The Integrity Test

Integrity is a word that both business and individuals like to sell themselves on.  Their differentiating factor.  But what is Integrity?  Why do we value it so much?  Do YOU have it? How do you build Integrity?  And more importantly – How do you get it BACK if you lose it?

Cambridge Dictionary defines Integrity as “The quality of being honest and having strong moral principles that you refuse to change”.  Urban dictionary lists more literal interpretations – from ‘Doing the right thing even when nobody’s looking’ to ‘what nobody has on the internet!’ 

As each person’s perception of what constitutes moralistic behaviour differs - based on world view and belief systems, I prefer to use Honesty as the foundation for assessing Integrity.  When I think of integrity, I imagine a chair - or support beam on a building site.  It has the appearance of being able to hold you, but until you put it under pressure, you’re not going to be able to test it’s strength.  Does it hold up? Does it do what it has the appearance of being able to do – especially when put under pressure?

Integrity speaks to being able to RELY on and TRUST in.  At all times.  And in a world that is increasingly smoke and mirrors, the knowledge that someone or something has integrity affords us an element of control over the variables.  It allows us to make decisions we feel secure in.  It elicits trust.

Here I want to pause for a moment of self-reflection.  Do You have integrity?

Take the quick quiz below for your personal integrity rating.  Rate yourself from 1 – 10 with 1 being Never and 10 being Always.

1. Do you always tell the truth, even when it’s difficult?

2. Do you keep your promises and commitments?

3. Do you take responsibility for your actions, even when you make mistakes?

4. Do you treat others with respect, regardless of their status or background?

5. Do you avoid gossiping or speaking negatively about others behind their backs?

6. Do you stand up for what you believe is right, even if it’s unpopular?

7. Do you act consistently with your values and principles, even when no one is watching?

8. Do you admit when you don’t know something or when you’re wrong?

9. Do you give credit where it is due – avoid taking the credit for other’s ideas for yourself?

10. Are you totally honest on your taxes?

How did you score?...

You see, the thing with Integrity is that when our dishonesty or inability to be that which we purport to be becomes apparent, trust is lost.  And even though you may be demonstrating integrity in most parts of your life – all it takes is dishonesty in one area for our entire integrity to be called into question.  Just like with a long-haul truck that is solid and reliable, one flat tyre can de-rail the entire rig. And it doesn't matter how strong the rest of the truck is - you aren't going anywhere until that one tyre is fixed!

We see this most commonly with public figures.  A leader may have excelled in economic and social reform, but all it takes is a single image of that leader in a compromising situation to call into question their entire character.  The same principal applies to us in our business dealings and personal relationships. 

So – How do we build integrity?  And what do we do when trust is lost?

Building Integrity

1. Be Honest and Transparent:

·       Always tell the truth, even when it’s difficult.  Remember that truth is not grey.  Lies of omission are still lies  Truths that are a misdirection and leave the listener with the opposite impression to what really happened – they are lies too.

·       Be open about your intentions and actions.

1. Keep Your Promises:

·       Follow through on commitments and promises.

·       If you can’t keep a promise, communicate this as soon as possible and explain why.

1. Take Responsibility:

·       Own up to your mistakes and learn from them.

·       Avoid blaming others for your errors.

1. Treat Others with Respect:

·       Show respect to everyone, regardless of their status or background.

·       Listen actively and consider others’ perspectives.

1. Act Consistently with Your Values:

·       First and foremost – do you know what your business core values and your personal values and principles are.  If not, take the time to define and articulate them.  Write them down.  You may find it helpful to list in your personal values that you aspire to hold firm to in your phones notes.  Revisit it daily as a reminder – to set your compass for the day.

·       Ensure your actions align with your personal values and principles.

·       Make decisions based on what is right, not what is easy or beneficial to you.

Rebuilding Trust

One of the key factors to note is that when rebuilding trust it cannot be done from a base that is tinged with resentment or entitlement. In business and personal relationships, consider what your customer or stakeholder needs from YOU in this moment.  And listen. 

1. Acknowledge the Error:

·       Admit to the mistake or lapse in integrity without making excuses.   Trying to blame-shift or deny what you have done simply magnifies the lack of integrity demonstrated.  Owning what has happened earns you a level of respect – and saves a lot of time.

·       Show genuine remorse and understanding of the impact.

1. Communicate Openly:

·       Be transparent about what happened and why.

·       Keep lines of communication open to address any concerns.

1. Make Amends:

·       Take concrete steps to rectify the situation.  Offer and seek suggestions for avenues to make this happen.

·       Offer a sincere apology. 

1. Demonstrate Consistent Behaviour:

·       Consistency is key.  Act with integrity moving forward.  Trust takes time to rebuild.

·       Show through your actions that you are committed to change.

1. Seek Feedback:

·       Ask for feedback on how you can improve and rebuild trust.

·       Avoid being defensive.  Rather, be open to constructive criticism and use it to grow.

In reflecting on integrity in business, I am reminded of one of my first customers when I started my business.  I booked two staff on a job in Melbourne.    Neither of them showed up for the shift.  I took a call from the client a half hour before I was supposed to leave for my (surprise) birthday.  I was based in Sydney and had no local team members I could call upon.  It took me almost two hours (of calling in favours from friends) to get the shifts filled.  Were the staff exactly what the client had wanted?  No.  Had they been late to the shift?  Yes.  However, the efforts I had gone to rectify a bad situation laid the foundation for an ongoing relationship with this client - who continued to book through me for the next six years.

And so, we see that it is oft in the rebuilding of trust that a relationship is strengthened and bears greater fruit than if it had been untested.  In these moments there is the opportunity to demonstrate resilience, resourcefulness and commitment.  For as Alexander Pope said – To err is human, to forgive divine.