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Building trust 2

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Dr. Deborah Nixon

This document discusses how to build and rebuild trust. It provides quotes emphasizing the importance of truthfulness and actions matching words in building credibility and trust. It also lists drivers of trust like empathy, consistency, and transparency. The document suggests promptly taking responsibility and apologizing when trust is breached, while avoiding defensiveness. Participants are asked to discuss situations where trust was broken and how it could have been resolved differently using the trust drivers.

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TRUST BUILDING WORKSHOP #2
You only build credibility by telling the truth. You simply can't operate unless people believe you and believe one another." - Jack Stack (in The Great Game of Business ) "An organization's works, not its words, are the telling assessment of its beliefs." - John Carver "The truth is to be lived, not just mouthed." - Hui - Neng
HOW DO YOU BUILD TRUST?
BRICK BY BRICK
TRUST CREDITS IN THE BANK
CONTEXT IS EVERYTHING
鴛意S YOURS TO LOSE
TRUST BREACH I would have a personal response to that apart from the administrative managerial response. So personally I guess on a trust level, I take it personally first as opposed to organizationally and intellectually. He continued, and if you break that value in that relationship ... but it's always tied to a relationship, you know, it's not a matter do I trust myself, it's do I trust another person, do I trust a system. Source: Nixon Trust Interviews
FROM WHOSE PERSPECTIVE ?
Building trust 2
REBUILDING TRUST ACT QUICKLY BE CANDID ACCEPT RESPONSIBILITY APOLOGIZE OUTLINE A REMEDY DO NOT BE DEFENSIVE DONT BLAME FORGIVE
We wont be able to rebuild trust in institutions until leaders learn how to communicate honestly and create organizations where thats the norm. James OToole and Warren Bennis
REBUILDING TRUST SCENARIO PAIR UP OR IN GROUPS USING THE TRUST DRIVERS AS A GUIDE, DISCUSS A SITUATION WHERE TRUST WAS BREACHED HOW DID IT HAPPEN? WAS IT RESOLVED? HOW? WHAT WOULD YOU DO DIFFERENTLY? HOW CAN YOU USE THE DRIVERS AS A TOOL
TRUST DRIVERS Empathy Reading the situation Self confidence Consistency Commitment Transparency Honesty Authenticity Peoples perceptions of your trustworthiness Potential to trust Integrity

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Building trust 2

  • 2. You only build credibility by telling the truth. You simply can't operate unless people believe you and believe one another." - Jack Stack (in The Great Game of Business ) "An organization's works, not its words, are the telling assessment of its beliefs." - John Carver "The truth is to be lived, not just mouthed." - Hui - Neng
  • 3. HOW DO YOU BUILD TRUST?
  • 5. TRUST CREDITS IN THE BANK
  • 7. 鴛意S YOURS TO LOSE
  • 8. TRUST BREACH I would have a personal response to that apart from the administrative managerial response. So personally I guess on a trust level, I take it personally first as opposed to organizationally and intellectually. He continued, and if you break that value in that relationship ... but it's always tied to a relationship, you know, it's not a matter do I trust myself, it's do I trust another person, do I trust a system. Source: Nixon Trust Interviews
  • 11. REBUILDING TRUST ACT QUICKLY BE CANDID ACCEPT RESPONSIBILITY APOLOGIZE OUTLINE A REMEDY DO NOT BE DEFENSIVE DONT BLAME FORGIVE
  • 12. We wont be able to rebuild trust in institutions until leaders learn how to communicate honestly and create organizations where thats the norm. James OToole and Warren Bennis
  • 13. REBUILDING TRUST SCENARIO PAIR UP OR IN GROUPS USING THE TRUST DRIVERS AS A GUIDE, DISCUSS A SITUATION WHERE TRUST WAS BREACHED HOW DID IT HAPPEN? WAS IT RESOLVED? HOW? WHAT WOULD YOU DO DIFFERENTLY? HOW CAN YOU USE THE DRIVERS AS A TOOL
  • 14. TRUST DRIVERS Empathy Reading the situation Self confidence Consistency Commitment Transparency Honesty Authenticity Peoples perceptions of your trustworthiness Potential to trust Integrity