The issue of trust in the workplace, and lack of it, is a common topic in our culture.
Comments about trust in the workplace can be found in any news medium and frequently in personal conversations: “I don’t trust him.” “They aren’t trustworthy.” “Big organizations can’t be trusted.”
The reasons for what seems to be an epidemic of lack of trust in the workplace would be a complicated discussion — partly, because many people and organizations have shown themselves not to be trustworthy. That can cause extreme conflict when it comes to people going to work and doing their jobs every day. People may not fully trust you, the boss; your practice that employs them; or the others with whom they work.
It is possible to rebuild trust in the work environment. But first, we must understand what trust really is, and then we can consider how to respond correctly.
Get past “trust” vs “don’t trust”
Trust is not all-encompassing — although we talk like it is (“I just don’t trust her”). In actuality, trust is situation-specific. We trust someone to be able to do a specific task. For example, if you were to trust me to fix your car, your trust would be misplaced because I have virtually no mechanical abilities. However, if you believed I could type a work memo for you relatively quickly, that would be a better situation in which to trust me.
Understanding trust is situation-specific is important because we then have a pathway to rebuild low levels of trust. If we just say, “They aren’t trustworthy,” nothing the other party does will remedy the situation.
Also, vague statements like, “I don’t trust them,” absolve the person making the statement of any personal responsibility. It’s like saying, “He’s a jerk.” A judgment is made; there is nothing the speaker needs to do. When we believe the other person is the sole source of the problem, and the issue will only be resolved when they change, little growth can happen.
Create situations of trust
When we understand trust is situation-specific, a relationship can move beyond the “all or nothing” impasse. I can now say, “I trust John to drive me to the airport and get me there on time,” even though I may not trust him to manage my finances.
When we’re having difficulty trusting someone to accomplish a task, it can be helpful to identify situations in which you can trust them and proceed in that area first. This is especially helpful when dealing with new colleagues or those who are still learning their job — give them a task you believe they can do.
Learn the three Cs of trust
Besides recognizing trust is situation-specific, it’s helpful to grasp three foundational components of trust: competence, consistency and character. They are like the legs on a three-legged stool; without all three being present, the stool falls over.
Competence
If an employee doesn’t have the ability to do the task you desire, it is foolish to trust them to do so. Having the knowledge, ability and resources to complete a task is at the foundation of trust. This is why testimonials and endorsements from prior clients, past employers and former coworkers are so important — they provide external evidence that backs up an employee’s claims.
Consistency
An employee may have the competence to complete a task; but if their work is of inconsistent quality or if they don’t show up, their skills don’t do you much good. Many employees are capable, but if you don’t know if (or when) they will come to work, you are not able to depend on them.
Character
In this context, character primarily refers to honesty, integrity and the belief the other person is considerate of your needs as well as their own. Trust, when providing services, relies on patients’ willingness to trust the clinician is not just wanting to “make a fast buck,” and that they actually will deliver the beneficial services they promise.
Generally speaking, a practice considering its own interests (it has to make money to stay in business) is acceptable. However, patients want to know the practice is not only looking out for itself, but is considering the patients’ needs as well.
Steps to take when trust is in doubt
If you are having difficulty trusting someone else:
- Try to specify what action you are having trouble trusting them with. Why? What have they done (or not done) to cause this?
- Which of the “three Cs” (competence, consistency, character) is related to your lack of trust in this situation?
- Identify situations or actions in which you are willing to trust them. When possible, let them affirm their trustworthiness in these situations.
In the situations in which you are having difficulty trusting them, determine:
- What could they do that would shore up your trust of them in this situation?
- Are there certain conditions under which you would be willing to trust them to do this action (for example, under another employee’s supervision)?
If someone is having difficulty trusting you:
- Ask them directly if there is something you have done that has undermined their trust in you. If so, take appropriate actions (apologizing, making reparations) to address this event.
- Affirm your desire to be trusted by them and assert your willingness to do what is required to earn their trust.
- Be willing to take the actions identified to demonstrate your trustworthiness, either in other situations or under defined parameters.
- Be sure to follow through and make evident your competence, consistency and character, and that you are considering their interests as well as your own.
Trust in relationships is foundational to living life cooperatively in a community. Use these tips to aid you in building deeper and broader trust with those around you at work, and the quality of your life will improve!
PAUL WHITE, PHD, is a psychologist, speaker and leadership expert who “makes work relationships work.” He has been interviewed by the New York Times, BBC News and other international publications. He is the coauthor of the bestselling book “The 5 Languages of Appreciation in the Workplace,” which has sold more than 550,000 copies (with Dr. Gary Chapman, author of “The 5 Love Languages”). For more information, go to appreciationatwork.com.
