1、The Speed of Trust 信任 The One Thing That Changes Everything 改變一切,Morning 莫逆,Contents 內容,The One Thing That Changes Everything The First Wave Self Trust The Second Wave Relationship Trust The Third, Fourth, and Fifth Waves Stakeholder Trust Inspiring Trust Suggested Actions,改變一切的一件事 第一波:自我信任 第二波:人己間信
2、任 第三、四、五波:關係人間的信任 激發信任 建議行動方案,The One Thing That Changes Everything 改變一切的一件事,Which is trust Nothing is as fast as the speed of trust Trust increases speed and reduces cost Strategy x execution x trust = results Trust is a function of both character and competence Trust can be created, destroyed and
3、restored Trust can be effectively taught and learned, and it can become a leverageable, strategic advantage Not trusting people is a greater risk Establishing trust with the one establishes trust with the many,就是信任 凡事信任最急 信任讓事情做得更快，成本更低 策略x執行 x 信任 = 成果 信任是特質和能力的函數信任可以建立,摧毀和重建信任可以有效地傳授, 學習並且帶來槓桿效應的策略
4、效益 不相信人比相信人更危險 和一個人建立信任關係，同時可以延伸到許多人,You can do something about this! 你能改變信任,“ 5 Waves of Trust” The First Wave: Self Trust The Second Wave: Relationship Trust The Third Wave: Organizational Trust The Fourth Wave: Market Trust The Fifth Wave: Societal Trust,信任五波 第一波:自我信任 第二波:人己關係信任 第三波:組織信任 第四波:市場信任
5、 第五波:社會信任,You can do something about this! 你能改變信任,“ 5 Waves of Trust ” The First Wave: Self Trust The Second Wave: Relationship Trust The Third Wave: Organizational Trust The Fourth Wave: Market Trust The Fifth Wave: Societal Trust,信任五波 第一波:自我信任 第二波:人己關係信任 第三波:組織信任 第四波:市場信任 第五波:社會信任,The First Wave:
6、Self Trust 第一波:自我信任（一）,The 4 Cores of Credibility 1. Integrity: are you congruent?Make and keep commitments to yourselfStand for somethingBe open 2. Intent: Whats your agenda?Examine and refine your motivesDeclare your intentChoose abundance,信用的四核心 1. 正直:前後一致，表裡如一?承諾並信守堅持立場心胸開擴2. 意向:到底要甚麼？檢討調整動機明示意向
7、大家都豐收,The First Wave: Self Trust 第一波:自我信任(二）,The 4 Cores of Credibility 3. Capabilities: Are you relevant?Run with your strengths (and with your purpose)Keep yourself relevantKnow where youre going4. Results: Whats your tract recordTake responsibility for resultsExpect to winFinishing strong,信用的四核心
8、3. 能力:相關要項夠嗎？全力以赴（鎖定目標)不斷充實相關要項知所行止4. 結果:你的記錄？對結果負責要有贏的期望收尾有力,You can do something about this! 你能改變信任,“ 5 Waves of Trust” The First Wave: Self Trust The Second Wave: Relationship Trust The Third Wave: Organizational Trust The Fourth Wave: Market Trust The Fifth Wave: Societal Trust,信任五波 第一波:自我信任 第二波
9、:人己關係信任 第三波:組織信任 第四波:市場信任 第五波:社會信任,The Second Wave: Relationship Trust 第二波:人己關係信任（一）,The 13 Behaviors 1. Talk straightBe honest. Tell the truth. Let people know where you stand. Use simple language. Call things what they are. Demonstrates integrity. Dont manipulate people or distort facts. Dont spin
10、 the truth. Dont leave false impression.2. Demonstrate respectGenuinely care for others. Show you care. Respect the dignity of every person and every role. Treat everyone with respect, expecially those who cant do anything for you. Show kindness in the little things. Dont fake caring. Dont attempt t
11、o be “efficient” with people.,13 項行為 1. 直言誠實。講真話。讓它人瞭解你的立場。用平實語言。確實陳述。展現正直。不操縱人或扭曲事實。不淹蓋真相。避免留下錯誤印象。2. 展現遵重真心關心他人。展現你的愛心。遵重每個人的自尊和他們擔任的角色。敬重每一個人甚至對自己毫無幫助的人。小事上表現慈悲心。不做虛偽愛心。不要對人一昧講求效率。,The Second Wave: Relationship Trust 第二波:人己關係信任（二）,The 13 Behaviors 3. Create transparencyTell the truth in a way peo
12、ple can verify. Get real and genuine. Be open and authentic. Err on the side of disclosure. Operate on the premise of “What you see is what you get.” Dont have hidden agenda. Dont hide information.4. Right wrongsMake things right when youre wrong. Apologize quickly. Make restitution where possible.
