Former General Electric CEO Jack Welch said this about trust: "You know it when you feel it." Trust is equivalent to confidence, and is critical to learning and change. By building trust, projects take less time, are less disruptive and more successful. This applies to any type of change within a firm, but is especially important to technology, where change is rapid and projects often cost more and take longer to complete than anticipated.

According to Stephen Covey in The Speed of Trust, "Trust always affects two outcomes -- speed and cost. When trust goes down, speed will also go down and cost will go up. When trust goes up, speed will also go up and costs will go down."

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