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Email: | Europe & Americas enquiries: +44 (207) 846 0016 | Asia Pacific enquiries: +852 3568 5361
Email: | Europe & Americas enquiries: +44 (207) 846 0016 | Asia Pacific enquiries: +852 3568 5361

Dwindling public and customer trust is back making headlines

An absence of trust

Reading the UK papers last week, it would be easy to conclude that trust in British institutions may have fallen to an all-time low. As the latest furore over banking bonuses was dying down, the Ellison report into potential corruption and the role of undercover police in the Stephen Lawrence murder inquiry took the issue of trust right back onto the front page. Met commissioner Sir Bernard Hogan-Howe told the media it was his duty to ensure “trust and confidence in the force”, just as Stephen’s father Neville Lawrence was saying he didn’t think he could trust the Police again. Meanwhile, amid stories of bullying at the BBC, director general Tony Hall acknowledged that public trust in the BBC had been weakened by among other things, the Saville scandal and huge pay-offs for departing executives. Lack of trust isn’t confined to the UK. The 2014 annual trust barometer compiled by PR agency Edelman, showed trust measured across government, business, media and NGOs in 25 countries falling again.

At Arcadia, we spend a great deal of time talking about trust with our clients. Trust is a critical component to leading and managing organisation and teams. All of interventions are tied to a model built on five critical capabilities; inspiring trust and building trust are attributes of three out of the five capabilities.

In trying to help our clients build or inspire trust, we use some tried-and-trusted models including Stephen Covey’s ‘emotional bank account’ and David Maister’s trust equation. If there’s any doubt about the criticality of trust, we pull out Patrick Lencioni’s dysfunctions of the team, where lack of trust comes top of the list.

Maybe it’s time that some of the institutions who are no longer trusted by their employees, customers or the public at large, look at some tried-and-tested interventions for tackling the issue.

If you are interested in hearing more about Arcadia’s model, we will be revealing all when we re-launch our website in April. If you just can’t wait drop us a line here.