Trust Matters, The Podcast: How to Establish Trust When Managing a New Team (Episode 8)

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Sex, Lies and Memory. And Trust.

She says he sexually assaulted her. He categorically denies it.

Surely one of them must be lying, and a Senate hearing is the right place to get to the bottom of it.

NOT.

I don’t usually write about current events, but sometimes a teachable moment arises that just begs to be waded into. So here we go.

Memory

Malcolm Gladwell’s Revisionist History podcast has two episodes (three and four, season 3) devoted to the issue of memory. His starting point is the memory that both he and a NYC neighbor have about their interactions on the morning of 9/11.

Both are utterly confident about their detailed recall: and yet each is at complete odds with the other. Clearly they cannot both be right. Clearly one must be lying – right? Yet each vehemently denies it.

Now let’s imagine two people trying to recall traumatic events of 30 years ago, when both were in their teens. One may have been very drunk, and may have behaved very badly toward the other. Or maybe not.

  • Is it possible that the accused acted so far out of character in his drunkenness that his unconscious blotted out the memory? (Not to mention plain old drunken blackout effects).
  • Is it possible that the accuser felt so traumatized by some event that her unconscious, talking to no one else over the years, scrambled dates, names, and even events?
  • What are the odds that either party has crystal-clear memories of what transpired at a teen-age party three decades ago? Is it possible that each might have subtly and unconsciously rewritten history just a tad?

Not only is it possible, it’s downright likely. Human memory is far from the tabula rasa we like to believe. The boundaries and limitations of eyewitnesses and their memory have been well discussed in the law.

A Tale of Plagiarism

I faced this myself. Years ago, in the midst presenting some material to a faculty at a well-respected US University, I was publicly and dramatically accused of plagiarism.

I was astonished, outraged, and indignant. I had done no such thing! The audience was entirely on my side, embarrassed on my behalf for the rudeness of the accuser.

Yet in the following four hours, doubt began to seep in. I slowly peeked back into the past, and realized that in fact I had taken some material, used it, and somewhere along the line forgotten to include the original citation. My accuser was right – to my horror!

By the end of the day, I publicly apologized to my hosts, and to the accuser.

I felt bewildered: what was happening to my memory, my ethics – my sanity.

But I have since learned that Malcolm Gladwell was right. Memories are very tricky things.

It is not at all impossible to believe that both Kavanaugh and Ford are utterly sincere. It is extremely unlikely, in my opinion, that one of them is “lying,” in the sense that we usually mean.

And yet, we are about to play out in public what is billed as a morality tale – but what is really a humanity tale.

The Court of Binary Opinion

A public senate hearing is about the worst place to find “the truth” about what happened. It is high stakes; it is being proposed in very little time; the pressure is enormous; it is as public as can be; there has been almost no investigatory work done. And yet it appears we’re about to pit one fallible human’s memory against another – ostensibly in the search for “truth.” What a débâcle.

Why is such a polarizing event about to take place? In one way, it fits with the increasing narrative of us-vs-them politics of division that is overwhelming us.

In Jonathan Haidt’s new and excellent book, The Coddling of the American Mind, he and co-author Greg Lukianoff identify three Great Untruths. One of them is “We are Right, and They are Wrong.”

Polarization, tribalism, victimhood and blamethrowing are all the death of a reasoned democracy. This event – billed by each side as The Truth vs. The Liar – can serve no good purpose, but will be one more false binary division of good people.

What can you do? Don’t get sucked in. Recognize that memory is fickle, that people are not all good or all evil, that “the truth” is rarely black and white. Most of all, don’t view the political theater about to be served up as a morality play, but rather as a sad example of our failure to see people as human, and to deal with them in human-respecting ways.

 

 

Trust Matters, The Podcast: How to Present Choices to Clients (Episode 7)

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To Live Outside the Law You Must be Honest

Bob Dylan long ago surpassed his namesake Dylan Thomas in fame. His lyrics grace the lists of most popular lyrics of all time; my favorite is “the ghost of electricity howls in the bones of her face…” from Visions of Johanna.

Some lines are more than just poetically evocative – they also hint at serious truths. One such line is this: “To live outside the law, you must be honest.” The lyric is from Absolutely Sweet Marie, from (IMHO) his greatest album, Blonde on Blonde, recorded in New York and Nashville in 1966. As with all Dylan songs, who knows what the artist meant – he’s not talking – but here’s my take.

