Imagine visiting a shoe store and failing to provide the salesperson with information on your shoe size, color or the style you are seeking yet expecting to leave with the shoes that meet your needs.
Rarely a day passes without a note or a call asking some variation of the following question:
Do you have a questionnaire or a tool, to detect the level of trust in an organization?
And every time, I respond with “What are you trying to measure or detect?”
Trust is not a “one size fits all” proposition. These are just a few of the variations, and each has it’s own tool and/or assessment mechanism:
- Self-trust
- Internal trust including trust among team members, between teams, and trust between leaders and employees.
- External trust between the organization and its stakeholders including suppliers, vendors and customers.
- Organizational trust or its trust “worthiness” both internally and externally.
In most organizations trust is taken for granted perhaps because of the simple belief that “one size DOES fit all.” I hope you enjoy your shoes and that they meet your needs!
Barbara Brooks Kimmel is the CEO & Cofounder of Trust Across America-Trust Around the World whose mission is to help organizations build trust. She facilitates the world’s largest membership program for those interested in the subject. Barbara also servers as Editor of the award winning TRUST INC. book series and the Executive Editor of TRUST! Magazine. In 2012 Barbara was named “One of 25 Women Changing the World” by Good Business International.
Copyright 2015, Next Decade, Inc.
Alliance of Trustworthy Business Experts, Barbara Brooks Kimmel, barbara kimmel, leadership, organizational trust, trust, trust across america, Trust Inc. 52 Weeks of Activities & Inspirations for Building Workplace Trust, Trust Inc. A Guide for Boards & C-Suites, Trust Inc. Strategies for Building Your Company's Most Valuable Asset
I love receiving unsolicited emails from folks thinking deeply about trust. Yesterday David Heath shared the following and I am excited to pass David’s thoughts along to you.
The Ten Laws of Trust: In much the same way that the Boy Scouts movement maintains ten laws that guide the behaviour of every member, so too might we describe ten laws of Trust. These laws should guide everyone in the pursuit and enjoyment of Trust.
- Trust is congruent. It starts from within. It starts with the simple statement, “I will be trustworthy.” And from there, the desire, nay the imperative, to achieve trustworthiness.
- Trust is reciprocal. If I am Trustworthy, it is reasonable to expect people to trust me in return. Maybe I will get burned, but without the spark of trust, there is nothing.
- Trust is consistent. In any relationship, there is an expectation that people will behave in the same manner as they have done previously. The con-man continues to con, the trusted remains trustworthy.
- Trust is inflationary. In any positive relationship, simply our continued presence will increase the level of trust.
- I will be constructive in my Trust. In any positive relationship, I will actively do things to increase the level of trust; in a negative relationship, I will seek to identify and remove the barriers to trust.
- Trust is expansive. As Trust grows, I will expect more and more positive outcomes from the relationship.
- Trust is individual and unique. A Trust relationship does not require me to agree with everything you say or do. It does however permit me to set our differences aside in the pursuit of common goals.
- Trust is remedial. Whenever mutual Trust is damaged, and it will happen, I will actively seek to repair the relationship.
- Trust is respectful. I understand that others may choose to not Trust me – that is their choice. I will respect their decision and continue to be as trustworthy as I can possibly be towards that person.
- Trust is discriminating. Trust and respect are two quite different things and I will not confuse the two. I will however work hard to align them as closely as I possibly can.
Thank you David for this creative and original perspective on trust. What do you think about David’s “Ten Laws?” Do you have other thoughts about organizational trust? Send them along to barbara@trustacrossamerica.com
David Heath is a New Zealand-born Australian resident who initially pursued Geology and ended up with a Computer Science degree. These days, David writes for a living – predominantly as an Instructional Designer for a major industrial control vendor where as well as writing multi-hundred page technical training manuals, he also delivers a variety of in-company courses including a “Train the Trainer” course. In addition David is Security Editor for an on-line IT news site.
Being an INTJ, David cannot possibly be restricted to a single area of interest and as part of his exploration into improved communication came across the works of Charles Green and Barbara Kimmel in the field of ‘Trust..’ He continues to pose the question, “what makes us trust the trainer?”
Barbara Brooks Kimmel, David Heath, leadership, organizational trust, trust, trust across america
Events, Press ReleaseOctober 16th, 2015
Trust is a holistic subject encompassing leadership, teamwork, crisis management, reputation management, risk, compliance, corporate responsibility and a host of interrelated components.
