This is a summary of 13 behaviors that build trust from the book Speed of Trust by Stephen R. Covey.
Behavior #1 Talk Straight
Be honest and tell the truth. Let people know where you stand. Use simple language. Don’t manipulate people or distort facts. Don’t spin the truth. Don’t leave false impressions.
Behavior #2 Demonstrate Respect
Genuinely care for others. Show you care. Respect the dignity of every person and every role. Show kindness and little things.
Behavior #3 Create Transparency
Tell the truth in a way people can verify. Declare your intent. Get real and be genuine.
Behavior #4 Right Wrongs
Make things right when you are wrong. Apologize quickly. Make restitution where possible.
Behavior #5 Show Loyalty
Give credit to others. Speak about people as if they were present. Represent others who are there to speak for themselves.
Behavior #6 Deliver Results
Establish a track record of results. Get the right things done. Make things happen. Accomplish what you’re hired to do. Be on time and within budget.
Behavior #7 Get Better
Continuously improve. Increase your capabilities. Be a constant learner. Develop feedback systems, both formal and informal. Act on the feedback you receive. Thank people for feedback. Don’t consider yourself above feedback.
Behavior #8 Confront Reality
Take issues head on. Address the rough stuff directly. Acknowledge the unsaid. Confront issues before they turn into major problems. Confront the reality, not the person. Lead out courageously in conversation. Don’t skirt the real issues.
Behavior #9 Clarify Expectations
Disclose and reveal expectations. Discuss them. Validate them.
Behavior #10 Practice Accountability
Hold yourself accountable first; hold others accountable second. Take responsibility for results, good or bad.
Behavior #11 Listen First
Listen before you speak. Understand. Listen with your ears, your eyes and your heart.
Behavior #12 Keep Commitments
Say what you were going to do, and then do it.
Behavior #13 Extend Trust
Demonstrate a propensity to trust. Extend trust abundantly to those who have earned your trust.
