Mc2012 donna burnette handout

2012 AdVenture Marketing

Conference

Note: The information and suggestions presented should serve only as a foundation for further

analysis. The National Association of Electrical Distributors hereby disclaim any and all

responsibility or liability which may be asserted or claimed arising from or claimed to have arisen

from reliance upon the information or utilization of the information contained in this packet of

materials.

The Speed of Trust

Presenter: Donna Burnette

Tuesday, August 21

!"#$%&'()*+*,%-./0&.*!"12$*!"3*-.4*!"12$5&./*55!3*600*%&'()7*%272%1248-'2*9,"%*:"%2*&.;"%:-)&".<*#02-72*1&7&)*"=%*>2?7&)2*-)*>>>37#224";)%=7)3@":*"%*@-00*AB9CDEFCGDBB3

!"#$%!#&''()*!$+,-..

/0(12(*3!4!502607&!)8!$70'694:!;<=!;>..

!"#$%&'&()*+,#,)%!"#$!%&'()'*+

!"#$ %&'()#"$70'6!('!')86? $70'6!('!@471=!7&42!4*1!A&4,

'074B2&?$70'6!('!'2)C? D)6@(*3!('!4'!84'6!4'!6@&!

!"##$%)8!$70'6?$70'6!('!(*6&37(6:!)*2:? $70'6!('!&E042!F476'!5@474G,

6&7!H!5)AF&6&*G&?$70'6(*3!F&)F2&!('!6))!7('I:? D)6!670'6(*3!F&)F2&!('!A)7&!

7('I:?J)0!&(6@&7!@4K&!670'6!)7!:)0!1)*L6?

$70'6!G4*!B&!B)6@!B0(26!H!1&'67):&1?

$70'6!G4*L6!B&!A&4'07&1? $70'6!488&G6'!B)6@!'F&&1!4*1!G)'6!4*1!('!A&4'074B2&?

M*G&!2)'6=!670'6!G4*L6!B&!7&'6)7&1?

�� G4*!B&!7&'6)7&1?

#47B4*&'!MN2&:!702&'!O)7!&N6&7*42!G)AF2(4*G&P7&3024,6()*'Q!I(22!670'6?

5)AF2(4*G&P7&30246()*'!47&!422!6@&!A)7&!7&4')*!6)!&',64B2('@!670'6?

J)0!G4*L6!6&4G@!670'6? $70'6!G4*!B&!B)6@!6403@6!4*1!2&47*&1?

J)0!B0(21!670'6!)*&!F&7')*!46!4!6(A&?

$@&!670'6!:)0!B0(21!C(6@!)*&!F&7')*!4G60422:!B0(21'!(6!C(6@!A4*:?

The ability to establish, grow, extend, and restore trust with all stakeholders—customers, business partners, investors and co-workers—is the key leadership competency of the new, global economy. ,!#6&F@&*!9?!R?!5)K&:

#$&*!"##$*+,*#%-.#/

�

Global Speed of Trust Practice®

AdVenture Conference 2012!Franklin Covey Co. All rights reserved.! 2!

High-Trust and Low-Trust Relationships

RELATIONSHIP TRUST

Identify a person at work with whom you have a high-trust relationship:

What is it like to work with this person?What is it like to communicate with them?How long does it take to get things done?What kind of results are you able to achieve?

Identify a person at work with whom you have a low-trust relationship:

What is it like to work with this person?What is it like to communicate with them?How long does it take to get things done?What kind of results are you able to achieve?

!"#$%&'()*+*,%-./0&.*!"12$*!"3*-.4*!"12$5&./*55!3*600*%&'()7*%272%1248-'2*9,"%*:"%2*&.;"%:-)&".<*#02-72*1&7&)*"=%*>2?7&)2*-)*>>>37#224";)%=7)3@":*"%*@-00*AB9CDEFCGDBB3

!"#$%!#&''()*!$+,-..

/0(12(*3!4!502607&!)8!$70'694:!;<=!;>..

!"#$%&'&()*+,#,)%!"#$!%&'()'*+

!"#$ %&'()#"$70'6!('!')86? $70'6!('!@471=!7&42!4*1!A&4,

'074B2&?$70'6!('!'2)C? D)6@(*3!('!4'!84'6!4'!6@&!

!"##$%)8!$70'6?$70'6!('!(*6&37(6:!)*2:? $70'6!('!&E042!F476'!5@474G,

6&7!H!5)AF&6&*G&?$70'6(*3!F&)F2&!('!6))!7('I:? D)6!670'6(*3!F&)F2&!('!A)7&!

7('I:?J)0!&(6@&7!@4K&!670'6!)7!:)0!1)*L6?

$70'6!G4*!B&!B)6@!B0(26!H!1&'67):&1?

$70'6!G4*L6!B&!A&4'07&1? $70'6!488&G6'!B)6@!'F&&1!4*1!G)'6!4*1!('!A&4'074B2&?

M*G&!2)'6=!670'6!G4*L6!B&!7&'6)7&1?

�� G4*!B&!7&'6)7&1?

#47B4*&'!MN2&:!702&'!O)7!&N6&7*42!G)AF2(4*G&P7&3024,6()*'Q!I(22!670'6?

5)AF2(4*G&P7&30246()*'!47&!422!6@&!A)7&!7&4')*!6)!&',64B2('@!670'6?

J)0!G4*L6!6&4G@!670'6? $70'6!G4*!B&!B)6@!6403@6!4*1!2&47*&1?

J)0!B0(21!670'6!)*&!F&7')*!46!4!6(A&?

$@&!670'6!:)0!B0(21!C(6@!)*&!F&7')*!4G60422:!B0(21'!(6!C(6@!A4*:?


#$&*!"##$*+,*#%-.#/

�



Trust Taxes and Dividends

Trust Tax

TRUST = SPEED COST

Trust Dividend

TRUST = SPEED COST

!"#$%&'()*+*,%-./0&.*!"12$*!"3*-.4*!"12$5&./*55!3*600*%&'()7*%272%1248-'2*9,"%*:"%2*&.;"%:-)&".<*#02-72*1&7&)*"=%*>2?7&)2*-)*>>>37#224";)%=7)3@":*"%*@-00*AB9CDEFCGDBB3

!"#$%!#&''()*!$+,-..

/0(12(*3!4!502607&!)8!$70'694:!;<=!;>..

!"#$%&'&()*+,#,)%!"#$!%&'()'*+

!"#$ %&'()#"$70'6!('!')86? $70'6!('!@471=!7&42!4*1!A&4,

'074B2&?$70'6!('!'2)C? D)6@(*3!('!4'!84'6!4'!6@&!

!"##$%)8!$70'6?$70'6!('!(*6&37(6:!)*2:? $70'6!('!&E042!F476'!5@474G,

6&7!H!5)AF&6&*G&?$70'6(*3!F&)F2&!('!6))!7('I:? D)6!670'6(*3!F&)F2&!('!A)7&!

