Transcript
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TRUST BUILDINGWORKSHOP #2
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“You only build credibility by telling the truth. You simply can't operate unless people believe you and believe one another." - Jack Stack (in The Great Game of Business)
"An organization's works, not its words, are the telling assessment of its beliefs." - John Carver
"The truth is to be lived, not just mouthed."- Hui - Neng
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HOW DO YOU BUILD TRUST?
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BRICK BY BRICK
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TRUST CREDITS IN THE BANKTRUST CREDITS IN THE BANK
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CONTEXT IS EVERYTHING
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IT’S YOURS TO LOSE
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TRUST BREACHTRUST BREACH
“I would have a personal response to that apart from the administrative managerial response. So personally I guess on a trust level, I take it personally first as opposed to organizationally and intellectually”. He continued, “and if you break that value in that relationship ... but it's always tied to a relationship, you know, it's not a matter do I trust myself, it's do I trust another person, do I trust a system”. Source: Nixon Trust Interviews
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FROM WHOSE PERSPECTIVE?
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REBUILDING TRUSTREBUILDING TRUST
◦ACT QUICKLY◦BE CANDID◦ACCEPT RESPONSIBILITY◦APOLOGIZE◦OUTLINE A REMEDY◦DO NOT BE DEFENSIVE◦DON’T BLAME◦FORGIVE
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We won’t be able to rebuild trust in institutions untilleaders learn how to communicate honestly – and createorganizations where that’s the norm.James O’Toole and Warren Bennis
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REBUILDING TRUST SCENARIOREBUILDING TRUST SCENARIOPAIR UP OR IN GROUPS
USING THE TRUST DRIVERS AS A GUIDE, DISCUSS A SITUATION WHERE TRUST WAS BREACHED
HOW DID IT HAPPEN? WAS IT RESOLVED? HOW?
WHAT WOULD YOU DO DIFFERENTLY?
HOW CAN YOU USE THE DRIVERS AS A TOOL
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TRUST DRIVERSTRUST DRIVERS
Empathy
Reading the
situation
Self confidence
Consistency
Commitment
Transparency
Honesty AuthenticityPeople’s
perceptions of your trustworthiness
Potential to trustIntegrity
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