ONLY
CONNECT
“Business doesn’t really exist,
it’s all Trust Based Relationships”
No relationships – no business.
Poor relationships – poor business.
Great relationships – great business.*
*Success Intelligence - Robert Holden 2002
TRUST IS…
“Trust is the lubrication that makes it possible for
organisations to work” Warren G Bennis - The Leadership Institute, University of South Carolina
“Trust has to be earned, and should only come after the
passage of time”
Arthur Ashe, Tennis player
“reliance on the integrity, strength, ability, surety, etc.,
of a person or thing”
Oxford English Dictionary
Reputation
Starbucks
HSBC
Rolls Royce
Virgin
British
Airways
BBC
Easy Jet
YOU?
The Trust Equation
(from David Maister’s book “The Trusted Adviser”)
T=C+R+I
SO
T =
Trust (Maximum possible score is 30 but very unlikely)
C =
Credibility (1 to 10) – our words and credentials as well as honesty
R =
Reliability (1 to 10) – our actions and whether we keep our promises
I =
Intimacy (1 to 10) – our emotions, openness and how comfortable people
are about taking to us
SO =
Self Orientation (1 to 10 but lower scores are better!) – our motives and
self interest