TRUST! Magazine’s 1st Anniversary issue brings together some of the best and the brightest service providers who are working to advance the global cause of organizational trust.
Read more about the work they are doing at this link, the FREE fall issue of TRUST! Magazine.
If you are interested in advancing trust in your organization, I hope you choose to avail yourselves of these resources.
Barbara Brooks Kimmel, CEO & Cofounder Trust Across America-Trust Around the World
Access magazine here
Barbara Brooks Kimmel, barbara kimmel, corporate reputation, organizational trust, trust, trust across america, TRUST! Magazine, values
It’s been a bad week for Volkswagen and the “trust” and leadership bloggers are having a field day. But two questions remain unanswered.
- Did Volkswagen betray trust?
- Did the “right” heads roll as a result?
“No” to both. In order for a betrayal to occur, trust must have first been present, and in this case the CEO is simply the fall guy in a large intentional coverup.
Volkswagen could not betray something that never existed: Let’s not forget that the auto industry is one of historical low trust dominated by regulators, the enemy of trust. Have we forgotten about Takata, General Motors and Fiat/Chrysler? Volkswagen is not even the first company to rig emissions.
The new CEO is merely another pawn: Who is naive enough to believe that Volkswagen’s new CEO can “rebuild” trust? Who suggested that rebuilding trust be his message? Was it his legal team or the PR department? This should simply not be the corporate message, nor is it the responsibility of the CEO. Rather, the construction of trust sits squarely on the shoulders of the company’s Board of Directors, one that has historically thumbed its nose at trust. Like many companies, Volkswagen’s board composition is far from ideal, and its claimed core values, have been nothing more than empty words. The company simply failed to walk its talk, and instead of the Board, the CEO took the fall.
Core values that incorporate trust as a business imperative and are practiced daily give companies a competitive advantage, but in today’s society they are rarely more than a sign on the wall at corporate headquarters. And that’s why we continue to drift from one corporate scandal to the next, with no end in sight. Will Volkswagen’s board of directors address its lack of practiced core values? Will they take the blame for this latest scandal? These are the questions bloggers and the public should be asking. Based on the Board’s actions over the past several days, I highly doubt they will do either.
What’s my long-term prediction for Volkswagen? Like others before them, the new CEO will be instructed to talk about rebuilding trust, the company will pay their fines, and it will be “business as usual” until the next crisis. Too bad for you, me and every other stakeholder.
Barbara Brooks Kimmel is the CEO & Cofounder of Trust Across America-Trust Around the World whose mission is to help organizations build trust. She facilitates the world’s largest membership program for those interested in the subject. Barbara also servers as editor of the award winning TRUST INC. book series and the Executive Editor of TRUST! Magazine. In 2012 Barbara was named “One of 25 Women Changing the World” by Good Business International.
Our annual poster, 52 Weeks of Activities to Increase Organizational Trust is available to those who would like to support our work by making a small donation.
Did you know we have published 3 books in our award-winning TRUST Inc. series. They are yours when you join our Alliance.
Help us continue our work in organizational trust by purchasing our award-winning books
at this link.
Copyright 2015, Next Decade, Inc.
Barbara Brooks Kimmel, leadership, organizational trust, trust, trust across america, volkswagen
What can we learn about trust from the great leaders, teachers, writers and philosophers?
JUST ABOUT EVERYTHING
Yogi Berra’s passing earlier this week struck a chord both close to home and around the world. To many he was a prolific philosopher, a practical joker and an “all American” kind of guy. Something you might not know about Yogi Berra…he was an avid hockey fan. As a teenager, his son played for a rival team to my high school alma mater and Yogi never failed to make a game. Humble and always with a smile is how I will remember him.
This article pulls together fifteen of Yogi Berra’s most inspiring quotes. Regardless of your role in life- a parent, teacher, coach, business, religious or military leader, the following contain many messages about character, competence and consistency, the key ingredients in building trust.
- “It ain’t the heat, it’s the humility.”
- “I tell the kids, somebody’s gotta win, somebody’s gotta lose. Just don’t fight about it. Just try to get better.”
- “You can observe a lot just by watching.”
- “We made too many wrong mistakes.”
- “90% of the game is half mental.”
- “If you can’t imitate him, don’t copy him.”
- “If the world were perfect, it wouldn’t be. ”
- “Pitching always beats batting — and vice-versa.”
- “When you come to a fork in the road take it.”
- “It’s tough to make predictions, especially about the future.”
