and Take care of yourself — mentally and physicallyphysically

Reach out to others — find newReach out to others — find newconnections and strengthenconnections and strengthenexisting onesexisting ones

Create/build a discipline that gives Create/build a discipline that gives you the structure/stability/order you you the structure/stability/order you needneed


Helping Others Strengthen Helping Others Strengthen TheirTheir Resilience . . .Resilience . . .

Remind people what ISN’T changingRemind people what ISN’T changing Increase opportunities for social Increase opportunities for social

connectionsconnections Increase communication about the coming Increase communication about the coming

changes/challengeschanges/challenges Shift grousing and whiningShift grousing and whining

toward problem solvingtoward problem solving Listen to their anxietiesListen to their anxieties

and fearsand fears Acknowledge their lossesAcknowledge their losses Engage staff in developing a shared vision Engage staff in developing a shared vision

of a realistically optimistic futureof a realistically optimistic future


Helping Others Strengthen Helping Others Strengthen TheirTheir Resilience . . .Resilience . . .

Encourage a healthy work/life balanceEncourage a healthy work/life balance Hold “brown bag” seminars on health, Hold “brown bag” seminars on health,

wellness, stress management, taking care of wellness, stress management, taking care of yourself, etc.yourself, etc.

Promote EAP (employee assistance program) Promote EAP (employee assistance program) servicesservices

Explain the “whys” of theExplain the “whys” of thechange/challengeschange/challenges

Celebrate the little victoriesCelebrate the little victoriesalong the wayalong the way

Keep the team togetherKeep the team together Break problems/challenges into bite-size Break problems/challenges into bite-size

piecespieces

Change is Change is inevitable, growth is inevitable, growth is optionaloptional . . . . . .

(Resilient (Resilient people are able people are able to choose to choose growthgrowth))


Sometimes I lie awake at night, and Sometimes I lie awake at night, and I ask, "Where have I gone wrong?“ I ask, "Where have I gone wrong?“ Then a voice says to me . . . Then a voice says to me . . .


"This is going to take more than "This is going to take more than one night.”one night.”

— — Charles M. SchulzCharles M. SchulzCharlie Brown in Charlie Brown in

"Peanuts“"Peanuts“American CartoonistAmerican Cartoonistb. 1922, d. 2000b. 1922, d. 2000

and it's just incredibly and it's just incredibly pathetic that it has to be us.pathetic that it has to be us.

— — the late Jerry Garciathe late Jerry Garcia (of the Grateful (of the Grateful

Dead)Dead) b. 1942, d. 1995 b. 1942, d. 1995


Somebody has to do Somebody has to do something . . .something . . .


Recommended Recommended ReadingReading

The Resilience FactorThe Resilience Factor, by Karen , by Karen Reivich and Andrew Shatté (New Reivich and Andrew Shatté (New York: Broadway Books, 2002)York: Broadway Books, 2002)

The Power of ResilienceThe Power of Resilience, by , by Robert Brooks and Sam Robert Brooks and Sam Goldstein (New York: McGraw-Goldstein (New York: McGraw-Hill Contemporary Books, 2004)Hill Contemporary Books, 2004)

Thank you for the Thank you for the opportunity to guide you in opportunity to guide you in exploring your resilience!exploring your resilience!

© 2000, Photograph by Jeff Russell© 2000, Photograph by Jeff Russell

Developed byDeveloped byww.wlpgroup.com

understanding and developing our resilience strategies for strengthening our capacities for...

Documents