Frances Frei: How to build (and rebuild) trust
Frances Frei is a professor of technology and operations management at the Harvard Business School. Full bio
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how to build and rebuild trust,
to trust one another more,
disparaging an employee?
a culture of bias, exclusion and worse?
than seriously addressing it?
leads to the loss of human life?
to going to an organization
and perhaps quite literally on fire.
that was written in the newspaper,
to the organization.
that had lost trust
that I should share.
version of us around every corner,
at breathtaking speed.
that a turnaround there
of their challenges.
I made a really big mistake.
to wearing an Uber T-shirt every day
was wearing an Uber T-shirt.
of wearing an Uber T-shirt.
are super well understood.
real rigor in my logic,
is directed towards you,
of these things are working,
to engender more trust tomorrow,
where trust wobbles for ourselves
prescription to overcome it.
to do together.
of whether or not you're here voluntarily?
that we're mostly in it for them,
that we're too self-distracted.
with so many demands on our time,
that takes real time.
we may not have that time.
it makes everything harder,
for empathy, and so it goes.
you are likely to withhold your empathy.
that gets us to look up,
in their perspectives,
a sturdy leg of empathy.
yet to be made,
empathy and trust in its presence.
to communicate the logic.
of your logic is at risk,
that our logic is sound,
the logic that is in jeopardy.
there's a very easy fix to this.
two ways to communicate in the world,
are known for two-by-twos --
two ways to communicate in the world,
you take us on a journey,
that has twists and turns
communicators in the world
in a crisp half-sentence,
will be able to get access
and snatching it from you.
and I find it to be the most vexing.
can sniff out in a moment,
is being their authentic true self.
the prescription is clear.
an authenticity wobble? Be you.
who are like you.
any sort of difference,
can be super challenging.
at every step of my career,
and tempted by coaching of others,
of representing difference
to hold back who we are,
we're less likely to get promoted,
until we are super depressed
of our senior leadership.
to our being our authentic selves.
people want to hear from you
your authentic, awesome self needs to say.
make it safe for us to be authentic
achieving greater excellence
What happened at Uber?
Uber was wobbling all over the place.
were all wobbling like crazy.
super quick fixes for two of the wobbles.
for people to be texting one another ...
in their perspectives
the hypergrowth of the organization
were getting promoted
that they had no business being in.
of executive education
of the quality of their logic,
of triangles, right-side up,
effectively with one another.
I'll say it's still mighty wobbly,
make Uber very different
I've seen in Silicon Valley and beyond.
to coach people to fit in.
that you were going to say,
when they say something
than what you were going to say.
how to celebrate difference
the best version of themselves forward,
I want my sons to grow up in.
to lock arms with you
in every corner of the globe.
ABOUT THE SPEAKERFrances Frei - Culture builder
Frances Frei is a professor of technology and operations management at the Harvard Business School.
Why you should listen
A professor at the Harvard Business School, Frances Frei formerly served as Uber's first SVP of leadership and strategy. Her work at Uber focused on building a world-class leadership team, fostering leadership at all levels of the organization and guiding the clear articulation of strategy and planning. Frei has been central to Uber’s cultural transformation.
Frei's research examines how leaders create the context for organizations and individuals to thrive. She is the best-selling author of Uncommon Service: How to Win by Putting Customers at the Core of Your Business. She received her PhD from the Wharton School.
Frances Frei | Speaker | TED.com