In today’s Thursday Thursday episode we wrap up the two part session about trust. Developing trust with both your employees and customers starts with you and your credibility. It is a function of your integrity, your intent, your capabilities, and the results you deliver. We also discuss 13 actionable items you can address to help develop good trust behaviors. Check out the website for more content


In yesterday’s episode we covered the first 2 cores of credibility – integrity and intent. Today we cover the next 2 which are capabilities and results. No matter what your integrity or intent if you do not have the capabilities to complete the job or deliver the expected results it is going to be hard to grow and maintain your business. The mechanic discussed in yesterday’s episode may be the honest man Dan has ever met, but if he doesn’t know how to change the rotors on his car then he cannot trust him to complete the work.

In terms of results, while it is important to deliver the expected results, how you got there also counts. People don’t want to work with or for someone who is known to cut corners or cheat. People not only judge your results, they also judge how you achieved them. Getting a perfect score on a test is not impressive if you cheated and stole the answers first. People want to know you are honest and doing things the right way. All 4 cores of credibility is vital to both your personal and company credibility.

The research Dan did pointed to 13 high trust behaviors that you can reflect on and work on where necessary. Some are likely strengths for you, others you may need to work on and improve. The 13 Trust Behaviors are:

1. Talk Straight. Are you honest? Do you tell the truth?

2. Demonstrate respect. Do you genuinely care about the people around you?

3. Create transparency. Do you tell the truth in a way people can verify for themselves?

4. Right wrongs. Do you apologize quickly? Do you make restitution where possible?

5. Show loyalty. Do you give credit to others? Do you badmouth people behind their backs?

6. Deliver results. Do you get the right things done?

7. Get better. Are you a constant learner?

8. Confront reality. Do you address the tough stuff directly?

9. Clarify expectations. Do you write them down? Do you discuss them?

10. Practice accountability. Do you take responsibility for results, good and bad?

11. Listen first. Do you assume that you know what others think and feel without listening?

12. Keep commitments. Do you attempt to spin your way out of a commitment you have broken?

13. Extend trust. Do you trust others based on the situation, the risk, and credibility of the other people – but err on the side of trust?

Research performed and presented by Franklin Covey. For more information visit their website:

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