CREATING TRUST

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CREATING TRUST

• RW Associates, Inc.
• Bob Phillips
• November 1, 2006

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CREATING TRUST

• How Honest and Ethical Are You?

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CREATING TRUST

• Lets take a short Test.

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CREATING TRUST

• A new employee, who has been on the job for six
  months and is one of your direct reports, asks
  how he is performing. You have been disappointed
  in his performance up to this point.
• Do you
• a. Tell him that you are disappointed and why?
• b. Ask him how he thinks he is doing, and then
  share your thoughts on where he might improve?
• c. Tell him hes doing fine, but watch him more
  closely and look for opportunities to help him
  improve?

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CREATING TRUST

• Your boss has become enamored with automated
  answering systems, and spends a good deal of time
  and money with the representative from the
  company that sold him the system trying to figure
  out how to expand its application to every
  possible client inquiry, thus eliminating all
  need for human contact. Your customers keep
  telling you that they HATE the system, and would
  rather speak to a real person. When anyone
  questions the use of the system, your boss gets
  very testy.
• Would you
• a. Tell him that the customers you deal with hate
  the system and that it should be dumped?
• b. Suggest ways that the system could be modified
  to please the customers who would prefer to deal
  with a real person?
• c. Say nothing and tell your customers theres
  nothing you can do about it?

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CREATING TRUST

• You have been working late every night for the
  past month on several special projects that your
  CEO has given to you at the last minute and you
  are beginning to feel stressed, used, and
  unappreciated. Tonight you are scheduled to go
  see your seven-year-old perform in the school
  play. She approaches you as you are walking out
  the door and asks you to stay late and put
  together some numbers so she can use them in a
  presentation she is making tomorrow. This is an
  assignment she could have easily given to you
  days ago, but she tends to do things at the last
  minute. If you stay, you will miss the play.
• Would you
• a. Say, OK, stay to do the work and miss the
  play?
• b. Politely decline, explaining that youre on
  your way to your childs school play?
• c. Say youll take care of it, go to the play,
  and then return to the office after the play to
  work on it late into the night?

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CREATING TRUST

• If you tell the truth, you never have to
  remember anything.
• Mark Twain

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CREATING TRUST

• What do employees expect from the
• leadership of companies where they
• work?

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CREATING TRUST

• Right Management Consultants Survey
• December 2002
• Asked what traits do employees look for in their
  leaders
• Identified 28 traits that employees are
  looking for leaders to demonstrate when managing
  or leading

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CREATING TRUST

• The Bottom Five Traits

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CREATING TRUST

• 28. Attention to detail
• 27. Good personality/Sense of humor
• 26. Flexibility
• 25. Decisiveness
• 24. Creativity

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CREATING TRUST

• The Top Five Traits

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CREATING TRUST

• 5. Good relationships/Listening
• 4. Fairness
• 3. Caring/Compassion
• 2. Integrity/Morals/Ethics
• 1. Honesty!!!!!!!!

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CREATING TRUST

• Who creates a culture of TRUST?

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CREATING TRUST

• I dont want any yes-men around me. I want
  everybody to tell me the truth even if it costs
  them their jobs.
• Samuel Goldwyn

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CREATING TRUST

• Leaders create the environment, establish the
  values in an organizationbut what is the role of
  Human Resources in keeping or changing the
  established environment?

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CREATING TRUST

• The Environment is Created by
• Executives/Managers/Supervisors
• With
• Words, Actions, Rewards

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CREATING TRUST

• The most difficult part of challenging an
  unethical environment is!!
• CONFRONTING OTHERSthe boss, your subordinates
  and your peers!
• As HR Professionals you must be willing to stand
  up and be heard

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CREATING TRUST

• We developed the Six Laws of Absolute Honesty
  to help people deal with these tough personal
  situations

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CREATING TRUST

• Six Laws of Absolute Honesty
• 1. Tell the Truth
• 2. Tackle the Problem
• 3. Disagree and Commit
• 4. Welcome the Truth
• 5. Reward the Messenger
• 6. Build a Platform of Integrity

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CREATING TRUST

• Cry me a river, build me a bridge, and get over
  it.
• Anonymous

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CREATING TRUST

• Tell the Truth
• The worst truth is better than the BEST LIE!!
• Telling the truth is situationalthe GRAY part
  of the truth
• Truth creates trust
• We LIE because of FEAR

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CREATING TRUST

• Tackle the Problem
• Understand the issue/problem
• Tackle the PROBLEM not the person
• Open discussion takes an open mind
• It takes courage to speak up against the
  majority opinion

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CREATING TRUST

• Disagree and Commit
• Do not be afraid to speak up when you disagree
• Be aware of how you disagree and how you state
  your opinion
• The goal of disagreeing and committing is to
  clarify the issues, develop a plan of action, and
  ensure that all parties are committed to
  accomplishing the agreed to actions
• Prevent LIPOTAGE

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CREATING TRUST

• In order that all men may be taught to speak the
  truth, it is necessary that all should learn to
  hear it.
• Samuel Johnson

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CREATING TRUST

• Welcome the Truth
• How do people react to honest feedback?
• THEY BECOME DEFENSIVE!!
• Human instinct is to protect our self worth
• Defensiveness is the biggest enemy to honesty
• Take down the wall, open your ears and open your
  mind
• Understand your own defensive tendenciesknow
  yourself
• Real success is understanding the impact of your
  own personal style flexibility

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CREATING TRUST

• Reward the Messenger
• If you punish the messenger the price is high
• A punished messenger will only deliver ONE
  message
• Retribution is the main reason why people do not
  speak up and say what they really think

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CREATING TRUST

• Create a Platform of Integrity
• Company
• Personal
• Work Group

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CREATING TRUST

• Johnson and Johnson Credo
• 1943 Robert Wood Johnson published Credo
• Guideline for decision making
• Four paragraphs
• Responsibility to customers who use products
• Responsibility to our employees (diversity)
• Responsibility to communities (work and live)
• Responsibility to stockholders (profit/creativity/
  products)

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CREATING TRUST

• All of what we talked about today starts with
  YOU and your personal Code of Ethics and
  Values!!!!!

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CREATING TRUST

• Thank you