Four Leadership Behaviors that Build or Destroy Trust

Transcription

1 Four Leadership Behaviors that Build or Destroy Trust February 10, 2015

2 Tips for the Webinar Tweeting? Please use these tags: (800)

3 Welcome For More Info / To Register / To Access Archive: Search Webinars or On Demand at TrainingIndustry.com (800)

4 Randy Conley Vice President, Client Services & Trust Practice Leader The Ken Blanchard Companies

5 Agenda The State of Trust Warning Signs of Low Trust Four Key Leadership Behaviors A Model for Building Trust Benefits of High Trust Rebuilding Broken Trust

6 Global State of Trust Trust in business declined for the first time since Great Recession 16 of 27 countries now fall in distruster category Rapid implementation of new technology fueling distrust 2015 Edelman Trust Barometer

7 Trust in Organizations & Leadership Only 52% of employees believe their employer is open and upfront with them. 32% believe their employer is not always honest and truthful. 24% don t trust their employer. APA Center for Organizational Excellence 2014 Work and Well-Being Survey

8 Poll: Which of these Conditions are Present in Your Organization? a. Ineffective problem-solving or decision-making b. Policies are not applied fairly and equitably c. Leaders don t walk the talk d. Information is not shared openly e. Good performance is not recognized/rewarded

9 Warning Signs of Low Trust Rumors, gossip Secrecy Low risk tolerance Slow decision making Withholding of information High stress

10 Warning Signs of Low Trust Compliance, not cooperation or collaboration Just doing what s required; minimum effort Low engagement & morale

11 Costs of Low Trust Bureaucracy Politics Inefficiency High Turnover $$$

12 Four Key Leadership Behaviors Trust

13 Four Key Leadership Behaviors Trust Demonstrating Competence

14 Four Key Leadership Behaviors Trust Acting with Integrity Demonstrating Competence

15 Four Key Leadership Behaviors Caring about Others Acting with Integrity Trust Demonstrating Competence

16 Four Key Leadership Behaviors Caring about Others Acting with Integrity Trust Maintaining Reliability Demonstrating Competence

17 Poll: Which behavior engenders the most trust with you? a. Demonstrating Competence (someone being good at what he/she does) b. Acting with Integrity (being honest in word and deed) c. Caring about Others (showing care and compassion) d. Maintaining Reliability (doing what they say they ll do)

18 Trust is based on Perceptions which are formed by Behaviors

19 Building a Workplace Based on Trust Must be able to act trustworthy Must be able to talk about trust Need a common way to view trust

20 The ABCD Trust Model

21 1 Expertise 2 Performance Results 3 Facilitation Skills 4 Honesty 5 Values 6 Fair Process 7 People Focus 8 Communication 9 Recognition 10 Responsiveness 11 Accountability 12 Organization

22 Benefits of High Trust Employee retention Organizational loyalty Productivity Creativity Innovation Revenue Employee engagement

23 Benefits of High Trust High trust companies have 2x returns to shareholders Outperform Russell 3000 and S&P % to 6.41% and 6.04% respectively 50-65% less turnover Great Place to Work Institute, 2014

24 Trust Busters Behaviors that erode trust.

25 Leaders create low trust when they Don t demonstrate expertise in their jobs Don t achieve results Break confidences, lie, gossip Don t listen

26 Leaders create low trust when they Don t enjoy others or show interest Don t give recognition & rewards Don t follow-through Are unorganized Are unreliable

27 Rebuilding Broken Trust Acknowledge Admit Apologize Assess Agree Accountable

28 Closing Thoughts The best time to plant a tree is twenty years ago. The second best time is today. Chinese Proverb

29 Closing Thoughts In leadership, there are no words more important than trust. In any organization, trust must be developed among every member of the team if success is going to be achieved. Mike Krzyzewski Leading With The Heart

30 Connect with +RandyConley

31 Upcoming Webinars Feb 19: The Keys to Mindful Storytelling Feb 25: Making Training Stick: Engagement through Gamification Mar 4: Leveraging YouTube for Technical Training to Expand Reach For More Info / To Register / To Access Archive: Search Webinars or On Demand at TrainingIndustry.com

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33 Thank You On behalf of TrainingIndustry.com, thanks to: Today s Speaker: Randy Conley Today s Sponsor: Xerox Questions or Comments? Please contact Amanda Longo: alongo@trainingindustry.com