The Trust Equation: Why It's Hard to Build Trust, and How You Can Do It Safely

A few months back, someone posed an interesting question to me.  “Can you define how you build trust?”.  To be honest, I had to really think about how I do this.

Trust is a complex emotion that is essential for strong relationships and success in both personal and professional life, but defining if I had a strategy or process to enable building it (I typically have a process for everything) seemed somehow awkward and challenging.  Are there things I typically do without knowing it, that creates trust with those around me?  What could I do better?  What was I missing?

So let’s dig in.

The trust equation is a popular model for understanding trust, but it has a few problems that make it difficult to use in practice.

What is the trust equation?

The trust equation was developed in 2000 by David Maister, Charles H. Green, and Robert Galford. It states that trust is equal to credibility plus reliability, divided by self-orientation.

Trust = (Credibility + Reliability) / Self-Orientation

Credibility refers to the perception that someone is competent and trustworthy. Reliability refers to the consistency of someone's behavior over time. Self-orientation refers to the extent to which someone is focused on their own needs and interests, rather than the needs and interests of others.

Problems with the trust equation

The trust equation has a few problems that make it difficult to use in practice:

• It is difficult to measure credibility, reliability, and self-orientation objectively. There are no standardized tests or measures for these concepts.

• The trust equation does not take into account all of the factors that influence trust. For example, emotions, relationships, and shared values can all play a role in trust.

• The trust equation is a static model, but trust is a dynamic process. Trust can change over time, depending on our experiences with the other person and the context in which we are interacting with them.

In addition to these problems, the trust equation also has a few other limitations:

• It does not consider the direction of trust. Trust can be unidirectional (I trust you, but you don't trust me) or bidirectional (I trust you and you trust me). The trust equation does not account for this difference.

• It does not consider the context of trust. Trust can be different in different situations. For example, I may trust my doctor to give me accurate medical advice, but I may not trust them to give me investment advice. The trust equation does not account for this difference.

• It does not consider the role of culture in trust. Trust can be influenced by cultural norms and values. For example, in some cultures, it is considered rude to make eye contact, while in other cultures, it is considered rude not to make eye contact. The trust equation does not account for this difference.

Despite its limitations, the trust equation is still a useful model for understanding trust.  It can help us to identify the key factors that influence trust and to develop strategies for building trust with others.

Other factors that influence trust

In addition to credibility, reliability, and self-orientation, there are a number of other factors that can influence trust, such as:

• Emotions: Our emotions can play a big role in trust. If we feel comfortable and safe around someone, we are more likely to trust them. If we feel anxious or threatened around someone, we are less likely to trust them.

• Relationships: Our relationships with others can also influence trust. We are more likely to trust people who we have close and supportive relationships with. We are less likely to trust people who we have distant or adversarial relationships with.

• Shared values: Shared values can also build trust. When we share the same values as someone, we feel more connected to them and we are more likely to trust them. For example, if we both value honesty and integrity, we are more likely to trust each other.

• Past experiences: Our past experiences with trust can also influence our current trust levels. If we have been betrayed in the past, we may be less likely to trust others in the future. If we have had positive experiences with trust in the past, we may be more likely to trust others in the future.

How to build trust

Despite the problems with the trust equation, it is still possible to build trust with others using the trust equation as a framework, and integrating some of your own strengths. Here are a few tips:

• Be honest and transparent. Honesty and transparency are essential for building trust. When we are honest and transparent with others, we show them that we respect them and that we are trustworthy.

• Be reliable and keep your promises. Reliability is another key factor in building trust. When we keep our promises, we show others that we are dependable and that they can count on us.

• Be consistent. Consistency is important for building trust. When our behaviour is consistent, others can learn to predict our actions and trust us to follow through on our commitments.

• Be respectful and considerate of others. Treating others with respect and consideration shows them that we care about them and that we value their feelings. Be mindful of the words you use and the way you interact with others, and avoid saying or doing anything that could be hurtful or offensive.

• Be supportive and helpful. Being supportive and helpful is another way to build trust. When we are there for others in times of need, we show them that we care about them and that we want to see them succeed. Avoid giving advice or help that is not wanted or needed, and be respectful of others' boundaries.

Now, circling back to the initial question: "Can you define how you personally build trust?". While a precise formula might still elude me, I've come to realize that my approach hinges on authenticity, consistency, and empathy. I strive to live with integrity, keeping my promises and actions aligned with my values. Consistency strengthens this foundation, allowing others to predict my behaviour and rely on me. Finally, empathy fuels genuine connections. I actively listen, respect boundaries, and offer support, fostering a sense of safety and understanding. This isn't a rigid process, but an ongoing commitment to self-awareness and growth. Building trust is a journey, and I'm excited to explore it further, both personally and with all of you. Let's keep the conversation going.  What have you learned about building trust?