7('I:?J)0!&(6@&7!@4K&!670'6!)7!:)0!1)*L6?

$70'6!G4*!B&!B)6@!B0(26!H!1&'67):&1?

$70'6!G4*L6!B&!A&4'07&1? $70'6!488&G6'!B)6@!'F&&1!4*1!G)'6!4*1!('!A&4'074B2&?

M*G&!2)'6=!670'6!G4*L6!B&!7&'6)7&1?

�� G4*!B&!7&'6)7&1?

#47B4*&'!MN2&:!702&'!O)7!&N6&7*42!G)AF2(4*G&P7&3024,6()*'Q!I(22!670'6?

5)AF2(4*G&P7&30246()*'!47&!422!6@&!A)7&!7&4')*!6)!&',64B2('@!670'6?

J)0!G4*L6!6&4G@!670'6? $70'6!G4*!B&!B)6@!6403@6!4*1!2&47*&1?

J)0!B0(21!670'6!)*&!F&7')*!46!4!6(A&?

$@&!670'6!:)0!B0(21!C(6@!)*&!F&7')*!4G60422:!B0(21'!(6!C(6@!A4*:?


#$&*!"##$*+,*#%-.#/

�



Earning a Dividend1. Choose one workplace situation that could bene!t greatly from increased speed and decreased cost.

(Choose an area you can in"uence.)

2. What “Trust Tax” are you paying now because of this situation?

3. What “Trust Dividend” might you earn if you could improve?

!"#$%&'()*+*,%-./0&.*!"12$*!"3*-.4*!"12$5&./*55!3*600*%&'()7*%272%1248-'2*9,"%*:"%2*&.;"%:-)&".<*#02-72*1&7&)*"=%*>2?7&)2*-)*>>>37#224";)%=7)3@":*"%*@-00*AB9CDEFCGDBB3

!"#$%!#&''()*!$+,-..

/0(12(*3!4!502607&!)8!$70'694:!;<=!;>..

!"#$%&'&()*+,#,)%!"#$!%&'()'*+

!"#$ %&'()#"$70'6!('!')86? $70'6!('!@471=!7&42!4*1!A&4,

'074B2&?$70'6!('!'2)C? D)6@(*3!('!4'!84'6!4'!6@&!

!"##$%)8!$70'6?$70'6!('!(*6&37(6:!)*2:? $70'6!('!&E042!F476'!5@474G,

6&7!H!5)AF&6&*G&?$70'6(*3!F&)F2&!('!6))!7('I:? D)6!670'6(*3!F&)F2&!('!A)7&!

7('I:?J)0!&(6@&7!@4K&!670'6!)7!:)0!1)*L6?

$70'6!G4*!B&!B)6@!B0(26!H!1&'67):&1?

$70'6!G4*L6!B&!A&4'07&1? $70'6!488&G6'!B)6@!'F&&1!4*1!G)'6!4*1!('!A&4'074B2&?

M*G&!2)'6=!670'6!G4*L6!B&!7&'6)7&1?

�� G4*!B&!7&'6)7&1?

#47B4*&'!MN2&:!702&'!O)7!&N6&7*42!G)AF2(4*G&P7&3024,6()*'Q!I(22!670'6?

5)AF2(4*G&P7&30246()*'!47&!422!6@&!A)7&!7&4')*!6)!&',64B2('@!670'6?

J)0!G4*L6!6&4G@!670'6? $70'6!G4*!B&!B)6@!6403@6!4*1!2&47*&1?

J)0!B0(21!670'6!)*&!F&7')*!46!4!6(A&?

$@&!670'6!:)0!B0(21!C(6@!)*&!F&7')*!4G60422:!B0(21'!(6!C(6@!A4*:?


#$&*!"##$*+,*#%-.#/

�



SOCIETALSOCIETALMARKETMARKET

ORGANIZATIONALORGANIZATIONALRELATIONSHIPRELATIONSHIP

SELFSELF

CHARACTER

COMPETENCE

4. Results

3. Capabilities

2. Intent

1. Integrity

The 4 Cores of Credibility

_________________________________

___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

!"#$%&'()*+*,%-./0&.*!"12$*!"3*-.4*!"12$5&./*55!3*600*%&'()7*%272%1248-'2*9,"%*:"%2*&.;"%:-)&".<*#02-72*1&7&)*"=%*>2?7&)2*-)*>>>37#224";)%=7)3@":*"%*@-00*AB9CDEFCGDBB3

!"#$%!#&''()*!$+,-..

/0(12(*3!4!502607&!)8!$70'694:!;<=!;>..

!"#$%&'&()*+,#,)%!"#$!%&'()'*+

!"#$ %&'()#"$70'6!('!')86? $70'6!('!@471=!7&42!4*1!A&4,

'074B2&?$70'6!('!'2)C? D)6@(*3!('!4'!84'6!4'!6@&!

!"##$%)8!$70'6?$70'6!('!(*6&37(6:!)*2:? $70'6!('!&E042!F476'!5@474G,

6&7!H!5)AF&6&*G&?$70'6(*3!F&)F2&!('!6))!7('I:? D)6!670'6(*3!F&)F2&!('!A)7&!

7('I:?J)0!&(6@&7!@4K&!670'6!)7!:)0!1)*L6?

$70'6!G4*!B&!B)6@!B0(26!H!1&'67):&1?

$70'6!G4*L6!B&!A&4'07&1? $70'6!488&G6'!B)6@!'F&&1!4*1!G)'6!4*1!('!A&4'074B2&?

M*G&!2)'6=!670'6!G4*L6!B&!7&'6)7&1?

�� G4*!B&!7&'6)7&1?

#47B4*&'!MN2&:!702&'!O)7!&N6&7*42!G)AF2(4*G&P7&3024,6()*'Q!I(22!670'6?

5)AF2(4*G&P7&30246()*'!47&!422!6@&!A)7&!7&4')*!6)!&',64B2('@!670'6?

J)0!G4*L6!6&4G@!670'6? $70'6!G4*!B&!B)6@!6403@6!4*1!2&47*&1?

J)0!B0(21!670'6!)*&!F&7')*!46!4!6(A&?

$@&!670'6!:)0!B0(21!C(6@!)*&!F&7')*!4G60422:!B0(21'!(6!C(6@!A4*:?


#$&*!"##$*+,*#%-.#/

�



As you read each set of statements, circle the number that best describes where you feel you are on the continuum: 1 means you identify with the statement on the left; 5 means you feel best described by the statement on the right; 2, 3, or 4 mark various positions in between.

INTEGRITY

MORE LIKE THIS < < | > > MORE LIKE THIS

I sometimes justify telling “white lies,” misrepresent people or situations, or “spin” the truth to get the results I want.

1 2 3 4 5At every level, I am thoroughly honest in my interactions with others.

At times, there’s a mismatch between what I think and what I say, or between my actions and my values.

1 2 3 4 5What I say and do is what I really think and feel; I consistently “walk my talk.”

