Credibility: It Can Make or Break You

Leadership means more than a title on one's door. It means having the trust and confidence of those who work for you; who work with you; and who buy from you. That trust and confidence is called credibility.

Credibility is the working asset in every relationship, both personal and business. People have credibility with each other or they don't. You can not buy it, trade for it, or even go on eBay for it.

Each leader begins with credits in his or her credibility bank account. That amount varies based on the leader's qualifications, reputation and personal style. Every day, deposits (positive experiences) and withdrawals (disappointments) are made into this account.

Do you know how to manage your credibility bank account --- your workplace and marketplace relationships? Here are 10 ways to build your worth and your success as a service leader.

1. Know thyself and others.
What might be a deposit to you may not be perceived by someone else as a deposit at all. It might be perceived as a withdrawal, if it does not touch the person's deep interests or needs.

2. Attend to the little things.
The little kindnesses and courtesies are important and make deposits. Small discourtesies can make large withdrawals. In relationships, the little things are the big things.

3. Clarify expectations.
Whether we are dealing with the question of who does what at work or who takes out the garbage, unclear expectations leads to misunderstanding and withdrawal of trust.

4. Have a strong, not a big, ego.
Leaders with strong egos are driven but humble confident but receptive to feedback. Leaders with big egos view themselves as bulletproof and avoid, bristle or ignore others' ideas and concerns.

5. Avoid the blame game.
When we err, as we will again and again, the best response is to ask: What went wrong? What could we have done differently? And then do what's necessary to fix the problem.

6. Apologize Sincerely.
Big deposits come in the sincere words: 'I was wrong.' 'I showed you no respect.' Sincere apologies make deposits. However repeated apologies, interpreted as insincere gestures, make withdrawals.

7. Be consistent.
Leaders inspire trust because they don't change horses or courses --- in mid stream. Why fight hard for something if you can't count on the leader to stick with it?

8. Do what you say you're going to do.
Credible leaders remember the promises they make, take the appropriate course of action, and let their staff know what's been done.

9. Pass the Carl Sandburg test.
Carl Sandburg was the champion of ordinary folks, the common men and women of the workplace. How are the rank and file treated in your organization? Character is revealed by how leaders treat those with limited power --- waiters, secretaries, tellers, etc.

10. Check your credibility periodically.
Ask yourself questions, like, "What could potentially jeopardize my credibility?" "What steps can I take to improve my credibility?" "What can I do each day to ensure that my credibility is maintained?" Service leadership is making sure you have more deposits than withdrawals in your credibility bank account.

Ask yourself questions, like, "What could potentially jeopardize my credibility?" "What steps can I take to improve my credibility?" "What can I do each day to ensure that my credibility is maintained?" Service leadership is making sure you have more deposits than withdrawals in your credibility bank account.

Here are resources to help you build powerful leaders and powerful organizations / have powerful leaders at all levels: Coaching 4 Results, Planning 4 Change, Speaking 4 Impact, W.O.W.W. Tools.

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