TITLE -- COPYRIGHT -- ABOUT THE AUTHOR -- CONTENTS -- DEDICATION -- CHAPTER I What Does Trust Mean? -- YOUR DEFINITION OF TRUST -- WHAT IS TRUST? -- A DEFINITION OF TRUST -- INTRGRITY -- BELIEF -- WHAT TRUST IS AND IS NOT -- TRUST MEANS BUSINESS -- CHAPTER II Foundations of Trust -- THREE FUNDAMENTAL INTERPRETATIONS -- INSTINCT -- PAST EXPRIENCE -- Trust and Service Recovery -- Turning a Problem into an Opportunity -- CURRENT EXPERIENCE -- Do the Messages Match? -- Orientation -- MUTUAL UNDERSTANDING -- CASE STUDY: Kokomo -- TIPS FOR WORKING ON A TEAM -- CHAPTER III Consruences of a Lack of Trust -- WHY PEOPLE DON'T TRUST -- WHAT HAPPENS WHEN YOU DON'T TRUST -- CONSEQUENCE #1: A LACK OF COMMITMENT -- COMMON RESPONSES TO "COMMITMENT AND TRUST" QUERIES -- CONSEQUENCE #2: LOWER EMPLOYEE SATISFACTION -- THE REVOLVING DOOR SYNDROME -- CONSEQUENCE #3: A LACK OF OPEN COMMUNICATION -- CASE STUDY: The Case of the Muddled Manager -- STEPS FOR IMPROVING SERVICE -- The Challenge to Cooperate -- "PROJECT TEAM" -- "Project Team" and Trust -- CONSEQUENCE #4: EMPTY WORDS AND UNREALISTIC IMAGES -- People-The Ultimate Computer -- MAKE PEOPLE YOUR MOST IMPORTANT ASSET! -- CHAPTER IV Three Steps for Encouraging Trust -- ACTION PLAN FOR ENCOURAGING TRUST -- STEP ONE: ASK FOR INPUT AND PUT IT TO USE -- Communicating with Team Members -- Communicating with Customers -- STEP TWO: DO WHAT YOU SAY YOU'LL DO -- Lead by Example -- STEP THREE: DELEGATE EFFECTIVELY -- SUMMARY.