信任的速度：一个可以改变一切的力量.ppt

TheSpeedofTrust信任TheOneThingThatChangesEverything改變一切,Morning莫逆,Contents內容,TheOneThingThatChangesEverythingTheFirstWaveSelfTrustTheSecondWaveRelationshipTrustTheThird,Fourth,andFifthWavesStakeholderTrustInspiringTrustSuggestedActions,改變一切的一件事第一波:自我信任第二波:人己間信任第三、四、五波:關係人間的信任激發信任建議行動方案,TheOneThingThatChangesEverything改變一切的一件事,WhichistrustNothingisasfastasthespeedoftrustTrustincreasesspeedandreducescostStrategyxexecutionxtrust=resultsTrustisafunctionofbothcharacterandcompetenceTrustcanbecreated,destroyedandrestoredTrustcanbeeffectivelytaughtandlearned,anditcanbecomealeverageable,strategicadvantageNottrustingpeopleisagreaterriskEstablishingtrustwiththeoneestablishestrustwiththemany,就是信任凡事信任最急信任讓事情做得更快，成本更低策略x執行x信任=成果信任是特質和能力的函數信任可以建立,摧毀和重建信任可以有效地傳授,學習並且帶來槓桿效應的策略效益不相信人比相信人更危險和一個人建立信任關係，同時可以延伸到許多人,Youcandosomethingaboutthis!你能改變信任,“5WavesofTrust”TheFirstWave:SelfTrustTheSecondWave:RelationshipTrustTheThirdWave:OrganizationalTrustTheFourthWave:MarketTrustTheFifthWave:SocietalTrust,信任五波第一波:自我信任第二波:人己關係信任第三波:組織信任第四波:市場信任第五波:社會信任,Youcandosomethingaboutthis!你能改變信任,“5WavesofTrust”TheFirstWave:SelfTrustTheSecondWave:RelationshipTrustTheThirdWave:OrganizationalTrustTheFourthWave:MarketTrustTheFifthWave:SocietalTrust,信任五波第一波:自我信任第二波:人己關係信任第三波:組織信任第四波:市場信任第五波:社會信任,TheFirstWave:SelfTrust第一波:自我信任（一）,The4CoresofCredibility1.Integrity:areyoucongruent?MakeandkeepcommitmentstoyourselfStandforsomethingBeopen2.Intent:Whatsyouragenda?ExamineandrefineyourmotivesDeclareyourintentChooseabundance,信用的四核心1.正直:前後一致，表裡如一?承諾並信守堅持立場心胸開擴2.意向:到底要甚麼？檢討調整動機明示意向大家都豐收,TheFirstWave:SelfTrust第一波:自我信任(二）,The4CoresofCredibility3.Capabilities:Areyourelevant?Runwithyourstrengths(andwithyourpurpose)KeepyourselfrelevantKnowwhereyouregoing4.Results:WhatsyourtractrecordTakeresponsibilityforresultsExpecttowinFinishingstrong,信用的四核心3.能力:相關要項夠嗎？全力以赴（鎖定目標)不斷充實相關要項知所行止4.結果:你的記錄？對結果負責要有贏的期望收尾有力,Youcandosomethingaboutthis!你能改變信任,“5WavesofTrust”TheFirstWave:SelfTrustTheSecondWave:RelationshipTrustTheThirdWave:OrganizationalTrustTheFourthWave:MarketTrustTheFifthWave:SocietalTrust,信任五波第一波:自我信任第二波:人己關係信任第三波:組織信任第四波:市場信任第五波:社會信任,TheSecondWave:RelationshipTrust第二波:人己關係信任（一）,The13Behaviors1.TalkstraightBehonest.Tellthetruth.Letpeopleknowwhereyoustand.Usesimplelanguage.Callthingswhattheyare.Demonstratesintegrity.Dontmanipulatepeopleordistortfacts.Dontspinthetruth.Dontleavefalseimpression.2.DemonstraterespectGenuinelycareforothers.Showyoucare.Respectthedignityofeverypersonandeveryrole.Treateveryonewithrespect,expeciallythosewhocantdoanythingforyou.Showkindnessinthelittlethings.Dontfakecaring.Dontattempttobe“efficient”withpeople.,13項行為1.