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Demonstrate Trust Behavior

UNIT 12:

Swami Vivekananda

Contributor Personality Program

An Group Initiative

by

for students and faculty of Gujarat Technological University

University Servicesi-become

JULY 2012 BATCH

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The last and most important mindset of a Contributor is

‘Trust Behavior’. The term Trust Behavior may be described

as character-in-action. This includes keeping one’s word and

commitments, staying with a task, acting with integrity in every

situation, making sure that there is complete transparency in

one’s actions and interactions, etc.

Contributors recognize that they are able to achieve results and

make contributions with the help of other human beings. They

receive this help if and only if they are trusted and, in turn, trust.

Therefore, Contributors practice trust behavior from very early

in their career, thereby building a huge trust balance (like a bank

balance) over their career and relationships.

12.1 Exploring how to demonstrate “trust behavior” pg. 2-5

12.2 Workplace application 1 pg. 6-7

12.3 Workplace application 2 pg. 8

12.4 Workplace application 3 pg. 9

12.5 Workplace application 4 pg. 10-11

12.6 Project work pg. 12

What you can do next pg. 13

Swami Vivekananda speaks to you: Integrity is the foundation for success pg. 14-15

UNIT 12:

Developing a Contributor Personality

Demonstrate Trust Behavior[Contributor Practice 6]

UNIT 12: DEMONSTRATE TRUST BEHAVIOR

© JULY 2012 EDITION; ILLUMINE KNOWLEDGE RESOURCES PVT LTD; ALL RIGHTS RESERVED. DEVELOPED BY ILLUMINE FOR THE I-BECOME INITIATIVE

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Study the following examples

1. The Non-contributor Salesperson who does not pay attention to building trust

The Contributor Salesperson who focuses on building trust

We feel secure in doing business with Amit. He respects the

code of conduct of the Japanese business community.

Non-contributors do not pay attention to building trust.Contributors focus on building trust, thereby building a huge trust balance (like a bank balance) over their career and relationships.

This Non-contributor Salesperson is unclear, confused, and inconsistent in his communications. He also covers up or hides data if it is inconvenient. Thus, people are always unsure and suspicious of what he is saying and the promises he makes.

This Non-contributor Banker is careless or insensitive to the “code of conduct” expected in the banking community. Thus, he knowingly or unknowingly breaks the code of conduct just to be “different” from others. Thus, others don’t see him as a respectable part of their banking community and don’t trust him.

This Non-contributor Boss takes decisions based on his “mood” or “likes and dislikes”. Often his judgment is unfair – favoring the people he likes or depending on his mood. Thus, his juniors feel he is unpredictable and try to “please” him to stay on his good side. Because of this, people don’t trust that his decisions are unbiased and best for the situation.

This Contributor Salesperson takes the effort to be clear, transparent, open and direct in his communications. He ensures that the other person has clearly understood all the terms of a deal – nothing is hidden. Thus, he inspires confidence and people feel they can trust what he is saying.

This Contributor Banker is sensitive to the “code of conduct” expected in the Japanese business community he is dealing with. He takes the effort to appreciate and understand their ways. He respects their way of doing things and acts accordingly. Thus, people from that community trust him.

This Contributor Boss takes the effort to carefully think through his decisions. His judgment is impartial and takes into account the best interests of all those who are involved. Thus people can trust that he will give unbiased and accurate feedback. They can also trust that his choices will be the best for the situation.

2.

3.

The Non-contributor Banker who does not pay attention to building trust

The Non-contributor Boss who does not pay attention to building trust

The Contributor Banker who focuses on building trust

The Contributor Boss who focuses on building trust

I want to stand out.

The boss focuses on organizational interests and not on any one

person’s interests alone.

The boss’ decisions depend on his likes and dislikes.

The boss always acts according to his principles.

The boss decides depending on his mood on

that day.

1 Fudging Data: Changing data, replacing it with false data. “Adjusting” data records or presenting data in a way that gives a false impression.

