The SPEED of Trust: The One Thing that Changes Everything
Page 43
“Only a small proportion”: Carol Hymowitz, “Asked to Be Charitable, More CEOs Seek to Aid Their Business as Well,” Wall Street Journal, February 22, 2005, p. B1.
Shelley Lazarus quote: Ibid.
Indra Nooyi quote: Indra Nooyi, “The CEO of the Future,” speech to the Economic Club of Washington, May 12, 2009.
EXTENDING “SMART TRUST”
Stephen Carter has observed: Stephen L. Carter, Civility: Manners, Morals, and the Etiquette of Democracy (New York: HarperCollins Publishers, 1998), p. 62.
Doug Conant quote: Doug Conant, interview with author, April 21, 2006.
RESTORING TRUST WHEN IT HAS BEEN LOST
“The truth is”: Stever Robbins, “Truth and Trust: They Go Together,” Harvard Business School Working Knowledge, April 25, 2005.
Watson Wyatt study: Watson Wyatt, WorkUSA 2002 and Work USA 2004/2005.
Republic of Ireland: Eoin Burke-Kennedy, “US Investment in Ireland Totals $310bn, Report Finds,” TheIrishTimes.com, March 3, 2016.
drawing nearly 20 percent: David Heenan, Flight Capital: The Alarming Exodus of America’s Best and Brightest (Palo Alto, CA: Davies-Black Publishing, 2005), pp. 25–56.
Prime Minister Bertie Ahern: Richard Rapaport, “When Irish IT Is Smiling,” Forbes.com, May 31, 1999.
“Good friends of ours”: Kristen Anderson and Ron Zemke, Tales of Knock Your Socks Off Service: Inspiring Stories of Outstanding Customer Service (New York: AMACOM, 1998), pp. 27–28.
Chairman Phil Knight: Nike Report Review Committee, Corporate Responsibility Report, nikebiz.com, 2004, p. 2.
listed as #29: “100 Best Corporate Citizens 2017,” Corporate Responsibility Magazine.
Following 27 years: Nelson Mandela, Long Walk to Freedom: The Autobiography of Nelson Mandela (Boston: Back Bay Books, 1995).
A PROPENSITY TO TRUST
Jim Burke quote: “Management Review,” American Management Association, October 1, 1996, Vol. 85, No. 10.
“100 Best Companies”: Robert Levering and Milton Moskowitz, The 100 Best Companies to Work for in America (Reading, MA: Addison-Wesley, 1983).
“Give this boy a store”: Sam Walton with John Huey, Made in America: My Story (New York: Doubleday, 1992) p. 142.
Great Place to Work Institute quote: Great Place to Work Institute, greatplacetowork.com.
H. A. Guerber relates: H. A. Guerber, The Story of the Greeks (New York: American Book Company, 1896), pp. 240–41.
INDEX
A note about the index: The pages referenced in this index refer to the page numbers in the print edition. Clicking on a page number will take you to the ebook location that corresponds to the beginning of that page in the print edition. For a comprehensive list of locations of any word or phrase, use your reading system’s search function.
