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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