Trust is one of the most complex yet essential dynamics in any relationship, especially in the workplace. Without trust, teams struggle to foster psychological safety or cultivate a culture of feedback. When trust is present, however, people go beyond the call of duty, often staying loyal to leaders they believe in. In fact, it’s not uncommon to see high-performing team members leave flourishing roles to follow trusted managers to new organizations. Simply put, whether you are perceived positively or negatively often hinges on the level of trust others have in you.

Yet, building trust is easier said than done. A quick search on "how to build trust at the workplace" brings up countless tips, making it difficult to know which approach actually works. So, how can we actively build trust in a way that’s authentic and effective?

The Three Elements of Trust: Expertise, Consistency, and Relationships

An individual’s values and early life experiences largely shape their trust-building tendencies, making trust-building highly personal. However, research has provided a framework that can be universally applied. One study, “The 3 Elements of Trust” by Jack Zenger and Joseph Folkman, stands out for its practicality and relevance. Conducted with nearly 80,000 people, this study identifies three primary components of trust: subject matter expertise, consistency in judgment, and interpersonal relationships. These elements have been echoed across various studies as fundamental to trust.

Here’s how each component works in the workplace:

1. Subject Matter Expertise: Knowledge and competence are foundational to trust in a professional setting. Being well-informed and technically proficient demonstrates to others that you can be relied upon for accurate information and sound decisions.

   
   

2. Consistency in Judgment: Trust thrives on predictability. When you “walk the talk” and follow through on your commitments, you show that you are dependable and can be counted on to deliver on your promises.

   
   

3. Interpersonal Relationships: People trust those who show genuine care and investment in their well-being and professional growth. Building positive relationships fosters trust at an emotional level, making it the cornerstone of meaningful connections.

Cognitive Trust vs. Affective Trust

In this model, subject matter expertise and consistency are often associated with cognitive trust, which is based on rational evaluation of a person’s reliability and competence. Interpersonal relationships, on the other hand, build affective trust, which is rooted in emotional connections. These two forms of trust are complementary, yet research suggests that interpersonal relationships tend to matter more when it comes to overall trust.

For example, Zenger and Folkman’s study showed that when scores on relationships were low, even high scores in expertise and consistency could not fully compensate—the overall trust level dropped by 33%. This highlights that while technical skills and reliability are essential, they are not enough on their own. Positive relationships amplify trust, making people feel valued and supported.

The Role of Subject Matter Expertise

In the workplace, expertise is a critical component of trust. People look to experts for direction and reassurance, especially in complex or high-stakes situations. Unlike personal life, where shared interests or hobbies may be enough to build trust, professional settings demand competence. During the COVID-19 pandemic, for example, Dr. Anthony Fauci became a trusted figure not because people had personal relationships with him, but because his expertise provided reliable guidance during a time of uncertainty.

Consistency in Judgment: The Need for Predictability

People are naturally drawn to predictability and reliability. Consistency in judgment—following through on promises, making fair decisions, and setting a good example—builds trust over time. If a leader frequently changes course or fails to uphold commitments, people may find them unreliable, which can erode trust. Consistency reinforces trust by showing that a person can be counted on, no matter the circumstances.

Interpersonal Relationships: The Heart of Trust

While expertise and consistency build cognitive trust, interpersonal relationships build affective trust, making them indispensable. Behavioral science offers various techniques for fostering positive relationships, which are foundational for trust-building. Trust is fundamentally about connection; people feel more willing to take risks, collaborate, and work hard when they know their colleagues and leaders genuinely care about them.

Insight: While relationships have the greatest impact on trust, to be an effective and trusted leader, you need to be above average on all three elements.

Genuine Trust Can’t Be Faked

It’s important to remember that building trust requires genuine intent. People often fancy themselves good at hiding their feelings, but distrust has a way of revealing itself through subtle cues in tone, expressions, and body language. Trust is reciprocal, and when someone doesn’t trust you, that feeling is usually mutual. True trust-building comes from a place of authenticity, where you genuinely care about the people you are trying to connect with.

Building trust is a journey that relies on competence, reliability, and genuine human connection. By nurturing all three elements, you can create an environment where people feel safe, valued, and motivated to collaborate and grow together.