13 Card Behavior Trust

LEADERSHIP MODULES

The Speed of Trust®

Building Strong Teams and Relationships at Work

Toolkit

The Speed of Trust® Series

1 © FranklinCovey. All rights reserved.

SOCIETALSOCIETALMARKETMARKET

ORGANIZATIONALORGANIZATIONALRELATIONSHIPRELATIONSHIP

SELFSELF

The 5 Waves of Trust


The 13 Behaviors of High Trust

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


13 Behaviors Cards

13 Behaviors

Be honest. Tell the truth. Let people know where you stand. Use simple language. Call things what they are.

---------------------------------------------- OPPOSITE -------------------------------------------

To lie or deceive.

---------------------------------------- COUNTERFEIT -------------------------------------

Beat around the bush, withhold information; engage in double-talking, flattery, positioning, posturing, manipulating and “spinning”—technically telling the truth, but leaving the wrong impression.

Talk Straight1

LEA070616_SOT_RefCard_[r1.1.8].indd 11 5/22/08 11:44:28 AM

13 Behaviors

What to Say

© FranklinCovey and CoveyLink. All rights reserved.

1

• Here’showIseethesituation…

• ThisiswhatIfeelstronglyabout…

• Isuggestwedothefollowing…

• ThesearethefactsasIseethem…

• Thetruthis…

• Irespectyou,andIwanttotalkstraightwithyou.

• Myintentistobehonestwithyou.

• LetmetellyouwhatI’veobserved…

Talk Straight


13 Behaviors

2 DemonstrateRespect

Genuinely care for others. Show you care. Respect the dignity of every person and every role. Show kindness in little things. Be “effective” with people.

---------------------------------------------- OPPOSITE -------------------------------------------

To lack respect or concern for others.

---------------------------------------- COUNTERFEIT -------------------------------------

Fake respect or concern; show respect and concern for some (those who can do something for you), but not for all (those who can’t). Be “efficient” with people.


13 Behaviors

What to Say


2

• Irespectandappreciateyou.

• I’mgladforthechancetoworkwithyou.

• Thanksforallyou’redoing.

• Youarereallygoodat…

• WhatIrespectaboutyouis…

• Howdoyouseeit?

• Whatdoyouthink?

• Weneedyouropinion.

• Youseethingsdifferently—Ineedtolisten to you.

• Irespectyourauthority/position/strongfeelings about this.

Demonstrate Respect



13 Behaviors Cards

13 Behaviors

Be open and authentic. Declare your intent. Let down your guard. Admit mistakes publicly. Be transparent about not being transparent when you must (e.g., when the law or professional ethics require it). Operate on the principle “What you see is what you get.”

---------------------------------------------- OPPOSITE -------------------------------------------

To hide; to cover up; to obscure.

---------------------------------------- COUNTERFEIT -------------------------------------

Havehiddenagendasordeceitfulobjectives.Create illusions, pretend, “seem” rather than “be.” Make things appear different from reality.

CreateTransparency3


13 Behaviors

What to Say


3

• Myintentis…

• Iintendtobeopenandforthrightaboutthis…

• Thisiswhatourteamisallabout…

• TheendIhaveinmindis…

• Thisisthehardtruth…

• Letmeshowyouthedata…

• Disagreewithmeonthis…

• Becauseoflegalconsiderations,thisisallIcansay…

• Thingsaren’tgoingwellrightnow…

Create Transparency


13 Behaviors

Make things right when you’re wrong. Apologize quickly. Make restitution where possible. Practice “service recovery.” Demonstrate humility. “Close the loop” by doing what it takes to restore the flow of trust.

---------------------------------------------- OPPOSITE -------------------------------------------

To deny or justify wrongs; to rationalize wrongful behavior.

---------------------------------------- COUNTERFEIT -------------------------------------

Hidemistakesinsteadofrepairingthem.Fail to admit mistakes until forced to do so. Be humbled by circumstances instead of conscience.

Right Wrongs4


13 Behaviors

What to Say


• I’msorry.

• It’smyfault.

• Iapologizefor…

• Iwaswrongabout…

• WhatcanIdotomakethisright?

• Tellmehowwecanhelp.

• Whatwillittaketo“closetheloop”?

• WhatcouldIhavedonedifferently?

• Howcanwelearnfromthissituation?

• Thisiswhatwecommittodo…

• IsthereanythingIcandotofollowupwithyou?

4Right Wrongs



13 Behaviors Cards

13 Behaviors

Give credit to others. Routinely recognize the contributions of others. Speak about people as if they were present. When you must talk about others, check your intent. When things go well, look through the window at others. When things don’t go well, look in the mirror at yourself.

---------------------------------------------- OPPOSITE -------------------------------------------

To take all of the credit; to betray others.