I am not fully clear on my values. It’s difficult for me to stand up for something when others disagree.

1 2 3 4 5I am clear on my values and courageous in standing up for them.

It’s hard for me to acknowledge that someone else may be right or that there is additional information out there that may cause me to change my mind.

1 2 3 4 5

I am genuinely open to the possibility of learning new ideas that may cause me to rethink issues or even redefine values.

I have a difficult time setting and achieving personal goals or commitments.

1 2 3 4 5I am able to consistently make and keep commitments to myself and to others.

“Integrity” Score:

The 4 Cores: Self-Assessment

!"#$%&'()*+*,%-./0&.*!"12$*!"3*-.4*!"12$5&./*55!3*600*%&'()7*%272%1248-'2*9,"%*:"%2*&.;"%:-)&".<*#02-72*1&7&)*"=%*>2?7&)2*-)*>>>37#224";)%=7)3@":*"%*@-00*AB9CDEFCGDBB3

!"#$%!#&''()*!$+,-..

/0(12(*3!4!502607&!)8!$70'694:!;<=!;>..

!"#$%&'&()*+,#,)%!"#$!%&'()'*+

!"#$ %&'()#"$70'6!('!')86? $70'6!('!@471=!7&42!4*1!A&4,

'074B2&?$70'6!('!'2)C? D)6@(*3!('!4'!84'6!4'!6@&!

!"##$%)8!$70'6?$70'6!('!(*6&37(6:!)*2:? $70'6!('!&E042!F476'!5@474G,

6&7!H!5)AF&6&*G&?$70'6(*3!F&)F2&!('!6))!7('I:? D)6!670'6(*3!F&)F2&!('!A)7&!

7('I:?J)0!&(6@&7!@4K&!670'6!)7!:)0!1)*L6?

$70'6!G4*!B&!B)6@!B0(26!H!1&'67):&1?

$70'6!G4*L6!B&!A&4'07&1? $70'6!488&G6'!B)6@!'F&&1!4*1!G)'6!4*1!('!A&4'074B2&?

M*G&!2)'6=!670'6!G4*L6!B&!7&'6)7&1?

�� G4*!B&!7&'6)7&1?

#47B4*&'!MN2&:!702&'!O)7!&N6&7*42!G)AF2(4*G&P7&3024,6()*'Q!I(22!670'6?

5)AF2(4*G&P7&30246()*'!47&!422!6@&!A)7&!7&4')*!6)!&',64B2('@!670'6?

J)0!G4*L6!6&4G@!670'6? $70'6!G4*!B&!B)6@!6403@6!4*1!2&47*&1?

J)0!B0(21!670'6!)*&!F&7')*!46!4!6(A&?

$@&!670'6!:)0!B0(21!C(6@!)*&!F&7')*!4G60422:!B0(21'!(6!C(6@!A4*:?


#$&*!"##$*+,*#%-.#/

�



INTENT


I don’t really care that much about people, except those closest to me. It’s hard for me to think about concerns outside of my own challenges in life.

1 2 3 4 5I genuinely care about other people and am deeply concerned about the well-being of others.

I don’t think a lot about why I do what I do. I’ve rarely, if ever, tried to do deep interior work to improve my motives.

1 2 3 4 5

I am consciously aware of my motives and I refine them to make sure I’m doing the right things for the right reasons.

In dealing with others, I usually focus on getting what I want.

1 2 3 4 5I actively seek solutions that provide a “win” for everyone involved.

Based on my behavior, most people wouldn’t necessarily think I had their best interest in mind.

1 2 3 4 5Other people can clearly tell by the things I do that I really do have their best interest in mind.

Deep down, I believe that if someone else gets something—resources, opportunities, credit— it means I don’t.

1 2 3 4 5I sincerely believe that there is more than enough of everything to go around.

“Intent” Score:

The 4 Cores: Self-Assessment

!"#$%&'()*+*,%-./0&.*!"12$*!"3*-.4*!"12$5&./*55!3*600*%&'()7*%272%1248-'2*9,"%*:"%2*&.;"%:-)&".<*#02-72*1&7&)*"=%*>2?7&)2*-)*>>>37#224";)%=7)3@":*"%*@-00*AB9CDEFCGDBB3

!"#$%!#&''()*!$+,-..

/0(12(*3!4!502607&!)8!$70'694:!;<=!;>..

!"#$%&'&()*+,#,)%!"#$!%&'()'*+

!"#$ %&'()#"$70'6!('!')86? $70'6!('!@471=!7&42!4*1!A&4,

'074B2&?$70'6!('!'2)C? D)6@(*3!('!4'!84'6!4'!6@&!

!"##$%)8!$70'6?$70'6!('!(*6&37(6:!)*2:? $70'6!('!&E042!F476'!5@474G,

6&7!H!5)AF&6&*G&?$70'6(*3!F&)F2&!('!6))!7('I:? D)6!670'6(*3!F&)F2&!('!A)7&!

7('I:?J)0!&(6@&7!@4K&!670'6!)7!:)0!1)*L6?

$70'6!G4*!B&!B)6@!B0(26!H!1&'67):&1?

$70'6!G4*L6!B&!A&4'07&1? $70'6!488&G6'!B)6@!'F&&1!4*1!G)'6!4*1!('!A&4'074B2&?

M*G&!2)'6=!670'6!G4*L6!B&!7&'6)7&1?

�� G4*!B&!7&'6)7&1?

#47B4*&'!MN2&:!702&'!O)7!&N6&7*42!G)AF2(4*G&P7&3024,6()*'Q!I(22!670'6?

5)AF2(4*G&P7&30246()*'!47&!422!6@&!A)7&!7&4')*!6)!&',64B2('@!670'6?

J)0!G4*L6!6&4G@!670'6? $70'6!G4*!B&!B)6@!6403@6!4*1!2&47*&1?

J)0!B0(21!670'6!)*&!F&7')*!46!4!6(A&?

$@&!670'6!:)0!B0(21!C(6@!)*&!F&7')*!4G60422:!B0(21'!(6!C(6@!A4*:?


#$&*!"##$*+,*#%-.#/

�



The 4 Cores: Self-AssessmentCAPABILITIES


I feel like I’m not really utilizing my talents in my current job.

1 2 3 4 5There is a high match between my talents and opportunities in the work I’m doing.

I have not gained the knowledge or fully developed the skills I need to really be effective at work.

1 2 3 4 5I have acquired the knowledge and mastered the skills required for my job.

I seldom take time to improve my knowledge and skills at work or in any other area in my life.

1 2 3 4 5I relentlessly upgrade and increase my knowledge and skills in all the important areas of my life.

I’m not really sure what my strengths are; I’m more focused on trying to improve in my areas of weakness.

1 2 3 4 5I’ve identified my strengths, and my greatest focus is on using them effectively.

At this point, I really don’t know much about how to build trust.

1 2 3 4 5I know how to effectively establish, grow, extend, and restore trust, and I consciously work to make it happen.

