Week 2 – Getting Feedback Ready
Lesson 6 Defining what we need with the trust equation
Trust is something we intuitively know about someone and can be difficult to describe to others the reason why. In its essence the question we are asking is “am I safe with you?”
The trust equation was popularized by David H. Maister, Charles H. Green, and Robert M. Galford in their book "The Trusted Advisor," which outlines how trust is built and maintained in professional relationships – how we make it safe for others. It emphasises the importance of credibility, reliability, intimacy (which I have re-termed vulnerability), and a focus on the other person's interests in fostering trust.
A description of each trust equation elements is as follows:
Credibility Do you know what you are talking about? You can increase your credibility through study, building on others ideas, admitting when you don’t know, asking good questions. An example of a way to build credibility is to counter the concept of groupthink, introduced by psychologist Irving Janis. He described a phenomenon where group cohesion and a desire for harmony within the group can lead to poor decision-making and found that a group of three friends and a stranger could get to a quicker decision than a group of four friends.
Reliability is about what you say you will do and you will be who you say you are. This relates back to your personal brand. Your CliftonStrengths profile is a way to define and describe the behaviours that show up that support reliability and what you are known for. A useful phrase to use to reinforce your reliability is “I promise” or when you deliver something “as promised”
Vulnerability is being willing to talk about and share. Elements include your personal life, what has shaped and influenced you, admitting your vulnerabilities including fears, doubts, and failures. Brené Brown a social researcher defined this concept well as “Trust is choosing to make something important to you, vulnerable to the actions of someone else. Distrust is what I have shared with you that is important to me is not safe with you.”
Self Interest has a multiplier effect on trust and the remaining elements of the trust equation. This measure is a perception of self-interest. How do we let others know their success is as important as our own. In effect how much do you care?
Credibility and reliability are more rational attributes of the equation. Vulnerability and self-interest are more emotional.
Each element of the equation can be scored
For the top line of the equation 1 will be low credibility, reliability and vulnerability, 10 would be high.
For the bottom line of the equation Self-Interest, if the person you are scoring has low self-interest (self-less) they would score 1. If they had high self-interest (selfish) they would get a score of 10
Activity Applying the Trust Equation
On Page 13 of your Black Workbook there is a table. In the row “Example 1” score the person in the image below.
In the row “Example 2” score the person in the image below.
Example One
Example Two
Looking at how you scored, what do you notice?
Potentially Mother Theresa would have a stronger score than Kim Jong-un. The key part of equation that influences this score is “self-interest”
When a group does this exercise, often everyone will come out with slightly different scores. This reinforces we see the world through our filters. Perception and what we value can have a big influence on who we trust
3. Now in the table score “a team member” in your team or someone you need to work closely with.
Insight To get trust you must give it i.e.; we must demonstrate the behaviour we want in turn. Therefore…
Identify the element you want to focus on either the lowest score for the top row or self-orientation
A strength of yours you will leverage to build trust. Refer to the My Signature Themes Motivations Report on Page 7 of your White Workbook and the row I am (being) and I will (doing)
An action you will take “Behaviour is the highest form of communication.” Something you will do and something you will say in the coming days and weeks
Optional Activity Listen to the following podcasts on trust and the trust equation from Carolyn Taylor, one of the world’s foremost experts in organisational culture.
Trust has three components outline in this podcast.
Reliability Do what you say you will do and follow through on commitments
Congruent/authentic What you say lines up with what you are thinking/feeling
Intentions/motivations Do I wish that you will be happy and successful as much as I wish that for myself
The Trust Equation Podcasts
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