It’s easy to color within the lines. It’s easy to paint by numbers, fill in the check boxes, meet the specs and follow the regulations. In short, to follow the law. But when it comes to issues like trust and ethics, balancing social responsibility and profits, navigating between government demands and consumer demands – it’s not enough.

It’s tempting, taunting, tantalizing, to look to the law (or corporate guidelines, or regulations) for guidance when faced with a difficult issue in client relationships, customer satisfaction, taking responsibility, or ethical issues. It’s also a copout.

Such issues demand a higher order of resolution. When faced with a client demanding to know the truth about some matter, how much truth do you share? The ‘law’ will clearly tell you what truths not to tell; and if you want to argue from omission, what truths are therefore not restrained. But your client – or your constituencies, or your legacy – isn’t going to be satisfied, in part because all you’re doing is citing ‘the law;’ you’re not taking any responsibility.

Being Honest, Being Principled

In this situation, I’m equating “be honest” with “be principled.” Principles apply to more than just honesty, but honesty will do fine as a stand-in for other principles. The point is – you’d better have something more than chapter and verse at hand to satisfy a demand for trust or fairness, whether from clients, employees or society at large. The statement “but it was legal” doesn’t cut any mustard in the higher courts of human interaction.

If you’re looking to be trusted, compliance is de minimis; by itself,  even inflammatory. “Sorry, that’s the law” is only slightly more satisfying than “Sorry, that’s our policy,” or, “Sorry, that’s not how we do things around here.”

Instead, you need principles – rooted in human nature and human relationships. Principles like service to others, or collaboration, or transparency, or don’t treat others as means to your ends. It’s principles like these that provide better guidance to tough decisions. (It’s also principles, that in the long run, must undergird the law itself for the law to be seen as legitimate.)

Living Outside the Law

To “live outside the law” doesn’t mean you’re a criminal – but in Dylan’s meaning, it does mean you’re an outlaw. You operate in part outside the narrow proscriptions of the law; you find affirmation by others of your actions by grounding them in broader principles.

That’s ultimately what makes others trust you. We live our daily lives by universal principles that others recognize as legitimate as well. We don’t trust people whose ‘ethics’ amount to rote checkbox compliance. We trust those who come from someplace deep, a place where connection to others and relationships with them are bedrock. People who feel their principles and are confident enough in them to re-compute them in every situation, as if for the first time.

If you’re going to live outside the law – and you should – you’d best be honest.

Trust Matters, The Podcast: How to Manage an Untrustworthy Client (Episode 5)

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How the Best Leaders Build Trust

The following is a guest blogpost by Rick Lepsinger of OnPoint Consulting. You can connect with Rick directly at rlepsinger@onpointconsultingllc.com.  

Several years ago, tech giant Google set out on an ambitious research quest to build the perfect team. The project examined a host of factors, including team composition, management style, and task management, poring through a mountain of quantitative and qualitative data over the course of several years to identify what factors made teams successful. When the study concluded, the final results were actually quite simple.

What mattered most to a team’s success wasn’t how it was put together, how it carried out its tasks, or how quickly it worked. Instead, it came down to a single word:

Trust.

Teams in which members trusted one another were far more likely to take risks, ask questions, admit mistakes, and offer new ideas than teams with low levels of trust. Intuitively, this should not have come as a surprise. People feel more secure when they trust those around them, which allows them to focus their energy on the tasks at hand rather than constantly assessing where they stand with others.

In today’s team-driven business world, building a culture based on trust is one of the most important responsibilities facing leaders in all types of organizations. While companies may go to great lengths to establish a culture that encourages trust, it falls upon individual leaders to follow through with those intentions and bring that level of trust to their teams.

In order to build trust strong enough to endure, leaders must first understand the essential elements of trust and recognize how they relate to one another. One way to think about the essential elements is to use the Trust Equation, as put forth in the book The Trusted Advisor.

Credibility

It’s difficult for a leader to build trust if they don’t have a proven track record of achieving results and demonstrating their expertise. Team members need to see their leader as a credible source of authority and information. If they don’t, they may second-guess decisions or become disengaged from the rest of the team.

Establishing credibility takes time and effort. Team members often need to see that someone knows what they’re talking about before they can place their trust in them. Leaders can, however, take a number of actions in their day-to-day dealings to improve their credibility. Avoiding exaggerations, answering direct questions with direct answers, and offering viable solutions to problems will help demonstrate to team members that they’re committed to being truthful and focusing on measurable results.

