Embedded Files
Trust as the Foundation
Trust as the Foundation
How this applies at Lululemon:
In a fast-paced retail environment, trust determines whether employees:
Speak up during high-pressure moments
Ask for help during peak hours
Share feedback that improves guest experience
Key Concepts Applied
Key Concepts Applied
ABCD Trust Model embedded into leadership expections
Psychological Safety as a requirement for strong teams
SCARF Framework used to reduce threat responses during feedback, scheduling, and performance conversations
How We Scale Trust
How We Scale Trust
Trust is built through systems, not personalities:
Trust assessments at the team level
Psychological safety checklists for managers
SCARF-aware leadership behaviors modeled consistently
Trust-Building Team Toolkit
Trust-Building Team Toolkit
Purpose
Purpose
Equip managers and teams with simple, repeatable practices that build trust, psychological safety, and performance in daily retail operations
What it includes:
ABCD Trust model overview
SCARF model explanation
No-blame culture guidelines
How its Used:
The Trust-Building Team Toolkit is used by lululemon retail managers create psychological safe, high-trust teams through daily leadership practices and team activities. Together these tools above build trust, open communication, and stronger team performance.
Trust-Building Team Toolkit
Trust-Building Team Toolkit
Lululemon Culture Initiative
Purpose
Purpose
This toolkit equips lululemon retail managers with practical tools to build trust, strengthen psychological safety, and create high-performing store teams.
ABCD Trust Model
ABCD Trust Model
Able – Demonstrate competence
Believable – Act with honesty and integrity
Connected – Show care and empathy
Dependable – Follow through consistently on commitments
Manager Self-Check
Manager Self-Check
• Did I demonstrate expertise and confidence?
• Was I transparent in communication?
• Did I show genuine care for my team?
• Did I follow through on commitments?
SCARF Model (Psychological Safety Framework)
SCARF Model (Psychological Safety Framework)
Status – Ensure employees feel valued
Certainty – Provide clear expectations and communication
Autonomy – Allow input and choice in work
Relatedness – Build belonging and connection
Fairness – Treat employees consistently and equitably
Manager Application
Manager Application
• Does this increase clarity (Certainty)?
• Does this protect fairness?
• Does this support autonomy?
• Does this strengthen belonging?
No-Blame Culture Guidelines
No-Blame Culture Guidelines
• Focus on learning from mistakes
• Avoid blame or punishment
• Encourage speaking up about errors
• Support improvement and problem solving
When a Mistake Happens
When a Mistake Happens
1. Stay calm
2. Ask what happened
3. Focus on learning
4. Identify prevention steps
5. Reinforce trust
Trust Repair Framework
Trust Repair Framework
1. Acknowledge the issue
2. Share impact
3. Listen fully
4. Agree on next steps
5. Follow through
Monthly Team Trust Check-In
Monthly Team Trust Check-In
• Do team members feel safe speaking up?
• Are expectations clear?
• Do we address issues directly?
• Do we celebrate effort fairly?
Expected Outcomes
Expected Outcomes
Using this toolkit will increase psychological safety, improve communication, reduce turnover, strengthen engagement, and improve team performance.
Page updated
Google Sites
Report abuse