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How to build trust
Transcript of How to build trust
and not the heart,compliance and not the commitment. Train People How to Think You can train people to:
to think service
But are their efforts comming from trust and commitment?
The concept of trust is simple: build on individual confidence and eliminate fear as an operating principle. Defining Trust
A feeling part that indicates trust and a performance track record that confirms trust.
An active feeling in leadership, in veracity, in reliability.
A passive feeling of trust is the absence of worry or suspicion.
Trust, then, can be defined as confidence, the absence of suspicion, confirmed by track record and our ability to correct.
Blind Spots If we have a "betrayal" event with one boss, for instance, we may unconsciously conclude that all bosses of that "type" are untrustworthy, or that we ourselves are generally vulnerable, naive, or otherwise disabled.
While changing each other remains futile, changing interaction dynamics from non-trust to trust is achievable. The pathway is communication. Communicate With Intention Preparation and Mechanics Produce a Win/Win Attitude Building trust is vastly different from trying to establish who is right. The differences are obvious in how the parties communicate.
The two keys to trust-building communication are committing to find win/win strategies even if the starting point is clearly not trust, and arriving at defined, accountable outcomes. With this type of communication, attitudes convert to win/win. The next step is to frame the action, distribute the responsibilities and accountabilities, provide and secure the required support.
Handle slippage by building trust. Rather than be accusatory, ask "what happened?" in a neutral fashion, and mean it. Listen carefully, correct collaboratively, and choose alternative resources when necessary.
Most important, sincerely acknowledge increasing productivity. In this way, we continuously learn what success is and how to expand it. First, list the important misunderstandings or frustrations from your perspective. Think through to some possible win/win outcomes. But rather than take positions at this point, identify the general substance of each interest.
How a sensitive communication begins is important. Successful conversations usually start with tact, a win/win intent, and even a sincere and disarming admission that you have been part of the roadblock.