Leading with Trust

Spin Belongs in The Gym, Not The Workplace – 4 Ways to Increase Transparency

I have a motto when it comes to honesty and transparency at work: Spin belongs in the gym, not the workplace.

Spinning the truth is a way of shaping our communications to make our self, the company, or the situation appear better than it is in reality. It’s become so commonplace in the corporate world that many times we don’t even realize we’re doing it. We “spin” by selectively sharing the facts, overemphasizing the positive, minimizing the negative, or avoiding the obvious, all in an attempt to manipulate the perception of others. See if a few of these spins on the truth sound familiar:

  • “We are optimizing and rightsizing our human capital.” (aka, We are eliminating jobs and laying off people.)
  • “Quarterly revenue was adversely affected by marketplace dynamics.” (aka, We failed to hit our revenue goal.)
  • “Brian’s strength as a salesperson is developing creative business deals and client partnerships, as opposed to the tactical elements of his role.” (aka, We can’t or don’t want to hold Brian accountable for his administrative responsibilities as a salesperson because he brings in too much revenue.)

Spinning the truth is one of the most common ways leaders bust trust. It also leads to tremendous inefficiencies because people are confused about roles, they duplicate work, balls get dropped, and people resort to blaming others. Poor morale, cynicism, and political infighting become the norm when honesty and transparency are disregarded.

There are macro-level societal events and trends driving the need for greater transparency in the workplace. We’re all familiar with the digital privacy concerns related to the pervasiveness of technology in our lives, and we’ve witnessed the corporate scandals of blatant deceit and dishonesty that’s contributed to record low levels of trust. The global meltdown of trust in business, government, and other institutions over the last several years has generated cries for more transparency in communications, legislation, and governance. Oddly enough, research has shown that in our attempts to be more transparent, we may actually be suffering an illusion of transparency—the belief that people are perceiving and understanding our motivations, intents, and communications more than they actually are.

But at the individual, team, and organization levels, what can we do to build greater trust, honesty, and transparency? I have four suggestions:

  1. Provide access to information. In the absence of information, people will make up their own version of the truth. This leads to gossip, rumors, and misinformation which results in people questioning leadership decisions and losing focus on the mission at hand. Leaders who share information about themselves and the organization build trust and credibility with their followers. When people are entrusted with all the necessary information to make intelligent business decisions, they are compelled to act responsibly and a culture of accountability can be maintained.
  2. Speak plainly. Avoid double-speak, and reduce or eliminate the use of euphemisms such as right-sizing, optimizing, gaining efficiencies, or other corporate buzzwords. When people hear these words, their BS detectors are automatically activated. They immediately start to parse and interpret your words to decipher what you really mean. Speak plainly in ways that are easily understood. Present complicated data in layman terms and focus on having a dialogue with people, not bombarding them with facts. Our team members are big boys and girls, they can handle the truth. Be a straight-shooter, using healthy doses of compassion and empathy when delivering tough news.
  3. Share criteria for making decisions. When it comes to making tough decisions, I believe that if people know what I know, and understand what I understand, they will be far more likely to reach the same (or similar) conclusion I did. Even if they don’t, they will usually acknowledge the validity of my decision-making criteria and respect that I approached the process with a clear and focused direction. Unfortunately, many times leaders are afraid to share information or their decision-making criteria because they don’t want to be second-guessed or exposed to legal risk. We’ve become so afraid of being sued or publicly criticized that we tend to only share information on a “need to know” basis. Sharing information on your decision-making process will help people buy into your plans rather than second-guessing them.
  4. Create communication forums. A lack of communication is often the root of dysfunction in organizations. The left hand doesn’t know what the right hand is doing and no one seems to take ownership of making sure people are informed. Everyone likes to blame the Corporate Communications department for the lack of information sharing in the organization, but that blame is misplaced. Let me tell you who has the big “R” (responsibility) for communication—YOU! If you’re a leader, it’s your responsibility to create forums to share information with your team. Ultimately, this starts at the top. A President or CEO cannot delegate communications to some other function. It’s the top dog’s responsibility to ensure alignment all throughout the organization and the only way that starts is to frequently and openly communicate. The forums for communication are only limited by your imagination: town hall meetings, email updates, newsletters, video messages, department meetings, lunch gatherings, and team off-site events are just a few examples.

Spin is a great activity for the gym and it keeps you in fantastic shape. However, in the workplace, spin is deadly to your health as a leader. It leads to low trust, poor morale, and cynicism in your team. Keep spin in the gym and out of the workplace.

 

A Question From Simon Sinek: Are You Playing a Finite or Infinite Game?

In January 1968, the North Vietnamese People’s Army of Vietnam and the Viet Cong launched the Tet Offensive, one of the largest military campaigns in the Vietnam War. In every single battle, the American-led forces and the South Vietnamese Army of the Republic of Vietnam defeated their enemies, leading to heavy casualties for the North. In the ensuing months there were several “Mini Tet” offensives launched, and each one ended the same way—defeat. The North lost over 100,000 soldiers during the January to August time-frame.

