It's not surprising, given the recent history of corporate America, that a victim of the upheaval in the workplace has been trust, specifically trust in our senior leaders and direct managers. What was surprising this year was the addition of a lack of trust with co-workers. The study, now in it's 9th or 10th year (sorry Rick, I can't remember) showcases trends in workplace trust. Rick's expert advice is showing how that erosion of trust is impacting customers and customer service.
Maritz has done a lot of work on the relationship between employee and employer values. They've found that those companies which pay significant attention to values and building trust are regularly top performers. Their counterparts are those who try to win at all costs, typically losing at all levels.
In my interview with Rick I asked him what actions to take to improve trust in the workplace. His suggestions are:
- Open and transparent communications
- Follow through and keep promises
- Fix the disconnectedness and isolation; bring people together
- Use community service projects as a means to the greater end
As always, Rick is a great source of information so be sure to listen to the podcast. And, check back next year for Rick's annual visit to talk about their latest study results.
-- David Kinard, PCM