This document discusses the concept of an emotional bank account (EBA), which represents the level of trust built up in a relationship. An EBA has deposits, such as keeping promises, acts of kindness, loyalty, listening, and apologizing, as well as withdrawals like breaking promises, gossip, and arrogance. Maintaining an positive EBA requires regularly making deposits through honesty, empathy, keeping confidences, and giving sincere apologies when mistakes are made.

1. Welcome

2. The Voice
and Speed of
Trust
Ch.9

4. Emotional Bank Account

5. Emotional Bank Account

6. •An emotional bank account is a
metaphor that describes the
amount of trust that’s been built
up in a relationship
•It’s the feeling of safeness you
have with another human being.
•Do you have more deposits or
withdrawals?
Relationship/Emotional
Bank Account
Paradigms of Interdependence

7. Relationship/Emotional Bank Account
R/EBA Deposits
–Keep promises
–Do small acts of kindness
–Be loyal
–Listen
–Say you’re sorry
–Set clear expectations
R/EBA Withdrawals
Break promises
Keep to yourself
Gossip & break confidences
Don’t listen
Be arrogant
Set false expectations

8. • Listen
–One of the single
greatest deposits you
can make into
another’s EBA
–People need to be
listened to almost as
much as they need
food
Relationship/Emotional Bank Account

9. • Be Loyal
–Loyal people keep secrets
–Loyal people avoid gossip
–Loyal people stick up for others
Relationship/Emotional Bank Account

11. EBA-Major Deposits

12. EBA- Major Deposits

13. Activity
(with 5 Students)

14. EBA-Major Deposits

15. EBA-Major Deposits

16. EBA- Major Deposits

17. •Set clear expectations
–Build trust by being honest
about what you mean from the
beginning
•Avoid sending unclear messages
or implying something that is not
true or not likely to happen
EBA-Major Deposits

19. EBA- Major Deposits

20. • Apologizing sincerely when
you make a withdrawal
–Saying your sorry when you yell,
overreact or make a stupid mistake can
quickly restore an overdrawn bank
account
–It takes guts to say, “I was wrong,” “I
apologize,” or “I’m sorry”
–Don’t let pride stand in the way of
being able to get on in life and feeling
good about what you do
EBA- Major Deposits

22. GIVING AND RECEIVING FEEDBACK

23. GIVING AND RECEIVING FEEDBACK

24. GIVING AND RECEIVING FEEDBACK

29. EBA
Deposits

30. Short Task

31. Habit 4 Think Win-Win
Thanks

32. As my son, Stephen, says, “There is
nothing as fast as the speed of trust.” It’s
faster than anything you can think about.
It’s faster than the internet, for when
trust is present, mistakes are forgiven
and forgotten. Trust is the glue of life. It
is the glue that holds organizations,
cultures and relationships together.
The Speed of Trust

33. SEVERAL YEARS AGO
I was visiting with a friend who had recently
completed a major business project.
Finally, I’m learning that strong relationships require
real effort and sacrifice.
My real learning was that you could be deeply
committed to a marriage, love your spouse, live in
fidelity and loyalty toward one another, be
committed to raising your children, and still have
your relationship and trust deteriorate. You don’t
have to speak harsh, unkind words or be
disrespectful to hurt someone.
The Speed of Trust