1. CAN YOU IDENTIFY THE “ONE” THING?
- It is common to every individual, relationship, team, family, organisation, nation throughout the world
It affects the quality of every relationship, every work, every communication, every effort in which we are engaged.
Least understood, most neglected and most underestimated possibility of our time
If removed, will destroy the most powerful government, most successful business, the most thriving economy, the most greatest friendship, the deepest love, the strongest character.
On the other hand, if developed and leveraged, it has the potential to create UNPARALLELED SUCCESS AND PROSPERITY IN EVERY DIMENSION OF LIFE

2. THE ONE THING
THAT CHANGES
EVERY THING
GUESS WHAT?

3. IT IS
TRUST

4. WHAT DO YOU MEAN BY
TRUST?

5. TRUST MEANS “CONFIDENCE”
WHEN WE TRUST OTHERS, THAT MEANS WE HAVE CONFIDENCE IN THEM – IN THEIR INTEGRITY AND IN THEIR ABILITIES

6. The opposite of trust is “DISTRUST” i.e. SUSPICION
When we distrust some one means we are suspicious of them – of their integrity, their capabilities, their track record.

7. Now, think of a person with whom you have a low-trust relationship.
How does it feel?
How is the communication between you and that person?
Does it flow quickly and freely?
Do you work together to get things done quickly?
Does it take a disproportionate amount of time & energy to finally reach agreement & execution?

8. Now, think of a person with whom you have a high-trust relationship.
How does it feel?
How well do you communicate?
How quickly can you get things done?
How much do you enjoy this relationship?

9. DIFFERENCE BETWEEN HIGH TRUST AND LOW TRUST
In a High trust relationship,
You can say the wrong thing and people will still get your meaning.
In a low-trust relationship,
you can be very measured, even precise, and they still misinterpret you

10. GOLDEN WORDS REGARDING TRUST:
The moment there is suspicion about a person’s motives, every thing he does becomes tainted
- Mahatma Gandhi
Whether you are on a sports team, in an office or member of a family, if you can not trust one another there is going to be trouble Joe Paterno,
Head Football Coach,
Penn State University.

11. THE ECONOMICS OF TRUST Trust always affects two outcomes
SPEED and COST.
How? Can you explain?

12. THE ECONOMICS OF TRUST
WHEN TRUST GOES DOWN, SPEED WILL ALSO GO DOWN AND COSTS WILL GO UP
WHEN TRUST GOES UP, SPEED WILL ALSO GO UP AND COSTS WILL GO DOWN

13. THE ECONOMICS OF TRUST
Best example is, the air travel to US before and after 09/11 attack:
Immediately following the 09/11 terrorist attacks, trust in flying in the US went down drastically.
Prior to 09/11, Passengers used to arrive at the airport before half an hour only to go through security check up.
But after 09/11, to ensure sufficient time to clear security, passengers have to arrive at the airport atleast 2 1/2 hours earlier. Also, they have to pay security tax .
Thus, trust went down, speed also went down and cost went up.

14. IN PERSONAL RELATIONSHIPS
THE effect of TRUST
THE EFFECT OF NON EXISTENT TRUST:
IN THE ORGANISATION
IN PERSONAL RELATIONSHIPS
Dysfunctional environment and toxic culture
Redundant hierarchy
Punishing systems and structures
Dysfunctional relationships
Hot, angry confrontations or cold, bitter withdrawal
Verbal, emotional and /or physical abuse
Labeling of others as enemies or allies

15. IN PERSONAL RELATIONSHIPS
THE effect of TRUST
THE EFFECT OF LOW TRUST:
IN THE ORGANISATION
IN PERSONAL RELATIONSHIPS
Hidden agendas
Many dissatisfied employees
Bureaucracy and redundancy in systems and structures
Energy draining and joyless interactions
Evidence gathering of other party’s weaknesses and mistakes
Doubt about other’s reliability or commitment
Guarded (often grudging) dispersing of information

16. IN PERSONAL RELATIONSHIPS
THE effect of TRUST
THE EFFECT OF MODERATE TRUST:
IN THE ORGANISATION
IN PERSONAL RELATIONSHIPS
The focus is on work
Effective collaboration and execution
Strong creativity and innovation
Co-operative, close, vibrant relationships
A focus on looking for and leveraging one another’s strengths
Uplifting and positive communication
Mistakes seen as learning opportunities and quickly forgiven
Positive energy and positive people.

