Building and Maintaining Trust in High-Performance Teams

Exploring the Bedrock of Elite Teams in Military and Corporate Settings.

Trust takes years to build, seconds to break, and forever to repair.

Trust is the invisible thread that weaves individuals into cohesive units. In high-performance teams, whether in the battlefield or the boardroom, trust is not merely an accessory—it's fundamental.

Why Trust Is Critical

• Predictability: Trust allows team members to anticipate each other's actions and decisions. In crisis situations, predictability can be the difference between success and failure.
• Efficiency: Trust speeds up decision-making and improves team performance. With trust, there's no second-guessing, and actions are executed more promptly. If you trust your team to execute based on selection, culture, and training, and routinely make decisions at the lowest levels appropriate, agility and adaptability are natural byproducts.
• Safety: When trust is present, team members feel safe to express their opinions, fears, and uncertainties. Trust promotes risk-taking, a necessary ingredient for innovation. This emotional safety also reduces burnout and stress-based cognitive loading.
• Talent Retention: When team members trust each other, there's less anxiety and stress. High-trust environments become magnets for talent and reduced turnover.

Characteristics and Drawbacks of Teams Without Trust

Teams lacking trust are riddled with:

• Paralysis: Decision-making is slowed due to second-guessing and fear of repercussions. It often becomes a "culture of escalation" where decisions can only be made by those at the top.
• Hidden Agendas: Members might prioritize personal interests over team goals. Even the suspicion of hidden agendas is incredible detrimental to team culture and morale.
• Low Morale: Team members don't feel valued or understood, leading to decreased motivation. Why would they work hard if they feel their leaders and cohorts are untrustworthy?
• High Turnover: Lack of trust can result in increased attrition rates as natural byproducts of the above.

In both military and corporate settings, these drawbacks can spell catastrophe—missed opportunities, wasted resources, and failed missions or projects.

Building Trust: Elite Military Units vs. Corporate Settings

While the contexts differ, the principles of building trust remain consistent.

• Shared Experiences: Military units undergo rigorous training together, facing physical and mental challenges. Similarly, corporate teams benefit from shared experiences—shared culture, team tenets, team-building exercises, off-site retreats, or collaborative projects.
• Vulnerability-Based Trust: Elite military units rely on members being vulnerable, admitting when they're wrong, or need help. Nobody is invincible despite how they're perceived in popular culture. In a corporate environment, this translates to leaders showing humility, admitting mistakes, and seeking feedback. We are all human and imperfect, and acknowledging this across the board mitigates risk for overcompensation and inaccuracy.
• Clear Communication: Both settings require clear, transparent communication. For military units, it can mean life or death. In corporations, it affects project outcomes and team cohesion.

Repairing Broken Trust

Trust, once broken, is challenging to restore, but not impossible.

• Acknowledge the Breach: Recognizing and admitting the breach is the first step. Do not think that, if left unaddressed, the breach of trust will be healed by time. Often times this causes it to fester or amplify. Address it head-on, with respect, and knowing that repair might take a significant amount of time depending on the breach severity and the impact for those involved.
• Open Dialogue: Allow affected parties to express their feelings and grievances. Listen to understand, not to respond. It's not about convincing other parties of your point of view; it's about formulating a plan of action that works for everyone.
• Commit to Change: Concrete actions should follow words, demonstrating commitment to rebuilding trust. The breach of trust will only be amplified if you do not follow words with consistent actions aimed to repair.

Techniques for Fostering Trust

• Regular Check-Ins: Whether it's a military debrief or a corporate weekly meeting, regular check-ins foster open communication. Promoting an environment where team members can voice concerns, ask questions, and share feedback is vital.
• Transparency in Decision-Making: When team members understand the "why" behind decisions, trust is reinforced. Sharing both good and bad news, being open about challenges, and being honest about limitations can foster trust.
• Recognition and Feedback: Recognizing achievements and providing constructive feedback are essential in both settings.

Long-Term Benefits of a Trust-Rich Environment

Summary

Trust isn't a luxury; it's a necessity. Whether it's an elite military unit facing a critical mission or a corporate team gearing up for a product launch, trust is the foundation. Building, maintaining, and, when necessary, repairing trust should be a primary focus for any leader dedicated to achieving excellence.