"Trust is the emotional glue that binds followers and leaders together."
- Warren Bennis and Bert Nanus
"If you don't believe in the messenger, you won't believe the message."
- James Kouzes and Barry Posner
I see it all the time - leaders who blame followers for breakdowns in the organization. I often hear complaints like these:
- "If those people would just do what I tell them."
- "You just can't find good workers today."
- "Why won't these people get onboard with what needs to be done?"
- "Why do they complain all the time?"
Each of these leadership laments focuses on what's wrong with the follower. Each concern excludes leadership responsibility as a source of or contributor to the breakdown.
I see employees who won't do what needs to be done, or, at best, perform at a bare minimum level. I see team members who drag their feet on new procedures or work practices. I see workers who do just enough to get by.
I see these behaviors and I ask myself - what's the problem?
When I get the opportunity to discuss the issue, I usually hear at least some component of violated trust. I hear people say that they want to perform at a higher level, but they don't trust that they will be recognized or rewarded. I hear people concerned that they'll be penalized if they speak the truth and identify the real problems in the organization. I hear people who have been beaten-up by current or previous leadership. All signs of violated trust.
Creating an environment of trust is a tricky issue. People carry past hurts with them. Some people expect more from their leaders than they are willing to give themselves. Leaders do things that unintentionally confuse or scare people. Some people just don't want to trust organizational leaders. But, regardless of the past or current situation, the responsibility to build trust lies first, and foremost, with the leader. It's not always fair, and it's not always easy. But it is always the leader's responsibility.
Trust is the foundation for every successful leader's accomplishments. When people don't trust the leader, they won't follow very far.
How do you, the leader, address the issue of trust?
Entire books have been written about trust, but, for the purpose of this article, I'll stick with two quick tips.
The first comes from the book, The Leadership Challenge. In their survey of leadership behaviors, James Kouzes and Barry Posner asked the question, "What do you look for in a credible (i.e. ? trustworthy) person?" The number one response ? "They do what they say they are going to do." So, trust building tip number one ? do what you say you're going to do.
The second idea comes from the world of social psychology. Social science researchers have identified a key behavioral principle that affects the development of trust. This principle is known as the Principle of Reciprocity. The Principle of Reciprocity states that we tend to feel obligated to repay in kind what someone else has given to us. In a nutshell, it says that if you want trust, you must first give trust. Trust building tip number two ? show people you trust them if you want them to trust you.
Trust issues almost always come back to the leader. It's possible that you can have isolated trust issues with just a few people. In this case, it may be just their personal problem. If you find yourself or if you hear someone else asking the questions at the top of this page - look out. You may have a systemic trust problem. If that's the case, your team is either in trouble or it's about to be in trouble. Carefully evaluate what might have happened or might be happening to damage trust and immediately start applying the two tips above to begin the repair.
You may use this article for electronic distribution if you will include all contact information with live links back to the author. Notification of use is not required, but I would appreciate it. Please contact the author prior to use in printed media.
Copyright 2005, Guy Harris
Guy Harris is a Relationship Repairman and People-Process Integrator. His background includes service as a US Navy Submarine Officer, functional management with major multi-national corporations, and senior management in an international chemical business. As the owner of Principle Driven Consulting, he helps entrepreneurs, business managers, and other organizational leaders improve team performance by applying the principles of human behavior.
Guy co-authored "The Behavior Bucks System(tm)" to help parents reduce stress and conflict with their children by effectively applying behavioral principles in the home. Learn more about this book at http://www.behaviorbucks.com
Learn more about Guy at http://www.principledriven.com
|
|
|
|
|
|
|
|
|
|
|


If you want to be a leader who attracts quality... Read More
What's holding your team back from experiencing "breakout performance"?It may... Read More
J. Paul Getty planned to enter the U.S. Diplomatic Service,... Read More
Last week, as I was standing in the checkout line... Read More
"The only way to enjoy anything in this life, is... Read More
Webster's Dictionary describes a "partner" as an ally or an... Read More
Why didn't I get an Owner's ManualAfter a little while... Read More
Although world business is undergoing historic changes, the prevailing view... Read More
Most of us find ourselves in a position to help... Read More
"...I know that the only source of happiness is within... Read More
Your word is your truth - Know that when you... Read More
Leadership skills training programs empower you to influence, persuade or... Read More
When is hate OK? When it's the feeling you have... Read More
The Center for Management and Organization Effectiveness talks with Dennis... Read More
A poem hangs on the wall at Mother Theresa's orphanage... Read More
In the Wall Street Journal, Franklin Lavin, U.S. Ambassabor to... Read More
The manager administers, the leader improves; the manager maintains, the... Read More
I was invited to do a Leadership workshop at a... Read More
Mentoring is one of the best ways to learn, to... Read More
Perhaps noted as one of the greatest United States presidents... Read More
What do you think makes your company successful? Your newest... Read More
What is more important, leadership or teamwork? Leadership or consensus... Read More
People don't leave jobs; they leave bosses. -- AnonymousCongratulations. You're... Read More
Have you ever noticed that since the early part of... Read More
To excel in business we need conscious command of all... Read More
Decades ago, as a rifle platoon commander in the Marines,... Read More
Extraordinary Leaders are those who understand that in order for... Read More
A good strong example of a family leader would be... Read More
Master The Five Key Facets of High Performance LeadershipMany people... Read More
Great Leaders are optimists first and foremost. Their tendency is... Read More
I am fascinated by problems. I like to think of... Read More
CHAPTER 1 ************ VALUEThose qualities regarded by a person or... Read More
Some people mistakenly associate supervisory positions, or seats of power,... Read More


All of us join professional organizations for a reason--a friend... Read More
Here's a really simple way to think about the ins... Read More
There lives within every individual a power, an energy, an... Read More
Those that have successfully made the transition from manager to... Read More
The ancient Greeks had a saying: "When Aschines speaks, the... Read More
The date was Saturday, April 11, 1970, the time 13:13... Read More
Although new ideas lead to creative solutions, they can be... Read More
A few years ago, I returned to my impoverished village... Read More
Women should not be afraid of or feel guilty about... Read More
"What do you want to be when you grow up?"Remember... Read More
In the hit comedic movie Groundhog Day, Bill Murray's character,... Read More
"Of every noble work the silent part is best, Of... Read More
Years ago, when I was new in management circles, a... Read More
"Do what you do so well that they will want... Read More
There are literally millions of words written and spoken each... Read More
"Don't measure your life by your goals, but rather by... Read More
"Most of our obstacles would melt away if, instead of... Read More
The Center for Management and Organization Effectiveness talks with Dennis... Read More
Although world business is undergoing historic changes, the prevailing view... Read More
Did you ever think that all of the great heroes... Read More
Although a meeting is a vehicle for resolving differences, it... Read More
You've spent the last 12 years riding your technical skills... Read More
The United Nations Conference on Law of the Sea was... Read More
Though out your career you may be asked to become... Read More
Reframing is looking at the situation with a new set... Read More
Why is it that we often wait until we have... Read More
Why didn't I get an Owner's ManualAfter a little while... Read More
It's been said many times that true leadership is measured... Read More
Leaders need to:1. Have a vision to which they are... Read More
Making any decision without having all of the information and... Read More
"There's only one thing more contagious than a good attitude... Read More
"Know thyself" is a powerful principle that leaders, managers and... Read More
Master The Five Key Facets of High Performance LeadershipMany people... Read More
Leadership |