Why trust is a journey not a one-time event

I’ll never forget something a CEO taught me early in my career. He would stop by my desk regularly. No agenda. No formalities. At first, it felt routine. But over time, I began to see the pattern. Just a simple, “How’s it going?” At the time, it seemed insignificant – a polite hello. But now, I see it for what it was: a trust-building moment. His casual approach made it easier for me to open up, share my concerns, and speak honestly. It wasn’t about the words.  It was about the intention behind them. Trust doesn’t just happen. It’s built with consistency, action, and a lot of listening. As a leader today, I do my best to do the same. If your team isn’t approaching you, here’s what may help: - Be present.  ↳ When someone comes to you, put everything else aside and truly listen. - Avoid shutting them down.  ↳ The first “no” can be the last time they trust you with their ideas. - Go to them.  ↳ Don’t wait for trust to walk through your door, go and build it where they are. Here’s something not many will tell you: If your team isn’t coming to you, it’s not on them. It’s on you. So go to them. Because trust isn’t a gift – it’s a responsibility.

People don’t trust your words. They trust your patterns. You can promise change. You can talk about doing good. But if your past actions show the opposite, people will remember that first. That’s the reality in life. And it’s the same in design. A product doesn’t earn trust with a shiny new update. It earns trust through consistent experiences over time. Think about it: If an app keeps crashing, will one bug fix rebuild confidence? If a brand keeps overpromising, will one new feature restore loyalty? No. Trust isn’t built overnight. It’s built in patterns, not promises. This is a principle I emphasize when I speak with students and professionals: Consistency is the real credibility. Because in careers, in design, in leadership — people don’t remember what you said. They remember what you repeatedly did.

Memoirs of a Gully Boy Episode 36: #Trust – The Foundation of Impactful Leadership Trust is the cornerstone of every successful relationship, whether it’s with your team, clients, or stakeholders. It’s the invisible currency that fosters collaboration, inspires loyalty, and drives meaningful results. Earning Trust in the Early Days In one of my first leadership roles, I was tasked with managing a team of seasoned professionals who were skeptical about my approach. I knew that earning their trust wouldn’t happen overnight. Instead of asserting authority, I spent the initial weeks observing, listening, and understanding their challenges. When I finally proposed changes, they were based on what I had learned from the team. The response was overwhelmingly positive because they felt heard and respected. Trust wasn’t built with grand gestures but through small, consistent actions that demonstrated empathy and accountability. Lesson 1: Trust is earned through listening and delivering on promises, not by demanding it. Building Client Trust in a Crisis A project for a major client once faced an unexpected technical failure just days before launch. The client was understandably frustrated, and tensions ran high. Instead of deflecting blame or downplaying the issue, I took full ownership, provided a transparent timeline for resolution, and kept them updated at every step. This approach turned a potentially damaging situation into an opportunity to strengthen the relationship. The client appreciated the honesty and accountability, and our partnership grew stronger as a result. Lesson 2: Trust thrives on transparency, especially in challenging times. Empowering Teams Through Trust Trust isn’t just about earning it for yourself—it’s about extending it to others. During a high-pressure system migration project, I delegated critical tasks to team members who were relatively new. While some questioned the decision, I trusted their capabilities and provided the necessary support. Their performance exceeded expectations, and the project was a resounding success. That experience reinforced that trust empowers individuals to rise to challenges and reach their potential. Lesson 3: Trust isn’t a risk; it’s an investment in people’s growth and confidence. Sustaining Trust Through Integrity Trust, once broken, is hard to rebuild. Over the years, I’ve learned that the simplest way to sustain trust is to lead with integrity. Whether it’s meeting deadlines, delivering quality, or admitting mistakes, consistency in actions speaks louder than words. In one instance, a client project faced delays due to unforeseen challenges. Rather than overpromising and underdelivering, I laid out a realistic plan and ensured that every milestone was met thereafter. That consistency solidified trust, even in difficult circumstances. Lesson 4: Trust is maintained through unwavering integrity and consistent follow-through. To be continued...

