ABSTRACT
School leaders receive a disproportionate amount of bad news. New school leaders are often surprised at the amount and intensity of conflict and complaints presented each day. In fact, rookie leaders often comment that college coursework and on-the-job training did not prepare them for the level and intensity of problems they face. With each problem presented, opportunities exist for building or breaking trust with others. In particular, school leaders interested in building trust consider their responses when dealing with troubling news. Even in the most heated situations, these leaders reacted calmly. After listening, they would promise to follow up with the concerned individuals. This response allowed them to consider the situation, gather more information, and respond with care. Most people will lose their tempers on occasion; however, leaders who maintain high levels of trust rarely have angry out bursts. High-trust leaders know that many eyes are watching them and will choose their words and reactions carefully.
