The concept of trust is closely linked to safety. We all know that when we do not feel safe, it is hard to trust in that environment. My favorite quotation for the link is, “The absence of fear is the incubator of trust.”
It is easy to buy into the concept, but we rarely go to the next step to dissect the different types of safety and provide tools that managers can use to instill more trust. Here are three main types of safety and the implications for each one.
The issue of physical safety is normally assumed in a professional environment. During the pandemic, we all experienced a huge degradation of safety in all aspects of our lives. We all went through significant pain in an attempt to mitigate the hazards that we faced. Of course, this disruption occurred in our personal lives as well as our professional lives.
People need to feel safe on the job. In the medical professions or in the trades, there are obvious precautions that must be taken every day to remain safe. These safety measures were significantly ramped up during the COVID Pandemic.
Now, the need to focus attention on physical safety is present in every workplace.
Having the ability to express one’s feelings or thoughts without having to worry about retribution is a key element of trust. In many organizations, it is not safe to voice a dissenting opinion once the boss has advocated his or her belief. Doing so will result in some form of ridicule or other retribution that will make the employee sorry to have brought up the issue.
Leaders who are smart enough to “reinforce people when they are candid” have a much easier time establishing and maintaining trust. I believe the practice of reinforcing candor is the single most powerful method of creating trust by demonstrating psychological safety.
People need to know they are going to be OK. In a time of extreme unrest and disruptions within all organizations and, even in family life, many people are suffering in these times of uncertainty. People need to reach out and know there is some help available to them.
There are a number of agencies and groups available to keep people from becoming desperate. My personal favorite organization that offers significant help for people who are suffering is “LifeGuides.”
This service organization pairs people who are suffering from personal stress with a trained “Guide” who has been through their same life challenge. By providing empathy, the guide helps the employee regain and maintain equilibrium. If anyone is interested in learning more about LifeGuides, contact me at firstname.lastname@example.org and I will put you in touch with someone who can help you.
Bob Whipple is CEO of Leadergrow, Inc. an organization dedicated to growing leaders. Website www.leadergrow.com BLOG www.thetrustambassador.com He is author of the following books: The Trust Factor: Advanced Leadership for Professionals, Understanding E-Body Language: Building Trust Online, and Leading with Trust is Like Sailing Downwind
Several years ago I generated a list of rules for success. It is important to write down a set of rules for yourself, just as it is to document your values.
Having a list of rules gives you something to hang on to when there is too much confusion. Another benefit of a list like this is that it helps other people know how you operate much quicker.
I would review this list and my passion for each item whenever inheriting a new group. People appreciated that I made a special effort for them get to know me in this way.
1. The most important word that determines your success is “attitude” – how you react to what happens in your life. The magic learning here is that you control your attitude, therefore, you can control your success.
2. Engagement of people is the only way to business success.
3. Credibility allows freedom to manage in an “appropriate” way (which means if you are not credible, you will be micro-managed).
4. Build a “real” environment – maximize trust – This requires honesty and transparency.
5. Create winners – help people realize their dreams of success (which means, grow other leaders).
6. Recognize and reward results at all levels (reinforcement governs performance).
7. Operate ahead of the power curve (which means, be organized and get things done well ahead of the deadline).
8. Don’t get mired down in bureaucratic mumbo jumbo, negotiate the best position possible, out flank the Sahara. However, feed the animal when necessary (which means pick your political battles carefully).
9. Enjoy the ride – when it is no longer fun – leave.
10. Admit when you are wrong and do it with great delight. Beg people to let you know when you sap them and thank them for it (which means Reinforce Candor).
11. Provide “real” reinforcement that is perceived as reinforcing by the receiver. Build an environment of reinforcement.
12. Keep trying and never give up. You will succeed.
There are many other things that could be mentioned, but if you can master the things above, most other things become subcategories of them.
For example, another bullet might be “Treat people as adults and always demonstrate respect.” That is really a sub item of the second bullet.
Or another bullet might be “Always walk your talk.” That is one thing (among many) you need to do for bullet four to happen.
I believe every leader should have a documented set of beliefs such as the one above. I am not advocating that you adopt my list. Think about it and develop your own list.
Don’t worry about being complete, just start an electronic file and add to it over the years as you grow and encounter new ideas. You will be amazed how this simple task enables you to operate with congruence and grow in your leadership skill.
The preceding information was adapted from the book Leading with Trust is like Sailing Downwind, by Robert Whipple. It is available on http://www.leadergrow.com.
Robert Whipple is also the author of The TRUST Factor: Advanced Leadership for Professionals and, Understanding E-Body Language: Building Trust Online. Bob consults and speaks on these and other leadership topics. He is CEO of Leadergrow Inc. a company dedicated to growing leaders.
In the current environment, many teams are forced to operate remotely. This article is based on one that I wrote with Nancy Settle Murphy in 2013 and recently modified to apply in today’s pandemic conditions.
I think Nancy is one of the most effective consultants to help build more cohesive remote groups. Her blog “Communique by Guided Insights” is normally centered on how to operate effectively with a virtual team.
