Week 33, 2019
The Trust Equation: Capability, Intimacy, and Alignment
Each week I share three ideas for how to make work better. And this week, those ideas all relate to trust and the permutations thereof.
Why am I writing about this? Trust is a funny thing. We all know it’s important. And yet we all struggle to explain how and why we trust. All of us except Charles H. Green — the creator of the Trust Equation:
The equation is simple enough to understand.
But there’s a lot to it.
Let’s unpack it, shall we:
1. Capability
Some people we trust because of what they know. They’ve got expertise that we can learn from. It’s a rational type of trust based on credibility and reliability, and it’s typically afforded to subject-matter experts, consultants, and the like. If that’s the type of trust you rely on, and you wish to build deeper and more meaningful relationships, try to find shared experiences and/or ways to align your incentives.
2. Intimacy
Others we trust because of how they make us feel; intimacy is about feeling safe, heard, and cared for. It’s the type of trust that we afford close friends and family — people we trust to keep our deepest kept secrets. If that’s the kind of trust that you rely on and you want to expand the relationship (i.e., start a business with a close friend), take care to align expectations regarding credibility and reliability, and/or incentives.
3. Alignment
Yet others we trust because they’re in the same boat as us. It’s the type of trust we afford team members and business partners — people whose self-orientation aligns with ours. If we win, they win. And if we lose, they lose too. If that’s the kind of trust that you rely on, and you want to strengthen the relationship, try to find shared experiences and/or opportunities to establish credibility and reliability.
Every time we interact with someone we build or lose trust. To illustrate this point, Shopify CEO Tobias Lütke talks about a “trust battery”. Batteries charge and discharge. So too does trust batteries. And just like their physical counterparts, trust batteries take a lot longer to charge than to discharge.
Alignment is especially important. That’s why Green’s equation uses self-orientation as the denominator. No amount of capability and intimacy will help unless we’re also aligned. Put in other words, reaffirming alignment is likely the best thing you can do to recharge your trust battery.
That’s all for this week.
Now get back to work.
PS. If you are curious to know more about Green’s Trust Equation, check out this 30-min webinar.
