How to build trust with TED’s “Fixable” co-hosts Anne Morriss and Frances Frei
Jan 13, 2025
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Anne Morriss, co-founder of The Leadership Consortium, and Frances Frei, a Harvard Business School professor, dive deep into trust dynamics. They unpack the "trust triangle" of empathy, authenticity, and logic, revealing how individuals and organizations can identify their "wobbles" and strengthen their anchors. The conversation highlights common trust pitfalls in workplaces and offers actionable steps for building resilient, trust-driven environments. They also discuss the importance of ambition as a tool for transformative leadership.
The Trust Triangle, consisting of authenticity, logic, and empathy, serves as the foundational elements crucial for building and maintaining trust in relationships.
Addressing the common organizational failures around trust involves aligning capabilities with job expectations and fostering a culture of empathy and transparency.
Deep dives
The Importance of Trust
Trust is vital for individuals and society, functioning as an essential social lubricant that facilitates collaboration and positive interactions. However, there has been a noticeable decline in public trust in institutions like the media, government, and businesses over the past 25 years, leading to skepticism and cynicism in society. This erosion of trust not only makes relationships more challenging but also hampers the ability to work together effectively, showcasing a significant cultural issue. To rebuild trust, it is crucial to understand its foundational components and work actively to restore relationships at both individual and collective levels.
The Trust Triangle
The concept of the Trust Triangle highlights three essential drivers of trust: authenticity, logic, and empathy. A strong belief in these attributes from one person to another can foster trust, acting almost like a mathematical equation where the presence of all three creates a trustworthy environment. Interestingly, while individuals may lose trust temporarily due to 'wobbles' in these areas, it is not fatal; rather, rebuilding it can strengthen relationships. This myth that trust, once broken, cannot be repaired is debunked, indicating that with the right understanding and effort, trust can be reestablished.
Self-Diagnosis and Improvement
Individuals can diagnose their trust relationships by reflecting on their last interaction where trust was lacking, identifying which aspect of the Trust Triangle was unsteady—whether authenticity, logic, or empathy. This self-awareness facilitates targeted improvement efforts. For example, a person may realize they struggle with authenticity, necessitating a focus on expressing their true self. This playful 'wobble' metaphor underscores that trust issues are common and can be addressed effectively without being seen as detrimental.
Organizational Trust and Change
At the organizational level, trust issues often stem from designs that do not align capabilities with job expectations, leading to disconnection and frustration. An organization's failure to empathize with employees or stakeholders can foster a culture where meritocracy is compromised, ultimately eroding trust across all parties involved. Successful leaders manage to foster trust and navigate crises by embracing transparency and addressing empathy wobbles. As organizations change, especially during crises, it becomes crucial to honor past experiences while cultivating a compelling vision for a future that inspires progress and momentum in trust-building.
There’s a myth about trust: that once you lose it, it’s gone. In reality, most of us walk around losing and rebuilding trust every day. In today’s episode of Hello Monday, Jessi Hempel sits down with Anne Morriss and Frances Frei to get to the bottom of trust and uncover how we build, and rebuild it.
Anne is the co-founder of The Leadership Consortium, a management consultancy that helps organizations unlock leadership potential and drive positive change. Frances is a beloved professor at Harvard Business School and a leading authority on organizational behavior, leadership, and trust. The two are authors of three books together, including Unleashed: The Unapologetic Leader's Guide to Empowering Everyone Around You, and are co-hosts of the TED podcast Fixable.
Together, they discuss:
The “trust triangle,” comprised of the three qualities that are foundational to trust: empathy, authenticity, and logic.
Finding your “wobble,” the quality that wavers, and your “anchor,” the quality that always holds strong.
How to build trust as individuals, how to build trust in a team, and how to build trust in a workplace.
The most common reasons organizations fail when it comes to trust.
How to transform your leadership for lasting change.
How to amplify your ambition for faster results.
Continue the conversation with us at Hello Monday Office Hours! RSVP here to join us on the LinkedIn News page this Wednesday at 3 PM EST.
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