What's Trust Got To Do With It?

June 21, 2024

I was recently invited to speak at a corporate event on communication and collaboration breakdowns. Before the session, I asked if I could interview a few people across different levels of the organization: leaders, team members, and cross-functional collaborators. As I listened, one pattern became clear: the problem wasn’t rooted in unclear messaging or missed deadlines. It was rooted in mistrust.

It confirmed a suspicion I’ve had many times in the past: what appears to be a communication issue on the surface is often something deeper. When people don’t feel safe, heard, or valued, collaboration starts to crumble.

That’s why trust, authenticity, and transparency sit high on my list. They’re not just personal values. They’re professional imperatives.

If you’ve ever found yourself asking:

How important is trust?
How do I build it?
What breaks it?
Can it be rebuilt?
And what happens if it’s not?

...you’re not alone.

I’ve asked these questions myself, long before TAP ever had a formal Trust Model. Trust has always been at the heart of how we operate; not because it’s trendy, but because it’s transformative. We’ve seen it play out time and again with our clients: when trust is present, teams thrive. When it breaks, everything can break with it.

Think about a time in your personal life when trust was shattered. Maybe you were the one hurt, or perhaps you made the mistake. Either way, that fracture caused ripple effects. And just like in life, trust in business relationships is the same: fragile, vital, and not always fixable.

Here’s the uncomfortable truth we teach at TAP:

Trust isn’t guaranteed to be rebuilt.

Rebuilding trust requires more than the right words or even the right actions. It requires willingness, and that’s something you can’t control. You can do everything right, and the other person still might not be ready to trust you again.

That’s why our TAP Trust Model exists, not to offer a magic fix, but to help leaders understand the everyday behaviours that build trust from the start, reinforce it consistently, and recognize when it’s being eroded.

Our five pillars of trust are:

Your Words – Be consistent and honest. Do what you say and say what you mean.
- Is what you say true? People need to know they can trust the words that come out of your mouth.
- Are you a credible source of knowledge and wisdom? Having authority behind your words matters.
Your Actions – Be someone your team can count on. Show up, follow through, and own the outcome.
- Do you do what you say you’re going to do? Follow-through builds confidence and respect.
- Are you dependable every time, not just occasionally? Consistency matters.
Your Emotional Safety – Create environments where people feel safe enough to speak, contribute, and take risks.
- Do you respond with emotional maturity, even under stress? How you react impacts how others feel.
- Can people trust you with sensitive information? Confidentiality is a cornerstone of trust.
Your Values – Your actions must align with your stated beliefs. Nothing breaks trust faster than hypocrisy.
- Are you genuine and authentic? People trust what’s real.
- Are you congruent? Do your actions reflect your values? Integrity is everything.
Your Motives – People need to believe you have their best interests at heart. Intentions are invisible, but they’re always felt.
- Are you aware of your biases and willing to put others first? Judgment clouds trust.
- Are you self-serving or sincerely here to support? Your motives matter more than you think.

Because without trust, all the strategy, goals, and KPIs in the world won’t make a lasting impact.

“Building trust takes time, energy, and intention. Breaking trust takes one careless moment.” – Shannon Rheault

The truth is that trust isn’t just about being nice. It’s about being effective.

So, if you’re leading a team, here’s my invitation to you:

Take stock. Where might trust be cracked?
Be honest. Are your actions aligning with your values?
Be curious. Ask your team how they feel working with you.
Be brave. Pursue the hard conversations instead of avoiding them.

And above all, be intentional.

Because when trust is present, performance, loyalty, and innovation follow. When it’s absent, you’ll spend all your energy managing symptoms instead of building success.