Our purpose is simple.
Putting trust at the heart of leadership and business to create cultures that drive lasting success.
Scott's Story
Scott is the Founder of The Trust Leader, with a background founded in the prison service for over 25 years, working at some of the most notorious prisons in the UK, through to hostage negotiation training.
Today, he works around the world as a trust and management training consultant, and there is very little that Scott has not experienced where trust can be the difference between life and death. A fascination with human psychology has led Scott to be a leading authority on trust, not just for organisations, but for individuals in business and life in general.
As Scott says, “without trust, we have nothing.” Scott has developed an overall trust model based on five key foundations of being capable, reliable, believable, selfless, and emotionally connected.
You can find out more about Scott by following and connecting with him on LinkedIn and signing up for The Trust Leader newsletter.
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About The
Trust Leader
The Trust Leader was created to help organisations and leaders place trust at the centre of their leadership and culture. We aim to bridge the gap between leadership theory and real-world application by focusing on trust as the foundation for lasting change. Trust is the currency that drives relationships, decision-making, and long-term success, both within teams and with external stakeholders.
We recognise that without trust, leadership and culture cannot thrive. By helping leaders understand and build trust, we empower organisations to create cohesive teams, make better decisions, and drive sustainable success. Our goal is to ensure that trust is not just understood, but embedded in every aspect of leadership and organisational culture.
Words I live by
'Trust is the currency of leadership. Without trust people won’t follow you.'
— John Gordon
We believe business should be a force for good
Proud to be a member of 'The Organisation for Responsible Business'
Prioritise
A clear focus empowers leaders to prioritise tasks and initiatives effectively. They can determine which activities correspond with their desired impact and which ones do not, thus directing their energy and resources appropriately. This focus, rooted in a clear understanding of the intended impact, can enhance productivity, encourage innovation, and speed up the progress towards their goals.
Predictable
Additionally, when a leader communicates their intended impact lucidly, it provides team members with a 'bigger picture' of their tasks. This awareness can instil a sense of purpose among team members, making their work feel more valuable. The alignment between the leader's vision and the team's understanding can significantly bolster trust and cooperation.Normal text.
Purpose
Additionally, when a leader communicates their intended impact lucidly, it provides team members with a 'bigger picture' of their tasks. This awareness can instil a sense of purpose among team members, making their work feel more valuable. The alignment between the leader's vision and the team's understanding can significantly bolster trust and cooperation.
Motivate
Moreover, a clear articulation of the intended impact can serve as a source of inspiration and motivation for the team. Leaders who demonstrate a strong commitment to making a positive impact often command respect and inspire their teams to strive harder. This shared inspiration can foster a robust bond within the team, deepening trust, and cultivating a culture of high performance.
Purpose
Purpose is the compass that guides us. At its core, it's an understanding of what fuels our passions and what resonates with our values and beliefs. For leaders, it’s essential to have clarity on this. Why? Because when you're clear about your purpose, you can better define the mark you want to leave on the world, your desired legacy. It's not just about achieving personal goals; it's about the broader impact you wish to make.
It's also about recognition. Think about whose acknowledgment matters to you. As you climb the leadership ladder, remember that the mentors and allies who supported you in the early days might be different from those who will propel you further.
With a clear purpose in hand, you can strategically channel your energy. You’ll know where to direct your focus and which relationships to nurture for future endeavours. Embrace this journey of self-awareness and align yourself with like-minded individuals. After all, leadership isn’t a solo endeavour; it’s a collective effort guided by a shared vision and purpose. Remember, knowing your 'why' is your most powerful tool as a leader.
Trust
Impact is at the heart of leadership. To truly create a lasting difference, leaders need to be acutely aware of the type of mark they wish to leave behind. But a vision, no matter how grand, needs more than just intent. It requires the buy-in and trust of the very people who can help you achieve it: your key stakeholders.
Think of it this way: If impact is the destination, trust is the vehicle that gets you there.
And just like every journey has its unique path, building trust isn't a generic process. Different stakeholders have distinct needs. While one might be swayed by your passion, another might be looking for tangible proof of your commitment.
