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Building Trust and Effective Communication in the Workplace

Learn how to foster trust and enhance communication skills in the workplace to bring out the best in your team. Discover strategies for hiring and retaining top talent. Effective communication and trust-building techniques are crucial for organizational success.

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Building Trust and Effective Communication in the Workplace

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  1. It’s Not Just About the Horses: How to Bring Out the Best In the People You Work With John J. Martin Dina Parrello

  2. Agenda • Introductions / Session Objectives • It’s All About Trust • The ABCs of Great Communication • Finding and Keeping the Best • Wrap –up, Q&A, Sharing

  3. Ground Rules • Please turn cell phones off or put them to vibrate • One conversation – want to be sure that we get benefit of everyone’s input • Vegas rules apply

  4. Perception - Exercise • You are all scientists, and have discovered new types of plants. • Assignment: classify these plants by putting similar ones into a group, use whatever criteria you want • One person notes your groups, and is ready to explain choices • Debrief

  5. Perception is Everything • What others see / feel/ experience is real and true to them. • Perception is built on personal experiences in life – we interpret present events based on past experiences. • Once you know and understand another’s perception, you can either confirm it or try to change it.

  6. Trust • What does trust mean to you? • Webster: reliance, position of obligation, place something in somebody’s care • Noun: Firm belief in the reliability, ability, or strength of someone or something.

  7. Trust – What Do You Think? • Examples of when someone has built a level of trust with you: • How do you feel? • How do you think they feel? • Examples of when there is no trust or trust is lost: • What happened as a result? • If trust was regained, how long did that take? • Takes a long time to gain and a moment to lose

  8. Trust • Impact to how your organization performs • Precedes collaboration and teamwork • Collaboration and teamwork require win/win • Based on openness, honesty, credibility, integrity, respect • Creates commitments • Consistency is key!

  9. Building Trust • Lead by example; ask for help • Offer honest feedback and assistance • Appreciate and respect others’ experiences • Focus time and energy on what’s important, not politics or personalities • Be clear on roles and responsibilities • Do what you say you will do and when you can’t, follow up

  10. The ABCs of Great Communication • A is for Action • What do you want the person to do? • Are they capable? • Are they ready? • How much do you trust them? • What is your agreement?

  11. The ABCs of Great Communication • B is for Behavior • What are your expectations for how you want your staff / volunteers to behave? • How have you communicated your expectations? • How do you give feedback to correct behaviors or recognize the right behaviors?

  12. The ABCs of Great Communication • C is for Clarity • How are you sure they have heard your messages? • Do you give your staff a chance to ask questions, or make suggestions and share ideas? Your volunteers? • Are your written and spoken communications effective? • Are you an effective listener?

  13. Not Listening Behaviors • Starting with “yes but….. • Denying what is being said • Offering Pity • Defending • Rationalizing

  14. Listening • Helps understanding • Encourages information sharing • Enhances and influences • Demonstrates respect and caring

  15. Using HEART Principles • Hear me and understand me. • Even if you disagree with me, don’t make me wrong. • Acknowledge my contributions and what I bring to the party. • Remember to look for my good intentions. • Tell me the truth with compassion.

  16. Confronting • Set the climate • Ask for time • State your intentions • State your concerns/reservations • State your case • Own your responsibility • Describe behavior being confronted • State impact of behavior

  17. Confronting • Listen for Understanding • Give 100% attention • Demonstrate understanding • Negotiate • State expectations • Offer help in change • Describe positive negative consequences

  18. Confronting • Make agreements • State agreements reached • Establish follow-up • Share appreciation

  19. Hiring the Best Staff • Your knowledge and experience of working with people in this business • Referrals • Marketing to fill jobs • Selling the great experience you offer and why they should be a part of it • Interviewing and Hiring

  20. Keeping the Best Staff • Orientation – first impressions critical • Training – connect their previous experience to your needs or “start from scratch.” • Learn by doing • Keep it fun and interesting

  21. Getting the Best Volunteers • Know what you want • Where to get great volunteers • Schools / Places of worship • Radio / TV • Over 55 / active seniors • “Animal groups,” civic organizations • Internet / social media • Get to know them, what makes them want to volunteer for you • Current students and families

  22. Love ‘em or Lose ‘em - Volunteers • Without the power of the paycheck, you need to keep them coming back • Feedback • Recognition, reward

  23. Wrap-Up / Sharing • Thank you for a wonderful opportunity • Questions? • What is one practical thing you will take away from this session?

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