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Trusting Environments

All parties in information exchange must tell the truth as they perceive it. They must also ensure that information is correct. Credibility is any employee's greatest asset. A reputation for carelessness, lying, deceit, or manipulation undercuts all future messages. The result of credibility is trust; it underpins all human relationships. Employees have to believe their information sources. If, for example, at weekly meetings, the staff hears contradictory information about project plans, decisions, or salary, they will dis­miss all information because they cannot confidently choose which to believe. If one week they are told the start-up date is November 14, the next week November 20, and following week November 7, they will understandably dismiss all the information as not credible.
Repeated instances of passing such contradictory information will corrupt the integrity of the communication channel. People quickly dismiss information sources that prove to be wrong or untrustworthy. For the communication climate to remain open, the information must be true and the source trusted. Belief in the source's ability to convey accurate information and to follow through with appropriate action is thus essential in maintaining open communication.
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