Building trust : a manager's guide for business success / Mary Galbreath Shurtleff.

Format:

Book

Author/Creator:

Shurtleff, Mary Galbreath.

Series:

Fifty-Minute series.

Fifty-minute series book

Language:

English

Subjects (All):

Trust.

Success in business.

Management.

Physical Description:

1 online resource (86 p.)

Place of Publication:

Menlo Park, Calif. : Crisp, c1998.

Language Note:

English

Summary:

The concept of trust may, at first glance, seem odd as a component of an effective business strategy. However, trust is at the heart of how we act in many business situations and how we approach trust can be vital to our success. In this book the benefit of trust is explored as is the damage resulting from lack of trust. In addition, youall examine the three steps that encourage trust-asking for input and using it; doing what you say youall do; and delegating effectively.

Contents:

TITLE

COPYRIGHT

ABOUT THE AUTHOR

CONTENTS

DEDICATION

CHAPTER I What Does Trust Mean?

YOUR DEFINITION OF TRUST

WHAT IS TRUST?

A DEFINITION OF TRUST

INTRGRITY

BELIEF

WHAT TRUST IS AND IS NOT

TRUST MEANS BUSINESS

CHAPTER II Foundations of Trust

THREE FUNDAMENTAL INTERPRETATIONS

INSTINCT

PAST EXPRIENCE

Trust and Service Recovery

Turning a Problem into an Opportunity

CURRENT EXPERIENCE

Do the Messages Match?

Orientation

MUTUAL UNDERSTANDING

CASE STUDY: Kokomo

TIPS FOR WORKING ON A TEAM

CHAPTER III Consruences of a Lack of Trust

WHY PEOPLE DON'T TRUST

WHAT HAPPENS WHEN YOU DON'T TRUST

CONSEQUENCE #1: A LACK OF COMMITMENT

COMMON RESPONSES TO "COMMITMENT AND TRUST" QUERIES

CONSEQUENCE #2: LOWER EMPLOYEE SATISFACTION

THE REVOLVING DOOR SYNDROME

CONSEQUENCE #3: A LACK OF OPEN COMMUNICATION

CASE STUDY: The Case of the Muddled Manager

STEPS FOR IMPROVING SERVICE

The Challenge to Cooperate

"PROJECT TEAM"

"Project Team" and Trust

CONSEQUENCE #4: EMPTY WORDS AND UNREALISTIC IMAGES

People-The Ultimate Computer

MAKE PEOPLE YOUR MOST IMPORTANT ASSET!

CHAPTER IV Three Steps for Encouraging Trust

ACTION PLAN FOR ENCOURAGING TRUST

STEP ONE: ASK FOR INPUT AND PUT IT TO USE

Communicating with Team Members

Communicating with Customers

STEP TWO: DO WHAT YOU SAY YOU'LL DO

Lead by Example

STEP THREE: DELEGATE EFFECTIVELY

SUMMARY.

Notes:

Bibliographic Level Mode of Issuance: Monograph

ISBN:

1-4175-2204-6

OCLC:

70772792