In the Vietnam War, the United States won every single battle but lost the war. Why?

North Vietnam was playing the infinite game. Their goal was to outlast the enemy, not defeat them.

Finite games have winners and losers. The rules of the game are known to both sides, the boundaries of the playing field are well-defined, the scoreboard keeps track of the game’s activity, and at the end of a prescribed period of time, a winner is declared. It’s neat. It’s clean. Someone wins, someone loses.

Infinite games have no winners or losers. Rules often don’t exist, and if they do, they are fuzzy and open to interpretation. The playing field is undefined and progress is hard to measure. Opponents change frequently, as does the game itself. There are no clear winners or losers in the infinite game. Competitors drop out of the infinite game when they lose the will or resources to stop playing. The goal is to outlast your competition.

Simon Sinek introduced this concept in his keynote address at our recent Blanchard Summit. In the VUCA  (volatile, uncertain, complex, ambiguous) world in which we live, the most successful leaders and organization are learning to play the infinite game, not the finite one. The “game” of leadership and business is an infinite game where the rules change frequently, competitors come and go, and there is no end point to the game. You are either ahead or behind. There is no ultimate winner or loser. The infinite game continues indefinitely until someone loses the will or resources to keep playing.

Resources are well understood. Money, intellectual property, people, technology, etc. We have to have the capital we need to run a business. But what about will? Sinek shared five must-have components of will if we are to succeed in the infinite game:

1. Just cause—More than your “why” or purpose, a just cause is what motivates you to get out of bed in the morning. It’s the passion or hunger that burns inside that compels you to do what you do. Your just cause is what powers you to outlast your competitors. It propels you forward in the face of adversity and empowers you to persevere when you feel like giving up.

2. Courageous leadership—Playing the infinite game requires leaders to prioritize the just cause above anything else. They are willing to stand up to the pressures of the Board, Wall Street, or popular sentiment, and stay true to their cause. This struggle is often too great for a single person to tackle alone, so it requires all the leaders of the organization to band together and act in alignment.

3. Vulnerable team—Sinek says being a vulnerable team doesn’t mean it’s acceptable for everyone to walk around crying. It means you’ve invested the time and energy to build a culture in your organization where people feel safe to be themselves. They can admit they don’t know something or that they made a mistake. They can take appropriate risks without fear of retribution or retaliation. If you’re people don’t feel safe, that is your fault, not theirs.

4. Worthy adversary—In the infinite game, adversaries are acknowledged and treated with respect, but our success or failure isn’t measured against them. Ultimately we are competing against ourselves, and our success or failure should be measured against our just cause. Our adversaries may push us to improve our products, services, marketing, etc., but in the infinite game we are constantly striving to become a better version of ourselves in order to fulfill our just cause.

5. Open playbook—Too many organizations pursue a variable cause with a fixed strategy, Sinek theorizes, rather than pursuing a fixed cause with a variable strategy. Having an open playbook means leaders and organizations are willing to have flexible strategies and plans that change as needed to pursue their just cause. An open playbook also means you are transparent with your strategies, so all members of the team can literally be on the same page. Leaders resist being too transparent with information because they fear losing control. They distrust how people will use that information so they hold it close to the vest. That only results in people making sub-optimal decisions because they don’t know all the plays in the playbook.

You can win every battle but still lose the war. The goal is not to beat your competition; the goal is to outlast them.

So what does it mean to play the infinite game as a leader? It means you leave something behind that outlasts your finite presence or contributions. An infinite leader builds a culture so strong, that when the leader is no longer there, the culture lives on. Infinite leaders commit to their just cause. The work produced by striving for that just cause has the indelible fingerprints of the leader, and lasts far beyond the time of the leader’s tenure.

So ask yourself: Are you playing the finite or infinite game?

Brene Brown’s 4 Pillars of Courageous Leadership

Vulnerability, clarity of values, trust, and rising skills are the four pillars of courageous leadership, according to Brené Brown, author, storyteller, and research professor at the University of Houston. Brené joined us at the Blanchard Summit this past week and shared her latest thinking on what it means for leaders to be courageous and vulnerable.

Brown defines vulnerability as uncertainty, risk, and emotional exposure. Leaders exhibit courageous leadership when they’re willing to be vulnerable—they’re “all in”—even though it means they may fail or get hurt. Contrary to popular opinion, vulnerable leadership isn’t soft or weak. Brown says vulnerability sounds like truth and feels like courage. Truth and courage aren’t always comfortable, but they’re never weakness.

When you choose to engage in courageous leadership, you will have critics and haters. Brown reminded us that being brave with your life is a painful mirror to those around you. “Don’t try to win over the haters,” Brown said, “you aren’t the ‘jackass whisperer.'” She encouraged us to draw a one inch by one inch box on a piece of paper and list the names of the people whose opinions matter to us within that one inch box. It drives home the point about how important it is to be selective about who you allow to speak into your life. Brown punctuated this point by saying she’s adopted the point of view that “If you’re not in the arena getting your ass kicked occasionally, then I’m not interested in your feedback or criticism.”

