Building Trust with Stakeholders

In the world of work, everything is a negotiation. For User Researchers, it takes more than conducting sound research to inspire stakeholders to act on your findings. The “people” element is essential—and at the heart of this lies trust. When it comes to managing and engaging stakeholders effectively, trust is your most valuable currency.

One strategy that’s been instrumental for me in building stakeholder trust is applying the Trust Equation.

The Trust Equation: A Framework for Trust

I discovered the Trust Equation a few years ago during a leadership training course, and it completely transformed how I approach building relationships and influencing others. Originally coined by Harvard Professors Maister, Green, and Galford in their book, The Trusted Advisor, the Trust Equation offers a way to measure trustworthiness:

Trustworthiness = (Credibility + Reliability + Intimacy) / Self-Orientation

Here's how each element contributes to building trust:

• Credibility: This is about expertise. Do others believe you know what you’re talking about? Demonstrating knowledge in your field and communicating confidently is key to credibility.

• Reliability: Consistency is crucial. If you commit to doing something, do you follow through?

• Intimacy: This represents the level of comfort others feel when sharing with you. People skills and empathy play a big role here.

• Self-Orientation: This measures how focused you are on others versus yourself. The more you prioritise others' interests, the higher your trust score.

Calculating your Trust Score

Want to know your own trust level with stakeholders? Rate yourself out of 10 for Credibility, Reliability, and Intimacy.

For Self-Orientation, score yourself out of 10, but remember—the lower your score here (the less self-focused you are), the higher your overall trust score.

Formula:

Total of (Credibility + Reliability + Intimacy) ÷ Self-Orientation Score = Trustworthiness

How I Apply the Trust Equation as a User Researcher

Using the Trust Equation helps me identify where I need to build stronger connections with my stakeholders. Here’s how I approach each element:

• Credibility: Continuous learning is essential, but it’s also about presence. Whether in person or virtual, how you present yourself impacts your credibility. Simple actions, like turning your camera on for important calls, can reinforce trust. If video isn’t an option, find other ways to connect personally.

• Reliability: My rule is simple: under-promise and over-deliver. Being punctual and showing respect for others' time goes a long way toward proving you’re dependable.

• Intimacy: This is all about empathy and the small details that matter. Remembering a birthday or the name of a colleague’s pet may seem minor, but it shows genuine interest in others. Intimacy builds when you listen well and show that you value others as individuals.

• Self-Orientation: Stakeholders quickly sense if you’re only in it for yourself. I focus on collaboration, allowing room for different perspectives. The more I show genuine interest in their goals, the more they feel safe lowering their guard.

Reflect and Respond

Think about a challenging stakeholder relationship. What might your trust score be with them? I’d love to hear your thoughts on the Trust Equation and how it could apply to your work. Please feel free to reply—I’m looking forward to the conversation!

This framework can truly change the way you engage with stakeholders, turning challenging relationships into productive partnerships.