---------------------------------------- COUNTERFEIT -------------------------------------

Be two-faced. Give credit to people when they’re present, but downplay their contributions when they’re not. Sweet-talk people to their faces while badmouthing them behind their backs.

ShowLoyalty5


13 Behaviors

What to Say


5

• Creditforthisaccomplishmentgoesto…

• Youdidagreatjob!I’mgoingtomakesure_________ hears about this.

• Thisismyintentintalkingaboutthisperson…

• Ithinkweshouldtalkaboutthiswhenthisperson is here.

• I’drathertalktoherdirectlythantalkabouther.

• Howdoyouthinkweshoulddiscussthissituation with this person?

• Whatisinthebestinterestofthisperson?

Show Loyalty


13 Behaviors

Establish a track record of results. Get the right things done. Make things happen. Accomplish what you’re hired to do. Be on time and within budget. Don’t make excuses.

---------------------------------------------- OPPOSITE -------------------------------------------

To perform poorly or fail to deliver.

---------------------------------------- COUNTERFEIT -------------------------------------

Deliver activities instead of results. Do busywork without accomplishing real work. Overpromise and underdeliver.

Deliver Results6


13 Behaviors

What to Say


6

• Whatspecificresultsareweexpectedtodeliver? By when?

• Howwillwemeasuresuccess?

• Whatwillbetheimpactoftheseresults?

• Bythisdeadline,Icommittodeliver….

• Thisiswhatwepromised.

• We’vefinished.Isthiswhatyouexpected?Why or why not?

• Weneedtodowhateverittakestogettheseoutcomes.

• Whichoftheseobjectivesismostimportant?

Deliver Results



13 Behaviors Cards

13 Behaviors

Continuously and meaningfully improve your systems and processes. Increase your capabilities. Be a constant learner. Develop feedback systems—formal and informal. Act on the feedback you get.

---------------------------------------------- OPPOSITE -------------------------------------------

To deteriorate; to “rest on your laurels”; to become irrelevant.

---------------------------------------- COUNTERFEIT -------------------------------------

Make “flavor of the month” improvements that never take hold. Talk a good game about improving, but never do it. Try to force-fit everything into what you’re already good at.

Get Better7


13 Behaviors

What to Say


7

To yourself:• WherecanIgetbetter?• HowamIdoingnow?Totheteam:• Whatspecificallydoweneedtodobetter

(systems, structures, processes)?• Howarewedoingnow?• Whatisthe“TrustDividend”ifwemakethis

improvement? What is the “Trust Tax” of doing nothing?

• Howwillwegetregularfeedback?To all stakeholders:• Onascaleof1to10,howlikelyareyouto

recommendourproduct/servicetoafriendorco-worker? Why or why not?

• Thanksforthefeedback.We’llactonit.

Get Better


13 Behaviors

Take the tough issues head on, even the “undiscussables.” Address the tough stuff directly. Acknowledge the unsaid. Lead out courageously in conversations. Confront issues before they turn into major problems. Confront the reality, not the person.

---------------------------------------------- OPPOSITE -------------------------------------------

To ignore reality or act as though it doesn’t exist; to be “in denial.”

---------------------------------------- COUNTERFEIT -------------------------------------

Pretend to confront reality while actually evading it. Focus attention on side issues while skirting the real issues.

Confront Reality8


13 Behaviors

What to Say


8

• Let’sgetreal.

• Whatarepeoplenotsayingthatneedstobesaid?

• Idon’tthinkwe’retalkingaboutwhatneedstobetalkedabout,whichis….

• Whatarethemostimportantthreatsoropportunities we face?

• Whatarethefactsofthesituation?

• Whatwillhappenifwedon’tfacethisissuehead on?

• We’readults—wecanhandlethis.

• Tellittomestraight.

• Whenyoudothis,theimpactonmeis…

Confront Reality



13 Behaviors

ClarifyExpectations9

Disclose your expectations. Don’t assume that expectations are clear or shared. Discuss them. Validate them. Renegotiate them if needed. Don’t violate expectations.

---------------------------------------------- OPPOSITE -------------------------------------------

To leave expectations undefined or unclear.

---------------------------------------- COUNTERFEIT -------------------------------------

Guess. Fail to pin down the specifics (results, deadlines, resources). Shoot first and aim after the fact. “Redefine” expectations and deliver on your “redefinition.”


13 Behaviors

What to Say


9

• Whatexactlydoyouwantmetodeliver?Bywhen?

• Whatarethemeasuresofsuccess?(Howwillwe know that we’ve delivered?)

• Whatdowecaremostabout—quality,speed,or cost?

• Whatdowereallyhavetodotodelivertheseresults?