The best path to earning credibility is through building relationships with team members over time. Establishing a reputation for honesty by encouraging transparency and admitting when they don’t know something allows leaders to show they’re committed to the team’s success and not out to bolster their own reputations.

Team members need to trust that leaders stand behind what they say and do. They should not selectively disclose information or only emphasize positives while downplaying negatives. Should leaders lose that reputation for truthfulness, they run the risk of being seen as self-serving, manipulative, or unconcerned for their team’s success.

Reliability

If leaders need credibility coming into a team environment, they must show that people can count on them to follow through on their word if they want to succeed in the long term. Unreliable leaders who make big promises but seldom act on them will quickly lose whatever trust they’ve built. Team members need to know that their leader will be there for them and will keep whatever promises they’ve made.

While it’s easy to think of reliability only in terms of tasks and official responsibilities, it can extend to interpersonal dealings as well. A leader who always does their job can still lose the team’s trust if they make a habit of brushing off commitments and not following through on smaller issues on a regular basis.

Reliability needs to be established over time, but it can often go unnoticed if leaders don’t make the work they’re doing visible to others. Regular communication and transparency are extremely valuable in building a reputation for reliability. Clarifying roles within the team also helps to establish accountability by making it clear who is responsible for which tasks.

Intimacy

By this point, it should be clear that building trust is about establishing relationships. Intimacy, or the act of communicating and empathizing with others on a personal level, is a crucial part of this process. Regardless of their position within an organization, people want to know that they (and their work) are valued. Leaders must find ways to create connections with their team members that allow them to provide the professional and emotional support they need.

Team members also need to trust leaders to be discreet with the information and issues they share with them. This is particularly important for conflict resolution and internal feedback. If employees don’t trust leaders to show consideration in handling that information, they’ll be less likely to share it in the first place, which can only make existing problems worse over time.

Building healthy intimacy in a team environment requires a great deal of effort. Team-building activities that allow people to get to know one another outside the context of work are an effective method for deepening interpersonal relationships. Leaders can also set aside time to talk to team members regularly, allowing them to voice concerns or share their thoughts. This accessibility gives leaders an opportunity to demonstrate empathy and address issues before they become problematic.

Setting up internal community pages, social media groups, or message boards can help employees connect with one another in ways that go beyond their work responsibilities. Building these connections makes it easier for them to trust one another in difficult times because they can see what they have in common.

Self-Orientation

Good leadership often requires an individual to put the interests of others first. Leaders therefore need to be aware of whose interests are motivating their decisions and actions. A leader who constantly does things to make themselves look good, such as taking credit for the team’s work or asserting themselves purely to show off their expertise, will very quickly erode whatever trust they’ve built with their team.

Self-orientation can also impact the perception of credibility and reliability.  A manager with extensive knowledge and a proven track record for success might normally be seen as credible, but if their actions suggest that they care more about furthering themselves at the expense of others, they will find it difficult to leverage that experience with their teams. This kind of self-serving behavior also makes it harder for people to see them as reliable. It’s difficult to count on someone who has a reputation for only being out for themselves.

Anyone in a leadership position is going to have their actions closely scrutinized. Leaders must be sure to take their team members into consideration whenever they make decisions. Here again, communication is vital. People are better able to accept decisions when they know their opinions or concerns were genuinely heard and considered.

Identifying Trust Issues

As Tolstoy famously observed, “Happy families are all alike; every unhappy family is unhappy in its own way.” The same can be applied to successful teams and failing teams, especially when it comes to trust. Effective teams may be structured differently, but they all exhibit the same fundamental elements of trust. Ineffective or dysfunctional teams, however, can take a number of forms, depending upon the root causes of distrust.

Many factors can make it difficult to establish trust or undermine it over time. One of the biggest warning signs of trust issues is deflection of responsibility. When no one accepts accountability for their actions, they’re sending a message that they don’t care about anyone but themselves. While this is bad enough from team members, it is absolutely toxic when the leader refuses to take responsibility because it makes trust almost impossible to establish.

Dysfunctional teams might also be riven by harmful gossip and backstabbing. Without proper intimacy and self-orientation, team members assume the worst from one another and question the intentions behind every action and behavior. Even worse, they rarely direct their criticisms at the person they’re upset with, instead sharing their negative thoughts with coworkers and undermining whatever sense of camaraderie might have existed on the team. When leaders speak ill of someone, other team members begin to wonder what might be said about them when they’re not around.

