Building Trust in Hostile Environments
A friend of mine, who works in a factory-type workplace, took it upon herself to be a little innovative. She realized that the 2-component job she was doing was inefficient. Everytime she attached the fabric to the frame of a piece of furniture she was making, she was losing time picking up and putting down different tools. So, she decided to batch her work. She’d build 10 items, then switch tools and continue the second component of the job. She shaved minutes off the process and felt very successful. Except, a company like this values automation, rule-following, and process over innovation and creativity. The floor supervisor walked by her station and immediately lost his mind on her. What was she thinking going outside of the confines of the pre-determined process? He went straight to his supervisor, who then reprimanded my friend. Finally, after lunch, the issue was brought up once more in front of the other employees, stating weakly that they didn’t want to “single anybody out.” Right…My friend felt the eyes of her disapproving coworkers watching her throughout the meeting and felt flushed with shame.
When we think of the way we deal with students and the manner in which they often deviate from the processes we establish in our classrooms, how do we respond? Does that response contribute to or sabotage an environment of trust and creativity?
Dr. Darryl Stickel is a consultant who works with world-renowned organizations to develop trust. In fact, his favourite work is building trust in hostile environments.
He outlined some key rules that any leader can use to foster a sense of trust and three key qualities that foster trustworthiness.
Every leader has three levers at their disposal that enable trust within the organization. Here are the qualities and the questions you can ask to evaluate whether you are using these qualities as effectively as possible:
- Ability – Are you capable in your job? Do people trust in your abilities to get the job done?
- Benevolence – Do you have people’s best interests in mind and do they believe it? Do you think about the needs of the people you serve or do you think first of advancing your own mission and goals?
- Integrity – Does your behaviour reflect the values you hold dear? Are your actions consistent with your beliefs? Do you follow through on your promises?
Trust is the willingness to make yourself vulnerable to another party when you could choose to do otherwise and when you cannot be certain that they will act in your best interests.
People often base trust off of the balance between perceived uncertainty (How likely am I to be harmed?) and perceived vulnerability (How badly will it hurt?). If you can decrease the risk in both of these areas for the people you serve, the higher the trust will be in your organization, school, or classroom.
When I think about my friend, her trust in the organization for which she works is rock bottom. How can you increase the trust people have in you? Start asking some of those important questions.