At the recent Vermont Chamber’s Solution Summit, I had the pleasure of discussing a topic that should resonate deeply with leaders today: trust in the workplace. In a world where technology continues to shape the future of work, the importance of human connection and trust can often feel overshadowed. However, as research consistently shows, building trust is the key to a successful and engaged workforce. In this blog, I’ll share some of the insights and strategies I presented.
The Three Elements of Workplace Interaction
I started off the workshop by drawing 3 circles connected like a triangle on the flip chart and put a C, P and R in the middle of each circle. I then explained to the crowd of 50 participants that in every workplace interaction, there are three elements always at play: Content, Process, and Relationship. Many of us focus heavily on the first two – the tasks at hand (content) and the systems or methods used (process) – especially in task-oriented cultures like the U.S. However, the most undervalued and often weakest link is relationship, despite being crucial for long-term success.
Strengthening workplace relationships should be a priority for leaders, as it forms the foundation for trust and collaboration. Without investing time in the human element, even the most well-organized processes can falter.
Trust: A Cornerstone for Success
Stephen Covey’s concept of trust as a “cornerstone” of success is built on two key pillars: Character and Competency. Character involves keeping commitments and acting with integrity, while competency is demonstrated by delivering results and seeking feedback. High levels of both create a culture of trust, while a deficiency in either can lead to disengagement and distrust.
I liken trust to a piggy bank: with every action, we either deposit or withdraw from it. Leaders must strive to deposit more than they withdraw by maintaining their integrity and delivering on promises. The ultimate goal is to prevent trust “bankruptcy,” where disengagement and dissatisfaction reign, leading to high turnover rates and low productivity.
The Importance of Belief-Behavior Conversations
One of the most effective tools for building trust is what I call the Belief-Behavior Conversations. These are discussions aimed at uncovering the underlying beliefs that drive employee behaviors, rather than merely addressing surface-level actions. In the workshop, we explored how understanding an employee’s belief system can lead to meaningful behavioral changes and stronger relationships.
For example, if an employee consistently shows up late, a typical response might be to issue a warning or note the behavior in their performance review. However, engaging in a belief-behavior conversation could reveal that the employee is struggling with personal responsibilities, like childcare, which then allows for a more empathetic and constructive solution.
Real-World Example: Pixar’s Transformation
A case study that really brought these concepts to life was Pixar’s internal transformation during the production of Toy Story 2. The team faced significant tension and communication breakdowns, leading to unproductive work environments. Through belief-behavior conversations, Pixar leadership uncovered the root cause of these tensions – a belief that certain voices weren’t being heard. By addressing this belief, the team improved collaboration and creativity, leading to the success of future projects like Finding Nemo and The Incredibles.
Actionable Steps for Leaders
Here are some practical steps leaders can take to build trust and improve workplace dynamics:
Implement Belief-Behavior Conversations: Make time for regular one-on-one meetings to discuss the beliefs driving employee behaviors. These conversations build trust and provide deeper insights into what motivates your team.
Invest in Employee Wellbeing: A Deloitte report showed that companies investing in wellbeing initiatives saw a 30% improvement in retention. Prioritize your employees’ mental, physical, and emotional health.
Develop Learning and Development Programs: According to LinkedIn’s Workplace Learning Report, 94% of employees would stay longer if companies invested in their growth. Offering continuous learning opportunities is essential for retaining top talent.
Trust isn’t built overnight, but by focusing on relationship development and addressing the beliefs that drive employee behaviors, leaders can create a more engaged, loyal, and high-performing workforce. Whether it’s through belief-behavior conversations or investing in employee wellbeing, the strategies discussed at the Vermont Chamber’s Solution Summit offer a blueprint for building trust in any workplace.
For those interested in exploring these concepts further, I’ve developed an e-book that dives deeper into belief-behavior dynamics, trust-building strategies, and practical tools for leaders. You can download it here or reach out to me directly for more information.