4 Simple Rules for Building Trust Between Teams
At some companies and departments, there can be a lot of distrust between teams. Some companies I’ve worked at have had “sick” teams or “dysfunctional” teams that often bicker and argue back and forth, only to get very little done. The tension that results from teams who distrust each other can have numerous ripple effects including: low morale, attrition, high stress, and low productivity. I’ve even been asked during job interviews, “how do you build trust between teams?” which has made me think more about the value of team trust and the positive (or negative) effects it can have on a company culture.
On a similar theme, over the last couple of years, my eldest child has reached that ripe, not-so-old, elementary school age where telling the truth is sometimes a challenge. For example, a conversation about schoolwork with my child often goes something like this:
Me: Did you do your homework?
Child: Yes.
Me: Can I see it?
Child: [no eye contact. shameful glance down at the ground] Errrrr…ummm…well, I didn’t actually do my homework. I lied.
As someone at this stage of parenthood, the situation with my kid made me realize that building solid relationships based on trust is not something that is always immediately obvious (for kids or adults). Sometimes you need to go back to the basics when it comes to building and earning someone’s trust.
There’s a reason why so many team building events are focused on building trust. Because trust is what you need in order to truly collaborate and create that “psychological safety” so many companies strive for these days to foster more inclusion and innovation. But why are we so distrustful of one another in the workforce in the first place? That is a good question, to which I don’t have a great answer. Perhaps, it’s because it’s human nature to distrust. Perhaps some people carry around a lot of baggage from past relationships or even childhood. Perhaps we simply worked with a bunch of jerks in the past. Who knows? The fact is, there is distrust that exists sometimes. But trust isn’t something that just happens by accident. You have to actually build it and make it a priority in your relationships. If you’re a leader, you also need to build it into your culture.
Now, thinking back to my child’s homework lie, the question of, “how do you teach the concept of trust to a kid?” can seem somewhat abstract to break down and daunting to explain in words. However, after really thinking about it, I finally came up with a way to explain it to my child using four simple rules. I have also followed these same exact rules with the UX teams I work with and with external teams to make sure I am fostering solid relationships that are built on trust.
Rule #1: Always tell the truth
If you’ve seen the film Scarface you might remember the famous quote, “I always tell the truth, even when I lie.” Or you might remember the character George Costanza in the TV show Seinfeld who used to say, “If you believe it, it’s not a lie!” The point is, people like to make up all kinds of excuses and reasons why lying is somehow okay in their minds. But we all can probably agree that it’s not possible for a lie to be the truth, because well, it’s a lie. When you’re a kid, you usually learn quickly that eventually mom (and others) will always find out about your lie — you’ll end up feeling pretty embarrassed (and probably get into lots of trouble). Lying is probably the easiest and most damaging way to lose trust. So just don’t do it. As the Benjamin Franklin’s proverb goes, “honesty is the best policy.”
Honesty is the best policy. — Benjamin Franklin
Rule #2: Do what you say you’re going to do
There are lots of quotes you hear growing up such as, “talk is cheap, but actions speak” and “talk the talk and walk the walk.” While these quotes are kind of cheesy and are totally cliché, one thing is for sure, they are right! If you want to build trust with anyone, you’ve got to follow through on what you say with actions that match. So whenever possible, always make sure you are keeping your commitments. Doing so you will increase trust with the people you work with and anyone else you interact with.
Rule #3: Communicate, communicate, communicate!
The biggest problem I’ve seen with the teams I’ve worked with isn’t always people who do not follow through on their promises. The bigger problems often arise when a broken promise isn’t communicated properly. For example, when you are working on a project, dates are usually pretty important. When you attach a date to the work you do, you are making a promise or commitment to get that work done by that date. Someone in the next stage of the project pipeline is probably waiting for your work to be completed so they can start their work. However, we all know that things go wrong, especially in the world of UX projects. Suddenly, that date you committed to cannot happen. So you have a real problem now. You must break your promise. Are people going to stop trusting you? Probably not, if you communicate right away to those who are affected and set a new, clear expectation. Most people can work with your imperfections as long as you are up front and give folks a heads up. If you can remember to always communicate, you will be on the right track of building trust with the people who rely on you.
Rule #4: Do it, without anyone having to ask
One of the ways I teach my kids to build trust and independence with me is to do things without me having to ask. For me, practicing this simple rule builds the ultimate amount of trust in a relationship. When you know someone will take care of something without you having to even ask, it is the most amazing place a relationship can be. This is not to say that people need to be mind-readers, but it is nice when you reach a level of trust where you can anticipate accurately what someone else needs or wants and simply deliver it without them having to ask you.
To build trust within your team or organization, try adding in best-practices and processes that help anticipate the needs of others. Little things such as, setting up a meeting to get an initiative started when someone else is swamped, can be a really nice way to build trust and show someone you have their back. Another great best practice to build trust is to under promise and over deliver. Going back to the scenario of missed dates during a project, start to develop a track record of delivering early. This practice will earn you a lot of trust. A nice side benefit, building trust will often buy you more understanding and empathy when you do have to occasionally miss a deadline.
Follow these 4 simple rules to help you build more team trust, foster stronger relationships and create a more positive and productive work environment. Good luck!
