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Build trust with others
Trust is core to your success at work because in every workplace, people rely on one another to complete tasks, meet deadlines, solve problems, and achieve shared goals. Remember the shift in focus from individual success to team success in the workplace.
Whilst building trust takes time, there are things you can do to help your team build that trust in you more quickly. One useful way to understand this is through the Trust Equation.
- The Trust Equation suggests that trust is built through three positive factors:
- Credibility – the expertise and legitimacy you have
- Reliability – doing what you say you will do
- Intimacy – people feeling comfortable sharing information with you
- Whilst trust is reduced through one negative factor:
- Self-orientation – your main interest being yourself rather than something other than yourself, e.g. the other person, the team, or the organisation
Maister, Green, Galford (2001) 'The Trusted Advisor'
Think about someone you trust in your community. What makes them trustworthy? Chances are, their behaviour reflects many of the elements in the Trust Equation.
How to improve the positive factors
- Credibility
- Build deep expertise in your role and learn as much as you can.
- Always speak honestly about what you do and don't know.
- Reliability
- Deliver on your promises and do what you say you will do.
- If circumstances change and you can't deliver, communicate this with your team as soon as possible.
- Intimacy
- Take the time to build real relationships with people.
- Don't betray any information that has been shared with you in confidence.
How to decrease self-orientation
- Listen to understand, not just to respond
- Give others your full attention and try to understand their perspective before sharing your own views.
- Consider the needs of others
- Ask yourself, "How will this affect my colleagues, customers, or team?" before taking action.
- Celebrate others' successes
- Celebrate the success of the team rather than just your own achievements.
- Show curiosity
- Ask questions about other people's ideas and experiences in a positive way.
When people feel heard, valued, and respected, trust grows stronger.
Take a moment to think about your answers to the following questions. You may find it helpful to write them down.
Of the four areas of the Trust Equation, which area would you most like to improve in yourself?
What action will you take to improve this as you start in your new role?
Work ethic creates confidence because people know they can depend on you. You show up, follow through, and deliver on your commitments. But what separates good from exceptional is the ability to add value beyond the task itself.
Zoleka Lisa, Vice President of Corporate Affairs, South African Breweries
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