BUILDING AND MANAGING TRUST : A SIMULATION

DRIVEN GAMIFIED APPROACH

Agenda: 4 Key Questions

Why is Trust crucial?

Building Trust Where to Focus

Why Simulation Based Approach?

What to look for in Simulations?

Key Question 1: Why is Trust Crucial?

Trust Fact #1

Trust Leaders (High-Trust Companies) are 2 ½ times more likely to be High Performing Organizations relative to revenue than are Trust Laggards.

Source: http://interactionassociates.com/sites/default/files/research_items/Trust%20Report_2014_15IA_0.pdf

Trust Fact #2

Trust Leaders prioritize innovation, and are more likely than other companies to be innovative.

Source: http://interactionassociates.com/sites/default/files/research_items/Trust%20Report_2014_15IA_0.pdf

Why is Trust Crucial?

• VUCA World

• Knowledge is accessible

• Relationships are the differentiators today

• Trust is the foundation of a successful long term association

Source: http://interactionassociates.com/sites/default/files/research_items/Trust%20Report_2014_15IA_0.pdf

Key Question 2: Trust - Where to Focus?

Building Trust: Where to Focus?

T = C + R + I

S

Social Styles

Trust Equation

Understanding Social Styles

Why Social Styles?

Establishing a connect by flexing your social styles if the first step in building trust. But how to flex?

Understanding Trust Equation

Credibility: How honest are you?

What can I do to enhance my credibility?

• Share your expertise and make it relevant to the client’s situation

• Do not over-state or stretch your credentials

• Do not hide difficult situations

• Give credit to those who deserve it

• Share your opinion even if it may not be popular

T = C + R + I

S

Understanding Trust Equation

Reliability is based on congruence of your words & actions

What can I do to increase my reliability?

• Make promises & keep them – or notify your client as soon as you know a commitment cannot be met & offer a solution

• Establish a routine and rhythm to your relationship & make regular connections

• Be consistent

• Clarify milestones & deliverables

T = C + R + I

S

Understanding Trust Equation

Intimacy is created by sharing what we see, feel, or think about something

What can I do to increase intimacy?

• Actively listen to the client and focus on understanding what is being said

• Call client just to touch base – no agenda items

• Be yourself-Share interesting tit bits

• Always respect confidential information

T = C + R + I

S

Understanding Trust Equation

Low self-orientation increases trust

What can I do to lower my self-orientation?

• Ask the client to talk about what is behind an issue and use open-ended questions

• Don’t give answers & solutions until you have fully listened to the client’s interests

• Listen to the client without distractions – no texting, phone off, frequent eye-contact

• Learn to tell the client’s story before your own

T = C + R + I

S

Key Question 3: Why Simulation Based Approach?

Simulations Approach: Advantages

• Softer aspects are best learnt by doing

• Trust is costly

• Safe Learning Environment

• Reflects the reality of the VUCA world

• Complex Algorithms to challenge participants progressively

• Ample data points to monitor behavior of participants

• Detailed Analytics / Action Reports

• Engagement of gamification

Assessments

Development

Recruitment

Performance Mgmt.

Key Question 4: What to Look for in Simulations?

Simulations Approach: What to Look For?

Your Credibility Score:

Your Reliability Score:

Your Intimacy Score:

Your Self Orientation Score:

72

50

89

75

Your Strengths

Your Weakness

Intimacy, Credibility

High Self Orientation

Accurate Reports: Page 1

Simulations Approach: What to Look For?

Your Social Style

Your Flexing Score:

Driver

50

Remarks You need to flex your style better to establish a connect

Accurate Reports: Page 2

Your Assertiveness Score 72

Your Orientation Score 72

Overall Trust Score 54

Simulations Approach: What to Look For?

You need reduce your self orientation

Ways to reduce self orientation

You need to work on flexing social styles

Action Points

Ways to flex social styles better

Questions

Thank you!