Trust is at the heart of true courageous, vulnerable relationship. Many people assume trust “just happens,” but that’s not how trust works in reality. Trust is built through the intentional use of specific behaviors, and you can teach people how to become more trustworthy and better trust builders with others. To effectively build trust in a team or organization, it requires everyone to have a common definition of trust. Download this free whitepaper to learn how having a common language about trust fuels high performance in organizations.

As Brené Brown shared with us, courageous leadership is not comfortable. You will fall and skin your knee. But courage is contagious. Every time we choose courage, we make everyone around us a little better and the world a little braver.

6 Ways to Become a Badass Leader

The Most Interesting Man in the WorldI’m a fan of the Dos Equis “The Most Interesting Man in the World” commercials (the original ones, not the cheesy new ones). Some of my favorite sayings about The Most Interesting Man in the World include:

  • His personality is so magnetic, he is unable to carry credit cards.
  • Even his enemies list him as their emergency contact number.
  • People hang on his every word, even the prepositions.
  • He can disarm you with his looks or his hands, either way.
  • He can speak French in Russian.
  • He once taught canaries the art of falconry.

That guy is a real badass, isn’t he? Imagine him in a leadership role…badassery at it’s best! You can be a badass leader too, although it’s probably not what you think.

What does a badass leader look like?

He confidently marches to the beat of his own drum, not swayed by popular opinion or the need to please others. He doesn’t put on airs, pretending to be something he isn’t, but stays true to his principles and values in all that he does. He doesn’t have to talk about being a badass (that’s a poser) because he knows he is a badass. A badass leader isn’t an uncooperative jerk, indiscriminately ticking people off. A badass leader knows his limits and takes pride in working with others to achieve the goals of the team. Understated, purposeful, and pursuing excellence in all he does. That’s a badass.

Examples of well-known badasses:

  • Abraham Lincoln – Presidential Badass
  • Condoleezza Rice – Diplomat Badass
  • Derek Jeter – Baseball Badass
  • Leonardo da Vinci – Renaissance Badass
  • Mother Teresa – Spiritual Badass
  • Albert Einstein – Intellectual Badass
  • Aristotle – Philosophical Badass
  • John Wayne – Western Movie Actor Badass

Get the idea? So how do you become a leadership badass? Here’s six ways:

1. Develop your competence – Competence breeds confidence, no two ways about it. If you want to be more secure in your leadership abilities then you need to keep learning and growing. Read books, take classes, get a mentor, and learn from others. Badass leaders aren’t content with the status quo. They are always striving to improve their craft.

2. Be vulnerable – Huh? Isn’t that the opposite of being a badass? No! Leaders that display vulnerability show they don’t have anything to hide. Posers are those who lead with a false sense of confidence, trying to hide their weaknesses from others. Badass leaders are acutely aware of their strengths and weaknesses and aren’t afraid to admit when they don’t know something. People crave authentic leadership and badasses are nothing if not authentic.

3. Focus on building trust – Trust is the foundation of badassery. You have to earn people’s trust before they will follow you and give their all. Badass leaders focus on building trust by being good at what they do, acting with integrity, caring for others, and following through on their commitments.

4. Build up other people – Badass leaders don’t feel the need to build themselves up by tearing down others. Secure enough in their self-worth, badass leaders take pride in the accomplishments of their team members and do everything they can to set them up for success. Badass leaders know that their success comes from the success of their people.

5. Get stuff done – Badass leaders don’t make excuses, they make things happen. They remove obstacles for their people, find the tools and resources they need, and provide the right amounts of direction and support they need to achieve their goals. Badass leaders are about doing, not talking. Badass leaders get stuff done.

6. Go against the grain – Doing what’s right is not always the popular choice, but badass leaders aren’t afraid to go against the grain when it’s the right thing to do. Badass leaders know they can’t base their self-worth on the applause of others and they aren’t afraid to ruffle a few feathers on occasion.

Every leader has the ability to be a badass. It’s an attitude, a belief, a way of being. Don’t lead scared, letting fear drive your behavior, but tap into your inner badassness and lead with confidence and assurance. Before you know it, people will look at you and say, “Now that’s a badass leader!”

Feel free to leave a comment and share your thoughts on what it means to lead like a badass.

4 Ways to Get Your Followers to Know You as a REAL Person

keep it realIf you’re a leader, particularly in a large organization, the chances are your people don’t see you as a real person. They have a mental image of what they perceive you to be like, not who you actually are, says research by Nathan T. Washburn and Benjamin Galvin.

This mental image is formed through random encounters with you such as emails, videos, speeches, meetings, and stories about you shared by others. Washburn and Galvin say employees follow four basic rules when forming a perception about their leaders:

  1. They judge a book by its cover. Right, wrong, or indifferent, we all tend to do the same thing. We take whatever limited information we may have and draw a conclusion of what it means.
  2. Employees look for answers to specific questions like: Does the leader care about me personally? Have high standards? Offer an appealing vision of the future? Seem human in a way I can relate to?
  3. People prefer the answers to these questions in a form of a story. Stories help string together and make sense of the limited facts at their disposal.
  4. Trustworthiness is the key factor employees pay attention to in the stories about their leaders and they tend to disregard the rest.

