NCCET Sustaining Workforce Trust For Distribution

© 2008 TrustWorks Group, Inc.

Building and Maintaining Building and Maintaining Workforce Trust: Workforce Trust: The Key to Sustainable The Key to Sustainable PartnershipsPartnerships

Leslie LarrabeeInterim Director Center for Training & Development College of the Desert

Marty Waller, MBABusiness Development ManagerCNM Workforce Training CenterCentral New Mexico Community College

© 2008 TrustWorks Group, Inc.

WORKPLACE TRUST: Just WORKPLACE TRUST: Just Another “Touchy-Feely” Topic?Another “Touchy-Feely” Topic?

© 2008 TrustWorks Group, Inc.

Effects of Trust in the WorkplaceEffects of Trust in the Workplace

Enron failure fuels investor distrust

SEATTLETIMES.COM

December 6, 2001

The Fragility of Organizational Trust: Lessons From the Rise and Fall of Enron

STEVEN C. CURRALL and MARC J. EPSTEINApril 3, 2003

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DIS-DIS-

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Effects of Trust in the WorkplaceEffects of Trust in the Workplace^̂

DIS-DIS-

Spouse Trouble: Management Consulting (management problems due to distrust between Andersen Worldwide units Arthur Andersen and Andersen Consulting)

The Economist (US)

June 1997

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Fallout: distrust, uncertainty

WORLDCOM: The latest scandal isn't a surprise to some. Others await the next financial debacle.

By JEFF HARRINGTON, Times Staff Writer

© St. Petersburg Times, June 27, 2002

Effects of Trust in the WorkplaceEffects of Trust in the Workplace^̂

DIS-DIS-

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Effects of Trust in Effects of Trust in YOURYOUR Workplace Workplace^̂

DIS-DIS-

Taking credit for someone else’s work

Playing favorites Dishonesty Withholding information Talking about people

behind their backs Lying Breaking promises Not following through No or negative feedback Demeaning Demanding Personal attacks

Asking for input and ideas Validation Praise Recognition Encourage potential Sharing information Inclusion in decision-

making Advocating Listening Safe environment Get results Caring

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We Know It When We Feel ItWe Know It When We Feel It

The Ouch Factor: Trust Busters Behaviors that erode or destroy trust,

e.g. lying

The Aaaah Factor: Trust Boosters Behaviors that build and sustain trust,

e.g. praise and recognition

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Trust is the FoundationTrust is the Foundation

All relationships Safe work environment Confidence building Productivity Risk taking Creativity and innovation Loyalty to organizations

© 2008 TrustWorks Group, Inc.

Did you know that you can Did you know that you can identify and modify trust boosting identify and modify trust boosting and trust busting behaviors?and trust busting behaviors?

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TrustWorks!TrustWorks!®® Model Model

a Able

bcd

Believable

Connected

Dependable

Demonstrate Competence

Act with Integrity

Care about Others

Maintain Reliability

ELEMENTS COMPONENTS

Components include 3 identifiable behaviors

Components include 3 identifiable behaviors

Components include 3 identifiable behaviors

Components include 3 identifiable behaviors

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A Common LanguageA Common Language

Allows Communication

About issues impacting performance, motivation, sustainability

Without attacking or demoralizing

That opens and encourages dialogue

© 2008 TrustWorks Group, Inc.

Self AssessmentSelf Assessment Give employees meaningful feedback on their

performance Make sure employees receive sufficient guidance in how

to be effective in their jobs Admit when I am wrong Avoid talking behind people’s back Listen well Share information about myself Do what I say I will do Make promises that I can keep

Hardly Ever [ H S O V A ] Always

© 2008 TrustWorks Group, Inc.

Trust Trust ScorecardScorecard1. Enter the number of

H, S, O, V and A responses from your self-assessment for each section - A, B, C, D.

2. Multiply by the number indicated and enter your result.

3. Add the result of each to determine your total score for each section.

© 2008 TrustWorks Group, Inc.

Self-Perception Self-Perception

Use Action Plan Sheet What Trust Elements are your highest?

What Trust Elements are your lowest?

Create Next Steps to strengthen trust behaviors

© 2008 TrustWorks Group, Inc.

Think About a SituationThink About a SituationBack HomeBack Home

Using the Trust Worksheet: Describe a situation that demonstrates trust, either good or

bad low morale, poor results, strong team effort,

good communication, etc.

Identify the key person(s) and behaviors impactingthe situation

Using the ABCD Trust Model, identify the Trust Element where the behaviors occur

A = lack of results

Create a plan on how to address/manage the situation

© 2008 TrustWorks Group, Inc.

The Trust Buzz…The Trust Buzz…Rebuilding Trust in

the Workplacehealingtheworkplace.wordpress.com

July 20, 2008At least one quarter of all people visiting this blog have clicked on

the post Building Trust in the Workplace.  I suppose that this

shouldn’t surprise me given that this blog is called healing the

workplace.Trust is a core value for most of us and the opposite of trust is

betrayal. So…when trust is broken in organizations… employees feel betrayed.

© 2008 TrustWorks Group, Inc.

Current Communications/Team Current Communications/Team Building/Leadership ProgramsBuilding/Leadership Programs

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Trust ToolsTrust Tools

Facilitator Kit

Participant Kit

PACE Assessment

360° Assessment

Support Tools

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Words From the Master…Words From the Master…

Marty Waller, MBAMarty Waller, MBABusiness Development ManagerCNM Workforce Training CenterCentral New Mexico Community College

© 2008 TrustWorks Group, Inc.

Lovelace Health PlanLovelace Health Plan

Addressing Trust TrustWorks tools in the solution mix Training Impact on client environment Sustaining client partnership

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US Forest ServiceUS Forest Service

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TrustWorks TrustWorks Community College Community College

Channel Partner Channel Partner ProgramProgram

Discounts Facilitator Training Sales Training Channel Support

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Building and Maintaining Workforce Building and Maintaining Workforce Trust: Trust: The Key to Sustainable PartnershipsThe Key to Sustainable Partnerships

Questions?

© 2008 TrustWorks Group, Inc.24

Resources for YouResources for You

Leslie LarrabeeLeslie LarrabeeInterim Director, Center for Training & DevelopmentCollege of the DesertOffice Direct: (760) 773-2530Email: llarrabee@collegeofthedesert.edu

Marty Waller, MBAMarty Waller, MBABusiness Development ManagerCNM Workforce Training CenterOffice Direct: (505) 224-5229Email: mwaller@cnm.edu

Cindy OlmsteadCindy OlmsteadPresident/FounderTrustWorks Group, Inc.Office Direct: (619) 295-5678Email: colmstead@trustworksgroup.com

Barbara DorrisChannel Marketing ManagerTrustWorks Group, Inc.Office Direct: (619) 295-5678Email: bdorris@trustworksgroup.com

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