1. Speed of Trust:Speed of Trust:
The Principles of CredibilityThe Principles of Credibility

2. The Four Cores of CredibilityThe Four Cores of Credibility
““Personal credibility is the foundation of allPersonal credibility is the foundation of all
trust and how to create it.”trust and how to create it.”

3. Core One—Integrity:Core One—Integrity:
Are you congruent?Are you congruent?
• More than “Honesty”More than “Honesty”
• Walking your TalkWalking your Talk
• Congruency—consistency,Congruency—consistency,
agreement and appropriatenessagreement and appropriateness
• Having courage to behave yourHaving courage to behave your
values and beliefsvalues and beliefs

4. Core Two—Intent:Core Two—Intent:
What’s your agenda?What’s your agenda?
• Motives and agendas areMotives and agendas are
straight forward and basedstraight forward and based
on mutual benefiton mutual benefit
• We genuinely care aboutWe genuinely care about
others, not just ourselvesothers, not just ourselves
• Integrity + Intent =Integrity + Intent =
CharacterCharacter

5. Core Three—CapabilitiesCore Three—Capabilities
Are you relevant?Are you relevant?
• Abilities that inspire confidenceAbilities that inspire confidence
• TASKS-Talents, Attitudes,TASKS-Talents, Attitudes,
Skills, Knowledge, StyleSkills, Knowledge, Style
• How we produce resultsHow we produce results
• Capabilities provide the abilityCapabilities provide the ability
to establish, grow, extend, andto establish, grow, extend, and
restore trustrestore trust

6. Core Four—Results:Core Four—Results:
What’s your track record?What’s your track record?
• PerformancePerformance
• Getting the right things doneGetting the right things done
• Establish a positiveEstablish a positive
reputation for performingreputation for performing
• Capabilities + Results =Capabilities + Results =
CompetenceCompetence

7. The Principle of BehaviorThe Principle of Behavior
““How toHow to behave yourselfbehave yourself out of problemsout of problems
you’ve behaved yourself into.”you’ve behaved yourself into.”

8. Behavior #1—Talk StraightBehavior #1—Talk Straight
““The people who I have trouble with… areThe people who I have trouble with… are
people who tend to not give full information.people who tend to not give full information.
They purposefully leave out certain parts ofThey purposefully leave out certain parts of
the story—they distort facts.”the story—they distort facts.”
–Shelley–Shelley
LazarusLazarus

9. Behavior #1—Talk StraightBehavior #1—Talk Straight
• Tell the TruthTell the Truth
• Leave the right impressionLeave the right impression
• Let people know whereLet people know where
you standyou stand
• Use simple languageUse simple language
• ““Call a spade a spade”Call a spade a spade”
• Don’t manipulate peopleDon’t manipulate people
or factsor facts
• Don’t spin the truthDon’t spin the truth

10. Behavior #2—Demonstrate RespectBehavior #2—Demonstrate Respect
““You canYou can judge a person’s characterjudge a person’s character by theby the
way he treats people who can’t help or hurtway he treats people who can’t help or hurt
him.” –Anonymoushim.” –Anonymous

11. Behavior #2—Demonstrate RespectBehavior #2—Demonstrate Respect
• Genuinely care for others—Genuinely care for others—
show itshow it
• Respect the dignity of everyRespect the dignity of every
person and every roleperson and every role
• Treat everyone with respect—Treat everyone with respect—
especially those who can’t doespecially those who can’t do
anything for youanything for you

12. Behavior #2—Demonstrate RespectBehavior #2—Demonstrate Respect
• Show kindness in little thingsShow kindness in little things
• Don’t fake caringDon’t fake caring
• Don’t take existingDon’t take existing
relationships for grantedrelationships for granted
• Apply the Walter ruleApply the Walter rule

13. Behavior #3—Create TransparencyBehavior #3—Create Transparency
““Try to beTry to be transparent, clear and truthfultransparent, clear and truthful. Even when. Even when
it is difficult, and above all when it is difficult.”it is difficult, and above all when it is difficult.”
––Jean Cyril SpinettaJean Cyril Spinetta

