1. CREATING TRUST RW & Associates, Inc. Bob Phillips November 1, 2006

2. CREATING TRUST How Honest and Ethical Are You?

3. CREATING TRUST Let’s take a short Test….

4. CREATING TRUST A new employee, who has been on the job for six months and is one of your direct reports, asks how he is performing. You have been disappointed in his performance up to this point. Do you: a.Tell him that you are disappointed and why? b.Ask him how he thinks he is doing, and then share your thoughts on where he might improve? c.Tell him he’s doing fine, but watch him more closely and look for opportunities to help him improve?

5. CREATING TRUST Your boss has become enamored with automated answering systems, and spends a good deal of time and money with the representative from the company that sold him the system trying to figure out how to expand its application to every possible client inquiry, thus eliminating all need for human contact. Your customers keep telling you that they HATE the system, and would rather speak to a real person. When anyone questions the use of the system, your boss gets very testy. Would you: a.Tell him that the customers you deal with hate the system and that it should be dumped? b.Suggest ways that the system could be modified to please the customers who would prefer to deal with a real person? c.Say nothing and tell your customers there’s nothing you can do about it?

6. CREATING TRUST You have been working late every night for the past month on several special projects that your CEO has given to you at the last minute and you are beginning to feel stressed, used, and unappreciated. Tonight you are scheduled to go see your seven-year-old perform in the school play. She approaches you as you are walking out the door and asks you to stay late and put together some numbers so she can use them in a presentation she is making tomorrow. This is an assignment she could have easily given to you days ago, but she tends to do things at the last minute. If you stay, you will miss the play. Would you: a.Say, “OK,” stay to do the work and miss the play? b.Politely decline, explaining that you’re on your way to your child’s school play? c.Say you’ll take care of it, go to the play, and then return to the office after the play to work on it late into the night?

7. CREATING TRUST “If you tell the truth, you never have to remember anything.” Mark Twain

8. CREATING TRUST What do employees expect from the leadership of companies where they work?

9. CREATING TRUST Right Management Consultants Survey December 2002 Asked what traits do employees look for in their leaders Asked what traits do employees look for in their leaders Identified “28” traits that employees are looking for leaders to demonstrate when managing or leading Identified “28” traits that employees are looking for leaders to demonstrate when managing or leading

10. CREATING TRUST The Bottom Five Traits The Bottom Five Traits

11. CREATING TRUST 28. Attention to detail 27. Good personality/Sense of humor 26. Flexibility 25. Decisiveness 24. Creativity

12. CREATING TRUST The Top Five Traits The Top Five Traits

13. CREATING TRUST 5. Good relationships/Listening 4. Fairness 3. Caring/Compassion 2. Integrity/Morals/Ethics 1. Honesty!!!!!!!!

14. CREATING TRUST Who creates a culture of TRUST?

15. CREATING TRUST “I don’t want any yes-men around me. I want everybody to tell me the truth even if it costs them their jobs.” Samuel Goldwyn

16. CREATING TRUST Leaders create the environment, establish the values in an organization…but what is the role of Human Resources in keeping or changing the established environment?

17. CREATING TRUST The Environment is Created by Executives/Managers/SupervisorsWith Words, Actions, Rewards

18. CREATING TRUST The most difficult part of challenging an unethical environment is!! The most difficult part of challenging an unethical environment is!! CONFRONTING OTHERS…the boss, your subordinates and your peers! CONFRONTING OTHERS…the boss, your subordinates and your peers! As HR Professionals you must be willing to stand up and be heard… As HR Professionals you must be willing to stand up and be heard…

19. CREATING TRUST We developed the Six Laws of “Absolute Honesty” to help people deal with these tough personal situations

20. CREATING TRUST Six Laws of Absolute Honesty 1. Tell the Truth 2. Tackle the Problem 3. Disagree and Commit 4. Welcome the Truth 5. Reward the Messenger 6. Build a Platform of Integrity

21. CREATING TRUST “Cry me a river, build me a bridge, and get over it.” Anonymous

22. CREATING TRUST Tell the Truth The worst truth is better than the BEST LIE!! Telling the truth is situational…the GRAY part of the truth Truth creates trust We “LIE” because of FEAR

23. CREATING TRUST Tackle the Problem Understand the issue/problem Tackle the PROBLEM not the person Open discussion takes an open mind It takes courage to speak up against the majority opinion

24. CREATING TRUST Disagree and Commit Do not be afraid to speak up when you disagree Be aware of how you disagree and how you state your opinion The goal of disagreeing and committing is to clarify the issues, develop a plan of action, and ensure that all parties are committed to accomplishing the agreed to actions Prevent “LIPOTAGE”

25. CREATING TRUST “In order that all men may be taught to speak the truth, it is necessary that all should learn to hear it.” Samuel Johnson

26. CREATING TRUST Welcome the Truth How do people react to honest feedback? THEY BECOME DEFENSIVE!! Human instinct is to protect our “self worth” Defensiveness is the biggest enemy to honesty Take down the wall, open your ears and open your mind Understand your own defensive tendencies…know yourself Real success is understanding the impact of your own personal style flexibility

27. CREATING TRUST Reward the Messenger If you punish the messenger the price is high A punished messenger will only deliver ONE message Retribution is the main reason why people do not speak up and say what they “really” think

28. CREATING TRUST Create a Platform of Integrity CompanyPersonal Work Group

29. CREATING TRUST Johnson and Johnson Credo –1943 Robert Wood Johnson published Credo –Guideline for decision making –Four paragraphs Responsibility to customers who use products Responsibility to customers who use products Responsibility to our employee’s (diversity) Responsibility to our employee’s (diversity) Responsibility to communities (work and live) Responsibility to communities (work and live) Responsibility to stockholders (profit/creativity/products ) Responsibility to stockholders (profit/creativity/products )

30. CREATING TRUST All of what we talked about today starts with “YOU” and your personal Code of Ethics and Values!!!!!

31. CREATING TRUST Thank you