Posts Tagged Trust Quotient

Habits for a Successful Career – Habit #3

Trust

Trust and Credibility

 

Habits for a Successful Career

Habit #3 – Build Trust and Credibility

“I don’t trust him/her as far as I can throw him/her”.  Everyone has heard or said that phrase.  So how important is TRUST and CREDIBILITY in a successful career?  Consider this. “With high trust, success comes faster, better and at a lower cost” says David Neeleman, founder of JetBlue Airlines.  What professional does not want to be successful – faster, better, and fairly compensated?

I have worked in all environments – low, moderate and high trust.  When I became an C-Level executive, I knew I needed to build and cultivate trust and credibility with my people, peers and other executives.  But how does one go about building trust and establishing it as a Habit? In the 90’s I was introduced to the writings and teachings of the late Stephen R. Covey and his son Stephen R.M. Covey.  Both have written, taught and consulted on the topic of trust.  I have used their concepts and adapted them to my Life Success and Career Success Values with much success.  Many of my thoughts below are elaborations and adaptations of their writings.

Trust is not just a touchy, feely concept.  Consider this definition of trust from the Covey’s:

TRUST = One’s Character + Ones’ Competency

Trust between people is a combination of a person’s:

Character – What you say/do, How you say/do, and  Why you say/do

Competency -  What you can do, What you do and What results you get

So why is competency required to build trust?  Don’t you just need to be a ‘good person’ – high character?  Let’s look at a doctor/patient relationship.  As a patient needing open heart surgery, would you trust a doctor that had good bed side manners and high personal integrity, but was in their first year as a cardiologist, and had never performed open heart surgery?  Wouldn’t you trust a doctor more experienced/accomplished to do the surgery?  Of course!

People build trust and credibility by building ‘wealth’ in what the Covey’s call an ‘Emotional Bank Account’, EBA.  As with any bank account one can add to the account with deposits and reduce the account with withdrawals.  Here are just a few examples of deposits and withdrawals people can make.

Character

Deposits – Thinks Straight, Talks Straight; Listens to Understand; Manages Expectations; Works to Right Wrongs; Puts Employees First, Then Customers, Then Stockholders; Promotes Win/Win Decisions

Withdrawals -  Shows Disrespect; Listens to Respond; Does Not Trust Others; Talks Behind People’s Backs; Avoids Conflict; Talks the Talk, Does Not Walk the Walk; Shows Intolerance/Inflexibility

Competency

Deposits – Is Experienced/Accomplished; Keeps Commitments; Delivers Results; Manages Risks; Solves Root Cause of Problems; Promotes Continuous Improvements; Admits When Wrong or Does Not Know; Demonstrates Leadership

Withdrawals – Does Not Hold People Accountable; Makes Excuses; Blames Others; Does Not Take Responsibility; Sells Poor Ideas; Does Not Understand the Business; Does Not Measure Success; Is Reactive versus Proactive; Does Not Align with Business

So how can you objectively measure your EBA with colleagues? I use the Trust Quotient, TQ:

TQ = EBA Deposits / (EBA Withdrawals * 2.75)

That’s right – withdrawals are more expensive than a single deposit.  So you need almost 3 deposits to make up for a single withdrawal.

 



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Building Trust and Credibility

TrustTrust is like oil.  Its the stuff that makes relationships in and with IT work.  Without trust and credibility, IT goverance, project management, conflict resolution, career progression, etc. can happen, but are slower and have many issues.  Consider this. “With high trust, success comes faster, better and at a lower cost” says David Neeleman, Founder of JetBlue.  In IT organizations that are struggling, trust and credibility are the  most important habits for IT leaders (and staff) to build, improve and maintain.

Trust is difficult to build, remains fragile and can be lost.  Every struggling IT professional and/or organization has major problems in this area.  Some believe once trust is lost it can not be regained, but from my experience this is not true.  The best sources I used regarding trust and credibility are from Stephen R. Covey and his son Stephen M.R. Covey, and much of this blog is based on their work and my experiences using and mastering their concepts.

Trust is not just a touchy, feely concept.  It (interpersonal trust) is an attitude or state of mind that has been cultivated between people.  Consider this definition of trust from the Covey’s:

TRUST = One’s Character + One’s Competency

Trust between people is a combination of a person’s:

  •  Character – What you say/do, How you say/do, and  Why you say/do
  •  Competency -  What you can do, What you do, and What results you deliver

So why is competency required to build trust?  I thought you just needed to be a ‘good person’ – high character.  Let’s look at a doctor/patient relationship.  As a patient needing open heart surgery, would you trust a doctor that had good bed side manners and high personal integrity, but was in their first year as a cardiologist, and had never performed open heart surgery?  Partially, but if I was the patient, I want someone more accomplished (competent) to do the surgery.

