“Your trust in someone is your belief that they are honest and sincere and will not deliberately do anything to harm you.” (def, Collins English Dictionary)
Unfortunately, with much of the latest news highlighting the immoral and unethical behaviors of some of the most well-respected professionals, the concept of trust comes into question for many. “In the 2017 Edelman Trust Barometer survey, only 37% of global respondents rated CEOs to be sufficiently credible continuing the pattern of low trust in recent years. Another survey, conducted by PWC revealed that 50% of CEOs worldwide consider lack of trust to be a major threat to their organizational growth.
When trust within an organization is lacking, it negatively impacts the morale of employees, their motivation to stay focused on goals, and ultimately the firm’s performance. On the other hand, when trust is developed, leaders will experience a more engaged workforce, a belief in the firm’s strategy, and a team that is more quickly willing to “get on board” and achieve success. A culture of trust is built from the top down. Thus, leaders must consistently demonstrate behaviors that encourage trust across the organization and expect the same from others.
The good news is that TRUST can be developed, and you as a leader, can help to create a lasting culture of trust. The critical behaviors for building trust include:
Honesty: Seems obvious, I know, but there are times when leaders find themselves in situations where they are unsure if being honest is the right thing. They don’t want to hurt someone’s feelings, are hesitant to deliver bad news, or are reluctant to say that they don’t know the answer. Think again! Others need to believe that what you tell them is the truth. Being direct and saying what is real, including “I don’t know, but will get back to you”, or “right now this is all I can share with you”, or giving difficult feedback, demonstrates integrity – and this helps to build a leader’s character. By being honest, you in turn encourage others to do the same, and make them feel it’s safe to be upfront and honest with you.
Consistency: Staying on track with what you are trying to achieve (your goals), being “predictable” in your actions, and showing continued support for your people will increase your team’s belief in you. People want to know what they can expect; a sudden
shift in your emotions, frequently changing your mind, or abrupt adjustments to goals will create a feeling of unease. Being consistent helps them to better understand you, the direction you are headed, and your expectations of them as members of the team, increasing the trust they have in you as a leader.
Communication: Share what you know! Be transparent! Explain your vision! Let who you are, where you come from, and what you value come through in your communications. Leaders who communicate clearly and frequently about things happening in the firm, wins and losses, challenges and opportunities, etc., develop a culture of openness, enhanced teamwork and collaboration. This behavior also fosters effective communication with clients – a critical aspect of good client service. I encourage leaders at all levels to be visible, get to know your employees and let them get to know you!
Listening: Listening is a powerful skill. When you listen actively, you gain a clearer understanding of another person’s perspective and knowledge. Encourage others to share ideas and let them know that their opinions matter. Pay careful attention to what they say, as well as what is not being said. Listening fosters trust, respect and openness!
Getting results: Success demonstrates to people that you know what you are doing, are making good decisions, and moving in the right direction. The firm’s success is a direct reflection of the team’s hard work, increasing satisfaction and the belief that they are capable of doing more. In situations that don’t work out as planned, use the experience as a learning opportunity; identify what went well, mistakes, uncontrolled circumstances etc., to facilitate a better outcome in the future.
A culture of trust enhances productivity and improves results. It helps attract the best people. Building this culture can take time – but consistency in your words and actions can make it happen!