2 Being Transparent: Telling people things directly without hiding. What you say and what you are thinking are the same.

Would you trust him with your life-savings?

The boss favors some people and not others.

The boss is always fair and impartial.

12.1 Exploring how to demonstrate “trust behavior”[CONCEPT EXPLORATION]

SWAMI VIVEKANANDA CONTRIBUTOR PERSONALITY PROGRAM FOR GTU – JULY 2012 BATCH


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... continued

Sumit, the non-contributor Client Servicing Executive makes big promises to customers, but he doesn’t keep these commitments. Through his “smooth talking” he gets people to believe what he is saying but later they feel cheated because what he actually delivers is far less than what they were led to expect. Thus people learn not to trust his commitments.

Amit, the Contributor Client Servicing Executive sets clear expectations for the customer – and he meets these expectations. He takes care to make realistic estimates and modest promises – and he not only delivers what he promised, but much more than that. So clients are happy to work with him and trust that if he makes a commitment, he will definitely fulfill it.

Group Worksheet 12.1:Similarly (as shown in examples 1-4 above), imagine the following situations to visualize how the contributors (who “demonstrate trust behavior”) would respond differently from the non-contributors shown (who don’t pay attention to building trust). Discuss to fill in.

One thing I can learn from this example, on how to “demonstrate trust behavior” –

continued ...

4.

1.

The Non-contributor Client Servicing Executive who does not pay attention to building trust

SUNMIT’S COUSTMER

AMIT’S COUSTMER

See this Advertisement put out by a Non-contributor Communicator who does not pay attention to building trust…

The Contributor Client Servicing Executive who focuses on building trust

As a Contributor Communicator, visualize and create a new advertisement for this training institute, that demonstrates “trust behavior”…

Sumit promised our company many benefits to

get the order. But when the time for delivery came, he

backed out...

When Amit commits to something, he does it.

Therefore we must give him the next contract.

I do not trust Sumit to deliver the product

on time and with quality.

Amit always ensures that whatever he

produces is of a high quality, and meets our

requirements perfectly.

[Visualize the new advertisement to fill in…]You are scanning the newspapers for job advertisements, when this advertisement catches your attention...

While you have not yet made up your mind, Jitesh, who is an old classmate of yours, joins the institute for a 3-month course. He calls you up a month later, to tell you that he has discovered that 75% of the jobs on offer on the campus are in Rs. 1-2 lakh range. Only people with a minimum of 5 years’ prior work experience get better job offers – and that too if they have done at least a 1-year course. Jitesh feels the advertisement fooled him.



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... continued

2. Suraj was working as a researcher in a pharmaceutical company for several years. He has now got a very good job offer from a competing company. At the interview…

3. Vaidehi is an accomplished Indian classical singer. Rahul, a beginner, asks her opinion on some details of tabla playing (a field about which she does not know much).

continued ...

Vaidehi’s response if she is a non-contributor who does not pay attention to building trust…

What would be Vaidehi’s response as a contributor who demonstrates “trust behavior”?

Vaidehi covers up her ignorance on the subject by using big words and technical terms that Rahul does not understand. Rahul is impressed with her, but is not very happy because his question is not really answered (since he hasn’t understood what she has said).

As an expert I cannot let my image get spoilt.

No one should know I am ignorant in this subject.



[Imagine and fill in…]

In your previous company, you worked on this cardio-vascular drug. Once you join us, if you share the formulations of that drug, it will help us take our research ahead.

Imagine what would be Suraj’s response as a non-contributor who does not pay attention to building trust…

Imagine what would be Suraj’s response as a contributor who demonstrates “trust behavior”…



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Explore more on what it means to be a contributor who demonstrates trust behavior, on i-become

AND MORE ...

