Summary by Steve Malone
Chapter 1: The Trust Edge
• Trust is defined as the belief in an entity to
o Do what is right
o Deliver what is promised
o Be the same every time in spite of the circumstances
• Trust is being reliable dependable, and capable. A confident belief in a person, product, or organization.
• Trust takes a long time to grow and can be easily lost.
• The two dimensions of trust are time and depth.
Chapter 2: Impact of Trust
• Larger companies gained trust in the past. Today, smaller, more agile and accountable companies gain trust.
• Trust is the currency of business and life.
• Trust is built on habits that can be formed.
Chapter 3: Barriers to Overcome
• Conflicts of interest
• Low customer loyalty
• Media coverage of scandals
• Speedy social networks
• Technology – lack of understanding breeds skepticism
• Individualism – is prized interdependence is undervalued
Chapter 4: Pillar One, Clarity
Vision and Purpose
• A clear shared vision unifies and motivates.
• If you are not sharing your vision at least every thirty days, your team doesn’t know it.
• Do one or two things well.
Expectation & Communication
• Clarify expectations.
• Mean what you say and say what you mean.
• Expect conflict “If we are all exactly the same, we are not all needed.”
• Clarity gives focus to Daily Actionable Tasks.
Chapter 4: Pillar Two, Compassion
• One of the biggest reasons for trust is the perception that someone is concerned beyond themselves for the greater good of the whole. Nobody cares how much you know until they know how much you care.
• We’ve moved from a shareholder to a stakeholder world. Make them feel valued.
• Caring leads to trust.
• 4 Laws of Building Trust
a. Patience. Resist the opportunity to have something ready to say.
b. Be present.
c. Avoid the electronic interrupter.
d. Hold one conversation at a time.
e. 360 degree trust assessment.
a. Write a handwritten note.
b. Catch people doing good work and encourage, appreciate, and thank them.
c. Focus on the person, not the situation.
3. Wake Up
a. Be present, in the moment.
4. Serve Others Selflessly
a. Put others first.
b. Truly care for others.
• Consider the success of your leadership, your organization and life is about serving others and the greater humanity. Take a global view.
Chapter 6: Pillar 3, Character
• There are two sides to character
1. Integrity – being the same in thoughts, words, and actions.
2. High morals – People want to trust someone who believes in something beyond themselves. Moral character often comes from a deep religious conviction.
• Like any element of trust, character takes time, intentionality, selflessness, and discipline.
• Great leaders keep their word and take responsibility. They do what is right over what is easy.
• Is this right? Am I doing the right thing?
• Be good, not happy. Being good will lead to greater happiness and fewer regrets.
• Choices that maintain our integrity are often made in private.
• Good input leads to good output. If you feed you mind with garbage, that is what will come out.
o Set clearly defined expectations of behavior and outcomes
o Have the group create objectives
o Make objectives visible
o Measure results
o Regularly ask people how they are doing with projects
• A major way to increase accountability is to reduce anonymity.
• Habits are made by what you do in private.
• Integrity builds trust in you – the first trust in trusting anyone.
• Doing what needs to be done reduces stress.
Chapter 7: Pillar 4, Competency
• The average life span of today’s top companies is less than a decade. Market leaders often fall into a “continued success” mentality that keeps them from learning and succeeding. They lose a sense of urgency and can find it difficult to stay fresh, motivated, and innovative.
• Stretch your mind with new ideas, fresh thoughts, and different viewpoints.
o The ability to learn quickly, amidst rapid change and crisis is more important than learning any specific skill.
o People trust the humble, not the arrogant.
o Without humbling yourself to new ideas, you will become stagnant and lose The Trust Edge.
o Not all readers are leaders, but all leaders are readers.
• Throughout history, great leaders have done their best work by removing themselves from their common distractions.
Chapter 8: Pillar 5, Commitment
• When it comes to commitment, actions definitely speak louder than words.
• Committed leaders seek something beyond themselves.
• Take personal responsibility when things go wrong and spread praise when things go right.
• Under promise and over deliver.
• Without commitment from the leader, the players will not win.
• History’s leaders who have made the biggest impact were willing to sacrifice for the greater good.
Chapter 9: Pillar 6, Connection
• “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Maya Angelou
• The secret of the magnetic person is that they’re grateful.
• The single greatest commonality of happy people is an attitude of gratitude. People find that attractive.
• Transparency in teams = Trust. The better team members know each oterh’s backgrounds, beliefs, ideals and other personal aspects the more likelty there will be empathy and understanding within the group.
• Team building, celebrations, off-sites, and social events help build transparency within the group.
• Trust is all about relationships.
• Ask great questions. Listen.
• Care beyond yourself.
• Be genuine
Chapter 10: Pillar 7, Contribution
• Opportunity is missed by most people because it comes dressed in overalls and looks like work – Thomas Edison
• Two hundred great ideas are worth less than one good idea carried out to completion.
• Key strategies for being a daily contributor
1. Plan tomorrow today
2. DMAs (difference making actions)
4. Email efficiency
5. Enjoy a clear desk
6. Make meetings matter
7. Make a flight plan
8. Optimize your computer
9. Practice the power hour
10. Decide now
• You must deliver results to be trusted.
• The more you give the more you receive.
• Reward results.
• Delayed decision-making increases confusion, clutter, and stress.
Chapter 11: Pillar 8, Consistency
• With consistency comes trust
• You will never get one big chance to be trusted in your life, only millions of small ones.
• Deliver the same every time, and you will become trusted.
• Don’t agree to anything you can’t deliver.
Chapter 12: Extending Trust
• What is expected of a person is likely what they will do.
• People, employees, and leaders all need someone to believe in them.
• I have worked for controlling micro-managers. However, trust always motivated me to do my best.
• Believing in people and trusting them usually brings out their best.
• Trust is a great motivator.
• A culture of trust will improve efficiency and effectiveness.
• Trust inspires more trust.
• Don’t let fear rule your life
Chapter 13: Globalization and Trust
• Get to know people individually rather than stereotyping
• People are more likely to trust others who are like them.
Chapter 14: Trust in and Online Age
• The public’s trust can change quickly
• Customers trust each other more than they trust propaganda
• Create and implement strategies for a trusted online presence