Four Leadership Behaviors that Build or Destroy Trust
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1 Four Leadership Behaviors that Build or Destroy Trust Randy Conley Trust Practice Leader The Ken Blanchard Companies Legal Notice: These slides are being provided to support your participation in the online seminar which took place on June 15, 2011, and represent the proprietary intellectual property of The Ken Blanchard Companies. They are protected under international copyright law and cannot be resold, rented, loaned, or circulated to any third party. Additionally, they may not be duplicated or reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise without the expressed written consent of The Ken Blanchard Companies.
2 Agenda The State of Trust Warning Signs of Low Trust Four Key Leadership Behaviors A Model for Building Trust Benefits of High Trust Rebuilding Broken Trust Q & A
3 The State of Trust Only 11% of employees strongly agree that their managers show consistency between their words and actions. Maritz Research Only 7% of employees strongly agree that senior leaders or co-workers look out for their best interests. Maritz Research
4 The State of Trust Only 39% of U.S. employees say they trust the senior leaders at their firms. Watson Wyatt Only 20% of U.S. employees fully trust the organization they work for. Harris Interactive
5 Poll: Which of these Conditions are Present in Your Organization? a. A lack of clear goals & strategic priorities b. Ineffective problem-solving or decision-making c. Policies are not applied fairly and equitably d. Leaders don t walk the talk e. Information is not shared openly f. Good performance is not recognized/rewarded g. A lack of accountability h. Slow response to issues or making decisions
6 Warning Signs of Low Trust Rumors, gossip Secrecy Low risk tolerance Slow decision making Withholding of information High stress
7 Warning Signs of Low Trust Compliance, not cooperation or collaboration Just doing what s required; minimum effort Low engagement & morale
8 Costs of Low Trust Bureaucracy Politics Inefficiency High Turnover Loss of Customers
9 Four Key Leadership Behaviors Trust
10 Four Key Leadership Behaviors Trust Demonstrating Competence
11 Four Key Leadership Behaviors Trust Acting with Integrity Demonstrating Competence
12 Four Key Leadership Behaviors Caring about Others Acting with Integrity Trust Demonstrating Competence
13 Four Key Leadership Behaviors Caring about Others Acting with Integrity Trust Maintaining Reliability Demonstrating Competence
14 Poll: Which behavior engenders the most trust for you? a. Demonstrating Competence (someone being good at what he/she does) b. Acting with Integrity (being honest in word and deed) c. Caring about Others (showing care and compassion) d. Maintaining Reliability (doing what they say they ll do)
15 Trust is based on Perceptions which are formed by Behaviors
16 Building a Workplace Based on Trust Must be able to talk about trust Must be able to act trustworthy Need a common way to view trust
17 The ABCD Trust Model
18 The ABCD Trust Model 1 Expertise 2 Performance Results 3 Facilitation Skills 4 Honesty 5 Values 6 Fair Process 7 People Focus 8 Communication 9 Recognition 10 Responsiveness 11 Accountability 12 Organization
19 Benefits of High Trust Employee retention Organizational loyalty Productivity Creativity Innovation Revenue Employee engagement
20 Trust Busters Behaviors that erode trust.
21 Trust Busters Leaders create low trust when they Don t demonstrate expertise in their jobs Don t achieve results Break confidences, lie, gossip Don t listen
22 Trust Busters Leaders create low trust when they Don t enjoy others or show interest Don t give recognition & rewards Don t follow-through Are unorganized Are unreliable
23 Rebuilding Broken Trust Acknowledge Admit Apologize Assess Agree
24 Closing Thoughts The best time to plant a tree is twenty years ago. The second best time is today. Chinese Proverb
25 Closing Thoughts Transcendent values like trust and integrity literally translate into revenue, profits and prosperity. Patricia Aburdene Megatrends 2010
26 Questions & Answers Randy Conley Trust Practice Leader The Ken Blanchard Companies David Witt Program Director The Ken Blanchard Companies
27 Thank You To learn more about how The Ken Blanchard Companies can help you improve trust in your organization, please visit: Contact us at: or Continue the conversation at
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