Contemporary leadership literature and the associated research are [properly] obsessed with the importance of authentic leadership, values, character and integrity. Why? Because all signs point to the critical importance of those personal, ethical factors in building trust. Trust is the energy that drives performance both long and short term. Trust glues the organization, it cements individual commitments, it fuels a willingness to sacrifice for the greater good, and it enhances pride and loyalty to be part of a team. By most measures, in most studies, trust by whatever name is used, is the most impactful factor for organizational success.
Trust like most valuable competencies is built through dozens of actions, large and small, over a sustained period of time. Trust is fragile, can be easily shattered, and has a limited shelf-life. So here are some tips toward building and maintaining a solid foundation of trust:
- Do what you say! If you notice within that crisp statement are two simple parts: Say and do. You must communicate what you intend to do, what choices your values direct you to make, and then you must do those things, consistently and unwaveringly.
- Communicate continuously about values. No one should wonder what your values are, what you stand for, and what to expect. Then when they see actions, some of which they may not otherwise understand, your actions will be viewed as a demonstration of and an expected outcome of stated values.
- Make values a shared commodity. Within a team, values have the most power when they are shared. Creating that powerful shared definition of values results from soliciting input and including team members in values discussions both formally and informally. If the team is involved, the values that result will be likely to be embraced, if they are delivered from “on-high”, they may be accepted but the likelihood of commitment is dramatically diminished.
- Use crisis’ to solidify values. Times of stress, moments of crisis can be great moments of clarity. That is, if in those critical moments values are upheld, the values will become solid as concrete and the organization’s faith in those principles, the belief that leaders are truly committed to the values, will soar. If under pressure, the values are compromised, even once, the trust will be broken and rebuilding will require major reconstruction.
- Leaders should be transparent. Trust can only result when people see authentic, vulnerable, real leaders who sometimes err and are humble and accountable.
- Never underestimate the importance of personal relationships. Make it goal to continually invest more time in people than process to weave an unbreakable fiber of trust.
- Always, always, always tell the truth!
- Seek real feedback so you know how you are doing in building trust and practicing the principles of leadership as well as on how to set improvement goals. A thoughtful, insightful friend is helpful, a coach is even better since they will offer the most direct, useful feedback and assist in progressing toward improvement goals by holding you accountable.
- Listen more, talk less! Trust builds when people feel heard.
- Truly care. Examine your heart and if it is not caring, seek an adjustment or abandon leadership. You cannot be authentic and create trust if your heart is not in it, if you do not genuinely care for people. Without a caring heart you will be perceived either as inauthentic or uncaring, because you are.
While the investment in creating trust is significant, trying, sometimes exhausting work, the payback is incredible. Studies show that financial performances by organizations with strong values, with a foundation of trust, exceed others by significant multiples in virtually all measures. Beyond the financial and the practical, work in the field of positive psychology indicates that those who are serving in an environment of trust and strong values experience healthy, happier lives with enhanced personal relationships, less medical intervention, and a better sense of wellness. Building a culture of trust may be one of the most solid investments around today!
