NewsLine - December 2011 - (Page 10)

Regaining Trust By Richard Maxwell I n his wonderful book, The Five Dysfunctions of a Team, author Pat Lencioni posits that great team work begins (and ends) with trust. It is a lack of trust that kills most teams for everything else is built on a foundation of trust. I would add that most any relationship, whether in your business or personal life, rests on that same foundation. So what do you do when trust has been broken? Is it possible to rebuild trust after you have broken it? The short answer is “yes, it is possible,” but it takes a lot of personal courage and an unwavering commitment to right the wrong that broke the trust. Here are five things you can do to help rebuild trust: 1. When you make a mistake, own it the minute you realize something is not right. This is the first step in accepting personal accountability for what is wrong. And this step is internal—it takes place in your own mind and heart. 2. Take responsibility for your mistake. You own it in your mind, now own it outright with a verbal statement beginning with the word “I.” It is hard to forgive an inanimate object like a corporation or a business. But when a person in leadership steps up, owns the problem, and then speaks to it, the chance for forgiveness down the line improves markedly. 3. As you accept, publically, your own accountability, vow to make it right. Whenever you can, be specific about what you intend to do and then do it. And as you move forward, make it your business to keep people informed as to what you are doing along the way in order to regain their trust. 4. Re-define expectations. Let people know exactly what they can expect from you as you move forward—and then keep them 10 NewsLine

Table of Contents for the Digital Edition of NewsLine - December 2011

Working With Modern Families
A Message From Don
Regaining Trust
Need Compliance Answers? (display ad)
Hospice in the Continuum
New Community Assessment Tool
The Voice of NCHPP
Helping the Person With Intellectual Disabilities Grieve
Bereavement Professional Monthly Chats
Recruiting Problems? HMR (display ad)
We Earned Our Merit Badge in Efficiency (display ad)
NHPCO Honors Hospice Service
Are POLST Registries Part of Our Future?
Virtual Conference for Volunteers and Volunteer Managers
Winning Entries from 2011 Creative Arts Contest
Delta Care Rx (display ad)
Member News and Notes
Regulatory Tip of the Month
Educational Offerings
A New Way to Support Hospice
FHSSA Newsletter

NewsLine - December 2011