abundance, 91–93
Aburdene, Patricia, 16, 74, 291
accountability:
accountability for results, 122–25
enlisting others and, 146–47
holding others accountable, 209–11
holding yourself accountable, 206–9
13 behaviors and, 206–11
trust tips and, 211–13
Accountable Organization, The (Marchica), 171
Aceto, Peter, 114
action plan, 13 behaviors and, 239–40
Adams, John, 37–39
Agassiz, Louis, 102–3
agenda, 75, 82–85
see also intent
Ahern, Bertie, 319
Ahmadinejad, Mahmoud, 79
Air France, 158
airline industry, 13–15, 19, 116, 157–58
Alcoholics Anonymous (AA), 66
Alibaba, 343
alignment, 34–35, 242–43, 295
Alito, Samuel, 175
amateur sports, 120, 126, 183–84, 230–31
Amazon, 104, 187, 264, 278–79
amend making, 163–70
American Airlines, 157
American Express, 70, 96, 109
Andersen, Hans Christian, 143–44
Anderson, Kristen, 319
Apple Computer, 100, 117, 264, 276
Arpey, Gerard, 157–58
Association of Certified Fraud Examiners, 262
AT&T, 259
attitudes, 97–100
Augustine, Norm, 215
Avis, 171
Bachelder, Cheryl, 31, 192–93
Bad Childhood—Good Life (Schlessinger), 93
Balanced Scorecard, The (Norton), 119
banking industry, 114, 148
Barnes, Brenda, 150
Barnes & Noble, 218
Barrett, Colleen, 171–72, 261
Barrie, J. M., 86
Barron, Gary, 15–16, 19
Bauer, Chris, 63
Beaudreault, Pete, 180
Beecher, Henry Ward, 284
Begin, Menachem, 73
behavior:
behavior shifts, 39–40, 134, 257
building trust and, 135–37, 150–52; see also competence
caring about others and, 84–85
changed behavior and, 133–34
congruence and, 131–32
counterfeit behaviors, 143, 239–40, 254–55
demonstrative behavior and, 132–33
moments of trust and, 139, 334–35
observable behavior and, 86–87
Benioff, Marc, 27
Bennis, Warren, 189, 230, 332
Berkshire Hathaway:
McLane Distribution and, 15, 19, 24, 230–31, 310
MidAmerican Energy and, 120–21
“Most Admired Companies” list, 276
as one of largest companies in world, 234
see also Buffett, Warren
BestBuy, 332
Better Business Bureau (BBB), 31
Bezos, Jeff, 264, 279
Blanchard, James, 148
Blanco, Kathleen, 208
blind spots, 68, 147
blind trust, 36, 231, 234
Blockbuster Video, 107
Body Shop, 153
Bonaparte, Napoleon, 222
Bono (singer), 286
brand building, 271–75, 278–81
Brandeis, Louis, 158
Branson, Richard, 150, 233, 248
Brennan, John, 264
British Airways, 181
Broeders, Henk, 249
Brown, Michael, 208
Bryk, Tony, 21
Buffett, Warren:
communication and, 142
continuous improvement and, 185
high-trust relationships and, 15, 19, 234
hiring people and, 31, 61
learning from mistakes and, 120–21
money and, 342
philanthropy and, 92, 286
reputation and, 46, 136, 138, 274–75, 278, 311
see also Berkshire Hathaway
Built to Last (Collins), 31
bureaucracy, 258–59
Burke, Jim, 6, 41, 268, 330
Burns, Ursula, 211
Bush, George W., 166–67
business partnerships, 36–37
Business Week, 106–7, 157
Campbell Soup Co., 90, 313
Camp David Accords, 73
Camus, Albert, 63
Canada, 166
“Can Your Child Trust You?” article, 50
capabilities:
attitudes and, 97, 99–100
continuous improvement of, 105–10
as core of credibility, 57, 58, 59
credibility and, 95–96
knowledge and, 97, 102–3
leadership style and, 97, 103–5
market trust and, 279
organizational trust and, 252–53
relevance and, 94, 109
self-assessment of, 96, 111
sense of purpose and, 107–8
skills and, 97, 100–101
talents and, 97–98
trust abilities and, 97, 110–11
vision and, 109–10
&nb
sp; Carpenter, Candice, 104
Carter, Jimmy, 73
Carter, Stephen, 302
Carty, Donald, 157
Case, John, 194
Catmull, Ed, 195