To effectively get people to follow you and rally around the goals you want them to achieve, you have to earn their trust. You also have to let them know you mean them no harm; you are behind them, supporting them, and have their best interests in mind. In order to get them to know you for who you are, you have to be REAL: reveal, engage, acknowledge, and listen.

  • Reveal information about yourself—Leaders often withhold information about themselves because they believe they have to maintain a safe distance from their employees; they can’t be friends. I believe that principle is misguided. As research shows, people want to have authentic relationships with their leaders. They want to know the person behind the title, and sharing information about yourself is a primary way to accomplish that goal.
  • Engage employees as individuals—Every employee wants to be seen and known as an individual and not just a number showing up to do a job. Knowing your employees on an individual level gets harder to accomplish the higher you move in the organization. It’s simply a matter of too many people to spend time with and not enough time to do it all. But it’s doable if you have a plan. Get out of your office and walk the hallways. Peek into cubicles and offices and ask team members how they’re doing. Inquire about how their kids are doing and what’s exciting in their lives outside of work. Be a guest attendee at department and team meetings so employees get some face-time with you and can relate to you in a small group setting. The more you can engage people on an individual level, the more they’ll understand you care about them on a personal level.
  • Acknowledge employee contributions—When I conduct training classes on building trust, I’ll often ask the group to respond to this statement: “Raise your hand if you are sick and tired of all the praise you receive at work.” No one ever raises their hand. People are starving for acknowledgement of their efforts and contributions, and you would be amazed at how much trust you can build by authentically acknowledging your employees. Leadership and management guru Ken Blanchard has said that if he could choose one lasting legacy of his work, it would be the philosophy of “catching people doing something right.” Authentic praise and recognition unlocks commitment, engagement, and passion in your team’s performance.
  • Listen to learn—Too often leaders think and act like they are the smartest person in the room. Thinking and acting that way leaves little room for you to learn from the people who usually know the most about what’s happening on the front lines of your business. When you have the chance to interact with employees, spend more time listening than you do talking, and look for ways to incorporate their feedback in your decisions and plans. The simple act of listening is a big trust booster in relationships because it signals to the other person that what they have to say is important, you care, and you value what’s being communicated.

Work, and life, seems to move at a frenetic pace these days. There are always urgent and important matters to deal with and it’s incredibly easy to develop tunnel-vision in regards to our projects and lose sight of our people. All of us leaders need to remember that our actions are under a microscope, and our people develop perceptions of our leadership through random bits of information that comes their way. We can’t lose sight that a fundamental element of successful team performance is developing personal and authentic relationships. A great way to do that is to show our people that we are REAL.

Leading with Character – The Key to Servant Leadership

leading-jesus-wayThe following is a guest post by Mark Deterding, author of the newly released book “Leading Jesus’ Way: Become The Servant Leader God Created You To Be.

Ever wonder what makes a good leader great? The answer is character.

Character is what flows out of the heart. It is what defines us as a leader. People want to follow people they can look up to and trust. So to become an effective servant leader, we must get intentional about building character.

Personal character is the sum of all the qualities that define us as individuals and as leaders. Warren Bennis cited Harvard research that indicated as much as 85% of a leader’s performance depends on his or her character. My experience in 35 years in business tells me the same thing.

The personal character of leaders defines their depth and stability; it is what leaders are truly made of.

Recognizing Character

When you look at leaders, you see many things. You can tell easily if they are intelligent, whether they have good technical skills and how much they understand the business and the industry. What you don’t see, because it is below the surface in their heart, is their character. That’s what Dwight Moody meant when he said, “Character is what you are in the dark.”

Servant leaders are defined and recognizable by their character. Servant leaders know that people will follow them only if they are trusted and trust is only developed through virtuous character.

Servant Leadership Character Traits

Key aspects of a servant leader’s heart that will separate them from the pack include:

  • A desire to serve others, above and beyond oneself
  • A desire for never-ending development of one’s ability
  • A desire to achieve one’s very best
  • A willingness to always accept responsibility for one’s actions
  • A commitment to being humble and vulnerable
  • A desire to make a positive impact on society

Issues of the heart don’t change overnight. We must first get intentional about positively developing all the areas of our character to become better servant leaders.

On-Going Development

This is not a matter that is looked at only once. It is something we must check up on from time to time. This can be done by asking others (truth tellers) what they think. But don’t just stop with the feedback – work to implement changes so you can grow and have a greater impact as a servant leader.

We can also start improving in this area from where we are today by identifying someone whose character you greatly respect. Write down what that person says or does that you admire. This will help you frame up areas that you want to focus on to enhance your trust and build your personal character.

