Communication: Building Trust

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Editor's note: As the Laboratory embarks on developing and implementing improved strategic and business plans, the Daily Newsbulletin will provide information on the continuing development of those plans - particularly the communications initiative. Part of this effort includes communications tips designed to help improve daily communications with both internal and external audiences. The first communications tip is below.

Trust can only be demonstrated, not asserted. Successful trust-builders

• get out of the office and walk around. Recognize that they're on stage and people are watching.
• overcommunicate. Make personal contact and tell people what you know and what you don't know.
• share their vision. Tell people what you believe in and what is working.

What's not to understand?

Successful vision statements are accessible to every person in an organization, from top to bottom. The key to stating a strong vision is simplicity, words that are clear – what's not to understand.

The Ritz Carlton built its success as a bastion of customer service. Its secret? "Ladies and gentlemen serving ladies and gentlemen."