Trust

A charitable mind-set assumes the best in other people. Mind-sets tend to become self-fulfilling prophecies. When you assume that people's stumbles are honest mistakes that come from a good place, you get farther with them during their victories. When you assume the worst of people, you get the worst from people. It's important that our managers maintain a charitable assumption about the people with whom they work and about the guests we serve. Doing so even when a mistake has been made gives employees the cance to react with integrity and to be accountable for their actions. (p. 206)

FEAR versus TRUST

Fear : them against us
----> Trust : us as a team, together and united

tyranny
---> collaboration

ruling
---> empowering

fleeting
---> enduring

selfish
---> giving

scarcity
---> abundance

closed
---> expressive

telling
---> listening

knowing
---> learning

cynical
---> hopefull

gatekeeper
---> agent

(p. 213)

Zie ook mijn bericht van 16 oktober 2007 en van 31 december 2007.