Trust Matters: For Organisational and Personal Success PDF
Preview Trust Matters: For Organisational and Personal Success
‘This book touches a critical nerve. The authors take an intelligent and pragmatic look at the issues. I applaud them on tackling this sweeping and all-important topic.’ Brian Bennett, President Culinary Software Services, Inc. Boulder, CO, USA ‘The authors argue with clarity of thought and a strong conviction, that building and keeping trust lies at the heart of all successful organisations, irrespective of industry and culture, and that without it both organisations and leaders will ultimately fail. If any book can make a leader sit up and take notice of this essential truth, this is the one!’ Rosemarie Wallace,Regional Managing Director, Asia, Reader’s Digest ‘Trust: a precious commodity; occurs naturally but easily broken; can be made from a strong solution of openness and integrity; shines in the dark and releases disproportionate amounts of energy, innovation and creativity; an essential ingredient for satisfaction and achievement. This book shows you how to understand and develop this rare and wonderful gift.’ John Harris, former CEO of Calor Group ‘Speed, greed and expediency drive people and organizations to moral (and often financial) bankruptcy. Authenticity and respect cultivate trust, nurturing the tensions and lubricating the frictions of imperfect human behaviour in contemporary organizations. Sally Bibb and Jeremy Kourdi provide a clear and understandable range of supportive, practical ways to engender respect, authenticity and most of all renewed trust in contemporary organizations. This timely book is an insightful reminder of alternatives to the otherwise depressing stories of too many organizations in trouble.’ John Hofmeister, Director Human Resources, Royal Dutch/Shell Group of Companies This page intentionally left blank TRUST MATTERS This page intentionally left blank Trust Matters For Organisational and Personal Success Sally Bibb and Jeremy Kourdi © Sally Bibb & Jeremy Kourdi 2004 Softcover reprint of the hardcover 1st edition 2004 978-1-4039-3253-2 All rights reserved.No reproduction, copy or transmission of this publication may be made without written permission. No paragraph of this publication may be reproduced, copied or transmitted save with written permission or in accordance with the provisions of the Copyright, Designs and Patents Act 1988, or under the terms of any licence permitting limited copying issued by the Copyright Licensing Agency, 90 Tottenham Court Road, London W1T 4LP. Any person who does any unauthorised act in relation to this publication may be liable to criminal prosecution and civil claims for damages. The authors have asserted their rights to be identified as the authors of this work in accordance with the Copyright, Designs and Patents Act 1988. First published 2004 by PALGRAVE MACMILLAN Houndmills, Basingstoke, Hampshire RG21 6XS and 175 Fifth Avenue, New York, N.Y.10010 Companies and representatives throughout the world PALGRAVE MACMILLAN is the global academic imprint of the Palgrave Macmillan division of St.Martin’s Press, LLC and of Palgrave Macmillan Ltd. Macmillan®is a registered trademark in the United States, United Kingdom and other countries.Palgrave is a registered trademark in the European Union and other countries. ISBN 978-1-349-51615-5 ISBN 978-0-230-50833-0 (eBook) DOI 10.1057/9780230508330 This book is printed on paper suitable for recycling and made from fully managed and sustained forest sources. A catalogue record for this book is available from the British Library. A catalog record for this book is available from the Library of Congress. 10 9 8 7 6 5 4 3 2 1 13 12 11 10 09 08 07 06 05 04 For Eric Bibb, who taught me about integrity and trust. (Sally Bibb) This page intentionally left blank Contents List of figures and tables x Preface xi The contract (William Ayot) xiii Acknowledgements xiv 1 Building bridges or building walls? 1 2 The power of trust 15 3 The cost of lost trust 29 4 The great destroyers of trust 43 5 How leaders build trust 61 6 Trust matters in business 75 7 Building customer trust 87 8 Trust in times of change 107 9 Building a culture of trust 119 10 Measuring trust 131 11 Attitudes to trust 141 12 Final word: the basic laws of trust 161 Appendix: Trust survey 167 Notes 171 Index 175 ix
Description:The list of books you might like
