How to build (and rebuild) trust | Frances Frei

Summary

In this engaging talk, a Harvard Business School professor discusses the importance of trust as the foundation for progress. She explores how trust is built on empathy, logic, and authenticity, and shares personal insights from her time at Uber, a company struggling with trust issues. Through examples and humor, she offers practical solutions for rebuilding trust in any organization, emphasizing the value of being authentic, improving communication, and fostering empathy. She concludes by calling for a world where differences are celebrated, encouraging individuals and leaders to work together to restore trust globally.

Takeaways

• 😀 Trust is the foundation for everything we do, and rebuilding it is essential for progress.
• 😀 Empathy, logic, and authenticity are the three key components of trust.
• 😀 If any of these components wobbles, trust is threatened.
• 😀 Empathy is the most common wobble—people often feel that others are too self-distracted to care about them.
• 😀 A solution to empathy wobblers is to identify when and to whom you offer distractions and make an active effort to be present and empathetic.
• 😀 Logic wobbles often occur in communication. The fix is to start with your point and then provide supporting evidence.
• 😀 Authenticity wobblers happen when people feel pressured to mute parts of who they are, but being authentic is key to being trusted.
• 😀 Leaders should create environments where authenticity is celebrated, and different perspectives are welcomed.
• 😀 At Uber, empathy was a major issue; people were texting during meetings instead of engaging with each other. The solution was to disconnect technology during meetings to foster better engagement.
• 😀 Uber's leadership had a logic wobble due to rapid growth, where people were promoted too quickly without the necessary skills. The solution was executive education focused on improving logical reasoning and leadership skills.
• 😀 Authenticity remains a challenge at many companies, including Uber, where fitting in is often rewarded over speaking out or being different. However, embracing difference can lead to greater success and innovation.

Q & A

What is the main message of the speaker in the transcript?

The speaker emphasizes that trust is the foundation for success in both personal and professional relationships, and that rebuilding trust requires focusing on three key components: empathy, logic, and authenticity.

Why does the speaker believe trust is crucial for human progress?

The speaker believes that if we can learn to trust one another more, it can lead to unprecedented human progress, as trust is fundamental to effective communication, collaboration, and innovation.

What are the three components of trust mentioned in the speech?

The three components of trust are empathy, logic, and authenticity. When these components are strong, trust thrives, but any wobble in these areas can undermine it.

What is the most common wobble in trust according to the speaker?

The most common wobble in trust is empathy, where people feel that others are too self-distracted and not truly considering their perspectives or needs.

What solution does the speaker suggest for the empathy wobble?

The speaker suggests identifying when, where, and to whom we are likely to withhold empathy due to distraction, and creating a trigger to refocus on listening and understanding. Additionally, putting away your cell phone is an important step.

How does the speaker suggest addressing the logic wobble?

To address the logic wobble, the speaker advises focusing on improving communication, specifically by starting with a clear, concise point and then providing supporting evidence. This ensures that ideas are understood, even if they get cut off early.

What is the speaker's advice regarding authenticity and its role in trust?

The speaker advises that to avoid an authenticity wobble, one must be true to themselves. While it can be difficult to be authentic in certain environments, it is essential for building trust and fostering personal and organizational growth.

How does the speaker use their experience at Uber to illustrate the importance of trust?

The speaker uses their experience at Uber to show how a company can lose trust in areas like empathy, logic, and authenticity. Despite these challenges, the speaker highlights how focused efforts, such as removing distractions in meetings and providing executive education, helped rebuild trust at Uber.

What role does technology play in building trust, according to the speaker's experience at Uber?

At Uber, the speaker implemented a solution where technology, such as phones, was removed from meetings to force employees to be present, listen, and engage with one another. This helped improve empathy and collaboration.

What does the speaker mean by the 'triangle that rocks' in communication?

The 'triangle that rocks' is the speaker's method of effective communication, where instead of leading a conversation with a long story, one should start with a clear, concise point and follow it with supporting evidence. This method ensures clarity and helps communicate ideas effectively.

What is the speaker's advice for leaders when it comes to fostering authenticity in their teams?

The speaker advises leaders to create an environment where authenticity is not only safe but celebrated. This means allowing team members to be themselves and encouraging diverse perspectives, which in turn leads to greater creativity and excellence.