Deepavali – the season of colours, crackers and sweets is here. Its also the season of sharing gratitude and wishing each other well. So here’s wishing each of my readers’ abundant success propelled by the magic potion of TRUST; for it is TRUST that makes the world go round.
So what is trust really? A question which brings me neatly to the topic of this post — this post presents an insightful framework on TRUST from Covey’s wonderful book “The Speed of Trust”. And TRUST as he defines it (and we will see as we move further down this essay) includes not just honesty and such stuff which are nice but don’t produce tangible results- he also includes a multi-dimensional view allowing TRUST to inspire mega- success. So let’s get going already.
Here’s a wonderful picture from him elaborating the framework:
1. Integrity: He’s talking about congruence — where our thoughts, words and deeds all are integrated. Beings with integrity inspire trust — across fields — of course we all remember Gandhi and Mandela as symbols of integrity who spoke from their heart and walked their talk. But other folks — our young Nobel winner this year (Malala), the most successful financial genius of our times (Warren Buffet), maverick entrepreneur (Elon Musk and Steve Jobs before him) — all of them — when you think about it — are congruent in entirety. Integrity while not visible, holds the very foundation of trust (which is why its depicted by the roots)
2. Intent: Do you think win-win consistently? Do you have the welfare of your client, of your team-members, your peers — whoever it is you are dealing with — covered? If not, others will quickly sense this and wouldn’t be comfortable trusting you. The book has a wonderful example where Warren Buffet closes a deal sans lawyers — because he trusts the other team — and the whole deal gets closed much, much faster. Thats the power of intent at work for you!
3. Capabilities: TRUST also needs capabilities when you think about it. If I am a good guy at heart, you’ll like me — but will you trust me to run your finances? You’ll want to make sure of my capability here. So upscaling continuously is critical to ensure we stay at the top of the game. When we look at the best sportsmen, this becomes clear. We know they have their hearts in the right place and are focussed on winning — but if they want to represent the best teams and be counted among the elite, they have to continuously train and stay on top of the game. Business is no different.
4. Credibility: Let’s say a friend has a health condition that requires a complicated surgery. A young surgeon has graduated at the top of his class (capability), has a great work ethic and inspires trust in his dealings with the medical fraternity and patients (integrity and intent) — wouldn’t we still hesitate to let him operate if this happened to be his first surgery? That’s detailing how critical credibility can be — a track record that establishes credentials and therefore trust is integral to successful partnerships.
Thats one powerful framework in a wonderfully easy-to-remember picture(needless to say, any errors in interpretation are mine alone too!). The book also details a set of behaviours which enable trust to be built (and even a few tips on regaining lost trust) and has a few questionnaires that help you evaluate and orient yourself to a target – in short it leads you by the hand on the steps toward a world of greater trust. Let me reiterate, this is a life changing book — and written well. Do grab a copy when you get the chance — and in the meantime here’s wishing you success in developing all the four dimensions and becoming the epitome of TRUSt for all those who come in contact with you.