This is a repost to clean up false characters.

In the previous post on the foundation of trust I used initials ICICR as the prescription for trust - integrity, capabilities, intent, concern, and results. I chose integrity as the first ingredient.  Without integrity, all the capabilities, intent, concern, and results in the world will not matter.  We must first work on our integrity, our honesty.

Recent events caused many of us to review our trust in nearly every part of our life.  Politicians are convicted of dishonest acts.  Religious leaders caused may to reconsider faith in their religion.  Weapons in our schools caused anxiety for our children's safety.  Trust in our food vendors caused some to change their diets.

As Stephen M.R. Covey wrote in "Speed of Trust", integrity does not only mean honesty but also refers to leaving the right impression.  You can tell the truth yet leave people with the wrong impression.  Let's face it, as business leaders we live for impressions.  As an example, we might perceive ourselves as honest but we also might lead our customers and employees to believe otherwise.

"A person is not given integrity.  It results from the relentless pursuit of honesty at all times." - Proverb

Both Covey and Robert Bruce Shaw agree on consistency being fundamental to integrity.  Covey favors the word "congruent" but in reality and use, both words fit the thought.  Shaw best stated this fundamental in his book "Trust in the Balance" in the following terms:

• What we reveal to others reflects what we know


• What we say is aligned with how we behave


• Our behavior is consistent across situations


• Our behavior is consistent over time

"What we reveal to others reflects what we know."  How can we expect customers or employees to trust our organization if they do not understand what we know?  In the same light, letting people understand or believe we can do things we cannot is also a trust killer.  We must be clear about our services, relationships with employees, and avoid "fluffing" our organization.

"What we say is aligned with how we behave."  As business owners there are specific items in a contract or agreement understood by all parties.  Suppose we say we will clean up and area before leaving the job site.  If we fail to meet the agreement we may lose the trust of the customer or fellow employees.  Our employees were promised training on new equipment.  In the interest of saving money the boss decided to ignore training.  Employees finally determined how to make the equipment work, but the employees lost trust.  It can be that simple.

"Our behavior is consistent across situations."  If our behavior changes, then our customers and employees lose trust.  The results are customers and employees lost trust in our consistency and both wonder where they stand during change.

"Our behavior is consistent over time."  "Familiarity breeds contempt" from one of AESOP's Fables.  We all expect relationships to develop over time between employees and customers.  How we maintain our relationships can affect trust.  How we treat others is always a measure of trust and honesty.

All this boils down to honesty.  Honesty between our customers and employees is critical to consistency in business and life.  Think about these measures.  We all need improvement.  Honesty is a must for trust.