In my secular job I am part of a “Trust Team.” Our job is to identify behaviors which increase and decrease trust within the department – and then take steps to reduce the former and encourage the latter. Part of the exercise of this group has been to read through The Speed of Trust by Stephen R. Covey. Covey identifies 13 Behaviors which, when consistently done, increase trust in an organization or any social unit. In this post, I will attempt to see how these behaviors apply to church life, particularly to church leadership. The best I can do is sketch them out. I would be interested in your own experiences and insights in the comments below, or on Facebook.
#1 Talk Straight: “Tell the truth and leave the right impression” and balance it all with tact. Like many of the behaviors on the list, there’s a direct correlation to Scripture here: Speak the truth in love. This one easily applies to every personal interaction. Don’t be a jerk, but usually there’s no reason to beat around the bush. We build trust when we consistently talk straight. We undermine it when we code our words and force people to read between the lines.
#2 Demonstrate Respect: In other words, apply the Golden Rule. Christians have an additional theological basis for this. All people are created in the image of God. And, all believers have been equipped to build up the church. We respect others because of who they are, who they are in Christ, and because they have been gifted by God.
#3 Create Transparency: In regards to our finances– our books are open. In regards to our child protection policy – never a secret. If you want to know something that is going on at church, we’ll be as open as we can be.
#4 Right Wrongs: This means acknowledging failures, apologizing for them, and then making it right. There’s a powerful story told in our church. In the past – well before I arrived – the church was marred by conflict, particularly directed at a string of pastors with very short tenures. Then there was a season of healing wherein the remaining church members sought to make things right with those pastors with whom they had had conflict. This humility laid a foundation for greater love and unity.
#5 Show Loyalty: Covey gives two examples of showing loyalty: 1) Give credit to others whenever you can. 2) Speak about others as if they were present. This reminds me of the biblical model of conflict resolution in the church. In the case of conflict, go directly to the person with whom you have conflict. To smear them behind their back undermines trust not only with that person, but also with the person you’re smearing them to.
#6 Deliver Results: The first five behaviors focused on character – the foundation of trust – but Covey also argues the capabilities are necessary for there to be trust. The best way to prove that you have the capabilities to be trusted is to deliver results, to do what you say you are going to do, to accomplish your goal. It’s possible to be too results driven, but sometimes we forget that results still matter. We have a task to do and we should aim to be effective at that task.
#7 Get Better: I would submit that there’s a certain level of “godly discontent” that comes with leadership, even church leadership. Those who serve in the church should strive to hone their skills and their character. And the church as a whole can consistently ask the question – how can we better love God and our neighbors? It’s OK to acknowledge a gap between where you are and where you want to be.
#8 Confront Reality: Sometimes realities are hard to confront, but we need to do it. As a preacher, this means acknowledging head on hard passages of Scripture. Other times it may mean acknowledging difficult budgets or systemic sin. Christianity has all the tools necessary to handle the most difficult of realities. Jesus conquered sin and death!
#9 Clarify Expectations: I see a failure to clarify expectations consistently lead to failures in my engineering job, but this one applies to church work, too. It’s especially important when working with volunteers. Let them know what is expected of them, don’t leave them guessing. The same clarity is needed when constructing a shared vision, or giving applications in a sermon.
#10 Practice Accountability: Accountability is an important part of discipleship. Some people even have “accountability partners” or “accountability groups.” In regards to building trust, Covey stresses we need to hold ourselves and others accountable to poor results. We need to take responsibility for our actions, and hold people accountable for theirs.
#11 Listen First: Stephen Covey (the author’s father) is famous for saying – “Most people do not listen with the intent to understand; they listen with the intent to reply.” In relationships, being understood is essential for trust, it’s also essential for giving good counsel (in church life, giving spiritual counsel). Failure to listen – either by not asking questions, or asking only to reply – will undermine trust.
#12 Keep Commitments: Covey refers to this as the “Big Kahuna” of all the trust behaviors. I agree. Failure to keep commitment undermines trust and consistently keeping them builds trust. We need to be careful about what commitments we make, and then stick to them. As an aside, this applies to more than just leaders. If you want your leadership to trust you as a member, keep your commitments in the small things and watch how you get opportunities for the bigger things. If you consistently fail to keep commitments, don’t be surprised when more opportunities don’t come your way.
#13 Extend Trust: Extending trust to others – when it is wise to do – is a good way to build trust. Trust those who are in charge of the ministries you’re not in charge of are doing their best. To some degree, this is founded on the same principles as “demonstrate respect.”
A low trust church will be ineffective for the gospel, it will be too marred by internal conflict, or too busy managing the costs of the low trust environment. A high trust church will be freed up to work on the tasks at hand. Lord, help us pursue relationships based on trust, and foster that trust for your glory!