Organizational Trust Requires Alignment

In previous blogs we have reviewed Stephen M.R. Covey's first two "waves of trust" - self-trust and relationship trust - derived from his ripple effect metaphor of trust. The model which is introduced in Covey's book, The Speed of Trust, suggests that trust is interdependent and flows from the inside out. Covey's third wave of trust is organizational trust. He suggests that the first two waves of trust might be in place, but if the systems and structures of the organization do not promote trust - it may diminish.

If an organization espouses a value for trust, but has highly bureaucratic and controlling systems, policies and processes; the employees will not experience trust. Dissonance is then created between who the organization says it is and what is actually experienced. Leaders rarely look for indicators of trust in their policies, systems, and processes; nor do they often consciously build trust there.

Covey suggests that organizations that are aligned between holding a value for trust and enabling it, will exhibit these behaviors:
1) Information is shared openly
2) Mistakes are tolerated and encouraged as a way of learning
3) The culture is innovative and creative
4) People are loyal to those who are absent
5) People talk straight and confront real issues
6) There is real communication and real collaboration
7) People share credit abundantly
8) There are few "meetings after meetings"
9) Transparency is a practiced value
10) People are candid and authentic
11) There is a high degree of accountability
12) There is a palpable vitality and energy - people can feel the positive momentum

From the above list we can see that trust is an imperative for a healthy organizational culture. Leadership Beyond Limits, LLC offers a tool that will help leaders measure the level of trust in their organization, as well as other values essential to a healthy, productive culture. The values posted on the wall could become a source of little more than amusement, if employees are experiencing something different day-to day.

Enhance Your Leadership - Build Your Trust Account

In my last blog I wrote about Stephen M.R. Covey's book The Speed of Trust, where he refers to five waves of trust. I wrote about the first wave, self-trust and I'd now like reveal the second wave - relationship trust. Covey introduces the concept of "trust accounts" - how we establish and maintain them.

The central premise behind Covey's trust account is that with each interaction we have with another person, we are either building trust, "making a deposit" or destroying trust, "making a withdrawal." The balance in the trust account is a reflection of the current level of trust in the relationship.

Trust is a core element in any relationship and it is essential in effective leadership. Covey offers several observations about trust accounts that leaders will want to consider.

Each trust account is unique. The account you have with your leader may be different from the account you have with your administrative support person. Understanding the nuance of each account allows you to build it more effectively.

All deposits and withdrawals are not created equally. Small oversights or acts of kindness can create a disproportionate impact. Remembering to acknowledge someone's contribution can make a big deposit.

Trust deposits are person specific. This awareness offers another great reason to know followers as individuals.

Withdrawals are typically larger than deposits. A breach of trust from leadership may impact the leader/follower relationship in a more dramatic way than a deposit.

Recognize that each relationship has two trust accounts - yours and the other party's. Understanding what makes a deposit and a withdrawal for the other party is essential. Could there be any better way to build trust than to have a sincere conversation about what constitutes a deposit for the other party?

When you notice a trust account is getting low - address it. Trust can be restored through consisent behavior that makes deposits in another's account.