Melissa Eggleston
User Experience Researcher and Designer
Maya Israni
Digital Services Expert, United States Digital Service
Florence Kasule
Director Of Procurement, United States Digital Service
Owen Seely
User Experience Researcher and Designer, United States Digital Service
Andrea Schneider
Project Manager and Lead, United States Digital Service
Summary
Do you think you have great people skills? How do you know? Lots of us are never taught critical behaviors that build trust with others. In the government, trust is often the currency that helps build momentum and gets things done. In this panel with experienced professionals from the U.S. Digital Service and moderated by Melissa Eggleston, we will discuss what works well in building trust in government. You'll learn from past mistakes of others so you can avoid similar missteps. Get practical direction to improve your people skills with your team and all those partners you need on your side.
Key Insights
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People skills are crucial for building trust in government work.
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Empathy and kindness enhance relationship-building efforts.
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The 'trust equation' consists of credibility, reliability, intimacy, and a lack of self-orientation.
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Active listening is key to understanding the needs of others.
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Trust can be established through collaborative work and shared experiences.
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Delivering reliable results reinforces and builds trust over time.
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Experiencing different environments helps in adapting communication styles.
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Acknowledging one's limitations fosters a partnership mentality.
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In-person interactions can strengthen professional relationships.
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Maintaining relationships requires conscious effort, much like personal friendships.
Notable Quotes
"The effect you have on others is the most valuable currency there is."
"Trust is made up by four different variables: credibility, reliability, intimacy, and the absence of self-orientation."
"Listening with all of your senses is key to understanding needs."
"Building trust happens by laying down pieces brick by brick."
"Trust has been built through action, not just words."
"It's about understanding what people are interested in and concerned about."
"We aren't the experts in every piece of the space, and that’s okay."
"You have to recognize where you're lacking in your people skills."
"Delivery is trust; doing what you said you would do builds that reliability."
"Relationships require care and feeding just like friendships do."
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