How to Build and Rebuild Trust
A practical framework built around authenticity, logic and empathy — including what leaders can do when trust has broken.
← Keynote Speakers
KEYNOTE SPEAKER
Frances Frei
UPS Foundation Professor of Service Management at Harvard Business School
Fee information first. Availability is normally checked once there is a concrete intention to proceed.
WHY FRANCES
What Frances brings to the room.
Frances Frei gives leadership teams a practical language for building trust, repairing culture and enabling other people to excel — especially when the leader is not in the room.
KEYNOTE TOPICS
Ideas built for the stage.
Leadership in Your Absence
How leaders create the context, confidence and standards that allow others to excel without constant supervision.
Culture Repair Under Pressure
What organisations must change when stated values, leadership behaviour and employee experience no longer align.
Service and Organisational Excellence
How operating choices enable — or obstruct — exceptional performance for customers and employees.
Frances Frei is a Harvard Business School professor whose work connects leadership, trust, service and organisational transformation. Her central question is practical: how can leaders create the conditions for other people to perform at their best?
Frei frames trust through authenticity, logic and empathy. The model is memorable because it is diagnostic: when trust fails, leaders can identify which element is weak and act to repair it. Her work also challenges heroic ideas of leadership. Leadership is not proved by how well an organisation performs in the leader’s presence, but by whether others can excel in their absence.
In 2017, Frei took leave from Harvard to serve as Uber’s first Senior Vice President of Leadership and Strategy during a public leadership and culture crisis. That operating experience informs her work with Anne Morriss, including Unleashed. On stage, Frei combines rigorous frameworks with direct, generous delivery that helps senior audiences confront trust, standards and organisational performance without abstraction.
ON STAGE
Watch Frances in action.
How to build (and rebuild) trust
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