Healthy, effective teams thrive on interpersonal interactions. When team members stop relating to one another on a personal level, keeping all conversations to “strictly business,” deeper trust issues might well be at work. Effective communication requires a level of comfort. If team members aren’t comfortable communicating with each other, then they’re also likely to find it difficult working together in general. When leaders become distant and aloof, employees may begin to question their intentions or true goals.

While healthy teams celebrate wins as a group, dysfunctional teams often break down into a collection of individuals bent on pursuing their own goals. Rather than focusing on how to make the team succeed, a team member might instead focus on how to make themselves look good regardless of the team’s outcome. Leaders who become caught up in pursuing their own goals will quickly lose their team’s trust. Even worse, this behavior could very well encourage people to “save themselves” by focusing on avoiding responsibility for the team’s failures.

Establishing trust is one of the most vital tasks facing any leader in a team environment. While the talent of individual team members is obviously important, much of that talent will go to waste if the team is rendered dysfunctional by a lack of trust. Leaders must find effective strategies that leverage their credibility and reliability to facilitate better, more authentic communication. By establishing closer connections based on intimacy and proper self-orientation, leaders can avoid the damaging effects of losing trust within their teams.  

Trust Matters, The Podcast: Stepping Up To The C-Suite Client (Episode 4)

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The Degradation of Trust in Marketing

 

Think for a minute about the relationship between words and reality. In theory, we use words to describe reality. In practice, it goes the other way too. The words we use first affect our perceptions of reality, and then – through acting on our perceptions – reality itself.

Propaganda is the obvious example. But there’s a creeping, more insidious form of reality-distortion that has been playing out in the field of marketing in recent years.

Let me hone in on just three words: Content, customer, and relationship.

Ripped from the Headlines

Before and after AT&T’s recent US District Court victory in its pursuit of acquiring Time Warner, CEO Randall Stephenson stated on several occasions (e.g. here and here) the strategic rationale for the deal, basically:

We have direct relationships with over 120 million customers; data analytics allow us to match them to their preferred content, allowing maximum monetization.

I picked this example precisely for its banality. There is nothing incomprehensible about this statement; nothing logically or strategically wrong with it in business terms. We all understand what Stephenson means.

And yet – this statement, had it been made just 10 years ago, would have meant something entirely different. In fact, I’m not sure it would have been even comprehensible. That’s how far we have moved in terms of the meaning of words.

Content. Thanks to the cool Google Trends tool, I can tell you that interest in the  phrase “content marketing” as a search term grew by 1,400% in the 8 years from July 2000 to now.  With that growth came a change in meaning.

Way back then – ten years ago or so – the dictionary definition of ‘content’ was: “the substance or material dealt with in a speech, literary work, etc., as distinct from its form or style.” Synonyms included “subject matter, subject, theme, argument, thesis, message, thrust, substance, matter, material, text, ideas.”

That definition is now woefully out of date. Here’s how Wikipedia talks about content marketing:

“Digital content marketing, which is a management process, uses digital products through different electronic channels to identify, forecast and satisfy the necessity of the customers. It must be consistently maintained to preserve or change the behavior of customers.”

Today’s “content” (new meaning) is literally “content-free” (old meaning). (See how hard it is to talk about this stuff?).  The relevance – and even the substance – of today’s “content” lies solely in its ability to generate changes in behavior.

“Content” no longer means “the substance or material dealt with…as distinct from its form or style.” Instead, it is precisely the ‘form or style’ that has become the arbiter of quality. If they click on it, it’s good quality; if not, it’s bad content.

Anecdote. I get about two inquiries per week from “marketers” offering to write “content” for this blog, including clickable links, for which they offer to pay me.  About two thirds of them literally have spelling or grammatical errors in their (vastly impersonal) emails. Such a low bar, and yet the majority fail.

I invite the minority who can hurdle that low bar to feel free to take a shot, but that they actually have to demonstrate some knowledge of the subject of trust.

Most of them take me up on the offer to send a sample – and every single time, the drivel they send is massively content-free (old definition). It is banal, un-insightful, trivial, showing no interest in the subject matter –  little more than clickbait, cadged from other people’s “content.”

