The Trust Equation

In the world of business, trust isn't just a nice-to-have; it's a must-have. It's the invisible glue that holds teams together, fuels collaboration, and drives success. But how do you measure something as intangible as trust? Enter the Trust Equation, a concept brilliantly introduced by David Maister, Charles Green, and Robert Galford in their classic book, "The Trusted Advisor".

The Trust Equation is a simple yet powerful formula that breaks down the components of trust into four key factors:

Trust = (Credibility + Reliability + Intimacy) / Self-Orientation

Let’s break this down and see how it works in a practical setting.

1. Credibility

Credibility is about the words we use. It’s our expertise, our credentials, and our ability to communicate effectively. In short, it’s whether people believe what we say.

Example: Annabelle is Strategic Partner Manager who always backs her claims with data and relevant examples. When Annabelle speaks, her clients listen because they know she knows her stuff.

2. Reliability

Reliability is all about actions. It’s our consistency and dependability. Do we do what we say we’ll do?

Example: Think of Chris, who always meets his deadlines and follows through on his commitments. Chris's team knows they can count on him, which boosts their confidence.

3. Intimacy

Intimacy refers to the safety and security we feel when entrusting someone with sensitive information. It’s about emotional closeness and empathy.

Example: Consider Anna, a Customer Success person who listens attentively and creates a safe space for her clients to voice their needs and their concerns. Anna's client's feel understood and valued, enhancing their trust in her and her company.

4. Self-Orientation

Self-Orientation is the denominator in the Trust Equation, and this is where things can change dramatically. It refers to the focus of our attention. Are we primarily concerned with ourselves, or do we genuinely care about others? The sum of the last three factors is divided by this final one and to earn trust you need to show, over time, that you are genuinely interested in your teams and your clients' interests over your own.

Example: Compare two advisors: Alex, who seems more interested in his own success, and Andrew, who focuses on the client’s needs. Andrew builds stronger trust because his clients know he prioritises their interests over his own.

Putting It All Together

So, how does the Trust Equation work in practice? Let’s use a brief scenario:

Imagine a project team struggling with a tight deadline. The project leader, Rachel, applies the Trust Equation. She demonstrates her expertise by providing clear, data-driven plans (Credibility), consistently delivers on her tasks (Reliability), shows empathy by acknowledging the stress her team is under (Intimacy), and focuses on the team’s success rather than her own accolades (Self-Orientation).

As a result, Rachel’s team feels more confident, supported, and motivated, leading to improved collaboration and productivity. Trust, it turns out, isn’t just built on grand gestures but on everyday actions and attitudes.

Conclusion

The Trust Equation offers a practical framework for understanding and building trust. By focusing on Credibility, Reliability, Intimacy, and Self-Orientation, you can foster a trust-rich environment that promotes strong relationships and business success.

Trust might be an abstract concept, but the Trust Equation gives you a concrete way to measure and enhance it. Let me know how you get on with it and here's a link to the original author's website if you wan to know more Understanding The Trust Equation | Trusted Advisor.

Please share your experiences and thoughts on trust in the workplace in the comments below. How do you build and measure trust with your colleagues and clients? #TrustEquation #Leadership #BusinessSuccess #TrustedAdvisor