The day-to-day behavior of managers nurtures or destroys a climate of trust and loyalty. Employees are constantly looking to determine the extent to which they should be on their guard in dealing with management. The more they perceive management as being threatening, the more time they will spend on their own emotional defenses. The more they perceive an atmosphere in which they can grow, the more they can devote emotionally to the job at hand.
Behavior that encourages trust
To develop feelings of trust, employees must feel that their supervisor is sincerely interested in their welfare, that their well-being will be taken into account as management strives to meet the objectives of the company, and that managers have the necessary skills and authority to meet these objectives.
Several types of managerial behavior can inspire that level of confidence on the part of the employees.
Encourage employees to express doubts, feelings, and concerns. In some companies, expressing doubt about a management course of action is liable to have that person labeled a traitor to the organization. In such an atmosphere, creative ideas are stifled.
Tell employees the reasons behind requests. When people understand why they are being asked to perform, rather than just told what to do, they feel that management has a greater respect for them as individuals. Consequently, they respect management more and perform better.
When something goes wrong, be more concerned about what happened and how to prevent it than finding and punishing the guilty party. This does not mean permitting or encouraging slackness. It does mean that the focus is on problem solving—including the participation of affected parties—rather than on assigning blame.
Encourage employees to come to you for assistance, while at the same time developing independent judgment on their part.
Be candid about the person to whom you are talking, but never gossip about anyone else. Managers are never off the record.
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