Recover your credibility

Jul 3 2012

By Dr. Prasad Kaipa

Not long ago, I called a friend of mine who had promised to help me with a project. He was very sincere when he offered his help, so I assumed that he would return my phone call soon enough for me to get on with the next steps.

After two more messages and a conversation, I realized that he had moved on and did not have time or inclination to work on the project anymore. When I mentioned this disappointment to my family, my children reminded me that I don't always keep my word to them. My inability to quickly return their phone calls, to be on time to meet with them, or to get ready on time when we are going for family outings are a few of the circumstances where I failed to keep my word. Ultimately, how can I feel disappointed about somebody else not keeping their word if I can't even keep my own?

This situation got me thinking. When I grew up in India, my grandparents used to talk about integrity and how it builds character. In their terms, integrity is deeply connected to a Sanskrit word called, "Trikarana Suddhi." This word means alignment between one's words, actions and feelings. My grandparents also used to say that you cannot take back a word once it is spoken. It is no longer simply a thought inside your head; it's now out in the world, shaping your reputation.

When your words and actions don't align, you have fallen into the Credibility Gap. When you have a credibility gap at your workplace, it is damaging to your reputation and to your career. And if you're in a leadership or customer service role, your credibility gap could be hurting your company.

The key question is: do your actions — not just your words or your intentions — reflect the values you stand for? For an example of this at the company level, let us look at the Container Store. I (along with my colleague Navi Radjou) recently had an opportunity to interview their Chairman and CEO, Kip Tindell. He was sharing how he walks the talk about putting employees first. "If you take care of your employees, they'll take care of the customers — and that will take care of your shareholders. So we invest heavily in our employees. Our sales staff receives 240 hours of training; the industry average is eight. We offer health care coverage to part-timers, and we offer what we call 'mom-and-pop shifts' that allow parents to drop off and pick up their children," Tindell explained. The more your actions, words, and values are aligned, the smaller your credibility gap will be.

Bridging the credibility gap takes time and effort, and it is much easier to lose credibility than to gain it back. You need actions, not just words. For example, Apple has been accused of not paying sufficient attention to labor, health, and environmental issues when it comes to its overseas suppliers. Recently, Apple joined The Fair Labor Association and posted its 2012 suppliers list. Tim Cook went to China and is attempting to resolve the issue instead of making it go away through PR statements. For an individual, the same principle applies: values, words, and actions must align for your reputation to be rebuilt in the world.

The most effective way to start bridging the credibility gap is to be more aware of what you say. Think through whether your words might be perceived as promises. Eg, "I'll call you next week," "I'll get back to your proposal soon," or "I'll send the check by end of this month." These seem like the kind of things we are all guilty of over-promising and under-delivering. Create a system to keep track of those promises. If you make a promise in the heat of the moment, or if you do not have the resources to follow through with your word, don't avoid the issue — explicitly seek forgiveness. By acknowledging that you made a promise you couldn't keep, you actually make yourself more credible.

Wise leaders reflect on their credibility with questions like:

•Am I saying something that implies a promise? What are the odds I can or will actually follow through?
•How can I articulate my ideas and concerns in such a way as to not raise false expectations?
•What kind of credibility do I currently have with my family, my organization, and my community? What kind of credibility do I want?
•Where or with whom do I have special difficulty bridging my credibility gap?
•Who can support me in keeping my word?

How are you minding your credibility gap? What is working and what is missing?

Dr. Kaipa is Executive Director, Center for Leadership, Innovation and Change (CLIC) at Indian School of Business. He is engaged in working with CEOs and senior executives in advisory and coaching capacity for past 19 years. His website is http://www.prasadkaipa.com. You may follow him on Twitter by clicking here.
This article is re-posted here with kind permission from Dr. Kaipa. It oirginally appeared at Harvard Business Review blog

Reply to comment | The Tripura Foundation

This design is incredible! You most certainly know how to keep a reader
amused. Between your wit and your videos, I was almost moved to
start my own blog (well, almost...HaHa!) Fantastic job.

I really enjoyed what you had to say, and more than that, how
you presented it. Too cool!

Here is my web blog; Grand Rapids Criminal Defense Attorney

Reply to comment | The Tripura Foundation

When I originally commented I seem to have clicked the -Notify me when new comments are added-
checkbox and from now on whenever a comment is added I
get four emails with the same comment. Perhaps there is a way
you can remove me from that service? Appreciate it!

