Building Trust In the Workplace

He who does not trust enough, will not be trusted. Lao Tzu Is the quote shown true or untrue? Why? He who does not trust enough, will not be trusted. Lao Tzu

Objectives Upon completion of this course the participant will be able to: 1. explain the importance of trust in the workplace. 2. describe the consequences of not having trust in the workplace. 3. utilize processes and procedures to develop and maintain a trusting workplace.

Building Trust Rule for This Class: Trust means: feeling safe, having confidence that failures will not be mocked, attempts will be cheered, and successes will be celebrated and that others will accept you and your contributions. Here is the basic rule or foundation of this class. It is also a pretty good rule for the workplace.

What is Trust? Trust, noun: a : assured reliance on the character, ability, strength, or truth of someone or something. b : one in which confidence is placed Trust, verb: a : to place confidence: depend. b : to commit or place in one's care or keeping : entrust --Merriam-Webster Online Dictionary 2013 Before you show the definition ask the participants for their definition. What are some of the characteristics of trust? Ask someone to list the characteristics given to you on a flip chart.

Building Trust Activity 1. Where did you grow up? 2. How many siblings do you have and where do you fall in the sibling order (oldest, youngest, middle)? 3. What was the most difficult, important or unique challenge of your childhood? See attachment, “Building Trust” script for explanation activity.

Why? Who trusts you? Who do you trust? Discussion: Why should you trust yourself? Who do you trust? Why? Why do the people you named trust you?

Why is trust important? Basic Human Need Foundation of Relationships Organizational Need Creates Effective Communication/Cooperation Retains Employees Motivates Employees Allows for Risk Taking

Trust and Communication Trust Communication Trust and Communication are interdependent. You cannot have one without the other. Use any comparisons you can think of or ask the class for examples of how trust and communication depend on each other.

Trust is necessary for: Why is trust important? Trust is necessary for: feeling able to rely upon a coworker. cooperating with and experiencing teamwork with a group. taking thoughtful risks. experiencing believable communication. Listed above are the reasons why trust is so important in the work place.

How is trust built/created? Trust does not appear. It has to be earned. It takes years to build trust and only seconds to destroy it. anon

Characteristics that build/create trust . Competence/Credibility Dependability/Consistency Honesty/Reputation Consideration Contribution

Workplace activities that promote trust. Promoting Fairness Holding Social Events Celebrating team success.

What are the consequences of NOT having trust in workplace? Workplace Culture High Trust Willingness to Understand Others Benefit of the Doubt Good Morale Positive Relationships Low Trust Suspicion of Other’s Motives Assume the Worst Low Morale Poor Relationships

Act and speak inconsistently. Seek personal rather than shared gain. What destroys trust? Act and speak inconsistently. Seek personal rather than shared gain. Withhold information. Lie or tell half truths. Be closed minded.

Fail to Deliver on Promises What destroys trust? Don’t Care Disrespect Don’t Take Responsibility Don’t Listen Fail to Deliver on Promises Don’t Admit Mistakes Keep Secrets Break Commitments Skirt real issues Fake Trust Double Talk Don’t Improve “Snoopervise”

Visioning & Strategic Planning 5 Dysfunctions of a Team Source: Patrick Lencioni, The Five Dysfunctions of a Team Inattention to RESULTS Avoidance of ACCOUNTABILTY Lack of COMMITTMENT Purpose of this slide is to show that trust is the very foundation of an effective team. When there is no trust there is no team. You can follow the progression up the pyramid to show how lack of trust is the major contributor to dysfunctional teams. Fear of CONFLICT Absence of TRUST 2011 Institute for Court Management

Betrayal Name some ways in which you can “betray” a person’s trust. Note the original betrayal responses with class. Discuss with class the ways to rebuild the lost trust.

Activity: Betrayal Talking. How can you conduct a difficult conversation with a person who broke your trust? Analyzing. How can you calmly analyze the betrayal incident? Decision making. How should you interact with each other in the future? Forgiving. How can you forgive and forget the other person's behavior—and your own behavior? Divide participants into 4 groups. Each group will answer one question. Allow time for group discussion and report back to entire session group. Reprinted from THIAGI GAMELETTER. Copyright © 2012 by The Thiagi Group, Inc.

Rebuilding Trust Rebuild Your Trust in Yourself Admit the Wrong Apologize for the Wrong Make Restitution for the Wrong Re-do (the things that earned the trust in the first place)

You May Never Overcome Some Betrayals. Simple fact: you may never rebuild the trust relationship with the person or organization you betrayed. Examples: cheating spouse, embezzling money from workplace, serious criminal offense (homicide)

Key leadership competency Trust Key leadership competency The glue that holds all relationships together—including the relationship between leaders and the led is trust and trust is based on integrity. --Brian Tracey A key component of the work relationship of a team and its leader is trust.

Factors that lead to employees seeking new jobs: Trust and Leadership Factors that lead to employees seeking new jobs: Loss of Trust in Company Lack of Transparency by Leadership Perception of Unethical and Unfair Treatment Trust in the Workplace 2010 Ethics and Workplace Survey --Deloitte LLP 2010 80% of the people who leave their jobs do so because of a negative relationship with their direct manager.

Maintaining Trust The best way to maintain a trusting work environment is to keep from breaking trust in the first place.

Suggested Reading The Speed of Trust, Stephen M. R. Covey, Free Press, 2006. Trust and Betrayal in the Workplace, Reina and Reina, Berrett-Koehler Publishers, 2006. Trust Rules: How to Tell the Good Guys From the Bad Guys in Work and in Life, Linda K. Stroh, PhD., Praeger Publishers, 2007.

References Heathfield, Susan M., Trust Rules: The Most Important Secret About Trust What Is Trust?,  About.com Guide, 2012. Reina, Reina, Chagnon, Reina and Reina, Trust and Betrayal in the Workplace, Berrett-Koehler Publishers, 2006. Tway, Duane C., A Construct of Trust, Dissertation, 1993. Unpublished Paper, Leadership and Trust: An Imperative for the Transition Decade and Beyond, 1995. Covey, Stephen, M. R., The Speed of Trust, Free Press, 2006.