Make the Commitment

Remember, building character and trust is a process that takes time. Make the commitment to start where you are and pray for guidance and stamina through the journey. In time, you will be blessed for your efforts, so stay the course and allow God to work through you to make an impact in this world.

Mark

For the Lord sees not as man sees: man looks on the outward appearance, but the Lord looks on the heart. ~ 1 Samuel 16:7

5 Ways to Turbocharge Development of Trust in Relationships

trubochargeWe live in an instant gratification society. One-click purchases, overnight or same-day delivery, self-checkout lines at the grocery store, microwave ovens, and real-time global communications in a 24/7 world—whatever we want, when we want, and how we want it.

When I conduct training sessions on building trust I often get questions from participants along the lines of “How can I build trust quickly with someone?” The questioner is often a time-crunched manager struggling with a low-trust relationship and is looking for a quick and easy solution to his “trust issue.” Trust is a multi-dimensional construct that doesn’t fit easily into our desire for quick and easy solutions. It’s a relational dynamic that is constantly ebbing and flowing with each trust-building or trust-eroding behavior or situation we experience. However, there are key behaviors a person can use to turbocharge the development of trust in relationships. Here are five important ones to consider:

1. Admit Mistakes — It’s inevitable; we all make mistakes. The key to building or maintaining trust is how you handle the situation. If you make excuses, try to shift the blame, cover it up or pretend it didn’t happen, the trust others have in you will plummet. If you readily admit the mistake, stand up and take responsibility for your actions in a sincere and humble way, trust in you will sky-rocket. People yearn for authentic connections in relationships, and in order for that to happen there has to be a level of vulnerability. Admitting mistakes is one of the most effective ways to demonstrate vulnerability, and as a result, the development of trust.

2. Follow-through on Commitments — I believe that most people genuinely intend to honor their commitments. The problem is we often lack a plan for doing so. We over-commit ourselves or fail to sufficiently plan our course of action and end up dropping the ball. Few things erode trust more than not delivering on a commitment. If you want to build or sustain trust, make sure you do what you say you’re going to do. If something looks like it’s going to get in the way of you being able to deliver on your commitment, speak up early and reset expectations. Negotiate new deadlines or seek additional resources to meet the original commitment, and most of all, don’t use the “P” word (Promise), unless you absolutely know you can deliver on your promise.

3. Be Nice and Helpful — People want to do business with those they like and trust, and it’s amazing how much trust you can build by simply being nice and helpful to others. You learned the basics from your parents and it’s still true…say “please” and “thank you.” Look for ways to make your colleague’s job easier, and even more so, make it easy for others to work with you. Smile, laugh, and extend simple courtesies to others; it really does work in building trust.

4. Be Interested in Others — People don’t care how much you know until they know how much you care. You may be extremely competent at what you do, but if you don’t take a personal interest in the welfare of others, people will withhold a measure of trust from you. You don’t have to be an extroverted social butterfly to be a “people person.” It only takes a little effort to build rapport. Ask people how their weekend went, inquire about their kids, learn their hobbies, and take a genuine interest in them as individuals, not just as co-workers doing a job. When you start to do that, and do it genuinely and authentically, trust will blossom.

5. Walk the Talk — Acting with integrity is the foundation of being a trustworthy person. The word “integrity” comes from the Latin word integritas, meaning soundness, wholeness, or blamelessness.” When we say a bridge or building has structural integrity, we mean it’s sound, sturdy, and stable. So it is with a person of integrity. That person is steady and consistent in his behavior. Being a person of integrity means being honest, treating people fairly and respectfully, and acting in alignment with honorable values. If you say one thing and then do another you will severely injure trust in your relationships. Gossiping, spinning the truth to your benefit, omitting facts, or taking credit for the work of others are sure ways to diminish your integrity and the trust people have in you.

Sit down, buckle your seat belt, and consistently practice these five ways of relating to others and you’ll see the turbocharged development of trust in your relationships.

10 Easy Ways Leaders Can Build Trust with Their New Teams

Trust StonesThe new president of the company came in with grandiose visions of the future. She saw the untapped potential of the organization and set a vision for increasing revenues by ten fold. She preached her message of change with catchy slogans to create excitement and instituted sweeping changes by bringing in people outside the organization whom she trusted to lead key initiatives.

She was large and in charge, but she forgot the one critical thing that would determine her ultimate success. She forgot to build trust with her team, and it was that lack of trust that resulted in her ouster just a few years later.

Trust is the catalyst that spurs innovation, the bonding agent that holds everyone together, and the lubrication that keeps things working smoothly in an organization. But trust doesn’t “just happen” by accident. It takes intentional effort and leaders need to have a specific game plan to establish and nurture trust in relationships.

The primary goal of any leader stepping in to lead a new team should be to build trust. Here are 10 easy ways leaders can get started:

1. Refrain from making bold proclamations — You probably have big goals for your new team and that’s likely why you were hired for the job. That’s great! But before you start proclaiming your vision for the future, spend time developing relationships with your new team members. Some of them may not know you from Adam. Some may be excited about you joining the team and others may be fearful. Be humble, exercise patience, and establish trust with your team before making bold proclamations. If your team trusts you, they’ll be much more receptive to hearing and acting on your message.

