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Stray Birds
By: Rabindranath Tagore
"Let this
be my last word, but I trust in thy
love."...
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Trust Defined
Mutual trust is a shared belief that you can
depend on each other to achieve a common purpose.
More comprehensively trust defined as "the
willingness of a party (trustor) to be vulnerable to the actions of another
party (trustee) based on the expectation that the trustee will perform an
action important to the trustor, regardless of the trustor's ability to
monitor or control the trustee."8
"People sense how you feel about
them. If you want to change their attitudes toward you, change the negative
attitudes you have toward them."
Building
relationships
requires the building of trust. Trust is the expectancy of people that they
can rely on your word. It is built through integrity and consistency in
relationships.
Effective Listening: The
Bottom Line of Trust
If
you
listen well
people will trust you.
"You cannot establish trust if you cannot
listen.
A conversation is a relationship. Both speaker and listener play a part,
each
influencing the other.
Instead of being a passive recipient, the listener has as much to do in
shaping the conversation as the speaker"9...
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Empathy
Empathy is valued currency. It allows us to create bonds of
trust, it gives us insights into what others may be feeling or
thinking; it helps us understand how or why others are reacting
to situations, it sharpens our “people acumen” and informs our
decisions.
Empathy is also particularly critical to
leadership
development in this age of young, independent, highly marketable
and mobile workers...
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Trust-based
Working Relationships
Trust has an important link with your
organizational success. "Trust
elevates levels of commitment and sustains effort and
performance without the need for management controls and close
monitoring."4 Trust between a
manager and an employee is based on the trustor's
perception of the trustee
ability, benevolence, and integrity.
Case in Point
GE Work-Out
One of the four
GE Work-Out's
major goals is to build trust through encouraging employees to speak out
critically inside the company about GE and the way they perform their jobs
without negative consequences to their careers.
Trust as a Source of
Competitive Advantage
Trust-based working relationships are an
important source of your
sustainable competitive advantage
because trust is valuable, rare, imperfectly imitable, and often
nonsubstitutable. The level of trust a
corporate leader
is able to garner from his/her employees is contingent upon the employee's
perceptions of the leader's ability, benevolence, and integrity. A study
that was conducted to determine whether trust could be a source of
competitive advantage8 showed that trust is significantly related
to sales, profits, and turnover. More broadly, the study concluded that "the
ability of a general manager to earn higher trust from her or his employees
likely creates a competitive advantage for a firm over its rivals."7
Customers Will Come Back
If...
Synergistic Selling: 3 Pillars
Managing Cultural
Differences
Cultural differences play a key role in the
creation of trust, since trust is built in different ways, and means
different things in different cultures...
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Trustee's Ability, Benevolence, and Integrity...
Establishing
Rapport...
Eye Contact...
Building Trust in Business
Partnerships...
Eight
Conditions for Trust Between Organizations...
Building Trust By Acting Consistently...
Assessing the Trust Level...
Best Practices
HP
Values...
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