The 5 Dimensions of Trust

Trust has long been part of the underpinnings of society, and it is often used and abused in the business world. Even though trust is a key aspect to all relationships, it is misunderstood or mismanaged in many companies, which leads to serious consequences over time.
Psychological research suggests that trusting relationships have three characteristics: Predictability, Caring, and Loyalty. A composite of dictionary definitions adds three others: Reliance, Belief, and Faith. These six characteristics of trust are present, in greater or lesser degrees, across five different dimensions.

1. Executive – Everybody Else: The predictability and reliability of executive management in the eyes of the employees will, in large, determine the loyalty of the workforce in tough times. Unfortunately, many surveys and research studies report that senior management is the least trusted group in an organization.

Three ways to raise the level of this dimension:
1. Open and honest communication to all levels of the company
2. A collaborative approach to the workforce
3. Consistent principles and behaviors

2. Manager – Employee: Research on this dimension consistently reports that employees have a greater level of trust in their immediate supervisor than any other management level in the firm. When a manager’s behavior toward employees is consistent over a period of time, employees can reasonably predict that manager’s behavior. The manager will be trusted at a high level. Managers who have difficulty demonstrating faith in others are typically not highly trusted.

Three ways to raise the level of this dimension:
1. Tell the truth and share honest information, even if it’s to your disadvantage
2. Demonstrate and foster a win-win focus
3. Actively seek feedback

3. Peer-to-Peer: Manager-Manager/Employee-Employee: Where the first two dimensions span the company hierarchy, this dimension explores horizontal interaction. Trust is a foundational piece of teamwork, and the presence or absence of trust can predict the effectiveness of a team or group of peers. This dimension can be greatly impacted by collusion, secret interactions, plots and agreements that undermine and erode authentic, constructive workplace interactions.

Three ways to raise the level of this dimension:
1. Create opportunities for social interaction
2. Take a strong line against collusion and other demoralizing and counter-productive behaviors
3. Motivate employees at all levels to solve problems by providing appropriate training, resources and rewards

4. Facing the World: Company – Market: The impact of this dimension has been apparent for some time, from the downfall of Enron to the Wall Street and mortgage banking issues that face us today. Consumers have “advertising fatigue,” and demand a more personal relationship with the companies with which they do business.

Three ways to raise the level of this dimension:
1. Strive for transparency with your public
2. If a crisis or problem arises, step up and take responsibility
3. Establish two-way communication with your market



5. Procuring Trust: Company-Vendors-Partners: Though this may be the least-reported-on dimension, the presence or lack of trust with suppliers, vendors and third party partners has a significant impact on company growth and health. This element of trust is crucial given the increasing role that outsourcing and other third party relationships are taking in today’s business environment.

Three ways to raise the level of this dimension:
1. Set up procurement policies and procedures
2. Make sure your accounts receivable management adheres to agreed up on terms
3. Avoid creating arduous partnering agreements

How does our company stack up across the five dimensions of trust? If you can ensure that the five primary characteristics are present throughout the firm, you will be in a great position to navigate economic and market challenges in today’s business environment.

Released by NEXT LEVEL CONSULTING CO., a 360Solutions Strategic Business Partner.