14. Behavior #3—Create TransparencyBehavior #3—Create Transparency
• Be open—Be realBe open—Be real
• Be genuine—Be authenticBe genuine—Be authentic
• Err on the side of disclosureErr on the side of disclosure
• ““What you see is what you get”What you see is what you get”

15. Behavior #3—Create TransparencyBehavior #3—Create Transparency
• Tell the truth in a wayTell the truth in a way
people can verifypeople can verify
• Don’t have hiddenDon’t have hidden
agendasagendas
• Don’t hideDon’t hide
informationinformation

16. Behavior #4—Right WrongsBehavior #4—Right Wrongs
““To know what is right and not do it is theTo know what is right and not do it is the
worst cowardiceworst cowardice.” —Confucius.” —Confucius

17. Behavior #4—Right WrongsBehavior #4—Right Wrongs
• Go the extra mileGo the extra mile
• Apologize quicklyApologize quickly
• Make restitutionMake restitution
where possiblewhere possible

18. Behavior #4—Right WrongsBehavior #4—Right Wrongs
• Demonstrate personalDemonstrate personal
humilityhumility
• Don’t cover up thingsDon’t cover up things
• Don’t let pride get inDon’t let pride get in
the way of doing thethe way of doing the
right thingright thing

19. Behavior #5—Show LoyaltyBehavior #5—Show Loyalty
““To retain those who are present,To retain those who are present, be loyalbe loyal toto
those who are absent.” –Stephen R. Coveythose who are absent.” –Stephen R. Covey

20. Behavior #5—Show LoyaltyBehavior #5—Show Loyalty
• Give credit to othersGive credit to others
freelyfreely
• Speak about othersSpeak about others
““as if they were present”as if they were present”
• Acknowledge theAcknowledge the
contributions of otherscontributions of others

21. Behavior #5—Show LoyaltyBehavior #5—Show Loyalty
• Represent others who areRepresent others who are
not there to speak fornot there to speak for
themselvesthemselves
• Don’t bad-mouth othersDon’t bad-mouth others
behind their backsbehind their backs
• Don’t disclose others’Don’t disclose others’
private/confidentialprivate/confidential
informationinformation

22. Behavior #6—Deliver ResultsBehavior #6—Deliver Results
““We judge ourselves by what we feel we areWe judge ourselves by what we feel we are
capable of doing, while otherscapable of doing, while others judge us by whatjudge us by what
we have already donewe have already done.”.”
––Henry Wadsworth LongfellowHenry Wadsworth Longfellow

23. Behavior #6—Deliver ResultsBehavior #6—Deliver Results
• Establish a track record ofEstablish a track record of
resultsresults
• Get the “right” thingsGet the “right” things
donedone
• Make things happenMake things happen

24. Behavior #6—Deliver ResultsBehavior #6—Deliver Results
• Accomplish what you areAccomplish what you are
hired to dohired to do
• Be “on time/withinBe “on time/within
budget”budget”
• Don’t make excuses forDon’t make excuses for
not deliveringnot delivering

25. Behavior #7—Get BetterBehavior #7—Get Better
““TheThe illiterateilliterate of the 21of the 21stst
Century will not be justCentury will not be just
those who cannot read and write but alsothose who cannot read and write but also thosethose
who cannot learn, unlearn, and relearnwho cannot learn, unlearn, and relearn.”.”
——Alvin TofflerAlvin Toffler

26. Behavior #7—Get BetterBehavior #7—Get Better
• Seek feedback—formal andSeek feedback—formal and
informalinformal
• Act on feedback—ThankAct on feedback—Thank
people for feedbackpeople for feedback
• Learn from mistakesLearn from mistakes
• Continuously improveContinuously improve

27. Behavior #8—Confront RealityBehavior #8—Confront Reality
““The first responsibility of a leader is toThe first responsibility of a leader is to
confront realityconfront reality.” –Max Dupree.” –Max Dupree

28. Behavior #8—Confront RealityBehavior #8—Confront Reality
• Address the tough stuffAddress the tough stuff
directlydirectly
• Acknowledge the “unsaid”Acknowledge the “unsaid”
• Don’t “skirt” the real issuesDon’t “skirt” the real issues
• Don’t bury your head inDon’t bury your head in
the sandthe sand

