The Trust Equation

As mentioned in the video above the key concept around building trust is the Trust Equation.

So, let’s take a further look at these components of Trustworthiness.

Credibility

This is the words we speak, whether a client feels they can trust what you say.

Some simple actions we can do to increase our credibility:

• Tell the truth – always.
• Do your research, make sure you know what you are talking about.
• When you don’t know – say so.
• Don’t show off.
• Learn your clients ways of working, terms, subject matter.

Intimacy

This one is more of a soft skill and I think is better described as a combination of Empathy and Emotional Intelligence.

In the book it’s described as the sense of security that someone feels when dealing with you. Their willingness to expand what are acceptable topics, talk openly with you and know that mutual respect will be maintained.

This is the hardest part of the equation to build upon, it’s less tangible, but I think it’s the most important.

Self Interest

The denominator in the equation is self-interest, and there is no greater threat to trustworthiness than appearing to be more interested in yourself than the client.

In the below list there are some behaviours that clients will recognise as signs of self-interest, and some behaviours you can practice demonstrating a lack of self-interest.

Demonstrating signs of self-interest:

• Relate stories to ourselves
• Give answers too quickly
• Finish sentences for clients
• Provide indirect or evasive answers to questions
• Name dropping other clients
• Reciting qualifications
• Passive listening

Demonstrating a lack of self-interest:

• Focus on defining the problem
• Take responsibility for failed communication
• Reflective listening – summarise what you've heard
• Be curious – ask open ended questions
• Saying you don't know