Trust
Introduction
Trust has different meanings in different contexts. In this article, I will cover it as one of the three fundamental pillars for team excellence. The other two are Purpose and Competencies.
In this three-pillar model, Trust is used as an umbrella term that includes the concepts of Psychological Safety and Vulnerability Based Trust. These concepts are enablers for most of the critical capabilities of any well-functioning team, including:
Ability to take risks
Healthy approach to failure
Utilization of everyone's capabilities fully
Capability to give and receive feedback
Capability for constructive debate
Commitment to joint decisions
Directness in communication and agendas
Knowing what to expect from each person
The scope here is Trust within a team, which includes the team lead and the team members.
Trust vs. Performance
Simon Sinek popularized an example from the military that highlights the value of Trust. In short, it was about asking Operators in Special Forces to describe what they value most in members of their team. The preferred characteristics of a fellow operator were bundled in two buckets: Performance and Trust.
Performance includes things like proven physical capabilities, grades, knowledge of tactics/systems/weapons, tactical skills, etc.
Trust includes things like common values, experience of working together, track record, knowledge of person's weaknesses, experience of person's behavior under extreme stress, etc.
Obviously, the combination of high Performance and high Trust is a winner. However, in case one of the two is lacking, the one with higher trust is picked every time over performance.
Being an ex-military myself, I fully acknowledge the fact that not every concept translates 1-to-1 from military to civil team dynamics, but there is a learning here.
Vulnerability Based Trust
Vulnerability-based trust refers to a level of trust within a group or team where members feel safe to be themselves, express their thoughts, feelings, and doubts, and admit mistakes or weaknesses without fear of judgment, ridicule, or punishment.
Let's break it down a bit further and cover a few key elements of Vulnerability Based Trust.
Openness: willingly sharing information, mistakes, struggles, and learning experiences without holding back.
Psychological Safety: creating an environment where people feel comfortable taking risks, asking questions, and sharing their ideas without fear of retribution or humiliation.
Authenticity: being genuine, true to oneself, and not wearing a mask or playing a role when interacting with others.
Acceptance: acknowledging, respecting, and valuing all team members for who they are, recognizing both their strengths and areas that need development without demanding them to change.
No-judgment: an environment where failures, mistakes, and weaknesses are not used as a basis for valuing or devaluing team members but are seen as opportunities for growth.
In practice, these elements are deeply intertwined and often occur in tandem. For example, an environment that encourages openness typically also cultivates authenticity and safety. Thus, focusing on enhancing one element often concurrently strengthens others, cumulatively building a foundation of vulnerability-based trust within the team.
The value of Constructive Conflict
The true value of a team lies in its capacity to be more than just the sum of its members. If this is not the case, then what you're dealing with isn't a team but merely a group of individuals functioning independently.
The power of a team is drawn from the diversified knowledge and skill sets that supplement and amplify each other. However, this kind of synergy only occurs when team members actively share their thoughts and also comment freely on the ideas of others. This free exchange of ideas is essential to deriving maximum value from a team.
The core enabling factor for the free exchange of ideas is the establishment of psychological safety, underpinned by vulnerability-based trust.
In some instances, teams may avoid conflict entirely due to a lack of trust, resulting in what we refer to as "artificial harmony." In such situations, even though diverse opinions exist, they remain unspoken. Leadership's first expressed opinion is typically accepted without alternatives being considered.
Conversely, there might be extensive debate, but it's not constructive or aimed at the right objectives. This can be termed as "mean-spirited attacks." The discussion, in such a case, becomes a tool for political or personal attacks.
In a situation where there's more than one person present, and only one viewpoint is voiced, then all the other participants become redundant.
Feedback is a Gift, but only if there is Trust
A psychologically safe environment unlocks the value of feedback in many ways:
The fearless communication environment ensures that feedback can be both candid and constructive, fostering an authentic dialogue.
It allows feedback to be received and acted upon positively, seen as an avenue for growth rather than as criticism.
Constructive criticism won't be perceived as an attack. That ensures that the given feedback aims at developmental objectives and is provided in a supportive and non-harmful manner.
It ensures that crucial and sometimes challenging feedback is not suppressed, supporting continuous improvement.
It encourages individuals to be receptive to feedback and utilize it for their personal and professional development.
It promotes a perspective where feedback, even if it is pointed or critical, is welcomed as a valuable input for learning.
By reducing the fear of negative consequences, psychological safety facilitates an environment where feedback is seamlessly integrated into daily operations. It nurtures a feedback-rich culture, promoting constant learning and iterative improvement across all organizational levels.
Leaders play an instrumental role in shaping a psychologically safe environment. By providing constructive feedback, acknowledging their own mistakes, and appreciating honest feedback, leaders can pave the way for a thriving feedback culture supported by psychological safety.
How to Build Trust
Trust is built naturally over time as team members work together and get to know each other better. The intensity and challenge of their interactions contribute to the speed and depth of trust development. However, not all types of work or teams provide these circumstances.
In addition to natural trust-building circumstances, there are two other factors to consider: awareness and exercise. Let me explain further.
While trust can exist without people consciously thinking about it, creating awareness about psychological safety, constructive conflict, and the value of feedback can elevate trust to a new level. This intentional awareness-building process is necessary as it does not happen by accident.
Once awareness has been established, the next step is exercise. Practicing and mastering conflict resolution and feedback are crucial in fostering trust.
So how can a team lead expedite the development of trust?
Encourage interaction: Assign challenging tasks that require collaboration. Delegate responsibilities, divide projects into subtasks, and create virtual subteams. These intentional circumstances promote the natural development of trust.
Team building with clear objectives: Move beyond clichéd team building activities and choose ones that provide insights into work behaviors and help team members understand each other in a work context. Recommended tools include the Birkman Method or The 6 Types of Working Genius by Patrick Lencioni. An exemplary resource for both raising awareness and exercising feedback is "The Five Dysfunctions of a Team" by Lencioni.
Conclusion
In conclusion, trust is the cornerstone of a successful team. It enables teams to navigate challenges, innovate, and adapt to changing circumstances effectively and efficiently. Within the three fundamental pillars of team excellence - Purpose, Competencies, and Trust - trust plays a crucial role in fostering an environment where team members can thrive.
By cultivating trust within a team, including the team lead and members, teams can create a psychologically safe and inclusive space. This allows for open communication, vulnerability, and the free exchange of ideas. It empowers team members to take risks, learn from failures, and fully utilize their capabilities. Trust also promotes constructive conflict, where diverse opinions are welcomed and valued, leading to better decision-making and problem-solving.
Furthermore, trust enables a feedback-rich culture where feedback is seen as a valuable gift for growth and improvement. In a trusting environment, team members can give and receive feedback candidly and constructively, fostering continuous learning and personal development.
To build trust within a team, leaders play a vital role in setting the tone and leading by example. By demonstrating authenticity, providing constructive feedback, and creating a safe and supportive environment, leaders can foster trust and empower their teams to reach their full potential.
