简介
Praise for Building the High-Trust Organization"Full of rich insights into what makes both interpersonal as well as organizational trust work (or not). . . . These authors understand that leadership is a relationship, with trust as the glue, which sticks people and things together. They make their argument that trust is the main thing. Trust me on that one!" -Barry Z. Posner, Ph.D., professor of leadership and former dean, Leavey School of Business, Santa Clara University; coauthor, The Leadership Challenge, and A Leader's Legacy; and visiting professor, Hong Kong University of Science and Technology"The authors' insights will have you thinking long and hard about how to build capacity within your own corporate cultures. I enjoyed this book immensely." -Gail T. Fairhurst, author of The Power of Framing: Creating the Language of Leadership"A valuable read for leaders and leadership scholars, this book is filled with poignant examples of trust (and mistrust) in a variety of organizations. The trust model and Organizational Trust Index are wonderful tools." -Ronald E. Riggio, Henry R. Kravis Professor of Leadership and Organizational Psychology, Claremont McKenna College"The authors draw upon their expertise as researchers and consultants to provide a blueprint for leaders who want to build organizational trust, which is the key to organizational excellence." -Craig Johnson, professor of leadership studies, George Fox University and author, Meeting the Ethical Challenges of Leadership"This book provides a pragmatic roadmap for leaders interested in building trust in their organizations and teams-and, by so doing, provides the foundation for sustainable performance." -Robert Bruce Shaw, management consultant and author of Trust in the Balance: Building Successful Organizations on Results, Integrity and Concern
目录
Preface p. xiii
Introducing the Trust Model p. 1
Organizational Trust: What Does It Mean? Why Does It Matter? p. 3
The High Cost of Distrust p. 5
Myths About Trust p. 11
Describing Trust p. 12
Continuums of Organizational Trust p. 16
Trust and Organizational Excellence p. 20
Trust Is the Main Thing p. 23
Trust Traditions-The Decision to Trust p. 23
Chapter Lessons in Trust p. 24
The Organizational Trust Model p. 25
A Research-Based Model p. 26
Dimension One: Competence p. 29
Dimension Two: Openness and Honesty p. 31
Dimension Three: Concern for Employees/Stakeholders p. 34
Dimension Four: Reliability p. 36
Dimension Five: Identification p. 39
Trust and Job Satisfaction and Effectiveness p. 42
Chapter Lessons in Trust p. 44
Understanding the Five Dimensions of Trust p. 45
Trust and Organizational Competency p. 47
The Competent Organization p. 47
Trust in Competence p. 56
Distrust in Competence p. 58
Building Trust in Competence p. 62
Strategies for Building Trust in Competence p. 64
Trust in Action: A View from Europe p. 74
Chapter Lessons in Trust p. 76
Trust and Openness and Honesty p. 77
The Open and Honest Organization p. 77
Trust in Openness and Honesty p. 81
Distrust in Openness and Honesty p. 83
Building Trust in Openness and Honesty p. 90
Strategies for Building Trust in Openness and Honesty p. 92
Trust in Action: The Intelligence Community Story p. 101
Chapter Lessons in Trust p. 104
Trust and Concern for Stakeholders p. 105
The Concerned for Stakeholders Organization p. 105
Trust in Concern for Stakeholders p. 108
Distrust in Concern for Stakeholders p. 112
Building Trust in Concern for Stakeholders p. 118
Strategies for Building Trust in Concern for Stakeholders p. 119
Trust in Action: Living by the Little Yellow Book at CH2M HILL p. 124
Chapter Lessons in Trust p. 126
Trust and Organizational Reliability p. 127
The Reliable Organization p. 127
Trust in Reliability p. 128
Distrust in Reliability p. 129
Building Trust in Reliability p. 134
Strategies for Building Trust in Reliability p. 134
Trust in Action: Achieving Customer Service Excellence at USAA p. 143
Chapter Lessons in Trust p. 147
Trust and Organizational Identification p. 149
The Strong Identification Organization p. 149
Trust in Identification p. 152
Distrust in Identification p. 157
Building Trust for Identification p. 159
Strategies for Building Trust in Identification p. 160
Trust in Action: Building a Lasting Culture at IKEA p. 164
Chapter Lessons in Trust p. 167
Creating Trust in Your Organization p. 169
