The Trust Equation by David Maister explained: How to build trust.

Summary

The video discusses the importance of trust in leadership and introduces David Maister's 'trust equation,' which highlights three key factors that build trust: credibility (expertise and skills), reliability (consistent actions), and intimacy (empathy and safety). It also warns that self-orientation—focusing on oneself rather than others—can destroy trust, regardless of the other factors. The video encourages reflection on which element of the trust equation is most valued in oneself and others to enhance leadership effectiveness.

Takeaways

• 💡 The ability to build trust is a core leadership capability.
• 🧠 Trust is often felt intuitively but can be hard to break down into clear components.
• 📊 The trust equation by David Maister highlights how to build trust through three key elements.
• 🗣️ Credibility is based on the words we say, our skills, and how others perceive our expertise.
• 🤝 Reliability is about our actions, predictability, and how dependable others find us.
• 💬 Intimacy refers to how safe, empathetic, and confidential others feel in our presence.
• ⚠️ Self-orientation, or focusing on ourselves over others, destroys trust regardless of credibility, reliability, or intimacy.
• 🔑 Trust is fragile: strong self-orientation can undermine all the other components of trust.
• 🤔 Leaders should reflect on which element of trust they value most in others.
• 🔍 Leaders should also consider which element others value most in them to improve their leadership skills.

Q & A

What are the core components of the trust equation as described in the video?

The core components of the trust equation are credibility, reliability, intimacy, and self-orientation.

How does credibility contribute to building trust?

Credibility contributes to trust through the words we say, our skills and credentials, and the way others experience our expertise.

What role does reliability play in establishing trust?

Reliability is about the actions we take, our predictability, and how dependable others find us, which helps establish trust.

Why is intimacy important in building trust with others?

Intimacy is important because it reflects how much others feel they can confide in us and see us as empathetic, discreet, and safe, which builds trust.

What is self-orientation, and how does it impact trust?

Self-orientation is the extent to which others perceive us as focused on ourselves rather than on them. High self-orientation can destroy trust, regardless of credibility, reliability, or intimacy.

Can a person be trusted if they score highly on credibility, reliability, and intimacy but have high self-orientation?

No, high self-orientation can negate the positive impact of credibility, reliability, and intimacy, making it difficult to build trust.

What should a leader focus on to avoid damaging trust with self-orientation?

A leader should focus on showing genuine interest in others' needs and perspectives to avoid being perceived as self-oriented.

How can someone demonstrate credibility in their leadership role?

Someone can demonstrate credibility by consistently using their skills effectively, speaking knowledgeably, and delivering on their expertise.

Why might some people value reliability more than the other elements of the trust equation?

Some may value reliability more because it directly reflects dependability and consistency, which are crucial for long-term trust in relationships and leadership.

Which element of the trust equation might be the hardest to cultivate, and why?

Intimacy might be the hardest to cultivate because it requires a level of emotional openness and vulnerability, which can take time and effort to establish with others.