The Trust Factor

The Trust Factor, The Science of Creating High-Performance Companies, by Paul J. Zak,  Amacom 2017

If you think that building or repairing trust is an impossible dream not doable in the real world, author Paul J. Zak, a neuroscientist, has news for you.  It's not rocket science says Zak, it's brain science, in particular the work of the happy chemical oxytocin. 

As a neuroscientist, Zak wants us to understand how oxytocin works to create caring compassion as well as trust in an organization.  Although we have heard much good press about enlightened leaders like Barry-Wehmiller, Nypro's Gordon Lankton, The Trust Factor is designed to spread the good word among professionals working hard, often stressed, and sometimes neglected.  For example:

Trust builders:

*  Connecting.  Apparel maker lululemon athletica has built caring into its daily huddles.  Managers take the first five minutes to ask colleagues to bring up anything that is keeping them from being fully present, and to clear it away.  People typically discuss personal issues or work challenges and receive feedback and support.  Lululemon leaders believe these interactions cause colleagues to see each other as whole human beings, not simply employees. 

* Helping.  At the design firm IDEO, according to a Harvard study, 89 percent of colleagues help others with their projects.  Spanning responsibilities and titles, helpers are those viewed as most competent and trustworthy.  There is no financial incentive to help others.  IDEO hires people and cultivates a culture where helping others solve problems is valued and enjoyable.  Helping is built into how IDEO colleagues brainstorm, prototype, and test designs.  

These few trust-building activities, says Zak, cause oxytocin to be released while recipients of trust reciprocate by being trustworthy and more trusting of others.  "Trust motivates a desire to make an extra effort to reach organizational goals.  A culture of trust is a powerful lever on human behavior - as long as it is properly implemented."

Its a big opportunity for management to think about and recast its leadership style to one more directed by brain chemistry, and less by profit and loss tracking, although in the end the results may indeed align.  As an engineering guide to getting "the soft stuff" right, Trust Factor identifies eight components of a culture where employees feel empowered, valued, and happy: - 

1.  Ovation:  recognizing colleagues who contribute to the organization's success

2.  eXpectation:  setting high standards and stretching to meet goals

3.  Yield:  empowering people to share their expertise and choose how to do projeccts

4.  Transfer:  enabling self-management and customized job crafting

5.  Openness: sharing information broadly with colleagues

6.  Caring:  intentionally building relationships and prioritizing empathy

7.  Invest:  committing to "whole person" development and work-life integration

8.  Natural:  allowing leaders to be human, honest and vulnerable.

We spent days, hours, years at work.  Why not do it joyfully?

Patricia E. Moody

FORTUNE magazine  "Pioneering Woman in Mfg" 

IndustryWeek IdeaXchange Xpert

A Mill Girl at Blue Heron Journal, on-line resource for business thought-leaders and decision-makers, https://sites.google.com/site/blueheronjournal/, tricia@patriciaemoody.com, patriciaemoody@gmail.com, pemoody@aol.com 

978 526-7348 cell 978 578-5200