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Refreshing Management Skills Creating an Environment of Trust

Jennie Babcock, Roberta Dillon, Debra Howell, Jessica Lang, Joe Remillard, Robert Wakeman

April 22, 2014

“We expend so much energy watching and calculating, trying to predict.”

Why Trust Is Worth Ithttp://www.youtube.com/watch?v=cWypWe9UAhQ

What is Trust?

Firm belief in the reliability, truth, ability, or strength of someone or something.

"relations have to be built on trust"

Synonyms: confidence, belief, faith, certainty, assurance, conviction, credence;

What is Trust?

“Trust is a psychological state comprising the intention to accept vulnerability based upon positive expectations of the intentions or behavior of another.”

D.M. Rousseau

Banned Buzzword of the Day

Who are the most trusted people in America?

Trust ConnectionsTrust relationships between individuals, groups and organizations of all sizes.

Individual

Individual

Bond

Organization

Trust Connections

In your groups, spend ten minutes defining trust connections that are important in our workplace.

For example: co-worker to co-worker

Be prepared to report out what you found

Trust Connections

What are some of the beliefs in reliability, truth or ability we require in the workplace to be functional?

Step Ladder

Emotional Bank Account

Trust Connections

What is a violation or betrayal of trust?

What might a violation of one of the trust connections we defined look like?

Trust EnvironmentWhat is the current trust environment we live and work in as individuals?

The Medicine Wheel

Trust EnvironmentWhat is the trust environment at Cornell?

Trust EnvironmentWhat is the relationship between declining trust and emotion?

How does declining trust affect individuals and groups?

What effect does declining trust have on our ability to make decisions? Build consensus? Get things done?

Trust Behaviors Warning: Science Content

http://online.wsj.com/news/articles/SB10001424052702304811304577365782995320366

What prompted the release of oxytocin by the brain?

What are the behaviors individuals and organizations can use to build trust?• Perform competently. • Establish consistency and predictability. • Communicate accurately, openly and

transparently. • Share and delegate control. • Show concern for others.

What are the behaviors individuals and organizations can use to build trust?

• Establish a common name and identity. • Capitalize on co-location. • Create joint products and goals. • Promote shared values.

Rebuilding Trust• Take immediate action after the violation. • Provide an apology, and give a thorough

account of what happened. • Be sincere. • Be cognizant of the day-to-day history of

the relationship. • Provide restitution/penance.• Restate and renegotiate expectations for

the future, and be trustworthy in future interactions.

Rebuild Trust• Reaffirm commitment to the

relationship.

What is the role of trust in the Facilities Services Values?

Refreshing Management Skills Creating an Environment of Trust

Questions?

Debra Howell, Joe Remillard, Roberta Dillon, Robert Wakeman, Jessica Lang, Jennie Babcock

April 22, 2014