Credibility

What Is It?

Success If trust is eroding, stop to stabilize the situation and then move forward. This may make you crazy, but it is better than spinning your wheels in place.

Credibility is earned through an open, honest process which produces relevant results. Without credibility, no one is going to take you seriously. People will not participate or they may attempt to sabotage your process. A process that follows the primary rules for success will build trust and acceptability for your actions. Credibility means that participants:

• Take your word at face value
• Understand your role in the decision process
• Believe that you will do what you say you will do
• Understand how you got your data
• Trust you to analyze the data objectively

Getting It

Create and maintain credibility by:

• Involving others to find answers.
• Being willing to consider all questions.
• Being an equal opportunity data handler (i.e. share information with everyone).
• Being the most complete and reliable source of information--especially bad news!
• Not limiting information access unless absolutely necessary. Release information on request. (At the very least, explain what is confidential and why. The public automatically assumes the worst--an assumption nearly impossible to dislodge.)
• Telling people quickly when things change.
• Openly discussing issue and problems will defuse public speculation about myth-truths and enhance trust and credibility.

Losing It

The fastest ways to lose credibility include:

Pitfalls Losing credibility is easy--getting it back is nearly impossible.

• Ignoring the need for analyses and clarifying underlying assumptions
• Keeping to a rigid schedule instead of taking time to resolve conflicts
• Assuming everyone understands issues and needs
• Excluding publics and not responding to comments
• Being arbitrary about anything
• Ignoring cultural differences

Go On

Helpful Hints TourCommunication <------> Participants

Path Builders

Communication