Blanchard Kenneth H. - Trust works!: four keys to building lasting relationships

Not only is Trust Works! fun to read, but it also provides invaluable tools for building greater trustor repairing trust thats been broken. Required reading for individuals and organizations alike.

Ken Druck, PhD, author of The Real Rules of Life and The Secrets Men Keep and the original executive coach

Trust Works! addresses what is often a fuzzy concepttrustin a clear and logical manner. Timely and engaging, this book is sorely needed.

Richard Whiteley, author of The Corporate Shaman and The Customer Driven Company

I enjoyed every thought expressed in Trust Works! Ken, Cindy, and Martha have hit a home run in the game of life with this magnificent offering.

Colleen Barrett, coauthor of Lead with LUV and president emeritus of Southwest Airlines

Building high-trust relationships is the foundation of effective leadership. With typical Blanchard brilliance, Trust Works! demystifies the complex concept of trust and identifies the core behaviors necessary to build and restore it.

Jim Irvine, manager of talent management and organizational learning at Nissan North America and coauthor of Your Resume Sucks!

In life and particularly in management, trust is critical. Simple, clear, and focused, Trust Works! is full of practical ideas that can immediately be applied to boost morale and productivity. A must-read for every manager.

Lisa Doyle, vice president of learning and development, Lowes Companies, Inc.

Ken and his coauthors lead us on a skillful journey of understanding how, whom, and why we learn to trust. Trust Works! is an essential teaching for anyone seeking to deepen their best work in the good soil of sustainable, trustworthy, road-tested wisdom.

Rev. Wayne Muller, founder of the Institute of the Southwest and bestselling author of Sabbath and A Life of Being, Having, and Doing Enough

GREAT LEADERS GROW (with Mark Miller), 2012

LEAD WITH LUV (with Colleen Barrett), 2011

WHO KILLED CHANGE? (with John Britt, Judd Hoekstra, and Pat Zigarmi), 2009

HELPING PEOPLE WIN AT WORK (with Garry Ridge), 2009

THE ONE MINUTE ENTREPRENEUR (with Don Hutson and Ethan Willis), 2008

THE 4TH SECRET OF THE ONE MINUTE MANAGER (with Margret McBride), 2008

LEAD LIKE JESUS (with Phil Hodges), 2007

LEADING AT A HIGHER LEVEL (with the Founding Associates and Consulting Partners of The Ken Blanchard Companies), 2007

KNOW CAN DO (with Paul Meyer and Dick Ruhe), 2007

THE ON-TIME, ON-TARGET MANAGER (with Steve Gottry), 2004

SELF LEADERSHIP AND THE ONE MINUTE MANAGER (with Susan Fowler and Laurence Hawkins), 2005

ONE SOLITARY LIFE, 2005

THE SECRET (with Mark Miller), 2004

CUSTOMER MANIA! (with David Novak and Jim Ballard), 2004

THE LEADERSHIP PILL (with Mark Muchnick), 2003

FULL STEAM AHEAD! (with Jesse Stoner), 2003

THE SERVANT LEADER (with Phil Hodges), 2003

ZAP THE GAPS! (with Dana Robinson and Jim Robinson), 2002

WHALE DONE! (with Thad Lacinak, Chuck Tompkins, and Jim Ballard), 2002

THE GENEROSITY FACTOR (with Truett Cathy), 2002

HIGH FIVE! (with Sheldon Bowles, Donald Carew, and Eunice Parisi-Carew), 2001

MANAGEMENT OF ORGANIZATIONAL BEHAVIOR (with Paul Hersey), 8th edition, 2000

BIG BUCKS! (with Sheldon Bowles), 2000

THE ONE MINUTE MANAGER BALANCES WORK AND LIFE (with Dee Edington and Marjorie Blanchard), 1999

