Trust Accelerators

Late 2022, as the pandemic was in our rearview mirrors, we decided to commit to a Leadership Transformation program for seven (7) of our team members. After many changes in our infrastructure and product offerings, and the new skills we needed to build on these changes, we felt this core group would be a great place for our next investment.

Our group would be led by Dr. Fred Johnson from Initiative One. This 15-month program would start with an in-person kick-off meeting, followed by eight (8) workshops over the coming months where we would get together as a group to review the materials and the homework.

In our first in-person meeting, we were all provided the workbook (which was quite thick) and discussed the goals and ground rules for the coming months. In addition to the homework and attendance, this was a commitment to each other to participate wholly. To foster and protect that kind of commitment, Dr. Fred asked us to talk through things that allow us to trust others, things that build trust, and to make a list.

We’d like to share our list with you and hope it encourages you to build your own list for your core teams. The next step is to share it, hold each other to it, and see what kind of impact it can have on your organization! We have our list on a huge Post-It note in the Tech room, in our Annual State of the Company updates, and in all our team performance reviews.

Patience: We live in a fast-paced world in general, and with our clients, there are often deadlines and work interruptions that are waiting for our resolution, ASAP! When we work with team members, patience and long listening are key to building trust. Showing that you’re willing to give your undivided attention and listen builds trust.

Honesty, without paying a price: If asked, I think most people would say they are honest and want others to be honest with them. Sometimes that honesty comes with a price and it might be too high to pay! If my being honest with you costs me my job, the respect of my peers, or other repercussions, that is too high a price! On the other hand, without honesty, there is a lack of trust, leaving no room to build the relationship or the team.

Grace: We all make mistakes and when they happen, we all hope for a little grace, maybe even forgiveness. That doesn’t mean it’s ‘OK’ to continue making mistakes. Our clients, our teams can grow and be successful when they learn from mistakes and we come alongside each other, brush each other off, and step back in the ring!

Be Direct: So if we’re looking for Honesty and hoping for Grace, how we direct our comments and conversations takes on a new level of importance. KDR stands for Kind, Direct, and Respectful. With these three ingredients, we will build trust and move toward success.

Assume the Best: When we’re having a good day, this might come pretty easily. Add the pressure of deadlines, a sick child at home, a migraine, or one more client request, and it’s easy to assume others have an ulterior motive. We can come up with some great stories in our heads of all the possible negative outcomes, or we can walk into the conversation and assume the best.

Keep Your Commitments: Do what you said you would do, when you said you would do it. This builds trust!

No Meetings After the Meeting: We sit in an important meeting, talk things through, ask for questions and suggestions, working to come to the best plan. Then as people walk out of the meeting, they have mini-conversations tearing down the plan, undermining what just happened. Speak up and share so we can come to the best plan. After the meeting, you’ve been heard, a decision is made, and it’s all hands on deck to make it successful. Stay in joy, or leave in peace!

Deliver the Mail to the Right Address: When you need to work through an issue with someone, it’s perfectly fine to gather some perspective and even advice before you approach them and work things out. However, taking the issue to others who cannot help fix it or move it forward breaks down trust. If you have something to work out, delver it to the right address!

Confidentiality: When we’ve been Kind and Direct, approaching others with the best of intentions and bringing along Grace, honoring confidentiality is the crowning touch on Trust. — CMW