The Speed of TrustThe Speed of Trust

Stephen M.R. CoveyStephen M.R. Covey

Trust MythsTrust Myths

Myth – Myth – Trust is nice to have - social virtueTrust is nice to have - social virtue RealityReality – Trust is hard-edged economic – Trust is hard-edged economic

driver gives speed & low costs that can be driver gives speed & low costs that can be measuredmeasured

Myth – Myth – Trust is slow Trust is slow RealityReality – Yes: restoring trust takes time, & – Yes: restoring trust takes time, &

building trust sometimes can be slow, but building trust sometimes can be slow, but once established Trust produces speed – once established Trust produces speed – nothing else is as fastnothing else is as fast

Four Cores of CredibilityFour Cores of Credibility

1.1. IntegrityIntegrity

2.2. IntentIntent

3.3. CapabilitiesCapabilities

4.4. ResultsResults

Trust’s 13 BehaviorsTrust’s 13 Behaviors

1.1. Talk StraightTalk Straight2.2. Demonstrate RespectDemonstrate Respect3.3. Create TransparencyCreate Transparency4.4. Right WrongsRight Wrongs5.5. Show LoyaltyShow Loyalty6.6. Deliver ResultsDeliver Results7.7. Get BetterGet Better

8.8. Confront RealityConfront Reality9.9. Clarify ExpectationsClarify Expectations10.10. Practice AccountabilityPractice Accountability11.11. Listen FirstListen First12.12. Keep CommitmentsKeep Commitments13.13. Extend TrustExtend Trust

5 Character Behaviors5 Character Behaviors

1.1. Talk straight Talk straight or lyingor lying

2.2. Demonstrate Respect Demonstrate Respect or not to show or not to show respectrespect

3.3. Create Transparency Create Transparency or Hide, cover up or Hide, cover up things, not explaining your reasons things, not explaining your reasons behind your actionsbehind your actions

4.4. Right Wrongs Right Wrongs – deny or justify wrongs– deny or justify wrongs

5.5. Show Loyalty Show Loyalty – betray or take credit – betray or take credit yourselfyourself

5 Competence Behaviors5 Competence Behaviors

1.1. Deliver Results Deliver Results – perform poorly or – perform poorly or fail to deliverfail to deliver

2.2. Get Better Get Better – force fit become – force fit become irrelevantirrelevant

3.3. Confront Reality Confront Reality – give lip service, – give lip service, ignore realityignore reality

4.4. Clarify Expectations Clarify Expectations – leave – leave expectations unclearexpectations unclear

5.5. Practice Accountability Practice Accountability – point – point fingers, don’t take responsibilityfingers, don’t take responsibility

3 Character & Competence 3 Character & Competence BehaviorsBehaviors

1.1. Listen First Listen First – speak first / listen last – speak first / listen last or not at allor not at all

2.2. Keep Commitments Keep Commitments – Over – Over promising & under-delivering – #1 promising & under-delivering – #1 way to build trust, destroys trust way to build trust, destroys trust fast.fast.

3.3. Extend Trust to Others Extend Trust to Others – withhold – withhold trust. Real trust!trust. Real trust!

Smart Trust MatrixSmart Trust Matrix

From Trust to InfluenceFrom Trust to Influence

Who influences You?Who influences You?

Who do You influence?Who do You influence?

How?How?

MEET JOHNNYMEET JOHNNY“THE BAGGER”“THE BAGGER”

How does Johnny “the Bagger” How does Johnny “the Bagger” Influence Others?Influence Others?

http://www.stservicemovie.com/

Four Cores of CredibilityFour Cores of Credibility

1.1. IntegrityIntegrity

2.2. IntentIntent

3.3. CapabilitiesCapabilities

4.4. ResultsResults