- “You have to give 100 percent in the first half of the game. If that isn’t enough, in the second half, you have to give what’s left.”
- “If you ask me anything I don’t know, I’m not going to answer.”
- “You’ve got to be very careful if you don’t know where you’re going, because you might not get there.”
- “It’s not too far; it just seems like it is.”
- “Love is the most important thing in the world, but baseball is pretty good, too.”
My favorites are #1, #7, and #15. How about yours? Want to read more from this series? We recently highlighted some of the best quotes on building trust from:
Barbara Brooks Kimmel is the CEO & Cofounder of Trust Across America-Trust Around the World whose mission is to help organizations build trust. She facilitates the world’s largest membership program for those interested in the subject. Barbara also servers as editor of the award winning TRUST INC. book series and the Executive Editor of TRUST! Magazine. In 2012 Barbara was named “One of 25 Women Changing the World” by Good Business International.
Our annual poster, 52 Weeks of Activities to Increase Organizational Trust is available to those who would like to support our work by making a small donation.
Did you know we have published 3 books in our award-winning TRUST Inc. series. They are yours when you join our Alliance.
Help us continue our work in organizational trust by purchasing our award-winning books
at this link.
Copyright 2015, Next Decade, Inc.
Barbara Brooks Kimmel, leadership, trust, values, Yogi Berra
What can we learn about trust from the great leaders, teachers, writers and philosophers?
JUST ABOUT EVERYTHING
This week, in celebration of the Jewish New Year, we turn our attention to the words of Elie Wiesel, a Jewish writer, professor and Nobel Laureate. A few years ago I was fortunate to meet him at a small gathering in New York City where he spoke about leadership, integrity and peace.
This article pulls together twenty of Elie Wiesel’s most inspiring quotes. Regardless of your role in life- a parent, teacher, business, religious or military leader, the following contain many messages about character, competence and consistency, the key ingredients in building trust.
- “One person of integrity can make a difference.”
- “For in the end, it is all about memory, its sources and its magnitude, and, of course, its consequences.”
- “There are victories of the soul and spirit. Sometimes, even if you lose, you win.”
- “Think higher, feel deeper.”
- A person can almost be defined by his or her attitude toward gratitude.”
- “Ultimately, the only power to which man should aspire is that which he exercises over himself.”
- “Indifference is the sign of sickness, a sickness of the soul more contagious than any other.”
- “Peace is our gift to each other.”
- “Some stories are true that never happened.”
- “Not all games are innocent. Some come dangerously close to cruelty.”
- “Which is better, truth that is a lie or the lie that is truth?”
- “Questions outlive the answers.”
- “Certain things, certain events, seem inexplicable only for a time: up to the moment when the veil is torn aside.”
- “A word is worth a thousand pictures.”
- “Man’s strength resides in his capacity and desire to elevate himself, so as to attain the good.”
- “…Those who know don’t talk and those who talk don’t know.”
- “For the good of all, I say: Be careful, the brutality of the world must not be more powerful or attractive than love and friendship.”
- “Neutrality helps the oppressor, never the victim.”
- “Never again” becomes more than a slogan: It’s a prayer, a promise, a vow.”
- “The silence of two people is deeper than the silence of one.”
My favorites are #8, #15, and #16. How about yours? Want to read more from this series? We recently highlighted some of the best quotes on building trust from:
Barbara Brooks Kimmel is the Executive Director of Trust Across America-Trust Around the World whose mission is to help organizations build trust. She facilitates the world’s largest membership program for those interested in the subject. Barbara is also the editor of the award winning TRUST INC. book series and the Executive Editor of TRUST! Magazine. In 2012 Barbara was named “One of 25 Women Changing the World” by Good Business International.
Our annual poster, 52 Weeks of Activities to Increase Organizational Trust is available to those who would like to support our work by making a small donation.
Did you know we have published 3 books in our award-winning TRUST Inc. series. They are yours when you join our Alliance.
Help us continue our work in organizational trust by purchasing our award-winning books
at this link.
Copyright 2015, Next Decade, Inc.
Barbara Brooks Kimmel, barbara kimmel, Elie Weisel, Elie Wiesel, integrity, leadership, trust, values
Our September Trust Quest asked the following question:
What is the bigger issue in your organization?
Leadership doesn’t trust its employees?
Employees don’t trust their leaders?
