Presented by: Billie Johnson, CBAP®

bjohnson_cbap@yahoo.comBuchanan Dam, TX

TrustThe Impact on Business Analysis

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Topic

Economics of Trust

Detection of Mistrust

Impact of Mistrust

Building Trust Quickly

Agenda

Image AreaEconomics of Trust

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What about TRUST?• Game changer• Economics of Trust - Simple Formula

Speed

Cost

Trust

Speed

Cost

Trust

The Speed of Trust Pages 13 - 17Mistrust doubles the cost of doing business

-Professor John Whitney, Columbia Business School

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Hidden Variables

• The Trust Tax– Cost of low trust– Cost of inheritance tax

• The Trust Dividend– Performance multiplier– Improves communication, collaboration,

execution, innovation, strategy, relationships,….

What about me? – Am I a walking tax or walking dividend?

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Hidden Variables (continued)

-80% Tax -60% Tax -40% Tax -20% Tax No Tax or Div

+20% Div +40% Div

Toxic culture/ dysfunctional environment

Unhealthyworking environment

“CYA” behavior

Misaligned systems / structures

Healthyworkplace

Effective collaboration

High collaboration

Redundant hierarchy

Intensepolitical atmosphere

Political camps (allies / enemies)

Unnecessary hierarchy

Few office politics

Focus is on the work

Effortless com-munication

Militant stakeholders

Unhappystakeholders

Many dissatisfiedstakeholders

Somedissatisfied stakeholders

Good com-munication

Positive partnering amongstakeholders

Positive / transparent relationships

Micro-management

Time wasted defending positions

Bureaucracy / redundancy in systems

Slow approvals

Aligned systems and structures

Helpful systems and structures

Fully aligned systems and structures

Results = (Strategy X Execution) X Trust (hidden variable)

Image AreaDetection of Mistrust

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Missing Trust Clues

We've always done it

this way

We've always done it

this way

If it ain'tbroke

don't fix it

If it ain'tbroke

don't fix it

The tool/technique that I am using works just fine,

thank you

The tool/technique that I am using works just fine,

thank you

I'm busy right now, please go

away

I'm busy right now, please go

away

Boy, I sure don't

remember telling you

that

Boy, I sure don't

remember telling you

that

Oh, I'm so sorry, but I

forgot to tell you…

Oh, I'm so sorry, but I

forgot to tell you…

Did I tell you that last week?

I'm terribly sorry but that was wrong.

Did I tell you that last week?

I'm terribly sorry but that was wrong.

There is no way I ever said that

There is no way I ever said that

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What causes contribute to this lack of trust in your projects today?

Our distrust is very expensive – Ralph Waldo Emerson

Impact of Mistrust

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Impact of Mistrust• Common Causes for Mistrust

– Fear of job elimination or dramatic change– Fear that the solution will impede/slow down their

workflow (in the name of improvement)– Fear that familiar software will become

incomplete, inaccurate.– Fear that the solution will be hard to learn– Fear of loss of value / stature in the organization– History of bad cooperation and missed

expectations

• Repercussions when trust is not established:– Unhappy Sponsors– Added Scope– Schedule Delays– Team issues

Building Trust (Quickly)

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Building Trust• Elements that build trust:

– Communicate bad news as needed– Act with integrity and honesty– Acknowledge mistakes– Give credit where credit is due– Value each other's input– Make and meet commitments– Be competent within the domain of expertise– Encourage laughter

• Strong correlation between laughter and trust– Define clear roles and responsibilities

• Focusing on the business need and vision also demonstrates business acumen, which in turn builds respect, and leads to trust.

Do the right thing

Get the right thing done

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Tips – Trust Crushers• Elements that demolish trust

– Disclosing confidential information– Creating a competitive environment– Communicating within a hierarchy (rather than team-based

communications)– Not doing what you say– Micromanaging– Not making decisions– Incompetence

REMEMBER When trust is absent, the requirements elicitation process will take longer, be incomplete, and lead to lower morale.

(#)

Two Functions of Trust

Affection Trust

Distrust Respect

Competence

Character

How is your character and competence viewed by

others?

16The 4 Cores of CredibilityAND 13 High Trust Behaviors

Credibility

Integrity

Capability

Results

Intent

Character• Talk Straight• Demonstrate

Respect• Create

Transparency• Right Wrongs• Show Loyalty

Competence• Deliver Results• Get Better• Confront Realty• Clarify

Expectations• Practice

Accountability

Both Character and Competence

• Listen First• Keep

Commitments• Extend Trust

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Well, That’s It!Some thoughts on the propensity to

trust:• It is better to trust and sometimes be

disappointed than to be forever mistrusting and be right occasionally – Neal Maxwell (Educator and Religious Leader)

• I have found that by trusting people until they prove themselves unworthy of that trust, a lot more happens –Jim Burke (Former Chairman and CEO of Johnson & Johnson)

• I bring you the gift of these four words: I believe in you. – BlaisePascal (French Physicist and Mathematician)

Thank you for joining us!

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