Masonry Magazine March 2002 Page. 36
MANAGING TRUST
Secretan says. So it goes in any team environment. One of the most compelling advantages for telling the truth is that it is efficient. Over a third of a company's budget may be devoted to administrative functions like controls, reports and procedures. A lot of these controls exist because management doesn't trust employees. What if we could do away with the controls and trust each other to do our best? It would be much less expensive and much more efficient.
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KILLING THE TRUST FACTOR
Is trust affecting your bottom line? Here are some things companies do that kill the trust factor:
1) They don't model what they say. As American aviation pioneer Wilbur Wright said, "A parrot talks much but flies little." Example: a company has a slogan, "Customer service is our number one priority," yet you walk into the store and nobody says hello, they won't accept your checks and the staff are detached and uninterested. Example: a company says the most important asset is their people then they make changes that affect all employees without notice or input.
2) They make promises they can't keep. Example: a manager says she will give everyone a raise next month- she also said that last month.
3) They guard and selectively disclose information. Example: There are corporate zones off limits for some employees. Information is guarded and only a select few are in the know. Meetings happen behind closed doors.
4) They don't allow employees to exercise their own judgment. Example: the company always goes by the book. There are so many rules designed so that people don't have to think about what they should do.
5) The company asks for input and suggestions, then ignores them. Example: a manager asks for suggestions on improving service. An employee offers two good ideas and no one says anything or brings it up again. Employees get the feeling that management is going through the motions but they really don't want the input. Of course, you won't use all ideas, but follow-up is essential. It shows you are listening.
6) Everything is monitored, from the number of sick days to productivity levels.
DEFINING TRUST IN THE WORKPLACE
When I speak to organizations about creating trust in the workplace, these 36 MASONRY MARCH, 2002