Leading at the
®
Speed of Trust
For the
Pacific Northwest Association of
Independent Schools
2008 Fall Heads Conference
Presented by Denis W. Stoddard Ph.D.
Tuesday October 28, 2008
CoveyLink
influencing influencers
™
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New Book
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The One Thing That
Changes Everything
The ability to establish, grow,
extend, and restore trust with all
stakeholders – customers,
suppliers, investors, and coworkers – is the key leadership
competency of the new global
economy.
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The Trust Tax
Trust
Speed
=
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Cost
The Trust Dividend
Trust
Speed
=
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Cost
High Trust is a Dividend
• Total Return to Shareholders for
organizations with high trust is almost
_% higher than organizations with
low trust
Watson Wyatt study, 2002
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Distrust Kills
“Above all, success in business
[organizations] requires two
things: a winning competitive
strategy and superb
organizational execution.
Distrust is the enemy of both.”
Robert Shaw, Trust in the Balance
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Getting Results
_______
X
________ = Results
__ x __ = R
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The Impact of Trust
(Strategy x Execution)
(S x E)
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= Results
= R
The Promise
• The purpose of this
seminar is to explore
how you, as a leader,
can get results in a way
that inspires trust.
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Making the Shift
____
Paradigm Shift
TRUST
________
______
Behavior Shift
Language Shift
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Defining Trust
1. Trust is Confidence.
The opposite of trust is Suspicion.
2. Trust includes both Character &
Competence.
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The 4 Cores of Credibility
4. ________
Competence
3. ___________
2. ________
Character
1.__________
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Integrity Accelerators
1. Make and keep Commitments
to yourself
2. Stand for something
3. Be Open
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Intent Accelerators
1. Consider your Motives
2. Open your Agenda
3. Choose Abundance
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Capabilities Acclerators
1. Run with your STrengths (and
with your purpose)
2. Keep yourself Relevant
3. Know where you're Going
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Increasing Results
1. Take Responsibility for
Results (not just activities)
2. Expect to Win
3. Finish strong
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13 BEHAVIORS OF
HIGH TRUST LEADERS
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13 behaviors - Speed
Learning Exercise
• Pair up with a partner. One of you take
the even numbered behaviors and one
take the odd numbered behaviors.
• After a brief review of your assigned
behaviors (left hand column only), take
turns explaining the behaviors in your
own words to your partner.
• Explain how each behavior builds trust.
• Illustrate this behavior with an example
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from your everyday work life.
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Character Behaviors
1.
2.
3.
4.
5.
Talk Straight
Demonstrate Respect
Create Transparency
Right Wrongs
Show Loyalty
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Competence Behaviors
6. Deliver Results
7. Get Better
8. Confront Reality
9. Clarify Expectations
10. Practice Accountability
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Character and
Competence Behaviors
11. Listen First
12. Keep Commitments
13. Extend Trust
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SOLVE THE SCENARIOS
• Pair up with a partner.
• Each select a different scenario.
• Each review the 13 behaviors and
select 2-3 that you believe will best
solve your chosen scenario.
• Take turns role playing out or talking
through your chosen scenario using
the 2-3 behaviors you selected as a
guide.
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PNAIS SCENARIOS
1. You need to give performance feedback
to a teacher at your school who gets
defensive whenever you correct him.
How can you do this in a way that will
increase trust?
2. The Board and Head are struggling with
a major issue of a very confidential
nature and one Board member seems to
be leaking information to other parents
who are not on the Board. What do you
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do?
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PNAIS SCENARIOS
3. One of your faculty members has not
kept a commitment to a parent and now
the parent has contacted you. How will
you respond – to both the parent and
your faculty member?
4. It’s the third time this month you have
been late to a weekly coordination
meeting with your staff. What language
of trust can you use?
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PNAIS SCENARIOS
5. The Board Chair has arrived early for
a Board meeting to tell you that
several Board members have
expressed concern over your not
sharing some very important
information with them. How will you
respond to the Board’s concerns?
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Character
Competence
Self Trust
Relationship Trust
Organizational Trust
Market Trust
Societal Trust
Self
Relationship
Organizational
Market
Societal
Credibility
Behavior
Alignment
Reputation
Contribution
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The Smart Trust™
Matrix
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Restoring Trust Approach:
YOU LOST THEIR TRUST
1. Start with Self, Practice
Accountability.
2. Declare Your Intent.
3. Listen First, Demonstrate Respect.
4. Right Wrongs.
5. Signal Your Behavior.
6. Behave Your Way Out of the
Problem.
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Applying Restoring Trust
(YOU LOST THEIR TRUST)
Identify a situation where a person
has lost trust in you.
1. Loss = Character or Competence?
2. Their view of your 4 Cores?
3. How important is it to you?
4. Both willing to try to restore trust?
5. What will you do to increase trust?
6. When will you meet to start?
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Restoring Trust Approach:
THEY LOST YOUR TRUST
1.
2.
3.
4.
5.
6.
Start with Self.
Demonstrate Respect.
Confront Reality and Talk Straight.
Listen First.
Clarify Expectations.
Extend Smart Trust.
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Applying Restoring Trust
(THEY LOST YOUR TRUST)
Identify a person you don’t trust.
1. Loss = Character or Competence?
2. Impact per 4 Cores?
3. How important is restoring trust?
4. Both willing to try to restore trust?
5. What do you want them to do?
6. How will you address this with
him/her?
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Language for
Restoring Trust
“I lost confidence in you when _____
because _________________.”
“What will make things right is ____.”
“This is what I commit to do ______.”
“Going forward I will ____________.”
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COMMITMENT
Review the 13 Behaviors and write
down the commitment you will make to
increase trust in your organization.
___________________________________
___________________________________
___________________________________
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