Today’s astonishing economic and social distancing situation affects virtually every working individual around the globe. As organizations are forced to make drastic cuts and other difficult changes to remain viable, the need for competent, credible, trustworthy leaders has never been greater.
At the same time, the very nature of our global pandemic and economic collapse has bred deep distrust for many business leaders, money managers, politicians and others who contributed or are reacting to the current morass.
Leading an organization through turbulent times requires an uncommon ability to inspire trust. But when people are geographically dispersed, especially in scary times, they are far more likely to be fearful, suspicious and immobilized in the absence of trust.
Industry studies show that in the best of times high-trust teams are between 200-300% more productive than low-trust teams. In tough times, that delta is likely to be even greater. That’s why organizations that operate virtual teams need leaders who know how to earn and cultivate trust among teams that feel increasing pressure to perform.
Here are nine practical tips for leaders who struggle to maintain trust in these troubled times.
1. Verify a vision and goals eye-to-eye.
Without a shared vision and focus, conflict and distrust become frequent and harder to resolve. Virtual teams have few opportunities to test for shared meaning, validate assumptions, and spot disconnects before they become problems.
Arguably, this alignment might be achieved through a series of superbly-executed team calls and online conferences; but in reality, the surest and easiest way to galvanize a team is to bring people together face-to-face, if not in person, then virtually live.
Once coalesced, the team can then modify goals and verify buy-in from afar on a regular basis. All team members need a palpable connection with the root vision. Without it, the best intentions of team leaders are likely to fall short.
2. Agree on a shared set of team principles, behaviors and norms.
To build trust, all team members need to hold each other accountable to some standards of behavior. If these principles are nothing more than vague intentions or fuzzy “feel good” rules, they won’t provide the specificity members need to call each other out in case of a transgression.
When leaders permit some members to violate agreed-upon norms, they risk their credibility with team members who expect them to enforce the rules.
An example of team behavior that can help enforce desired behavior: “We will eliminate ‘silent no’s’ from our conference calls.” (A “silent no” is when a member of the call does not agree with the conclusions but does not voice objections and instead works to undermine the decision, destroying solidarity and trust in the process.)
3. Reinforce candor.
To foster a culture of trust, the leader needs to ensure people are not worried about being punished for voicing their reservations or concerns. The ability of a leader to encourage and reinforce candor lies at the heart of the trust-building process.
When people are naturally paranoid about their longevity in an organization, they will stifle any misgivings unless the leader is explicit about the safety of voicing concerns. Trust cannot grow in an environment where people are scared to speak their truth.
4. Anticipate and address stress points.
When people feel pressured to perform, unattractive behaviors such as finger-pointing and defensiveness can emerge. When team members can’t have face-to-face conversations to smooth ruffled feathers, such behavior can quickly derail even the most well-aligned team.
By creating a culture of mutual support and respect, team members can minimize the fall-out after a misstep. Establishing ground rules related to giving and taking responsibility, solving problems and escalating issues can help.
Creating norms around communications during times of conflict or dissension are essential. The leader’s behavior sets the stage for all members. If lapses should occur, the leader needs to acknowledge them as such, lest team members assume they can follow suit and violate other norms.
5. When in doubt, reveal more rather than less.
Team leaders are often privy to inside information to which others don’t have access. Err on the side of being more transparent rather than less, providing you don’t violate any policies.
Even in the best of times, remote team members may feel left out of the communication loop. But when futures seem uncertain, remote team members may feel even more discomfited and disconnected.
Team leaders might open each Zoom by asking members what rumors they’ve been hearing, and then address each point with the latest, most accurate information they have.
If team members seem reticent, open an anonymous virtual conference area where team members can pose questions or express concerns, to which team leaders can respond to the team as a whole.
6. Celebrate the small wins.
Especially in these difficult times, it’s important to highlight the good things that happen in small ways on a daily basis. In addition to recognizing achievements and milestones, team leaders might also acknowledge instances of collaboration or creative use of resources.
Leaders might establish a program where members can recommend other team members for a reward based on behaviors or actions that contribute to the success of the whole team.
For example, members might earn rewards doing more than their share to keep the project on track or finding “free” resources. Rewards can include a gift certificate for an online store or a personal note sent to the person’s home.
When setting formal team goals, make sure that the team has many opportunities to celebrate milestones and that the goals always have the appropriate amount of reach.
7. Encourage creativity and reasonable risk taking.
Surviving in today’s tough climate requires courage, creativity and a certain amount of fearlessness. This is particularly true for health workers or other vital service providers.
Team leaders need to be clear about the type of risks that are allowed, versus those the organization cannot afford to take. Once ground rules are in place, team leaders can find ways to move creative ideas into action.
For example, brainstorming sessions can be set up via phone or virtual conference area where all team members can easily contribute a volley of ideas, which can then be vetted and acted upon.
Even when new ideas don’t pan out as planned, team leaders should congratulate team members for their creativity, helping to cultivate an innovative, energized, and supportive environment that is so important in difficult times.
8. Keep an eye out for the small problems.
In some remote teams, members may have never even met each other or may have only a superficial relationship. As a result, it can take a long time to cultivate trust, especially when in-person interactions are limited.
When team members don’t feel entirely comfortable having candid conversations, little annoyances can lead to big problems. Since people may be feeling near their endurance limit with personal issues, they may be more short-tempered than normal.
Team leaders need to be vigilant about addressing small rifts and immediately bring team members back to the sense of purpose. In some cases, this requires an open conversation with the whole team, and in others, a private phone conversation may be more appropriate.
If turf battles become too much of a distraction, it may be time to bring all or some team members together on one Zoom to settle differences and repair relationships. The way leaders can prevent silos from forming is to continually remind the groups that they share a common goal at the next higher level.
9. When draconian actions are required, let people grieve.
Nearly all businesses will need to make increasingly difficult decisions to remain viable. Layoffs, salary freezes, pay cuts, forced furloughs, divestitures, and mergers all take a huge emotional toll on the workers who remain.
Leaders should encourage team members to discuss their sense of loss and talk about their grief rather than giving members a cheerful pep talk or ignoring the pervasive sense of loss.
In the wake of each such change, leaders can start team calls by asking people how they are feeling. Remember that individuals need to go through the stages of the grieving process (anticipation, ending, transition, and beginning) in their own way and time.
Having time to grieve allows people to become fully functioning players in the new order rather than continually mourning for what was lost. When individuals are part of the rebuilding process, they’ll be more emotionally committed to the success of the team.
Keeping a team motivated, energized and productive during times like these will test the mettle of even the most accomplished leader. But when team members work remotely, team leaders must take extraordinary measures to cultivate mutual trust and a truly level playing field among everyone on the team.
Bob Whipple, MBA, CPLP, is a consultant, trainer, speaker, and author in the areas of leadership and trust. He is the author of: The Trust Factor: Advanced Leadership for Professionals, Understanding E-Body Language: Building Trust Online, and Leading with Trust is Like Sailing Downwind. Bob has many years as a senior executive with a Fortune 500 Company and with non-profit organizations
Here is one of my favorite measures for the quality of a leader.
Build a SAFE Environment
In most organizations, there is a continual environment of fear. What we need to realize is that there are different kinds of fear. There is the fear due to market conditions or competition that may make a company go bankrupt.
We have learned over the past decade that just because a company is great now is no guarantee it will even exist in a year or two. There is really no such thing as lifelong job security anymore.
Longevity not guaranteed
As an example, look at Circuit City. In the early years of the 2000’s, it was on top of the heap, and even qualified as one of the “Great” companies in Jim Collins’ book Good to Great. By 2008, the company was history.
So, it is not surprising that few people feel the kind of job security that most individuals felt in the 80’s and 90’s. It is just a fact of life, and that kind of fear needs to be used to create the impetus to do better on a daily basis.
More common fear
The more crippling kind of fear is a nagging feeling that if I tell the truth about something to my boss, I am going to suffer some kind of punishment. It may not be an immediate demotion or dismissal, but eventually I will be negatively impacted in ways I may not even recognize.
So, I clam up and do not share thoughts that could be helpful to my organization.
Create the right culture
Great leaders create an environment where this kind of fear is nearly nonexistent. My favorite quote about this, that I note on my corporate website, is “The absence of fear is the incubator of trust.” In a culture where there is no fear, trust grows spontaneously, much like the mold on last week’s bread, only in this case, the mold is a blessing.
So, what is the mechanism by which great leaders create this lack of fear? They do it by “reinforcing candor.” They let people know they will not be punished for speaking their truth.
Reward rather than punish
On the contrary, these leaders show by words and deeds that people who speak up are actually rewarded for sharing something scary or just not right. That safety gives these leaders the opportunity to correct small problems before they have huge negative consequences for the organization.
That is brilliant leadership!
If you are a leader, focus on one thing when someone tells you something you did not want to hear. Focus your actions on making the person glad he or she brought it up. That behavior is the most constructive thing you can do to build a culture of trust within your organization.
Bob Whipple is CEO of Leadergrow Inc., a company dedicated to growing leaders. He speaks and conducts seminars on building trust in organizations. He can be reached at email@example.com or 585-392-7763.
One great measure of the quality of a leader is how much that person demonstrates integrity.
That is an easy thing to say, but it is a bit harder to accomplish. Let’s pick apart the concept of integrity and see if we can find some usable handles.
First of all, integrity is easy to demonstrate when things are going well or according to plan. It is a simple matter of doing the right thing, and the right thing is obvious.
Integrity is most important when it is difficult to do or the right path is hard to define. It is in these moments when leaders have the ability to stand tall and radiate their integrity or duck the issue and do what seems expedient at the moment.
I call these times “Leadership moments of truth.”
Lou Holtz, the famous football coach had a remarkably simple philosophy of doing business. It consisted of three simple little rules: 1) Do Right, 2) Do the best you can, and 3) Treat others the way you would like to be treated.
The basic Do Right Rule means acting with integrity. If doing what is right is such a basic and easy thing, why am I even bothering to write about it? It’s simple.
Most leaders have a hard time figuring out what the right thing is. That is a stunning indictment to make, but I really believe it is true.
Reason: in the melee of everyday challenges, it is so easy to make a judgment that seems right under the circumstances, but when extrapolated to its logical conclusion it is really not ethical, or moral, or it is just plain dumb.
Leaders tend to rationalize.
I believe that most of the huge organizational scandals of the past started out as subtle value judgments by leaders in their organizations. There was a decision point where they could have taken path A or path B.
While path B was “squeaky clean” in terms of the ethics involved, path A was also perfectly logical and acceptable based on the rules in place at the time and was also somewhat more profitable than Path B.
The problem is that if path A was acceptable today, then A+ would be fine the next day, and A++ the next. Other people would get involved, and the practice would get more embedded into the culture.
Eventually, after a few years, it was clear that rules were being bent all over the place in order for the organization to look good to investors. There was no convenient way to roll back the ethical clock, nor was there any impetus.
Ultimately the practice, whether it was Enron’s disappearing assets or Bernie Madoff’s Ponzi Scheme, became too big to hide and things blew up. My contention is that these people were not intending to do bad things originally, they just got caught up in what Alan Greenspan called irrational exuberance and had no way to quit the abuse.
Of course, by the time things surfaced, they really were evil people doing evil things, but I believe it did not start out with those intentions. At the start I believe these leaders were truly blind to the origin of corruption that brought down their empires and bankrupt thousands of individuals in the process.
How can leaders protect themselves from getting caught up in a web of deception if they were originally blind to the problem? It’s simple, they needed to create a culture of transparency and trust whereby being a whistle blower was considered good.
Imagine if the culture in an organization was such that when someone (anyone) in the company was concerned about the ethics of current practice and he or she brought that concern to light, there would have been a reward rather than punishment.
To accomplish this, leaders need to reinforce candor, in every phase of operations. It has to be a recognized policy that seeing something amiss brings with it an obligation to speak up, but that is OK because speaking up will bring rewards.
If you doubt that whistle blowers are routinely punished, take the time to view this brief video by Bill Lloyd. He blew the whistle at his company and paid a heavy price for it.
Bill said, “Sometimes it’s going to hurt, but it says everything about who you are as a person.”
The concept or rewarding candor creates opportunities for leaders to see things that would otherwise be hidden and take corrective action before the tsunami gets started.
It also allows leaders to be fallible human beings and make mistakes without having them become a reason for them to spend the rest of their life in jail.
So here is a good test of your leadership ability. How transparent is your organization? Do you truly reward employees when they bring up things that do not seem right to them, or are they put down and punished?
Bob Whipple is CEO of Leadergrow Inc., a company dedicated to growing leaders. He speaks and conducts seminars on building trust in organizations. He can be reached at firstname.lastname@example.org or 585-392-7763.
Trust and integrity are inextricably linked. I believe before you can trust other people, you must trust yourself.
That means you must not be fighting with yourself in any way, which is a pretty tall order.
Integrity is about what you do or think when nobody else in the world would know. It is an interesting topic because it is very difficult to determine your own personal level of integrity.
We all justify ourselves internally for most of the things we do. We have it figured out that to take a pencil home from work is no big deal because we frequently do work from home.
We drive 5 mph over the speed limit because not doing so would cause a traffic hazard while everyone else is going 10 mph over the limit anyway. We taste a grape at the grocery store as a way to influence our buying decision.
When we are short changed, we complain, but when the error is in the other direction, we might pocket the cash. We lie about our age. We sneak cookies. If you have never done any of these things in your whole life? Let me know, and I will nominate you for sainthood.
There are some times in life when we do something known by us to be illegal, immoral, or dumb. We do these things because they are available to us and we explain the sin with an excuse like “nobody’s perfect.”
I guess it is true that all people (except newborns) have done something of which to be ashamed. So what is the big deal? Since we all sin, why not relax and enjoy the ride?
The conundrum is where to draw a moral line in the sand. Can we do something that is wrong and learn from that error so we do not repeat it in the future? I think we can.
I believe we have not only the ability but the mandate to continually upgrade our personal integrity. Here are ten ideas that can help the process:
1. Pay attentionto what you are doing – Make sure you recognize when you are crossing over the moral line.
2. Reward yourself – When you are honest with yourself about something you did that was wrong, that is personal growth, and you should feel great about that.
3. Intend to change – Once you have become conscious of how you rationalized yourself into doing something not right, vow to change your behavior in that area.
4. Reinforce others – Sometimes other people will let you know something you did, or are about to do, is not right. Thank these people sincerely, for they are giving you the potential for personal growth.
5. Check In with yourself – Do a scan of your own behaviors and actions regularly to see how you are doing. Many people just go along day by day and do not take the time or effort to examine themselves.
6. Recognize Rationalization – We all rationalize every day. By simply turning up the volume on your conscience, you can be more alert to the temptations before you. That thought pattern will allow more conscious choices in the future.
7. Break habits – Many incorrect things come as a result of bad habits. Expose your own habits and ask if they are truly healthy for you.
8. Help others – Without being sanctimonious, help other people see when they have an opportunity to grow in integrity. Do this without blame or condemnation; instead do it with love and helpfulness.
9. Admit your mistakes to others – Few things are as helpful for growth as blowing yourself in when you did not have to. When you admit a mistake that nobody would ever find out about, it says volumes about your personal character.
10. Ask for forgiveness – People who genuinely ask for forgiveness are usually granted it. While you cannot ever wipe the slate completely clean, the ability to ask for forgiveness will be taking concrete steps in the right direction.
Which of these 10 tips do you think is the most difficult to do, but the most important one of the bunch. My own personal opinion is that #6 has the most power.
Some people will say, “I don’t believe I am guilty of doing the kinds of things in this article.” If you truly believe that, I challenge you to think harder and recognize that perfection is impossible to achieve, and all of us need to tune our senses to understand our weaknesses.
We all need to build our own internal trust so we can trust other people more. To do that, it is important to follow the ten ideas listed above. These ideas will allow you to move consciously in a direction of higher personal integrity.
Bob Whipple, MBA, CPLP, is a consultant, trainer, speaker, and author in the areas of leadership and trust. He is the author of four books: 1.The Trust Factor: Advanced Leadership for Professionals (2003), 2. Understanding E-Body Language: Building Trust Online (2006), 3. Leading with Trust is Like Sailing Downwind (2009), and 4. Trust in Transition: Navigating Organizational Change (2014). In addition, he has authored over 600 articles and videos on various topics in leadership and trust. Bob has many years as a senior executive with a Fortune 500 Company and with non-profit organizations. For more information, or to bring Bob in to speak at your next event, contact him at http://www.Leadergrow.com, email@example.com or 585.392.7763
We are all aware of things we can do that build higher trust. In my seminars on trust, I ask groups to name some things that build trust, and they quickly create a list of dozens of behaviors in just a few minutes.
For example, here are a few of the things typically named that will help to build trust:
• Operate with integrity
• Do what you say
• Use the Golden Rule
• Be respectful of others at all times
• Admit mistakes
• Be as transparent as possible
These actions and hundreds of others like them are needed to build and maintain trust at all levels of management. Each level has a different focus on why these things are important, and at the supervisor level employees look for these behaviors constantly.
Because of the span of control, supervisors must be alert to applying these behaviors in a consistent manner to avoid the perception of playing favorites, which is a major trust buster, especially among first level employees.
The conundrum is that while we know numerous things that will build trust within an organization, in most organizations there is still a serious lack of trust.
I believe the reason is that there are four conditions that form a foundation on which all of the other trust-building behaviors rest that makes them work. These four conditions provide a deep understanding of the nature of trust in an organization, so they act like the concrete blocks upon which we ultimately construct a lasting building.
This article will name these four conditions and describe why I believe having this foundation underneath the common behaviors gives them much more power to build trust. Then I will explain why these concepts are just as important at the supervisory level as they are at higher management levels.
Condition 1 – The First Law of Trust
Trust is reciprocal. You trust every person you know at some level, and that person also trusts you at some level. The levels are not always the same, and they fluctuate based on the transactions between you and the other person.
Any communication between the two of you will impact the trust level for both people. It may be face to face conversation, a phone call, e-mail or texting, or even body language at a meeting that impacts trust either positively or negatively.
Trust may go up in one direction but down in the other direction from the same transaction. It is a highly dynamic system.
When you extend more trust to another person, he or she will instinctively respond by showing more trust in you. This “First Law of Trust,” as I call it, is not true 100% of the time, but it is directionally right with such high frequency that it makes a pretty good law of nature.
If you want more trust with another person, find ways to show more trust first.
Condition 2 – Values-based Behaviors
When I begin work with new clients, I always ask if they operate from a set of values. Normally the senior leader is able to produce a list of some values that the group has adopted. Sometimes the values are on a plaque on the wall, and other times they are buried somewhere in a desk drawer.
I then ask the senior leaders point blank if they always follow the values, even when it means making a difficult decision.
The question is usually followed by a pregnant pause and finally someone says, “Well we try to follow the values at all times, but sometimes it is impossible.” While the answer is an honest one, it really signals a kind of hypocrisy that leads to organizational dry rot of trust.
The correct answer must be “yes” at all times in order to preserve trust.
When leaders adopt values they cannot abide by in all circumstances, they set themselves up for failure. That is why one tempting value: “People are our most important asset” is a dangerous one.
If people are really our most important asset, then when there is a downturn in business, we will keep the workforce and sell buildings or other assets to survive. Few companies actually do that, so it is unwise to adopt that phrase as a core value. You simply must abide by the values you advertise or trust becomes a casualty.
The specific values adopted at the supervisor level must mirror the values set at higher levels. There may be some different phrasing to make it apply to first line employees, but the intent needs to add up to the same conclusion or the organization will not be aligned.
Condition 3 – Balanced Accountability
The word “accountability” has become more popular in recent years. It is a shame that in most organizations accountability takes the form of a “gotcha” mentality where all accountability discussions are negative.
My observation is that most people on most days go to work intent on doing the right things for the right reasons. They need to be held accountable in a positive way for the things they are doing right and in a corrective way for the things that did not get done correctly or on time.
If the accountability discussions were not always focused on missed opportunities, then people would not get the impression that the only time they hear from supervision is when they mess up.
I invented the phrase “hold people procountable,” which means that we need to feedback performance that is directionally right as well as the corrective feedback. The nature of the feedback needs to be proportional to the holistic nature of the performance.
This philosophy should be spread across the entire organization, but it is particularly important for the supervisor, who is working at the critical junction between management and the workers. Negative accountability discussions are often the downfall of an inexperienced supervisor.
Condition 4 – Reinforce Candor
This fourth condition I believe has more power to create trust than any other leadership behavior. That is why it is one of the foundational conditions. It consists of creating an environment of low fear where people believe it is a good thing to point out areas where the behavior of higher managers is monitored for consistency.
If something appears to be inconsistent with our values or ethical standards, employees know they will be rewarded rather than punished for bringing it up.
I believe “the absence of fear is the incubator of trust,” and the logic holds at all levels of the organization.
Supervisors can improve the level of trust by making sure all employees know their observations are valued and appreciated. In practice it is not easy to reward someone who points out that some of your behaviors appear to be hypocritical.
Make a special effort to make sure when an employee questions a decision or action on your part that the employee walks away glad that he brought it up.
If the preceding four elements are in place, then I believe the foundation is laid where all the other things that create higher trust will be highly effective.
Bob Whipple, MBA, CPLP, is a consultant, trainer, speaker, and author in the areas of leadership and trust. He is the author of four books: 1.The Trust Factor: Advanced Leadership for Professionals (2003), 2. Understanding E-Body Language: Building Trust Online (2006), 3. Leading with Trust is Like Sailing Downwind (2009), and 4. Trust in Transition: Navigating Organizational Change (2014). In addition, he has authored over 500 articles and videos on various topics in leadership and trust. Bob has many years as a senior executive with a Fortune 500 Company and with non-profit organizations. For more information, or to bring Bob in to speak at your next event, contact him at http://www.Leadergrow.com, firstname.lastname@example.org or 585.392.7763
Whenever I hired a new manager in my organization, the very first conversation I had with that individual was about “reinforcing candor.”
Over a period of 30 years I’ve discovered that reinforcing candor is the single most powerful way to create trust within an organization.
For leaders, it is imperative for them to understand what this means and be able to practice it. The idea is, when an employee comes forward with a concern about something that the leader has said or done, rather than punishing the employee, the leader makes the person glad to have brought up the issue.
This behavior is not easy to do, because the leader does not see a problem with what was being done. In essence, everyone in the organization, including the leader, wears a button saying, “I AM RIGHT.”
If an employee challenges an action, then it’s only human for a leader to become defensive and punish the person in some way for bringing it up.
It takes superhuman effort on the part of leaders to consistently reinforce candor, but the impact on the organization is so great that those leaders who can understand the wisdom of this technique have a huge advantage in terms of building trust.
Without reinforcing candor, all of the other actions to build trust are somewhat blunted. They work a little bit but they are not very powerful.
Once the leader understands how to reinforce candor, a whole new world opens up, and all of the other actions to build trust work like magic.
Exercise for You: In your organization, work to reinforce candor the next time someone tells you something that you did not want to hear, but has some truth to it.
You will find it difficult at first, but the more you practice this technique, the easier it becomes, and soon you can change your entire pattern of behavior when you’re challenged.
The ability to reinforce candor is the most powerful method of creating trust, because it allows a safe environmentwhere employees know they will not be punished when they bring up scary stuff. I call this skill the key for building trust.
What if you are not the top leader but wish to be a positive influence on that person? If you can get the top leader in an organization to reinforce candor more, trust will spread rapidly throughout the entire population.
The challenge is how to get the leader to develop the skill and patience to reinforce candor when he or she may not see the need to do so.
Here are six ideas that can help encourage a leader to practice reinforcing candor. Try to use these in the spirit of helpfulness rather than manipulation. The idea is to help shape behavior over time, so if any of these ideas are creating tension, back off and go slower.
1. Start by planting a seed in the leader’s mind that there is a potential for a much better culture if higher trust can be generated. Point out that trust grows when people are made to feel glad when they bring up their concerns.
2. All leaders want higher trust, so the opportunity to make things better by some changes in their behavior should be appealing.
3. Start small. The goal is for the leader to see the benefits of reinforcing candor and try to be less defensive when people push back on actions or statements.
4. Model the principle of reinforcing candor yourself when working with the leader.
5. Talk openly about how you are using the skill and ask how the leader is responding to it.
6. Catch the leader applying these techniques and praise the effort. Also make note of the positive response on the part of the person who was reinforced for being candid.
No leader will ever get to 100% perfection at reinforcing candor, but if the percentage can go from 5% (which is about what most leaders typically achieve) to something like 70% of the time, the culture will make a seismic shift toward higher trust in short order.
You can help shape the behavior of your leader toward the benefits of reinforcing candor. It may take a while for the concept to gain traction, but once the leader experiences the forward progress, he or she will be anxious to do more of it.
The preceding was derived from an episode in “Building Trust,” a 30 part video series by Bob Whipple “The Trust Ambassador.” To view three short (3 minutes each) examples at no cost go to http://www.avanoo.com/first3/517
Humility is a key characteristic for everyone to embrace. True humility is rarely seen in the ranks of leaders. Ego, rather than humility, seems to be the more common trait in management circles. Let’s examine why this is and suggest some ideas to modify the pattern.
Anyone who has reached a leadership position has a tale to tell. He or she got there through a series of steps and events, some of them deserved and some of them just being in the right place at the right time or knowing the right people.
We can believe in synchronicity or nepotism, but still it usually takes a lot of energy and talent to get ahead. People in the organization may look at a newly appointed leader and remark how he “lucked into it,” but, as Earl Nightingale said in Lead The Field, “Luck is what happens when preparedness meets opportunity.”
There should be some level of personal satisfaction for a leader when he or she emerges from the pack and is elevated. It is a kind of milestone that should be celebrated.
Upon reaching a higher level, the leader quickly becomes aware of an increase in power and influence. I once got a big promotion, and a Dilbert-like IT employee in the new organization started calling me “thou” and “thee” until I put an end to it.
It is very easy to let the trappings or perks of a higher level inflate one’s ego. There is nothing wrong with appreciating one’s self worth if it is kept in proper perspective and the person also appreciates and publicly acknowledges the worth of others.
Unfortunately, many leaders do lose perspective and start acting like jerks. Scott Adams, inventor of the Dilbert Cartoon Series would have needed to make a living in some other field if it were not for hubris on the part of leaders.
The role of humility in creating and maintaining trust in organizations was well documented by Jim Collins in Good to Great. Collins identified passion and humility as two common traits of the most effective leaders – he called them “level 5 leaders.”
It is easy to see the impact of a conceited leader on the organization. If the leader is so brilliant, then nobody else needs to be vigilant. People lose heart and will to help the cause. This forces the leader to be more all knowing and perfect because real support is not there.
Warren Bennis put it this way, “One motive for turning a deaf ear to what others have to say seems to be sheer hubris: leaders often believe they are wiser than all those around them. The literature on executive narcissism tells us that the self-confidence top executives need can easily blur into a blind spot, an unwillingness to turn to others for advice.”
Leaders who are convinced they are so macho and smart have a difficult time hearing what people are really saying. I love James O’Toole’s observation,
“…it is often the presence of excessive amounts of testosterone that leads to a loss of hearing.”
It would be easy to say “don’t be too full of yourself” and show the benefits of humility. Unfortunately for the narcissist leader, changing the thought patterns and behaviors is extremely difficult.
The problem is the blind spots that Bennis refers to. Goleman also noticed the same tendency when he identified that leaders with low Emotional Intelligence have the most significant blind spots.
The issue of leader hubris is perhaps the most common schism that exists between the senior levels and the workers. If it is so important, what can we do about it? Is there a kind of anti-hubris powder we can sneak into the orange juice of over inflated executives? Oh, if it were only that easy.
What we are talking about here is reeducating the boss with influence from below. We want to let him know that his own attitude is getting in the way of trust. Reeducating the boss is always tricky. It reminds me of the adage, “Never wrestle a pig…you get all muddy and the pig loves it.” What do the sailors do if they are facing a Captain Bligh every day? Mutiny is one option, but it can get pretty bloody.
The road to enlightenment is through education. One suggestion is to form a kind of support network with the employees and leaders on the topic of leadership. Book clubs where employees along with their leaders take a lunch hour once a week to study the topic can begin a constructive dialog.
You can’t just march into the bosses office and say, “You are a total narcissist, knock it off and get down from your pedestal.” You need to use a water drop treatment with lots of Socratic Questions.
Shaping the thought patterns of a superior in the organization is a slow process, like changing the face of the planet in Arizona. Drop by drop and particle by particle, the sand and soil have been moved to reveal the Grand Canyon. Changing a leader’s approach might not take eons, but the slow shaping process is the same, only in human years.
Some leaders will remain clueless regardless. I know one leader who will go to her grave totally blind when it comes to her attitude about her own capability and superiority. If she was reading this passage, she would be nodding her head affirmative and be 100% convinced that I was referring to somebody else, not her. Perhaps the only hope for a leader like this is some form of radical shock treatment in the form of a series of pink slips.
If you are a leader, try this little test. If you are inclined to think you don’t have any hubris and are a humble servant leader all the time, chances are you have some serious blind spots. Go and get it checked out! If your mental picture is one of an imperfect person trying to learn more about how to lead, then you are probably okay.
I believe that negativity is a kind of cancer that occurs in many organizations. It has a growing and debilitating impact on any group where it is allowed to fester.
Stamping out all negativity is a daunting a task, just like trying to stamp out all diseased cells in a human body that has been infected with a cancer.
For the survival of the organism, it is important to try as best we can to get rid of the problems. This article suggests some possible treatments for a negativity disease that has taken root in an organization.
It is important to realize that the cause of negativity may or may not be legitimate. Some people are just negative by nature and will grumble even under ideal conditions, while others become negative only after years of what they perceive as abuse.
For example, if you are a leader and are faced with a number of people who poison the environment with toxic rhetoric daily, you need to consider whether you and your policies have done enough to create an environment of trust.
If you are a leader in a group where there are just one or two individuals that are usually the ones generating negativity, what strategies can you use to turn the situation around?
First, you need to identify the sources of negativity. You must find the tumor. This is a simple task. Usually people know which individuals instigate most of the negative energy in a group.
Often they are “informal leaders” to whom other people listen. Once you have identified the ringleaders of negativity, you need to establish a specific strategy to deal with these people, and, hopefully, turn them around.
There are many options to do this, just as there are many treatments for physical cancer depending on the type of cancer, the stage of the disease, and the physician doing the treatments. Here are a few possible tools to rid an organization of negativity.
Seek assistance through peers. The peers of the troublemaker have the ability to let the person know that the organization would be in better shape if this person could lighten up.
It could be that the peer pressure takes the form of some jovial ribbing about the propensity to be negative. (Note: I will use the female pronoun in the rest of this article, but realize the situation would be the same for both genders.)
Peer pressure might take the form of a group agreeing to make only positive comments for two days and see who breaks ranks first. The idea here is to expose the tumor clearly so treatment is easier and can be more focused.
Adopt the person. As a leader, you are free to “adopt” a troublemaker so you can open an ongoing dialog. Try to understand her psychological makeup to find out what drives her to be negative.
By listening intently to her message and reinforcing her candor rather than always fighting the message, you can gain a better understanding of her point of view, and she will trust you more. Learn her aspirations and dreams. Find out about her family life. Take a real interest.
This process is similar to all the diagnostic tests done on a cancer patient. Also, let her know that you value her ideas simply because she is an informal leader.
Bring her into the management circle as a resource. Seek out ways to involve her ideas in decisions that impact the group.
In some cases, you can turn the person completely around, and you have a super positive person who is also a natural leader. Wow! That changes the culture quickly. I have seen miracles like this happen.
Level with the person – You might take the approach to be logical with her. Take her aside and reflect that you know at least some of the negative energy that gives rise to low morale and rumors is coming from her.
Let her know that she is hurting this organization by doing this. Ask for her help to turn down the negative energy when talking with people. Set an expectation that she can change her mental process to be a better citizen.
Perhaps send her to a course like the Dale Carnegie Course. This strategy will not work with every hardened grumbler, but in some cases the gentle medication approach can cause the cancer to get better without more radical treatment.
This is especially true when the condition is caught early. In this case your own candor may help bridge a trust gap and be a kind of wakeup call this person was needing.
Isolate her by moving her to another area. This is a dangerous ploy, and it would backfire in all but the most extreme cases.
If it is either fire this woman or move her to a different environment, you can try the latter. You would need to couple this approach with a progressive counseling process, so she would be on Final Warning at the time of reassignment.
In the case of dual grumblers, sometimes by separating the individuals, you can divide and conquer, since they lose their synergy by not being allowed to inflame each other.
Often it is safer to just cut out the tumor and be done with it. That is an option, especially if the negativity is starting to spread to many others.
Do some team building – You might be able to impact the negativity by some simple team building techniques. Make sure the group shares a common goal, and work to build trust within the team.
It is hard to maintain negativity in an environment of high trust. Spend time documenting the behaviors that the group intends to follow. This will allow other members to call her on negativity once the group decides this is inappropriate behavior.
There are other ways to chip away at negativity in a work group. Use your imagination, and do not always use the same approach.
What works with one individual might backfire in another case, just as treating any individual with cancer needs to have a unique approach. Be flexible, creative, and persistent, and you will be able to turn around many of the cells of negativity. Do not expect to win them all. You cannot.
Finally, if there are several groups who are negative in your sphere of influence, you need to consider that the real problem might be you. Or it could be another weak link somewhere else in the management chain.
It could be that corporate communications or policies are inhibiting trust. In my leadership consulting experience, the problem of low trust can often be traced to a leader with low Emotional Intelligence. Investigate this possibility thoroughly without being defensive.
If there is too much negativity in your organization, what are you doing to change your own behaviors? People generally become negative when they feel abused over a long period of time. Look at your own policies and practices and figure out if you can reduce negativity easily by changing yourself than by trying to change them.
It is up to the leader to take responsibility for building an environment of trust.