“Capabilities” Score:

!"#$%&'()*+*,%-./0&.*!"12$*!"3*-.4*!"12$5&./*55!3*600*%&'()7*%272%1248-'2*9,"%*:"%2*&.;"%:-)&".<*#02-72*1&7&)*"=%*>2?7&)2*-)*>>>37#224";)%=7)3@":*"%*@-00*AB9CDEFCGDBB3

!"#$%!#&''()*!$+,-..

/0(12(*3!4!502607&!)8!$70'694:!;<=!;>..

!"#$%&'&()*+,#,)%!"#$!%&'()'*+

!"#$ %&'()#"$70'6!('!')86? $70'6!('!@471=!7&42!4*1!A&4,

'074B2&?$70'6!('!'2)C? D)6@(*3!('!4'!84'6!4'!6@&!

!"##$%)8!$70'6?$70'6!('!(*6&37(6:!)*2:? $70'6!('!&E042!F476'!5@474G,

6&7!H!5)AF&6&*G&?$70'6(*3!F&)F2&!('!6))!7('I:? D)6!670'6(*3!F&)F2&!('!A)7&!

7('I:?J)0!&(6@&7!@4K&!670'6!)7!:)0!1)*L6?

$70'6!G4*!B&!B)6@!B0(26!H!1&'67):&1?

$70'6!G4*L6!B&!A&4'07&1? $70'6!488&G6'!B)6@!'F&&1!4*1!G)'6!4*1!('!A&4'074B2&?

M*G&!2)'6=!670'6!G4*L6!B&!7&'6)7&1?

�� G4*!B&!7&'6)7&1?

#47B4*&'!MN2&:!702&'!O)7!&N6&7*42!G)AF2(4*G&P7&3024,6()*'Q!I(22!670'6?

5)AF2(4*G&P7&30246()*'!47&!422!6@&!A)7&!7&4')*!6)!&',64B2('@!670'6?

J)0!G4*L6!6&4G@!670'6? $70'6!G4*!B&!B)6@!6403@6!4*1!2&47*&1?

J)0!B0(21!670'6!)*&!F&7')*!46!4!6(A&?

$@&!670'6!:)0!B0(21!C(6@!)*&!F&7')*!4G60422:!B0(21'!(6!C(6@!A4*:?


#$&*!"##$*+,*#%-.#/

�



The 4 Cores: Self-AssessmentRESULTS


I don’t have a very good track record. My resume certainly won’t knock anyone’s socks off.

1 2 3 4 5My track record clearly gives others the confidence that I will achieve the desired results.

I focus my efforts on doing what I’ve been told to do.

1 2 3 4 5I focus my efforts on delivering results, not activities.

When it comes to communicating my track record, either I don’t say anything (I don’t want to brag), or I say too much and turn people off.

1 2 3 4 5I appropriately communicate my track record to others in a way that inspires confidence.

I often fail to finish what I start. 1 2 3 4 5With rare exception, if I start something, I finish it.

I don’t worry so much about how I get results—just that I get them.

1 2 3 4 5I consistently get results in ways that inspire trust.

“Results” Score:

Integrity:

Intent:

Capabilities:

Results:

TOTAL: / 100

!"#$%&'()*+*,%-./0&.*!"12$*!"3*-.4*!"12$5&./*55!3*600*%&'()7*%272%1248-'2*9,"%*:"%2*&.;"%:-)&".<*#02-72*1&7&)*"=%*>2?7&)2*-)*>>>37#224";)%=7)3@":*"%*@-00*AB9CDEFCGDBB3

!"#$%!#&''()*!$+,-..

/0(12(*3!4!502607&!)8!$70'694:!;<=!;>..

!"#$%&'&()*+,#,)%!"#$!%&'()'*+

!"#$ %&'()#"$70'6!('!')86? $70'6!('!@471=!7&42!4*1!A&4,

'074B2&?$70'6!('!'2)C? D)6@(*3!('!4'!84'6!4'!6@&!

!"##$%)8!$70'6?$70'6!('!(*6&37(6:!)*2:? $70'6!('!&E042!F476'!5@474G,

6&7!H!5)AF&6&*G&?$70'6(*3!F&)F2&!('!6))!7('I:? D)6!670'6(*3!F&)F2&!('!A)7&!

7('I:?J)0!&(6@&7!@4K&!670'6!)7!:)0!1)*L6?

$70'6!G4*!B&!B)6@!B0(26!H!1&'67):&1?

$70'6!G4*L6!B&!A&4'07&1? $70'6!488&G6'!B)6@!'F&&1!4*1!G)'6!4*1!('!A&4'074B2&?

M*G&!2)'6=!670'6!G4*L6!B&!7&'6)7&1?

�� G4*!B&!7&'6)7&1?

#47B4*&'!MN2&:!702&'!O)7!&N6&7*42!G)AF2(4*G&P7&3024,6()*'Q!I(22!670'6?

5)AF2(4*G&P7&30246()*'!47&!422!6@&!A)7&!7&4')*!6)!&',64B2('@!670'6?

J)0!G4*L6!6&4G@!670'6? $70'6!G4*!B&!B)6@!6403@6!4*1!2&47*&1?

J)0!B0(21!670'6!)*&!F&7')*!46!4!6(A&?

$@&!670'6!:)0!B0(21!C(6@!)*&!F&7')*!4G60422:!B0(21'!(6!C(6@!A4*:?


#$&*!"##$*+,*#%-.#/

�



Now looking at your Self Assessment, what Core of Credibility is your strength?

___________________________________________________________

What Core of Credibility would you like to improve?

____________________________________________________________

For the core you listed above, turn the card over and read the “accelerators”. Then list actions you might take to increase the core of credibility you listed.

_____________________________________________________________

_____________________________________________________________

_____________________________________________________________

Next we will dig into the “13 Behaviors of Highly Trusted” people and discuss how these behaviors will help you to strength your credibility.

!"#$%&'()*+*,%-./0&.*!"12$*!"3*-.4*!"12$5&./*55!3*600*%&'()7*%272%1248-'2*9,"%*:"%2*&.;"%:-)&".<*#02-72*1&7&)*"=%*>2?7&)2*-)*>>>37#224";)%=7)3@":*"%*@-00*AB9CDEFCGDBB3

!"#$%!#&''()*!$+,-..

/0(12(*3!4!502607&!)8!$70'694:!;<=!;>..

!"#$%&'&()*+,#,)%!"#$!%&'()'*+

!"#$ %&'()#"$70'6!('!')86? $70'6!('!@471=!7&42!4*1!A&4,

'074B2&?$70'6!('!'2)C? D)6@(*3!('!4'!84'6!4'!6@&!

!"##$%)8!$70'6?$70'6!('!(*6&37(6:!)*2:? $70'6!('!&E042!F476'!5@474G,

6&7!H!5)AF&6&*G&?$70'6(*3!F&)F2&!('!6))!7('I:? D)6!670'6(*3!F&)F2&!('!A)7&!

