Page 48 - Everything I Know About Business I Learned

Everything I Know About Business I Learned at McDonald’s

members, one feature was the operators-only meeting held each
time the group convened. This format enabled operators to feel
comfortable talking among themselves, without the pressure or
the perceived threat of having any company people attend. It was
a great tool for airing out any issues or personality concerns with
McDonald’s key leadership group. And it worked. There was one
unique aspect. In the back of the room, at each session, sat Fred
Turner. Fred managed to gain the group’s trust, and they allowed
him to sit in the back of the room and listen and observe the pro-
ceedings. It was a total example of the trust and admiration that
Fred embodied for the group. He never spoke, and would only
question some of the participants during the break periods for
clarity purposes. He understood the unique bond and integrity he
was bestowed and had earned by the group and made sure to keep
that bond and relationship intact.

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Food for Thought

How Can You Gain a Group’s Trust?

• By your actions and deeds. Walk the talk. Model
your own personal integrity.
• By your understanding of your people and their
needs and concerns.
• By listening to your staff effectively and intently.
• By following up on your commitments and
obligations.
• By giving employees a larger role in decisions within their
areas of responsibility. Giving trust will be reciprocated.
• By being ready to defend your subordinates should
they be unfairly represented.