直言誠實。講真話。讓它人瞭解你的立場。用平實語言。確實陳述。展現正直。不操縱人或扭曲事實。不淹蓋真相。避免留下錯誤印象。2.展現遵重真心關心他人。展現你的愛心。遵重每個人的自尊和他們擔任的角色。敬重每一個人甚至對自己毫無幫助的人。小事上表現慈悲心。不做虛偽愛心。不要對人一昧講求效率。,TheSecondWave:RelationshipTrust第二波:人己關係信任（二）,The13Behaviors3.CreatetransparencyTellthetruthinawaypeoplecanverify.Getrealandgenuine.Beopenandauthentic.Erronthesideofdisclosure.Operateonthepremiseof“Whatyouseeiswhatyouget.”Donthavehiddenagenda.Donthideinformation.4.RightwrongsMakethingsrightwhenyourewrong.Apologizequickly.Makerestitutionwherepossible.Practice“servicerecoveries.”Demonstratepersonalhumility.Dontcoverthingsup.Dontletpridegetinthewayofdoingtherightthing.,13項行為3.透明交待足以令人求證的真相。發掘真相和純真。坦誠有根據。不隱瞞過錯。堅持你看到的就是你即將得到的。不要有隱藏意圖。不掩蓋資訊。4.導正錯誤知過必改。立即致歉。盡力補償。弭補缺失。謙虛。不演掩飾。不讓驕傲阻擋該做的事。,TheSecondWave:RelationshipTrust第二波:人己關係信任（三）,The13Behaviors5.ShowloyaltyGivecreditfreely.Acknowledgethecontributionsofothers.Speakaboutpeopleasiftheywerepresent.Representotherswhoarenttheretospeakforthemselves.Dontbad-mouthothersbehindtheirbacks.Dontdiscloseothersprivateinformation.6.DeliverresultsEstablishatrackrecordofresults.Gettherightthingsdone.Makethingshappen.Accomplishwhatyourehiredtodo.Beontimeandwithinbudget.Dontover-promiseandunder-deliver.Dontmakeexcusefornotdelivering.,13項行為5.展現忠誠慷慨定歸功他人。認同它人努力和貢獻。人前人後言行一致。代表不在場其他人為他們發言。不在他人背後攻訐。不洩漏他人私事。6.提出成果建構個人成果記錄。做正確的事。完成任務。達成受他人僱用或委託應完成使命。如期在預算內完成任務。不過份承諾，完成不足。不為沒做到找藉口。,TheSecondWave:RelationshipTrust第二波:人己關係信任（四）,The13Behaviors7.GetbetterContinuouslyimprove.Increaseyourcapabilities.Beaconstantlearner.Developfeedbacksystemsbothformalandinformal.Actonthefeedbackyoureceive.Thankpeopleforfeedback.Dontconsideryourselfabovefeedback.Dontassumetodaysknowledgeandskillswillbesufficientfortomorrowschallenges.8.ConfrontrealityAddressthetoughstuffdirectly.Acknowledgetheunsaid.Leadoutcourageouslyinconversation.Removethe“swordfromtheirhands.”Dontskirttherealissues.Dontburyyourheadinthesand.,13項行為7.更好持續改進。提升自我能力。不斷學習。建置正式和非正式回饋機制。回應回饋。感謝提供回饋的人。不要認為自己比回饋優越。不要自滿於今日所擁有知識和技能足以應付未來挑戰。8.面對現實不迴避艱難。瞭解弦外之音。談話溝通有充份勇氣。緩和箭拔弩張情勢。不要在核心重要議題外繞圈子。沒有埋首沙中，駝鳥心態。,TheSecondWave:RelationshipTrust第二波:人己關係信任（五）,The13Behaviors9.ClarifyexpectationsDiscloseandrevealexpectations.Discussthem.Validatethem.Renegotiatethemifneededandpossible.Dontviolateexpectations.Dontassumethatexpectationsareclearorshared.10.PracticeaccountabilityHoldyourselfaccountable.Holdothersaccountable.Takeresponsibilityforresults.Beclearonhowyoullcommunicatehowyouredoingandhowothersaredoing.Dontavoidorshirkresponsibility.Dontblameothersorpointfingerswhenthingsgowrong.,13項行為9.