The automatic trust is not there. Society says, “Show me,” “Be transparent,” and “Why should I believe you?” The world is much more critical. And if you go from this “trust me” to this “show me” world, then it is very important that the senior leaders are very good communicators.
—Jeroen van der Veer, retired CEO of Royal Dutch Shell,in an interview published by McKinsey Quarterly, July 20091
History has shown that we never know exactly when our actions and our words—our reputation—will be put under the microscope. But it will come. We will be tested, perhaps even more than once.
What we know for sure is that the microscope has a powerful lens. How we behave, in both expected and unexpected situations, is very closely watched. ...