13、Practice “service recoveries.” Demonstrate personal humility. Dont cover things up. Dont let pride get in the way of doing the right thing.,13 項行為 3. 透明交待足以令人求證的真相。發掘真相和純真。坦誠有根據。不隱瞞過錯。堅持你看到的就是你即將得到的。不要有隱藏意圖。不掩蓋資訊。 4. 導正錯誤知過必改。立即致歉。盡力補償。弭補缺失。謙虛。不演掩飾。不讓驕傲阻擋該做的事。,The Second Wave: Relationship Trust 第二波
14、:人己關係信任（三）,The 13 Behaviors 5. Show loyaltyGive credit freely. Acknowledge the contributions of others. Speak about people as if they were present. Represent others who arent there to speak for themselves. Dont bad-mouth others behind their backs. Dont disclose others private information.6. Deliver
15、resultsEstablish a track record of results. Get the right things done. Make things happen. Accomplish what youre hired to do. Be on time and within budget. Dont over-promise and under-deliver. Dont make excuse for not delivering.,13 項行為 5. 展現忠誠慷慨定歸功他人。認同它人努力和貢獻。人前人後言行一致。代表不在場其他人為他們發言。不在他人背後攻訐。不洩漏他人私
16、事。6. 提出成果建構個人成果記錄。做正確的事。完成任務。達成受他人僱用或委託應完成使命。如期在預算內完成任務。不過份承諾，完成不足。不為沒做到找藉口。,The Second Wave: Relationship Trust 第二波:人己關係信任（四）,The 13 Behaviors 7. Get betterContinuously improve. Increase your capabilities. Be a constant learner. Develop feedback systems both formal and informal. Act on the feedback
17、 you receive. Thank people for feedback. Dont consider yourself above feedback. Dont assume todays knowledge and skills will be sufficient for tomorrows challenges.8. Confront realityAddress the tough stuff directly. Acknowledge the unsaid. Lead out courageously in conversation. Remove the “sword fr
18、om their hands.” Dont skirt the real issues. Dont bury your head in the sand.,13 項行為 7. 更好持續改進。提升自我能力。不斷學習。建置正式和非正式回饋機制 。回應回饋。感謝提供回饋的人。不要認為自己比回饋優越。不要自滿於今日所擁有知識和技能足以應付未來挑戰。 8. 面對現實不迴避艱難。瞭解弦外之音。談話溝通有充份勇氣。緩和箭拔弩張情勢。不要在核心重要議題外繞圈子。沒有埋首沙中，駝鳥心態。,The Second Wave: Relationship Trust 第二波:人己關係信任（五）,The 13 Behav
19、iors 9. Clarify expectationsDisclose and reveal expectations. Discuss them. Validate them. Renegotiate them if needed and possible. Dont violate expectations. Dont assume that expectations are clear or shared.10. Practice accountabilityHold yourself accountable. Hold others accountable. Take respons
20、ibility for results. Be clear on how youll communicate how youre doing and how others are doing. Dont avoid or shirk responsibility. Dont blame others or point fingers when things go wrong.,13 項行為 9. 明確交代期望明白說明或交代期望。充分討論。坦誠有根據。不隱瞞過錯。堅持你看到的就是你即將得到的。不要有隱藏意圖。不掩蓋資訊。 10. 唯持個人可靠度對他人負責。幫助他人承擔責任。為成果負責。清楚交代自
21、己和他人應做的事情。不逃避或推諉責任。不歸咎或責備他人。,The Second Wave: Relationship Trust 第二波:人己關係信任（六）,The 13 Behaviors 11. Listen firstListen before you speak. Understand. Diagnose. List with your ears and your eyes and heart. Find out what the most important behaviors are to the people youre working with. Dont assume you
22、 know what matters most to others. Dont presume you have all the answers or all the questions.12. Keep commitmentsSay what youre going to do, then do what you say youre going to do. Make commitments carefully and keep them. Make keeping commitments the symbol of your honor. Dont break confidences. D
