Transcript Build Trust, Credibility, Respect

Dale Carnegie Training
®
Build Trust,
Credibility,
and Respect
ISO-405-PD-EV-1204-V1.0
Build Trust, Credibility, and Respect
Learning Objectives
• Understand the relationship
between trust, credibility, and
respect
• Minimize trust-busters and restore
broken trust
• Apply principles to cultivate a trustbased work environment
What Is Trust?
Trust: A firm belief that a person
or thing can be relied upon
Defining Trust
Naïve
and
Gullible
Excessive Trust
Healthy
Trust
Responsible
Suspicious
and
Paranoid
Excessive Distrust
Benefits of a Trust-Based Work Environment
• Greater job satisfaction
• More commitment
• Improved productivity
• Less stress
• Creativity flows
• Better customer service
• Greater employee retention
• Satisfied and loyal customers
The TCR Connection
Trust
Respect
Credibility
Trust-Busters
Six Warning Signs of Distrust
1. Low morale and
motivation
2. Absenteeism and
turnover
3. Guarded communication
and/or active rumor mill
Six Warning Signs of Distrust
4. Undercurrent of fear
and worry
5. Cynical and suspicious
behavior
6. Defensive or
aggressive behavior
or communication
Restoring Trust
Trust restored
Positive outcome
Second chance
6
5
7
1 Event
Restoring
Trust
4 Discuss
2
Disappointment,
fear, anger
3 Disengagement
Five Steps to Restore Broken Trust
1. Put your ego aside
2. Take responsibility
3. Meet and discuss
4. Assess needs
5. Let your actions speak for
you
The TCR Equation
Impact of Message
Verbal
7%
Visual
55%
Dr. Albert Mehrabian, UCLA Professor
10-year study of nonverbal communication
38%
Vocal
Principles for Building Trust,
Credibility, and Respect
Commitment to Build Trust,
Credibility, and Respect
Dale Carnegie Training
®
Build Trust,
Credibility,
and Respect
ISO-405-PD-EV-1204-V1.0