The Speed of??? Robyn Roett

The Speed of??? Robyn Roett

The Speed of Trust By Stephen Covey-Robyn Roett

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

Four Cores of Credibility 1. Integrity 2. Intent 3. Capabilities 4. Results

Trust s 13 Behaviors 1. Talk Straight 2. Demonstrate Respect 3. Create Transparency 4. Right Wrongs 5. Show Loyalty 6. Deliver Results 7. Get Better 8. Confront Reality 9. Clarify Expectations 10. Practice Accountability 11. Listen First 12. Keep Commitments 13. Extend Trust

5 Character Behaviors 1. Talk straight or lying 2. Demonstrate Respect or not to show respect 3. Create Transparency or Hide, cover up things, not explaining your reasons behind your actions 4. Right Wrongs deny or justify wrongs 5. Show Loyalty betray or take credit yourself

Character Behaviors Talk Straight Be Honest Tell the Truth Use Simple Language Demonstrate Integrity Don t manipulate Don t spin the truth Demonstrate Respect Show you care Respect the dignity of every person every role Show kindness Don t fake it Don t attempt efficiency

Character Behaviors Create Transparency Tell the truth in a way people can verify Get real and genuine Be open and authentic Don t hide information Right Wrongs Make things right when you are wrong Apologize quickly Practice service recoveries Don t let pride get in the way of doing right

Character Behaviors Show Loyalty Give credit freely Acknowledge the contributions of others Speak about people as if they were present Represent others who aren t there to speak for themselves

5 Competence Behaviors 1. Deliver Results perform poorly or fail to deliver 2. Get Better force fit become irrelevant 3. Confront Reality give lip service, ignore reality 4. Clarify Expectations leave expectations unclear 5. Practice Accountability point fingers, don t take responsibility

Competence Behaviors Deliver Results Establish a track record of results Get the right things done Accomplish what you are hired to do On time, within budget Get Better Continuously improve Increase your capabilities Be a constant learner Don t assume today s knowledge and skills sufficient

Competence Behaviors Confront Reality Address the tough stuff directly Acknowledge the unsaid Lead courageously in conversations Remove the Sword Clarify Expectations Disclose and reveal expectations Discuss them Renegotiate them if needed and possible Don t violate expectations

Competence Behaviors Practice Accountability Hold yourself accountable Hold others accountable Take responsibility for the results Be clear on how you ll communicate Don t avoid or shirk responsibility Don t blame others when things go wrong

3 Character & Competence Behaviors 1. Listen First speak first / listen last or not at all 2. Keep Commitments Over promising & under-delivering #1 way to build trust, destroys trust fast. 3. Extend Trust to Others withhold trust. Real trust!

Character &Competence Behaviors Listen First Listen before you speak Understand Diagnose Listen with your ears AND your eyes and heart Don t presume you have all the answers Keep Commitments Say do- Make commitments carefully Don t break confidences No PR on broken commitments

Character & Confidence Behaviors Extend Trust Demonstrate a propensity to trust Extend trust abundantly to those who have earned your trust Extend conditionally to those who are earning your trust Don t withhold trust because there is a risk involved

Smart Trust Matrix

Regaining Trust Whether you lose the trust of others through a conscious act of betrayal, poor judgment, an honest mistake, a failure of competence, or a simple misunderstanding, the path to restoration is the same- to increase your personal credibility and behave in ways that inspire trust