Trust is in short supply. Here’s how to build it up.

There’s a ton of distrust in the world right now.

And, according to the recently released 2023 Edelman Trust Barometer, leaders have a lot of work to do in this area.

Several of the report’s top findings center on businesses and their evolving role in society:

• 60% of employees want their CEO to speak out on controversial issues.

• 80% of the general population want CEOs to be visible when discussing public policy.

• People expect CEOs to shape the conversation and policy on jobs and the economy, wage inequity, technology and automation, global warming, and climate change.

• And 52% of respondents don’t think businesses are doing enough to address societal problems; only 9% say businesses are overstepping.

It’s pretty clear that people want businesses to step up and be leaders, especially when so many people distrust the government.

So why do we spend so little time talking about trust and building it intentionally? And why are so many businesses, governments, and leaders struggling with it right now?

I remember, a couple years ago, I was constantly running late to meetings. I always said, “I’m so sorry I’m late!”

Finally, someone pulled me aside and said, “You’re always apologizing. But you’re not really sorry because you keep doing this over and over. How can we trust you as a leader if you don’t show up for meetings on time? If you don’t hold yourself accountable to the rules?”

I was so grateful for that feedback because it made me realize how my actions were hurting trust!

And the reality is, if you're trying to create change, transformation, and disruption, you need trust…and trust scaffolding to support it. Trust isn’t built by luck or never making any mistakes. We can make intentional choices in our organizations and relationships to consistently build and nurture trust.

So what can you do in your organization to foster the four C’s of trust (competency, communication, consistency, and compassion)? How can you intentionally build trust and the scaffolding necessary to support it?

1. Transparency: When I ask people what they really want in their leader, two things come up again and again: They want people to be honest, and they want people to be fair. You do those two things, and people will trust you. So make openness and transparency part of your culture! Be clear about what the rules are and why. Give access to information — because informational power builds trust.

2. Accountability: Clear rules and boundaries are meaningless unless they’re reinforced fairly. When you reinforce the rules, it creates psychological safety. Imagine someone speaking over you while you’re presenting, and a colleague says, “Wait” and lets you say your piece. Consistent enforcement of rules like “we don’t interrupt each other” makes all the difference in building psychological safety — and trust.

3. Allyship: Being an ally means I will speak up on your behalf when you don't have power. I love this because you can always be on the lookout for opportunities to be an ally for somebody, whether as a leader, a peer, or a friend or family member. Practicing allyship builds deep trust — it shows that you’re here to support others at vulnerable points in their lives. This is always impactful, but especially when leaders with privilege exercise their power on someone else’s behalf.

It can take decades to build trust, but seconds to destroy it. But if you bake transparency, accountability, and allyship into the fabric of your organization (and your personal life!), you will have the trust scaffolding you need to recover from mistakes and steer your team, your company, and your life from deep integrity and trust.

I’m curious: How are you building trust? Are there any ways you’re hurting it? Hit reply and let me know!

– Charlene

My Latest:

• The Breakthrough Brigade excels at readying their rebels and nailing then scaling. That’s great…but how do they do it? In my latest livestream, I discuss the specific actions and outlooks the Breakthrough Bridge does so well — and how you can follow suit.

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• I’m speaking at the California Conference for Women on Mar. 1st, joining a stellar line-up of women including Misty Copeland, Naomi Osaka, and Ginni Rommetty. Both in-person and virtual options are available. Hope to see you there!

Three Good Things:

• What I’m reading: My dear friend Asha Saxena just published her book “The AI Factor”. Drawing on her background as a serial entrepreneur, data science expertise, and Colombia University professor, Asha lays out practical ways for any organization to leverage the power of artificial intelligence. Highly recommended!

• What I’m doing: I love thrift and consignment stores. I always find the best things there! But I have a rule: I can never go empty-handed. Every time I visit, I have to find at least seven things to take in and consign. That way, I’m not just acquiring more stuff — I’m creating some balance between what goes in and what goes out.

• App I’m loving: I love hiking in the hills around San Francisco and often run across a tree, plant, bird, or insect and wondered what it was. Seek by iNaturalist not only identifies the thing but also provides some background and tracks your past finds. Even in urban settings, I find myself pulling out my phone to identify yard plants that I may want to add to my garden. #plantenvy