Masonry Magazine March 2002 Page. 37
They are the most common qualities participants say about trustworthy companies and individuals: "They have never let me down before." "They do what they say they will do." "I know they have my best interests in mind." "He knows what he's talking about and admits it when he doesn't."
Here are the qualities I think define a trusting workplace:
* Empowered employees. Employees are encouraged to use their own judgment to solve problems. Rules are a guideline, not a solution.
* Everyone is accountable. From managers to every level of staff, people keep their promises. They don't say something will happen until they have the system and resources in place to make sure it will happen. Involve the whole group and make everyone accountable. Invest in commitments.
* Managers model decisions. Until managers can model change themselves they don't expect other team members to. They are careful that what is said on paper is realistic. They know it's not just something to aim for but also something they are committed to and will happen.
Have you ever walked into a store and had an employee welcome you with as much enthusiasm as a two-by-four? It happens a lot. I always think, why don't you say it like you mean it? Simple: if they did, they would lose their job. An employee's attitude about their job is often a good reflection of the company's attitude about their employees. Companies who say "Service is our number one priority" and then cut staff hours and paychecks are making one big mistake: they are lying. Service can only be a priority when people become the priority.
Jody Urquhart, a popular speaker and author of *All Work & No SAY Takes the*
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MASONRY MARCH, 2002 37