Speed of trust part deux

Speed of Trust: Speed of Trust: The Principles of CredibilityThe Principles of Credibility

The Four Cores of The Four Cores of CredibilityCredibility

““Personal credibility is the Personal credibility is the foundation of all trust and how to foundation of all trust and how to

create it.”create it.”

Core One—Integrity: Core One—Integrity: Are you congruent? Are you congruent?

• More than “Honesty”More than “Honesty”

• Walking your TalkWalking your Talk

• Congruency—consistency, Congruency—consistency, agreement and agreement and appropriatenessappropriateness

• Having courage to behave Having courage to behave your values and beliefsyour values and beliefs

Core Two—Intent:Core Two—Intent:What’s your agenda?What’s your agenda?

• Motives and agendas Motives and agendas are straight forward are straight forward and based on mutual and based on mutual benefitbenefit

• We genuinely care We genuinely care about others, not just about others, not just ourselvesourselves

• Integrity + Intent = Integrity + Intent = CharacterCharacter

Core Three—CapabilitiesCore Three—CapabilitiesAre you relevant?Are you relevant?

• Abilities that inspire Abilities that inspire confidenceconfidence

• TASKS-Talents, Attitudes, TASKS-Talents, Attitudes, Skills, Knowledge, StyleSkills, Knowledge, Style

• How we produce resultsHow we produce results

• Capabilities provide the Capabilities provide the ability to establish, grow, ability to establish, grow, extend, and restore trustextend, and restore trust

Core Four—Results:Core Four—Results:What’s your track record?What’s your track record?

• PerformancePerformance

• Getting the right things Getting the right things donedone

• Establish a positive Establish a positive reputation for performingreputation for performing

• Capabilities + Results = Capabilities + Results = CompetenceCompetence

The Principle of BehaviorThe Principle of Behavior

““How to How to behave yourselfbehave yourself out of problems out of problems you’ve behaved yourself into.”you’ve behaved yourself into.”

Behavior #1—Talk Behavior #1—Talk StraightStraight

““The people who I have trouble with… are The people who I have trouble with… are people who tend to not give full information. people who tend to not give full information. They purposefully leave out certain parts of They purposefully leave out certain parts of the story—they distort facts.”the story—they distort facts.” ––Shelley LazarusShelley Lazarus

Behavior #1—Talk Behavior #1—Talk StraightStraight

• Tell the TruthTell the Truth• Leave the right Leave the right

impressionimpression• Let people know Let people know

where you standwhere you stand• Use simple languageUse simple language• ““Call a spade a Call a spade a

spade”spade”• Don’t manipulate Don’t manipulate

people or factspeople or facts• Don’t spin the truthDon’t spin the truth

Behavior #2—Demonstrate Behavior #2—Demonstrate RespectRespect

““You can You can judge a person’s characterjudge a person’s character by the by the way he treats people who can’t help or hurt way he treats people who can’t help or hurt him.” –Anonymoushim.” –Anonymous


• Genuinely care for others—Genuinely care for others—show itshow it

• Respect the dignity of every Respect the dignity of every person and every roleperson and every role

• Treat everyone with respect—Treat everyone with respect—especially those who can’t do especially those who can’t do anything for youanything for you


• Show kindness in little thingsShow kindness in little things

• Don’t fake caringDon’t fake caring

• Don’t take existing Don’t take existing relationships for grantedrelationships for granted

• Apply the Walter ruleApply the Walter rule

Behavior #3—Create Behavior #3—Create TransparencyTransparency

““Try to be Try to be transparent, clear and truthfultransparent, clear and truthful. Even when . Even when it is difficult, and above all when it is difficult.” it is difficult, and above all when it is difficult.”

– –Jean Cyril SpinettaJean Cyril Spinetta


• Be open—Be realBe open—Be real

• Be genuine—Be authenticBe genuine—Be authentic

• Err on the side of disclosureErr on the side of disclosure

• ““What you see is what you get”What you see is what you get”


• Tell the truth in a way Tell the truth in a way people can verifypeople can verify

• Don’t have hidden Don’t have hidden agendasagendas

• Don’t hide Don’t hide

informationinformation

Behavior #4—Right Behavior #4—Right WrongsWrongs

““To know what is right and not do it is the To know what is right and not do it is the worst cowardiceworst cowardice.” —Confucius .” —Confucius


• Go the extra mileGo the extra mile

• Apologize quicklyApologize quickly

• Make restitution Make restitution where possiblewhere possible


• Demonstrate Demonstrate personal humilitypersonal humility

• Don’t cover up Don’t cover up thingsthings

• Don’t let pride get Don’t let pride get in the way of doing in the way of doing the right thingthe right thing

Behavior #5—Show Behavior #5—Show LoyaltyLoyalty

““To retain those who are present, To retain those who are present, be loyalbe loyal to those who are absent.” –Stephen R. to those who are absent.” –Stephen R. CoveyCovey


• Give credit to others Give credit to others freelyfreely

• Speak about others Speak about others

“ “as if they were as if they were present”present”

• Acknowledge the Acknowledge the contributions of contributions of othersothers


• Represent others who Represent others who are not there to speak are not there to speak for themselvesfor themselves

• Don’t bad-mouth others Don’t bad-mouth others behind their backsbehind their backs

• Don’t disclose others’ Don’t disclose others’ private/confidential private/confidential informationinformation

Behavior #6—Deliver Behavior #6—Deliver ResultsResults

““We judge ourselves by what we feel we are We judge ourselves by what we feel we are capable of doing, while others capable of doing, while others judge us by what judge us by what we have already donewe have already done.” .”

