Trust – A Framework for Improved Results

Overview

“Trust” is a current buzz word and has long been recognised as a driver of business success. The case studies and data are compelling: there is no doubt of the correlation between high trust, high speed, low cost and increased value. There has recently been a massive loss of trust in the financial sector and business in general.

This Short Course addresses the value of trust and what businesses need to do to build and retain trust. It looks at trust as a strategic competency that drives economic performance and creates a sustainable competitive advantage. The skills and behaviours can be taught and improved, and the results can be measured. You will gain the tools to implement trust building competencies to lead high trust individuals and build high trust organisations.

Topics Covered

Exploring the issue, tools and skills for personal and inter-personal trust

• Defining trust and why it is important
• The business case for trust
• Identifying the costs of low trust
• Exploring the benefits of high trust
• Trust as a personal competency
• Inter-personal trust
• The leader’s role in building trust as a competence
• Action plan and skills practice
• Extending trust

Tools and skills to build trust as an organisation and market competency

• Trusting me → trusting me in my role
• Trust as an organisational competency
• What a trusted organisation looks like
• How to establish credibility in your organisation
• Aligning people and systems
• How to improve systems
• Symbols of trust and distrust
• Market trust – building it as a strategic long term initiative
• Stakeholder vs. shareholder value
• Net Promoter Score
• Action planning

Who should attend

• Senior Marketers responsible for delivering brand communications
• Senior HR managers responsible for HR initiatives that will improve retention and productivity
• Senior Sales Managers dealing with falling sales, or not reaching sales targets
• Trust  or Board Executives wanting to build strong governance behaviours
• Public Relations Executives responsible for liaising with stakeholders, government and shareholders
• Project Leaders
• Managers and Senior Managers negotiating alliances and partnering agreements
• Local government staff impacted by significant changes and needing to re-build credibility
• Managers tasked with improving financial results and engagement and execution
• Educational administrators needing to establish or re-establish credibility

Outcomes

As a result of attending this Short Course you will learn the 11 essentials to achieve the benefits of trust as a strategic competency in your organisation:

1. How to recognise trust issues, what is causing them and explain them in terms of costs and benefits and what to do about it
2. What specific behaviours build the strategic competency of trust, and which are deficiencies and how to engage your staff in adopting new behaviours
3. The 4 keys to building and keeping personal trust
4. How to improve engagement, retention and productivity of your teams
5. What to do when the issue is how others are behaving
6. How to improve systems and processes
7. How to create a plan to decrease costs and improve profitability
8. How to build credibility with stakeholders, partners and customers
9. How to build new partnerships or alliances that deliver results faster
10. How to restore trust and confidence at all levels when it has been lost
11. How to build a trusted brand

Organisational outcomes

• Heightened brand loyalty
• Increased stakeholder loyalty and engagement
• Projects and initiatives completed measurably faster and with better results
• A more productive, fulfilling and enjoyable workplace
• Costs significantly reduced: improved profitability
• Faster more sustainable growth
• Reduction in fraud
• Increased shareholder value