Trust in the workplace is fragile. Companies and their leaders have added to the inherent suspicion people carry for their bosses by using the terms trust, teamwork, and transparency as buzz words. They hire consultants, hold special meetings, or do team-building and trust-building exercises. Then everyone goes right back to what they were doing before the feel-good exercise, nothing changes, and skepticism and distrust prevail. What is missing in these often empty exercises is that trust is personal. It is emotional. It is earned. It is a foundation that is built—one brick at a time.
In leadership building, maintaining trust in relationships with your people means providing consistent evidence that you can be trusted. Evidence—not empty buzzwords and slogans. Steven R. Covey, author of The 7 Habits of Highly Effective People, likens building trust to making deposits in an “Emotional Bank Account.” Using this metaphor, Covey explains that you build trust by making regular deposits (consistent evidence that you are trustworthy) in another person’s emotional bank account. As you make deposits, like keeping commitments and delivering on promises, the balance of trust in the account grows. When you fail to honor commitments, renege on promises, make the other person feel unimportant or unappreciated, behave in an unlikeable or inconsistent way, you make withdrawals. The theory is, by making regular deposits, trust will be maintained, and there will be greater tolerance for your future indiscretions and mistakes—which you will make, because no matter how hard you try you’ll never be perfect. However, like any bank account, when you make too many withdrawals and allow your account balance to get low or become overdrawn, you lose trust and place the relationship in jeopardy.
