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CREATING TRUSTCREATING TRUST
RW & Associates, Inc.RW & Associates, Inc.
Bob PhillipsBob Phillips
November 1, 2006November 1, 2006
CREATING TRUSTCREATING TRUST
How Honest and Ethical How Honest and Ethical Are Are You?You?
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Let’s take a short Test….Let’s take a short Test….
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A new employee, who has been on the job for six A new employee, who has been on the job for six months and is one of your direct reports, asks months and is one of your direct reports, asks how he is performing. You have been how he is performing. You have been disappointed in his performance up to this point. disappointed in his performance up to this point.
Do you:Do you:a.a. Tell him that you are disappointed and why?Tell him that you are disappointed and why?b.b. Ask him how he thinks he is doing, and then Ask him how he thinks he is doing, and then
share your thoughts on where he might improve?share your thoughts on where he might improve?c.c. Tell him he’s doing fine, but watch him more Tell him he’s doing fine, but watch him more
closely and look for opportunities to help him closely and look for opportunities to help him improve?improve?
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Your boss has become enamored with automated answering Your boss has become enamored with automated answering systems, and spends a good deal of time and money with systems, and spends a good deal of time and money with the representative from the company that sold him the the representative from the company that sold him the system trying to figure out how to expand its application to system trying to figure out how to expand its application to every possible client inquiry, thus eliminating all need for every possible client inquiry, thus eliminating all need for human contact. Your customers keep telling you that they human contact. Your customers keep telling you that they HATE the system, and would rather speak to a real person. HATE the system, and would rather speak to a real person. When anyone questions the use of the system, your boss When anyone questions the use of the system, your boss gets very testy. gets very testy.
Would you:Would you:a.a. Tell him that the customers you deal with hate the system Tell him that the customers you deal with hate the system
and that it should be dumped?and that it should be dumped?b.b. Suggest ways that the system could be modified to please Suggest ways that the system could be modified to please
the customers who would prefer to deal with a real person?the customers who would prefer to deal with a real person?c.c. Say nothing and tell your customers there’s nothing you Say nothing and tell your customers there’s nothing you
can do about it?can do about it?
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You have been working late every night for the past month on several You have been working late every night for the past month on several special projects that your CEO has given to you at the last minute special projects that your CEO has given to you at the last minute and you are beginning to feel stressed, used, and unappreciated. and you are beginning to feel stressed, used, and unappreciated. Tonight you are scheduled to go see your seven-year-old perform Tonight you are scheduled to go see your seven-year-old perform in the school play. She approaches you as you are walking out the in the school play. She approaches you as you are walking out the door and asks you to stay late and put together some numbers so door and asks you to stay late and put together some numbers so she can use them in a presentation she is making tomorrow. This she can use them in a presentation she is making tomorrow. This is an assignment she could have easily given to you days ago, but is an assignment she could have easily given to you days ago, but she tends to do things at the last minute. If you stay, you will miss she tends to do things at the last minute. If you stay, you will miss the play. the play.
Would you:Would you:
a.a. Say, “OK,” stay to do the work and miss the play?Say, “OK,” stay to do the work and miss the play?b.b. Politely decline, explaining that you’re on your way to your child’s Politely decline, explaining that you’re on your way to your child’s
school play?school play?c.c. Say you’ll take care of it, go to the play, and then return to the Say you’ll take care of it, go to the play, and then return to the
office after the play to work on it late into the night?office after the play to work on it late into the night?
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““If you tell the truth, you never If you tell the truth, you never have to remember anything.”have to remember anything.”
Mark TwainMark Twain
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What do employees expect from What do employees expect from thethe
leadership of companies where leadership of companies where theythey
work? work?
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Right Management Consultants SurveyRight Management Consultants SurveyDecember 2002December 2002
Asked what Asked what traitstraits do employees look do employees look for in their for in their leadersleaders
Identified Identified “28”“28” traits that employees traits that employees are looking for leaders to are looking for leaders to
demonstrate when managing or leading demonstrate when managing or leading
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The Bottom Five TraitsThe Bottom Five Traits
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28. Attention to detail28. Attention to detail
27. Good personality/Sense 27. Good personality/Sense of of humorhumor
26. Flexibility26. Flexibility
25. Decisiveness25. Decisiveness
24. Creativity24. Creativity
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The Top Five TraitsThe Top Five Traits
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5. Good 5. Good relationships/Listeningrelationships/Listening
4. Fairness4. Fairness
3. Caring/Compassion3. Caring/Compassion
2. Integrity/Morals/Ethics2. Integrity/Morals/Ethics
1. 1. Honesty!!!!!!!!Honesty!!!!!!!!
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Who creates a culture of Who creates a culture of TRUST?TRUST?
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““I don’t want any yes-men around I don’t want any yes-men around me. I want everybody to tell me me. I want everybody to tell me the truth even if it costs them their the truth even if it costs them their jobs.”jobs.”
