RISK ANALYSIS
In the spa business, it is important to remember that you have very discriminating and educated customers who are more likely to respond positively to an immediate solution. So, if an employee says“ that is not our policy” or“ I’ ll have to check with my manager,” that signals a low-trust environment to the customer.
P: How can leaders safely navigate between“ Smart Trust” and“ blind trust” to minimize the inherent risks of trust? L: Start with a desire to trust. That’ s the only way you can grow as a manager. So many managers have this mantra“ I could have done it better myself.” Maybe, but you can’ t do everything yourself so you have to have the desire to trust your employees.
LEADERSHIPTIP
“ Smart Trust” is a skill that you can learn and be better at. By looking at it as a skill, managers also recognize that they can teach“ Smart Trust” to their team.
Stephen M. R. Covey says the objective of“ Smart Trust” is to manage risk wisely. He suggests looking at three vital variables in analyzing risks:
OPPORTUNITY. Assessing an opportunity or situation is a matter of clearly identifying what you are entrusting someone with.
RISK. Evaluate the degree of risk involved:
● What are the possible outcomes?
● What is the likelihood of the outcomes?
● What are the importance and visibility of the outcomes?
CREDIBILITY. Extending trust is an act of faith— sometimes a leap of faith. In making that leap, it pays to exercise due diligence in ascertaining the credibility of the people or organization involved.
GET A FREE COPY of Greg Link’ s and Stephen M. R. Covey’ s Smart Trust. Send us your answer to the question: How are you showing“ Smart Trust” to your team? Pulse will pick three submissions that will receive a free copy of Smart Trust. Submissions will also be printed in Pulse. Email your response to ispa @ ispastaff. com.
May 2012 ■ PULSE 21