2. Ask open-ended questions — Dial down the temptation to start barking orders or making evaluations about current practices and ask open-ended questions instead. Saying “Tell me more about why the process was designed that way” builds trust more than saying “That process doesn’t make sense. Why do you do it that way?” The former comes from an attitude of inquisitiveness and wanting to learn, whereas the latter comes from a position of evaluation and judgment. You’ll learn a lot more from your team by asking open-ended questions.

3. Ask other people for their ideas — Chances are you have some pretty smart team members who know the business quite well. They probably have excellent insight into how things could work better, where the gaps are, and what could be done to improve the business. So ask them. Don’t think you have to come up with all the answers yourself. People who plan the battle rarely battle the plan. Involve your team in developing plans and making decisions and trust will flourish.

4. Approach your role as a learner — You will develop trust much faster with your team if you approach this transition as a learner rather than acting like you’re a know-it-all. What attitudes do learner’s have? They are humble because they know they don’t know everything. They are open to new ideas, taking direction, and appreciative of others who are willing to share their expertise. Those are the same characteristics you should have when stepping in to lead a new team.

5. Go slow with changes — Practically every leader I’ve met has wanted to implement change quickly. And my experience has shown that effective change takes much longer to implement than we estimate or prefer it to take. So plan your schedule accordingly. Understand that your team is getting to know and trust you, and once that happens, they will be more receptive to the changes you want to implement. If you try to implement too much change before the team trusts you, they will resist and work against you rather than with you.

6. Respect the culture — Every organization and team has its own unique culture, and as the new person to the team, you need to be purposeful about learning the new culture and becoming part of it. A big no-no is to compare your new team or organization to your old one. When you keep bringing up your old company and make statements like “we did it this way” or “we should do it like my old team,” it makes your team question your loyalty. Using the pronoun “we” makes your team feel like a part of you is still with the old team. You’re not with your old team anymore so quit talking about them. When you need to reference your past experience, use the pronoun “I”—I’ve had experience doing it like this and it worked well—and it will go over better with your team.

7. Be nice — It sounds silly that this even has to be mentioned but you’d be surprised at how many leaders miss this obvious way to build trust. Just be nice. Say please and thank you. Smile at people. Ask them how they’re doing. Build rapport. It’s the little things that go a long way in building trust.

8. Catch people doing something right — When I do training sessions with clients I often ask the group this question: “How many people are sick and tired of their boss praising them at work?” No one ever raises their hand! The truth is people don’t get enough pats on the back for their achievements on the job. It doesn’t cost much—except time and effort—for leaders to praise team members, yet it’s one of the most powerful ways to build trust.

9. Laugh at yourself — Humor is a fantastic antidote to many of the ills of the day-to-day stress of organizational life. Well timed and appropriate humor keeps the mood light, lifts people’s spirits, and eases tension. Leaders who are not only humorous, but are vulnerable enough to laugh at themselves, have a leg up when it comes to building trust. People trust others whom they like and know. Humor breaks down barriers between people and allows us to get to know each other on a more personal level.

10. Extend trust — Someone has to make the first move when it comes to trust. Trust can’t be developed unless one party is willing to assume a little risk and extend trust to the other. I believe it’s the leader’s responsibility to go first in extending trust. Doing so sends a powerful signal to your team members and it creates a safer environment for them to reciprocate and extend trust to you.

I said earlier that these were “easy” ways to develop trust. Let me qualify that statement. Some of these ways are easier than others, and depending on your personality, some may be quite difficult for you. However, they are all eminently do-able. They just take intentional effort, and if you follow through and try some of these, you’ll find trust will start to blossom with your new team.

Feel free to leave a comment with other strategies or suggestions to build trust with a new team. I’d love to hear your thoughts!

The Reason Why You Don’t Trust Your Team May Surprise You

baby_in_mirrorMaybe you’ve heard these types of phrases from leaders in the past, or to bring it closer to home, perhaps you’ve even uttered them yourself:

  • “I just can’t trust my team to complete the job to the quality I expect.”
  • “Deadlines always seem to be a moving target with my team.”
  • “I seem to be on a different wavelength with my team. I say one thing but they hear another.”
  • “I don’t always see or feel a sense of teamwork. We seem to be a collection of individuals rather than a unified team.”

Do any of those sound familiar? All of them can point to a lack of trust between the team leader and his/her team. But have you ever paused to consider why you don’t trust your team? It may not have anything to do with them. It might be you.

Trust doesn’t “just happen” in relationships. It takes intentional effort, and in a team setting, it’s up to the leader to cultivate the right environment for trust to flourish. If you find yourself not trusting your team, explore these three areas:

Trust Signals – Trust is developed through the use of specific behaviors, and based on a complex set of variables (our personality, early childhood upbringing, past experience, and our values, just to name a few), each of us is “tuned in” to certain behavioral signals that communicate trust. The challenge in a team environment is every person can be tuned in to different trust signals, so what communicates trust to you may be different than what communicates trust to someone else. It’s important to establish a common language of trust so that everyone is picking up the same signals. A helpful tool to get everyone on the same page of trust is the ABCD Trust Model. It takes the four elements of trust (competence, integrity, care, and dependability) and puts them in an easy to understand model that provides a common set of trust signals for everyone to use.

