communication

The Trust Equation: “I don’t care what you know until I know that you care”

/ Susan Hendrich / Leave a comment

Trust: Unlock the Secrets of Human Connection

Trust is fundamental to our connection with others, underpinning every successful relationship, every thriving organization, and every meaningful interaction. Theodore Roosevelt is quoted as coining the phrase, “People don’t care what you know until they know that you care.”

If trust is the bedrock upon which all lasting success is built, how do we build it? How do we maintain it? How do we repair it? I’ve been reflecting on the brilliant work of David Maister, Charles Green, and Robert Galford in their book, “The Trusted Advisor,” and their powerful Trust Equation.

This Trust Equation offers a clear framework for understanding the components of trust.

  • T = Trustworthiness: The outcome we seek.
  • C = Credibility: Do people believe what I say? This isn’t just about technical expertise; it’s about being honest and complete, both intellectually and emotionally. It’s about demonstrating that I understand the facts, but also that I understand the human element.
  • R = Reliability: Do I do what I say I’ll do? It’s the consistent delivery, the repeated experience of promises kept. It’s the bedrock of dependability.
  • I = Intimacy: Can people feel safe sharing their vulnerabilities with me? This isn’t about romantic intimacy, but about emotional closeness and honesty. It’s about creating a space where people feel understood and valued.
  • S = Self-Orientation: This is the denominator, the factor that can erode trust most quickly. Am I focused on myself, or on serving others? Am I listening to understand, or to respond?

What strikes me most about this equation is its simplicity and its profound truth. It highlights that trust is multifaceted. I can be highly credible, but if I’m self-oriented, trust will suffer. I can be reliable, but if I lack intimacy, I’ll never build deep connections. I can be the most transparent (intimate) partner, but if I don’t do what I say I’ll do, trust is shattered.

Why this matters

In a world increasingly driven by transactional interactions, we are at risk of losing sight of the human element. We can forget that people don’t buy what you do; they buy why you do it. And they can only truly connect with your “why” when they trust you.

Think about the leaders you admire. They don’t just possess technical skills; they inspire trust. They are credible, reliable, intimate, and they put the needs of others before their own.

How can I apply this in my own life?

  • Focus on others: I must actively listen, ask open-ended questions, and genuinely care about the people I serve.
  • Be consistent: My actions must align with my words. I need to build a track record of reliability.
  • Be vulnerable: I need to share my own struggles and create a safe space for others to do the same.
  • Check my motives: Am I driven by a desire to serve, or by a desire for personal gain?

David Maister’s Trust Equation is a powerful reminder that building trust is an ongoing process. It requires conscious effort and a genuine commitment to serving others.

May we all strive to build organizations and relationships built on trust, where people feel valued, understood, and inspired. Because when we do, we create a world where everyone can thrive.

Want more? Check out this Trust Equation video from the THNK School of Leadership: https://www.youtube.com/watch?v=xXWDl0Vik48

The Audience Arc: A Balancing Act for Success

/ Susan Hendrich / Leave a comment

Master the balancing act of needs using the Audience Arc

In today’s dynamic business landscape, navigating an “audience arc” is crucial for driving high-impact initiatives. This arc applies to any scenario where you need to engage different levels of your organization. Regardless of your situation, there are three core entities to consider as your craft solutions for your customers:

  • The Enterprise: The overarching goals and vision of the organization.
  • The Team: The collective effort and expertise of your department or project group.
  • The Individuals: The unique perspectives and motivations of each person involved.

Now, here’s a powerful framework that can elevate your success:

The Balancing Act: Decisiveness with Context Meets Collaboration for Innovation

Part 1: Decisiveness/Smart Risk-Taking vs. Organizational Navigation/Collaboration

Effective leadership requires a delicate balance. On one hand, you need to be decisive and willing to take calculated risks. However, it’s equally important to navigate the organizational landscape effectively. Collaborative decision-making that considers various viewpoints can lead to stronger results and increased buy-in.

Part 2: Honoring the Past While Embracing the Future

Balancing Tradition with Innovation:

  • Past: Respect What’s Been Done Before: Building on past successes and learning from previous experiences is crucial. Ask yourself, “Has someone already tackled this challenge? Can we leverage their efforts?”
  • Future: Embrace Innovation and Learning: Don’t be afraid to break new ground and experiment. Every situation presents opportunities to learn and push the boundaries.

Conclusion: Mastering the Audience Arc

By understanding the audience arc, consistently creating delicate balance between decisiveness and collaboration, tradition and innovation, you can navigate your way to success in any situation. Winning strategies require considering all three entities – the enterprise, the team, and the individuals. Remember, it’s all about finding the sweet spot between calculated risks and well-coordinated execution. So go forth, analyze, diagnose, plan, and lead your team to high-impact success!

