Trust is Key to Accomplishing Mission
Truth may not be the first casualty of war, but trust is certainly
the first casualty when problems arise in an organization. If an organization's
practices and policies cause problems for employees, trust quickly disintegrates.
A loss of trust may result in employees losing confidence that the organization
is a safe or supportive place to work. And with the loss of confidence
often goes a loss of commitment to the organization, which can result
in high employee turnover.
Employees can have difficulty identifying what contributes to building
trust in an organization, but they know it when they see it. Or more
accurately, they know when they don't feel it. Organizational research
has identified some ways in which trust is developed.
- Managers speak candidly and openly about organizational problems
and issues that could potentially impact employees. In one study,
a manager reported, "Even though I've had tough financial circumstances,
staff have been fully apprised of the facts, as well as my perception
of their risk or vulnerability. I think it always eases people's minds
when they know where they are. I think a big part of trust is that
they feel comfortable about their status or situation." Staff
verify this statement is accurate; they want to know what is happening
and how it affects them. Although sharing information carries a risk
of vulnerability, being completely open with employees has the potential
benefit of finding previously unthought-of solutions as more staff
can be engaged in the problem-solving processes.
- Managers get input from their employees on decisions and directions.
This approach, again, carries the risk of vulnerability, but it also
provides a chance for new ideas to be brought forward. After management
sets direction, staff in one study said the opportunity to set their
own course also builds trust. They feel they are trusted to find the
best answer or method.
- Employees establish relationships with other employees in their
unit or area. Research has found that employees who work together
on projects can develop an appreciation of each other's capabilities.
This appreciation helps form positive relationships and contributes
to building trust within work units.
- Leadership clarifies the organizational mission. This has the benefit
of clearly focusing a team or unit's work around what needs to be
done and can depersonalize issues. A clear organizational mission
that is understood by all can help team members coalesce around making
their contribution to the mission. Trust is developed by understanding
each other and what they each bring to accomplishing the mission.
- What managers say and do is closely scrutinized even when times
are good. When times are difficult, the scrutiny increases, and it
is easy for employees to read into statements those things that they
are most afraid to hear. Taking time to think through messages, having
open discussions, informing employees of issues and how they impact
the employees, asking for input, providing clear directions, trusting
employees to carry out their work, providing opportunities for employees
to work together and clarifying the organizational mission can all
contribute to supporting a trusting environment at work. The payoff
for the extra effort is increased trust, higher productivity and the
achievement of the mission.
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Authored by: Cassy Venters, Program Coordinator,
University of Missouri Extension Business Development Program
Source: Creating Quality Newsletter, Volume
12, Number 8, August 2003
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