7('I:?J)0!&(6@&7!@4K&!670'6!)7!:)0!1)*L6?

$70'6!G4*!B&!B)6@!B0(26!H!1&'67):&1?

$70'6!G4*L6!B&!A&4'07&1? $70'6!488&G6'!B)6@!'F&&1!4*1!G)'6!4*1!('!A&4'074B2&?

M*G&!2)'6=!670'6!G4*L6!B&!7&'6)7&1?

�� G4*!B&!7&'6)7&1?

#47B4*&'!MN2&:!702&'!O)7!&N6&7*42!G)AF2(4*G&P7&3024,6()*'Q!I(22!670'6?

5)AF2(4*G&P7&30246()*'!47&!422!6@&!A)7&!7&4')*!6)!&',64B2('@!670'6?

J)0!G4*L6!6&4G@!670'6? $70'6!G4*!B&!B)6@!6403@6!4*1!2&47*&1?

J)0!B0(21!670'6!)*&!F&7')*!46!4!6(A&?

$@&!670'6!:)0!B0(21!C(6@!)*&!F&7')*!4G60422:!B0(21'!(6!C(6@!A4*:?


#$&*!"##$*+,*#%-.#/

�



The 13 Behaviors of High-Trust Leaders

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

What you do speaks more loudly than what you say.

Quaker proverb

!"#$%&'()*+*,%-./0&.*!"12$*!"3*-.4*!"12$5&./*55!3*600*%&'()7*%272%1248-'2*9,"%*:"%2*&.;"%:-)&".<*#02-72*1&7&)*"=%*>2?7&)2*-)*>>>37#224";)%=7)3@":*"%*@-00*AB9CDEFCGDBB3

!"#$%!#&''()*!$+,-..

/0(12(*3!4!502607&!)8!$70'694:!;<=!;>..

!"#$%&'&()*+,#,)%!"#$!%&'()'*+

!"#$ %&'()#"$70'6!('!')86? $70'6!('!@471=!7&42!4*1!A&4,

'074B2&?$70'6!('!'2)C? D)6@(*3!('!4'!84'6!4'!6@&!

!"##$%)8!$70'6?$70'6!('!(*6&37(6:!)*2:? $70'6!('!&E042!F476'!5@474G,

6&7!H!5)AF&6&*G&?$70'6(*3!F&)F2&!('!6))!7('I:? D)6!670'6(*3!F&)F2&!('!A)7&!

7('I:?J)0!&(6@&7!@4K&!670'6!)7!:)0!1)*L6?

$70'6!G4*!B&!B)6@!B0(26!H!1&'67):&1?

$70'6!G4*L6!B&!A&4'07&1? $70'6!488&G6'!B)6@!'F&&1!4*1!G)'6!4*1!('!A&4'074B2&?

M*G&!2)'6=!670'6!G4*L6!B&!7&'6)7&1?

�� G4*!B&!7&'6)7&1?

#47B4*&'!MN2&:!702&'!O)7!&N6&7*42!G)AF2(4*G&P7&3024,6()*'Q!I(22!670'6?

5)AF2(4*G&P7&30246()*'!47&!422!6@&!A)7&!7&4')*!6)!&',64B2('@!670'6?

J)0!G4*L6!6&4G@!670'6? $70'6!G4*!B&!B)6@!6403@6!4*1!2&47*&1?

J)0!B0(21!670'6!)*&!F&7')*!46!4!6(A&?

$@&!670'6!:)0!B0(21!C(6@!)*&!F&7')*!4G60422:!B0(21'!(6!C(6@!A4*:?


#$&*!"##$*+,*#%-.#/

�



Behaviors ExerciseScenario 1A manufacturer introduces a promotion to distribution. As you begin to evaluate the promotion, you realize that it is very expensive to implement and you are concerned that it won't be effective. It's certainly going to cost more funds than the manufacturer is providing you! On top of this, they brought the promotion to you after the product launch date How do you handle this situation with your manufacturer?

Discuss the scenario with your team and answer the following questions:

What would you say and do in this situation?

What would your intent be and how might you declare your intent?

What three or four Behaviors of Trust would you use in your conversation?

Scenario 2When the new product hit the market, it didn't live up to customer expectations and now customers are complaining. Your sales representative contacts you.



What would your intent be? How might you declare your intent?


Scenario 3A new member of your team is quite a bit younger than you are. You sense this person sees you as out-of-touch with new realities. You decide to meet with this person.



What would your intent be? How might you declare your intent?


!"#$%&'()*+*,%-./0&.*!"12$*!"3*-.4*!"12$5&./*55!3*600*%&'()7*%272%1248-'2*9,"%*:"%2*&.;"%:-)&".<*#02-72*1&7&)*"=%*>2?7&)2*-)*>>>37#224";)%=7)3@":*"%*@-00*AB9CDEFCGDBB3

!"#$%!#&''()*!$+,-..

/0(12(*3!4!502607&!)8!$70'694:!;<=!;>..

!"#$%&'&()*+,#,)%!"#$!%&'()'*+

!"#$ %&'()#"$70'6!('!')86? $70'6!('!@471=!7&42!4*1!A&4,

'074B2&?$70'6!('!'2)C? D)6@(*3!('!4'!84'6!4'!6@&!

!"##$%)8!$70'6?$70'6!('!(*6&37(6:!)*2:? $70'6!('!&E042!F476'!5@474G,

6&7!H!5)AF&6&*G&?$70'6(*3!F&)F2&!('!6))!7('I:? D)6!670'6(*3!F&)F2&!('!A)7&!

7('I:?J)0!&(6@&7!@4K&!670'6!)7!:)0!1)*L6?

$70'6!G4*!B&!B)6@!B0(26!H!1&'67):&1?

$70'6!G4*L6!B&!A&4'07&1? $70'6!488&G6'!B)6@!'F&&1!4*1!G)'6!4*1!('!A&4'074B2&?

M*G&!2)'6=!670'6!G4*L6!B&!7&'6)7&1?

�� G4*!B&!7&'6)7&1?

#47B4*&'!MN2&:!702&'!O)7!&N6&7*42!G)AF2(4*G&P7&3024,6()*'Q!I(22!670'6?

5)AF2(4*G&P7&30246()*'!47&!422!6@&!A)7&!7&4')*!6)!&',64B2('@!670'6?

J)0!G4*L6!6&4G@!670'6? $70'6!G4*!B&!B)6@!6403@6!4*1!2&47*&1?

J)0!B0(21!670'6!)*&!F&7')*!46!4!6(A&?

$@&!670'6!:)0!B0(21!C(6@!)*&!F&7')*!4G60422:!B0(21'!(6!C(6@!A4*:?


#$&*!"##$*+,*#%-.#/

�



Extending TrustLearning how to extend “Smart Trust” is a function of two factors: propensity to trust and analysis. “Propensity to trust” is primarily a matter of the heart—your willingness or tendency to trust others. “Analysis” is a matter of the mind—wisely assessing the job to be done, the risk involved, and the credibility of the organization or person involved.

