Trust

Firm confidence in the dependability, truth, ability, or strength of someone or

something.
Is complex, can be maintain, merge and change depending on the situation and can
decline across time.
Trust involves

a set of beliefs

expectation from a partner to another

benefits that someone get for actions in certain situations

gain value as a person

make people engage in their further relationship building

How and why trust grows, is preserved, and breaks in relationships?

First, individuals measure the degree to which they can trust their partners by
observing their transformation and motivation in trust-diagnostic situations.
Second, trust-diagnostic situations often occur naturally and unintentionally
during everyday life.
Third, self-esteem should affect the growth or decline of trust over time in
relationships.

Principles of trust
1. Self-Trust is Credibility
Trust is about credibility. Credibility boils down into four core issues: your integrity,
your intent, your capabilities, and your results.
Integrity includes honesty (telling the truth and leaving the right impression),
congruence (walking your talk), humility, and the courage to do what is right
Intent is about motive, your reason for doing something. The motive that inspires
the greatest trust is genuine caring.
The behavior that best creates credibility and inspires trust is acting in the best
interest of others, so when we believe people truly are acting in our best interest,
we tend to trust them.
2. Relationship Trust is Consistent Behavior
The quickest way to decrease trust is to violate a behavior of character, while the
quickest way to increase trust is to demonstrate a behavior of competence.
Talk Straight: Be honest. Tell the truth. Let people know where you stand. Use simple
language. Demonstrate integrity. Dont manipulate people or distort facts. Dont
leave false impressions.

Create Transparency: Transparency is about being open, real, and genuine.

Make things right when youre wrong: Apologize quickly. Demonstrate personal
humility.
Show Loyalty: Give credit to others and speak about people as though they were
present.
Clarify Expectations: Disclose and reveal all expectations for discussion and
renegotiate them if needed and possible. Dont assume expectations are clear or
shared.
Listen before you speak: Listen to understand fully. Diagnose and dont assume you
know what matters most to others. Dont presume you have all the answers or all
the questions
Commitments: Make commitments carefully and then keep them, and dont break
confidences.
3. Organizational Trust is Alignment
Ensure that all structures and systems are in harmony with the behaviors. Work on
creating a culture of making and keeping commitments.
4. Market Trust is Reputation
This section focusses on applying a similar approach to the earlier chapters, relating
it to the external marketplace.
5. Societal Trust is Contribution
Contribution is the intent to create value instead of destroy it, to give back instead
of take
Demonstrate Respect: Treat everyone with respect. Show kindness in the little
things. Behave in ways that demonstrate caring and concern. Take nothing for
granted and recognize the contributions made by everyone.
Results
When we expect more, we tend to get more; when we expect less, we tend to get
less.
Restoring Trust
Increase your personal credibility and behave in ways that inspire trust. Generally
speaking, a loss of trust created by a violation of character (integrity or intent) is far
more difficult to restore than a loss of trust created by a violation of competence
(capabilities or results).

Covey, Stephen M. R.; Rebecca R. Merrill, Stephen R. Covey. The Speed of Trust:
The One Thing That Changes Everything Pub. Free Press. May 2th. 2008. Reprint.

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