31
CREATING TRUST CREATING TRUST RW & Associates, Inc. RW & Associates, Inc. Bob Phillips Bob Phillips November 1, 2006 November 1, 2006

CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

  • View
    219

  • Download
    3

Embed Size (px)

Citation preview

Page 1: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

RW & Associates, Inc.RW & Associates, Inc.

Bob PhillipsBob Phillips

November 1, 2006November 1, 2006

Page 2: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

How Honest and Ethical How Honest and Ethical Are Are You?You?

Page 3: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

Let’s take a short Test….Let’s take a short Test….

Page 4: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

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?

Page 5: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

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?

Page 6: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

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?

Page 7: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

““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

Page 8: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

What do employees expect from What do employees expect from thethe

leadership of companies where leadership of companies where theythey

work? work?

Page 9: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

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

Page 10: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

The Bottom Five TraitsThe Bottom Five Traits

Page 11: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

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

Page 12: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

The Top Five TraitsThe Top Five Traits

Page 13: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

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!!!!!!!!

Page 14: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

Who creates a culture of Who creates a culture of TRUST?TRUST?

Page 15: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

““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

Page 16: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

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?

Page 17: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

The Environment is Created byThe Environment is Created by

Executives/Managers/SupervisorsExecutives/Managers/Supervisors

WithWith

Words, Actions, RewardsWords, Actions, Rewards

Page 18: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

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…

Page 19: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

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

Page 20: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

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

Page 21: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

““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

Page 22: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

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

Page 23: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

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

Page 24: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

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”

Page 25: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

““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

Page 26: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

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

Page 27: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

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

Page 28: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

Create a Platform of IntegrityCreate a Platform of Integrity

CompanyCompany

PersonalPersonal

Work GroupWork Group

Page 29: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

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))

Page 30: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

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!!!!!

Page 31: CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

CREATING TRUSTCREATING TRUST

Thank youThank you