Trust plays an important role in the manager’s relationships with his or her employees.100 Given the importance of trust in setting a good ethical example for employees, today’s managers should actively seek to develop it within their work group. Steps in Practicing the Skill 1. Practice openness. Mistrust comes as much from what people don’t know as from what they do. Being open with employees leads to confidence and trust. Keep people informed. Make clear the criteria you use in making decisions. Explain the rationale for your decisions. Be forthright and candid about problems. Fully disclose all relevant information. 2. Be fair. Before making decisions or taking actions, consider how others will perceive them in terms of objectivity and fairness. Give credit where credit is due. Be objective and impartial in performance appraisals. Pay attention to equity perceptions in distributing rewards. 3. Speak your feelings. Managers who convey only hard facts come across as cold, distant, and unfeeling. When you share your feelings, others will see that you are real and human. They will know you for who you are and their respect for you is likely to increase. 4. Tell the truth. Being trustworthy means being credible. If honesty is critical to credibility, then you must be perceived as someone who tells the truth. Employees are more tolerant of hearing something “they don’t want to hear” than of finding out that their manager lied to them. 5. Be consistent. People want predictability. Mistrust comes from not knowing what to expect. Take the time to think about your values and beliefs, and let those values and beliefs consistently guide your decisions. When you know what’s important to you, your actions will follow, and you will project a consistency that earns trust. 6. Fulfill your promises. Trust requires that people believe that you are dependable. You need to ensure that you keep your word. Promises made must be promises kept. 7. Maintain confidences. You trust those whom you believe to be discreet and those on whom you can rely. If people open up to you and make themselves vulnerable by telling you something in confidence, they need to feel assured you won’t discuss it with others or betray that confidence. If people perceive you as someone who leaks personal confidences or someone who can’t be depended on, you’ve lost their trust. 8. Demonstrate competence. Develop the admiration and respect of others by demonstrating technical and professional ability. Pay particular attention to developing and displaying your communication, negotiation, and other interpersonal skills. Practicing the Skill Read through the following scenario. Write a paper describing how you would handle the situation. Be sure to refer to the eight behaviors described previouslyfor developing trust. Scenario Donna Romines is the shipping department manager at Tastefully Tempting, a gourmet candy company based in Phoenix. Orders for the company’s candy come from around the world. Your six-member team processes these orders. Needless to say, the two months before Christmas are quite hectic. Everybody counts the days until December 24 when the phones finally stop ringing off the wall, at least for a couple of days. You and all of your team members breathe a sigh of relief as the last box of candy is sent on its way out the door. When the company was first founded five years ago, after the holiday rush, the owners would shut down Tastefully Tempting for two weeks after Christmas. However, as the business has grown and moved into Internet sales, that practice has become too costly. There’s too much business to be able to afford that luxury. And the rush for Valentine’s Day orders start pouring in the week after Christmas. Although the two-week post-holiday company-wide shutdown has been phased out formally, some departments have found it difficult to get employees to gear up once again after the Christmas break. The employees who come to work after Christmas usually accomplish little. This year, though, things have got to change. You know that the cultural “tradition” won’t be easy to overcome, but your shipping team needs to be ready to tackle the orders that have piled up. After all, Tastefully Tempting’s customers want their orders filled promptly and correctly!
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