Competition, globalization, resource scarcity, and innovation are business terms that define any organization’s performance and affect its profitability and growth. Traditional thinking of Strategy X Execution = Results does no longer stand the test of our reality. Trust has become a performance multiplier that affects organizational performance. Trust, or lack of it, affects the performance of any organization as a positive or negative multiplier.

1. Organizational Trust
A s h r a f O s m a n
0 5 - A p r - 1 4
Ashraf Osman
Competition, globalization, resource scarcity,
and innovation are business terms that define
any organization’s performance and affect its
profitability and growth. Traditional thinking of
Strategy X Execution = Results does no longer
stand the test of our reality. Trust has become
a performance multiplier that affects
organizational performance. Trust, or lack of it,
affects the performance of any organization as
a positive or negative multiplier.

2. Table of Contents
Course Description.......................................................................................................................... 3
Module One: Getting Started...................................................................................................... 3
Module Two: The Big Picture .................................................................................................... 3
Module Three: Why is trust important to organizations? ........................................................... 3
Module Four: Assessing your organizations trust levels ............................................................ 4
Module Five: Basic Components of trust (Character and Competence) .................................... 4
Character..................................................................................................................................... 4
1. SINCERITY/INTEGRITY........................................................................................... 4
2. INTENT........................................................................................................................ 4
Competence............................................................................................................................. 4
3. Capabilities (STAKS)................................................................................................... 4
4. Results .......................................................................................................................... 4
Module Six: The 13 behaviors that inspire and build trust......................................................... 5
Behavior # 1: Talk Straight..................................................................................................... 5
Behavior # 2: Demonstrate Care and Respect ........................................................................ 5
Behavior # 3: Create Transparency......................................................................................... 5
Behavior # 4: Correct the wrong............................................................................................. 5
Behavior # 5: Show Loyalty ................................................................................................... 5
Behavior # 6: Deliver Results................................................................................................. 5
Behavior # 7: Get Better ......................................................................................................... 5
Behavior # 8: Confront Reality............................................................................................... 5
Behavior # 9: Clarify Expectations......................................................................................... 5
Behavior # 10: Practice accountability ................................................................................... 5
Behavior # 11: Listen First ..................................................................................................... 5
Behavior # 12: Keep Your Commitments .............................................................................. 5
Behavior # 13: Extend Trust................................................................................................... 5
Evaluate your 13 behaviors..................................................................................................... 5
Module Seven: The Cycle of Commitment ................................................................................ 5
Module Eight: Building and Betraying Trust ............................................................................. 5
How to confront different kinds of trust betrayal ................................................................... 6
Wrap UP and Conclusion............................................................................................................ 6
Training Outcomes.......................................................................................................................... 6

4. Course Description
Competition, globalization, resource scarcity, and innovation are business terms that define any
organization’s performance and affect its profitability and growth.
Traditional thinking of Strategy X Execution = Results does no longer stand the test of our
reality. Trust has become a performance multiplier that affects organizational performance.
Trust, or lack of it, affects the performance of any organization as a positive or negative
multiplier.
This course examines the definition of trust on a personal and institutional level, analyzes the 4
core values that constitute trust, and further breaks it down to personal behaviors that affect
the workplace.
Using multiple exercises and discussions the participants will be introduced to the concept of
“cycle of commitment” and how to use it in the daily life of any professionals or managers of
any organization. Establishing, growing, and extending trust is the target of any organization,
however dealing with trust betrayal before it happens and after it happens and mending the
broken trust are skills that must be developed and nurtured among colleagues, customers and
suppliers.
Today’s teams are diverse; they come from different cultures, geographies and backgrounds.
The challenge is to create a high trust culture and build on it. This will get things done faster,
which is translated to reducing expenses and increasing quality and loyalty
In this highly practical course participants will learn:
Module One: Getting Started
 Workshop Objectives
 Pre-Assignment Review
Module Two: The Big Picture
 What is Trust?
 Where does trust come from?
 Characteristics of trust and distrust
Module Three: Why is trust important to organizations?
 The benefits of working with trust
 The trust equation
 How one company saved hundreds of millions by working in a high trust environment?

5.  The advantage of high trust environment:
 The disadvantage of low trust environment:
 Trust as a Performance Multiplier
 The Myth and Reality of Trust
Module Four: Assessing your organizations trust levels
 Signs of trust & distrust:
 Trust Assessment Questionnaire Part 1
 Trust Assessment Questionnaire Part 2
 Trust Assessment Questionnaire Part 3
 Trust Assessment Questionnaire Part 4
Module Five: Basic Components of trust (Character and
Competence)
Character
1. SINCERITY/INTEGRITY
2. INTENT
 The 5 why’s method to reach the root cause
Competence
3. Capabilities(STAKS)
 Skills, Talents, Attitude, Knowledge, and Style
4. Results

6. Module Six: The 13 behaviors that inspire and build trust
Behavior # 1: Talk Straight
Behavior # 2: Demonstrate Care and Respect
Behavior # 3: Create Transparency
Behavior # 4: Correct the wrong
Behavior # 5: Show Loyalty
Behavior # 6: Deliver Results
Behavior # 7: Get Better
Behavior # 8: Confront Reality
Behavior # 9: Clarify Expectations
Behavior # 10: Practice accountability
Behavior # 11: Listen First
Behavior # 12: Keep Your Commitments
Behavior # 13: Extend Trust
Evaluate your 13 behaviors
Module Seven: The Cycle of Commitment
 Diagnose your organization performance using the cycle of commitment
 Types of Requests
 Types of Response
Module Eight: Building and Betraying Trust
 How to Confront Distrust?
 How You Say It Counts
 Do the following before you start a conversation with the distrusted person
 Five Steps to Confrontation

7. How to confront different kinds of trust betrayal
 Example of a Conversation to Confront Betrayal of Integrity and Sincerity
 Example of a Conversation to Confront Betrayal of Results
 Example of a Conversation to Confront Betrayal of Competence
 Example of a conversation to confront betrayal of Intent and Care
Wrap UP and Conclusion
Training Outcomes
By the end of this course, participants will be able to:
 Identify the meaning of trust and its effect on personal and business life.
 Identify the monetary value of trust
 Distinguish between high trust organization and low trust ones
 Define the core values of trust
 Analyze each value and its component.
 Know how to assess the trust level of themselves and others
 The 13 behaviors that make or break trust
 How to build the cycle of commitment in organizations
 How to handle distrust
 What to do before confronting distrust
 What to say to address distrust
 How to rebuild trust after it is broken.