29. Behavior #9—Clarify ExpectationsBehavior #9—Clarify Expectations
““Almost all conflict is the result of violatedAlmost all conflict is the result of violated
expectations.”expectations.”
——Blaine LeeBlaine Lee

30. Behavior #9—Clarify ExpectationsBehavior #9—Clarify Expectations
• Create shared vision andCreate shared vision and
agreement about what is to beagreement about what is to be
donedone up frontup front
• Disclose and reveal expectationsDisclose and reveal expectations
• Discuss expectationsDiscuss expectations
• Renegotiate if necessaryRenegotiate if necessary

31. Behavior #10—Practice AccountabilityBehavior #10—Practice Accountability
““All power is trust; and we areAll power is trust; and we are
accountableaccountable for its exercise.”for its exercise.”
——Benjamin DisraeliBenjamin Disraeli

32. Behavior #10—Practice AccountabilityBehavior #10—Practice Accountability
• Hold yourself accountableHold yourself accountable
• Hold others accountableHold others accountable
• Take responsibility forTake responsibility for
resultsresults
• Be clear on how you willBe clear on how you will
communicatecommunicate
results/accountabilityresults/accountability

33. Behavior #10—Practice AccountabilityBehavior #10—Practice Accountability
• Don’t avoid or shirkDon’t avoid or shirk
responsibilityresponsibility
• Don’t blame othersDon’t blame others
or point fingers whenor point fingers when
things go wrongthings go wrong

34. Behavior #11—Listen FirstBehavior #11—Listen First
““We’ve all heard the criticism ‘he talks tooWe’ve all heard the criticism ‘he talks too
much’. When was the last time you heardmuch’. When was the last time you heard
someone criticized for listening too much?”someone criticized for listening too much?”
——Norm AugustineNorm Augustine

35. Behavior #11—Listen FirstBehavior #11—Listen First
• Listen before you speakListen before you speak
• Seek first to understandSeek first to understand
• Diagnose/analyzeDiagnose/analyze
• Listen with your ears,Listen with your ears,
eyes, and hearteyes, and heart

36. Behavior #11—Listen FirstBehavior #11—Listen First
• Don’t assume you knowDon’t assume you know
what matters most towhat matters most to
othersothers
• Don’t presume you haveDon’t presume you have
all the answers—or allall the answers—or all
the questionsthe questions

37. Behavior #12—Keep CommitmentsBehavior #12—Keep Commitments
““Always deliver what you say you will.Always deliver what you say you will. Never make aNever make a
promise that you can’t follow through on.promise that you can’t follow through on. The way youThe way you
really build trust, in a sense is through crucibles. You havereally build trust, in a sense is through crucibles. You have
to show that you will do your part, even if it isto show that you will do your part, even if it is
difficult.”—Dennis Rossdifficult.”—Dennis Ross

38. Behavior #12—Keep CommitmentsBehavior #12—Keep Commitments
• Say what you are going to do—then do itSay what you are going to do—then do it
• Make commitments carefully—then keep themMake commitments carefully—then keep them
• Make keeping your commitmentsMake keeping your commitments
a symbol of your honor.a symbol of your honor.
• Don’t break confidencesDon’t break confidences
• Don’t “PR” or spin or way out of a commitmentDon’t “PR” or spin or way out of a commitment

39. Behavior #13—Extend TrustBehavior #13—Extend Trust
““Leadership withoutLeadership without mutual trustmutual trust is ais a
contradiction in terms.”—Warren Benniscontradiction in terms.”—Warren Bennis

40. Behavior #13—Extend TrustBehavior #13—Extend Trust
• Change trust from aChange trust from a
noun to an action verbnoun to an action verb
• Demonstrate aDemonstrate a
propensity to trustpropensity to trust
• Extend trustExtend trust
conditionallyconditionally to thoseto those
who are in the processwho are in the process
of earning itof earning it

41. Behavior #13—Extend TrustBehavior #13—Extend Trust
• Don’t withhold trust becauseDon’t withhold trust because
there is a risk involvedthere is a risk involved
• Learn how to extend trust basedLearn how to extend trust based
upon the situation, risk, andupon the situation, risk, and
credibility (character andcredibility (character and
competence)competence)
• Don’t be “naïve” in extendingDon’t be “naïve” in extending
trust to those who have shown atrust to those who have shown a
history of violating your trusthistory of violating your trust