C1: How do people build trust C2: The most powerful people in organizations are the people who are trusted the most

[Log into your account on http://gtu.ibecome.in/ and select Unit 12: Demonstrate Trust Behavior Foundation Concept Exploration]

4. Rohit, a trainee, is excited because his boss has taken him along for a top management meeting (most juniors don’t get such a chance). The boss has instructed Rohit to sit quietly and take notes. As the Vice President is talking, Rohit (who has been researching university markets) realizes his data is outdated…

... continued

Reflection: When you repeatedly break the trust of others, you lose “credibility” as a professional. How will this loss of credibility affect your career? Discuss to answer.

Rohit’s behavior if he is a non-contributor who does not pay attention to building trust…

What is Rohit’s behavior as a contributor who

demonstrates “trust behavior”?


The statistics of the university market

shows us… The statistics of the university market

shows us…

Excuse me sir, but

your data is outdated…

according to the latest studies…

The top management gets very upset with Rohit’s boss for bringing this arrogant youth who doesn’t know

how to behave in a high-profile meeting. Rohit is soon transferred out.

The top management congratulates Rohit’s boss and acknowledges Rohit’s contribution.

[Imagine and fill in…]

V.P.

V.P.

Rohit

Rohit

Rohit’s Boss

Rohit’s Boss



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Explore one more story of a person who built a huge “trust balance” in his professional life i-become

A1: E. SREEDHARAN, Civil EngineerWho built his reputation as a man who could implement complex national-scale projects, on time. Despite serious setbacks in his career, he was able to bounce back and win back the trust of people because of the huge “trust balance” he already had.

[Log into your account on http://gtu.ibecome.in/ and select Unit 12: Demonstrate Trust Behavior Foundation Concept Applications]

Rahul Dravid is famously known as ‘The Wall’ in the cricketing world. He established a track record of batting for long periods of time, keeping his cool under all circumstances.

Though a specialist batsman, Rahul Dravid made his debut at the No. 7 position, something which would have rattled many of lesser character. With sheer hard work and consistent performance he gradually cemented his position at No. 3 in the batting lineup. In the years when India did not have definite openers, he opened for India though it was never a position of his preference.

Consistency, patience, hard work and the ability to adapt to any situation are some qualities that went on to make Rahul Dravid a batsman the team could count on. Though Dravid played in a team which had stalwarts like Sachin Tendulkar and Saurav Ganguly, he always remained secure, always playing for the team and rising to the demands of the team.

Form, consistency, patience, hard work, ability to shift gears when needed, playing for the team always – make him a legend without

doubt.

COMMENTS ON RAHUL DRAVID

Clearly, the USP of his batting is his patience. He is prepared for the hard

grind and sets himself for the long haul every time he has the willow in his hand.

‘If I have to put anyone to bat for my life, it would be

Dravid’.

It’s like a paint advertisement, which

shows the paint is fine in cold, hot, and rains, all the places. Rahul Dravid is one such consistent performer,

everywhere.

Rahul Dravid – Being Dependable

12.2 Workplace application 1[CONCEPT APPLICATION]

ROLE MODEL



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Group Worksheet 12.2:

Trust building involves proving yourself over a sustained period of time. This helps you build a “trust balance” (like a bank balance) with people.

Why does building a high “trust balance” with people, help you contribute more? Answer by discussing to fill in –

If you have a high “trust balance” with people, then people are willing to forgive unintentional mistakes you may make and yet retain their trust in you.

If you have a high “trust balance” with people, then you are trusted with larger responsibilities.

Give an example of such an incident:

Give an example of such an incident:

How does “having the space to make mistakes” help you contribute more?

How does “being trusted with larger responsibilities” give you the opportunity to contribute more?



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Citizens don’t trust the promises, schemes, policies made by the government because they make little or no effort to build the trust of citizens. This leads to failure even when the intentions behind the policies and schemes are positive. Citizens are suspicious of any government scheme or policy.

In the workplace, what are the consequences of not paying attention to building trust amongst people?

How does this impact the ease with which you can get things done?

How does this impact the sharing and innovation possible in a team?