Ask yourself: What do my key stakeholders need to see to believe in me?
By identifying these specifics, you can tailor your approach to gain their trust effectively.
Remember, the depth and breadth of the impact you wish to make will be amplified by the trust you foster with those around you. It's about being in harmony with your stakeholders' expectations, aligning your actions with your intentions, and ensuring that they believe in you as deeply as you do.
Together, with mutual trust, the impact you envision becomes not just a possibility, but an inevitability.
Impact
Impact is the crescendo of your leadership journey. Once the foundational bricks of trust have been laid, you're positioned to leverage that trust, paving the way for meaningful action. It's like reaching the summit after a challenging hike; the view from the top is sweeter because of the effort invested.
As a leader, this trust-rich environment empowers you to put forth ideas and proposals that your stakeholders are more inclined to embrace. It's not just about presenting solutions;
It's about crafting them in a way that truly resonates. Remember, trust has given you the currency to be inventive. Seize this opportunity to devise innovative strategies that align with your stakeholders' needs.
Your growing influence is now your most potent tool. Harness it, and you’re not just leading, you’re shaping the future. The more in tune you are with your stakeholders, the more effective your call to action will be.
Ultimately, it’s about crafting a legacy that mirrors your leadership manifesto. When you get stakeholders to act, not out of obligation, but genuine belief, that's when you've truly succeeded. Your legacy then becomes a testament to a leadership journey well-travelled, marked by trust, influence, and impactful action.
Observation
Observational data can help you go beyond mere numbers to understand the dynamics of your team or the response of your audience. During team meetings or project sprints, pay attention to details like the quality of engagement, collaboration dynamics, and non-verbal cues. These observations can provide critical insights into team synergy and help you identify areas for improvement.
Language
The words and phrases used by your team members or stakeholders can be valuable data points. For example, are people using terms that align with your company's core values? Are customer testimonials highlighting the aspects you deem crucial for your product or service? These subtle cues can offer insights into whether your leadership is steering the team in the direction that aligns with your vision and goals.
Interactions
Evaluating the quality of interactions can provide a wealth of information. Are meetings productive, or do they often go off track? Do team members collaborate efficiently, or are there bottlenecks? Understanding the nature of these interactions can help you make more informed decisions, whether it's revising meeting structures or making adjustments to team compositions.
Anecdotes
While anecdotes might not always be data in the traditional sense, they can provide invaluable qualitative insights. Employee stories about customer experiences, 'water cooler' conversations about project challenges, or customer emails praising a team member's service can all offer deeper understanding. As a leader, listening to these stories can help you make decisions that are grounded in the lived experiences of your team and your clientele.
Aquire
Example: Imagine you are a senior manager in a manufacturing firm, and you realise your team lacks the expertise in data analytics necessary to optimise production processes.
How: In this scenario, acquiring new skills means you and perhaps key members of your team will need to learn data analytics. You might enroll in a course, hire a consultant for in-house training, or dedicate time to learn via online resources. The aim is to be self-sufficient and well-versed in the area where the gap exists. The benefits are twofold: Firstly, the organization saves on costs that might have otherwise been spent on external experts. Secondly, the team is better positioned for future challenges in the same domain. However, this approach demands time and a commitment to continuous learning.
Partner
Example: You're the CEO of a tech startup focused on software solutions, but you lack experience in marketing and brand positioning.
How: Partnering means identifying individuals or other organizations who excel in the area you lack expertise in and forming a mutually beneficial relationship. In the tech startup example, you could bring a Chief Marketing Officer (CMO) into the team or even partner with a marketing firm. The aim is to combine strengths so that both parties benefit from the enhanced capabilities. Partnering allows you to focus on your areas of strength while someone else focuses on theirs. However, it's critical to choose partners whose values and objectives align with yours to ensure a harmonious and productive relationship.
Outsource
Example: You lead a small healthcare clinic and realise that your administrative load is taking away from your core responsibility of patient care.