43. Quadrant One: Blind TrustQuadrant One: Blind Trust
““This quadrant encourages others to take advantage of you.This quadrant encourages others to take advantage of you.
• High Propensity to Trust/Low Analysis of RiskHigh Propensity to Trust/Low Analysis of Risk
• Examples:Examples: Pollyanna;Pollyanna;
W.C. Fields; Suckers; NaïveW.C. Fields; Suckers; Naïve
• Fall for the line (over and over)Fall for the line (over and over)
• You are Gullible (the key word)You are Gullible (the key word)

44. Quadrant One: Blind TrustQuadrant One: Blind Trust
• ““Once bittenOnce bitten
(oh come on bite me again)”(oh come on bite me again)”
• You mistake your naturalYou mistake your natural
propensity to trust for instinctpropensity to trust for instinct
and intuitionand intuition
• ““Burn me once shame on you,Burn me once shame on you,
Burn me twice (same on you again)”Burn me twice (same on you again)”

45. Quadrant Two: Smart TrustQuadrant Two: Smart Trust
This quadrant encourages innovation, collaboration, partnering,This quadrant encourages innovation, collaboration, partnering,
loyalty, and accountability.loyalty, and accountability.
• High Propensity to Trust/High Analysis of RiskHigh Propensity to Trust/High Analysis of Risk
• This synergy elevates instinct and intuition toThis synergy elevates instinct and intuition to
• GOOD JUDGEMENT (the key words).GOOD JUDGEMENT (the key words).
• You possess good people judgment and good businessYou possess good people judgment and good business
judgmentjudgment
• ““Once bitten, twice shy”Once bitten, twice shy”

46. Quadrant Two: Smart TrustQuadrant Two: Smart Trust
• Accountability applies withinAccountability applies within
the context of TRUSTthe context of TRUST
• ““Trust and verify.”Trust and verify.”
——Ronald ReaganRonald Reagan
• ““Burn me once, shame oneBurn me once, shame one
you. Burn me twice, shameyou. Burn me twice, shame
on me.”on me.”

47. Quadrant Three: No TrustQuadrant Three: No Trust
This quadrant encourages insecurity, protectiveness, apprehension,This quadrant encourages insecurity, protectiveness, apprehension,
tentativeness, and immobilization.tentativeness, and immobilization.
• Low Propensity to Trust/Low Analysis of RiskLow Propensity to Trust/Low Analysis of Risk
• The worst of both worldsThe worst of both worlds
• Indecision (the key word)Indecision (the key word)
• You don’t trust anyone;You don’t trust anyone;
including yourselfincluding yourself
• ““You won’t bite me, I won’t let you close enough”You won’t bite me, I won’t let you close enough”
•

48. Quadrant Four: DistrustQuadrant Four: Distrust
This quadrant encourages over reliance on yourself, over analyzesThis quadrant encourages over reliance on yourself, over analyzes
everything, missed opportunities, micromanagement, low moraleeverything, missed opportunities, micromanagement, low morale
• Low Propensity to Trust/High Analysis of RiskLow Propensity to Trust/High Analysis of Risk
• Extend trust cautiously if at all.Extend trust cautiously if at all.
• Do not trust anyone, but themselvesDo not trust anyone, but themselves
• Suspicion (the key word)Suspicion (the key word)
• You keep your cards close to your vest and don’t let others inYou keep your cards close to your vest and don’t let others in

49. Quadrant Four: DistrustQuadrant Four: Distrust
• You keep your cards close to your vest, you don’t letYou keep your cards close to your vest, you don’t let
others inothers in
• You keep control of yourself.You keep control of yourself.
You analyze risk, make evaluations,You analyze risk, make evaluations,
decisions and execute on your owndecisions and execute on your own
• You cut yourself off from opportunities and ideasYou cut yourself off from opportunities and ideas
• ““You won’t bite me or burn me, if it is to be done right, IYou won’t bite me or burn me, if it is to be done right, I
must do it myself.”must do it myself.”

50. Q&AQ&A
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