How does this impact the “paper-work” and “rules and processes” that need to be set up and followed?

Source: http://www.ndtv.com

Jawans died fighting Naxals, their widows still await compensationThey had to bear one of the toughest sacrifices - losing their loved ones to Naxals. But the widows of commandos, who lost their lives battling Naxals, are now facing more trouble as they have still not received the entire compensation promised to them by the Government.

“After our men were killed they came and told us we are like family. But two years have passed since my husband’s death and no one has bothered about our plight,” said Smita Damodar Maitam, who lost her husband to the Naxals.

Their men were elite C-60 commandos – the crack unit set up to fight Naxals in the forests, a battle the unit fights everyday with little training and arms. Drawn from the tribal community, their knowledge of local topography gives them an advantage in operations.

Gadchiroli SP Rajesh Pradhan says, “If one single factor is responsible for the low Naxal activities in the district, it is the C-60 commandos.”

However, the families of the C-60 commandos allege this contribution goes unrewarded. The state government gives a compensation of Rs. 25 lakh in the event of a death which goes into a fixed deposit for 10 years. Also a house, free schooling for the children and job for a family member. Many

women are yet to get a house, a critical package not delivered to any of these mothers and widows.

“We have not got a house yet. They have not given my daughter the job they promised. It’s been two years,” says the mother of a deceased soldier.


NEWS ANALYSIS



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Dr. Patel had a good reputation as a doctor. Yet, here is a case where there is a breakdown in trust between doctor and patient.

(Eg: Writing prescriptions clearly in an understandable way)

Brainstorm to identify some key “trust practices” that a general physician (doctor) should follow:

Which of these practices were missing in Dr. Patel’s case?

HINTS: Consider – – What are some of the “unsaid”

commitments that a doctor has towards his patients? How should he keep these commitments?

– How can the doctor be more transparent and clear in his communication with the patient?

– How can he demonstrate that his medical judgments are reasonable and unbiased?

– What are some of the “codes of conduct” that need to be respected in the relationship between doctor and patient?

– How can the doctor show that his intentions are in the best interests of the patient?

Dr. Pradeep Patel had set up his general practice in Ahmedabad and was doing very well. Over the years, he had built up a large number of regular patients. Doctor, the medicine you prescribed has given

me severe pain and rashes!! I could not sleep all night! What kind of a doctor are you?

How is it posssible? I had checked for

allergies… Show me the medicine you bought…

Oh no! I have lost this customer’s trust through no fault of

mine!

Oh… see… this is not the same medicine I prescribed… The

medical shop gave you a similar medicine with a similar name but it is not the same one

meant for you!

How am I supposed to know whether it is the right medicine? You and the medical shop must be having some “arrangement” to sell this medicine

to people!

One day...

DR.P.PATELDR. P. PATEL


SCENARIO



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Explore some trust practices that professionals follow, that helps build trust on i-become


AND MORE ...

Kiran Bedi, India’s first woman police officer is one of the greatest change agents of modern times.

In 1981, as DCP (Traffic), she controlled traffic during the 1982 Asian Games. She didn’t hesitate to tow away cars

and once even challenged the car from the Prime Minister’s office for wrong parking near a car repair shop. Recalling the

incident she says:

My sub-inspector Nirmal Singh had challenged a wrongly parked car in Connaught Place. The driver came and warned the sub-inspector

that this car belonged to the Prime Minister’s Office.

Without bothering about the threat, my sub-inspector told the driver that he will have to pay the fine, come what may. There was a bit of a riot there, but nothing serious happened. This incident

made policemen feel empowered. They felt they could take on powerful people.

I authorized and supported such action by my staff.

I knew that I will be transferred when I decided to lift the PM’s car (for wrong parking). I gave a thought to it and

decided to do what was right then.

