© 2008 TrustWorks Group, Inc.
Building and Maintaining Building and Maintaining Workforce Trust: Workforce Trust: The Key to Sustainable The Key to Sustainable PartnershipsPartnerships
Leslie LarrabeeInterim Director Center for Training & Development College of the Desert
Marty Waller, MBABusiness Development ManagerCNM Workforce Training CenterCentral New Mexico Community College
© 2008 TrustWorks Group, Inc.
WORKPLACE TRUST: Just WORKPLACE TRUST: Just Another “Touchy-Feely” Topic?Another “Touchy-Feely” Topic?
© 2008 TrustWorks Group, Inc.
Effects of Trust in the WorkplaceEffects of Trust in the Workplace
Enron failure fuels investor distrust
SEATTLETIMES.COM
December 6, 2001
The Fragility of Organizational Trust: Lessons From the Rise and Fall of Enron
STEVEN C. CURRALL and MARC J. EPSTEINApril 3, 2003
^̂
DIS-DIS-
© 2008 TrustWorks Group, Inc.
Effects of Trust in the WorkplaceEffects of Trust in the Workplace^̂
DIS-DIS-
Spouse Trouble: Management Consulting (management problems due to distrust between Andersen Worldwide units Arthur Andersen and Andersen Consulting)
The Economist (US)
June 1997
© 2008 TrustWorks Group, Inc.
Fallout: distrust, uncertainty
WORLDCOM: The latest scandal isn't a surprise to some. Others await the next financial debacle.
By JEFF HARRINGTON, Times Staff Writer
© St. Petersburg Times, June 27, 2002
Effects of Trust in the WorkplaceEffects of Trust in the Workplace^̂
DIS-DIS-
© 2008 TrustWorks Group, Inc.
Effects of Trust in Effects of Trust in YOURYOUR Workplace Workplace^̂
DIS-DIS-
Taking credit for someone else’s work
Playing favorites Dishonesty Withholding information Talking about people
behind their backs Lying Breaking promises Not following through No or negative feedback Demeaning Demanding Personal attacks
Asking for input and ideas Validation Praise Recognition Encourage potential Sharing information Inclusion in decision-
making Advocating Listening Safe environment Get results Caring
© 2008 TrustWorks Group, Inc.
We Know It When We Feel ItWe Know It When We Feel It
The Ouch Factor: Trust Busters Behaviors that erode or destroy trust,
e.g. lying
The Aaaah Factor: Trust Boosters Behaviors that build and sustain trust,
e.g. praise and recognition
© 2008 TrustWorks Group, Inc.
Trust is the FoundationTrust is the Foundation
All relationships Safe work environment Confidence building Productivity Risk taking Creativity and innovation Loyalty to organizations
© 2008 TrustWorks Group, Inc.
Did you know that you can Did you know that you can identify and modify trust boosting identify and modify trust boosting and trust busting behaviors?and trust busting behaviors?
© 2008 TrustWorks Group, Inc.
TrustWorks!TrustWorks!®® Model Model
a Able
bcd
Believable
Connected
Dependable
Demonstrate Competence
Act with Integrity
Care about Others
Maintain Reliability
ELEMENTS COMPONENTS
Components include 3 identifiable behaviors
Components include 3 identifiable behaviors
Components include 3 identifiable behaviors
Components include 3 identifiable behaviors
© 2008 TrustWorks Group, Inc.
A Common LanguageA Common Language
Allows Communication
About issues impacting performance, motivation, sustainability
Without attacking or demoralizing
That opens and encourages dialogue
© 2008 TrustWorks Group, Inc.
Self AssessmentSelf Assessment Give employees meaningful feedback on their
performance Make sure employees receive sufficient guidance in how
to be effective in their jobs Admit when I am wrong Avoid talking behind people’s back Listen well Share information about myself Do what I say I will do Make promises that I can keep
Hardly Ever [ H S O V A ] Always
© 2008 TrustWorks Group, Inc.
Trust Trust ScorecardScorecard1. Enter the number of
H, S, O, V and A responses from your self-assessment for each section - A, B, C, D.
2. Multiply by the number indicated and enter your result.
3. Add the result of each to determine your total score for each section.
© 2008 TrustWorks Group, Inc.
Self-Perception Self-Perception
Use Action Plan Sheet What Trust Elements are your highest?
What Trust Elements are your lowest?
Create Next Steps to strengthen trust behaviors
© 2008 TrustWorks Group, Inc.
Think About a SituationThink About a SituationBack HomeBack Home
Using the Trust Worksheet: Describe a situation that demonstrates trust, either good or
bad low morale, poor results, strong team effort,
good communication, etc.
Identify the key person(s) and behaviors impactingthe situation
Using the ABCD Trust Model, identify the Trust Element where the behaviors occur
A = lack of results
Create a plan on how to address/manage the situation
© 2008 TrustWorks Group, Inc.
The Trust Buzz…The Trust Buzz…Rebuilding Trust in
the Workplacehealingtheworkplace.wordpress.com
July 20, 2008At least one quarter of all people visiting this blog have clicked on
the post Building Trust in the Workplace. I suppose that this
shouldn’t surprise me given that this blog is called healing the
workplace.Trust is a core value for most of us and the opposite of trust is
betrayal. So…when trust is broken in organizations… employees feel betrayed.
© 2008 TrustWorks Group, Inc.
Current Communications/Team Current Communications/Team Building/Leadership ProgramsBuilding/Leadership Programs
© 2008 TrustWorks Group, Inc.
Trust ToolsTrust Tools
Facilitator Kit
Participant Kit
PACE Assessment
360° Assessment
Support Tools
© 2008 TrustWorks Group, Inc.
Words From the Master…Words From the Master…
Marty Waller, MBAMarty Waller, MBABusiness Development ManagerCNM Workforce Training CenterCentral New Mexico Community College
© 2008 TrustWorks Group, Inc.
Lovelace Health PlanLovelace Health Plan
Addressing Trust TrustWorks tools in the solution mix Training Impact on client environment Sustaining client partnership
© 2008 TrustWorks Group, Inc.
US Forest ServiceUS Forest Service
© 2008 TrustWorks Group, Inc.
TrustWorks TrustWorks Community College Community College
Channel Partner Channel Partner ProgramProgram
Discounts Facilitator Training Sales Training Channel Support
© 2008 TrustWorks Group, Inc.
Building and Maintaining Workforce Building and Maintaining Workforce Trust: Trust: The Key to Sustainable PartnershipsThe Key to Sustainable Partnerships
Questions?
© 2008 TrustWorks Group, Inc.24
Resources for YouResources for You
Leslie LarrabeeLeslie LarrabeeInterim Director, Center for Training & DevelopmentCollege of the DesertOffice Direct: (760) 773-2530Email: [email protected]
Marty Waller, MBAMarty Waller, MBABusiness Development ManagerCNM Workforce Training CenterOffice Direct: (505) 224-5229Email: [email protected]
Cindy OlmsteadCindy OlmsteadPresident/FounderTrustWorks Group, Inc.Office Direct: (619) 295-5678Email: [email protected]
Barbara DorrisChannel Marketing ManagerTrustWorks Group, Inc.Office Direct: (619) 295-5678Email: [email protected]
TRUSTWORKS GROUP, INC.
COMMUNITY COLLEGES