filling up the bucket

Filling Up the Bucket

How Leaders Build, Maintain, and Restore Trust

Trustworthy = Honesty

Trustworthy = Honesty

Trustworthy =

Being Worthy of Follower

Trust

Leadership and FollowershipWhat do “followers” in an organizational setting

have to trust about their leaders and their organization?

• That you mean what you say and will “walk the talk”• That you have their best interest at heart• That you know what you’re doing• You’ll give them every chance to be successful and to grow• That their hard work will be recognized and appreciated• That they will be treated fairly and consistently• That the organization will live it’s espoused values and

accomplish its mission

Integrity

Intentions

Ability

Trust

Information Sharing

More Effective Teams

Enhanced Productivity

The “Trust” Process

Integrity

Intentions

Ability

Trust

Less Satisfied

Less Committed

Lower Task Performance

Few OCB’s

Higher Turnover

The “Trust” Process

Integrity

Intentions

Ability

Trust

Information Sharing

More Effective Teams

Enhanced Productivity

The “Trust” Process

IntegrityHonesty

Consistency

Humility

Courage

“My life is an indivisible whole, and all my activities run into one another . . . My

life is my message.”

-Mahatma Gandhi

“Whoever is careless with the truth in small matters

cannot be trusted with important matters.”

-Albert Einstein

IntegrityDo I genuinely try to be honest in all situations

Do I “walk the talk”

Am I clear and consistent about my most important values

Do I keep my commitments

Am I willing to admit when I’ve made a mistake and learn from it

“Whether you’re on a sports team, in an

office, or a member of a family, if you can’t trust

one another there’s going to be trouble”

- Joe Paterno

IntegrityDo I genuinely try to be honest in all situations

Do I “walk the talk”

Am I clear and consistent about my most important values

Do I keep my commitments

Am I willing to admit when I’ve made a mistake and learn from it

Integrity

Intentions

Ability

Trust

Information Sharing

More Effective Teams

Enhanced Productivity

The “Trust” Process

Intentions

Motives• Evaluate and Purify you motives

Agenda• Publicize your Intentions

Behavior• Let Refined Intentions Guide

Behavior

“Having spent many years trying to define the essentials of trust, I arrived at the

position that if two people say two things to each other and mean them, then there was the basis for real trust. The two things were

‘I mean you no harm’ and ‘I seek your greatest good.’”

- Jim Meehan, British Psychologist and Poet

“I feel that you have to be with your employees through all their difficulties, that you have to be interested in them personally. I want them

to know that Southwest will always be there for them.”

-Herb Kelleher

Integrity

Intentions

Ability

Trust

Information Sharing

More Effective Teams

Enhanced Productivity

The “Trust” Process

AbilityPlay to your strengths

Be honest about shortcomings and do something about it

Trust-Ability

“Leaders come in many forms, with many styles and diverse qualities. There are

quite leaders and leaders one can hear in the next county.

Some find strength in eloquence, some in judgment,

some in courage.”

- John Gardner

“Leadership without mutual trust is a

contradiction in terms.”

- Warren Bennis

Trust - AbilityShare Information Forthrightly and With Transparency

Treat People Like They Matter

Own and Correct Mistakes

Behave Loyally

Don’t Avoid Unpleasant Realities

Clarify Expectations

Create Cultures of Accountability

Be the First to Trust

“The best way to find out if can trust somebody is to trust

them.”

- Ernest Hemingway

“We're paying the highest tribute you can

pay a man. We trust him to do right. It's

that simple.”

- Harper Lee, Author “To Kill a Mockingbird”

“Enemies of Trust”Inconsistent Messages

Inconsistent Standards

Misplaced Benevolence

Not Trusting

Elephants in the Room

Communication Vacuums

“I'm not upset that you lied to me, I'm upset that from

now on I can't believe you.”

- Friedrich Nietzsche

“No trust given, no trust received.”

- Lao Tzu

Restoring TrustShare Information forthrightly

and with Transparency

Treat people like they matter

Own and Correct Mistakes

Behave loyally

Don’t avoid unpleasant realities

Clarify Expectations

Create Cultures of Accountability

Be the First to Trust

Integrity

Ability

IntentionsTrust Audit

Trust AuditFigure out what Happened

Determine Depth and Breadth of “Trust Loss”

Own Up to the Violation Quickly instead of ignoring or downplaying it

Discover what you must do to rebuild Trust

Don’t over extend

“Our approach is based on the major findings of

20 years of research—that trust between managers

and employees is the primary defining

characteristic of the very best workplaces.”

- Great Places to Work Institute

Filling Up the Bucket

How Leaders Build, Maintain, and Restore Trust