The 3 Vital VariablesThe 3 Vital Variables to balance and consider in extending trust:

1. Opportunity or job to be done (the situation)

2. Risk involved Three risk factors to consider:

Possible outcomesLikelihood of outcomesImportance and visibility of outcomes

3. Credibility (character/competence) of the person(s) involved given the situation/job

“SMART TRUST” MATRIX™

1 2

GullibilityBLIND TRUST

3

IndecisionNO TRUST

4

SuspicionDISTRUST

JudgmentSMART TRUST

HIGHLOW

HIGH

LOW

ANALYSIS

PROP

ENSI

TY T

O TR

UST

!"#$%&'()*+*,%-./0&.*!"12$*!"3*-.4*!"12$5&./*55!3*600*%&'()7*%272%1248-'2*9,"%*:"%2*&.;"%:-)&".<*#02-72*1&7&)*"=%*>2?7&)2*-)*>>>37#224";)%=7)3@":*"%*@-00*AB9CDEFCGDBB3

!"#$%!#&''()*!$+,-..

/0(12(*3!4!502607&!)8!$70'694:!;<=!;>..

!"#$%&'&()*+,#,)%!"#$!%&'()'*+

!"#$ %&'()#"$70'6!('!')86? $70'6!('!@471=!7&42!4*1!A&4,

'074B2&?$70'6!('!'2)C? D)6@(*3!('!4'!84'6!4'!6@&!

!"##$%)8!$70'6?$70'6!('!(*6&37(6:!)*2:? $70'6!('!&E042!F476'!5@474G,

6&7!H!5)AF&6&*G&?$70'6(*3!F&)F2&!('!6))!7('I:? D)6!670'6(*3!F&)F2&!('!A)7&!

7('I:?J)0!&(6@&7!@4K&!670'6!)7!:)0!1)*L6?

$70'6!G4*!B&!B)6@!B0(26!H!1&'67):&1?

$70'6!G4*L6!B&!A&4'07&1? $70'6!488&G6'!B)6@!'F&&1!4*1!G)'6!4*1!('!A&4'074B2&?

M*G&!2)'6=!670'6!G4*L6!B&!7&'6)7&1?

�� G4*!B&!7&'6)7&1?

#47B4*&'!MN2&:!702&'!O)7!&N6&7*42!G)AF2(4*G&P7&3024,6()*'Q!I(22!670'6?

5)AF2(4*G&P7&30246()*'!47&!422!6@&!A)7&!7&4')*!6)!&',64B2('@!670'6?

J)0!G4*L6!6&4G@!670'6? $70'6!G4*!B&!B)6@!6403@6!4*1!2&47*&1?

J)0!B0(21!670'6!)*&!F&7')*!46!4!6(A&?

$@&!670'6!:)0!B0(21!C(6@!)*&!F&7')*!4G60422:!B0(21'!(6!C(6@!A4*:?


#$&*!"##$*+,*#%-.#/

�



Behaviors Exercise

Review the Trust Action Cards.

• Pick one behavior that is your greatest strength. Write it down here.

! ______________________________________________________

• Pick one behavior that is your greatest area of opportunity. Write it down here.

! ______________________________________________________

Identify a relationship you would like to improve.

• Who is it with?

! _______________________________________________________

• What tells you there is a need to increase trust?

! _______________________________________________________

• What 3-4 behaviors will be most helpful in growing trust in this relationship?

! ________________________________________________________

!"#$%&'()*+*,%-./0&.*!"12$*!"3*-.4*!"12$5&./*55!3*600*%&'()7*%272%1248-'2*9,"%*:"%2*&.;"%:-)&".<*#02-72*1&7&)*"=%*>2?7&)2*-)*>>>37#224";)%=7)3@":*"%*@-00*AB9CDEFCGDBB3

!"#$%!#&''()*!$+,-..

/0(12(*3!4!502607&!)8!$70'694:!;<=!;>..

!"#$%&'&()*+,#,)%!"#$!%&'()'*+

!"#$ %&'()#"$70'6!('!')86? $70'6!('!@471=!7&42!4*1!A&4,

'074B2&?$70'6!('!'2)C? D)6@(*3!('!4'!84'6!4'!6@&!

!"##$%)8!$70'6?$70'6!('!(*6&37(6:!)*2:? $70'6!('!&E042!F476'!5@474G,

6&7!H!5)AF&6&*G&?$70'6(*3!F&)F2&!('!6))!7('I:? D)6!670'6(*3!F&)F2&!('!A)7&!

7('I:?J)0!&(6@&7!@4K&!670'6!)7!:)0!1)*L6?

$70'6!G4*!B&!B)6@!B0(26!H!1&'67):&1?

$70'6!G4*L6!B&!A&4'07&1? $70'6!488&G6'!B)6@!'F&&1!4*1!G)'6!4*1!('!A&4'074B2&?

M*G&!2)'6=!670'6!G4*L6!B&!7&'6)7&1?

�� G4*!B&!7&'6)7&1?

#47B4*&'!MN2&:!702&'!O)7!&N6&7*42!G)AF2(4*G&P7&3024,6()*'Q!I(22!670'6?

5)AF2(4*G&P7&30246()*'!47&!422!6@&!A)7&!7&4')*!6)!&',64B2('@!670'6?

J)0!G4*L6!6&4G@!670'6? $70'6!G4*!B&!B)6@!6403@6!4*1!2&47*&1?

J)0!B0(21!670'6!)*&!F&7')*!46!4!6(A&?

$@&!670'6!:)0!B0(21!C(6@!)*&!F&7')*!4G60422:!B0(21'!(6!C(6@!A4*:?


#$&*!"##$*+,*#%-.#/

�



Organizational Trust

The surest way to make your employees trustworthy is to trust them.

—Charles Handy, Fellow, London Business School

Dramatically Increasing Your Team’s Credibility

!"#$%&'()*+*,%-./0&.*!"12$*!"3*-.4*!"12$5&./*55!3*600*%&'()7*%272%1248-'2*9,"%*:"%2*&.;"%:-)&".<*#02-72*1&7&)*"=%*>2?7&)2*-)*>>>37#224";)%=7)3@":*"%*@-00*AB9CDEFCGDBB3

!"#$%!#&''()*!$+,-..

/0(12(*3!4!502607&!)8!$70'694:!;<=!;>..

!"#$%&'&()*+,#,)%!"#$!%&'()'*+

!"#$ %&'()#"$70'6!('!')86? $70'6!('!@471=!7&42!4*1!A&4,

'074B2&?$70'6!('!'2)C? D)6@(*3!('!4'!84'6!4'!6@&!

!"##$%)8!$70'6?$70'6!('!(*6&37(6:!)*2:? $70'6!('!&E042!F476'!5@474G,

6&7!H!5)AF&6&*G&?$70'6(*3!F&)F2&!('!6))!7('I:? D)6!670'6(*3!F&)F2&!('!A)7&!

