13L Viewpoints

April 2008

The Speed of Trust - A Book by Stephen M.R. Covey

By Patricia Armstrong

Nothing in our lives is faster at changing things than trust. At first glance, one may wonder why Stephen Covey would write on book on the importance of trust in all our relationships. This topic is not usually the focal point of leadership development writings. We think of trust as a soft skill on character and integrity, one that stands separately from competence and results. In Stephen Covey’s book, we learn that trust is both a function of character and competence. We do not trust someone based on their good character and integrity alone if the person cannot perform and meet our expectations for results.

Trust is important in all our relationships – family, friends, co-workers, bosses. Trust makes every operation more efficient and less costly. The quickest way to lose trust is to not live up to your commitments, a loss of integrity. The quickest way to gain trust is to produce results, show competence. I can think of many examples at work when deadlines were not met and the level of trust between co-workers and bosses suffered. I can also think of specific instances when expected results were produced and met expectations. The attainment of trust and the demonstration of competence cannot be understated in its effect on the speed and efficiency of any well-running operation.

In examining trust, one should first look inward. Stephen Covey mentions self-trust and the principle of credibility. The four cores of credibility are: integrity, intent, capabilities, and results. Integrity is more than just honesty. It’s walking your talk, demonstrating your values and beliefs, and being congruent inside and out. The second core principle of credibility, intent, has to do with our agendas. Intent and integrity demonstrate our character. Are we truly interested in mutual benefits in our dealings with others? People do not trust other people who have hidden agendas. Our talents, attitude, knowledge, and style shape our capabilities, the third core principle. A co-worker with a good attitude and integrity who lacks the skills to get the job done lacks credibility. The fourth core principle, results, is demonstrated when results are produced and expectations are met. Capabilities and results shape one’s competence.

The second area in which to examine trust is in all our relationships. Covey describes in detail thirteen behaviors to examine. In summary, the thirteen behaviors are:

Behavior # 1: Talk Straight

Honestly speak the truth in simple language. Don’t spin the truth or distort facts.

Behavior #2: Demonstrate Respect

Don’t fake caring for people in every role, even the people who can’t do anything for you.

Behavior #3: Create Transparency

Be open and do not hide information. People should be able to verify your authenticity.

Behavior #4: Right Wrongs

Apologize quickly and make things right. Don’t cover up mistakes. Don’t let pride get in the way.

Behavior #5: Show Loyalty

Speak on others’ behalf giving credit and acknowledging their contributions. Don’t bad mouth or talk about others’ private information.

Behavior #6: Deliver Results

Don’t overpromise and underdeliver. Do the right things that are expected. Establish a reputation of getting things done.

Behavior #7: Get Better

Establish a lifetime of learning new capabilities and skills. Value feedback from others.

Behavior #8: Confront Reality

Don’t skirt the hard stuff. Lead conversations courageously on the real issues.

Behavior #9: Clarify Expectations

Don’t assume expectations are clear – discuss, validate, and if needed, renegotiate expectations.

Behavior #10: Practice Accountability

Communicate how you’re doing and how others are doing in meeting expectations. Hold yourself and others accountable. Don’t finger point when things go wrong.

Behavior #11: Listen First

Listen first with your ears and heart. Find out what others value most in behaviors. Don’t assume you know what matters most to others. Don’t jump to thinking you know the answers or the questions.

Behavior #12: Keep Commitments

Make commitments carefully. Do not make a commitment unless you intend to honor it. Do not make excuses for commitments you have broken.

Behavior #13: Extend Trust

Always demonstrate a propensity to trust. Learn how to extend trust to others based on the situation, risk and credibility of the people involved. Don’t withhold trust just because there is some risk involved.

I found Stephen Covey’s book a must read for anyone aspiring to have success in life. At the Speed of Trust website, there is also a short, free on-line survey that one can take to assess personal trust and competence as well as a short survey that can be sent to friends and co-workers asking them to anonymously answer an on-line survey. You then get back a report that examines how much they trust you and how they view your competence. The book also offers an action plan to assist in obtaining more trusting relationships. I highly recommend this book to anyone, not just leaders in business, as one of the most beneficial guides to successful living and satisfying relationships.