Trust. Can It Be Repaired?
Trust is a fundamental aspect of human relationships, both personal and professional.
But what happens when trust is broken? Can it be repaired?
The answer lies in understanding the science behind trust and the mechanisms that can rebuild it.
Brace yourselves, there’s a lot to cover on this one.
The Science of Trust
To delve into this topic, we must first understand the role of oxytocin, a chemical in the brain often referred to as the "trust hormone."
Research has shown that oxytocin levels increase when individuals experience trust and its reciprocation. In a fascinating experiment, participants were asked to send money to strangers, knowing the amount would triple and that the recipient might or might not share the profits. Blood samples taken before and after these decisions revealed that higher levels of received money (indicating greater trust) corresponded with increased oxytocin production.
This means that higher oxytocin levels predicted the recipients' likelihood to share the money, demonstrating trustworthiness.
Other experiments then administered synthetic oxytocin to participants, revealing that those given the hormone sent significantly more money to strangers than those who received a placebo.
This suggests that oxytocin reduces the fear associated with trusting strangers, thereby facilitating trust.
What!? 🤯 read that again.
So, how can we use this information to build trust?
Trust in the Workplace
The implications of trust extend far beyond individual interactions.
In the workplace, trust has been shown to have profound effects on employee well-being and productivity. Compared to employees at low-trust companies, those at high-trust companies report:
74% less stress
106% more energy at work
50% higher productivity
13% fewer sick days
76% more engagement
29% more satisfaction with their lives
40% less burnout
Yeah, that’s a ton of data to help you understand why YOU need to foster an environment of trust.
Given these statistics, we know trust within organizations is not just beneficial but essential.
But what happens when trust is broken?
Rebuilding Trust: Strategies and Examples
Rebuilding trust is complex. Here are some key behaviors that research shows we can use to help restore trust:
1. Recognize Excellence
Recognition has a significant impact on trust, especially when it is immediate, tangible, unexpected, personal, and public. For instance, Barry-Wehmiller Companies, a high-trust organization, has a program where employees nominate an outstanding peer annually. The winner's contributions are celebrated publicly, fostering a culture of appreciation and trust.
2. Give People Discretion in Their Work
Allowing employees to manage their tasks and projects independently can be a powerful motivator. Autonomy promotes innovation and demonstrates trust in employees' abilities. Oversight can be maintained through risk management procedures and post-project debriefs.
3. Intentionally Build Relationships
Encouraging social connections at work can also help rebuild trust. Studies have shown that when employees build social ties, their performance improves. Companies can facilitate this through team-building activities and social events.
4. Show Vulnerability
Leaders who ask for help and show vulnerability can build trust more effectively. This approach demonstrates security and encourages a cooperative environment. Jim Whitehurst, CEO of Red Hat, has noted that being open about his limitations has helped him build credibility and trust.
5. Share Information Broadly
Transparency is crucial in rebuilding trust. Keeping employees informed about company goals, strategies, and tactics reduces uncertainty and builds confidence. For example, Buffer, a social media optimization company, publicly shares its salary formula, including the CEO's salary, to promote openness.
The Return on Investment for Trust
Companies that successfully foster trust see significant improvements in employee performance and loyalty.
For example, respondents from high-trust companies reported 106% more energy and 76% more engagement at work compared to those from low-trust companies. They also indicated 50% higher productivity and were more likely to recommend their company as a great place to work.
Oh yeah, guess what else! High-trust companies pay more. Employees in these organizations earn an additional $6,450 annually on average, which can be attributed to higher productivity and innovation.
Let’s End it
In conclusion, trust is fragile. By understanding the science behind trust and applying targeted strategies, organizations and leaders can rebuild and even enhance trust.
I’ll leave you with a quote from CEO Max De Pree "The first responsibility of a leader is to define reality. The last is to say thank you. In between the two, the leader must become a servant."
For those of you who want to go down some deep rabbit holes:
Zak, P. J. (2004). The Neurobiology of Trust. Scientific American.
Paul J. Zak (2017). The Trust Factor: The Science of Creating High-Performance Companies. AMACOM.
Whitehurst, J. (2015). The Open Organization: Igniting Passion and Performance. Harvard Business Review Press.
Helliwell, J. F., & Putnam, R. D. (2004). The Social Context of Well-Being. Philosophical Transactions of the Royal Society of London. Series B: Biological Sciences.
Dutton, J. E., & Heaphy, E. D. (2003). The Power of High-Quality Connections. In K. S. Cameron, J. E. Dutton, & R. E. Quinn (Eds.), Positive Organizational Scholarship. Berrett-Koehler Publishers.
Achor, S. (2010). The Happiness Advantage: The Seven Principles of Positive Psychology That Fuel Success and Performance at Work. Crown Business.
Pink, D. H. (2009). Drive: The Surprising Truth About What Motivates Us. Riverhead Books.
Kramer, R. M., & Tyler, T. R. (Eds.). (1996). Trust in Organizations: Frontiers of Theory and Research. SAGE Publications.
Covey, S. M. R. (2006). The Speed of Trust: The One Thing that Changes Everything. Free Press.
Edmondson, A. C. (1999). Psychological Safety and Learning Behavior in Work Teams. Administrative Science Quarterly.