Generating and sustaining trust . In a time when the new social contract makes the ties between organizations and their knowledge workers tenuous, trust becomes the emotional glue that can bond people to an organization. It is at the heart of any honest relationship. Candor is perhaps the most important component of trust. When we are truthful about our shortcomings, or acknowledge that we do not have all the answers, we earn the understanding and respect of others.
Exemplary leaders create a climate of candor.
Exemplary leaders create a climate of candor throughout their organizations. They understand that those closest to customers usually have the solutions but can do little unless a climate of candor allows problems to be discussed. Especially during times of change, exemplary leaders share information about what's going on in the organization, the industry, and the world. Without candor there can be no trust. And by building trust, leaders help create the reliability and consistency customers demand.