The word “content” has been stripped and flipped. Not only does it no longer mean what it meant – in the case of “content,” it has arguably come to mean the opposite – what we might have called “content-free” in another era.

Customer. This word grew only 300% in relevant Google search interest in the last decade. In the same time period, the word “consumer” actually declined by 50%. I’d like to suggest that today’s “customer” is what we used to mean by “consumer.”

Merriam Webster defines the difference thusly:

Customer: An individual usually having some specified distinctive trait: “a real tough customer”

Consumer: One that utilizes economic goods: “Many consumers make purchases on the internet”

In other words, one is an individual, a person, a human. The other is an abstraction, a datapoint, a statistically refined category.

Back in the 1990s, Martha Rogers and Don Peppers foresaw a brave new world of “One to One Marketing,” in which an organization fine-tuned its responses to address the unique needs of customers, ultimately at the individual level. They talked about “Interacting with customers” individually through “mail, phone, or online communication.”

Let me ask you: If you’re one of Randall Stephenson’s 120 million “customers,” have you recently tried “interacting” with AT&T through “mail, phone, or online communication?” Do you feel like an “individual?” Or like one of many ‘consumers?’

The word “customer” – just like “content” – has been stripped of its common meaning of only a decade ago. It has become bloodless and transactional. [Note: there’s a lot to like about this: I assure you I love buying online and having interconnected CRMs that learn my desires. But I don’t confuse it with having a ‘relationship.’]

Relationship. Google Trends tells us that the popularity of “relationship” as a search term has roughly doubled in the last decade. The Cambridge dictionary suggests “a relationship is the way two or more people are connected, or the way they behavior toward each other….A relationship is also a close romantic relationship between two people.”

That is so last decade.

For Randall Stephenson (and I’m not picking on him alone, it’s true for any BigCo these days), a “relationship” means a billing relationship, i.e. we send them invoices and they interact with our billing system, in accordance with complex fine-print clauses contained in contracts.

Or it can mean “Amazon may want to construct a more seamless relationship with its millions of customers.” Hmmm…ever tried to talk to an Amazonian?

A “relationship” is at the heart of CRM software, the “single largest area of spending in enterprise software” by 2021. Yet said “relationship” is conspicuously devoid of much in the way of interpersonal connection, the essence of the old definition of relationship.

Adding It All Up.

I didn’t call out Stephenson’s last word: monetization. But it speaks volumes for itself.

For all too many companies, monetization has become the goal, the objective, the point. And if your goal is simply and solely to monetize the customer-content relationship, you will end up cheapening the relationship – precisely the opposite result of what (supposedly) was intended. This is no different from shareholder-wealth-maximizing companies of the ’80s. Treating profits as goals rather than outcomes not only ruins relationships, but ultimately ruins profits as well.

Listen, I’m not trying to make a Luddite case. I am all in favor of most things tech and business. I’m trying to point out, however, that when we subconsciously appropriate old words for new realities – and fail to notice the shift – we end up adrift.

Is it any wonder we hear so much about declining customer loyalty? Unfulfilled young people’s real-world relationships? Angst, anomie and anger in social interactions? Reversion to tribal political connections? Lowered institutional trust ratings?

Part of the answer, I believe, is that in our haste for the brave new world, we neglected to provide names for some of the old virtues and values. Yet without names, we can’t talk about them.  And if we can’t talk about them, we forget them, and create a reality devoid of those same virtues and values.

Words – or their absence – really do affect the world we live in.

 

Tackling Trust in the Tech Sector

(I’m attending #CODECON this week). Trust in digital technology is a nascent hot issue. The headlines are a target-rich environment for emerging trust issues: from GDPR to autonomous vehicles to fake news to ad tech to AI to cyber-hacking. Tech leadership is scrambling to stay out in front of the EEC, the Justice Department, and – most of all – public opinion.

Trust is not yet the crippling threat that we see in financials or pharmaceuticals; brands are still strong, the sector is relatively regulation-free, and money is being minted. But the clouds are on the horizon.  According to Edelman PR, “Trust in technology is showing precipitous decline.”  Smart leaders know not to ignore the canaries in the mine.

The usual solutions are – to be kind – all over the map. They include governance, “best practices,” re-skilling, communications efforts, transparency initiatives, compliance programs, and mission statements.

If you feel these “solutions” are all vaguely unsatisfying – you’re right. What they all lack is a fundamental understanding of the basics of corporate trust, as applied to tech.

