Stephen M R Covey uncovers the power of trust in his book, The Speed of Trust. This book articulates the importance of trust in the key leadership competency of the new global economy. It guides a way to establish trust on every level, build character and competence, enhance credibility and create leadership that inspires confidence.

1. The Speed of Trust
The One Thing that
changes everything
Sunil
Raj

2. Contents
The One Thing That Changes Everything
The First Wave – Self Trust
The Second Wave – Relationship Trust
The Third Wave – Organisational Trust
The Fourth Wave – Market Trust
The Fifth Wave – Societal Trust
Smart Trust / Restoring Trust / Inspiring Trust
How trust works

3. The One Thing That Changes Everything
• Trust means confidence. When you trust people, you have
confidence in their integrity and abilities.
• Trust always affect two outcomes – speed and cost. When trust
goes down, speed will also go down and costs will go up. When
trust goes up, speed will also go up and costs will go down.
• The ability to establish, grow, extend and restore trust with all
stakeholders - customers, business partners, investors and co-
workers – is the key leadership competency of the new global
economy

4. How Trust Works
• Trust is a function of two things: character and competence. Character
includes your integrity, motive, intent with people. Competence includes
your capabilities, skills, results, track record. Both are vital.
• The 5 waves of trust:
Self Trust
Relationship
Trust
Organisational
Trust
Market
Trust
Societal
Trust

5. Self Trust – (The Principle of Credibility)
• It’s about developing the integrity, intent, capabilities and results
that make you believable, both to yourself and to others.
• The 4 cores of credibility:
1
Integrity
2
Intent
3
Capabilities
4
Results
Character
Competence
The
First
Wave

6. Core 1 – Integrity (are you congruent?)
Honesty – telling truth and leaving the right impression
Congruence – acting in harmony with one’s deepest values and beliefs
Humility - recognising principle and putting it ahead of self
Courage – to do the right thing even when it is hard
Integrity
–
four
vital
qualities
Make and keep commitments to yourself
Stand for Something
Be open
How
to
increase
integrity
Self assessment – keep questioning yourself

7. Core 2 – Intent (what’s your agenda?)
Motive – genuine caring about society, people, purposes and quality
Agenda – seeking mutual benefit
Behaviour – acting in the best interest of others
What
constitutes
Intent
Examine and refine your motives
Declare your intent
Choose abundance
How
to
improve
intent

8. Core 3 – Capabilities (are you relevant?)
Talents – our natural gifts and strengths
Attitudes – our ways of seeing and being
Skills - our proficiencies, the things we can do well
Knowledge – our learning, insight, understanding and awareness
Dimensions
of
capabilities
Run with your strengths and with your purpose
Keep yourself relevant
Know where you are going
How
to
increase
your
capabilities
Style – our unique approach and personality

9. Core 4 – Results (what is your track record?)
Past Performance – your track record, reputation and achievements
Current Performance – how you are performing today
Anticipated Performance - how you will perform in future
Key
indicators
of
results
Take Responsibility for Results
Expect to Win
Finish Strong
How
to
improve
your
results

10. Relationship Trust – (The Principle of Behaviour)
• It’s about learning how to interact with others in ways that
increase trust and avoid interacting in ways that destroy it
• The following 13 behaviours will enhance your ability to
establish trust in all relationships – both personal and
professional
The
Second
Wave
1. Talk Straight – Be honest. Tell the truth. Don’t manipulate people.
2. Demonstrate Respect – Show you care. Respect the dignity of others.
3. Create Transparency – Get real and genuine. Be open and authentic
4. Right Wrongs – Make things right when you’re wrong. Apologize.

