This article first appeared in the journal Organisations & People Vol 12 No 3, Aug. 2005, published by the Association for Management Education & Development (AMED), Cambridge, UK. AMED offers a website of development information, and access to further articles, at http://www.amed.org.uk
Building and maintaining trust requires both operational values and accountability-based management. Operational values establish desired and expected managerial practices which establish clear guides for decision-making and equally clear boundaries for behaviours.
Though some values may contain an element of aspiration and be intended to inspire, the values employees can believe in are those they see in action, and for which leaders are held to account.