– –Henry Wadsworth LongfellowHenry Wadsworth Longfellow


• Establish a track Establish a track record of resultsrecord of results

• Get the “right” Get the “right” things donethings done

• Make things happenMake things happen


• Accomplish what Accomplish what you are hired to doyou are hired to do

• Be “on time/within Be “on time/within budget”budget”

• Don’t make excuses Don’t make excuses for not deliveringfor not delivering

Behavior #7—Get BetterBehavior #7—Get Better

““The The illiterateilliterate of the 21 of the 21stst Century will not be Century will not be just those who cannot read and write but just those who cannot read and write but also also those who cannot learn, unlearn, and those who cannot learn, unlearn, and

relearnrelearn.”.” — —Alvin TofflerAlvin Toffler

Behavior #7—Get BetterBehavior #7—Get Better

• Seek feedback—formal Seek feedback—formal and informaland informal

• Act on feedback—Act on feedback—Thank people for Thank people for feedbackfeedback

• Learn from mistakesLearn from mistakes

• Continuously improveContinuously improve

Behavior #8—Confront Behavior #8—Confront RealityReality

““The first responsibility of a leader is to The first responsibility of a leader is to confront realityconfront reality.” –Max Dupree.” –Max Dupree

Behavior #8—Confront Behavior #8—Confront RealityReality

• Address the tough stuff Address the tough stuff directlydirectly

• Acknowledge the Acknowledge the “unsaid”“unsaid”

• Don’t “skirt” the real Don’t “skirt” the real issuesissues

• Don’t bury your head Don’t bury your head in the sandin the sand

Behavior #9—Clarify Behavior #9—Clarify ExpectationsExpectations

““Almost all conflict is the result of Almost all conflict is the result of violated expectations.”violated expectations.”

— —Blaine LeeBlaine Lee

Behavior #9—Clarify Behavior #9—Clarify ExpectationsExpectations

• Create shared vision Create shared vision and agreement about and agreement about what is to be done what is to be done up up frontfront

• Disclose and reveal Disclose and reveal expectationsexpectations

• Discuss expectationsDiscuss expectations

• Renegotiate if necessaryRenegotiate if necessary

Behavior #10—Practice Behavior #10—Practice AccountabilityAccountability

““All power is trust; and we are All power is trust; and we are accountableaccountable for its exercise.” for its exercise.”

— —Benjamin Disraeli Benjamin Disraeli


• Hold yourself Hold yourself accountableaccountable

• Hold others Hold others accountableaccountable

• Take responsibility for Take responsibility for resultsresults

• Be clear on how you Be clear on how you will communicate will communicate results/accountabilityresults/accountability


• Don’t avoid or Don’t avoid or shirk shirk responsibilityresponsibility

• Don’t blame Don’t blame others or point others or point fingers when fingers when things go wrongthings go wrong

Behavior #11—Listen Behavior #11—Listen FirstFirst

““We’ve all heard the criticism ‘he talks We’ve all heard the criticism ‘he talks too much’. When was the last time too much’. When was the last time you heard someone criticized for you heard someone criticized for

listening too much?”listening too much?” — —Norm Norm

AugustineAugustine


• Listen before you Listen before you speakspeak

• Seek first to Seek first to understandunderstand

• Diagnose/analyzeDiagnose/analyze

• Listen with your ears, Listen with your ears, eyes, and hearteyes, and heart


• Don’t assume you Don’t assume you know what matters know what matters most to othersmost to others

• Don’t presume you Don’t presume you have all the have all the answers—or all the answers—or all the questionsquestions

Behavior #12—Keep Behavior #12—Keep CommitmentsCommitments

““Always deliver what you say you will. Always deliver what you say you will. Never Never make a promise that you can’t follow make a promise that you can’t follow

through on.through on. The way you really build trust, The way you really build trust, in a sense is through crucibles. You have to in a sense is through crucibles. You have to show that you will do your part, even if it is show that you will do your part, even if it is

difficult.”—Dennis Rossdifficult.”—Dennis Ross

Behavior #12—Keep Behavior #12—Keep CommitmentsCommitments

• Say what you are going to do—then do itSay what you are going to do—then do it

• Make commitments carefully—then keep Make commitments carefully—then keep themthem

• Make keeping your commitments Make keeping your commitments

a symbol of your honor.a symbol of your honor.