• Howandwhenwillwefollowup?• Whathaveyouunderstoodfromthis

conversation?• Whoelseneedstoknowaboutthis?• Whatdoyouseeasyournextsteps?• Whatdoyouseeasmynextsteps?• Thingshavechanged.Weneedtoreviewwhat

weexpect…

Clarify Expectations


13 Behaviors

Holdyourselfaccountable.Holdothersaccountable. Take responsibility for results—good or bad. Avoid finger-pointing, blaming, or punishing others; but don’t “over-own” bad results, taking the blame for everything.

---------------------------------------------- OPPOSITE -------------------------------------------

To deny responsibility; to fail to own up.

---------------------------------------- COUNTERFEIT -------------------------------------

Pretendtoberesponsible.Holdmeaninglessperformance reviews. Fail to enforce consequences when expectations are not met. Punish people instead of holding them accountable for producing results.

PracticeAccountability10


13 Behaviors

What to Say


10

• Here’swhatI’vedone…

• I’mresponsiblefor…

• Howwillweholdourselvesaccountableforthis?

• Whataretherewardsofsuccess?Whathappens if I don’t deliver?

• Howwillwetrackprogress?

• Howandwhenwillwemeettotrackprogress?

• Herearetheexpectations—howdidwedo?

• Iunderstoodyouweregoingtodothisby[thistime]…

• I’lltaketheblameforthat.

Practice Accountability


13 Behaviors Cards


13 Behaviors

Listen before you speak. Understand. Diagnose. Listenwithyourears…andyoureyesandheart. Listen quietly or repeat briefly what others say when a lot is at stake. Don’t assume you know what matters most to others. Don’t presume you have all the answers.

---------------------------------------------- OPPOSITE -------------------------------------------

To speak first and listen last; or not to listen at all.

---------------------------------------- COUNTERFEIT -------------------------------------

Listen without understanding. Pretend to listen. Listen only to formulate your own reply. Focus only on your own agenda.

ListenFirst11


13 Behaviors

What to Say


11

• WhatIhearyousayingis…

• LetmemakesureIunderstandwhatyou’retryingtosay…

• Let’sclarifywhatthegroupissaying…

• Isthereanythingyou’daddtowhatyou’vesaid?

• Youfeel ____________ about _____________ .

• Myintentistofirstunderstandyourpointofview, then explain my own.

Listen First

Unhappy, energized, frustrated,

discouraged, baffled, resentful, angry,

confused, surprised, unsure, excited…

Content, topic, or meaning of what is

being said


13 Behaviors

Say what you’re going to do, then do what you say—keeping commitments at all costs. Be careful about making commitments and extra careful about implicit commitments. When there’s a conflict between commitments, use the “Ten-Year Rule”: “Ten years from now, which of these will I be glad I did?”

---------------------------------------------- OPPOSITE -------------------------------------------

To break commitments or violate promises.

---------------------------------------- COUNTERFEIT -------------------------------------

Be casual, vague, or elusive about commitments. Avoid commitment altogether.

KeepCommitments12


13 Behaviors

What to Say


12

To yourself:• Tenyearsfromnow,willIbegladIkeptthis

commitment instead of that one?• IsthisacommitmentIreallywanttomake?• AmIpreparedtofollowthroughonthis?

To others:• Thisismyintentinmakingthis

commitment…• BeforeIcommittodothis,Iwantyouto

understand my situation.• I’mwillingtomakethisnewcommitment,but

we already agreed on other priorities. Which of them should I postpone or cancel to take care of this?

Keep Commitments


13 Behaviors Cards


13 Behaviors

Trust abundantly those who have earned it; extend trust conditionally to those who are earning it. Take stock of the situation, risk, and credibility of the people involved; then lean toward trusting rather than withholding trust.

---------------------------------------------- OPPOSITE -------------------------------------------

To withhold trust.

---------------------------------------- COUNTERFEIT -------------------------------------

Extend “false trust”—giving people the responsibility, but not the authority or resources. Micromanage. “Snoopervise.”

Extend Trust13


13 Behaviors

What to Say


13

To yourself:

• Whatdoesthissituationrequire?

• Whataretherisks?

• HowdoIfeelabouttrustingthisperson?Does she have the character and competence for it?

To others:

• Ibelieveinyou.

• Youcandothis.

• Yourtrackrecordgivesmeconfidence.

• Let’sworkonthistogether.

• Youcantalktomeaboutthisanytime.

• I’mconcernedabout…

• We’redependingonyou.

Extend Trust

LEA070616_SOT_RefCard_[r1.1.8].indd 36 5/22/08 11:46:14 AMNotes

13 Behaviors Cards


Relationship Trust—TAP

TRusT ACTion PlAnTAPCurrent SituationDescribe the current situation clearly and factually.

Desired OutcomeDescribe your desired outcome as specifically as possible.

Action PlanIdentify key actions you will take to close the gap between the situation and the outcome. Use the 13 Behaviors Cards as a resource.

OSB080744 Version 1.0.5

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13 Card Behavior Trust