THE ONE MINUTE GOLFER, 1999

THE 3 KEYS TO EMPOWERMENT (with John Carlos and Alan Randolph), 1999

LEADERSHIP BY THE BOOK (with Bill Hybels and Phil Hodges), 1999

THE HEART OF A LEADER, 1999

GUNG HO! (with Sheldon Bowles), 1998

MISSION POSSIBLE (with Terry Waghorn), 1996

EMPOWERMENT TAKES MORE THAN A MINUTE (with John Carlos and Alan Randolph), 1996

EVERYONES A COACH (with Don Shula), 1995

RAVING FANS (with Sheldon Bowles), 1993

THE ONE MINUTE MANAGER BUILDS HIGH PERFORMING TEAMS (with Don Carew and Eunice Parisi-Carew), 1990

THE ONE MINUTE MANAGER MEETS THE MONKEY (with William Oncken, Jr., and Hal Burrows), 1989

THE POWER OF ETHICAL MANAGEMENT (with Norman Vincent Peale), 1988

THE ONE MINUTE MANAGER GETS FIT (with D. W. Edington and Marjorie Blanchard), 1986

LEADERSHIP AND THE ONE MINUTE MANAGER (with Patricia Zigarmi and Drea Zigarmi), 1985

PUTTING THE ONE MINUTE MANAGER TO WORK (with Robert Lorber), 1984

THE ONE MINUTE MANAGER (with Spencer Johnson), 1982

TRUST WORKS ! Copyright 2013 by Polvera Publishing and Cynthia Olmstead. All rights reserved under International and Pan-American Copyright Conventions. By payment of the required fees, you have been granted the nonexclusive, nontransferable right to access and read the text of this e-book on-screen. No part of this text may be reproduced, transmitted, downloaded, decompiled, reverse-engineered, or stored in or introduced into any information storage and retrieval system, in any form or by any means, whether electronic or mechanical, now known or hereinafter invented, without the express written permission of HarperCollins e-books.

FIRST EDITION

ISBN 978-0-06-220598-8

EPub Edition MAY 2013 ISBN: 9780062205995

13 14 15 16 17 DIX / RRD 10 9 8 7 6 5 4 3 2 1

by Cynthia Olmstead

Creator of TrustWorks!

As an organizational change consultant, I help business leaders identify where they are heading, work with them to build a strategic plan, and bring the rest of the organization into alignment so that everyone is pulling together to accomplish shared goals. Some organizations find this an arduous process fraught with setbacks and sometimes even failure. Other organizations are able to implement the changes quickly and move the process along smoothly.

A few years ago I began to wonder: Why were some companies successful in implementing change while others were not? Was it the leadership? If so, what was the key factor that allowed some leaders to get people to work together to bring about the desired changes, while others failed?

Somewhere flying over Kansas on one of my many trips from the West Coast to the East, a lightbulb came on: this key factor was trust . But what is trust? How do we describe it? Does trust mean the same thing to you as it does to me? If not, how can we talk about it?

To begin answering those questions, I started asking people in my sessions what symbol they would use to represent trust. People came up with an assortment of answers: a heart, a newborn baby, a handshake, a wedding ring, a cross, the American flag. The reactions to these symbols varied wildly. Some said, I just went through a divorce, so wedding rings dont mean trust to me. Or The flag isnt seen as a trust symbol to people in some parts of the world.

It became evident to me that trust means different things to different people based on their experiences. This begged the question: How could we ever talk about and resolve trust issues if we were seeing them only through our own lenses? Clearly, we needed a common framework, a model that created a mutual language for trust.

I began an intensive search for that, and along the way I found some interesting academic research with sophisticated models. But they were too complicated to use at all levels of an organization, from the C suite to the front line. After six years of researchincluding market analysis and focus groups with CEOs, managers, and associatesI became convinced that trust was something that grew when certain behaviors were present. But which behaviors?

Working from the premise that trust is based on behaviors, I set up flip charts in my office so that during discussions with clients, colleagues, and friends I could document behaviors they thought would either build or erode trust. As the lists grew long, I realized that the behaviors fell into four main groups: Able (demonstrate competence), Believable (act with integrity), Connected (care about others), and Dependable (maintain credibility). Thus the ABCD Trust Model was born!