Sep 15, 2021
Sandra Sucher is a professor of management practice at
Harvard Business School and an internationally recognized
researcher on the subject of trust. Sandra shares her research
findings about trust, and why leaders are often working against
their natural instincts once they’ve been promoted. Trust is not
just one thing we have to develop, it’s four things.
Sponsored by...
Cultivate Grit. Amplify
Action. Get The
Importance of Journaling
We help YOU enjoy the success we’ve already
enjoyed.
Free downloads of
Quick
Reference Guides on
Delegation, Time Management, Sales, and more.
Key Takeaways
[3:55] There are six different
kinds of apologies that you can make.
[7:25] It’s so hard to apologize
when you know your intentions were good.
[8:20] The four elements of
trust are:
- Competence
- Motives
- Means
- Impact
[10:55] Jim tends to see a lot
of people failing at competence when trying to build
trust.
[14:55] The very behaviors that
make you trustworthy can also begin to disappear when you become a
leader. Sandra dives deeper into this and what research has
shown.
[16:25] Just by being the
leader, you can stop caring about your peers and turn inward and
act selfishly. Absolute power corrupts absolutely is a true
statement.
[17:35] We’re asking a lot from
our leaders. We are almost asking them to act against their natural
instincts.
[21:00] Sandra answers the
questions on whether “selfless leaders” are truly
trustworthy.
[23:35] We don’t always have to
like a person in order for us to trust someone.
[25:35] If you just look at
survey results in the Net Promoter Score system, you’re missing a
wide variety of details and information your customers are telling
you.
[26:55] With the increase in AI
and the use of technology to determine if someone is trustworthy,
Sandra explores whether we should rely on the data or rely on our
gut instead.
[32:05] Here are three questions
you should be asking your employees:
- How has your COVID-19 been?
- How have we done as a business?
- What’s one challenge that you face in this new
world that we can help you with?
[35:25] We tend to focus on
whether a leader is trustworthy, but there’s more of an emphasis
today on whether a company can be trusted.
[40:45] Trust is a relationship
that’s running in the background at all times. You will always have
opportunities to earn it and to lose it.
[41:15] Listener challenge: Take
a long-term perspective on building trust. It takes time, but work
at it bit by bit.
Quotable Quotes
- “Trust is built from the inside out. It’s
impossible to be trusted by people outside of your firm if you’re
not trusted inside the firm.”
- “Leaders have to work harder to regain their
empathy.”
- “You can build trust either at the brand level
and the company level. Hopefully, it’s both.”
- “All companies are being evaluated on whether
they’re trustworthy right now. There’s no moment that’s ‘trust
free’.”
Resources Mentioned