You can have all the facts and figures, all the supporting evidence, all the endorsement that you want, but if you don’t command trust, you won’t get anywhere. —NIALL FITZGERALD, FORMER CHAIRMAN, UNILEVER (Location 432)
In a high-trust relationship, you can say the wrong thing, and people will still get your meaning. In a low-trust relationship, you can be very measured, even precise, and they’ll still misinterpret you. (Location 472)
The moment there is suspicion about a person’s motives, everything he does becomes tainted. —MAHATMA GANDHI (Location 510)
we judge ourselves by our intentions and others by their behavior. This is why, as we’ll discuss later, one of the fastest ways to restore trust is to make and keep commitments—even very small commitments—to ourselves and to others. (Location 599)
Trust always affects two outcomes—speed and cost. When trust goes down, speed will also go down and costs will go up. ↓ Trust = ↓ Speed ↑ Cost (Location 609)