You're standing in front of a microwave, hoping for a meal in seconds. When it dings, what you get is a soggy mess. That’s what happens when we try to rush TRUST in business. It’s tempting to believe that one email or post will seal the deal, but that’s rarely true. Trust isn’t a quick fix; it’s more like a slow-cooked dish that needs time to develop. And that’s what makes it valuable. Think about the brands you trust. Did they earn your loyalty overnight? Probably not. They showed up consistently, delivered on promises, and proved their worth over time. They understood that trust is the foundation of success, and it can’t be rushed. As an entrepreneur, it’s easy to want quick results, but the relationships that lead to long-term success are built slowly. It’s not about quick wins; it’s about playing the long game, where trust is everything. The next time you’re tempted to take a shortcut, remember: You can’t microwave experience or relationships. But if you invest the time, the rewards are worth it.

I once worked with a team that was, quite frankly, toxic. The same two team members routinely derailed meeting agendas. Eye-rolling was a primary form of communication. Side conversations overtook the official discussion. Most members had disengaged, emotionally checking out while physically present. Trust was nonexistent. This wasn't just unpleasant—it was preventing meaningful work from happening. The transformation began with a deceptively simple intervention: establishing clear community agreements. Not generic "respect each other" platitudes, but specific behavioral norms with concrete descriptions of what they looked like in practice. The team agreed to norms like "Listen to understand," "Speak your truth without blame or judgment," and "Be unattached to outcome." For each norm, we articulated exactly what it looked like in action, providing language and behaviors everyone could recognize. More importantly, we implemented structures to uphold these agreements. A "process observer" role was established, rotating among team members, with the explicit responsibility to name when norms were being upheld or broken during meetings. Initially, this felt awkward. When the process observer first said, "I notice we're interrupting each other, which doesn't align with our agreement to listen fully," the room went silent. But within weeks, team members began to self-regulate, sometimes even catching themselves mid-sentence. Trust didn't build overnight. It grew through consistent small actions that demonstrated reliability and integrity—keeping commitments, following through on tasks, acknowledging mistakes. Meeting time was protected and focused on meaningful work rather than administrative tasks that could be handled via email. The team began to practice active listening techniques, learning to paraphrase each other's ideas before responding. This simple practice dramatically shifted the quality of conversation. One team member later told me, "For the first time, I felt like people were actually trying to understand my perspective rather than waiting for their turn to speak." Six months later, the transformation was remarkable. The same team that once couldn't agree on a meeting agenda was collaboratively designing innovative approaches to their work. Conflicts still emerged, but they were about ideas rather than personalities, and they led to better solutions rather than deeper divisions. The lesson was clear: trust doesn't simply happen through team-building exercises or shared experiences. It must be intentionally cultivated through concrete practices, consistently upheld, and regularly reflected upon. Share one trust-building practice that's worked well in your team experience. P.S. If you’re a leader, I recommend checking out my free challenge: The Resilient Leader: 28 Days to Thrive in Uncertainty  https://lnkd.in/gxBnKQ8n

After decades in leadership, I’ve witnessed the fragility of trust firsthand. Team trust is the invisible thread holding everything together, and it isn’t built in grand gestures. It’s earned - or lost - in those small moments when we think no one’s watching. What really stands out to me as trust-breakers are seemingly small events - things like forgetting to acknowledge contributions or showing favoritism in meetings. But it’s these issues that can have seismic impacts on team dynamics. People notice when leaders don’t give credit where it’s due, and they feel unappreciated as a result - creating a domino effect of lower morale and productivity. Here’s a hard truth I’ve learned in my time leading teams: While trust takes years to build, it can evaporate in seconds. The most damaging part? It’s not always about major ethical breaches. Sometimes it’s those subtle, throwaway moments - forgetting to acknowledge contributions, showing favoritism in meetings - that create hairline fractures in the foundation of your leadership. The trickiest part is that once trust is broken, there’s often no way back. I’ve seen talented leaders forced to leave roles not because of dramatic failures, but because they couldn’t rebuild trust after seemingly minor missteps. Ultimately, what I’ve come to realize is that trustworthiness isn’t just a leadership principle. It’s your most valuable currency. Guard it zealously in every interaction, no matter how small, because once you’ve created that bond of trust, your team can do incredible things. #ethics #organizationalculture #businessintegrity

