信任的速度一个可以改变一切的力量课件

1、信任的速度：一个可以改变一切的力量Contents 內容The One Thing That Changes EverythingThe First Wave Self TrustThe Second Wave Relationship TrustThe Third, Fourth, and Fifth Waves Stakeholder TrustInspiring TrustSuggested Actions改變一切的一件事第一波:自我信任第二波:人己間信任 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

2、的一件事Which is trustNothing is as fast as the speed of trustTrust increases speed and reduces costStrategy x execution x trust = resultsTrust is a function of both character and competenceTrust can be created, destroyed and restoredTrust can be effectively taught and learned, and it can become a lever

3、ageable, strategic advantageNot trusting people is a greater riskEstablishing 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

4、Trust”The First Wave: Self TrustThe Second Wave: Relationship TrustThe Third Wave: Organizational TrustThe Fourth Wave: Market TrustThe 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You can do something about this!你能改變信任“ 5 Waves of Trust ”The First Wave: Self TrustThe Sec

5、ond Wave: Relationship TrustThe Third Wave: Organizational TrustThe Fourth Wave: Market TrustThe 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: 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 your

6、selfStand 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 yo

7、ur 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 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

8、”The First Wave: Self TrustThe Second Wave: Relationship TrustThe Third Wave: Organizational TrustThe Fourth Wave: Market TrustThe 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 Second Wave: Relationship Trust 第二波:人己關係信任（一）The 13 Behaviors 1. Talk straightBe honest. Tel

9、l 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 the truth. Dont leave false impression.2. Demonstrate respectGenuinely care for others. Show you care. Respect the dignity of every

10、 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 to 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

11、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 people 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

12、 what you get.” Dont have hidden agenda. Dont hide information.4. Right wrongsMake things right when youre wrong. Apologize quickly. Make restitution where possible. Practice “service recoveries.” Demonstrate personal humility. Dont cover things up. Dont let pride get in the way of doing the right t

13、hing.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: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 wer

14、e present. Represent others who arent there to speak for themselves. Dont bad-mouth others behind their backs. Dont disclose others private information.6. Deliver resultsEstablish a track record of results. Get the right things done. Make things happen. Accomplish what youre hired to do. Be on time

15、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 Beha

16、viors 7. Get betterContinuously improve. Increase your capabilities. Be a constant learner. Develop feedback systems both formal and informal. Act on the feedback you receive. Thank people for feedback. Dont consider yourself above feedback. Dont assume todays knowledge and skills will be sufficient

17、 for tomorrows challenges.8. Confront realityAddress the tough stuff directly. Acknowledge the unsaid. Lead out courageously in conversation. Remove the “sword from 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

18、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 Behaviors 9. Clarify expectationsDisclose and reveal expectations. Discuss them. Validate them. Renegotiate them if needed and possible. Dont vio

19、late expectations. Dont assume that expectations are clear or shared.10. Practice accountabilityHold yourself accountable. Hold others accountable. Take responsibility for results. Be clear on how youll communicate how youre doing and how others are doing. Dont avoid or shirk responsibility. Dont bl

20、ame 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. Under

21、stand. 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 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,

22、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. Dont 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

23、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 trustDemonstrate a propensity to trust. Extend trust abundantly to those who have earned your trust. Extend conditionally to those who are earning your

24、trust. Learn how to appropriately extend trust to others based on the situation, risk, and credibility (character and competence ) of the people involved. But 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

25、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 TrustThe Second Wave: Relationship TrustThe Third Wave: Organizational TrustThe Fourth Wave: Market TrustThe 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 Th

26、ird Wave: Organizational Trust-Alignment 第三波:組織信任-和諧有序(一)The 7 Low-trust organizational taxesRedundancyBureaucracyPoliticsDisengagementTurnoverChurnFraud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 dividendsIncreas

27、ed valueAccelerated growthEnhanced innovationImproved collaborationStrong partneringBetter executionHeightened loyaltyFamilies 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 TrustThe Second Wave: Relat

28、ionship TrustThe Third Wave: Organizational TrustThe Fourth Wave: Market TrustThe 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 Fourth Wave: Market Trust-Reputation 第四波:市場信任-信譽Talk straightCreate transparencyListen 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 TrustThe Second Wave: Relationship TrustThe Third Wave: Organizational Trus