The Speed of Trust Stephen M.R. Covey

Trust Myths Myth – Trust is nice to have - social virtue Reality – Trust is hard-edged economic driver gives speed & low costs that can be measured Myth – Trust is slow Reality – Yes: restoring trust takes time, & building trust sometimes can be slow, but once established Trust produces speed – nothing else is as fast

Measures of Trust With Trust Without Trust Speed Cost 3

Four Cores of Credibility Integrity Intent Capabilities Results

Trust’s 13 Behaviors Talk Straight Demonstrate Respect Create Transparency Right Wrongs Show Loyalty Deliver Results Get Better Confront Reality Clarify Expectations Practice Accountability Listen First Keep Commitments Extend Trust

5 Character Behaviors Talk straight or lying Demonstrate Respect or not to show respect Create Transparency or Hide, cover up things, not explaining your reasons behind your actions Right Wrongs – deny or justify wrongs Show Loyalty – betray or take credit yourself

5 Competence Behaviors Deliver Results – perform poorly or fail to deliver Get Better – force fit become irrelevant Confront Reality – give lip service, ignore reality Clarify Expectations – leave expectations unclear Practice Accountability – point fingers, don’t take responsibility

3 Character & Competence Behaviors Listen First – speak first / listen last or not at all Keep Commitments – Over promising & under-delivering – #1 way to build trust, destroys trust fast. Extend Trust to Others – withhold trust. Real trust!

Smart Trust Matrix

From Trust to Influence Who influences You? Who do You influence? How?

Maslow’s Hierarchy of Needs Self-actualization goal of reaching full potential – the best & brightest Self-esteem a positive self image, and to have personal satisfaction Social contact, and feeling loved & valued Safety security & protection. Physiological survival, sustenance & comfort

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Maslow’s Hierarchy of Needs Self-actualization goal of reaching full potential – the best & brightest Self-esteem a positive self image, and to have personal satisfaction Social contact, and feeling loved & valued Safety security & protection. Physiological comfort, sustenance & survival

Four Cores of Credibility Integrity Intent Capabilities Results