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TRUST BUILDINGWORKSHOP #2

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“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

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HOW DO YOU BUILD TRUST?

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BRICK BY BRICK

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TRUST CREDITS IN THE BANKTRUST CREDITS IN THE BANK

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CONTEXT IS EVERYTHING

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IT’S YOURS TO LOSE

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TRUST BREACHTRUST 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

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FROM WHOSE PERSPECTIVE?

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REBUILDING TRUSTREBUILDING TRUST

◦ACT QUICKLY◦BE CANDID◦ACCEPT RESPONSIBILITY◦APOLOGIZE◦OUTLINE A REMEDY◦DO NOT BE DEFENSIVE◦DON’T BLAME◦FORGIVE

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We won’t be able to rebuild trust in institutions untilleaders learn how to communicate honestly – and createorganizations where that’s the norm.James O’Toole and Warren Bennis

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REBUILDING TRUST SCENARIOREBUILDING TRUST SCENARIOPAIR 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

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TRUST DRIVERSTRUST DRIVERS

Empathy

Reading the

situation

Self confidence

Consistency

Commitment

Transparency

Honesty AuthenticityPeople’s

perceptions of your trustworthiness

Potential to trustIntegrity