Samuel GoldwynSamuel Goldwyn
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Leaders create the environment, Leaders create the environment, establish the values in an establish the values in an organization…but what is the role organization…but what is the role of Human Resources in keeping or of Human Resources in keeping or changing the established changing the established environment?environment?
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The Environment is Created byThe Environment is Created by
Executives/Managers/SupervisorsExecutives/Managers/Supervisors
WithWith
Words, Actions, RewardsWords, Actions, Rewards
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The most difficult part of The most difficult part of challenging an unethical challenging an unethical environment is!!environment is!!
CONFRONTING OTHERS…the CONFRONTING OTHERS…the boss, your subordinates and your boss, your subordinates and your peers!peers!
As HR Professionals you must be As HR Professionals you must be willing to stand up and be heard… willing to stand up and be heard…
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We developed the Six Laws of We developed the Six Laws of “Absolute Honesty” to help “Absolute Honesty” to help people deal with these tough people deal with these tough personal situationspersonal situations
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Six Laws of Absolute HonestySix Laws of Absolute Honesty
1. Tell the Truth1. Tell the Truth
2. Tackle the Problem2. Tackle the Problem
3. Disagree and Commit3. Disagree and Commit
4. Welcome the Truth4. Welcome the Truth
5. Reward the Messenger5. Reward the Messenger
6. Build a Platform of Integrity6. Build a Platform of Integrity
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““Cry me a river, build me a bridge, Cry me a river, build me a bridge, and get over it.”and get over it.”
AnonymousAnonymous
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Tell the TruthTell the Truth
The worst truth is better than the BEST The worst truth is better than the BEST LIE!!LIE!!
Telling the truth is situational…the GRAY Telling the truth is situational…the GRAY part part of the of the truthtruth
Truth creates trustTruth creates trust
We “LIE” because of FEARWe “LIE” because of FEAR
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Tackle the ProblemTackle the Problem
Understand the issue/problemUnderstand the issue/problem
Tackle the PROBLEM not the personTackle the PROBLEM not the person
Open discussion takes an open mindOpen discussion takes an open mind
It takes courage to speak up against the It takes courage to speak up against the majority opinionmajority opinion
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Disagree and CommitDisagree and Commit
Do not be afraid to speak up when you disagreeDo not be afraid to speak up when you disagree
Be aware of how you disagree and how you state your Be aware of how you disagree and how you state your opinionopinion
The goal of disagreeing and committing is to clarify The goal of disagreeing and committing is to clarify the issues, develop a plan of action, and ensure that the issues, develop a plan of action, and ensure that all parties are committed to accomplishing the agreed all parties are committed to accomplishing the agreed to actionsto actions
Prevent “LIPOTAGE”Prevent “LIPOTAGE”
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““In order that all men may be In order that all men may be taught to speak the truth, it is taught to speak the truth, it is necessary that all should learn to necessary that all should learn to hear it.”hear it.”
Samuel JohnsonSamuel Johnson
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Welcome the TruthWelcome the Truth
How do people react to honest feedback?How do people react to honest feedback?THEY BECOME DEFENSIVE!!THEY BECOME DEFENSIVE!!
Human instinct is to protect our “self worth”Human instinct is to protect our “self worth”
Defensiveness is the biggest enemy to honestyDefensiveness is the biggest enemy to honesty
Take down the wall, open your ears and open your mindTake down the wall, open your ears and open your mind
Understand your own defensive tendencies…know yourselfUnderstand your own defensive tendencies…know yourself
Real success is understanding the impact of your own Real success is understanding the impact of your own personal style flexibilitypersonal style flexibility
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Reward the MessengerReward the Messenger
If you punish the messenger the price is highIf you punish the messenger the price is high
A punished messenger will only deliver ONE A punished messenger will only deliver ONE messagemessage
Retribution is the main reason why people do Retribution is the main reason why people do not speak up and say what they “really” not speak up and say what they “really” thinkthink
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Create a Platform of IntegrityCreate a Platform of Integrity
CompanyCompany
PersonalPersonal
Work GroupWork Group
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Johnson and Johnson CredoJohnson and Johnson Credo– 1943 Robert Wood Johnson published Credo1943 Robert Wood Johnson published Credo– Guideline for decision makingGuideline for decision making– Four paragraphsFour paragraphs
Responsibility to Responsibility to customers who use customers who use productsproducts
Responsibility to Responsibility to our employee’s our employee’s (diversity)(diversity)
Responsibility to Responsibility to communities (work communities (work and live)and live)
Responsibility to Responsibility to stockholders stockholders ((profit/creativity/productsprofit/creativity/products))
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All of what we talked about today All of what we talked about today starts with “YOU” and your starts with “YOU” and your personal Code of Ethics and personal Code of Ethics and Values!!!!!Values!!!!!
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Thank youThank you