A2: Earning trust by keeping “said and

unsaid” commitments to the customer

A4: Ajay wins the trust of his skeptical team

members

A3: Sajid makes a trustworthy

assessment and acts accordingly

A5: Open communication

between Rajesh and Kevin

A6: Standing by the stated values of the

company


ROLE MODEL



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Kiran Bedi built her reputation as a trustworthy police-person through many such incidents where she demonstrated “trust behavior” in the role of police.

(Eg: Enforcing the law equally for people in high positions as well as for common citizens)

(eg: software developer)

Brainstorm to identify some key “trust practices” that any police-person should follow, to build the trust of citizens:

Select a career you want to take up for discussion –

For this profession, use your learnings thus far, to brainstorm to identify some key “trust practices” that will help build credibility as a professional and build a “trust balance” across your career and relationships –

Career:

HINTS: Consider – – What are some of the

“unsaid” commitments that a police-person has towards the public? How should s/he keep these commitments?

– How can the police be more honest in their communication with citizens?

– How can s/he demonstrate that his/her decisions and actions are reasonable and unbiased?

– What are some of the “codes of conduct” that need to be respected in the relationship between the police and the citizens?

– What are some of the “codes of conduct” that need to be respected within the police force?

– How can the police-person show that his/her intentions



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Field Work

12.6 Project Work

Project Goal: To study how people (contributors) demonstrate “trust behavior”.

STEP 1: Identify any 2 contributors who you believe are highly respected and trusted by people in the community. (This person may be from any field of work, and may be personally known to you OR may be a highly respected person in your community / locality OR a famous personality OR someone who works in your locality eg: vegetable seller, sweeper, etc.)

STEP 2: Decide how you are going to present your project. As a –

• Home-videoproject(recordingavideoofinterviewsetc.tomakeashort-filmonthecase),OR

• Slidepresentation(withphotographs,factualdata,insights,sound/music,etc.),OR

• Posterpresentation(withphotographs,factualdata,insights,etc.)

STEP 3:Oneachofthese2people,doaresearchstudytocollectdata(video,photographs,data,etc.)foryourproject presentation. Your research can include –

• Primaryresearchdonebyinterviewingthepersonandotherss/helivesandworkswith.

• Secondary research done by using the internet, going through newspapers and magazines, talking toexperienced people who know this person well.

Inyourresearchstudy,identifyspecificexamples/incidentsinthisperson’slifewherethepersonhasdemonstrated“trust behavior”, including situations where the person –

• Wasfacedwithatoughchoice(wheres/hemayhavelostsomethingbecauseofthetrustworthychoice),andyets/hechosetocommunicateinamannerthatwastrustworthy(transparent,honest,clear,presentingdatatruthfully,tellingthewholetruth,nothidinganything).

• Hadtogointoanewcommunityorjoinedanewinstitution,wheres/headjustedhis/herhabitsoutofrespectfor the “code of conduct” or acceptable behavior in that community.

• Hadtomakedifficultdecisionsorchoices(maybewithpressurefromexternalsources)–yets/hechosetoremainfirm,standbyhis/herprinciples,andmadeafair/unbiasedchoicethatwasinthelarger,bestinterestsofthegroup(ratherthanpersonalinterests).

• Tookupsomeprojectswheres/hemadecommitments, setclearexpectations,anddelivered towhats/hepromised(andevendeliveredmuchmorethanwhatwaspromised)–becauseofwhichpeoplecandependonhim/her.(Identify2-3suchprojectstoshowthispersonconsistentlydeliveredtocommitments.)

Askhim/hertonarrateeachoftheseincidentstoyou,alsoexplainingwhatmotivatedhim/hertobehaveinthismanner(trustworthybehavior).

STEP 4:Makeyourfinalpresentationbycompilingtheanswersfromyourinterviews/researchandyourobservationson each of these answers, highlighting how this person demonstrated “trust behavior”.

STEP 5: Present in the class.

NOTE: Don’t just present these clips directly. Instead, study the contributor’s approach in the chosen clip, and then answer the questions given in Step 3 above. Compile your answers to build your presentation.


