Trust as a Performance Strategy

Last week, TAP facilitated a webinar as part of one of our Accountability Programs. The topic? Core Values, and how they shape not only our direction but our trustworthiness.

Sitting high on my personal list:

• Authenticity
• Transparency
• Trust

But this blog isn’t just about values. It’s about one that we talk about a lot at TAP lately: Trust. We’re not talking about trust in vague, fuzzy terms. We’re talking about The TAP Trust Model™; a practical, measurable, and critical framework that breaks trust down into what we say, what we do, how we show up emotionally, and the how we live our values, and our motives.

So, how do you build trust? How do you lose it? And can you ever get it back?

Let’s start with what’s behind trust. At TAP, we teach that trust lives in five places:

1. Words (Credibility): Are you telling the truth? Do your words hold weight, or are they just noise?
2. Actions (Reliability): Do you follow through? Can people count on you to show up consistently, not just when it’s convenient?
3. Emotions (Safety): Can people be real with you and will you keep their confidence? Are your emotional responses safe, or do they shut down dialogue?
4. Motives (Intention): Are you self-serving or genuinely acting with others’ best interests in mind?
5. Values (Authenticity): Do your actions align with what you claim to stand for? Do people experience the real you?

Broken trust, whether in business or personal relationships, can cause temporary or lasting damage. And here’s the thing we often don’t want to admit; it’s not always fixable. Rebuilding trust requires something you can’t guarantee: the other person’s willingness. You can do everything right, say the right things, show up with the best of intentions, and still never fully earn back the trust that was lost. That’s why we teach at TAP that trust is not just important; it’s sacred. Treat it like the fragile, foundational force that it is.

Transparency and authenticity go a long way. When you're in a meeting and you know trust has been compromised, don’t bury your head in the sand. Say something. Invite the conversation. Get uncomfortable. A good leader doesn’t avoid hard conversations; they create space for them.

Here’s the other piece many leaders miss: trust isn’t just a relationship tool; it’s a performance strategy.

Workplaces with high trust have:

• Lower turnover
• Higher engagement
• Better collaboration
• Safer environments

So, when someone says trust is a soft skill, I respectfully disagree. It’s a critical skill, and one that underpins everything else.

If you’ve lost the trust of a client, team member, or colleague: don’t panic. But don’t ignore it, either. Revisit the five areas. Ask: Where did the breakdown happen? Own it. Communicate openly. Then rebuild.

As a leader, you must understand the difference between taking accountability and controlling outcomes. You can own the harm; you can create the conditions for repair, but you can’t force someone to trust you again. The truth is that mistakes are inevitable. It’s what you do after them that defines you as a leader.

So, the next time you feel tension in the room or notice the energy shift, start with trust. It might just be what’s missing.