Trust - the Key Success Factor for Teams & Organisations
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The document emphasizes the importance of trust in teams and organizations, highlighting its impact on performance and talent retention. It outlines key practices for building and maintaining trust, such as effective communication, feedback mechanisms, and fostering a supportive culture. Additionally, it provides a 'trust development kit' comprising strategies for individuals and organizations to enhance trustworthiness and collaboration.
Trust - the Key Success Factor for Teams & Organisations
- 1. Trust - the Key Success Factor for Teams & Organisations Marin Dimitrov Engineering Manager @ Uber @marin_dim DEV.BG IT Leads forum Oct 2018, Sofia|BG
- 2. Topics Why it matters The basics Your “Trust Development Kit” Best Practices
- 3. About me Engineering Manager @ Uber @marin_dim
- 7. “Building Workplace Trust: Trends & High Performance” (Interaction Associates, 2014)
- 8. “Building Workplace Trust: Trends & High Performance” (Interaction Associates, 2014)
- 9. “Could trust cost you a generation of talent? Global generations 3.0: A global study on trust in the workplace” (EY, 2016)
- 10. “Could trust cost you a generation of talent? Global generations 3.0: A global study on trust in the workplace” (EY, 2016)
- 11. The Basics
- 13. Absence of trust Symptoms ● Hiding mistakes & weaknesses ● Not asking for help ● Jumping to conclusions ● Not providing constructive feedback ● Lack of recognition ● Avoiding meetings When you fix it, you’ll see... ● Admitting mistakes and apologising ● Actively seeking (and providing) feedback ● Asking for help and giving recognition ● Assuming good intent ● Enjoying teamwork & collaboration
- 15. Building trust (Frances Frei) https://www.ted.com/talks/frances_frei_how_to_build_and_rebuild_trust?language=en
- 16. Building trust: Empathy Communication ● Team interests above yours ● Mindful of the emotions of others ● Self-critical / admitting mistakes ● Active listening / intent to understand Critical Qs ● Are you communicating properly? ● Are you dedicating enough time & space for the interaction? ● Are you helping others understand the issue or your point of view?
- 17. Critical Qs ● Are you providing a “safe space” for diverse ideas & styles ● Are you openly sharing your challenges, obstacles & weaknesses with the team? ● Does the team know your personal story, values, interests? Building trust: Authenticity Communication ● Direct & actionable feedback ● Encouraging radical candor ● Inclusive, diverse opinions ● Asking for help
- 18. Critical Qs ● Are you communicating properly? ● What is your storytelling style? ○ evidence → conclusion ○ statement → supporting evidence Building trust: Logic Communication ● Sound reasoning & argumentation ● Sound decision making process
- 19. Building trust (Frances Frei) https://www.ted.com/talks/frances_frei_how_to_build_and_rebuild_trust?language=en What is your strength and weakness?
- 20. Acknowledge & Accept ● Provide constructive feedback ● Ask questions, make less assumptions ● Focus on solving the issue and improving the future collaboration When trust is broken Admit & Apologise ● Own your mistakes ● Ask clarifying questions ● Provide clarity on your point of view & intent ● Increase & improve the communication
- 21. The “trust battery” (Tobi Luetke, Shopify CEO) Am I charging my “trust battery”? Which recent behaviours are discharging it?
- 22. Your “Trust Development Kit”
- 23. Company culture & values ● Values, beliefs & behaviours practiced in the organisation ● Core asset of the organisation - can be a competitive advantage ● Attracts great people, becomes an amplifier to individual & team performance ● Shared understanding ● Guides hiring ● Guides feedback & performance review processes ● Continuously evolving with the organisation
- 25. 1:1s Best practices ● Direct, skip level, peer level ● Never, ever cancel a 1:1! ● Regular is better than on-demand ● Personal, structured, effective ● Open, high-impact questions Topics ● Quick feedback ● Short & long term growth ● Team dynamics & happiness ● Productivity blockers ● Not a status / progress update!
- 26. 360 degree feedback ● Aligned with the company values & role expectations ● Manager, peers, direct reports ● Be mindful of biases (e.g. recency) ● Specific & actionable (Situation-Action-Outcome) ● 5:1 ratio for positive:constructive feedback
- 27. Transparent “ladder” & performance reviews ● Transparent & clear criteria for a promotion to the next level ● Consistent process across the organisation ● Peer assessments, independent reviewers and calibrations ● Checks & balances by Senior Leadership
- 28. Autonomy, accountability, recognition ● Don’t micromanage ● Encourage experimentation ● Build tolerance for mistakes ● Regular recognition of individual and team achievements (and efforts) ● Learning from mistakes / blameless postmortems ● Team retrospectives
- 29. Communication ● Communicate often and transparently ● Empathy-Authenticity-Logic model - problems are caused by poor / insufficient communication ● Encourage inclusivity & diverse opinions - open communication from the teammates
- 30. Best Practices
- 31. “Building Workplace Trust: Trends & High Performance” (Interaction Associates, 2014)
- 32. “Could trust cost you a generation of talent? Global generations 3.0: A global study on trust in the workplace” (EY, 2016)
- 33. Your team & you ● Address the 5 dysfunctions ● Empathy-Authenticity-Logic - improve your communication style ● Trust building exercises / showing vulnerability ● Effective 1:1s & regular feedback ● Ask for feedback & radical candor ● Encourage diverse opinions ● Provide autonomy & ensure accountability ● Regular recognition of achievements & efforts ● Transparent communication and decision making ● Transparent performance reviews ● Become the Chief Meaning Officer
- 36. Your team ● Peer 1:1s & regular feedback ● Team retrospectives / lessons learned ● 360 degree performance reviews ● Mutual respect and recognition on job well done / helping a teammate ● You will be the “role model” for trust ● Trust building exercises / showing vulnerability ● Competence & quality work is crucial ● Recharge the “trust battery“ ● Asking for help and owning mistakes
- 38. Your team & other teams ● Company culture is crucial ● Culture should encourage collaboration, meritocracy and reuse ● Delivering on commitments ● Aligning priorities and goals across teams (org process) ● Asking for help and owning mistakes ● Blameless postmortems and retrospectives ● Collaboration & cross-teamwork should be part of team & individual performance reviews
- 39. Your team & the organisation ● Company culture is crucial ● Senior Leaders will be the “role model” for trust ● Regular communication & information sharing ● All-Hands meetings, Q&A with Leadership ● Upward feedback & surveys ● People are involved in decision making / changes
- 40. Thank you! Why it matters The basics Your “Trust Development Kit” Best Practices@marin_dim