OR do the above project (using the same 5 steps as a guideline) for any of these stories based on real cases, available on i-become

A4: Ajay wins the trust of his skeptical team members

A1: E. Sreedharan,Civil Engineer

A5: Open communication between Rajesh and Kevin

A2: Earning trust by keeping “said and unsaid” commitments to the customer

A3: Sajid makes a trustworthy assessment and acts accordingly

A6: Standing by the stated values of the company



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What you can do next:

Practice for Examinations on i-become

• Do the quizzes and practice tests to get an idea of what to expect in the examination

• To access these – – LogintoyourActivGuideaccountonhttp://gtu.ibecome.in/ – Select Unit 12: Demonstrate Trust Behavior Exam Revision

Attend the Contributor Classroom for Unit 12 (on Facebook )

• AnonlinediscussionsessionwillbeconductedforUnit12,intheContributorClassroom,toexplore the practice of “demonstrating trust behavior”.

• JoinstudentsandfacultyfromacrossGTUaswediscussthistopic.

• Toparticipate–

– Gotohttps://www.facebook.com/groups/CPP.July2012/

– LoginwithyourownFacebookaccount(ifyoudon’thaveonealready,createnew)

– Click on “join group” button to join the Contributor Classroom

– Once the group moderator approves, you can attend these discussions

– Make sure you register early enough so you don’t miss these sessions

• Toknowtheschedulesforthis,checkyouremail/thei-becomeFacebookpage https://www.facebook.com/ibecomeInitiative



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“

“

“

“

Every successful man must have behind him somewhere tremendous integrity, tremendous sincerity, and that is the cause of his signal success in life.

Have patience and be faithful unto death. Do not fight among yourselves. Be perfectly pure in money dealings… So long as you have faith and honesty and devotion, everything will prosper.

I trust those that will not desert me in prosperity and adversity alike. ...the most trustworthy men are needed. Then, after the foundation is laid, let him who will, come and make a noise, there is no fear.

Business is business, in the highest sense, and no friendship — or as the Hindu proverb says “eye-shame” — should be there. One should keep the clearest account of everything in one’s charge — and never, never apply the funds intended for one thing to any other use whatsoever — even if one starves the next moment. This is business integrity.

Integrity is the foundation for success

Swami Vivekananda felt that without trust and integrity, no work could be accomplished. These are the foundations of sustainable results in our career.

Swami Vivekananda speaks to you



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“

“

“

Arise and awake and be perfectly sincere. Our insincerity in India is awful; what we want is character, that steadiness and character that make a man cling on to a thing like grim death.

Be steady, and, above all, be pure and sincere to the back bone.

Good motives, sincerity, and infinite love can conquer the world. One single soul possessed of these virtues can destroy the dark designs of millions of hypocrites and brutes.

Swami Vivekananda at Baroda

Before leaving Gujarat, Swami Vivekananda also met

Shri Manibhai J. Dewan of Baroda, a man of piety

and noble character.

Before that as Dewan of Kutch he had introduced a

lot of beneficial reform in all departments – collection

of revenue, education, sanitation etc.

At Baroda, Manibhai worked hard and there was

spectacular progress in the field of education. Swami

Vivekananda spent some time with him in discussing

about the education system of the State.

Though it is not known where and when Swami

Vivekananda met Maharaja Sayajirao Gaekwad of

Baroda, he had later told Prince Martanda Varma

at Trivandrum that “of all the ruling princes he had

met, he had been most impressed with the capacity,

patriotism, energy and foresight of the Gaekwad of

Baroda.”

Source: The Complete Works of Swami Vivekananda(Published by Advaita Ashrama, 5 Dehi Entally Road,Kolkata14,India)

Source: Shri Ramakrishna Ashrama, Rajkot, website(www.rkmrajkot.org)

The material in this workbook is meant to be studied along with the material available at gtu.ibecome.in

You will find videos, concept presentations, quizzes to improve your understanding of the topic.

Workbook printed from I-Become ActivGuide

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