Cawley, Charles M., 216
Chapman, Gary, 218
character, 29–32, 57, 137, 238, 262, 323, 327
Charan, Ram, 31, 281
Chasing Daylight (O’Kelly), 99
Chenault, Ken, 70
Chesteron, G. K., 15
Chicken Soup for the Soul (Canfield), 185
Chrysler, 123
Churchill, Winston, 67, 125
CNN, 79, 209
Coby, Paul, 181
Coca-Cola, 282
collaboration, 338–39
Collins, Jim:
Built to Last book, 31
confronting reality and, 196
“curse of competence” and, 101
Good to Great book, 31, 65, 105, 192
“window and mirror” metaphor, 172, 207
Columbia Business School, 18, 247
commitments, 47, 68–70, 126–27, 221–28
communication:
badmouthing and, 174–75
direct communication and, 176
face-to-face communication and, 218
honesty and, 141–42
of intent, 90, 145
love languages and, 218
in organizations, 143–44; see also feedback
in personal relationships, 145
of results, 121–22
suggestions for improving, 146
tactfulness and, 144
company culture, 215, 219, 225–26, 339–42
competence, 29–32, 57, 101, 137, 238, 323, 327
computer industry, 152, 189
Conant, Doug, 90, 313
Confucius, 163, 283
congruence, 56, 61, 64–65, 131–32
see also integrity
Conscious Money (Aburdene), 16, 74
construction industry, 83
continuous improvement, see improvement
contribution, 35, 99, 286–90, 295
Cook, Tim, 264
Cooper, Cynthia, 66
Cooper, Robert K., 15
corporate corruption, 4, 67, 288, 318
corporate social responsibility, see societal trust
courage, 66–68, 165–69
Covey, Arden (daughter), 144
Covey, Britain (son), 303
Covey, Christian (son), 180, 303
Covey, Jeri (wife):
accountability and, 210–11
commitment and, 126
congruence and, 131–32
expectations and, 198–99
feedback and, 187
loyalty and, 174
restoring trust and, 316
results and, 180
Covey, McKinlee (daughter), 198–99, 226
Covey, Sandra (mother), 75–77
Covey, Stephen (son), 126, 131–32, 210–11, 303, 311, 316
Covey, Stephen Mack (great grandfather), 68–69
Covey, Stephen R. (father), 8, 27, 75–77, 131, 175
Covey Leadership Center, 112, 136, 179, 217, 293, 321
see also FranklinCovey
Crane, Frank, 307
Crane, George, 134
credibility:
of capable people, 95–96
cores of, 56–60, 59
of expert witnesses, 45–46, 79, 94, 113
self-trust and, 47–51
self-trust questionnaire, 51–56
Waves of Trust model and, 33, 43–44
Cuban, Mark, 185
cultural differences, 149, 152
Dalai Lama, 81, 153
decision making, 32, 107, 124, 140–41
Dell, Inc., 141, 152
Delta Air Lines, 187
Denmark, 288–89
DePree, Max, 191
de Retz, Cardinal, 48
Desai, Mahadev, 65
DirecTV, 194
Disney, Roy, 72
Disraeli, Benjamin, 206
Dolan, Paul, 291
Domino’s Pizza, 280
Doyle, Patrick, 280
Drucker, Peter, 49, 102, 107, 216
Dunlap, Al, 105
Dunn, Debra, 288
Durkheim, Émile, 262, 333
Dyer, Wayne, 91
eBay, 288, 335
Eckert, Robert, 273
economics, 13–17, 342–43
Edison, Thomas, 188
Egypt, 73, 133
Einstein, Albert, 49, 188, 284
Emerson, Ralph Waldo, 14, 48, 229
employee handbooks, 250–51
Enron, 35, 288, 318
ethics, 30, 32, 49, 62–63, 168, 223, 288
Evans, Nancy, 104
Excellence (Gardner), 97, 103, 184
Executive EQ (Sawaf), 15
expectations, 125–26, 181, 198–205
expert witness metaphor, 45–46, 79, 94, 113
Facebook, 196
family relationships:
finances and, 160–61, 195
inspiring trust and, 332–33
keeping commitments and, 226–27
private conversations and, 175
respect and, 152–53
taking responsibility and, 124–25
trust building in, 50, 100
values and, 32, 268–70
Fast Company, 104, 264
Federal Emergency Management Agency (FEMA), 208
Federal Express (FedEx), 116
