Trust Isn’t a Feeling - It’s a Formula

katrincharlton
Apr 30
4 min read

How the Trust Equation Can Transform Your Leadership, Culture, and Influence

We all know trust matters. But have you ever stopped to consider what truly builds it-and what quietly erodes it?

In leadership, trust is the invisible force behind influence, collaboration, and performance. When you’re navigating change-stepping into a new role, leading through a restructure, or managing uncertainty-trust isn’t a ‘nice to have’. It’s foundational.

But here’s the challenge: trust can feel vague. How do you build it intentionally? How do you measure-or repair-it when it’s been tested?

That’s where the Trust Equation comes in. This practical, proven framework helps leaders and teams understand how trust is built, and how to strengthen it with purpose.

The Trust Equation: A Clear Framework

Originally developed by Charles H. Green and colleagues, the Trust Equation breaks trust into four measurable variables:

Here’s what each factor means in practice:

Credibility: “Can I believe what they say?”This is about your expertise, honesty, and how clearly you communicate.
Tip: Be clear, not clever. Use straightforward language and avoid over-explaining.
Reliability: “Can I depend on them?”Do you do what you say you will? Are you consistent, even when things get tough?
Tip: Make fewer promises-but keep all of them.
Intimacy: “Do I feel safe being open with them?”People trust those they feel emotionally safe around. This is often overlooked but deeply important.
Tip: Listen without interrupting. Tune into what’s being said-and what isn’t.
Self-Orientation: “Whose needs are they really focused on?”This is the only factor in the denominator. When self-orientation is high-when we seem focused on our own gain or image-trust is diminished.
Tip: Shift your attention outward. Ask, “What would best serve the other person right now?”

Personal Reflection: Trust in My Clients’ Leadership Journeys

One experience that stands out for me involved supporting a client through a significant organisational restructure. The atmosphere was tense; her team were understandably anxious about the future and their roles. Instead of rushing to provide all the answers, my client made a conscious effort to listen-really listen-to her team’s concerns. She was open about what she knew, what she didn’t, and what she could promise.

What struck me was how this honesty and vulnerability shifted the mood. Conversations became more constructive, and even those who were initially sceptical began to engage and contribute ideas. That period reinforced for both of us that trust isn’t built through grand gestures, but through consistent, everyday actions-being present, being real, and putting others first.

Seeing my client lead with trust not only helped her team adapt to change, but also turned a challenging transition into an opportunity for growth and stronger collaboration.

Common Trust Traps in Leadership

Even with the best intentions, trust can be weakened by a few recurring habits:

Prioritising performance over presence: In high-pressure situations, leaders often focus on proving themselves. But this increases self-orientation. Focus less on impressing, more on connecting.
Leaning too heavily on competence: Credibility alone is not enough. Without connection, trust won’t take root. People don’t just want to know what you know-they want to know you care.
Under-communicating in times of uncertainty: In hybrid and remote environments, silence can feel like avoidance. Consistent, personal communication helps maintain connection and clarity.

Practical Ways to Strengthen Trust Using the Equation

Here are a few practical ways to bring the Trust Equation to life:

Start meetings with a check-in: Build emotional connection before diving into tasks.
Do a personal trust audit: Reflect on which areas of the equation are strongest-and which need attention.
Ask for honest feedback: Especially about your consistency and communication style.
Practise reflective listening: Repeat back what you’ve heard and validate what’s been shared.
Notice when self-focus creeps in: Pause and redirect your attention towards others.
Admit mistakes promptly: Owning up to errors without defensiveness boosts both credibility and intimacy.
Share your reasoning: When making difficult decisions, explain the “why” behind your actions. This builds transparency and trust.
Follow up after meetings: A quick message or check-in shows reliability and that you value the relationship, not just the results.

The Neuroscience of Trust

Trust isn’t just conceptual-it’s biological. When we perceive someone as clear, caring, and consistent, our brains release oxytocin, the hormone linked to bonding and trust. But when we sense unpredictability or self-interest, our brain’s stress response kicks in, fuelling doubt and defensiveness.

The Trust Equation aligns beautifully with this science. It remin

Ready to Lead Change with Trust?

If you’re a leader facing change-and you want to turn transition into opportunity-trust is your most powerful tool. The Trust Equation offers a roadmap for building the kind of influence and connection that helps teams thrive, even in uncertainty.

Are you ready to strengthen trust and lead your team into the future with confidence?

Let’s talk about how you can apply these principles to your leadership journey. Book a complimentary discovery call with me and let’s turn your next transition into your greatest opportunity.