My blog post take online surveys

Reply to comment | The Tripura Foundation

Victoria Beckham seems to have been inspired by that
surreal ad campaign she did for Marc Jacobs - you know, the one with her hiding in a paper bag - for her
own Victoria Beckham dress collection launch video. The clip is set in a gorgeous house, with the models attempting to hide themselves by crawling
under couches and behind dressers, or donning a lampshade on their
head. Victoria even makes a brief appearance in the
strangely bemusing ad..
cheap lv
sitemap
www.lapopottedannecharlotte.com/tag/tartne/
doudoune moncler france
moncler baby outlet online

My webpage ... louis vuitton fashion jewelry uk (Antonio)

Reply to comment | The Tripura Foundation

Can you tell us more about this? I'd care to find outt solme additional information.

my blog post: comment pirater un Compte Facebook avec cmd

Reply to comment | The Tripura Foundation

I taoe plezsure in, lead to I found just what I was takking a loik for.
You've ended my 4 day long hunt! God Bless you
man. Have a great day. Bye

My web-site :: comment pirater un compte facebook gratuitement 2013

Reply to comment | The Tripura Foundation

Wow, incredible blog layout! How long have you been blogging
for? you make blogging look easy. The overall look of your site is magnificent, as well as the content!

Also visit my website; Directorio de Ginecologos y Pediatras en Ciudad de
Mexico (youtube.com)

Reply to comment | The Tripura Foundation

Very shortly this web page will be famous among
all blog viewers, due to it's nice posts

Feel free to surf to my web site - Flower Shop In Joliet

Reply to comment | The Tripura Foundation

My mil said, "I don't know why he killed himself, he was a dentist and dentists are rich." Um, just b/c you are rich,
it doesn't mean that you are happy, BUT my mil doesn't get that.

She is always telling us that if she had more $ (btw, she is well off, it's not like she is poor,
she drives a lexus and lives in an expensive neighborhood, obviously, "rich" enough
to live next to a dentist), it would solve all of her problems.

She is very superficial about looks and brands.
http://www.george-monoux.ac.uk/maria/cheaplv.asp#cheap lv
http://www.crossgatelanes.com/leagues/cheapmoncler/sitemap.asp#sitemap

Reply to comment | The Tripura Foundation

This design is spectacular! You obviously know how to keep a reader entertained.
Betweeen your wit and your videos, I was almost moved to start my own blog (well, almost...HaHa!) Great
job. I really enjoyed what you haad to say, and more than that, how
you presented it. Too cool!

My blog: social anxiety disorder in children

Reply to comment | The Tripura Foundation

I doo not even know how I ended up here, but I thought this post was great.
I don't know who you are but definitely you are going to a famous blogger if you aren't already ;) Cheers!

My webpage: patio designs

Reply to comment | The Tripura Foundation

Hey there! I know this is kinda off topic however I'd figured I'd ask.
Would you be interested in trading links or maybe guest authoring
a blog article or vice-versa? My blog discusses a lot of the same subjects as yours and I feel we could
greatly benefit from each other. If you happen to be interested
feel free to shoot me an e-mail. I look forward to hearing from
you! Excellent blog by the way!

Here is my web blog ... tricycle for kids

Reply to comment | The Tripura Foundation

I always used to read paragraph in news papers
but now as I am a user of internet therefore from
now I am using net for content, thanks get paid to do surveys web.

Reply to comment | The Tripura Foundation

Way cool! Some very valid points! I appreciate you penning this post plus the rest
of the site is really good.

Feel free to surf to my site ... google api example

Reply to comment | The Tripura Foundation

Pretty great post. I simply stumbled upon your
blog and wanted to mention that I've really enjoyed surfing around your blog posts.
After all I will be subscribing to your feed and I hope you write again very soon!

Review my web-site; acid reflux medications (Calvin)

Reply to comment | The Tripura Foundation

Grest beat ! I wish to apprentice whilst you amend your site, how
could i subscribe for a weblog webb site? The account helped mme
a applicable deal. I had been tiny bit familiar of this your broadcast offered shiny clear concept

Feel ree too surf to my web blog Acne treatments

Reply to comment | The Tripura Foundation

Transition or sequence creates visual motion in landscape design. You may want to
include a vegetable garden in your landscaping plan. With its thick, glossy needles and
dense, upward-reaching branches, the yew is useful as both
a shrub and tree.

My page ideas4landscaping

Reply to comment | The Tripura Foundation

First book in the architecture. For example, if dental education for patients the contractor understands yohr needs well for you.

So, Richard, says Melissa Paulson, owner of the Kuma installation are
darkened and infused with delicate aromas: hiunoki trees a
Cypress native to Japan in 1979 and viewed as music.

Also visit my web blog: dental education for prschoolers (Norma)

Fifa 16 Coin Fifa Points and Players Hack Online Generator

Fifa 16 Coin Fifa Points and Players from our website:

http://bit.ly/1Qh74Ec
FIFA 16 HACK GENERATOR

How To Use It:
1. Select your Platform
2. Enter EA Email or your Origin username.
3. Select your items
4. GENERATE NOW
6. PROVE HUMANITY!
7. Check your Fifa 16 account for the Coins and Fifa Points.