How to build (and rebuild) trust | Frances Frei - Deepstash
Top 7 TED Talks On Customer Success

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Top 7 TED Talks On Customer Success

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Build on trust

Build on trust

Trust is the foundation for everything we do. If we can learn to trust one another, we can make great strides in human progress.

But if trust is broken, and we're going to rebuild it, it is helpful to understand its various parts.

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What creates trust

  • Authenticity. If you sense that someone is being authentic, you are more likely to trust them.
  • Logic. You are more likely to trust if you sense real rigour in logic.
  • Empathy. If you believe that empathy is directed towards you, you are more likely to trust them.

When just one of these three is broken, trust is threatened.

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Lack of empathy is the most common trust-breaker

People don't believe that we're mostly in it for them and they believe that we are too self-distracted. With so many demands on our time, we often lack the time and space that empathy requires.

Remedy:

Identify where, when and to whom you're likely to offer your distraction. This is when, where, and to whom you are likely to withhold your empathy. In those instances, put away your phone, look at them and listen to them.

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Logic wobbles

There are two forms of logic wobbles.

  1. The quality of your logic.
  2. Your ability to communicate the logic.

Remedy for accurately communicating logic:

Instead of telling a story with twists and turns and then getting to the point, start with a half-point and give supporting evidence. This way, people can still access your ideas, but you get credit for it even if you get cut off mid-way.

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Authenticity problems

If we hold back on who we are, we're less likely to be trusted, less likely to be given stretch assignments, less likely to be promoted, and so on.

Remedy:

  • Pay more attention to your authentic self and less to what you think people want to hear from you.
  • Set the conditions that make it safe to be authentic, then celebrate who you are.
  • Cherish it for what it is.

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CURATED BY

rylee_h

1% better every day, gets you 1000% better very soon.

CURATOR'S NOTE

Understanding the pillars of trust can help to build and rebuild it.

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