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Trust - a 360 degree perspective HRINZ

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jaylcarroll

1. The document discusses the importance of trust in the workplace from multiple perspectives including employees, management, and boards/stakeholders. 2. It uses a case study of KiwiRail to illustrate how open communication from leadership after a service disruption can help rebuild passenger trust. 3. Various models and frameworks are presented for developing trust through actions like transparency, integrity, treating people fairly, having open communication, and delivering on commitments.

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Trust – a 360 Degree Perspective
 
What was the Pay-off? Organisation Employee High Performance Discretionary Effort Dedicated Employee Company First Remuneration Increases Development Advancement Security Recognition
 
Agenda Define Trust The DominionPost /TwitterTest Small group discussion around case study World of Work Models of Trust What practical things can we do?
Trust Confidence that — others’ actions are consistent with their words the people with whom you work are concerned about your welfare and interests apart from what you can do for them the skills you have developed are respected and valued by your co-workers and the larger organisation, and who you are and what you believe truly matter in the workplace Development Dimensions International
Trust Trust is not some soft, illusive quality that you either have or you don’t; rather trust is a pragmatic, tangible, actionable asset that you can create – much faster than you probably think possible. Steven Covey From “The Speed of Trust”
Case Study KiwiRail On Monday 15 and Tuesday 16 February 2010, passenger services were disrupted in Wellington.
In The Dominion Post on February 24 th 2010, Jim Quinn, CEO of KiwiRail, wrote an open letter to Wellington Rail Passengers outlining:- What happened and what was the cause Where KiwiRail failed passengers most What they were doing to prevent it happening again What they were proposing to do for passengers – a “free day” on February 26 th plus a 5% discount when purchasing March pass.
In small groups Read the open letter from the CEO of KiwiRail Discuss and note the impact of this letter on the level of “Passenger Trust” with KiwiRail Then discuss the potential impact on Trust Levels from the perspective of the:- Board/Other Stakeholders eg Government Managers/Staff
Additional Article Read the article What impact does this have on the levels of Passenger Trust? What impact might this have the Board’s level of Trust?
Our World of Work
How has work changed from mid 20 th century? Economic Recession Short term focus Recruitment and Remuneration freezes Redundancies Global Competition Efficiency drives Introduction of new legislation Unethical Behaviour Increased worker mobility Face of the workforce
What impact does this have on Trust? Employees no longer trust their leaders Spend time “covering their backs” Spend less time producing results Are less likely to be innovative Unlikely to be motivated to display discretionary effort Reduction in productivity and performance Employees who are cynical about their leaders and their organisations but have nowhere to go The need to adapt our leadership style to the changing face of the workforce
Leading “Clevers” Rob Goffee and Gareth Jones Leading your smartest, most creative people, Clever Dos Don’ts Tell them what Tell them how Provide boundaries (agree on simple rules) Create bureaucracy Give people time Interfere Talk straight Use bull or deceive Conduct and connect Don’t take all the credit as the leader Give people space and resources Let them burn out
How are we adapting? Changes/Refinements in the Boardroom Disclosure, compliance and transparency Accurate and complete information Credibility through delivery of results Integrity Strategies to retain mobile workforce
What can you do to rebuild Trust? Address the behaviour of others where they are demonstrating “Trust – breaking” behaviours Be proactive in building and maintaining trust Create a climate to foster trust
Trust Builders Foster open communication Be reliable and consistent Treat everyone with fairness and respect Show confidence in others Development Dimensions International
Steven Covey “The Speed of Trust” 1. Integrity 2. Intent 3. Capabilities 4. Results
Talk Straight Demonstrate Respect Create Transparency Right Wrongs Deliver Results Clarify Expectations Listen First Keep Commitments Stephen Covey, The Speed of Trust
As a manager: What do I look for in my CEO and Board to engender a sense of trust? As a staff member: What do I look for in management to engender a sense of trust?

More Related Content

Trust - a 360 degree perspective HRINZ

  • 1. Trust – a 360 Degree Perspective
  • 2.  
  • 3. What was the Pay-off? Organisation Employee High Performance Discretionary Effort Dedicated Employee Company First Remuneration Increases Development Advancement Security Recognition
  • 4.  
  • 5. Agenda Define Trust The DominionPost /TwitterTest Small group discussion around case study World of Work Models of Trust What practical things can we do?
  • 6. Trust Confidence that — others’ actions are consistent with their words the people with whom you work are concerned about your welfare and interests apart from what you can do for them the skills you have developed are respected and valued by your co-workers and the larger organisation, and who you are and what you believe truly matter in the workplace Development Dimensions International
  • 7. Trust Trust is not some soft, illusive quality that you either have or you don’t; rather trust is a pragmatic, tangible, actionable asset that you can create – much faster than you probably think possible. Steven Covey From “The Speed of Trust”
  • 8. Case Study KiwiRail On Monday 15 and Tuesday 16 February 2010, passenger services were disrupted in Wellington.
  • 9. In The Dominion Post on February 24 th 2010, Jim Quinn, CEO of KiwiRail, wrote an open letter to Wellington Rail Passengers outlining:- What happened and what was the cause Where KiwiRail failed passengers most What they were doing to prevent it happening again What they were proposing to do for passengers – a “free day” on February 26 th plus a 5% discount when purchasing March pass.
  • 10. In small groups Read the open letter from the CEO of KiwiRail Discuss and note the impact of this letter on the level of “Passenger Trust” with KiwiRail Then discuss the potential impact on Trust Levels from the perspective of the:- Board/Other Stakeholders eg Government Managers/Staff
  • 11. Additional Article Read the article What impact does this have on the levels of Passenger Trust? What impact might this have the Board’s level of Trust?
  • 12. Our World of Work
  • 13. How has work changed from mid 20 th century? Economic Recession Short term focus Recruitment and Remuneration freezes Redundancies Global Competition Efficiency drives Introduction of new legislation Unethical Behaviour Increased worker mobility Face of the workforce
  • 14. What impact does this have on Trust? Employees no longer trust their leaders Spend time “covering their backs” Spend less time producing results Are less likely to be innovative Unlikely to be motivated to display discretionary effort Reduction in productivity and performance Employees who are cynical about their leaders and their organisations but have nowhere to go The need to adapt our leadership style to the changing face of the workforce
  • 15. Leading “Clevers” Rob Goffee and Gareth Jones Leading your smartest, most creative people, Clever Dos Don’ts Tell them what Tell them how Provide boundaries (agree on simple rules) Create bureaucracy Give people time Interfere Talk straight Use bull or deceive Conduct and connect Don’t take all the credit as the leader Give people space and resources Let them burn out
  • 16. How are we adapting? Changes/Refinements in the Boardroom Disclosure, compliance and transparency Accurate and complete information Credibility through delivery of results Integrity Strategies to retain mobile workforce
  • 17. What can you do to rebuild Trust? Address the behaviour of others where they are demonstrating “Trust – breaking” behaviours Be proactive in building and maintaining trust Create a climate to foster trust
  • 18. Trust Builders Foster open communication Be reliable and consistent Treat everyone with fairness and respect Show confidence in others Development Dimensions International
  • 19. Steven Covey “The Speed of Trust” 1. Integrity 2. Intent 3. Capabilities 4. Results
  • 20. Talk Straight Demonstrate Respect Create Transparency Right Wrongs Deliver Results Clarify Expectations Listen First Keep Commitments Stephen Covey, The Speed of Trust
  • 21. As a manager: What do I look for in my CEO and Board to engender a sense of trust? As a staff member: What do I look for in management to engender a sense of trust?