Trust VA Northern California Health Care System Kevin Kasnick, VANCHCS 8/30/2019 Trust VA Northern California Health Care System Kevin Kasnick, VANCHCS 8/30/2019

Resources Why Should the Boss Listen To You? by James E. Lukaszewski Just Listen by Mark Goulston StrengthsFinder 2.0 by Tom Rath Insight by Tasha Eurich 7 Habits of Highly Effective People by Stephen R. Covey Speed of Trust by Stephen M.R. Covey 8/30/2019

8/30/2019 Trust or No Trust? 8/30/2019

Trust Who do you trust? Why? Who trusts you? Why? 8/30/2019 Trust Who do you trust? Why? Who trusts you? Why? Why is trust relevant to YOU, today? 8/30/2019

Trust Percentage of Students Who Admitted Cheating to get into Grad School: Liberal Arts Students: 43% Education Students: 52% Medical Students: 63% Law Students: 63% Business Students: 75% 8/30/2019

Discussion Question With a partner, identify what you see as characteristics of low or no trust. Have a real life example to share? Low/No Trust Exercise 8/30/2019

Trust In a small group, 1) come up with a definition of trust to share with the rest of the class. 2) How do you think Veterans we serve define trust? 8/30/2019

Trust Breakers An Overly Entitled Ego Unrestrained Emotions Selfishness, Me Focused Broken Commitments Miscommunication 8/30/2019

Trust Breakers An Overly Entitled Ego Unrestrained Emotions Selfish(ness) Ambition, Over-delegation of Work Favoritism, No Accountability Breaking Commitments 8/30/2019

How do you restore trust that has been broken, damaged, ruined? Discussion Question How do you restore trust that has been broken, damaged, ruined? What goes into the pill? 8/30/2019

Trust Then, with a partner, identify how many exact matches you had? In 60 seconds, write down on your own as many words as you can that define trust. Then, with a partner, identify how many exact matches you had? 8/30/2019

Trust: Character Integrity Who You Are Values, beliefs, words, actions in alignment Walk the talk, keep commitments Integer = Wholeness, Complete, Full Honesty Your Speech defines and shapes your Integrity Openness & Transparency Courage – To Do the Right Thing 8/30/2019

Trust: Character Intent Your Agenda (not hidden) Why We Do What We Do Your Agenda (not hidden) Reason(s) for what you do, Your Purpose Your Motives: What Motivates You? Plans, Vision for Yourself and Organization: Do these align with the VA mission? In who’s best interest are you acting? 8/30/2019

Discussion Question In your small group, share why you came to work at the VA? What was your intent then? Has it changed since? What is your intent now? 8/30/2019

Trust: Competence Capabilities 8/30/2019 Trust: Competence Capabilities Should align with our sense of purpose, which feeds our passion Talents (What comes natural to you?) 2 exercises! Attitude Skills (or Abilities, Natural and Learned) & Strengths (Build up your strengths: Resource: StrengthsFinder 2.0) Knowledge (Stay relevant) Style (Interpersonal, also how you get things done) Penmanship: write I have excellent penmanship with the hand you don’t normally write with. 8/30/2019

Competence (Start from the bottom going up) Unconsciously Competent Consciously Incompetent Unconsciously Incompetent 8/30/2019

Trust: Competence Results Track Record Performance Accomplishments What Gets Done Track Record Performance Accomplishments Achievements Contributions Right Things Done the Right Way Who do you know that delivers results? 8/30/2019

Discussion Question In your small group, discuss: 1) How do you measure your personal results? 2) How do we measure results in the VA? 3) How do our veterans measure results? Are there differences? 8/30/2019

Trust Behavior 1: Talk Straight Be Honest: tell the truth Ask yourself the tough questions Use simple language Don’t manipulate the truth or facts Don’t leave a false impression 8/30/2019

Trust Behavior 2: Demonstrate Respect Appreciate the Value & Dignity of All Treat every person/role with Respect! Respect the position as well as the person Be genuinely caring toward others Respect through your actions and words Respect is an attitude, a belief Show kindness and caring 8/30/2019

Trust Behavior 3: Create Transparency Declare your intent and your agenda No gossip Be real and genuine Be open and authentic Admit your mistakes publicly Don’t cover things up Share information, don’t hold on to it 8/30/2019

Trust Behavior 4: Right Wrongs Make things right Apologize fast, don’t wait (in person is best) Make restitution when possible Don’t wait until forced to fix mistakes 8/30/2019

Trust Behavior 5: Show Loyalty Give credit to others often; acknowledge the contributions of others; take action Speak of others as if they’re in front of you When talking about others, check your intent Speak well of others, no gossip Keep information confidential, no disclosures When things go wrong, look at yourself 1st 8/30/2019

Trust Behavior 6: Deliver Results Establish a track record of results Do it right the first time Accomplish the work you are hired to do Be on time or ahead of time Don’t overpromise and under deliver No excuses 8/30/2019

Trust Behavior 7: Get Better Continuously improve systems, processes Increase your capabilities Be a continual learner Seek out feedback and value it Don’t reject feedback or the messenger Your knowledge today may not matter tomorrow – keep up your knowledge base 8/30/2019

Trust Behavior 8: Confront Reality Deal with any fears you have first Find the courage to deal with the tough issues Address tough issues directly Acknowledge the unspeakable Confront the reality with humility 8/30/2019

Trust Behavior 9: Clarify Expectations Identify and communicate your expectations Talk about them; don’t assume they’re shared or understood Renegotiate expectations as needed Don’t violate expectations, renegotiate or communicate first with key stakeholders 8/30/2019

Trust Behavior 10: Practice Accountability Hold yourself accountable Be responsible for your results: good & bad Don’t avoid responsibilities Don’t blame others when things go wrong Look at yourself, your team first 8/30/2019

Trust Behavior 11: Listen First Listen with your eyes, ears and heart Listen before you speak, judge Understand and Empathize Find out what is important to others Do not assume you know what is important to others – ASK them You don’t have to have all the answers 8/30/2019

Trust Behavior 12: Keep Commitments Think before you commit, commit carefully Say what you are going to do, then do it: That’s keeping your commitments Do not break a confidence Don’t blame others for commitments you have not kept 8/30/2019

Trust Behavior 13: Extend Trust Be willing to trust others Evaluate the credibility and risk of others Trust others who have earned it Extend trust conditionally to those who need to earn trust Take calculated risks, not blind risks 8/30/2019

Case Studies Apply the 13 Behaviors to your Case Study Which of the 13 Behaviors would you use, 4-6, in the order you would select, to address the person in this situation? 8/30/2019

VA Northern California 8/30/2019 Trust Kevin Kasnick VA Northern California Health Care System https://www.linkedin.com/in/kevin-kasnick-898a5911/ 8/30/2019