feedback, 94, 106, 127–28, 141, 179, 187–88
Financial Times, 283, 306
Five Love Languages, The (Chapman), 218
Fombrun, Charles, 158
food industry, 104, 165–66
Forbes, 265, 291
Ford, Henry, 214
Ford Motor Co., 157
Fortune:
“100 Best Companies” list, 21, 117, 150, 261, 263, 278, 330
“Most Admired Companies” list, 85, 107, 275–76
Forward, Gordon, 233
4 cores of credibility:
capabilities, 57, 58, 59, 94–111
integrity, 56, 58, 59, 61–74
intent, 56–57, 58, 59, 75–93
results, 57, 58, 59, 112–39
FranklinCovey, 6–10, 18, 87, 110, 194, 225
Franks, Tommy, 49
fraud, 261–62
Frey, James, 166
Friedman, Thomas, 21, 285
Fukuyama, Francis, 11, 19
Fuller, Buckminster, 286
Fung, Victor K., 57
Galvin, Christopher, 110
Galvin, Robert, Jr., 235
Gandhi, Mahatma, 8, 64–65, 293, 327
Gandy, Dottie, 173
Gardner, John, 97, 103, 184
Garrett, Mike, 217
Gates, Bill, 92, 107, 185, 286
Gates, Melinda, 92, 286
General Electric (GE), 5, 114
Georgia Power, 217
Gillette, 230
Glasnow, Arnold, 207
global citizenship, 291–95
global economy:
brand reputation and, 277
continuous improvement and, 96, 105–7
increasing knowledge as vital in, 102, 338
transparency as critical in, 159
trust as essential in, 222, 268, 336
Goden, Seth, 273
Goizueta, Roberto, 282
Goldman Sachs, 276
Golub, Harvey, 109
Good to Great (Collins), 31, 65, 105, 192
Google, 116, 276
Gorbachev, Mikhail, 73
government regulations, 14, 63, 259
Grant, Adam, 57, 82
Great Place to Work Institute, 21, 150, 261, 332
Greenberg, Jack M., 217
Greenspan, Alan, 63, 262, 290
Gretzky, Wayne, 182
Guerber, H. A., 334
Hamel, Gary, 259
Hanks, Marion D., 102–3
Hard Rock Café, 180
Harvard Business Review, 216
Harvard Business School, 50–51, 126, 267
Hastings, Reed, 106
Herbert, Frank, 185
Hewlett, Bill, 250
Hewlett-Packard, 250
high-trust organizations, 262–68
high-trust relationships:
Buffett and, 15, 19
NYC coffee vendor and, 16, 19, 69, 263
Southwest Airlines and, 15–16, 19
Hock, Dee, 188
Honda, Soichiro, 188
Honda Motor Co., 188
honesty, 141–42
hotel industry, 69
Huffington, Arianna, 185
Hugo, Victor, 334
humility, 65–66, 165–69
Humphries, Anna, 230–31, 308–10
Huntsman, Jon, Sr., 71–72, 91, 168
Iacocca, Lee, 123
IBM, 152, 189
illustrations:
Cores of Credibility, 59
Credibility Perceptions, 130
See/Speak/Behave, 40
Smart Trust, 137, 301
Smart Trust Matrix, 304
Waves of Trust, 33, 297
improvement:
building trust and, 184–85
capabilities and, 105–10
communication and, 146
feedback and, 187–88
intent and, 87–93
mistakes and, 188–89
results and, 122–27
trust tips and, 189–90
India, 65
innovation, 264–65
insurance industry, 46, 274–75
integrity:
Buffett on, 61
commitments and, 68–70
congruence and, 64–65
as core of credibility, 56, 58, 59
courage and, 66–68
definition of, 64–68
ethics renaissance and, 62–63
in family relationships, 169
how to increase, 68–74
humility and, 65–66
market trust and, 279
openness and, 72–74
organizational trust and, 252–53
self-assessment of, 73
values and, 70–72
intent:
agenda and, 75, 82–84
behavior and, 84–85, 90
as core of credibility, 56–57, 58, 59
declaration of, 90, 145
definition of, 80–85
execution of, 86–87, 266–67
in family relationships, 169
impact of, 78–80
importance of, 77–78
market trust and, 279
mind-set and, 91–93
motive and, 80–82, 87–90
organizational trust and, 252–53
perception of, 75–77
self-assessment of, 88
trustee standard and, 85–86
investment firms, 221–22
Iran, 79
Ireland, 318–19
Israel, 73, 133
James, LeBron, 100–101