Here are some of my thoughts about this topic, and very shortly I’m going to be conducting a survey so everyone can feed the conversation!
Authenticity is one element that fosters trust, as does integrity (doing what you said you would do, when you said you would do it at the low end, holding an empowering context at the high end). I agree that having a vision (a future that is enrolling for followers) is critical, then the sustained execution that actually moves the organization toward that future, visibly, is important to sustaining trust.
The disappointment comes for followers when the gap widens between what is promised, and what develops. (Many a slip twixt the cup and the lip). And, with a company name of Accountability Pays, of course I would have to include accountability as very important; producing results you said you would produce, or being in communication and adjusting expectations.
But the essential ingredient that is not an acceptable “business term” that I believe needs to be present is love. When love (an open heart) is present, people listen for other peoples’ greatness. They are generous when mistakes are made. In other words, they allow for humanity when it creeps in, which it will always do. In my view, this intangible, contextual element (love) needs to flow in both directions, up and down, between a leader and his/her followers… there is that intangible link between two people that, when expectations are not met or promises are broken, hurts emotionally.
Because the feeling love is intangible and contextual, and usually is not included in the context of business, it isn’t addressed when damaged, causing damage beyond the damage that is visible and tangible. I think the presence of love as an ingredient in leadership is a missing conversation, and because it is such a large conversation — an elephant in the room — and because it means bringing feelings into the discussion — it is easier to leave it out than deal with it.
Love brings with it a level of engagement that is personal deeper than just getting results. It makes firing people for shrinking profits much more difficult, for example. And maybe it will always live in the background unspoken, but I see in my own experience as a coach that love is present when real leadership is present, which is paradoxically both more magnanimous and creates greater accountability. And love clearly fosters trust.
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