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Trust is Gained by Attention to the Fundamentals

September 6, 1999

"Talk is cheap with regard to trust.  We build trust by delivering results that are consistent with the expectations of those who depend on us.  We build trust by fulfilling our promises and acting in a consistent and predictable manner.  We build trust by showing concern for others, particularly when they are vulnerable and in need of support.  We don't build trust by asking people to trust us.  Those who say, 'Trust me,' are inviting suspicion.  We don't build trust by talking about the importance of trust.  Instead, focus on the factors that sustain trust and let it evolve on its own.  Trust works most effectively when it is simply part of the way an organization goes about its business.  In this respect, trust is best approached indirectly and through actions rather than words (Shaw, 1997, pp. 210-211)."

Reference:  Shaw, R.B. (1997).  Trust in the balance.  San Francisco: Jossey-Bass Publishers.

Do you build trust in your organization?

* Trust in the Balance is available on loan at the OSU Leadership Center.  A listing of all the Leadership Center's resources is available on our website www.ag.ohio-state.edu/~leaders

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Created: 2009-01-06, Updated: 2009-01-16