And here are the results of our poll…
71% of our respondents said that employees don’t trust their leaders. What does this say about leadership? How long will leaders continue to ignore the impact on their organization of low employee trust including:
- Disengagement
- High turnover
- Low innovation
- Poor morale
Trust starts at the top. It can’t be delegated to HR or any other department. The tools to build trust are readily available to enlightened leaders who choose to make trust a business priority.
Barbara Brooks Kimmel is the Executive Director of Trust Across America-Trust Around the World whose mission is to help organizations build trust. She facilitates the world’s largest membership program for those interested in the subject. Barbara is also the editor of the award winning TRUST INC. book series and the Executive Editor of TRUST! Magazine. In 2012 Barbara was named “One of 25 Women Changing the World” by Good Business International.
Our annual poster, 52 Weeks of Activities to Increase Organizational Trust is available to those who would like to support our work by making a small donation.
Did you know we have published 3 books in our award-winning TRUST Inc. series. They are yours when you join our Alliance.
Copyright 2015, Next Decade, Inc.
Barbara Brooks Kimmel, barbara kimmel, leadership, trust, trust across america, trust in business, Trust Inc. A Guide for Boards & C-Suites, Trust Inc. Strategies for Building Your Company's Most Valuable Asset
Happy (post) Labor Day, a long weekend traditionally filled with barbecues and burgers.
Having spent many years living in the same community it’s been interesting to observe the polar opposite leadership “styles” of two competing businesses, the local butcher shops.
These are the “rules” established by Shopkeeper #1:
- No we will not skin your chicken
- No we will not cut steaks to order
- No we will not provide extra marinade
- No we will not break up that package of bratwurst
The list of “no’s is never ending and the butchers are usually (except for one) rude, pretending they have never seen you before.
And these are the “rules” established by Shopkeeper #2:
The customer is always greeted by a warm smile and usually by their first name, followed by a sincere interest in the family. And ordering is a breeze.
- You want the chicken skinned, of course!
- You want the steak sliced thin, no problem!
- Take a jar of marinade on us.
- How many bratwurst do you want?
Is it any surprise that people line up to do business with Shopkeeper #2? What are his secrets? I know a few of them:
- The customer always comes first.
- Employees are paid well.
- Working hard and showing commitment will earn you a piece of his business.
Regardless of the kind of organization, the leader sets the tone. Core values are either established or they aren’t. Which kind of butcher are you? Will you skin the chicken?
In your opinion what is the bigger issue in your organization?
That’s the question we are asking in this month’s Trust Quest. Your response is important and it won’t take more than 30 seconds. Here’s the link:
bit.ly/1NBCp2W
Thank you so much for weighing in.
Barbara Brooks Kimmel, Executive Director, Trust Across America-Trust Around the World
Barbara Brooks Kimmel, leadership, trust, trust across america, Trust Inc. 52 Weeks of Activities & Inspirations for Building Workplace Trust, trustworthy behavior, values
UncategorizedAugust 29th, 2015
What can we learn about trust from the great leaders, teachers, writers and philosophers?
JUST ABOUT EVERYTHING
This week we turn our attention to the words of Jim Kouzes and Barry Posner, coauthors of The Leadership Challenge, educators and management consultants. I have gotten to know Jim over the past several years, and he has recently been named one of our Lifetime Honorees as a Top Thought Leader in Trust. While many “talk trust,” Jim is one of just a small handful of people who “walks their talk.”
This article pulls together twenty of Jim and Barry’s most inspiring quotes. Regardless of your role in life- a parent, teacher, business, religious or military leader, the following contain many messages about character, competence and consistency, the key ingredients in building trust.
- “Exemplary leaders know that if they want to gain commitment and achieve the highest standards, they must be models of the behavior they expect of others.”
- “The leader’s unique legacy is the creation of valued institutions that survive over time. The most significant contribution leaders make is not simply to today’s bottom line; it is to the long-term development of people and institutions so they can adapt, change, prosper, and grow.”
- “There’s nothing more demoralizing than a leader who can’t clearly articulate why we’re doing what we’re doing.”
- “Titles are granted, but it’s your behavior that earns you respect.”
- “Find your voice by clarifying you personal values.”
- “Leaders enlist others in a common vision by appealing to shared aspirations.”
- “The best way to lead people into the future is to connect with them deeply in the present.”
- “You can’t fast track your way to excellence.”
- “Leaders don’t have to change history, but they do have to change “business as usual.”
- “Leading by example is more effective than leading by command.” Unite your constituents around a common cause and connect with them as human beings.”
