A series on management basics and more

Truth and trust


The two management basics of truth and trust are absolutely critical if you are serious about being a manager, leader or an everyday person. Speaking the truth is a self-discipline regarding words we choose to speak. Trust is a keystone to establishing meaningful, effective and enjoyable relationships. Telling the truth and being trustworthy open doors and create stability, sustainability and success. Both truth and trust are guards at our heart and soul that are able to give us the stamp of authenticity and integrity. Every day and every hour, they test and challenge who we are.

Here is some food for thought and tidbits for pondering. Some are words you have heard before, yet worth a second or third thought.

"Moments of truth" is a phrase that I first heard from the book by the same title by Jan Carlzon, who was then chief executive officer of SAS Airways. It is a customer service concept that states that any word, image or reference to a company will give a glimpse about the nature, culture or truth about that organization. Any small or large impression that we get from an employee on the phone or in person; any feel we get from driving by, walking into the business, using the bathroom; how we are treated or how they advertise - all are moments of truth. The concept emphasizes that anything and everything we do at work or wherever we are will create awareness of the truth about who we are as a person or as an organization. That's very powerful.

Truth is in accordance with what we think, say and do. (Is that a true statement or not?) As I am aging, the truth about truth becomes more ambiguous. Still, there is a big difference between speaking the truth or telling a lie. Any of our current news broadcasts can give examples of that.

Another favorite book of mine is "The Managerial Moment of Truth" by Bruce Bodaken and Robert Fritz. The power point of that book for me is regarding how a person can change. We can change when we truthfully examine how we think and how we make decisions. There is a moment of truth in making a decision to change. I'll stop there and let you ponder.

There is trust resulting from competence, confidence and consistency. Trust is a complex concept and can easily be ambiguous, like truth. A simple way to understand trust, especially in business contexts, is this: First, trust starts with being competent in any area of knowledge or skill. Second, competence can result in confidence - or not. Third, if a person is competent and confident, we still may not trust them (or ourselves) until there is consistency. Then, typically, there is a basis of trust.

Regarding trust, there are many other personal or professional dynamics to be considered.

Take time within the next couple of days to share your thoughts and questions about truth and trust with a friend, spouse or co-worker. Enjoy!

Linnartz - of Empowerment Experts - is a consultant, coach and facilitator of individuals, teams, families and organizations. Comments, questions and suggested topics are welcome. Call (575) 770-4712 or email bernie356@me.com.