At the root of it all: people trust people more than organizations.

Trust – the Basics

Consider three basic, commonsensical tenets of trust:

  • Trust is a dynamic relationship between trustor and trustee;
  • Trust is created when a trustor takes a risk, to which the trustee responds (or doesn’t), creating higher levels of trust (or not);
  • The strongest trust is between persons; trust in organizations by contrast is pale, or ‘thin.’

Here are a few counter-intuitive corollaries of those basic principles:

  1. Working directly on the perception of corporate trust – through PR, advertising, reputation management – is pushing on a string. Corporate messaging urging you to trust the corporation is impersonal, viewed skeptically, and weak by nature;
  2. Risk mitigation doesn’t help trust, it destroys it. All trust begins by a trustor taking a risk; no risk, no trust.
  3. The best way to create a trusted organization is to create a Trust-based Organization: one in which all persons are trusting and trusted by all those they encounter, in all their interactions.

The failure of corporations to articulate coherent approaches to trust can be traced to their failure to fully appreciate that trust is primarily personal, that it requires risk, and that it is driven by employees interacting with others based on core trust values.

A positive (or negative) personal interaction with a Lyft driver does more to create (or destroy) trust than a revised TOS agreement, ad, or app feature. Ditto for an Airbnb host, a Google technical service rep, or a Salesforce account exec.  Corporate trust is created by the aggregation of personal interactions at the platform/customer interface.

Trust Basics Applied to Tech

The tech industry, like most, has a few peculiar wrinkles. For one, tech inherently deals with inanimate, impersonal ‘things,” whether that be iPhones or algorithms. It’s an uphill battle to personalize trust.

Another signature trust challenge for tech is scaling. This typically means data capture, digitization, and algorithms-cum-procedures. Trust can also scale – but through values, not algorithms. Corporate trust ultimately rests on personal trust, which rests on personally-demonstrated values:

  • Southwest Airlines’ reputation emerged unscathed from recent disasters that would have sunk United, because its demonstrated emphasis on deeply personal interactions inoculated it against the impersonal “big company” image;
  • Facebook has a great trust advantage in that its core subject is personal relationships. But it gained a reputation as being “creepier” than Google because, once hacked by fake ‘friends’, our sense of personal betrayal is far greater than for a flawed algorithm about buying preferences.

Transparency in tech is big – but often misunderstood. Transparency per se is not key – it’s how open you are about what you’re being transparent about. Ten pages of “disclosed” Terms of Service is like the small print at the end of your bank statement – more a cause for suspicion than a gesture of openness. Tech customers – like all people – will accept a wide range of behaviors as long as they feel you’re being intentionally open about them.

What is To Be Done?

The answer is simple, albeit not easy. Create a Trust-based Organization.

As noted above, that means an organization in which the cultural DNA is rooted in individual relationships, in which people know how to be trusting and trustworthy in all their personal interactions, and in which the organization supports such traits through some specific shared values.

  • Trusting. The key skill of trusting is intelligent risk-taking. This is less about risk-aversion, and more about knowing how to be personally vulnerable and emotionally connected. The skills of empathy, listening and transparency are, to paint with a broad brush, not widely practiced in tech – but they are as key to trust as anywhere else.
  • Trustworthiness. The Trust Equation lists the four factors of personal trustworthiness: (Credibility + Reliability + Intimacy) / Self-orientation. Tech people love the equation-based formulation, but tend to focus overwhelmingly on the two ‘rational’ components of Credibility and Reliability. Yet our research shows that, in fact, the single most powerful factor driving personal trustworthiness is Intimacy. Again, not a core strength in most of tech.
  • Values. The Four Trust Principles – Collaboration, Relationships over transactions, Transparency, and Other-focus – offer a values-based beginning point for cultural transformation. There are many things an organization can do to become trust-based, but chief among them are conscious role-modeling on the part of leadership: in particular, role-modeling of the virtues of trusting and being trustworthy.

(It’s worth noting that the traditional tools of change management – metrics, KSFs, incentives – are not only not very helpful in trust, but can even be counter-productive: we don’t trust others if we think they’re incentivized to appear trustworthy just to gain personal advancement).

In sum, people don’t trust YourCo. They trust the people in YourCo, and they do so based on how those people interact with them and with all others.

If you’re serious about improving trust in your company, don’t lead with your communications department – lead with your leaders. Personally.