How: Outsourcing involves hiring external entities to perform tasks that are not within your area of expertise or focus. In the healthcare clinic example, administrative tasks like billing, appointment scheduling, or even IT services could be outsourced to specialized firms. The objective here is to free up your time and mental resources to focus on your core responsibilities. While this might involve a financial cost, the benefits usually outweigh the expenses, as it allows you and your team to focus on what you do best.
Overconfidence
Definition: Overconfidence bias is the systematic overestimation of one's abilities or the accuracy of one's predictions, often leading to insufficient preparation or risk assessment.
Example: A manager may believe that their team can complete a complex project within three months based on past successes. Neglecting to account for potential challenges such as technical obstacles or personnel changes can result in missed deadlines and budget overruns.
Planning
Definition: The planning fallacy is the tendency to underestimate the time, resources, or effort required to complete tasks, even when past experiences should inform more realistic planning.
Example: A CEO might assume that a product launch will proceed smoothly within six months, ignoring historical data showing that similar launches took a year. The misjudgment can result in rushed production, compromised quality, and brand damage.
Optimism
Definition: Optimism bias is the inclination to underestimate the likelihood of negative events occurring, leading to overly optimistic plans that lack contingencies.
Example: An executive planning an international expansion may focus solely on the best-case market response, ignoring political or economic risks. This bias can result in inadequate risk mitigation strategies, leaving the company vulnerable to unforeseen setbacks.
Confirmation
Definition: Confirmation bias is the tendency to favour information that confirms pre-existing beliefs or hypotheses, while disregarding or minimising evidence to the contrary.
Example: In strategic planning, a CEO may give undue weight to market research that supports their existing strategy, ignoring data indicating potential pitfalls or the need for a pivot. This can result in missed opportunities and exposes the organisation to unanticipated risks.
Anchoring
Definition: Anchoring bias occurs when an individual relies too heavily on an initial piece of information (the "anchor") to make subsequent judgments and decisions.
Example: When budgeting for a project, a leader might fixate on last year's budget as the starting point, ignoring variables that could dramatically change costs or required resources. This can lead to underfunding critical initiatives or overspending on less important aspects.
Sunk cost
Definition: The sunk cost fallacy is the tendency to continue investing in a project or decision based on the time, money, or resources already committed, rather than evaluating it on its current and future value.
Example: A director may continue funding a project that is clearly failing because significant financial and human resources have already been allocated. This can lead to greater losses and divert resources from more promising initiatives, ultimately undermining strategic objectives.
Assests
In a corporate setting, a leader might be entrusted with overseeing a budget for a critical project. Here, the company's executives serve as stakeholders, risking valuable material assets with the expectation that the leader will manage the funds wisely to accomplish the project's objectives. The entrusted leader carries the responsibility to allocate the resources efficiently, thereby securing the trust that has been placed in them.
Time
When a leader is given the helm of a team to execute a project, each team member becomes a stakeholder investing their time. The team relies on the leader to efficiently manage timelines, delegate tasks appropriately, and guide the project to a successful completion. Time, once spent, cannot be recovered, and therefore the stakeholder's trust in the leader's time management skills becomes critical for collective success.
Reputation
In the business world, endorsing a new initiative or standing behind an innovative but untested service involves a risk to individual and corporate reputations. When a senior leader sponsors an initiative, they are putting their professional standing on the line, trusting that the initiative will succeed and reflect positively on them and the organization. A successful outcome can enhance their reputation, while failure can have the opposite effect, thereby emphasising the weight of the trust invested.
Career
Middle managers often stake their career prospects on the performance of their teams. If a manager selects an individual for a high-profile project and advocates for their capabilities to upper management, they are effectively risking their own career trajectory. They trust that the chosen team member will deliver exceptional results, thereby affirming the manager's judgment and possibly leading to career advancement for both parties.
Relationships
In organisational contexts, professional networks are an invaluable asset. When a leader facilitates introductions between a team member and industry contacts, perhaps to further a business opportunity, the leader is risking their professional relationships. It is imperative for the introduced team member to handle these interactions with the highest degree of professionalism. The leader trusts that their introduction will not only benefit the business but also add value to their existing relationships.
