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This document discusses how to build and sustain trust. It defines trust as choosing to risk making something you value subject to another person's actions. Distrust is when you choose not to make yourself open to another's actions due to a perceived lack of safety. The key competencies for building trust are sincerity, reliability, competence, and care. Sincerity involves honesty and alignment between words and actions. Reliability means keeping commitments and promises. Competence is having the ability and skills to do one's job. Care is having others' best interests in mind as well as shared interests like team success. Building trust requires demonstrating these competencies consistently over time.

BUILDING AND
SUSTAINING TRUST
Kris Mailepors; MBA, CODP
@krismailepors, slideshare
(also on LinkedIn)
©Kris Mailepors; 2015

HOW DO I BUILD TRUST?
What do I do? What should I do? What might I do wrong?
What about my Boss??
What does s/he do? What should s/he do more?
What does s/he do wrong?
©Kris Mailepors; 2015

NOW WAIT… WHAT ARE THE RULES?
TRUST:
Choosing to risk making something you value subject to another person’s actions.
…Such as?
opinions about policy
work habits
things we need
“tricks of the trade”
Money, goals, promotions, your “good name,” your sense of happiness…
Yes, somewhat vague…
©Kris Mailepors; 2015

TRUST & DISTRUST…
DIStrust
When you choose to NOT make yourself open to another’s actions.
General assessment: What is important to me is not safe with this person in this
situation.
When we DIStrust, we look for ways to PROTECT what we value
©Kris Mailepors; 2015

TRUST & DISTRUST…
DIStrust
Is Distrust always the result of bad behavior?
When there is any distrust, what happens to teamwork?
©Kris Mailepors; 2015

TRUST & DISTRUST…
When we DIStrust, we look for ways to PROTECT what we value
THE DISASTER OF DISTRUST:
The strategies we use to protect ourselves
get in the way of our ability to
effectively work with others.
©Kris Mailepors; 2015

TRUST & COMPETENCIES
Sincerity – Reliability – Competence – Care
Search the word as follows:
How can a leader demonstrate ________
Why should a leader demonstrate ________
©Kris Mailepors; 2015

TRUST & COMPETENCIES
Sincerity – Reliability – Competence – Care
Sincerity: honesty
• You can be believed.
• When you express an opinion, it’s
valid/useful/backed up.
• Your actions align with your words.
©Kris Mailepors; 2015

BUILDING TRUST: SINCERITY
Our behaviors aren’t always displayed
in perfect alignment
with our thoughts/intentions
©Kris Mailepors; 2015

TRUST & COMPETENCIES
Sincerity – Reliability – Competence – Care
Reliability
• You meet the commitments you make
• You keep your promises
©Kris Mailepors; 2015

BUILDING TRUST: RELIABILITY
Caution to the overachievers:
Common pitfall: UNINTEDED BREACHES OF TRUST
Every time you say YES to something, you are saying NO
to something else. Careful that when you execute one
request, you may be demonstrating poor reliability to
other people.
Are you being asked to do too much? (See grid)
©Kris Mailepors; 2015

TRUST & COMPETENCIES
Sincerity – Reliability – Competence – Care
Competence
• You have the ability to do what you are supposed to
do
• You have the skill, capacity, knowledge, and
resources to do your job
©Kris Mailepors; 2015

BUILDING TRUST: COMPETENCE
Do you ask OTHERS for direct feedback (not fishing for
compliments)
©Kris Mailepors; 2015

BUILDING TRUST: CARE
“We’re in this together”
Care
When people believe you have their best interests in mind…
as well as your own (or at least some shared interest like team
advancement)…
they will generally extend their trust in many circumstances
(even if reliability,
sincerity, and competence
are incomplete or imperfect)
©Kris Mailepors; 2015

BUILDING TRUST: CARE
Without care:
• I may believe what he says,
• He may keep promises
• He may be competent…. BUT…
I won’t let him/her know what I am really thinking…
©Kris Mailepors; 2015

BUILDING TRUST: CARE
Collaboration killer:
If any members of the team think some others
don’t care about collective interests
• Conflict (overt or covert) increases and healthy exchange/debate fades.
• People DIStrust their teammates’ sincerity, reliability, and competence
©Kris Mailepors; 2015

BUILDING TRUST: CARE
Cultivate it
©Kris Mailepors; 2015

REFERENCES
Feltman, Charles. 2009. The Thin Book of Trust. Bend OR
Reina, Dennis; Reina Michelle. 2007. “Building Sustainable Trust.” OD
PRACTITIONER Vol.9 No.1.
©Kris Mailepors; 2015

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