Trust is the foundation of human and organization effectiveness.
We are all human. Things go wrong. Errors, misjudgments, mistakes (intentional and unintentional) can cripple the effectiveness of individuals and organizations. What does science say about how to restore the loss of trust when things go wrong?
How to restore Trust:
How to restore “Trust” when mistakes, accidents, or bad things happen? What do experience and the literature suggest? Leadership by knowledgeable leaders is key.
Proven Steps to Effectively Restore Trust: “Apologize.”
Sincerity shows up in voice tone, body language, and choice of words. Tell the truth and avoid excuses.
Note: Generally, women are more believable than men. This statement relies on recent surveys. (As with all artifacts of culture, this may change over time.)
Apologize, “ASAP.”
The more time spent stonewalling between the event and the apology reduces the positive impact of efforts to restore Trust.
Make the apology “Public.”
Public sharing is evident of efforts to restore Trust. Establishing Trust significantly increases the apology’s positive impact when combined with private expressions of regret.
Cleary state there was “no intent to harm anyone.”
Identify actions to be taken to “right the wrong.” Give doable specifics, timelines, and expected outcomes.
Why? Why is this idea important? Without Trust, all leadership vanishes. Being open, honest, and identifying how you will respond to an identified problem is critical. The leader needs to avoid getting caught up in a negative replicating spiral. Too often, by doing just the opposite of what is shared above ends up making a bad situation very bad.
Oh yes, avoid blame and resistance to being responsible. Examples: Honesty is the best policy.
Do the right thing for the right reasons.
Consequences: I repeat, without Trust, the synergistic nature and leverage potential of leadership is lost.
Here is the main thing I want to say! If you can’t be a saint, then the next best thing is to be a confessed sinner.
There are proven strategies leaders can use to manage unfortunate, even sad events best. Be aware and apply knowledge or suffer the consequences. Entropy is a consequence.
Media I recommend for your library:
Book: Extreme Ownership by Jocko Willink and Leif Babin
Book: Mea Culpa by Nicholas Tavuchis
Book: My Bad by Arleen Sorkin and Paul Slansky
Book: Principle-Centered Leadership by Stephen Covey
Book: Speed of Trust by Stephen Covey
Video: Interview with M.R. Covey: Speed of Trust