Projects
Leaders and stakeholders frequently juggle multiple projects and priorities concurrently. Assisting others can divert focus from one's own critical tasks, posing a risk to meeting deadlines or achieving deliverables. Similarly, when a stakeholder invests resources in you, the expectation is that you will effectively prioritize their concerns to yield successful outcomes. Failure to manage these reciprocal expectations can compromise both individual and collective priorities, affecting the trust within the professional relationship.
Monthly awards ceremony where both leadership and employees publicly acknowledge the achievements and contributions of their peers. By creating a stage for organic praise and endorsements to occur, leaders not only amplify their own capabilities but also build a culture that values authenticity and collective wisdom.
Leaders can leverage social proof through platforms such as LinkedIn or company websites where employees, peers, and mentors can provide testimonials. When visitors read positive reviews from multiple sources, the social proof is magnified, and the leader's credibility is bolstered. Importantly, these platforms also offer a space for leaders to reciprocate by endorsing others, which is key to fostering a culture of mutual respect and acknowledgment
Accept
Commit to the client's request without having the necessary authorization or budgetary approval. This choice risks promising an outcome Emily can't guarantee, potentially damaging her credibility and the company's reputation if the commitment cannot be fulfilled.
Accept
Be transparent with the client about her limitations in authorization and budget. She can propose an immediate plan within her scope and suggest a phased approach for the larger project, pending necessary approvals. This option maintains integrity and sets realistic expectations, while still demonstrating a proactive and solution-focused attitude.
The Importance of Consistency
When leaders make decisions that consistently reflect the organisation's values and goals, it creates a predictable and reliable environment. Employees and stakeholders can better anticipate decision outcomes, thereby reducing uncertainty and fostering a sense of stability. A consistent pattern in decision-making is highly valued, as it demonstrates a steadfast focus on an organisation's mission. A study from the Journal of Business Ethics emphasises that leadership consistency significantly influences organisational trust and commitment.
The Role of Trust
Trust is an invaluable asset for any leader. When leaders show a consistent track record in their decisions, they gain credibility. Trust is not merely about predictability; it's about making decisions that are coherent with what has been communicated as the organisational vision and objectives. Trust is earned when actions meet words, leading to a congruent leadership style that strengthens stakeholder confidence. According to the Harvard Business Review, trust in leadership is linked to organisational performance and employee satisfaction.
Long-Term Benefits
Consistency and trust go hand-in-hand to produce long-lasting benefits for an organisation. A consistent approach to decision-making that aligns with the organisation's objectives creates a foundation on which trust can be built and maintained. This trust, in turn, promotes a culture of openness, encourages constructive feedback, and fosters an environment where employees feel empowered to contribute meaningfully. These aspects contribute to increased morale, higher productivity, and ultimately, organisational success.
Feelings
Initiating dialogue by articulating one's emotions regarding a particular behaviour or situation sets the stage for a personalised connection. Expressing feelings calmly and precisely reflects a level of vulnerability that can significantly reduce defensiveness from the other party.
Behaviour
Here, a clear description of the specific behaviour that triggered the emotions is pivotal. Constructively discussing the actions or words of the other person facilitates a mutual understanding, which is conducive to a more productive conversation.
Impact
Delving into the potential or actual impact that the specified behaviour may have forms the final pillar. Highlighting the consequences assists in grasping the broader ramifications of the behaviour, thus promoting a shared understanding of the situation.
Interrupting
Imagine a strategy meeting where team members are discussing a new project. One member expresses concerns about potential risks, but the leader interrupts before they finish. This undermines the speaker’s contribution and discourages further input. Over time, such behaviour can erode trust and discourage open communication. It can lead to a culture where team members hesitate to share their opinions or ideas, fearing they will be cut off or ignored.
Referencing yourself
In a performance review meeting, a team member suggests a new way to improve a process. Instead of exploring the idea, the leader quickly talks about a similar project they managed in the past. This shift in focus discourages the team member and others from voicing their ideas in the future. The leader’s behaviour can create an environment where team members feel overshadowed and unimportant. Over time, this can stifle innovation and damage trust among team members, hurting overall team productivity and morale.