17. IN PERSONAL RELATIONSHIPS
THE effect of TRUST
THE EFFECT OF VERY HIGH TRUST:
IN THE ORGANISATION
IN PERSONAL RELATIONSHIPS
High collaboration and partnering
Effortless communication
Positive, transparent relationships between administration and employees
Strong innovation, engagement, confidence, and loyalty.
True joy in family and friendships characterized by caring and love
Free effortless communication
Amazing energy created by relationships
Inspiring work done together and characterised by purpose, creativity and excitement.

18. THE effect of TRUST Now think over the above tables.
In which environment would you like to be?
Environment having no trust or environment full of trust?
Which environment you want to create to others viz. customers both internal and external.

19. No, nothing is as fast as speed of trust.
Myth busters
What do you think about the following? Are they correct?
TRUST IS SLOW.
No, nothing is as fast as speed of trust.

20. Myth busters What do you think about the following? Are they correct?
TRUST IS BUILT SOLELY ON INTEGRITY
No, trust is a function of both character (which includes integrity) and competence.

21. Though difficult, in most cases, lost trust can be restored.
Myth busters
What do you think about the following? Are they correct?
ONCE LOST, TRUST CAN NOT BE RESTORED
Though difficult, in most cases, lost trust can be restored.

22. NOT TRUSTING PEOPLE IS A GREATER RISK.
Myth busters
What do you think about the following? Are they correct?
TRUSTING PEOPLE IS TOO RISKY
NOT TRUSTING PEOPLE IS A GREATER RISK.

23. HOW TRUST WORKS? CHARACTER COMPETENCE
Trust is a function of two things
CHARACTER
COMPETENCE

24. HOW TRUST WORKS?
Character includes integrity, motive and intent with people.
Competence includes capabilities, skills, results, track record.
BOTH ARE VITAL FOR TRUST. HOW?

25. HOW TRUST WORKS? Whether you trust the following persons:
A sincere even honest person but he does not get results.
A person having great skills and talents with good track record but he/she is not honest
WE WILL NOT TRUST BOTH OF THEM, ISN’T IT?

26. HOW TO ESTABLISH TRUST? There is a model called “5 WAVES OF TRUST”.
It defines five levels in which we establish trust.

27. 5 WAVES OF TRUST SELF TRUST RELATIONSHIP TRUST ORGANISATIONAL TRUST
MARKET TRUST
SOCIETAL TRUST

28. FIRST WAVE – SELF TRUST Self Trust deals with
Self confidence we are having
Our ability to set and achieve goals
Our ability to keep commitments
Our ability to inspire trust in others.
In a nutshell, it is our ability to become WORTHY OF TRUST.

29. SECOND WAVE – RELATIONSHIP TRUST
It is about how we establish and increase the “trust accounts” we have with others.
The key principle underlying this wave is CONSISTENT BEHAVIOUR.

30. THIRD WAVE – ORGANISATIONAL TRUST
It deals with how leaders can generate trust in all kinds of organisations.
The key principle underlying this wave is ALIGNMENT.

31. FOURTH WAVE – MARKET TRUST
It is the level at which almost everyone clearly understands the impact of trust.
The underlying principle behind this wave is REPUTATION.
It is about our organisation’s brand which reflects the trust the customers and others in the market place have in us.
When there is a high trust brand,
Customers buy more, refer more, give the benefit of doubt and stay with us longer.

32. FIFTH WAVE – SOCIETAL TRUST
It is about creating value for others and for society at large.
The principle underlying this wave is CONTRIBUTION.
By contributing or “giving back” , we counteract the suspicion within our society. Also, we inspire others to create value and contribute, as well.

33. ESTABLISHING TRUST So, we should be able to SEE SPEAK and BEHAVE
in ways that ESTABLISH TRUST
Since,
TRUST IS ABSOLUTELY KEY TO LONG TERM SUCCESS.
- Jim Burke,
Former Chairman & CEO,
JOHNSON & JOHNSON.

34. “The ability to establish, grow, extend, and restore trust is the key leadership competency of the new economy”
Stephen M. R. Covey

35. THANK YOU