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Building Trust 2013
Trends, Tools, and RESULTS
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Welcome to Training Industry Webinars
Building Trust 2013
Trends, Tools, and RESULTS
The Conference Board’s 2013 Top Ten CEO Challenges
“Trust”
6 © Interaction Associates Inc.
Today’s Presentation
1. Some quick definitions and context
2. Dive into the data
3. A tool to help you/your leaders build trust
7
Need assistance? Call Member Services (866) 538-1909 or email
Survey Context 2009-2011
8 © Interaction Associates Inc.
Survey Snapshot 2013
9 © Interaction Associates Inc.
Building Trust 2013 surveyed nearly 400 leaders at more than 290 global organizations, polling them on behaviors and issues at the intersection of trust, leadership, and collaboration.
11 © Interaction Associates Inc.
12 © Interaction Associates Inc.
13 © Interaction Associates Inc.
"High Performing Organizations" are organizations whose net profit grew more than 5% over the last year.
High Performing Companies
14 © Interaction Associates Inc.
“Low Performing Organizations" are organizations whose net profit shrank or grew less than 5% over the last year.
Low Performing Companies
High vs. Low Performing Companies
28%
30%
15%
15%
11%
Up to 5% improvement
Unchanged
5-10% improvement
More than 10% improvement
NET PROFITS: 2013 compared with 2012
HIGH PERFORMING
LOW PERFORMING
Negative (loss)
16
Effectiveness at Achieving Business Outcomes
• Top line/revenue growth (41% gap)
• Profit growth (39% gap)
• Competitive market position (26% gap)
• Exhibiting organizational behavior that is consistent with company values/ethics (24% gap)
High Performing vs. Low Performing
High Performing vs. Low Performing
HPOs . . . • Focus more on customer loyalty and
retention (10% gap)
• demonstrate higher levels of trust (30% gap)
• have more effective leadership (27% gap)
• and are more likely to have a collaborative environment (27% gap).
. . . than LPOs.
Trust in Business Survey 2013
18 © Interaction Associates Inc.
1. Dramatic Rebound in Trust and Leadership
2. Employee Involvement and Engagement Skyrocket
3. Leaders Walk the Talk
4. Trust is a Decision, Not an Inherent Trait
5. Top 5 Leadership Actions that Build Trust
Five Key Findings
© Interaction Associates 19
Rebound in Levels of Trust and Leadership
© Interaction Associates 20
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To what degree do the following statements describe your organization?
All Respondents: Organizational Culture
Leadership and Trust = Significantly Higher than in 2012
38% 36% 34% 31% 32%
27%
My organization haseffective leadership
My organization is highlycollaborative.
Employees have a highlevel of trust in
management and theorganization.
2013 2012
22
Thinking about the level of trust within your organization, to what extent does the following describe your company?
% Describes extremely/very well
All Respondents
1 Significantly higher than 2012
Leadership is consistent, predictable and
transparent in their decisions and actions.
2013 2012
32% 1
23%
23
High Performing vs. Low Performing
To what degree do the following statements describe your organization? (% describes extremely/very well)
58% 56% 56%
31% 29% 26%
Leadership Collaborative Trust
HPO 2013 LPO 2013
Employee Involvement & Engagement Skyrocket
© Interaction Associates 24
3x
Our employees
view their jobs as a
means to a
paycheck; if another
opportunity came
along, they would
take it.
Our employees are
satisfied with the
company; they see
it as a good place
to work. Few would
be motivated to
seek another job.
Our employees are
highly engaged
and are committed
to their profession
and jobs;
employees willingly
expend
discretionary effort
to achieve results.
In addition to being highly
engaged, our employees
are actively involved and
share responsibility for
the organization’s
success; managers
provide meaningful
opportunities for
employees to give input
and/or participate in
decisions that affect
them.
Disengaged Passively Engaged
Engaged Involved
24% 7%
0% 20% 40% 60% 80% 100%
HPOs
LPOs
31% 35% 23% 11%
27% 42% 24% 7%
HPOs vs. LPOs: Engagement and Involvement
© Interaction Associates 26
Engagement/Involvement and Retention Gap: All Respondents – Net Effectiveness at
Retaining Key Employees
7%
40%
60% 60%
Leaders Walk the Talk
© Interaction Associates 27
Leaders Walk the Talk
© Interaction Associates 28
Trust is a Decision, not an Inherent Trait
© Interaction Associates 29
How would you define "trust"? Chat Question
30 © Interaction Associates Inc.
Please type your answer in your “Questions” window.
© Interaction Associates 31
trust (n.) a willingness to put yourself at
risk based on another person’s actions
Trust
Aligned Purpose
Expertise
Past Experience
Basis of Trust
Readiness to Trust
Willingness to Trust
On what basis do you trust someone? (choose all that apply)
Poll Question
32 © Interaction Associates Inc.
• Past experience with them • Their level of expertise • Degree of alignment in purpose
Trust Matters
© Interaction Associates 33
More than 80% of Building Trust 2013 respondents say they need to trust their boss or senior leaders in order to be effective in their work.
© Interaction Associates 34
Trust Matters
Only 18% of people in general trust business leaders, according to the 2013
Edelman Trust Barometer.
© Interaction Associates 35
Trust Matters
How big is the gap between the need to trust one's leaders and actual levels of trust in leaders? (please choose one)
Poll Question
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• They're about the same • The need to trust is greater than actual
trust • The need to trust is twice as great as
actual trust
“Employees have a high level of trust in management and the organization.”
© Interaction Associates 37
Trust Matters
0%
10%
20%
30%
40%
50%
60%
70%
All Respondents LPOs HPOs
38%
26%
56%
Leadership
© Interaction Associates 39
How can I build trust?
Five top actions Leaders can take to Build Trust Now
© Interaction Associates 40
1. Set employees up for success by providing tools, resources and learning opportunities (41%)
2. Provide adequate information around decisions (41%)
3. Seek input prior to making decisions (40%)
4. Consistently act in alignment with company values (35%)
5. Give employees an inspiring, shared purpose to work toward (28%)
Top 5 Leadership Actions the Build Trust
© Interaction Associates 41
Set employees up for success with Stretch Delegation learning opportunities.
What YOU Can Do Now.
Time
Perf
orm
ance
New Job
Stretch Delegation
Opportunity
Performance
Surge
Stretch
Delegation
Opportunity
Performance
Dip
Without
Stretch
© Interaction Associates, Inc.
The Power of Stretch Delegation
Full Report Now Available
44 © Interaction Associates Inc.
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