Monday, July 23, 2012

When Trust Breaks Down There are 5 Rules

Something happened. The details of what exactly happened doesn't really matter, in someone else's eyes you failed to deliver. It doesn’t even matter if it’s your fault or not. Your relationships hinge on how much you care about others. Overcoming breakdowns in trust and rebuilding the relationship is your largest networking opportunity. In the words of John Maxwell, author of The 21 Irrefutable Laws of Leadership, “People don’t care how much you know until they know how much you care.”

When you or your company makes a mistake follow these 5 rules:
  1. Speed - This rule underscores the other four rules. Relationships are perishable. Problems are like cancer. The quicker you act the more is preserved. 
  2. Understand - Use your empathic listening to fully understand the problem or issue. 
  3. Apologize - Saying that you’re sorry is an amazing elixir for healing. It doesn’t have to be your fault for you to express that you’re sorry. 
  4. Fix - Remediate the problem. 
  5. Confirm - Check-in to make sure that all is well and to see if you can be of additional assistance. 
We don’t always control what happens, but we do control how we respond. Many good relationships have been made great when a constituent experiences how much we care. If you want passionate advocates let your associates experience you at your best when the chips are down.

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