This post comes from our upcoming book, The Trusted Advisor Fieldbook: A Comprehensive Toolkit for Leading With Trust, from the chapter on Implementing a Culture of Trust. Tools for trust initiatives include principles, or values, at the organizational level, and personal attributes, or virtues, at the individual level. The chapter explores five tools for implementing trust change initiatives: leading by example, stories, vocabulary, and managing with wisdom. This post explores two diagnostic tools: the Trust Temperament™ and the Trust Roadmap™.
We will be sharing selected portions of the book with our readers leading up to the publication date. The Trusted Advisor Fieldbook will be available from Wiley Books on October 31, 2011, or you can pre-order The Trusted Advisor Fieldbook today.
What is a high-trust organization?
Our definition: an organization of people who are trustworthy, and appropriately trusting, working together in an environment that actively encourages those behaviors in employees as well as stakeholders.
Creating a culture of trust requires a different emphasis than do most change initiatives. What works to reduce accident rates, increase customer-centricity, or become ISO-9000 compliant isn’t the same as what’s needed to create a high-trust organization.
Trust is about interpersonal relations. For people to trust and be trusted by others, they must take personal risks and face personal fears in ways that cannot, by their nature, be fully planned and structured in ways that typical change initiatives can rely on.
That suggests a different emphasis: an initiative built around personal change.
Two keys to trust culture change: virtues and values
Creating a high-trust culture boils down to two main thrusts: virtues and values. “Virtues” are the personal qualities that high-trust people embody, and “values” are what guide the organizations they work in. In trust-based organizations, virtues and values are consistent and mutually reinforcing.
We use these words very intentionally, because they’re commonly understood–and common language matters. Each deserves its own word and understanding, and both are required for trust culture change. In our experience, some companies rightly focus on organizational values, but few focus enough on personal virtues.
The virtues of trust are personal, and involve your level of trustworthiness and your ability to trust. The virtues of trust are contained in the trust equation: credibility, reliability, intimacy, and self-orientation.
It is virtuous for someone to tell the truth, to behave dependably, to keep confidences, and to be mindful of the needs of others. Unless people take personal responsibility for their own behavior around trust, the organization will never be a trust-based organization.
The values of trust are institutional, and drive the organization’s external relationships, leadership, structure, rewards, and key processes. The values of a trust-based organization are reflected in the four trust principles: other-focus, collaboration, medium- to long-term perspective, and transparency. An organization that espouses these values treats others with respect, has an inclination to partner, has a bias toward a longer timeframe, and shares information.
Trust-based organizations take values very seriously. If your organization has never fired someone for a values violation, then either you’ve been astoundingly successful in your hiring and development efforts, or you’re not a strongly values-driven organization.
Diagnosing trust
To improve virtues and values, it’s helpful to know where you’re starting from—to have some kind of diagnostic. For virtues, there is the trust quotient: for values, there is the Trust Roadmap™.
Virtues
The trust quotient is a self-diagnostic taken at the individual level, based on the four values of the trust equation. With individual data aggregated anonymously at the group level, you can profile the organization in terms of Trust Temperaments (the pair of highest-scoring values in the trust equation for an individual), as follows:
| Trust Temperament™ | Highest Ranked Attributes | Motto |
| The Expert | C, R | “Lead, follow, or get out of the way.”– Anonymous |
| The Doer | R, I | “As for accomplishments, I just did what I had to do as things came along.”– Eleanor Roosevelt |
| The Catalyst | C, I | “A genuine leader is not a searcher for consensus but a molder of consensus.”– Martin Luther King, Jr. |
| The Professor | C, S | “The important thing is not to stop questioning. Curiosity has its own reason for existing.”– Albert Einstein |
| The Steward | R, S | “My goal wasn’t to make a ton of money. It was to build good computers.” – Steve Wozniak |
| The Connector | I, S | “It’s not what you know, it’s who you know.”– Anonymous |
Values
The Trust Roadmap is a diagnostic tool that surveys the Trust Values across components of organizations, as below:
| Collaboration | Medium- to Long-Term Perspective | Transparency | Other Focus | |
| External Relationships | ||||
| Leadership | ||||
| Structure | ||||
| Rewards | ||||
| Processes |
Generic and organization-specific questions are developed for each of the 20 cells, and the survey administered to groups of stakeholders: customers, employees, managers, for example. For example, the question for Leadership and Medium-to-Long Term Perspective might be “Your leaders are willing to sacrifice short-term gains for the long-term benefit of the organization.”
The survey results allow a management team to assess, in a structured manner, where the organizational values that drive trust are being implemented, and where they’re not; how those patterns vary across constituencies; and what they feel the priority should be in addressing the issues. In short, a Trust Roadmap.
Originally published by Trusted Advisor Associates and co-authored by Charles H. Green of Trusted Advisor Associates LLC.
Andrea Howe
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