23、ont attempt to “PR” your way out of a commitment youve broken.,13 項行為 11. 先聽先聽再說。充分瞭解。診斷分析。用耳朵、眼睛用心聽。找出和你一同工作的人最重要行為。不要認為自己比別人知道得多。不要自認以為知道所有答案或所有問題。 12. 謹守承諾說你要做的事，做你說要做的事。謹慎許諾謹守承諾。守信是你的名譽。不要中止自信。沒兌現的承諾，不要以公關手腕掩飾。,The Second Wave: Relationship Trust 第二波:人己關係信任（七）,The 13 Behaviors 13.Extend trustDem
24、onstrate a propensity to trust. Extend trust abundantly to those who have earned your trust. Extend conditionally to those who are earning your trust. Learn how to appropriately extend trust to others based on the situation, risk, and credibility (character and competence ) of the people involved. B
25、ut have a propensity to trust. Dont withhold trust because there is risk involved.,13 項行為 13. 延展信任展現信任的習性。對值得信任的人更加信任，對正在贏取你信任的人有條件給予信任。適時適人適情況適對像特質和能力給予信任。有信任人的習性。不要因風險而保留對人的信任。,You can do something about this! 你能改變信任,“ 5 Waves of Trust ” The First Wave: Self Trust The Second Wave: Relationship Tru
26、st The Third Wave: Organizational Trust The Fourth Wave: Market Trust The Fifth Wave: Societal Trust,信任五波 第一波:自我信任 第二波:人己關係信任 第三波:組織信任 第四波:市場信任 第五波:社會信任,The Third Wave: Organizational Trust-Alignment 第三波:組織信任-和諧有序(一),The 7 Low-trust organizational taxes Redundancy Bureaucracy Politics Disengagement
27、Turnover Churn Fraud,七個低信任組織現象 冗員充斥 官僚作風 汎政治化 鬆散無力 員工流動 動盪不安 舞弊營私,The Third Wave: Organizational Trust-Alignment 第三波:組織信任-和諧有序(二),The 7 High-trust organizational dividends Increased value Accelerated growth Enhanced innovation Improved collaboration Strong partnering Better execution Heightened loya
28、ltyFamilies are organizations, too,七個高信任組織現象 不斷增值 加速成掌 強化創新 增進合作 堅強團結 卓越執行 高度忠誠家庭也是一種組織,You can do something about this! 你能改變信任,“ 5 Waves of Trust ” The First Wave: Self Trust The Second Wave: Relationship Trust The Third Wave: Organizational Trust The Fourth Wave: Market Trust The Fifth Wave: Socie
29、tal Trust,信任五波 第一波:自我信任 第二波:人己關係信任 第三波:組織信任 第四波:市場信任 第五波:社會信任,The Fourth Wave: Market Trust-Reputation 第四波:市場信任-信譽,Talk straight Create transparency Listen first,有話直說 高度透明 傾聽客戶,You can do something about this! 你能改變信任,“ 5 Waves of Trust ” The First Wave: Self Trust The Second Wave: Relationship Trust
30、 The Third Wave: Organizational Trust The Fourth Wave: Market Trust The Fifth Wave: Societal Trust,信任五波 第一波:自我信任 第二波:人己關係信任 第三波:組織信任 第四波:市場信任 第五波:社會信任,The Fifth Wave: Societal Trust-Contribution 第五波:社會信任-貢獻,Create value and give backBill and Melinda Gates Foundation, 2005 Business WorldIntentional V
31、irtueAdam Smiths “ The Theory of Moral Sentiments “Conscious CapitalismBusiness ethics Global citizenship,創造價值，回饋社會蓋茲基金會 企業世界意向性的美德亞當史密斯”道德觀”良知的資本家企業論理 世界公民,Inspiring trust-extending “ Smart Trust “ 激發信任-延續有智彗的信任,Analyzing opportunity, risk and credibility (character and competence) of those involve
32、d Managing risk Restoring trust when it has been lost on all levels,分析機會，風險和相關人的可信度(特質和能力) 管理風險 信任摧毀後的全面五波重建,Suggested Actions 建議行動方案,Assessing how credit are you (p.50-53) by yourself and your stakeholders. Identifying your strengths and weakness. Develop an action plan Engage a mentor/coach and implement Evaluate feedbacks and do it again,結合你週遭的關係人,評估你現在的可靠度 和16項人際行為 確認你的優、劣處訂定行動方案 延請導師/教練,實施行動方案 5. 檢討回饋，再出發,
