The Importance of Keeping Promises and Managing Expectations Quiz

Building Trust in an Agency

• Trust in management is primarily based on the leader's ability to demonstrate competence, consistency, and fairness.
• The first step in building trust within an agency is to demonstrate a commitment to doing what is right, not just doing things right.
• Leadership begins with the heart, specifically with a leader's character, values, and vision.

Attributes of a Leader

• According to the U.S. Army's Field Manual 6-22, the most important attribute a leader must have is trustworthiness.
• Trustworthiness is the foundation of leadership, and without it, the leader's vision and direction will not be followed.

Consequences of Lack of Trust

• Without trust, an agency will experience a decline in morale, productivity, and job satisfaction.

Forming Opinions about Trust

• People form an opinion about whether someone can be trusted by observing their behavior, particularly in times of crisis or uncertainty.
• Trust can be compared to a fragile vase, once broken, it is difficult to repair.

Case Study: Santa Ana's Community Policing

• In the 1970s and 1980s, Santa Ana's community policing program resulted in a significant decrease in crime and an increase in community trust in the police department.
• The police department asked the community to call them anytime they had a problem, which helped to build trust and demonstrate a commitment to serving the community.
• The young officer was influenced to stay in the Santa Ana police agency because of the department's focus on building trust and serving the community.

Importance of Trust

• Trust is important in a relationship with a supervisor or manager because it allows for open communication, collaboration, and a sense of security.
• As Maya Angelou said, "I trust myself, and I trust others, and that's the key to a good relationship."
• Rich Karlgaard defines trust as "the lubricant that makes organizations go."
• When it comes to changing a course of action or commitment, one of the non-negotiable principles is to be transparent and communicate the reasons behind the change.

Maintaining Trust

• One of the easiest ways to maintain or regain the trust of your subordinates is to admit when you are wrong, take responsibility for your actions, and make amends.
• When it comes to learning from mistakes, one key principle is to own up to them, apologize, and take corrective action.

Leadership Principles

• It is important for leaders to be humble and considerate of others, as this helps to build trust and foster a positive work environment.

Test your knowledge on the importance of keeping promises and managing expectations in this quiz. Explore scenarios where changing course is necessary and learn how to effectively communicate with those affected. Enhance your understanding of non-negotiable principles and avoid setting unrealistic expectations.