Globalization, virtual collaboration, and the rise of the project-based workforce have changed all the rules. Yet, amid all the upheaval, success revolves around a basic but elusive concept: credibility. So says Sandy Allgeier, a consultant, trainer, and facilitator who assists organizations in maximizing their human potential. Her new book, The Personal Credibility Factor: How to Get It, Keep It, and Get It Back (If You’ve Lost It) (FT Press, February 2009) examines what's necessary in order to stand out. “Whether you’re an employee, a leader, or an entrepreneur, personal credibility is truly a ‘magic bullet’ for success,” Allgeier says.
I recently caught up with Allgeier and asked her to discuss the elusive topic of credibility: what it is, how a person can get it, and how workers--including those in the 50+ category--can standout.
Q: Why is credibility so important? Has it changed with the advent of the Digital Age?
A: First – let me define credibility from my perspective. It is what we do-–and how we do it-–that causes others to trust, respect and believe in us. In today’s world, where it is becoming extremely difficult to trust our leaders and officials across the board, we are naturally becoming more cynical of everyone! The way we can and must set ourselves apart in a way that creates success is through our ability to demonstrate personal credibility. This is true for each of us as individuals, and it's also true for the organizations we work in!
The digital age has created increased challenges for credibility to be demonstrated. While we increase the volume of interactions we have daily with our cell phones, PDA’s, emails, texting, etcetera, we run a major risk of decreasing the value of the human interaction. Now technology is a fact of life. We just need to realize that every time we communicate--no matter what the medium--someone is reacting on the other end. Our words and tone matter. If we don’t have the type of relationship that has established trust over the long haul we can lose the opportunity to form a trusting relationship very quickly with the aid of technology! And, even with those long-term relationships, a misuse of technology through email or short, terse messages can so often be interpreted incorrectly. We operate at a fast pace today and we risk destroying our credibility every time we forget this important point.
Q: What are the biggest mistakes people make in regard to their credibility?
A: The biggest mistake is in failing to understand that our personal credibility is formed through daily actions and interactions. And, credibility has nothing to do with power or status--but rather how we handle ourselves in the way we live and work. It’s actually the little things in life. For example, not doing what you say you will do. Or, becoming involved in sharing information or gossip that isn’t productive. It’s also the tendency many of us have to form very quick opinions without weighing the information and thinking before we speak. In my book I refer to this as the ability to “suspend judgment” and I’ve seen that people who form a regular habit of doing this are those with less credibility problems and are more easily trusted.
Q: Obviously, we all have our blind spots. How can a person become aware of his or her shortcomings and mistakes?
A: I think that most of us know people who can help us figure out our “improvement areas” if we will ask. My advice is to think of two or three people who know you well, that you also trust and admire – and who have no agenda but to help you be your best. Then simply ask that person for input on how you can continue to improve at building your own personal credibility. Also, think about these people. What do they do that builds credibility every day? Are they great at following through on commitments as well as avoiding over commitment? Do they avoid gossip and criticism of others? Are they good listeners? Do they avoid exaggeration? Are they very authentic and easy to communicate with? All these and more are what build credibility every day.
Q: What sort of fallout and damage can result?
A: We see firsthand what happens to organizational or governmental leaders who lose personal credibility. Consider the issue of a candidate for a major government position who somehow manages to owe back taxes. How much can you trust this person? Or, how about large organizations that seek government bail-out dollars and then are not able to report how that money is being spent (or we learn how it is and it is a travesty!) We are becoming very cynical, and understandably so, about trusting key leaders. However, how much better are we on a personal level?
Damage to our credibility factor is usually a cumulative thing. For example, if we fail to do what we say we will do once, then no biggie. But, if we do it regularly, then we simply cannot be trusted to deliver on our commitments. Or, if we show up late for an appointment, usually that is not the end-all be-all to our credibility. On the other hand, if it is our pattern we are simply saying that we believe our time is more valuable than the other person’s. And when it is a repeated offense we are no longer credible when we make appointments. When we lose that credibility factor, others start to question us in all areas of our lives.
If we are unable to suspend judgment and objectively consider the other person’s perspective, we are very likely to say things that we may regret at some point. When we give our opinions in such a way that tells others “well, I’m right – you’re wrong (and maybe stupid!) – we simply cannot be trusted to be a person who will have meaningful, thoughtful conversations in the future. When this happens – the relationship often erodes. When that happens, life gets difficult--regardless of whether we are talking about personal or workplace relationships.
Q: How can a person improve his or her credibility?
A: First, it must matter to you that you are someone who is worthy of being trusted, respected, and believed by others. It begins with understanding that our personal credibility is built (or busted) every single day in how we live out our daily routines. We must understand, also, that personal credibility has absolutely nothing to do with power or authority, but rather with the ability to demonstrate that we can be trusted. In my book I talk about the 7 steps for building credibility. They are:
- Know your stuff.
- Keep commitments.
- Honor Confidences and avoid gossip.
- Know yourself–-the good, the bad, and the ugly.
- Choose to value others--the good, and even the bad and the ugly.
- Ask more and listen most.
- Create credible interactions.
Q: Is it possible to make some of these behavioral changes without professional help?
A: Goodness, yes! Professional help or coaches can do wonders, yes, but it is also very possible to create major change in ourselves if we really want to do it. Some of the most amazing people I’ve known had no access to professional help--but did choose to keep working at becoming the best person they could be. It is definitely possible!
Q: What are some of the key "credibility busters" people should pay the most attention to?
A: These are my top five:
- Failing to do what you say you will do.
- Speaking first, thinking second.
- Putting others down to pull yourself up.
- Casting blame vs. solving problems.
- Telling little white lies that morph into big hairy lies.
Q: What are the concerns for those in the 50+ category? What are their credibility issues and how can they overcome them?
A: Since I am firmly entrenched into the 50+ category I can think of one big issue. It involves technology and its use. Some of us have hesitated to get involved and educate ourselves on the latest technological forms of communication. Well, it’s a challenge to stay educated-–my gosh it changes every day! But, it is the reality of functioning in our world today. We will become obsolete if we try to live in a way that does not include technology--and this includes using PDA’s, text messaging, social networking sites, and other tools. Whether we like it or not, we need to keep changing and learning along with these techno-changes-–or we simply will not be viewed as credible by others who do.
Another concern is one I mentioned earlier. We run the risk of becoming cynics because it is becoming more and more difficult to trust organizational or governmental leaders. I am not suggesting that we shouldn’t be smart and discerning. But, at the same time, we really need to be able to trust others when it is earned. No real progress happens without it, and sometimes that means that we will need to step out on faith a little and make a choice to trust. The tough part, of course, is keeping our minds open so that we can use that discernment to make the right choices.
Q: Can these credibility issues affect other aspects of one's life?
A: They can and do affect all areas of our life. It’s because all areas of our life includes relationships. Healthy relationships are built on trust and respect. Our ability to demonstrate personal credibility is what builds those areas of trust and respect--no matter who or what we are talking about.
Q: What is the impact for someone who can "get it right" and achieve a high level of credibility?
A: Life is so much easier and so much more enjoyable. We are not constantly fighting to “prove” ourselves when others see us as credible and believable. We are able to gain trust and therefore we have greater influence on those around us. When we are seen as a credible person, others want us in their presence-–and see us as authentic and real. Pretenses are dropped, communication is increased, and frankly, we are much more likely to live a life of joy versus a life of struggle.
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