Mis-aligned Expectations – Many times the reason leaders don’t trust their teams is they haven’t done a good job of clarifying expectations. Leaders often assume the team knows the importance of the goal, the quality standards expected, or the deadline for completing the work. When the team doesn’t perform as expected, the leader jumps to the conclusion that the team can’t be trusted. Step back and reassess the situation. Did you verbalize your expectations and make them absolutely clear? Did you equip or train your team to meet those expectations? Did you provide the day-to-day coaching needed or did you just leave the team on its own? When expectations aren’t met, we have a habit of judging others by their actions but judging ourselves by our intent. Judge your team by their intent and explore whether or not your expectations were communicated clearly.

Lack of Vulnerability – Too many leaders are closed books when it comes to relating to their teams. They are distant and detached, both physically and emotionally. That leads to team members always playing a guessing game as to what the leader wants. People can’t do their best work when they don’t know what to expect from the leader. The cure is for leaders to be clear on their Leadership Point of View (LPOV). Your LPOV is your leadership philosophy. It’s a statement of why you lead, what’s important to you as a leader, what your team members can expect from you, and what you expect from them. Developing and communicating your LPOV lets team members “behind the curtain.” It shows vulnerability on your part to be real and authentic with team members and it creates tremendously high levels of trust.

Trust has been called the miracle triple-acting agent for organizations. It provides the lubrication that makes people, processes, and systems work more smoothly. It also acts as the bonding agent that brings people together, allowing them to collaborate effectively and achieve more together than they could as individuals. And trust also functions as the catalyst to spur the innovation and creativity that’s necessary to propel organizations to higher levels of success. So don’t underestimate the power of trust, and when you feel it’s lacking with your team, take a look in the mirror first. The problem may be staring back at you.

Advice to Leaders: Building Trust is a Journey, Not a Destination

Trust Compass“So, Randy, how long does this whole process take?”

That was a question from a senior executive with whom I was recently working. His company is proactively working to build a culture of trust and engagement, something few organizations do intentionally. Usually senior executives only start paying attention to trust when it has been broken and they’re in dire straits. This particular company is going about it the right way, taking a purposeful approach to building a high-trust organization that will continue to fuel its success well into the future.

However, his question clearly revealed his current mindset about this strategy of fostering trust and engagement. He considered it another item on the to-do list, something he would need to devote attention to for a few months and then move on to the next priority. That’s not the way it works.

Creating organizational trust and engagement is a journey, not a destination. It’s not a box you can check and say “Done!” It’s something you have to build and nurture every day of the week. It’s much more about who you are as a leader than what you do. It’s about being clear on your leadership point of view—your beliefs about leading and motivating people—and leading in a way that builds trust with others.

You’re never done building trust.

The presentation below, far from a complete treatise on the topic, lays the foundation of what it means to lead with trust. Feel free to leave a comment to share your thoughts about leading with trust.

Get Real! 7 Keys to Develop Leadership Authenticity

Get RealHey leader…get real! It’s time to quit trying to be something you aren’t. It’s time to be authentic.

Authenticity is an essential component of being a trustworthy leader. People are longing to follow leaders who are sincere and genuine, and when they find one, they will offer that leader 100% of their energy and engagement. You can be that kind of leader if you try and it’s not rocket science to figure out how. Start with these 7 keys:

1. Be humble – A recent study showed that only one out of four CEOs were described by their own executives as being humble. CEOs that were rated as highly regarded were nearly six times more likely to be described as humble (34% vs. 6%). Humble leaders use their power to benefit others, share the same values as their followers, and look for ways to empower others to reach their potential.

2. Be vulnerable – Take your work seriously but yourself lightly. Don’t be afraid to laugh at yourself every once in while, because when you do so, it shows your followers that you actually are a little human (and just like them). Fear holds us back from being vulnerable with others, but take a little risk and “get naked” with your staff sometimes.

3. Admit you don’t know – Admitting they don’t know something can be incredibly difficult for leaders. After all, isn’t that why they’re leaders? They’re supposed to have the answers for everything! Admitting you don’t know something shows you have a realistic appreciation of your own strengths and weaknesses. Being a leader doesn’t mean you know all the answers; it means you’re willing to work hard to figure them out.

4. Walk the talk – It’s easy to talk the talk but authentic leaders make sure they walk it as well. Consistency in behavior is imperative for authentic leadership. Your actions need to be in alignment with your words otherwise people will quickly see you don’t actually believe what you say you do.

5. Admit mistakes – If you messed up, own it. Don’t try to shift blame, make excuses, or throw someone else under the bus. If you made a mistake, admit it, apologize if necessary, and then work hard to repair any damage. Authentic leaders are secure enough in their identities to deal with mistakes in a humble, genuine fashion that results in actually increasing trust and respect with their followers rather than eroding it.

