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PUBLIC MANAGEMENT | OCTOBER 2011

¡cma.org/pm

By John Hamm

D oyee perförtjjance

o your employees trust you? The brutal truth is: probably not. It may not be fair, and you may not want to hear it, but chances are that previous leaders or managers have poisoned the ground on which you're trying to build a successful organization. Make no mistake: unless you and all the leaders in your organization can gain the trust of employees, performance will suffer. And considering how tough it is to survive in today's economic environment, that's bad news for an organization. Why is trust so pivotal? Because it's a matter of human nature. When employees don't trust their leaders, they don't feel safe. And when they don't feel safe, they don't take risks. And where there is no risk taken, there is less innovation, less "going the extra mile," and, therefore, very little unexpected upside. Feeling safe is a primal human need. When that need isn't met, our natural response is to focus energy toward a showdown with the perceived threat. Our attention on whatever scares us increases until we either fight or run in the other direction, or until the threat diminishes on its own. Without trust, people respond with distraction, fear, and, at the extreme, paralysis. And that response is hidden inside organizational behaviors—sandbagging quotas, hedging on stretch goals, and avoiding accountability or commitment. Trustworthiness is the most noble and powerful of all the attributes of leadership. Leaders become trustworthy by building a track record of honesty, fairness, and integrity. For me, cultivating this trust isn't just a moral issue; it's a practical one. TVust is the currency you will need when the TAKEAWAYS time comes for you to make unreasonable > When employees don't performance demands on trust leaders, their your teams. And when creative energy will you're in

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