• Don’t break confidencesDon’t break confidences

• Don’t “PR” or spin or way out of a Don’t “PR” or spin or way out of a commitmentcommitment

Behavior #13—Extend Behavior #13—Extend TrustTrust

““Leadership without Leadership without mutual trustmutual trust is a contradiction in terms.”—is a contradiction in terms.”—

Warren BennisWarren Bennis


• Change trust from a Change trust from a noun to an action noun to an action verbverb

• Demonstrate a Demonstrate a propensity to trustpropensity to trust

• Extend trust Extend trust conditionallyconditionally to to those who are in those who are in the process of the process of earning itearning it


• Don’t withhold trust Don’t withhold trust because there is a risk because there is a risk involvedinvolved

• Learn how to extend trust Learn how to extend trust based upon the situation, based upon the situation, risk, and credibility risk, and credibility (character and competence)(character and competence)

• Don’t be “naïve” in Don’t be “naïve” in extending trust to those extending trust to those who have shown a history of who have shown a history of violating your trustviolating your trust

Quadrant One: Blind Quadrant One: Blind TrustTrust

““This quadrant encourages others to take This quadrant encourages others to take advantage of you.advantage of you.

• High Propensity to Trust/Low Analysis of High Propensity to Trust/Low Analysis of RiskRisk

• Examples:Examples: Pollyanna; Pollyanna; W.C. Fields; Suckers; Naïve W.C. Fields; Suckers; Naïve

• Fall for the line (over and over)Fall for the line (over and over)

• You are Gullible (the key word)You are Gullible (the key word)

Quadrant One: Blind Quadrant One: Blind TrustTrust

• ““Once bitten Once bitten

(oh come on bite me again)”(oh come on bite me again)”

• You mistake your natural You mistake your natural

propensity to trust for instinct propensity to trust for instinct

and intuitionand intuition

• ““Burn me once shame on you, Burn me once shame on you,

Burn me twice (same on you again)”Burn me twice (same on you again)”

Quadrant Two: Smart Quadrant Two: Smart TrustTrust

This quadrant encourages innovation, This quadrant encourages innovation, collaboration, partnering, loyalty, and collaboration, partnering, loyalty, and

accountability.accountability.• High Propensity to Trust/High Analysis of RiskHigh Propensity to Trust/High Analysis of Risk

• This synergy elevates instinct and intuition to This synergy elevates instinct and intuition to • GOOD JUDGEMENT (the key words).GOOD JUDGEMENT (the key words).

• You possess good people judgment and good You possess good people judgment and good business judgmentbusiness judgment

• ““Once bitten, twice shy”Once bitten, twice shy”

Quadrant Two: Smart Quadrant Two: Smart TrustTrust

• Accountability applies Accountability applies within the context of within the context of TRUSTTRUST

• ““Trust and verify.”Trust and verify.”

— —Ronald ReaganRonald Reagan

• ““Burn me once, shame one Burn me once, shame one you. Burn me twice, you. Burn me twice, shame shame

on me.”on me.”

Quadrant Three: No Quadrant Three: No TrustTrustThis quadrant encourages insecurity, This quadrant encourages insecurity,

protectiveness, apprehension, tentativeness, and protectiveness, apprehension, tentativeness, and immobilization.immobilization.

• Low Propensity to Trust/Low Analysis of RiskLow Propensity to Trust/Low Analysis of Risk

• The worst of both worldsThe worst of both worlds

• Indecision (the key word)Indecision (the key word)

• You don’t trust anyone;You don’t trust anyone; including yourselfincluding yourself

• ““You won’t bite me, I won’t let you close enough”You won’t bite me, I won’t let you close enough”

• ““You won’t burn me, don’t even think about You won’t burn me, don’t even think about matches”matches”

Quadrant Four: DistrustQuadrant Four: DistrustThis quadrant encourages over reliance on This quadrant encourages over reliance on yourself, over analyzes everything, missed yourself, over analyzes everything, missed

opportunities, micromanagement, low moraleopportunities, micromanagement, low morale• Low Propensity to Trust/High Analysis of RiskLow Propensity to Trust/High Analysis of Risk

• Extend trust cautiously if at all.Extend trust cautiously if at all.

• Do not trust anyone, but themselvesDo not trust anyone, but themselves

• Suspicion (the key word)Suspicion (the key word)

• You keep your cards close to your vest and don’t You keep your cards close to your vest and don’t let others inlet others in

Quadrant Four: DistrustQuadrant Four: Distrust• You keep your cards close to your vest, you You keep your cards close to your vest, you

don’t let others indon’t let others in

• You keep control of yourself. You keep control of yourself.

You analyze risk, make evaluations, You analyze risk, make evaluations,

decisions and execute on your owndecisions and execute on your own

• You cut yourself off from opportunities and You cut yourself off from opportunities and ideas ideas

• ““You won’t bite me or burn me, if it is to be You won’t bite me or burn me, if it is to be done right, I must do it myself.”done right, I must do it myself.”

Q&AQ&A

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Speed of trust part deux