Robert Galford and Anne Seibold Drapeau wrote this piece — The Enemies of Trust — for the APPA recently.
While I enjoyed the article and highly recommend it, I found it made something simple into something more complicated, at least for me.
The lesson I learned during a CDC management-training seminar many (many!) years ago has held me in good stead.
Quote:
Trust is built on making promises you can keep, and then keeping your promises
The tricky bit that often gets overlooked is to focus hard on the first half of that little bromide. We get in trouble when we too-easily enter into promises. Then, when we don't keep them, people stop trusting us.
Takes a long time to build trust, and it can be gone in an instant. Pay attention to those promises-made…