The Trust Equation in High Performing Teams

David Maister explains the trust equation in his book, ‘The Trusted Advisor’ (2000).

$$ Trust = {Credibility + Reliability + Intimacy \over Self‑orientation} $$

The Trust Equation covers the most common meanings of trust that you encounter in everyday business interactions. What’s important to remember is that the meanings are almost entirely personal, not institutional. People rarely give over their trust to institutions; really they trust other people. While companies are often described as credible and reliable (the first two components of The Trust Equation), it’s really the people within the companies that make those companies what they are. And intimacy and self-orientation are almost entirely about people. Trust in business and selling requires good “scores” on all four variables in the Trust Equation. You want high credibility, reliability and intimacy, and low self-orientation. Living the four Trust Values is the best way to increase your trustworthiness. When others around you go the extra mile when there is nothing to gain, then the trust builds and the performance goes through the roof. There’s a reason the TEAM is spelled like this - it's because together everyone achieves more.