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Building an Environment of Trust

Building an Environment of Trust. Frank C. Bucaro, CSP, CPAE www.frankbucaro.com 800-784-4476. “Culture, more than rule books, determines how an organization behaves.” - Warren Buffet. “ Business is a partnership of people creating, in many ways,

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Building an Environment of Trust

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  1. Building an Environment of Trust Frank C. Bucaro, CSP, CPAE www.frankbucaro.com 800-784-4476

  2. “Culture, more than rule books, determines how an organization behaves.” -Warren Buffet

  3. “ Business is a partnership of people creating, in many ways, a better life for others as well as ourselves. If Aristotle Ran General Motors -Tom Morris

  4. The Environment of Organizations 1. Determines how people act, make decisions, and govern their affairs. 2. Directs the promises made to shareholders, customers, employees, partners, environment, and communities.

  5. Jack Lowe Jr. of TDIndustries, LTD “Our relationships with our customers, our suppliers and our internal relationships cannot adapt quickly enough to the demands of continuous change and continuous improvement unless we have a high trust culture.”

  6. Reputation then the Brand Brand = your name is synonymous with a certain idea. = it’s about an emotional connection with the customer.

  7. Reputation is Based on the Answers to These Questions: • What do you want to be known for? • Where are you in the process now? • What else do you need to learn/do? • How will you know when you get there?

  8. Challenges to Trust 1. It is hard work. 2. It cannot be attained through slick management skills, not manipulation, etc. 3. The building of trust is an essentially ethical activity.

  9. People get in trouble at work for four reasons • Abuse of power. • Abuse of knowledge. • Abuse of access. • Abuse of relationships.

  10. Customers Need: • Openness • CSR programs, i.e. high quality products/services, volunteer activities, environmental issues, etc. • Ethics surveys, to employees and customers • Access to the business’s hotline

  11. You Need to Ask: How Will This Help Them… 1. Feel like they belong 2. Feel significant 3. Develop a unique identity

  12. Social Significance Question How do I fit in here?

  13. Four “C”s of getting it right Conscience = intuition, moral code, “gut” Choice = pros and cons of choosing Culture = beliefs and practices Compliance = What does the law say

  14. Siemens CEO Peter Loescher “You have to have your personal values and then you build from there. Ethical people are guided by a moral compass. My father taught me that there is no conflict between success and ethics, indeed the only guarantee for a good life is to live as a good person.” USA Today – 2/15/2010

  15. Americans’ outlook for U.S. Morality remains bleak Gallup Poll on 5/1/2010 found: 76% of Americans say moral values in the U.S. are getting worse. 14% of Americans say moral values are getting better.

  16. Ten top reasons for the moral decline: Gallup poll- 5/17/2010 • Declining moral values • Disrespect of others • Parents not instilling values in their children • Dishonesty in government/business • Rising crime/violence

  17. Gallup poll- cont’ 6. Moving away from religion 7. Breakdown of the family 8. People not accountable for their behavior. 9. People don’t care. 10. TV content

  18. Cowboy Ethics 1. Live each day with courage. 2. Take pride in your work. 3. Always finish what you start. 4. Do what has to be done.

  19. Cowboy ethics-2 5. Be tough, but fair. 6. When you make a promise, keep it. 7. Ride for the Brand. 8. Talk less and say more.

  20. Cowboy Ethics -3 9. Remember that some things are not for sale. 10. Know where to draw the line.

  21. The Problem Values weProfess Disconnect Behavior we Demonstrate

  22. There are only four dilemmas for humanity • Truth vs. Loyalty • Individual vs. Community • Short Term vs. Long Term • Justice vs. Mercy Institute for Global Ethics

  23. Norman R. AugustineFormer CEO of Lockheed Martin Corporation “I can think of no commitment more important to a corporation or its survival than its commitment to ethics. That means not only conducting our business affairs within the letter of the law, but also in the spirit of the law.”

  24. Leaders Must: • Carry moral authority, because without it, leadership is bland. • Balance the demands of the market, owners, employees, customers and community at large. • View ethics as one of their top responsibilities and as an integral part of their stewardship and service to shareholders and customers.

  25. Challenges for Leaders 1. Become involved in the culture, i.e. managing the culture and assess if it is properly serving the long term goals. 2. Stop asking “CAN we do this” but rather “SHOULD we do this?”

  26. Challenges, cont’d 2 3. Focus on how your organization does business, not just what it does. “The high standards and values embedded in how you do business are more powerful differentiators to distinguish you in the marketplace.” “Corporate Culture: The Ultimate Driver of Business Performance” by Dov L. Seidman

  27. Challenges, cont’d 3 4. Reward ethical leadership, even when it hurts and punish unethical behavior whenever you see it. “If you lose dollars for the firm, I will be understanding; if you lose reputation, I will be ruthless.” -Warren Buffet

  28. Challenges, cont’d 4 5. Make your decision in the light of the broader ecosystem. Do the right thing, any time and all the time.

  29. Mahatma Gandhi’s Seven deadly “sins” • Wealth without Work • Pleasure without Conscience • Knowledge without Character • Business without Ethics • Science without Humanity • Religion without sacrifice • Politics without principles

  30. Business Should Focus on: PURPOSE: Why are we here? MISSION: What do we do to fulfill our purpose? VALUES: How do we work together to fulfill our mission and accomplish our purpose?

  31. Ethical Considerations • On what foundation do we base our ethical decisions? • People make decisions based on the values they hold dear. • Ethical principles are not concerned with how things do operate, but with how they should operate!

  32. Ethical Considerations(continued) • The most difficult decisions to make, are those in which there is a conflict between two or more principles of which you deeply believe in. • It is important that we determine in advance what our priorities are, realizing that a lot will depend on the situation.

  33. Two Questions to Ask • Is this in line with our company’s objectives? • Will the decision result in the right thing being done for the customer?

  34. Realities of Life • Life is tough. • You’re not in control. • You’re not that important. • You’re going to die. • Your life is not about you.

  35. GIFT Each Person Each Day

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