明確交代期望明白說明或交代期望。充分討論。坦誠有根據。不隱瞞過錯。堅持你看到的就是你即將得到的。不要有隱藏意圖。不掩蓋資訊。10.唯持個人可靠度對他人負責。幫助他人承擔責任。為成果負責。清楚交代自己和他人應做的事情。不逃避或推諉責任。不歸咎或責備他人。,TheSecondWave:RelationshipTrust第二波:人己關係信任（六）,The13Behaviors11.ListenfirstListenbeforeyouspeak.Understand.Diagnose.Listwithyourearsandyoureyesandheart.Findoutwhatthemostimportantbehaviorsaretothepeopleyoureworkingwith.Dontassumeyouknowwhatmattersmosttoothers.Dontpresumeyouhavealltheanswersorallthequestions.12.KeepcommitmentsSaywhatyouregoingtodo,thendowhatyousayyouregoingtodo.Makecommitmentscarefullyandkeepthem.Makekeepingcommitmentsthesymbolofyourhonor.Dontbreakconfidences.Dontattemptto“PR”yourwayoutofacommitmentyouvebroken.,13項行為11.先聽先聽再說。充分瞭解。診斷分析。用耳朵、眼睛用心聽。找出和你一同工作的人最重要行為。不要認為自己比別人知道得多。不要自認以為知道所有答案或所有問題。12.謹守承諾說你要做的事，做你說要做的事。謹慎許諾謹守承諾。守信是你的名譽。不要中止自信。沒兌現的承諾，不要以公關手腕掩飾。,TheSecondWave:RelationshipTrust第二波:人己關係信任（七）,The13Behaviors13.ExtendtrustDemonstrateapropensitytotrust.Extendtrustabundantlytothosewhohaveearnedyourtrust.Extendconditionallytothosewhoareearningyourtrust.Learnhowtoappropriatelyextendtrusttoothersbasedonthesituation,risk,andcredibility(characterandcompetence)ofthepeopleinvolved.Buthaveapropensitytotrust.Dontwithholdtrustbecausethereisriskinvolved.,13項行為13.延展信任展現信任的習性。對值得信任的人更加信任，對正在贏取你信任的人有條件給予信任。適時適人適情況適對像特質和能力給予信任。有信任人的習性。不要因風險而保留對人的信任。,Youcandosomethingaboutthis!你能改變信任,“5WavesofTrust”TheFirstWave:SelfTrustTheSecondWave:RelationshipTrustTheThirdWave:OrganizationalTrustTheFourthWave:MarketTrustTheFifthWave:SocietalTrust,信任五波第一波:自我信任第二波:人己關係信任第三波:組織信任第四波:市場信任第五波:社會信任,TheThirdWave:OrganizationalTrust-Alignment第三波:組織信任-和諧有序(一),The7Low-trustorganizationaltaxesRedundancyBureaucracyPoliticsDisengagementTurnoverChurnFraud,七個低信任組織現象冗員充斥官僚作風汎政治化鬆散無力員工流動動盪不安舞弊營私,TheThirdWave:OrganizationalTrust-Alignment第三波:組織信任-和諧有序(二),The7High-trustorganizationaldividendsIncreasedvalueAcceleratedgrowthEnhancedinnovationImprovedcollaborationStrongpartneringBetterexecutionHeightenedloyaltyFamiliesareorganizations,too,七個高信任組織現象不斷增值加速成掌強化創新增進合作堅強團結卓越執行高度忠誠家庭也是一種組織,Youcandosomethingaboutthis!你能改變信任,“5WavesofTrust”TheFirstWave:SelfTrustTheSecondWave:RelationshipTrustTheThirdWave:OrganizationalTrustTheFourthWave:MarketTrustTheFifthWave:SocietalTrust,信任五波第一波:自我信任第二波:人己關係信任第三波:組織信任第四波:市場信任第五波:社會信任,TheFourthWave:MarketTrust-Reputation第四波:市場信任-信譽,TalkstraightCreatetransparencyListenfirst,有話直說高度透明傾聽客戶,Youcandosomethingaboutthis!你能改變信任,“5WavesofTrust”TheFirstWave:SelfTrustTheSecondWave:RelationshipTrustTheThirdWave:OrganizationalTrustTheFourthWave:Mar