"Trusted" versus "Trustworthy" This may seem counterintuitive when we talk about #DigitalTrust, but the most forward-thinking technology leaders have stopped chasing "Trust" and focus on being Trustworthy instead. This is a shift in thinking that changes everything: Being "trusted" is passive. It's past tense. A binary outcome that either happened or didn't. It can breed complacency—"We're trusted now, so we must be doing everything right." When technology evolves rapidly, complacency is unacceptable. Being "trustworthy" is active. It's present tense. It's about the behaviors and choices you make today that earn trust tomorrow. And better choices right now get built into technology and processes for the future. If trust is the destination, trustworthiness is both your vehicle and your GPS. What does digital trustworthiness actually look like? 🔄 Continuous - Trust isn't a one-time achievement. It's renewed and earned (or lost) with every decision. 🎯 Focussed on expectations - Know what your customers, communities, and stakeholders value, then deliver on those values consistently. 🔍 Transparent - Trustworthiness is on a spectrum. You can't be everything to everyone, but you can be transparent about what you do and why. The difference matters more than ever as we deploy AI, handle data, and shape digital experiences that affect millions of lives. Don't just aim to be trusted. Commit to being trustworthy. Learn more about our work on Digital Trust and Trustworthy Technology here: https://lnkd.in/eyPwBJPi Let me know, what does trustworthiness look like in your work? #DigitalTrust #Technology #Leadership #Ethics #AI #TechResponsibility

Trust is the backbone of any successful negotiation, and it’s in short supply these days. Without trust, even the best-intentioned discussions can fall apart. When two sides trust each other, the conversation shifts from winning the moment to creating something lasting. It’s not just about the immediate terms—it’s about building solutions that make both parties better in the long run. Take the recent union negotiations as a prime example. The strike card is powerful: no workers means no revenue, no profit, and an organization bleeding cash. But once it’s played, it’s over. There’s no more leverage left to use. The most successful negotiators know that leverage works best when held, not wielded early. The other challenge? Narrow thinking. Focusing only on immediate wins—like wage increases—can backfire. A smarter strategy looks beyond today and asks: how do we build something that holds up next year, the year after, or even through the next crisis?Agreements that factor in future flexibility, like wage escalators tied to industry changes, can hedge against unpredictable events. But even with the right strategy on paper, the real test lies in communication. How do you sell a complex, long-term deal to people who only see the short-term? That’s where trust comes back into play—aligning everyone through clear communication and consistent follow-through. At the core of any great negotiation—whether it’s labor unions, business partnerships, or high-stakes deals—is trust. And trust isn’t just a feeling. It’s built through actions: ▪ Clear communication that keeps everyone in the loop ▪ Collaborative solutions that prioritize long-term outcomes ▪ Following through on commitments, again and again Negotiations aren't about winning today—they're about creating value over time. And that only happens when both sides know they can rely on each other, not just to talk but to show up and deliver.

Trust Isn’t Lost Overnight I recently read an article ranking the top trust-eroding crises—big, headline-grabbing events that shake organizations to their core. Interesting? Yes. But in my experience, the most significant damage to trust is rarely caused by singular events. It’s the quiet, steady erosion: a thousand small cuts from neglect, inaction, or missteps around the key drivers of reputation. These overlooked areas—often failures in consistency, transparency, and responsiveness—add up over time, creating vulnerabilities that can be just as devastating as a major crisis. The good news? Trust can be protected and strengthened with deliberate, consistent attention and action. Companies that stay vigilant on what matters most — delivering on their purpose, relationships, values, and communication don’t just mitigate risk—they build resilience and loyalty. Are we paying enough attention to the little things that matter most? #trust #reputation #crisiscommunications #reputationmanagement #reputationrisk

Leaders launching programs without trust are building dream homes on unstable ground. Trust forms the solid foundation that makes all other leadership efforts possible. Without it, every program—no matter how innovative—collapses under pressure. Think of trust as your organization's shock absorber. When market conditions shift, strategies pivot, or difficult decisions arise, trust ensures your team adapts rather than fractures. Without established trust, even your best initiatives quickly lose credibility: • An innovative employee-experience project feels superficial. • Conscious leadership training is dismissed as performative. • New DEI efforts are viewed cynically as compliance exercises. Building trust doesn't require complex theories—just consistent, predictable actions: • Clearly outline what's coming next quarter, and then deliver exactly as promised. • Regularly communicate updates, maintaining transparency even during quiet periods. • Address unavoidable changes openly, providing clear context and sufficient notice. I've seen this approach succeed repeatedly. One executive team facing significant distrust after leadership turnover made three clear promises for Q1. They met each commitment exactly as promised and communicated the results transparently. Within two quarters, their trust metrics improved by 12%. Start simply: Commit to one concrete action your team can count on in the next month—and follow through precisely. Invest first in trust. Every other initiative depends entirely upon it.