The Trust Edge: How Top Leaders Gain Faster Results, Deeper Relationships, and a Stronger Bottom Line (David Horsager, 2011)

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  • Trust: do what is right, deliver what is promised, to be the same every time regardless of the circumstances
  • MIstrust doubles the cost of doing business as when trust is low, the cost is high
  •  ↑ Trust - output, morale, retention, productivity, innovation, loyalty, revenue
     ↓ Trust - costs, problems, skepticism, attrition, time to market, stress
  • Clarity: vision and purpose, expectations and communications, daily tasks
    • Bill Gates: The vision is really about empowering workers, giving them all the information about what’s going on so they can do a lot more than they’ve done in the past
  • Compassion: Listen, Appreciate, Wake up, Serve others
  • Character: humility, principles, intention, self-discipline, accountability
    • Do the right thing when no one is watching and you will create the habit when people are
    • Do what needs to be done, when it needs to be done, whether you feel like it or not
  • Competency: unless you humble yourself to new ideas, you will become stagnant
  • Commitment: deflecting blame is no way to build trust
    • Take personal responsibility and spread praise
  • Connection: The secret and irresistible quality of magnetic people is that they are grateful
  • Contribution: attention, resources, time, opportunity, help
    • Motivate contribution: example, expectations, education, encouragement, empower, extending trust
    • Difference-Making Actions (DMA): send 20 thank you note, make 40 calls a day
  • Consistency: you will never get one big chance to be trusted in your life; you will get thousands of small ones
    • Just one inconsistency can change people’s perspective
  • Plant new seeds when rebuilding trust
  • Global interaction: be humble, teachable, observant, research, listening, quiet, thankful


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