7('I:?J)0!&(6@&7!@4K&!670'6!)7!:)0!1)*L6?

$70'6!G4*!B&!B)6@!B0(26!H!1&'67):&1?

$70'6!G4*L6!B&!A&4'07&1? $70'6!488&G6'!B)6@!'F&&1!4*1!G)'6!4*1!('!A&4'074B2&?

M*G&!2)'6=!670'6!G4*L6!B&!7&'6)7&1?

�� G4*!B&!7&'6)7&1?

#47B4*&'!MN2&:!702&'!O)7!&N6&7*42!G)AF2(4*G&P7&3024,6()*'Q!I(22!670'6?

5)AF2(4*G&P7&30246()*'!47&!422!6@&!A)7&!7&4')*!6)!&',64B2('@!670'6?

J)0!G4*L6!6&4G@!670'6? $70'6!G4*!B&!B)6@!6403@6!4*1!2&47*&1?

J)0!B0(21!670'6!)*&!F&7')*!46!4!6(A&?

$@&!670'6!:)0!B0(21!C(6@!)*&!F&7')*!4G60422:!B0(21'!(6!C(6@!A4*:?


#$&*!"##$*+,*#%-.#/

�



THE 4 CORES OF CREDIBILITY

CHARACTER

Does My Organization Have Integrity?

Do our structures and systems re!ect a basic paradigm of respect and trust?

Do we have a culture of honesty? humility?

Do we listen to one another’s ideas?

Can we make and admit mistakes?

Do our structures and systems encourage ethical behavior?

Does My Organization Have Good Intent?

Do we have a culture of caring for one another? our work? our customers?

Do we want everyone to win?

Are the systems set up to reward cooperation vs. competition?

Does the system encourage people to share ideas and information freely?

!"#$%&'()*+*,%-./0&.*!"12$*!"3*-.4*!"12$5&./*55!3*600*%&'()7*%272%1248-'2*9,"%*:"%2*&.;"%:-)&".<*#02-72*1&7&)*"=%*>2?7&)2*-)*>>>37#224";)%=7)3@":*"%*@-00*AB9CDEFCGDBB3

!"#$%!#&''()*!$+,-..

/0(12(*3!4!502607&!)8!$70'694:!;<=!;>..

!"#$%&'&()*+,#,)%!"#$!%&'()'*+

!"#$ %&'()#"$70'6!('!')86? $70'6!('!@471=!7&42!4*1!A&4,

'074B2&?$70'6!('!'2)C? D)6@(*3!('!4'!84'6!4'!6@&!

!"##$%)8!$70'6?$70'6!('!(*6&37(6:!)*2:? $70'6!('!&E042!F476'!5@474G,

6&7!H!5)AF&6&*G&?$70'6(*3!F&)F2&!('!6))!7('I:? D)6!670'6(*3!F&)F2&!('!A)7&!

7('I:?J)0!&(6@&7!@4K&!670'6!)7!:)0!1)*L6?

$70'6!G4*!B&!B)6@!B0(26!H!1&'67):&1?

$70'6!G4*L6!B&!A&4'07&1? $70'6!488&G6'!B)6@!'F&&1!4*1!G)'6!4*1!('!A&4'074B2&?

M*G&!2)'6=!670'6!G4*L6!B&!7&'6)7&1?

�� G4*!B&!7&'6)7&1?

#47B4*&'!MN2&:!702&'!O)7!&N6&7*42!G)AF2(4*G&P7&3024,6()*'Q!I(22!670'6?

5)AF2(4*G&P7&30246()*'!47&!422!6@&!A)7&!7&4')*!6)!&',64B2('@!670'6?

J)0!G4*L6!6&4G@!670'6? $70'6!G4*!B&!B)6@!6403@6!4*1!2&47*&1?

J)0!B0(21!670'6!)*&!F&7')*!46!4!6(A&?

$@&!670'6!:)0!B0(21!C(6@!)*&!F&7')*!4G60422:!B0(21'!(6!C(6@!A4*:?


#$&*!"##$*+,*#%-.#/

�



THE 4 CORES OF CREDIBILITY

COMPETENCE

What Are the Capabilities of My Organization?

Do we attract and retain the talents, attitudes, skills, knowledge, and style (TASKS) to compete in today’s market?

Do we have the right people in the right seats on the bus?

Are we continuously improving and innovating?

Does My Organization Get Results?

Do we deliver what we promise?

Can people rely on us to ful!ll commitments?

Do we have a track record that promotes con!dence?

!"#$%&'()*+*,%-./0&.*!"12$*!"3*-.4*!"12$5&./*55!3*600*%&'()7*%272%1248-'2*9,"%*:"%2*&.;"%:-)&".<*#02-72*1&7&)*"=%*>2?7&)2*-)*>>>37#224";)%=7)3@":*"%*@-00*AB9CDEFCGDBB3

!"#$%!#&''()*!$+,-..

/0(12(*3!4!502607&!)8!$70'694:!;<=!;>..

!"#$%&'&()*+,#,)%!"#$!%&'()'*+

!"#$ %&'()#"$70'6!('!')86? $70'6!('!@471=!7&42!4*1!A&4,

'074B2&?$70'6!('!'2)C? D)6@(*3!('!4'!84'6!4'!6@&!

!"##$%)8!$70'6?$70'6!('!(*6&37(6:!)*2:? $70'6!('!&E042!F476'!5@474G,

6&7!H!5)AF&6&*G&?$70'6(*3!F&)F2&!('!6))!7('I:? D)6!670'6(*3!F&)F2&!('!A)7&!

7('I:?J)0!&(6@&7!@4K&!670'6!)7!:)0!1)*L6?

$70'6!G4*!B&!B)6@!B0(26!H!1&'67):&1?

$70'6!G4*L6!B&!A&4'07&1? $70'6!488&G6'!B)6@!'F&&1!4*1!G)'6!4*1!('!A&4'074B2&?

M*G&!2)'6=!670'6!G4*L6!B&!7&'6)7&1?

�� G4*!B&!7&'6)7&1?

#47B4*&'!MN2&:!702&'!O)7!&N6&7*42!G)AF2(4*G&P7&3024,6()*'Q!I(22!670'6?

5)AF2(4*G&P7&30246()*'!47&!422!6@&!A)7&!7&4')*!6)!&',64B2('@!670'6?

J)0!G4*L6!6&4G@!670'6? $70'6!G4*!B&!B)6@!6403@6!4*1!2&47*&1?

J)0!B0(21!670'6!)*&!F&7')*!46!4!6(A&?

$@&!670'6!:)0!B0(21!C(6@!)*&!F&7')*!4G60422:!B0(21'!(6!C(6@!A4*:?


#$&*!"##$*+,*#%-.#/

�



DISCUSS

Where are we paying Trust Taxes?

Where could we be earning Trust Dividends?

What system or process does not inspire trust?

