1. Trust VA Northern California Health Care System Kevin Kasnick, VANCHCS
8/30/2019
Trust VA Northern California Health Care System Kevin Kasnick, VANCHCS
8/30/2019

2. Resources Why Should the Boss Listen To You? by James E. Lukaszewski
Just Listen by Mark Goulston
StrengthsFinder 2.0 by Tom Rath
Insight by Tasha Eurich
7 Habits of Highly Effective People by Stephen R. Covey
Speed of Trust by Stephen M.R. Covey
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3. 8/30/2019
Trust or No Trust?
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4. Trust Who do you trust? Why? Who trusts you? Why?
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Trust
Who do you trust? Why?
Who trusts you? Why?
Why is trust relevant to YOU, today?
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5. Trust
Percentage of Students Who Admitted Cheating to get into Grad School:
Liberal Arts Students: 43%
Education Students: 52%
Medical Students: 63%
Law Students: 63%
Business Students: 75%
8/30/2019

6. Discussion Question
With a partner, identify what you see as characteristics of low or no trust. Have a real life example to share?
Low/No Trust Exercise
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7. Trust
In a small group, 1) come up with a definition of trust to share with the rest of the class.
2) How do you think Veterans we serve define trust?
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8. Trust Breakers An Overly Entitled Ego Unrestrained Emotions
Selfishness, Me Focused
Broken Commitments
Miscommunication
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9. Trust Breakers An Overly Entitled Ego Unrestrained Emotions
Selfish(ness) Ambition,
Over-delegation of Work
Favoritism, No Accountability
Breaking Commitments
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10. How do you restore trust that has been broken, damaged, ruined?
Discussion Question
How do you restore trust that has been broken, damaged, ruined?
What goes into the pill?
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11. Trust Then, with a partner, identify how many exact matches you had?
In 60 seconds, write down on your own as many words as you can that define trust.
Then, with a partner, identify how many exact matches you had?
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12. Trust: Character Integrity
Who You Are
Values, beliefs, words, actions in alignment
Walk the talk, keep commitments
Integer = Wholeness, Complete, Full Honesty
Your Speech defines and shapes your Integrity
Openness & Transparency
Courage – To Do the Right Thing
8/30/2019

13. Trust: Character Intent Your Agenda (not hidden)
Why We Do What We Do
Your Agenda (not hidden)
Reason(s) for what you do, Your Purpose
Your Motives: What Motivates You?
Plans, Vision for Yourself and Organization: Do these align with the VA mission?
In who’s best interest are you acting?
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14. Discussion Question
In your small group, share why you came to work at the VA? What was your intent then? Has it changed since? What is your intent now?
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15. Trust: Competence Capabilities
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Trust: Competence
Capabilities
Should align with our sense of purpose, which feeds our passion
Talents (What comes natural to you?) 2 exercises!
Attitude
Skills (or Abilities, Natural and Learned) & Strengths (Build up your strengths: Resource: StrengthsFinder 2.0)
Knowledge (Stay relevant)
Style (Interpersonal, also how you get things done)
Penmanship: write I have excellent penmanship with the hand you don’t normally write with.
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16. Competence (Start from the bottom going up) Unconsciously Competent
Consciously Incompetent
Unconsciously Incompetent
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17. Trust: Competence Results Track Record Performance Accomplishments
What Gets Done
Track Record
Performance
Accomplishments
Achievements
Contributions
Right Things Done the Right Way
Who do you know that delivers results?
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18. Discussion Question
In your small group, discuss: 1) How do you measure your personal results? 2) How do we measure results in the VA? 3) How do our veterans measure results? Are there differences?
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19. Trust Behavior 1: Talk Straight
Be Honest: tell the truth
Ask yourself the tough questions
Use simple language
Don’t manipulate the truth or facts
Don’t leave a false impression
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20. Trust Behavior 2: Demonstrate Respect
Appreciate the Value & Dignity of All
Treat every person/role with Respect!
Respect the position as well as the person
Be genuinely caring toward others
Respect through your actions and words
Respect is an attitude, a belief
Show kindness and caring
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21. Trust Behavior 3: Create Transparency
Declare your intent and your agenda
No gossip
Be real and genuine
Be open and authentic
Admit your mistakes publicly
Don’t cover things up
Share information, don’t hold on to it
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22. Trust Behavior 4: Right Wrongs
Make things right
Apologize fast, don’t wait (in person is best)
Make restitution when possible
Don’t wait until forced to fix mistakes
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23. Trust Behavior 5: Show Loyalty
Give credit to others often; acknowledge the contributions of others; take action
Speak of others as if they’re in front of you
When talking about others, check your intent
Speak well of others, no gossip
Keep information confidential, no disclosures
When things go wrong, look at yourself 1st
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24. Trust Behavior 6: Deliver Results
Establish a track record of results
Do it right the first time
Accomplish the work you are hired to do
Be on time or ahead of time
Don’t overpromise and under deliver
No excuses
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25. Trust Behavior 7: Get Better
Continuously improve systems, processes
Increase your capabilities
Be a continual learner
Seek out feedback and value it
Don’t reject feedback or the messenger
Your knowledge today may not matter tomorrow – keep up your knowledge base
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26. Trust Behavior 8: Confront Reality
Deal with any fears you have first
Find the courage to deal with the tough issues
Address tough issues directly
Acknowledge the unspeakable
Confront the reality with humility
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27. Trust Behavior 9: Clarify Expectations
Identify and communicate your expectations
Talk about them; don’t assume they’re shared or understood
Renegotiate expectations as needed
Don’t violate expectations, renegotiate or communicate first with key stakeholders
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28. Trust Behavior 10: Practice Accountability
Hold yourself accountable
Be responsible for your results: good & bad
Don’t avoid responsibilities
Don’t blame others when things go wrong
Look at yourself, your team first
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29. Trust Behavior 11: Listen First
Listen with your eyes, ears and heart
Listen before you speak, judge
Understand and Empathize
Find out what is important to others
Do not assume you know what is important to others – ASK them
You don’t have to have all the answers
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30. Trust Behavior 12: Keep Commitments
Think before you commit, commit carefully
Say what you are going to do, then do it:
That’s keeping your commitments
Do not break a confidence
Don’t blame others for commitments you have not kept
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31. Trust Behavior 13: Extend Trust
Be willing to trust others
Evaluate the credibility and risk of others
Trust others who have earned it
Extend trust conditionally to those who need to earn trust
Take calculated risks, not blind risks
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32. Case Studies
Apply the 13 Behaviors to your Case Study
Which of the 13 Behaviors would you use, 4-6, in the order you would select, to address the person in this situation?
8/30/2019

33. VA Northern California
8/30/2019
Trust
Kevin Kasnick
VA Northern California
Health Care System
8/30/2019