To lead a digital transformation, CIOs and IT leaders must have the trust of their team. Randy Pennington has six tips for building trust.

Transformation in the business – digital, cultural or any other type – requires that employers trust their leaders. You are asking people to follow you into uncharted territory. Why would they do that if they don’t trust you? 

Most people, however, are reluctant to openly say that they don’t trust you. That doesn’t mean, however, that the trust you assume is actually present. For instance, statistics about employees not trusting their boss range from 25 percent to 87 percent depending on the study.

That means you must pay attention to the symptoms of mistrust before it creates so much friction that your transformation grinds to a halt.

Digital Transformation Requires Trust

You could be experiencing a lack of trust if any of the following are present among your team:

  • Withholding of information and selective communication
  • Low or diminishing commitment and engagement
  • Questioning goals, strategies, actions and decisions
  • Protecting their own self-interest at the expense of the team or organization
  • Acting inconsistently with the organization’s values and objectives

What can you do if you see evidence of these? Telling people that you value trust is a good start. In today’s world, however, everyone says that they value trust – even those who do so to hide their true intentions. Your best approach is earn rather than claim the trust you desire to influence others. The following six strategies are a great place to begin. 

Six Strategies for Building Trust 

  1. Follow through on commitments.
    Our research shows that a leader not doing what they said they would do is the number one behavior causing mistrust.

    If you can’t meet a promised deadline, tell people in advance. If you promise to follow-up with someone, make sure your sense of urgency matches theirs. If you don’t honor commitments, you won’t maintain trust.
  1. Communicate, communicate, and communicate.
    Communication is everything, and everything communicates. Talk straight, and talk often. Set clear expectations and create shared understanding about priorities. Be transparent unless there is a specific reason that isn’t possible. Tell people the truth rather than tailoring the message for your own benefit.

    Communication goes beyond talking. A reputation for listening and caring about what others are saying earns you immense credibility. 
  1. Get better at your job.
    Your team improves when you improve. More important, they trust more and question less in the face of uncertainty when they believe that you know what you are doing. The best leaders excel at providing direction, establishing priorities, and keeping the team focused on results. 
  1. Be consistent.
    In the absence of consistency, people naturally protect their own immediate interests even if it is detrimental to the team or project. When consistency is present—especially when combined with open communication—people tell you what you need to hear rather than what you want to hear. They are more confident, and they are focused on the work rather than looking over their shoulder to gauge your reaction.
  1. Be very clear about your values.
    The most difficult challenges we face are rarely the choice between a clear right and wrong. More often, the choice between competing values forces us into decisions between the better of two acceptable options, or the lesser of two poor ones. The clearer you are on your values, the more trust you will build. 
  1. Have their backs. 
    There will come a time when you must either stand up for your team or throw them under the bus. You will have an option to be an advocate for their success or allow them to flounder on their own.

    Your courage to stand up for the team is more important than the outcome of your efforts. Your team knows that you can’t control every decision or action. They, however, volunteer their respect and trust when you stand up for them regardless of the personal impact to you.

Mistrust turns minor problems into major challenges. It causes people to focus internally on protecting themselves rather than externally on transforming the business to meet marketplace demands. Most important, it creates a cancer that destroys any opportunity for building an organization that continually flourishes in the face of uncertainty and upheaval. 

What are you waiting for? Isn’t it time that you stopped getting in the way of your long-term success?

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