______________________________________________________________________

!"#$%&'()*+*,%-./0&.*!"12$*!"3*-.4*!"12$5&./*55!3*600*%&'()7*%272%1248-'2*9,"%*:"%2*&.;"%:-)&".<*#02-72*1&7&)*"=%*>2?7&)2*-)*>>>37#224";)%=7)3@":*"%*@-00*AB9CDEFCGDBB3

!"#$%!#&''()*!$+,-..

/0(12(*3!4!502607&!)8!$70'694:!;<=!;>..

!"#$%&'&()*+,#,)%!"#$!%&'()'*+

!"#$ %&'()#"$70'6!('!')86? $70'6!('!@471=!7&42!4*1!A&4,

'074B2&?$70'6!('!'2)C? D)6@(*3!('!4'!84'6!4'!6@&!

!"##$%)8!$70'6?$70'6!('!(*6&37(6:!)*2:? $70'6!('!&E042!F476'!5@474G,

6&7!H!5)AF&6&*G&?$70'6(*3!F&)F2&!('!6))!7('I:? D)6!670'6(*3!F&)F2&!('!A)7&!

7('I:?J)0!&(6@&7!@4K&!670'6!)7!:)0!1)*L6?

$70'6!G4*!B&!B)6@!B0(26!H!1&'67):&1?

$70'6!G4*L6!B&!A&4'07&1? $70'6!488&G6'!B)6@!'F&&1!4*1!G)'6!4*1!('!A&4'074B2&?

M*G&!2)'6=!670'6!G4*L6!B&!7&'6)7&1?

�� G4*!B&!7&'6)7&1?

#47B4*&'!MN2&:!702&'!O)7!&N6&7*42!G)AF2(4*G&P7&3024,6()*'Q!I(22!670'6?

5)AF2(4*G&P7&30246()*'!47&!422!6@&!A)7&!7&4')*!6)!&',64B2('@!670'6?

J)0!G4*L6!6&4G@!670'6? $70'6!G4*!B&!B)6@!6403@6!4*1!2&47*&1?

J)0!B0(21!670'6!)*&!F&7')*!46!4!6(A&?

$@&!670'6!:)0!B0(21!C(6@!)*&!F&7')*!4G60422:!B0(21'!(6!C(6@!A4*:?


#$&*!"##$*+,*#%-.#/

�



CREATE SYMBOLS OF TRUST

Our Symbols of Trust Our Symbols of Distrust

!"#$%&'()*+*,%-./0&.*!"12$*!"3*-.4*!"12$5&./*55!3*600*%&'()7*%272%1248-'2*9,"%*:"%2*&.;"%:-)&".<*#02-72*1&7&)*"=%*>2?7&)2*-)*>>>37#224";)%=7)3@":*"%*@-00*AB9CDEFCGDBB3

!"#$%!#&''()*!$+,-..

/0(12(*3!4!502607&!)8!$70'694:!;<=!;>..

!"#$%&'&()*+,#,)%!"#$!%&'()'*+

!"#$ %&'()#"$70'6!('!')86? $70'6!('!@471=!7&42!4*1!A&4,

'074B2&?$70'6!('!'2)C? D)6@(*3!('!4'!84'6!4'!6@&!

!"##$%)8!$70'6?$70'6!('!(*6&37(6:!)*2:? $70'6!('!&E042!F476'!5@474G,

6&7!H!5)AF&6&*G&?$70'6(*3!F&)F2&!('!6))!7('I:? D)6!670'6(*3!F&)F2&!('!A)7&!

7('I:?J)0!&(6@&7!@4K&!670'6!)7!:)0!1)*L6?

$70'6!G4*!B&!B)6@!B0(26!H!1&'67):&1?

$70'6!G4*L6!B&!A&4'07&1? $70'6!488&G6'!B)6@!'F&&1!4*1!G)'6!4*1!('!A&4'074B2&?

M*G&!2)'6=!670'6!G4*L6!B&!7&'6)7&1?

�� G4*!B&!7&'6)7&1?

#47B4*&'!MN2&:!702&'!O)7!&N6&7*42!G)AF2(4*G&P7&3024,6()*'Q!I(22!670'6?

5)AF2(4*G&P7&30246()*'!47&!422!6@&!A)7&!7&4')*!6)!&',64B2('@!670'6?

J)0!G4*L6!6&4G@!670'6? $70'6!G4*!B&!B)6@!6403@6!4*1!2&47*&1?

J)0!B0(21!670'6!)*&!F&7')*!46!4!6(A&?

$@&!670'6!:)0!B0(21!C(6@!)*&!F&7')*!4G60422:!B0(21'!(6!C(6@!A4*:?


#$&*!"##$*+,*#%-.#/

�



Stop, Start, and ContinueWith Trust as our Operating System:

What will we Start doing?

What will we Stop doing?

What will we Continue to do?

!"#$%&'()*+*,%-./0&.*!"12$*!"3*-.4*!"12$5&./*55!3*600*%&'()7*%272%1248-'2*9,"%*:"%2*&.;"%:-)&".<*#02-72*1&7&)*"=%*>2?7&)2*-)*>>>37#224";)%=7)3@":*"%*@-00*AB9CDEFCGDBB3

!"#$%!#&''()*!$+,-..

/0(12(*3!4!502607&!)8!$70'694:!;<=!;>..

!"#$%&'&()*+,#,)%!"#$!%&'()'*+

!"#$ %&'()#"$70'6!('!')86? $70'6!('!@471=!7&42!4*1!A&4,

'074B2&?$70'6!('!'2)C? D)6@(*3!('!4'!84'6!4'!6@&!

!"##$%)8!$70'6?$70'6!('!(*6&37(6:!)*2:? $70'6!('!&E042!F476'!5@474G,

6&7!H!5)AF&6&*G&?$70'6(*3!F&)F2&!('!6))!7('I:? D)6!670'6(*3!F&)F2&!('!A)7&!

7('I:?J)0!&(6@&7!@4K&!670'6!)7!:)0!1)*L6?

$70'6!G4*!B&!B)6@!B0(26!H!1&'67):&1?

$70'6!G4*L6!B&!A&4'07&1? $70'6!488&G6'!B)6@!'F&&1!4*1!G)'6!4*1!('!A&4'074B2&?

M*G&!2)'6=!670'6!G4*L6!B&!7&'6)7&1?

�� G4*!B&!7&'6)7&1?

#47B4*&'!MN2&:!702&'!O)7!&N6&7*42!G)AF2(4*G&P7&3024,6()*'Q!I(22!670'6?

5)AF2(4*G&P7&30246()*'!47&!422!6@&!A)7&!7&4')*!6)!&',64B2('@!670'6?

J)0!G4*L6!6&4G@!670'6? $70'6!G4*!B&!B)6@!6403@6!4*1!2&47*&1?

J)0!B0(21!670'6!)*&!F&7')*!46!4!6(A&?

$@&!670'6!:)0!B0(21!C(6@!)*&!F&7')*!4G60422:!B0(21'!(6!C(6@!A4*:?


#$&*!"##$*+,*#%-.#/

�

