Leadership Barometer 13 Negotiate Well

August 27, 2019

I’m sure you realize that we all negotiate every day of our lives.  From the moment the Doctor slapped you on the bottom and you started to cry, you started to negotiate.

Some people envision that to negotiate means to sit across a small table at a car dealer.  Of course, that is, but the principles of negotiation are in play in pretty much everything you do.

This is especially true for leaders. The most important test of a leader is how well he or she does at influencing other people to do what needs to be done. In this brief article I will describe my fix on how you can tell the level of your negotiating skill. It is one of my favorite measures for the quality of leadership.

Negotiate Well

Most leaders exist in a kind of sandwich. They report to someone at a higher level and also supervise other people at lower levels in the organization. Great leaders are experts at negotiating the needs of both groups.

They interpret the needs of the organization from above to the people below in a way that makes most of them understand and appreciate the policies of the larger group.

Simultaneously great leaders advocate well for the needs of individuals reporting to them to levels above in the organization. It is this give and take role that requires constant attention and skill at negotiating well.

Effective negotiating is a science. You can take graduate level courses on this topic or there are numerous books and seminars outlining the various stratagems. You can study the tactics and countermeasures for months and still not be very skilled at negotiating well.

A key attitude for successful negotiations is to recognize that the best ones are where the parties seek out solutions that work for both of them.  Too many leaders seek ways to win in negotiations at the expense of the other party.  That implies that the other party loses.

The best negotiators keep working to find solutions that work to the advantage of both sides.  It is always possible to find ways to have both parties better off.

The most important ingredient for effective negotiating within an organization is credibility. Leaders who are believable to their people and to upper management have more success at negotiating needs in both directions effectively.

So, how does a leader become credible? Here are some tips that can help. (I apologize in advance for the clichés in this list. I decided that using the vernacular is the best way to convey this information succinctly.)

1. Be consistent – people need to know what you stand for, and you need to communicate your own values clearly.
2. Show respect for opinions contrary to yours – other opinions are as valid as yours, and you can frequently find a common middle ground for win-win solutions. This avoids unnecessary acrimony.
3. Shoot straight –speak your truth plainly and without a lot of spin. Get a reputation for telling the unvarnished truth, but do it with compassion. Do not try to snow people – people at all levels have the ability to smell BS very quickly.
4. Listen more than you talk – keep that ratio as much as possible because you are not the fountain of all knowledge. You just might learn something important.
5. Be open and transparent – share as much information as you can as early as possible.
6. Get your facts right – don’t get emotional and bring in a lot of half truths to the argument.
7. Don’t be fooled by the vocal minority – make sure you test to find out if what you are hearing is really shared broadly. Often there are one or two individuals who like to speak for the whole group, and yet they do not share the sentiments of everyone.
8. Don’t panic – there are “Chicken Littles” who go around shouting “The sky is falling” every day. It gets tiresome, and people tune you out eventually.
9. Ask a lot of questions – Socratic and hypothetical questions are more effective methods of negotiating points than making absolute statements of your position.
10. Build Trust: Admit when you are wrong – sometimes you will be.
11. Know when to back off –pressing a losing point to the point of exhaustion is not a good strategy.
12. Give other people the most credit – often the smart thing to do is not claim victory, even if you are victorious.
13. Keep your powder dry for future encounters – there is rarely a final battle in organizations, so don’t burn bridges behind you.
14. Smile – be gracious and courteous always. If you act like a friend, it is hard for people to view you as an enemy.

These are some of the rules to build credibility. If you are familiar with these and practice them regularly, you are probably very effective at negotiating within your organization.

Once you are highly credible, the tactics and countermeasures of conventional negotiating are much more effective.

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 bwhipple@leadergrow.com or 585-392-7763.


Leadership Barometer 2 Level of Trust

June 11, 2019

There are hundreds of assessments for leaders. The content and quality of these assessments vary greatly.

You can spend a lot of time and money taking surveys to tell you the quality of your leadership. There are a few leading indicators that can be used to give a pretty good picture of the overall quality of your leadership.

These are not good for diagnosing problems or specifying corrective action, but they can tell you where you stand quickly. Here is one of my favorite measures.

Level of Trust

Good leaders create a legacy of trust within their organization. I have written elsewhere on the numerous hallmarks of an organization with trust as opposed to one that has no trust. But is there a quick and dirty kind of litmus test for trust? Think about how you would know if an organization has high trust.

You can do extensive surveys on the climate or call in an expensive consultant to study every nook and cranny of the organization, but that is not necessary.

All you need to do is walk into a meeting that is going on and observe what you see for about 5 minutes. You can get a very accurate view of the level of trust in what Malcolm Gladwell calls a “thin slice” of a few minutes watching a group.

1. Overall Body Language

Look at how the people sit. Are they leaning back with arms crossed and rigid necks, or are they basically leaning either in or toward the other people next to them?

2. Facial Expressions

Observe the look on the faces of people in the meeting. Can you see pain and agony, like they do not want to be there but are forced to endure the agony till the boss adjourns?

3. Tone of Voice

Listen to how people address each other. Is there a biting sarcasm that seeks to gain personal advantage by making other people in the room look small or do the people show genuine respect and even affection for each other?

4. Respect for the Leader

See how individuals interact with the leader. Is it obvious that everyone is trying to help the leader or are they trying to trip her up or catch her in a mistake? Do the participants show a genuine respect for the leader?

5. Lack of Fear

Is there a willingness to speak up if there is something not sitting right – for anyone, or is there a cold atmosphere of fear where people know they will get clobbered if they contradict the leader?

6. High Initiative

If there is work to be done are there eager volunteers or does everyone sit quiet like non-bidders at an auction?

7. Attitude

Is the spirit of the meeting one of doom and gloom or is the group feeling like masters of their own fate, even when times are rough?

These are just seven signs you can observe in only a few minutes that will tell you the level of trust within the group. That trust level is an accurate reflection of the caliber of the leader.

I used to tell people that I could tell the climate of an organization within 30 seconds of watching a meeting. You can actually see it in the body language of the participants. Would you agree with this assessment?

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 bwhipple@leadergrow.com or 585-392-7763.


When You are Thanked, Don’t Say “No Problem”

April 9, 2019

I wrote the core of this article several years ago, and it was so popular that I am dusting it off with some additional information and ideas to enhance the analysis. The article is about the habit of replying “No problem” when someone says “Thank you.”

Pay attention, and you will hear this phrase used very often, especially when people do a service for you. The practice sends a wrong signal, and represents a missed opportunity. Here’s a true story to illustrate why the phrase should be avoided.

My wife and I were out to dinner a while ago and ran into a very personable young waiter named Kyle. This young man was still in college, and he was working to earn money and looking for his future. I really liked this waiter because he made great eye contact, and he was polite but not intrusive.

He had one annoying habit that was a distraction from the otherwise stellar impression that he created, but he was unaware of the habit. Every time he would do something, like refresh my water, I would say, “Thank you,” and he would reply, “No problem.”

For a while I just let it pass and did not think about it, but eventually I recognized that his response was a habit that was undermining his good impression.

The statement “No problem” is really not a bad thing to say, but it does represent a missed opportunity to build rapport and trust with the other person. Reason: the statement does not represent a proactive positive response to gratitude. Instead, it reflects a kind of throw-away line that I, the customer, am not that important to him. The effect is very subtle, so the negative impression is not severe, but a more upbeat response, or at least some variety of responses, would work much better.

A simple “You’re welcome” would be better than “No problem,” but there could be hundreds of more creative and memorable statements the young man could have used that would further entrench the good impression we had of him. Remember, he has plenty of time to prepare creative comebacks because he pours water for people every day.

For example, in response to “thank you” after he poured the water, he might have said, “We double-filter all of our water before we serve it to our guests.” He could have blown me away with a statement like, “We never serve water that is warmer than 47 degrees. Depending on the customer, some levity might be fun:  “It is for your protection, sir.  In this restaurant, an empty water glass makes the sprinklers go off.”

Another tack might be to demonstrate respect by responding, “I am honored,” or “It’s my pleasure to be of service.” One reader (Timothy Burchfield) commented on my prior article that his employer, Horst Schulze of The Ritz-Carlton, insists that team members use the phrase “My Pleasure.”  I love the Ritz Carlton vision: “The Ritz-Carlton inspires life’s most meaningful journeys,” and their motto: “We are Ladies and Gentlemen serving Ladies and Gentlemen.”  It has the true ring of respect.

The response of “no problem” also effectively closes the exchange and stops conversation. It may be possible to continue the exchange by asking an open ended question when presented with “Thank you.” For example, suppose the waiter had said, “This is special spring water; isn’t it the best tasting water you’ve had for a long time?” That would be a great way to not only differentiate the waiter but also the establishment.

The young waiter had to realize that he was serving expensive food to people who could afford it, so every night he was making impressions on people who could potentially influence his life. He was missing some valuable opportunities. I took the time to compliment Kyle on his demeanor and give him some coaching on his habitual response to gratitude. He got the message and was truly thankful for it because he had never given the matter any thought. It was just something he was used to saying.

You may have the same habit or know someone else who does. The response to a “Thank you” should be thought of as a great opportunity to differentiate yourself from the pack, whether you are in a customer service occupation or not. Don’t waste the opportunity with a throw-away line like, “No problem.”

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, Leading with Trust is Like Sailing Downwind, and Trust in Transition: Leading Effective Organizational Change. 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, bwhipple@leadergrow.com or 585.392.7763


Body Language 22 The Forehead

April 6, 2019

The forehead is an interesting area of body language. This area of the body is not as expressive as the eyes or mouth, and yet knowing how to interpret certain signals can be very helpful when you are trying to piece together a cluster of gestures into a strong signal.

A wrinkled forehead is always seen in conjunction with raised eyebrows. If you try to wrinkle your forehead without raising your eyebrows, you will see it is difficult or impossible to do. The normal interpretation of wrinkled forehead is surprise or skepticism. It is physically possible to wrinkle only one side of the forehead, but it takes so much effort that you rarely see that gesture. However, just as it is possible to lift one eyebrow more than the other, so too is it possible to have more wrinkles on one side of the face.

To catch the proper interpretation of a raised forehead, look at the mouth. If the mouth is wide open in the shape of an “O” then you can be sure the forehead is signaling surprise. If the lips are pursed or clenched, then the forehead is projecting skepticism or anger.

Hitting the forehead with open palm usually is a sign of exasperation, normally with one’s self. The gesture means “how stupid of me,” or “how could I have missed that before?” This gesture is the subtle form of banging your head against the wall to knock some sense into it.

The forehead is often the first visible area of the body that sweats when a person is overwrought, worried, or otherwise overheated. In negotiations, I used to watch my opponent for tiny beads of sweat on the forehead. It was one indication the other party was under stress and ready to make a concession.

Some hair styles for both women and men obscure the forehead from view. If a person’s bangs hang down to the tops of the eyebrows, you are not going to read forehead signals. You can infer a raised forehead when the bottom of the bangs is lowered into the region of the pupils.

Touching the forehead with the tips of the fingers can have two different meanings depending on the position of the hand. If the hand is straight and the index finger touches the forehead, it is a greeting sign, like a salute. If the first three fingers touch the forehead at the same time, It means the person is in deep thought. This gesture is often accompanied by closed eyes in an attempt to shut out distracting sights.

Rubbing of the forehead or temples is a sign of a person in deep thought. Generally the person’s thumb will be planted on one side of the forehead and the other fingers will slide back and forth in a linear or circular pattern. This person wants to be left alone to work on his or her problem.

The forehead is but one of the countless signals in body language. The important skill is to be able to piece together a mosaic of the many different parts of the face and body to come up with an accurate way to figure out the true meaning. The more you can practice this skill the more adept you will be at being able to read others accurately.

This is a part in a series of articles on “Body Language.” The entire series can be viewed on https://www.leadergrow.com/articles/categories/35-body-language or on this blog.

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, bwhipple@leadergrow.com or 585.392.7763


The Benefits of a High Trust Environment

March 26, 2019

The advantages of working in a high trust environment are evident to everyone from the CEO to the shop floor, from suppliers to customers, and even the competition. Building and maintaining trust within any organization pays off with many benefits.

Here are 12 benefits of working in a high trust culture:

1. Problems are easier to solve – because the energy is on the real problem, and people are not afraid to suggest creative solutions.
2. Focus is on the mission – rather than interpersonal protection.
3. Efficient Communication – less need to “spin” information.
4. Less unrest – little need for damage control.
5. Passion for the work – that is obvious to customers.
6. A real environment – no need to play head games.
7. People respect each other – less bickering and wasting time.
8. Fewer distractions – things get done right the first time.
9. Leaders allowed to be human – can make a mistake and not get derailed.
10. Developing people – emphasis on being the best possible.
11. Reinforcement works better – because it is not perceived as manipulative.
12. People enjoy work – the atmosphere is light and sometimes even fun.

With advantages like these, it is not hard to figure out why high trust groups out perform low trust organizations dramatically. There have been many studies that indicate the leverage you get with a high trust group over a low trust one is at least three times. That is why it is common for groups to more than double productivity in less that a year if the leaders know how to build trust.

There are dozens of leadership behaviors that will develop higher trust. An example would be to do what you say (“walk your talk”). I believe the most powerful leadership behavior that will develop higher trust is to create a safe environment. My quote for this phenomenon is “The absence of fear is the incubator of trust.”

Creating a culture of low fear is not rocket science at all. Leaders simply need to make people understand that they will not be put down for sharing their opinions as long as it is done in an appropriate way and time. I call this action “reinforcing candor,” because the person needs to feel welcome to share a contrary view without fear. Leaders who can accomplish this kind of culture will have the advantages listed above.
Work to consistently build, maintain, and repair trust in your organization. I believe the leverage in doing so is the most significant path to greatness in any organization.

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.TheTrust 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, bwhipple@leadergrow.com or 585.392.7763


The Link Between Trust and Motivation

March 19, 2019

How many times a week do you hear leaders say, “We’ve got to motivate our people?” Those words and the actions they generate seldom lead to a sustained improvement in motivation. The above phrase is one of the most common phrases leaders or managers use every day. So what’s wrong with it?

Lack of Understanding

The phrase shows a lack of understanding about what motivation is and how it is achieved. Leaders make a mistake when they use perks to increase motivation by making people happier, like handing out free candy. They put a manipulative spin on the subject of motivation that backfires for several reasons:

1. Historical Research

The notion that improving things in the workplace will somehow make people more motivated is flawed. Over 50 years ago, Frederick Herzberg taught us that increasing the so-called “hygiene factors”  (read that more candy) is a good way to reduce dissatisfaction in the workplace, but a poor way to increase motivation.

Why? – because things like picnics, pizza parties, hat days, bonuses, new furniture, etc. often help people become happier, but they do little to impact the reason they are motivated to do their best work. That impetus comes from a different source.

2. Less is More

It is imagined that heaping nice things on top of people it will improve their attitude leading to higher motivation. The only lasting way to improve attitude is to build a better culture.

3. Bribery is not Motivation

It is difficult to motivate another person. You can scare a person into compliance, but that’s not motivation, it is fear. You can bribe a person into feeling happy, but that’s not motivation it is temporary euphoria that is quickly replaced by a “what have you done for me lately” mentality.

4. Motivation is a Personal Choice

Individuals will gladly accept any kind of freebie the boss is willing to grant, but the reason they go the extra mile is a personal choice based on the level of motivational factors, not the size of the goodie bag.

5. Focus on a Better Culture

Smart leaders focus on the culture first. They seek to build an environment of TRUST and improve the motivating factors, such as authority, reinforcement, growth, and responsibility. With these precursors, motivation within people will grow. It will be enhanced if some nice perks are added, but the perks alone do not create motivation.

Why do I make this distinction? I believe motivation comes from within each of us. As a manager or leader, I do not believe you or anyone else can motivate other people. What you can do is create a process or culture whereby employees will decide to become motivated to perform at peak levels.

6. Don’t use the Word Motivate as a Verb

How can you tell when a leader has the wrong attitude about motivation? A clear signal is when the word “motivate” is used as a verb – for example, “Let’s see if we can motivate the team by offering a bonus.” It is as if “motivate” is something a leader can “do to” the workers.

If you seek to change other people’s attitude about their relationship to work with goodies, you are going to be disappointed frequently. Using the word “motivation” as a noun usually shows a better understanding – “Let’s increase the motivation in our workforce by giving the team more responsibility to make its own decisions.”

What an Environment of TRUST Feels Like

The way to create the best environment for personal motivation to grow is to create a culture of TRUST and affection within the organization. Doing this helps people become motivated because:

• They feel a part of a winning team and do not want to let the team down. Being a winner is fun.

• They feel both intrinsic and extrinsic rewards when they are doing their best work.

• They appreciate their co-workers and seek ways to help them physically and emotionally.

• They understand the goals of the organization and are personally committed to help as much as they can in the pursuit of the goals because they know that when the organization does better, they do better personally.

• They truly enjoy the social interactions with people they work with. They feel that going to work is a little like going bowling, except the physical work is different. They are distributing computers instead of rolling a ball at wooden pins.

• They deeply respect their leaders and want them to be successful.

• They feel like they are part owners of the company and want it to succeed. By doing so, they bring success to themselves and their friends at work.

• They feel recognized for their many contributions and feel wonderful about that. If there is a picnic or a cash bonus, that is just the icing on the cake – not the cake itself.

An organization where all people are pursuing a common vision in an environment of trust has a sustainable competitive advantage due to high employee motivation. How do you achieve that kind of culture?

Tips to Achieve higher Trust

Building a culture of high trust requires that leaders stop trying to manipulate people and build a real environment. Excellent leaders create a solid framework of values, vision, mission, behaviors, and strategy.

The key to building trust is to allow people to point out seemingly incongruent behavior on the part of the leader without fear of reprisal. This requires leaders to suppress their ego needs to be right all the time and acknowledge their fallibility.

When people are reinforced for voicing their truth, even if it is uncomfortable for the boss, trust will grow. The quote I use to emphasize this is “The absence of fear is the incubator of trust.”

With this approach you have a powerful correcting force when people believe things aren’t right. If something is out of line, they will tell you, enabling modification before much damage is done. Now you have an environment where honest feelings are shared and there are no large trust issues. People in your organization will instinctively choose to become more motivated because they are working in the right kind of atmosphere.

Achieving a state where all people are fully engaged is a large undertaking. It requires tremendous focus and leadership to achieve. It cannot be something you do on Tuesday afternoons when you have special meetings, or by holding employee picnics. Consistently build higher trust by reinforcing people when they express themselves and you will experience higher and sustained motivation.

 

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 www.Leadergrow.com, bwhipple@leadergrow.com or 585.392.7763


Three Tricky Questions About Trust

January 4, 2019

I am intentionally breaking into my series on Body Language to write about my core material on trust because a new Podcast Interview has just been released that contains some vital information about trust. The interview is with Andrew Brady, CEO of the XLR8 Team and author of an upcoming book, “For the ƎVO⅃ution of Business.”

In my leadership classes, I often like to pose 3 challenging questions about the nature of trust.

As people grapple with the questions, it helps them sort out for themselves a deeper meaning of the words and how they might be applied in their own world. The three questions are:

 

• What is the relationship between trust and vulnerability?
• Can you trust someone you fear?
• Can you respect someone you do not trust, and can you trust someone you do not respect?

I have spent a lot of time bouncing these questions around in my head. I am not convinced that I have found the correct answers (or even that correct answers exist). I have had to clarify in my own mind the exact meanings of the words trust, vulnerability, fear, and respect.

Before you read this article further, stop here and ponder the three questions for yourself. See if you can come to some answers that might be operational for you.

Thinking about these concepts, makes them become more powerful for us. I urge you to pose the three questions (without giving your own answers) to people in your work group. Then have a quality discussion about the possible answers. You will find it is a refreshing and deep conversation to have.
Here are my answers (subject to change in the future as I grow in understanding):

1. What is the relationship between trust and vulnerability?

Trust implies vulnerability. When you trust another person, there is always a chance that the person will disappoint you. Ironically, it is the extension of your trust that drives a reciprocal enhancement of the other person’s trust in you. If you are a leader and you want people in your organization to trust you more, one way to achieve that is to show more trust in them.

That is a very challenging concept for many managers and leaders. They sincerely want to gain more trust, but find it hard to extend higher trust to others. As Abraham Lincoln once said, “It is better to trust and be disappointed every once in a while than to not trust and be miserable all the time.”

2. Can you trust someone you fear?

Fear and trust are nearly opposites. I believe trust cannot kindle in an organization when there is fear, so one way to gain more trust is to create an environment with less fear. In the vast majority of cases, trust and lack of fear go together.

The question I posed is whether trust and fear can ever exist at the same time. I think it is possible to trust someone you fear. That thought is derived from how I define trust.

My favorite definition is that if I trust you, I believe you will always do what you believe is in my best interest – even if I don’t appreciate it at the time. Based on that logic, I can trust someone even if I am afraid of what she might do as long as I believe she is acting in my best interest.

For example, I may be afraid of my boss because I believe she is going to give me a demotion and suggest I get some training on how to get along with people better. I am afraid of her because of the action she will take, while on some level I am trusting her to do what she believes is right for me.

Let’s look at another example. Suppose your supervisor is a bully who yells at people when they do not do things to his standards. You do not appreciate the abuse and are fearful every time you interact with him. You do trust him because he has kept the company afloat during some difficult times and has never missed a payroll, but you do not like his tactics.

3. Can you respect someone you do not trust & can you trust someone you do not respect?

This one gets pretty complicated. In most situations trust and respect go hand in hand. That is easy to explain and understand. But is it possible to conjure up a situation where you can respect someone you do not yet trust? Sure, we do this all the time.

We respect people for the things they have achieved or the position they have reached. We respect many people we have not even met. For example, I respect Nelson Mandela, but I have no basis yet to trust him, even though I have a predisposition to trust him based on his reputation.

Another example is a new boss. I respect her for the position and the ability to hold a job that has the power to offer me employment. I probably do not trust her immediately. I will wait to see if my respect forms the foundation on which trust grows based on her actions over time.

If someone has let me down in the past, and I have lost respect for that person, then there is no basis for trust at all. This goes to the second part of the question: Can you trust someone you do not respect?

I find it difficult to think of a single example where I can trust someone that I do not respect. That is because respect is the basis on which trust is built. If I do not respect an individual, I believe it is impossible for me to trust her. Therefore, respect becomes an enabler of trust, and trust is the higher order phenomenon. You first have to respect a person, then go to work on building trust.

People use the words trust, fear, respect, and vulnerability freely every day. It is rare that they stop and think about the relationships between the concepts. Thinking about and discussing these ideas ensures that communication has a common ground for understanding, so take some time in your work group to wrestle with these questions.

I welcome dissenting opinions on my thoughts here because I am eager to learn other ways of thinking about trust.

Bob Whipple is CEO of Leadergrow, Inc. an organization dedicated to growing leaders. He can be reached at bwhipple@leadergrow.com 585-392-7763. Website http://www.leadergrow.com BLOG http://www.thetrustambassador.com He is author of the following books: The Trust Factor: Advanced Leadership for Professionals, Understanding E-Body Language: Building Trust Online, Leading with Trust is Like Sailing Downwind, and Trust in Transition: Navigating Organizational Change.