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Dale Carnegie Training. ®. Build Trust, Credibility, and Respect. ISO-405-PD-EV-1204-V1.0. Build Trust, Credibility, and Respect. Learning Objectives. Understand the relationship between trust, credibility, and respect Minimize trust-busters and restore broken trust

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Dale Carnegie Training


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    1. Dale Carnegie Training ® Build Trust, Credibility, and Respect ISO-405-PD-EV-1204-V1.0

    2. Build Trust, Credibility, and Respect Learning Objectives • Understand the relationship between trust, credibility, and respect • Minimize trust-busters and restore broken trust • Apply principles to cultivate a trust-based work environment

    3. What Is Trust? Trust: A firm belief that a person or thing can be relied upon

    4. Defining Trust Suspicious and Paranoid Naïve and Gullible Healthy Trust Responsible Excessive Distrust Excessive Trust

    5. Benefits of a Trust-Based Work Environment • Greater job satisfaction • More commitment • Improved productivity • Less stress • Creativity flows • Better customer service • Greater employee retention • Satisfied and loyal customers

    6. The TCR Connection

    7. Trust-Busters

    8. Six Warning Signs of Distrust Low morale and motivation Absenteeism and turnover Guarded communication and/or active rumor mill

    9. Six Warning Signs of Distrust Undercurrent of fear and worry Cynical and suspicious behavior Defensive or aggressive behavior or communication

    10. Restoring Trust 7 1 Trust restored Event 6 2 Disappointment, fear, anger Positive outcome Restoring Trust 5 Second chance 3 Disengagement 4 Discuss

    11. Five Steps to Restore Broken Trust • Put your ego aside • Take responsibility • Meet and discuss • Assess needs • Let your actions speak for you

    12. The TCR Equation

    13. When Incongruent Impact of Message Verbal 7% Visual 55% 38% Vocal Dr. Albert Mehrabian, UCLA Professor10-year study of nonverbal communication

    14. Principles for Building Trust, Credibility, and Respect

    15. Commitment to Build Trust, Credibility, and Respect

    16. Dale Carnegie Training ® Build Trust, Credibility, and Respect ISO-405-PD-EV-1204-V1.0