A Matter of Trust
Randy G. Pennington
"We don't trust them!" This phrase has become synonymous with a prevalent, if not majority, view of our business relationships. Historical assumptions of distrust of those in power have expanded to other areas. Vendors often feel squeezed when their customers pressure them for cost concessions. Team members are wary of those who might take credit for their work. Each organizational strategic initiative is second-guessed as employees try to figure out the "real reason behind the change."
Increased exposure of questionable situations has both a positive and negative impact. The bad news is a perceived need to "watch your back" makes it more difficult to conduct business. The good news is increased awareness provides a starting point for meaningful discussion and new understanding. The message is simple --- a lack of trust is one of the most critical problems facing organizations today. The inability to address this issue prevents us from successfully addressing the challenges of the present and future.
Why Trust Has Diminished
Untrustworthy people have always existed. However, homogeneous cultures of the past kept behavior in check through written rules and unwritten customs. Today's world is different for three reasons:
- Commerce knows no geographic boundaries. A global market place influences everyone regardless of their participation in international business. Organizations with names traditionally identified with one country are owned and influenced by corporations from a variety of countries. A variety of perspectives brings the reality of differing values and priorities.
- Demands are increasing for every organization and individual. With the realization that making ends meet is more difficult comes the fear that others are somehow responsible for putting us in this situation. A rapidly changing environment dictates that everyone must accept additional responsibility for success, but the common response is to distrust those who advocate change.
- We have seen enormous increases in executive compensation in the midst of large lay-off's; celebrities and sports heroes seemingly rewarded for illegal and unethical activities; and abuse of privilege stories from a variety of both corporate and public institutions. The apparent rewarding of questionable behavior while those of unquestioned integrity fail to win the prize has created distrust in places and proportions not previously experienced. Cynicism has escalated to the point that anyone who fails to do what they say they will do, even in the most minor areas, reinforces the belief that no one can be trusted.
Building Trust One Person At A Time
Former U.S. President Harry Truman once said, "An honest man doesn't need a code of ethics." Building trust is ultimately a personal responsibility.
Individuals who maintain successful professional relationships share several common characteristics. They understand that being trustworthy requires more than a single-minded devotion to the bottom line. Their commitment to achieving results without sacrificing relationships generates confidence and reinforces a power base that is built on trust rather than fear or utility. In addition, they are devoted to the following five concepts:
- Character: Every discussion of trust begins here. Character defines an individual's approach for dealing with themselves and others. It is the demonstration of the values adopted for basic living. Individuals who embody basic principles such as honesty, trustworthiness, loyalty, justice, patience, and duty find that their ideas, recommendations, and decisions are readily accepted as honest attempts to move the organization forward. The nagging question of motive lingers in situations where character is in question.
- Competence: Professionals are aware of changes that effect their ability to deliver on promises. They recognize their individual strengths and weaknesses; help others achieve their best; and commit to continuous growth in all areas of individual performance. Individuals who inspire the trust and confidence of others strive to solve one hundred problems one time rather than solving one problem one hundred times.
- Communication: Outstanding presentation skills contribute to effective communication. Unfortunately, too much emphasis has been placed on the importance of the spoken and written word. Communication that builds trust is about listening. The ability to understand others creates a bond that encourages interdependence and enhances commitment. We tend to trust those who appreciate our goals, struggles, joys, and environment.
- Consistency: Others rely on our consistency to determine their course of action in given situations. Confidence that a response will be in line with past experience frees others to address the problem at hand and not worry about protecting themselves from an unpredictable response. Likewise, trust is diminished when behavior is confusing or indecisive.
- Courage: Earning and maintaining trust in an increasingly competitive and demanding world requires courage. Challenges must be confronted head-on in a manner that respects diversity; demonstrates professional business practices; and maintains personal integrity. True courage requires commitment and the willingness to accept personal risk. It fosters admiration and sets in motion a series of events that influence long-term success.
What To Do Today
Earning and maintaining the trust of others is a continuous journey. The following three action steps will help you move along the path:
- Focus on who and what you are. List the principles that you would like others to use when describing your character. Engage in regular self-evaluation to identify areas that need improvement. Learn something every day to increase your competence. Arie de Geus, retired manager of planning for Royal Dutch/Shell said, "The ability to learn faster than competitors may be the only sustainable competitive advantage."
- Communicate first to understand then to be understood. Actively listen. See the world through the eyes of others. Find out what motivates and bugs them. Receptivity to the message and motive increases when understanding exists.
- Help others succeed. Nothing increases trust like creating interdependent partnerships where everyone wins. Increase consistency to help others feel more comfortable in their dealings with you. Use honest mistakes as an opportunity to learn, and expect success.
Differences of opinion will always exist. The measure of a mature, professional relationship is the ability to successfully resolve conflicts when they arise. Significant progress toward that goal can be measured by the absence of the words "We don't trust them."
*1999 Pennington Performance Group; Dallas, TX. All rights reserved. This article may be downloaded for personal and professional development. Copies may be shared within an individual organization. All other uses of this material are strictly prohibited without written permission from the author. Portions of this article first appeared in The Meeting Professional in October 1997.
Randy Pennington is a sought after consultant, speaker and facilitator in the areas of leadership, values-based performance, and organizational effectiveness. For additional information or comments: contact via telephone at 972-980-9857; e-mail at Randy@penningtongroup.com.
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