The SPEED of Trust: The One Thing that Changes Everything

Home > Other > The SPEED of Trust: The One Thing that Changes Everything > Page 43
The SPEED of Trust: The One Thing that Changes Everything Page 43

by Stephen M. R. Covey


  “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

 

‹ Prev