Expedia Group Trust Behaviour

Trust Behaviour

1 Start With Me
Definition:
Being authentic and self-aware. Demonstrating
integrity and humility. Holding yourself
accountable. Allowing yourself to be vulnerable.
Taking ownership and initiative. Being mindful of
your emotional wake.
Falling short:
Doing just what you have to and no more.
Rejecting or ignoring challenging feedback. Being
arrogant or boastful. Being more worried about
looking good, being right or being in control.
Shaming and blaming others. Saying: “Not my
fault. Not my responsibility. Not my problem.”
Things to do:
o Look for opportunities to trust others.
o Reflect first on your role and contribution
to issues.
o Model the behavior you wish to see.
o Seek honest feedback about yourself; listen
and take action.

2 Trust Others
Definition:
Assuming positive intent. Being willing to extend
trust first. Using your best judgment when first
investing trust. Once established, wholeheartedly
trusting others.
Falling short:
Starting from a place of distrust. Only allowing
yourself to trust when the risks are low.
Pretending to trust and then second-guessing.
Micromanaging or being a ‘helicopter manager’.
Saying: “They have to prove themselves first. It’s
safer doing it myself.”
Things to do:
o Look for opportunities to trust others.
o Be the first to offer trust.
o Be transparent when you extend trust.
o Empower others to make decisions.
o Delegate (tasks, authority, idea generation).

3
Develop
Relationships
Definition:
Building rapport with others. Valuing the relationship
and not just what you can get out of it. Putting team
interest ahead of self-interest; contributing to team
success. Genuinely caring about people.
Falling short:
Breaking confidences. Talking behind other
people’s backs. Being two-faced. Burning bridges.
Keeping others at a distance. Saying: “I’m not here
to make friends.”
Things to do:
o Reach out just to check in.
o Make time for face-to-face interaction, live
or virtual.
o Find a personal connection or common interest.
o Perform a simple act of caring.
o Share a meal or drink.

4 Be Transparent
Definition:
Communicating openly and honestly; saying
what you mean and meaning what you say. Not
being afraid to ask for help. Clearly stating your
intent. Living your values.
Falling short:
Censoring difficult messages for fear of the
emotions involved. Fostering hidden agendas.
Telling people what they want to hear, or holding
back what needs to be said. Hoarding information.
Hiding behind or manipulating the numbers.
Talking loudly but saying nothing.
Things to do:
o Allow yourself to be vulnerable.
o Let people know where you stand.
o Create and share group norms openly.
o Be honest about what you can or
cannot share.
o Explain the ‘why’.

5 Show Respect
Definition:
Honoring diverse ideas, views and cultures. Being
actively interested in the success of others. Treating
others as you want to be treated. Talking about
others as though they are in the room.
Falling short:
Faking respect, concern or loyalty. Showing
respect only to those who can benefit you. Taking
credit for the success of others. Interrupting and
undermining. Bad-mouthing or belittling.
Things to do:
o Treat everyone with respect, regardless of
their role/relationship to you.
o Celebrate and champion the success
of others.
o Invite and respect divergent views.
o Keep confidences.
o Give others credit.

6
Seek Mutual
Understanding
Definition:
Listening to the perspective of others and clarifying
meaning before responding. Confirming everyone
is on the same page. Being able to restate an
opposing opinion, even when you disagree.
Welcoming different thoughts and opinions.
Valuing curiosity.
Falling short:
Putting the responsibility on others to ask questions
and seek clarification. Failing to take your
audience into account. Failing to listen or halflistening.
Making assumptions. Just waiting for your
turn to talk.
Things to do:
o Empathize with your audience and tailor your
message accordingly.
o Invite others to speak, respond, contribute.
o Paraphrase back/ask others to paraphrase back.
o Ask probing questions.
o If you don’t know something, ask.

7 Face Reality
Definition:
Recognizing the human element. Having the
courage to face the truth. Addressing what’s really
going on beneath the surface. Accepting that noone
has all the answers. Stepping up and having
the difficult conversations.
Falling short:
Delaying or putting off an action because it’s
difficult. Being too direct and not considering your
impact on others. Avoiding an unpleasant truth.
Ignoring the warning signs. Lacking self-awareness.
Shooting the messenger.
Things to do:
o Confront, surface and resolve issues quickly.
o Appreciate and act upon the feedback
you receive.
o Use data to guide but not define your actions.

8 Make Amends
Definition:
Resolving problems without being asked. Being
quick to recognize and own your mistakes. Being
willing to forgive and set things right. Being humble.
Falling short:
Not addressing issues/problems unless
confronted or forced. Trying to justify or deny
wrongdoing. Avoiding the tough stuff. Covering
up mistakes. Being defensive. Saying: “That’s their
mistake, not mine! I don’t own that.”
Things to do:
o Be the first to take responsibility or say
“I’m sorry”.
o Be the one to extend the olive branch.
o Find common ground and seek
equitable outcomes.
o Resolve conflict with minimal noise.

9
Keep
Commitments
Definition:
Demonstrating your word is your bond. Priding
yourself on keeping commitments. Setting clear
expectations then delivering as promised. Being
reliable and dependable. Following through.
Falling short:
Going dark if issues arise. Promising things you
can’t deliver. Making loose commitments you can
back out of. Avoiding commitment altogether.
Things to do:
o Before committing, clarify expectations;
yours and theirs.
o Set milestones, then consistently track and
communicate progress.
o Enroll others early and delegate effectively.
o Surface issues quickly and ask for help
if needed.

10 Produce Results
Definition:
Striving to exceed expectations. Taking the
initiative to make things better. Consistently seeing
things through to completion. Moving quickly;
making mistakes and constantly improving.
Adding business value. Remembering the ‘how’
is as important as the ‘what’.
Falling short:
Keeping busy without clear purpose. Meeting
only the minimum requirements or expectations.
Failing to produce. Making excuses for poor results.
Saying: “The dog ate my homework.”
Things to do:
o Set targets that are challenging but attainable.
o Continuously course correct; prioritize and
re-prioritize to stay aligned with business needs.
o Create a culture that celebrates milestones
and tasks accomplished.
o Value mistakes as learning opportunities.

TM
TRPC01C-EN