Get Your Personal Brand On: Communicate Your Unique Value in 8 words or less

/ Susan Hendrich / 1 Comment

Every day is a new chance to “ride the elevator” with someone who can change your life by opening a door to your next career opportunity. Are you ready for those few seconds? Do you have your personal brand defined? Can you deliver it in a single statement—-using 8 words or less?

If you yearn for that breakthrough moment that propels you toward your dreams, here is a simple act you can take: Imagine having a laser-focused personal branding message that not only captivates attention but compels action. Can you see yourself confidently sharing your passion, purpose, and value, leaving a lasting impact on anyone you meet? That’s the magic of a well-crafted Personal Brand Story.

To craft an effective personal brand story, follow these steps:

  1. Discover and Reflect: Name your strengths, values, skills, passions, and key experiences. Consider what makes you unique and what you’re truly passionate about. Reflect on your accomplishments and the impact you want to have. Answer questions like:
    • What do I excel at? What are my strengths?
    • What are my core values and beliefs?
    • What am I most passionate about in my work or life?
    • What problems can I solve or needs can I fulfill?
    • How have my experiences shaped who I am today?
  2. Define Your Value Proposition: Based on your self-reflection, identify the unique value you bring to the table. Consider how your strengths, skills, and passions align with the needs of your target audience. Your value proposition should succinctly answer questions like:
    • How can I contribute positively?
    • What benefits do I provide to others?
    • What sets me apart from others in my field?
  3. Craft your Statement: Now, it’s time to put it all together into a concise, high-impact statement. Your personal brand statement should be clear, authentic, and memorable. Here’s a formula to guide you:
    • Adjective + Noun + Action + Impact: Use an adjective to describe yourself, followed by a noun that represents your expertise or field. Then, add an action verb that highlights what you do, and finally, convey the impact or benefit you create.
    • Here are some examples:
      • Dynamic Marketing Strategist igniting brands for explosive growth
      • Expert Storytelling Coach unlocking confidence through onstage magic
      • Innovative Training Leader driving a high-impact learning culture
      • Creative Graphic Designer visualizing your best branding
  4. Edit and Refine: Write down multiple versions of your personal brand statement and refine them. Keep it concise, ideally in one sentence. Even better if you can get it to just a phrase or three words. Test it out on friends, mentors, or colleagues to gather feedback. Here’s mine:
    • Light Shiner: Building leaders by illuminating strengths
  5. Align with Authenticity: Your personal brand statement should authentically represent you and what you stand for. Make sure it resonates with who you are and how you want to be perceived.
  6. Adapt for Different Contexts: Tailor your personal brand statement for different situations. You might have a slightly different version for your LinkedIn profile, resume, elevator pitch, or networking events.
  7. Regularly Review and Update: As you grow and evolve, your personal brand statement may need adjustments. Regularly revisit and update it to ensure it remains aligned with your journey and aspirations.

Remember, your personal brand statement is a dynamic representation of your identity, strengths, and aspirations. It should communicate your unique value and leave a lasting impression on those who encounter it.

So, what’s it gonna be? Get your Brand On!

The Four Agreements: Unlocking Your Best Self

/ Susan Hendrich / Leave a comment

Sometimes a book can change your life. The Four Agreements, by Don miguel Ruiz changed mine.

This international bestseller takes less than an hour read, and provides a simple (not easy) roadmap for releasing long patterns of self-judgment, worry, and self-limiting beliefs.

The Four Agreements are:

  1. Be Impeccable With Your Word.
  2. Don’t Take Anything Personally.
  3. Don’t Make Assumptions.
  4. Always Do Your Best.

A few thoughts:

Carpe Momentum: Two tips to accelerate success

/ Susan Hendrich / 2 Comments

“I could be so successful, if only I had more time…”

Have you ever started the sentence, “If only I had more time…” then finished that sentence with realization that you would fill that extra time with more hassled, stressful tasks that would leave you even more exhausted than you already are?

Time, precious time

Author Harvey Mackay says that time is the one commodity that we can’t reproduce, alter, capture or revisit. We each have the same quantity of time on a given day, day after day. How we use that time makes all the difference.

Think about the Food Network television show, “Chopped,” where several chefs open a mystery box with a tiny window of time and a mission to create fabulous food fare. Invariably, one contestant groans as the clock runs out and Chef Ted shouts, “Time’s up!”  The contestant stares at the unfinished dish below and states as if it’s the first time this has ever happened, “I ran out of time” as their reason for not including all of the required ingredients on their plate, or for not cooking their dish to the judges’ satisfaction. Each chef had the same ingredients, the same cookingtimesup station, the same pantry, and the same amount of time. Why were the other chefs able to finish on time with the intended delicious outcome, while Joe/Jane Too-Late is standing with a raw slab of pork on the station?

So how to make the most of this precious, limited resource? How do super-successful time managers seem to breeze through tasks and still have time to show up at the kids’ soccer games or catch a concert in the park?  Continue reading →