In his wonderful book The Five Dysfunctions of
a Team, author Pat Lencioni
posits that great team work begins (and ends) with trust. It is a lack
of trust that kills most teams for everything else is built on a foundation
I would add that most any relationship, whether in your business or
personal life, rests on that same foundation. So what do you do when
trust has been broken? Is it possible to rebuild trust after you have
broken it? The short answer is "yes" it is possible but it
takes a lot of personal courage and an unwavering commitment to right
the wrong that broke the trust. Here are five things you can do to help
- When you make a mistake, own it the minute you realize something
is not right. This is the first step in accepting personal accountability
for what is wrong. And this step is
internalit takes place in your
own mind and heart.
- Take responsibility for your mistake - You own
it in your mind, now own it outright with a verbal statement beginning
with the word "I." It
is hard to forgive an inanimate object like a corporation or a business.
But when a person in leadership steps up, owns the problem, and then
speaks to it, the chance for forgiveness down the line improves markedly.
you accept, publically, your own accountability, vow to make it right.
Whenever you can, be specific about what you intend to doand then do
it. And as you move forward make it your business to keep people informed
as to exactly what you are doing along the way in order to regain their
- Re-define expectations - Let people know exactly what they
can expect from you as you move forward and then keep them informed
of your progress. If past behavior is the best predictor of future
performance, you have an uphill battle on your hands and only defying
their expectations will prove your word was worth trusting.
people c all it integrity, others call it accountability, but at the
end of the day nothing replaces doing what you say you are going to
do. Keep your commitments. No waffling, no excusesget it done.
Lencioni speaks about the importance of vulnerability in building and
maintaining trust. These five things are based on your owning what went
wrong, and then, in a very transparent and vulnerable way, putting yourself
on the line to make right what went wrong. It is your willingness to
be vulnerable that opens the door to regaining trust.
Provided Courtesy of:
Maxwell & Associates
1012 Embassy Row Way • Seabrook Island, SC 29455-6005 • Voice 843-768-2227 • Fax 843-768-2170 • Rich@MaxwellCoaching.com