Building Trust

Calba - Agile Scotland October 2020

Transcript

1. Building Trust – where do you start? Stephen McAinsh @agilescot Agile Scotland, Oct 2020
4. Development Training Cycle Venture Scotland Volunteer’s Handbook, 1991
5. The Five Dysfunctions of a Team Patrick Lencioni - “No quality or characteristic is more important than trust” Artificial harmony “we’re all fine” Not psychologically safe Not “bought in” Focus is not on delivering value More on status and politics Blame culture, no ownership
7. TRUST CREDIBILITY RELIABILITY SELF- ORIENTATION INTIMACY Words Presence Believable? Expertise Actions Consistency Dependable Do you meet expectations? Emotions Vulnerability Factual honesty Openness Feel comfortable Motives Empathy What is your agenda? Do you care about me? Do you understand my needs? Accuracy What you say What you do Emotional honesty Feel safe to take risks
8. T CREDIBILITY RELIABILITY SELF- ORIENTATION INTIMACY = + + The Trust Equation T = Trustworthiness Maister, Green, Galford
9. Example - large UK public sector digital organisation • Staff survey – management not “trusted” by teams • Rumours of outsourcing to private sector • Trust Equation awareness sessions • All teams and management completed Trust Equation surveys on each other • Quickly identified a view by teams that management had very high self-orientation – Largely caused by not sharing their rationale for key decisions – Left teams guessing and assuming – As a starting point, lead to management becoming more transparent
10. 5-Step Trust Building Process 1. Engage 2. Listen 3. Frame 4. Envision 5. Commit raising an issue or opportunity understand, empathise play it back, perspectives possibilities, what-if, shared vision plan-do-review
11. Try it out? • Share • Score • Use • Review • Repeat the TRUST equation with somebody (or not) the 5-step process for an issue/challenge the 5-step process until trust improves high, medium, low for each variable has trust improved? re-score each variable
12. Venture Scotland Volunteer’s Handbook LOW SELF-ORIENTATION
13. Stephen McAinsh stephen@calba.com @agilescot Thank you