6. Do what you say you will do – Following through on your commitments is a must-have for authentic leadership. Maintaining reliability with others through consistent and predictable behavior builds trust and confidence in your leadership. Authentic leaders can be trusted at their word. If you say you are going to do something, then do it.

7. Act with integrity – Be honest, do the right thing, make ethical decisions, keep promises, treat people with respect, don’t lie, cheat or steal…pretty much everything you learned in kindergarten! Authentic leaders value their integrity above all else. When you leave the workplace each day, you should be able to hold your head high because you conducted yourself with integrity. A leader of high integrity stands out above all others.

The world is in desperate need for authentic leadership and you can play a part. Start with these seven keys and you’ll be on your way to leading with trust and authenticity.

Feel free to leave a comment and share additional keys to develop leadership authenticity.

5 Strategies to Cultivate a Healthy Leadership Spirit

OpennessLeading in today’s volatile, uncertain, complex, and ambiguous world takes its toll on the best of us. If we aren’t careful, the stress and difficulty of leadership can quickly become a burden that negatively shapes our perspective and causes us to lead in unhealthy ways.

Last week I wrote about five warning signs that indicate you’re leading with a wounded spirit. Those warning signs serve notice that something is off track with your inner life as a leader. They signify your values, beliefs, and attitudes have taken a negative hit from the rough experiences you’ve had, and there is a need to adjust your mindset and priorities so you can get back on track to leading at your full potential.

Even more important than recognizing the warning signs something is wrong with your inner life as a leader, is pursuing strategies to prevent yourself from running off the rails in the first place. To cultivate a fertile soil for your life as a leader, or to apply a soothing balm to your wounded spirit, try following these five strategies:

1. Live and lead for something bigger than yourself – “It’s not about you.” Rick Warren’s famous opening line of his book, The Purpose Driven Life, simply and succinctly illustrates a universal truth: your life and leadership will experience greater joy and fulfillment when you realize you aren’t the center of the universe. If your life and leadership is all about you, you have no choice but to be severely wounded by the trials of life. But if your life and leadership is driven by a higher purpose, something bigger than yourself, you are able to place the difficulties of life in proper perspective. For me, it’s my faith in Jesus that drives my leadership priorities. It’s my True North, as Bill George says, that guides the beliefs, values, and actions that help me lead in authentic ways. Identifying your higher purpose and calling is the most important strategy to ward away the debilitating effects of wounded leadership.

2. Have an abundance mentality – We have Stephen R. Covey to thank for helping us better understand the power of having an abundance mentality. As Covey explains in The Seven Habits of Highly Effective People, healthy leaders are others-focused and understand there is more than enough power, resources, and authority to share among everyone. As opposed to having a scarcity mentality—a perspective that information, ideas, and responsibility need to be hoarded—well-grounded leaders know they are here to serve and meet the needs of others. When the wounds of life and leadership begin to accumulate, abundance-minded leaders keep giving themselves away because they know it will come back to them tenfold.

3. Surround yourself with truth tellers – Every leader needs a few close associates who aren’t afraid to speak the honest truth. These truth tellers keep you grounded in reality and hold you accountable to living in alignment with your leadership purpose. Most of our leadership wounds are self-afflicted. Especially as we move higher up in leadership positions, we become more self-focused and less sensitive to the needs of others around us. If we aren’t careful, we begin to slowly drift off course and gradually start acting in ways counter to our ideals. Surround yourself with people who will compassionately, lovingly, yet honestly and directly, tell you the truth even if it’s difficult to hear.

4. Guard your heart – “Above all else, guard your heart, for everything you do flows from it.” (Proverbs 4:23) As the great proverb illustrates, everything you do as a leader flows from your heart—your emotional core, spirit, or soul. There are a number of ways you can guard your heart as a leader. Beyond the five strategies listed in this article, consider these others:

  • Surround yourself with positive, like-minded people who inspire you to be your best.
  • Stay away from negative people who bring you down or detract from your leadership purpose.
  • Read books, blogs, and articles that help you grow your leadership knowledge and skills.
  • Be purposeful about identifying your leadership point of view—the values, beliefs, and ideals that define your leadership philosophy.

5. Practice forgiveness – Refusing to forgive ourselves and others keeps us mired in our leadership dysfunction. As I mentioned last week, refusing to grant forgiveness is like taking poison and waiting for the other person to die; it does nothing but harm ourselves. Forgiveness grants freedom from past hurts. It serves as a regular cleansing of our leadership wounds, keeping them from getting infected and allowing them to properly heal. Yes, wounds can leave scars, but scar tissue is stronger and more resilient. Forgiveness makes you a stronger and more resilient leader.

Leadership is a demanding enterprise that requires our very best and it’s vital to have clear strategies in place that protect you from the inevitable wounds that will come your way. Feel free to leave a comment about the strategies you employ to help you lead at your best.

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