- “Foster collaboration by promoting cooperative goals and building trust.”
- “The leader merely coordinates and puts into action the wants and desires of the group.”
- “People commit to causes, not to plans.”
- “Living in a cave does not make you a geologist and simply being in a management position does not make you a great leader.”
- “Leadership can’t grow in a culture that isn’t supportive of continuing development.”
- “Say thank you. Let the other person know that you appreciate his or her feedback and that you can’t get any better without knowing more about yourself and how your actions affect others.”
- “Leaders say YES.”
- “The worst thing someone can do is to see a problem and think it is someone else’s responsibility.”
- “The next time you see a problem and say “Why doesn’t someone do something about this?” take a look in the mirror and say instead, “I’ll be someone to do something about it.”
- “Model the Way – Inspire a Shared Vision – Challenge the Process – Enable Others to Act – Encourage the Heart”
My favorites are #1, #11, #13 and #20. How about yours? Want to read more from this series? We recently highlighted some of the best quotes on building trust from:
Barbara Brooks Kimmel is the Executive Director of Trust Across America-Trust Around the World whose mission is to help organizations build trust. She facilitates the world’s largest membership program for those interested in the subject. Barbara is also the editor of the award winning TRUST INC. book series and the Executive Editor of TRUST! Magazine. In 2012 Barbara was named “One of 25 Women Changing the World” by Good Business International.
Our annual poster, 52 Weeks of Activities to Increase Organizational Trust is available to those who would like to support our work by making a small donation.
Did you know we have published 3 books in our award-winning TRUST Inc. series. They are yours when you join our Alliance.
Copyright 2015, Next Decade, Inc.
Alliance of Trustworthy Business Experts, Barbara Brooks Kimmel, barbara kimmel, Barry Posner, Jim Kouzes, leadership, organizational trust, trust, trust across america, values
If your life is anything like mine, you spend waste at least an hour every week, sometimes more, on a customer service issue involving some third party vendor who claims to be in business to enhance your personal or professional life. Comcast, Verizon, First Energy and all health insurance providers top this list. I’m not sure why these companies still bother using the word “service.” CHR or Customer Hindrance Representative would be more accurate.
These calls usually begin by pressing lots of buttons, entering many codes and personal information, and then being put on hold due to “heavy call volume” while being told the “call is important to us.” Often, before the offshore CHR picks up, the call is disconnected, and the process must be repeated. The latest “innovation” is notification that the call is being recorded. For whose benefit is that? One can only guess.
Who remembers when customer service meant something? When customers came before profits, calls were answered by an actual living being who had at least an elementary command of the English language, and who hadn’t been handed a robotic script to answer questions? It wasn’t really that long ago. But apparently now companies think they can save redirect money by hiring minimum wage, offshore CHRs and then, in the name of “training” hand them a list of responses that were certainly written by the legal department, and from which they cannot deviate. Not only are these companies sending a message that they do not trust their employees, apparently they also have little regard for their customers. The term “I apologize” is #1 on this script and so companies have taken two sacred words and devalued them into meaningless drivel that is supposed to solve all customer issues, regardless of the problem.
Is it any wonder why consumers have so little regard for the companies with which they do are forced to do business? Is it any wonder why trust in business continues to decline? Is it any wonder that more than 70% of employees are disengaged at work?
Who decided this was a “better way?” How did this happen? Is there a solution?
I propose a simple experiment.
- Put every manager on phone duty for one week. Heck, call it “The Golden Rule” CSR (Corporate Social Responsibility) program and kill two birds with one stone.
- Send the entire legal department on vacation during this same time period.
- Replace the script with these 7 words: Let me see what I can do.
Barbara Brooks Kimmel is the CEO & Co-founder of Trust Across America-Trust Around the World . Established in 2008, the program’s mission is simply to provide tools and assistance to organizations interested in building stakeholder trust. Barbara runs the world’s largest organizational trust membership program. She is also the editor of the award winning TRUST INC. book series and the Executive Editor of TRUST! Magazine. In 2012 Barbara was named “One of 25 Women Changing the World” by Good Business International.
Barbara is an award-winning communications executive and former consultant to McKinsey who has run her own firm, Next Decade, Inc., that has been unraveling and simplifying complex subjects for over twenty years. She holds a BA in International Affairs from Lafayette College and an MBA from Baruch at the City University of NY.
Barbara Brooks Kimmel, barbara kimmel, CSR, customer service, organizational trust, trust, trust across america
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