SOO Culture Team Concept: Building (and Rebuilding) Trust on the Team

Merriam-Webster defines trust as “firm belief in the character, strength, or truth of someone or something”. Trust is one of the most crucial components of being a leader, as without confidence and faith in your words and actions, there’s no hope for a team to take your vision, attempts to generate enthusiasm, and even decisions seriously. Trust improves communication, teamwork, creativity, and creates a more positive environment. It goes without saying, then, that building trust on the team – or rebuilding it, if you’ve lost it – is key to creating a positive culture. Luckily, as SOOs we are uniquely positioned to be the “trusted agent” in the office:


  • SOOs are in the office operations area more than any manager

  • SOOs have a pulse of operations, including the good, the bad, and the ugly

  • SOOs are key components of both the operational staff and the management team, and thus are a conduit to relay information with the right level of context, both ways (staff to management and management to staff)

  • As managers, SOOs are able to communicate things to the MIC before they become an issue


This Harvard Business Review article discusses the importance of trust, and lays out key steps to creating trust with your teammates. The article references the “Trust Triangle”, laying out the three drivers of trust: Authenticity, logic, and empathy.

Ways to Build Trust

Three generalized means by which we can build trust, as discussed in this short Harvard Business Review summary, are:


  • Creating positive relationships

  • Demonstrating expertise and good judgment

  • Being consistent


On the surface, these seem like simple actions we can take as leaders, but in reality, they are a culmination of every little thing we do as SOOs, from how we approach conversations with the rest of the team (do we stop in and say good morning, or go immediately to our work area?), to how we handle difficult conversations (do we practice active listening?), to how we handle problems that come up (do we approach issues the same way each time?). Thus, it’s important to remember that everything you do on a daily basis can help to build – or erode – trust. There are some common, everyday ways that we can build trust as SOOs – or ruin it, if we approach things poorly:


What if You've Lost Trust and Need to Rebuild it?

If you’ve lost trust with someone, or your team as a whole, realize first and foremost that rebuilding and regaining trust can take considerable time. It’s been said that “trust is like a piece of paper; once it’s crumpled, it cannot be perfect again.” Do you believe that? How can you make that piece of paper as close to perfect again as possible? Some ways that you can work to rebuild trust include the following:


  • Acknowledge what happened (own it)

  • Take small steps, rebuilding trust is a marathon not a sprint

  • Be patient

  • Demonstrate authenticity


This article from Psychology Today points out that simply apologizing is unlikely to rebuild trust, and even says that offering explanations and excuses can actually make matters worse. While the article is focused on trust in personal relationships, the concepts can be applied to a team environment, too. It discusses seven components that are important to rebuilding trust:


  1. Listen to the other person’s anger and hurt feelings

  2. Empathize with them

  3. Ask what is needed to prevent a recurrence

  4. Be conscientious to do things that show trustworthiness

  5. Take full responsibility for your actions. Don’t sidestep the issue or try to shift blame to the other person.

  6. Make a heartfelt apology expressing your regret

  7. Continue to have open and honest communication


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