11. Relationship Trust – (The Principle of Behaviour)
The
Second
Wave
8. Confront reality – Don’t skirt the real issues. Lead out courageously.
9. Clarify Expectations – Disclose expectations. Discuss and validate them
10. Practice Accountability – Take responsibility. Be accountable
11. Listen First – Listen before you speak. Understand. Diagnose
5. Show Loyalty – Give credit freely. Acknowledge other’s contribution
6. Deliver Results – Make things happen. Get the right things done.
7. Get Better – Continuously learn and improve. Increase your capabilities
12. Keep Commitments – Don’t break confidences. Do what you promise
13. Extend Trust – Demonstrate a propensity to trust

12. Organizational Trust – (The Principle of Alignment)
• When structures and systems are aligned with the principles that
promote trust, organisations succeed.
• Organisational symbols represent and communicate underlying
paradigms to everyone in the organisation. They can be either
positive or negative and can take many forms including tangible
objects, systems or processes, consistently applied behaviours
or legendary stories.
• The 7 low trust organisational taxes are – redundancy,
bureaucracy, politics, employee disengagement, employee
turnover, stakeholders’ churn and fraud
• The 7 high trust organisational dividends are – increased value,
accelerated growth, enhanced innovation, improved
collaboration, better execution and heightened loyalty
The
Third
Wave

13. Market Trust – (The Principle of Reputation)
• Market trust is all about brand or reputation.
• Market trust deals with external stakeholders.
• On every level, in every relationship, your brand, your reputation
makes a difference. That difference is quantifiable – and it is
directly related to trust, speed and cost.
• Whatever trust we are able to create in our organisation and in
the marketplace is a result of the credibility we first create in
ourselves.
The
Fourth
Wave

14. Societal Trust – (The Principle of Contribution)
• In a high trust society, there is more for everyone. We have more
options and opportunities. We interact with less friction, resulting
in greater speed and lower cost.
• The overriding principle of societal trust is contribution. It’s the
intent to create value instead of destroy it, to give back instead
of take.
• An open society thrives on behaviours such as talking straight,
creating transparency, righting wrongs, practicing accountability,
keeping commitments and extending trust while a closed
terroristic society thrives on counterfeits, on deception, hidden
agendas, justifying wrongs, disregarding commitments, blaming
others and trusting none except those in elite inner circle.
The
Fifth
Wave

15. Smart Trust
• Don’t be extreme in the matter of trust – distrust and blind trust.
Exercise SMART TRUST. Manage trust wisely, in a way that will
avoid the taxes and create the greatest dividends over time.
• Smart Trust is a function of two factors – propensity to trust and
analysis.
• “Propensity to trust” is the tendency to believe that people are
worthy of trust and a desire to extend it to them freely.
• “Analysis” is the ability to evaluate, consider implications and
possibilities and come up with logical decisions and solutions.

16. Smart Trust Matrix
• Suspicion
• Low
Propensity
• High Analysis
• Indecision
• Low
Propensity
• Low Analysis
• Judgement
• High
Propensity
• High Analysis
• Gullibility
• High
Propensity /
• Low analysis
Blind
Trust
Smart
Trust
Distrust
No
Trust
Propensity
of
Trust
Suspicion
Guarded
Abundant
Analysis (Opportunity, Risk,
Credibility)
ZONES

17. Restoring Trust
• Whether you lose the trust of others through a conscious act of
betrayal, poor judgment, an honest mistake, a failure of
competence, or a simple misunderstanding, the path to restoration
is to increase your personal credibility and behave in ways that
inspire trust.
• On every level – societal, market, organisational, relationship and
personal – people have the ability to restore at least some
measure of trust when they have lost it if they are really serious
about doing it.
• When others have lost your trust, follow these 3 guidelines
1. Don’t be too quick to judge
2. Do be quick to forgive
3. Prioritize restoring trust

18. Inspiring Trust
Extending trust to others rekindles the inner spirit – both theirs and
ours. It touches and enlightens the innate propensity we all have to
trust, and to be trusted. It brings happiness to relationships, results
to work and confidence to live. Above all, it produces an
extraordinary dividend in every dimension of our lives: the speed of
trust
Thank you