How to build and (rebuild) trust
Frances Frei – Harvard Business School professor of technology and operations expert in work culture.
What you need to know…
Three things about trust.
- being Authentic, you are much more likely to trust me.
- real rigor in your Logic, you are far more likely to trust me.
- if Empathy is directed towards you, you are far more likely to trust me.
When all three of these things are working, we have great trust.
How smart leaders build trust
What you need to know…
- Creating and building trust requires a consistent and intentional effort.
- Three tests for deciding who to trust: character, competence, authority to deliver
- Clear accountability is a necessary feature of a high-trust culture
Empathy starts with curiosity
What you need to know…
- Connection is not microwaveable and empathy is not instantaneous
- Empathy is a life-long journey that starts and stops with you.
- Contributes to a psychologically safe workplace that allows for growth, learning and risk-taking.