More on the Five Ways to Destroy Trust

Fail to walk the talk: No matter the work program, cultural expectation, management style, or change initiative, you will destroy trust if you fail to demonstrate the quality or behavioral expectation, if you fail to walk the talk. Words are easy; it is the behavior that demonstrates your expectations in action that helps employees trust you.

You can’t, as an example, state that participative management and employee empowerment are the desired form of leadership in your organization, unless you demonstrate these expectations in your everyday actions. Customer service is a joke if a complaining customer is labeled “wrong” or a jerk.”

Fail to do what you say you are going to do: Few employees expect that every statement, goal and / or projection that you make will come true. Sales will be up 10%. No layoffs are anticipated. We will hire ten new employees this quarter. Working the reception desk alone is a temporary fix until we fill the open position with a second receptionist. My assignment will be complete by the end of the first quarter.

If you make a statement, commitment, or projection, employees expect what you said to happen. You destroy trust if the end result never occurs. You can avoid destroying trust by communicating honestly and frequently about:

--how you set the initial goal,
--what is interfering with the accomplishment of the initial goal,
--how and why your projection has changed,
--what employees can expect going forward, and
--how you will avoid similar miscalls in the future.

Honest communication is key to building employee and coworker trust.