Facing the Challenges: Trust as Bond and Stimulant p. 171
Identifying the Challenges p. 171
Trust and Globalization p. 175
Trust and the Virtual Organization p. 183
Trust and Innovation, Creativity, and Risk p. 185
Trust and Conflict/Crisis p. 191
Trust and the Future p. 196
Chapter Lessons in Trust p. 199
Building Trust p. 201
Understanding Distrust p. 201
Overcoming Distrust p. 204
Profiling Organizational Trust p. 208
Identifying Productivity Measures for Trust Monitoring p. 209
Policies and Procedure Review p. 211
Aligning Vision, Strategic Direction, Operations, and Trust p. 212
Education for Leaders, Supervisors, Teams, Virtual Environments, and Individual Contributors p. 213
Developing a Communication Strategy p. 213
Final Thoughts: Trust Is the Main Thing p. 215
Endnotes p. 217
Acknowledgements p. 239
About the Authors p. 241
Index p. 245
About the International Association of Business Communicators p. 255
Introducing the Trust Model p. 1
Organizational Trust: What Does It Mean? Why Does It Matter? p. 3
The High Cost of Distrust p. 5
Myths About Trust p. 11
Describing Trust p. 12
Continuums of Organizational Trust p. 16
Trust and Organizational Excellence p. 20
Trust Is the Main Thing p. 23
Trust Traditions-The Decision to Trust p. 23
Chapter Lessons in Trust p. 24
The Organizational Trust Model p. 25
A Research-Based Model p. 26
Dimension One: Competence p. 29
Dimension Two: Openness and Honesty p. 31
Dimension Three: Concern for Employees/Stakeholders p. 34
Dimension Four: Reliability p. 36
Dimension Five: Identification p. 39
Trust and Job Satisfaction and Effectiveness p. 42
Chapter Lessons in Trust p. 44
Understanding the Five Dimensions of Trust p. 45
Trust and Organizational Competency p. 47
The Competent Organization p. 47
Trust in Competence p. 56
Distrust in Competence p. 58
Building Trust in Competence p. 62
Strategies for Building Trust in Competence p. 64
Trust in Action: A View from Europe p. 74
Chapter Lessons in Trust p. 76
Trust and Openness and Honesty p. 77
The Open and Honest Organization p. 77
Trust in Openness and Honesty p. 81
Distrust in Openness and Honesty p. 83
Building Trust in Openness and Honesty p. 90
Strategies for Building Trust in Openness and Honesty p. 92
Trust in Action: The Intelligence Community Story p. 101
Chapter Lessons in Trust p. 104
Trust and Concern for Stakeholders p. 105
The Concerned for Stakeholders Organization p. 105
Trust in Concern for Stakeholders p. 108
Distrust in Concern for Stakeholders p. 112
Building Trust in Concern for Stakeholders p. 118
Strategies for Building Trust in Concern for Stakeholders p. 119
Trust in Action: Living by the Little Yellow Book at CH2M HILL p. 124
Chapter Lessons in Trust p. 126
Trust and Organizational Reliability p. 127
The Reliable Organization p. 127
Trust in Reliability p. 128
Distrust in Reliability p. 129
Building Trust in Reliability p. 134
Strategies for Building Trust in Reliability p. 134
Trust in Action: Achieving Customer Service Excellence at USAA p. 143
Chapter Lessons in Trust p. 147
Trust and Organizational Identification p. 149
The Strong Identification Organization p. 149
Trust in Identification p. 152
Distrust in Identification p. 157
Building Trust for Identification p. 159
Strategies for Building Trust in Identification p. 160
Trust in Action: Building a Lasting Culture at IKEA p. 164
Chapter Lessons in Trust p. 167
Creating Trust in Your Organization p. 169
Facing the Challenges: Trust as Bond and Stimulant p. 171
Identifying the Challenges p. 171
Trust and Globalization p. 175
Trust and the Virtual Organization p. 183
Trust and Innovation, Creativity, and Risk p. 185
Trust and Conflict/Crisis p. 191
Trust and the Future p. 196
Chapter Lessons in Trust p. 199
Building Trust p. 201
Understanding Distrust p. 201
Overcoming Distrust p. 204
Profiling Organizational Trust p. 208
Identifying Productivity Measures for Trust Monitoring p. 209
Policies and Procedure Review p. 211
Aligning Vision, Strategic Direction, Operations, and Trust p. 212
Education for Leaders, Supervisors, Teams, Virtual Environments, and Individual Contributors p. 213
Developing a Communication Strategy p. 213
Final Thoughts: Trust Is the Main Thing p. 215
Endnotes p. 217
Acknowledgements p. 239
About the Authors p. 241
Index p. 245
About the International Association of Business Communicators p. 255
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