Dale Carnegie Training

®

ISO-405-PD-EV-1204-V1.0

Build Trust, Credibility, and Respect

Build Trust, Credibility, and Respect

• Understand the relationship between trust, credibility, and respect

• Minimize trust-busters and restore broken trust

• Apply principles to cultivate a trust-based work environment

Learning Objectives

What Is Trust?

Trust: A firm belief that a person

or thing can be relied upon

Defining Trust

Healthy Trust

Naïve and Gullible

Excessive Trust Excessive Distrust Responsible

Suspicious and

Paranoid

Benefits of a Trust-Based Work Environment• Greater job satisfaction

• More commitment

• Improved productivity

• Less stress

• Creativity flows

• Better customer service

• Greater employee

retention

• Satisfied and loyal

customers

Trust

CredibilityRespect

The TCR Connection

Trust-Busters

Six Warning Signs of Distrust

1. Low morale and motivation

2. Absenteeism and turnover

3. Guarded communication and/or active rumor mill

Six Warning Signs of Distrust

4. Undercurrent of fear

and worry

5. Cynical and suspicious behavior

6. Defensive or aggressive behavior

or communication

Restoring Trust

Positive outcome

Discuss

Disengagement

Event1

34

6 Restoring

Trust

Disappointment, fear, anger

2

Second chance

5

Trust restored 7

Five Steps to Restore Broken Trust

1.Put your ego aside

2.Take responsibility

3.Meet and discuss

4.Assess needs

5.Let your actions speak for you

The TCR Equation

Impact of Message

VerbalVerbal

VocalVocal

VisualVisual55% 38%

7%

Dr. Albert Mehrabian, UCLA Professor10-year study of nonverbal communication

When

Incongrue

nt

When

Incongrue

nt

Principles for Building Trust, Credibility, and Respect

Commitment to Build Trust, Credibility, and Respect

Dale Carnegie Training

®

ISO-405-PD-EV-1204-V1.0

Build Trust, Credibility, and Respect