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Dale Carnegie Training

Dale Carnegie Training. ®. Department of the Navy Executive Career Planning Seminar. Build Trust, Credibility, and Respect. ISO-405-PD-EV-1204-V1.0. Build Trust, Credibility, and Respect. Learning Objectives. Understand the relationship between trust, credibility, and respect

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Dale Carnegie Training

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  1. Dale Carnegie Training ® Department of the Navy Executive Career Planning Seminar Build Trust, Credibility, and Respect ISO-405-PD-EV-1204-V1.0

  2. Build Trust, Credibility, and Respect Learning Objectives • Understand the relationship between trust, credibility, and respect • Minimize trust-busters and restore broken trust • Apply principles to cultivate a trust-based work environment

  3. What Is Trust? Trust: A firm belief that a person or thing can be relied upon

  4. So, What Is Trust? Leaders need their people talking about them saying the “right” things. Remember that they never stop talking, the question is, what are they saying.

  5. Defining Trust Suspicious and Paranoid Naïve and Gullible Healthy Trust Responsible Excessive Distrust Excessive Trust

  6. Defining Trust Excessive Trust Healthy Trust Excessive Distrust Tends to trust everyone blindly and recklessly Tends to trust people based on instinct and information Trusts no one, Including oneself Can be naïve and gullible Is discerning and cautious Can be suspicious and paranoid Tendency to be responsible, exercise good judgment, and make good and confident decisions Tendency to fall for scams and make poor decisions Tendency to be paralyzed by insecurity, protectiveness, and indecision Often has a passively “yes” attitude Tends to trust everyone blindly and recklessly Often has an aggressive “no” attitude

  7. Benefits of a Trust-Based Work Environment • Greater job satisfaction • More commitment • Improved productivity • Less stress • Creativity flows • Better customer service • Greater employee retention • Satisfied and loyal customers

  8. Does It Work? “You can dream, create, design and build the most wonderful place in the world, but it requires people to make the dream a reality.” Walt Disney

  9. Does It Work? Walt Disney said that there are three kinds of people: 1) The Well Poisoner The Lawn Mower The Life Enhancer

  10. The TCR Connection

  11. Credibility If I don’t trust you, I will not view you as credible nor will I respect you. If I don’t respect you, I will not see you as credible or trustworthy. If I don’t find you credible, I will not trust or respect you.

  12. Credibility What is credibility? How do you build credibility? How do you know when you are perceived by others as being credible? What are the “signs” that others consider you credible?

  13. Credibility When you are talking about you its bragging. When someone else talks about you it’s proof and builds credibility.

  14. Trust-Busters

  15. Trust-Busters “I’m not upset that you lied to me, I’m upset that from now on I can’t believe you.” -Friedrich Nietzche

  16. Six Warning Signs of Distrust Low morale and motivation Absenteeism and turnover Guarded communication and/or active rumor mill

  17. Six Warning Signs of Distrust Undercurrent of fear and worry Cynical and suspicious behavior Defensive or aggressive behavior or communication

  18. If they, Like you, Believe you, Trust you, Respect you, They may support you Which is the most important?

  19. Restoring Trust 7 1 Trust restored Event 6 2 Disappointment, fear, anger Positive outcome Restoring Trust 5 Second chance 3 Disengagement 4 Discuss

  20. Past Situation Analysis Think of a past situation in which someone you trusted violated or broke this trust. Briefly describe the situation. How did you feel? How did you react? Did you ever communicate how you felt? What did you say? What happened as a result? Did you ever give the person a second chance? If yes, what happened? In no, where does your relationship stand today? Based on this experience, what did you learn about restoring trust?

  21. Five Steps to Boost and Restore Trust • Put your ego aside • Take responsibility • Meet and discuss • Assess needs • Let your actions speak for you

  22. The TCR Equation

  23. Principles for Building Trust, Credibility, and Respect

  24. Principles for Building Trust, Credibility, and Respect 1. Build rapport 2. Listen sincerely 3. Honor and find merit in differences of opinion… 4. Ask, don’t tell 5. Be willing to negotiate and compromise 6. Think before speaking 7. Think and speak in terms of “us.” 8. Take care of issues promptly 9. Demonstrate integrity 10. Remain humble

  25. Principles for Building Trust, Credibility, and Respect 11. Adhere to high standards of behavior 12. Refrain from mood swings 13. Be a stellar role model 14. Demonstrate respect, trust, and faith in others 15. Be authentic 16. Be generous, courteous, approachable, and available 17. Be realistic when communicating vision, goals, and outcomes 18. Be human 19. Deal directly with others 20. Be an advocate of your staff

  26. When Incongruent Impact of Message Verbal 7% Visual 55% 38% Vocal Dr. Albert Mehrabian, UCLA Professor10-year study of nonverbal communication

  27. Commitment to Build Trust, Credibility, and Respect

  28. Steal, swear, drink and lie your way to Leadership! Steal time each day to do something for others. Swear to give everything you do the best that you have. Drink in the opportunities that surround you. Lie down at night knowing that today you gave your best.

  29. Dale Carnegie Training ® Department of the Navy Executive Career Planning Seminar Build Trust, Credibility, and Respect ISO-405-PD-EV-1204-V1.0

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