People build trust by building ‘trust wealth’ in what the Covey’s call an ‘Emotional Bank Account’ (EBA).  As with any bank account, people can add to the account with deposits and reduce the account with withdrawals.  Here are just a few examples of deposits and withdrawals IT professionals make.

Character

  • Deposits – Think Straight, Talk Straight; Listens to Understand; Manages Expectations; Work to Right Wrongs; Put Employees First, Then Customers, Then Stockholders; Promote Win/Win Decisions; Accountable for Mistakes
  • Withdrawals -  Show Disrespect; Listen to Respond; Not Trusting; Talk Behind People’s Backs; Avoid Conflict; Talks the Talk, Does Not Walk the Walk; Being Intolerant/Inflexible; Blame Others

Competency

  • Deposits – Keep Commitments by Under Promising and Over Delivering; Manage Risks; Solve Root Cause of  Problems; Promote Continuous Improvements; Admits When Wrong/Do Not Know; Manages Things and Leads People
  • Withdrawals -  Sell Poor Ideas; Does Not Understand the Business; Does Not Measure Success; Is Reactive versus Proactive; Does Not Align with Business; Poor Track Record

So how can you, somewhat objectively, measure your EBA with colleagues? I use the Trust Quotient:

TQ = EBA Deposits / (EBA Withdrawals * 2.5)

That’s right – withdrawals are more expensive than a single deposit.  You need 2 to 2.5 deposits to make up for a single withdrawal.

 

Do you have stories/experiences with trust in IT??

 

PS Check out HBR blog on Trust – http://blogs.hbr.org/hill-lineback/2012/03/do-your-people-trust-you.html

 



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Building Trust in IT

Trust

Trust

 “I don’t trust him as far as I can throw him”.  Everyone has heard/said that phrase.  So how important is TRUST for IT professionals and organizations.  Consider this. “With high trust, success comes faster, better and at a lower cost” says David Neeleman, CEO of JetBlue.  What IT organization does not want to be successful – faster, better, and cheaper – and I would say much less stressful?

I have worked in all environments – low, moderate and high trust.  So when I became a CIO I knew an important Habit of Excellence I need to build and cultivate was trust within IT, and between IT and other business leaders and organizations.  But how does one go about building trust and establishing it as a Habit? In the 90’s and was introduced to the writings and teachings of Stephen R. Covey and his son Stephen R.M. Covey.  Both have written, taught and consulted on the topic of trust.  And I have used their concepts and adapted them to my personal and work lives with much success.  Many of my thoughts below are elaborations and adaptations of their writings.

Trust is not just a touchy, feely concept.  Consider this definition of trust from the Covey’s:

TRUST = One’s Character + Ones’ Competency

Trust between people is a combination of a person’s:

  •        Character – What you say/do, How you say/do, and  Why you say/do
  •        Competency -  What you can do, What you do and What results you get

So why is competency required to build trust?  I thought you just needed to be a ‘good person’ – high character.  Let’s look at a doctor/patient relationship.  As a patient needing open heart surgery, would you trust a doctor that had good bed side manners and high personal integrity, but was in their first year as a cardiologist, and had never performed open heart surgery?  Partially, but I was the patient, I want someone more accomplished to do the surgery.

 People build trust by building ‘wealth’ in what the Covey’s call an ‘Emotional Bank Account’.  As with any bank account one can add to the account with deposits and reduce the account with withdrawals.  Here are just a few examples of deposits and withdrawals with IT professionals and organizations.

Character

  •        Deposits – Think Straight, Talk Straight; Listens to Understand; Manages Expectations; Works to Right Wrongs; Puts Employees First, Then Customers, Then Stockholders; Promotes Win/Win Decisions
  •        Withdrawals -  Shows Disrespect; Listens to Respond; Not Trusting; Talks Behind People’s Backs; Avoids Conflict; Talks the Talk, Does Not Walk the Walk; Being Intolerant/Inflexible

Competency

  •        Deposits – Keep Commitments and Delivers Results; Manages Risks; Solves Root Cause of  Problems; Promotes Continuous Improvements; Admit When Wrong or Do Not Know; Demonstrates Leadership
  •        Withdrawals -  Does Not Hold People Accountable; Makes Excuses-Blaming Others; Does Not Take Responsibility; Sells Poor Ideas; Does Not Understand the Business; Does Not Measure Success; Is Reactive versus Proactive; Does Not Align with Business

So how can you objectively measure your EBA with colleagues? I use the Trust Quotient:

TQ = EBA Deposits / (EBA Withdrawals * 2.75)

That’s right – withdrawals are more expensive than a single deposit.  So you need 3 deposits to make up for a single withdrawal.

So what are your experiences in building Trust???



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