February 15, 2010
A reputation of being someone who others can trust is one of the most valuable assets that individuals in leadership and other positions can achieve. It is a critical factor in gaining and maintaining the confidence of employees and customers. Therefore, it plays a pivotal role in contributing to the success of interpersonal relationships and, in turn, the overall organization.
A number of factors influence the level and longevity of trust in a relationship. Unlike a purchased product, trust does not come with a short- or long-term warranty that guarantees it for a defined timeframe. Once established, it can last for years, be eroded gradually, or disintegrate after a single action. However, for trust to be sustainable, it must be built and maintained on a foundation of ethical behavior, credibility, and integrity.
In the current economic environment, we have become aware of serious breaches of trust and have seen numerous organizations and individuals pinpointed among the culprits. There have been widespread ramifications from these activities and the subsequent lack of confidence that they created. According to the results of a May 2009 Harris Poll (www.harrisinteractive.com), only one-quarter of Americans say banks are honest and trustworthy and just four percent hold this belief about Wall Street.
Although the need for trust is always paramount, it becomes even greater during difficult economic times, such as the present, which have been accompanied by a decline in our sense of confidence on many levels. As individuals, we can take steps, such as the following, to build trust in our interpersonal relationships and impact our spheres of influence:
- Ensure that there is consistency between your words and actions. Your credibility will be reinforced by “walking the talk.” However, it will be rapidly lost if there are discrepancies between what you say and the actions that you take.
- Develop a “glass house standard” for your behavior that reflects your integrity. Act as if others can view your actions and adopt the perspective expressed by Will Rogers, "Live in such a way that you would not be ashamed to sell your parrot to the town gossip."
- Avoid participating in gossip that portrays others in a negative manner. Before expressing thoughts of this nature, consider whether you would make these same comments if you knew that the person you are talking about could hear your conversation. Also, remember that those who hear you gossip may begin to wonder what remarks you have been making about them when they were not present.
- Only agree to maintain a request for confidentiality if you intend to honor that commitment. Confidential information should not be shared, even if you receive promises that it will be kept in the strictest confidence.
- Be truthful in your communications. Recognize that the trust that you have established will be undermined or destroyed if it comes to others’ attention that you are providing information or making statements that you know to be inaccurate.
- If you make a mistake, avoid shifting blame to others in an attempt to keep your reputation from being tarnished. Instead, take responsibility for your actions and implement steps to prevent future occurrences.
- Make decisions and take actions based on organizational expectations and generally accepted ethical standards. Adhere to established policies, procedures, and practices. Take ethical principles into consideration, regardless of the situation.
- Demonstrate consistency in the content of your message, regardless of the setting. Your credibility will be damaged, for example, if you are perceived as someone whose viewpoints readily change or flip flop based on your current audience.
- Be aware that your message may lack credibility if there is inconsistency between your verbal and nonverbal communications. Body language, such as facial expressions and gestures, often plays a more significant role than your words in determining whether others perceive that what you are saying is genuine and reflects your thoughts, beliefs, or opinions.
- Recognize that a reputation of trust is fragile and, therefore, requires ongoing attention and self discipline. Keep in mind that the efforts and length of time required to establish your reputation are extensive when compared to the minutes that it takes to mar what you have built.
Barbara Richman, SPHR, is a Senior Consultant with HR Mpact, a Memphis human resource consulting firm providing services that include HR administration, policies, HR audits, employee/labor relations, training, coaching, and communications. Training offered by HR Mpact includes the following topics: e-mail etiquette, respect and civility, harassment-free workplace (online and onsite), discipline and documentation, and customer service. Barbara has written a manual for administering the FMLA. She can be reached at [email protected] or 901.685.9084. Additional information can be found at www.hr-mpact.com.