Building trust virtually vs in person

As project managers, we spend a lot of time talking about tools, processes, and delivery frameworks—but far less time talking about the invisible structure that holds projects together: trust.

In this Top Shelf Replay episode of Project Management Happy Hour, Kim Essendrup and Kate Anderson revisit one of the show's earliest and most enduring concepts: Trust Bricks. Originally recorded in 2018, this short but powerful episode explores how trust is built—not through grand gestures or heroic saves—but through consistent, everyday actions that compound over time.

The core idea is simple: trust is predictability. When you repeatedly do what you say you'll do—whether that's sending meeting notes on time, honoring estimates, or showing up prepared—you lay one small Trust Brick at a time. Over weeks, months, and years, those bricks form a structure strong enough to withstand missed deadlines, bad news, or the occasional broken promise.

Kim and Kate break down why Trust Bricks matter so much in project environments:

• Teams are more honest with you when they trust you

• Estimates improve when people believe they won't be punished for telling the truth

• Difficult conversations become easier when everyone believes you're on the same side

• Sponsors give you more latitude when your track record is consistent

The conversation also explores what happens when trust breaks—and how the same Trust Brick approach can be used to rebuild credibility. Rather than trying to restore trust with a single "big win," the hosts argue that rebuilding starts small: partial deliverables, frequent check-ins, and deliberately meeting micro-commitments until confidence is restored.

In the replay commentary, Kim and Kate reflect on how their thinking has evolved since the original recording. They discuss:

• The role of showing up consistently, even when no explicit promise was made

• How trust operates differently in virtual and remote teams

• Why strong performers can accidentally set expectations that lead to burnout

• How leaders vary widely in how much "trust damage" they tolerate before overreacting

The episode also revisits the journey of Trust Bricks beyond the podcast, including Kim's experience delivering a TEDx talk on the topic and refining the framework into three enduring lessons:

1. You are always building or breaking Trust Bricks—whether you realize it or not

2. Missed expectations don't pause trust building; they actively tear it down

3. Unspoken expectations are the fastest way to accidentally destroy trust

This episode is a reminder that trust isn't soft, vague, or optional—it's a core delivery skill. If you want stakeholders who back you, teams who tell you the truth, and projects that don't require constant firefighting, it starts with sweating the small commitments.

The next time you make a commitment—big or small—ask yourself: Am I laying a brick… or cracking one?

Check out Kim's TEDx talk at trust-bricks.com or on the TED youtube channel

Want more PM reality without the fluff? Join the PMHH membership for courses, templates, community, and direct access to Kate and Kim. https://pmhappyhour.com/membership