So much of the time, we get bogged down in senseless process, causing delays to delivery and reduced morale in the team. Agile frameworks implicitly build trust; this talk introduces the TRUST Framework, which attempts to bring trust management as an explicit part of how we effectively manage projects and relationships. We start with this simple Axiom: maximising trust throughout the organisation, in all directions, creates a more efficient and happier working environment, resulting in higher value creation for the organisation and its stakeholders. This talk challenges how we think about trust and cover practical actions to build trust in your teams.

1. how to unlock value quicker by
trusting your teams
Cut the crap

2. TRUST Framework - https://trust-framework.com TRJB Ltd
Why do we trust?

3. About Us TRJB Ltd
Todd Anderson
Founder / Co-Author /
Consultant
Toby Blackmore
Co-Author /
Lead Agile Consultant
https://trust-framework.com

4. TRUST Framework - https://trust-framework.com TRJB Ltd

5. TRUST Framework - https://trust-framework.com TRJB Ltd
Benefits of Trust
● It’s a ‘human’ thing to do - our society and culture is built on trust
● It saves time
● It promotes freedom and liberty
● It’s a happier way to live

6. TRUST Framework - https://trust-framework.com TRJB Ltd
Current State at work

7. TRUST Framework - https://trust-framework.com TRJB Ltd
Current State at work
● Often, parts of a business do not trust each other
● We react to everything as a risk
● Once a negative outcome has happened, we put in process
● Ways of working need to be optimised to save time and provide more
value
● In personal life we have limited resources
● So why is there a difference?

8. TRUST Framework - https://trust-framework.com TRJB Ltd
Examples of High and Low Trust
High Trust Low Trust
Transparency Sharing a roadmap
with your team so
they can be part of
the decision making
process from the start
Delivering a status
report, that nobody
reads, to cover
yourself
Collaboration Entering the
collaboration with
vulnerability and an
expectation to learn
and adapt
Entering the
collaboration to
validate your current
understanding

9. TRUST Framework - https://trust-framework.com TRJB Ltd
Examples of High and Low Trust
High Trust Low Trust
Feedback High frequency, with
the aim to improve.
Able to act on data,
even if it’s negative.
Cherry picked to
validate the existing
approach.
Change as an
expectation
Environment created
to facilitate change,
where doing the right
thing, based on your
current information, is
the expectation.
Change is seen as a
deviation from the
plan.

10. TRUST Framework - https://trust-framework.com TRJB Ltd
Making trust the explicit goal
● Agile frameworks help build trust implicitly
● Ways of working should build and support trust
● But often, they weaken it
● So make Trust the explicit goal

11. TRUST Framework - https://trust-framework.com TRJB Ltd
The TRUST Framework

12. TRUST Framework - https://trust-framework.com TRJB Ltd
Axiom
Maximising trust throughout the
organisation, in all directions, creates a
more efficient and happier working
environment, resulting in higher value
creation for the organisation and its
stakeholders.

13. TRUST Framework - https://trust-framework.com TRJB Ltd
[Source: Graham Dietz (2011) Going back to the
source: Why do people trust each other?, Journal
of Trust Research, 1:2, 215-222, DOI:
10.1080/21515581.2011.603514]
Trust Model
Inputs into
Trust Model
Beliefs about
trustworthiness
Vulnerability
and making
the decision to
trust
Risk taking
actions
Feedback loop based on outcome

14. TRUST Framework - https://trust-framework.com TRJB Ltd
Example
Relationship
lifecycle

15. TRUST Framework - https://trust-framework.com TRJB Ltd
How can we build
trust?

16. TRUST Framework - https://trust-framework.com TRJB Ltd
Building a high trust environment
The root of a high trust environment is culture!
● Trust values at the organisation level, supported by leadership
● Adult-Adult relationships
● No blame culture
● Psychological safety
● Vulnerability
● Deliver against commitments
● Clarity of expectations
● Transparency & collaboration

17. TRUST Framework - https://trust-framework.com TRJB Ltd
Ongoing Trust management
Trust management is about AWARENESS and ACTIVELY managing
trust
● Detect trust issues, and
● Address trust issues as they arise
Trust is everybody’s responsibility…
● But also consider specific roles:
■ Trust Champions
■ Dedicated Trust Leaders
Continual review, invest in and improve trust

18. TRUST Framework - https://trust-framework.com TRJB Ltd
Restoring lost & Broken trust

19. TRUST Framework - https://trust-framework.com TRJB Ltd
Restoring lost & Broken trust

20. TRUST Framework - https://trust-framework.com TRJB Ltd
Restoring lost & Broken trust

21. TRUST Framework - https://trust-framework.com TRJB Ltd
TRUST & Risk

22. TRUST Framework - https://trust-framework.com TRJB Ltd
TRUST & Risk
● Trust doesn't mean - don't have process
● There are high risk situations where process is essential
● The process needs to be beneficial and agreed by all parties involved
● Can we reduce the risk by having smaller or more frequent
interactions?
● Use high transparency
● Retrospect on ways of working
● Remember you may have imperfect information

23. TRUST Framework - https://trust-framework.com TRJB Ltd
misplaced trust

24. TRUST Framework - https://trust-framework.com TRJB Ltd
misplaced trust
● Sometimes you do your best to trust, but you are continually shown by
the other party that they cannot be trusted
● It's okay to break a relationship off if you've put in a good faith effort.
○ For example sometimes you might want to leave your job if they don't trust you
● But we should always try to gain trust

25. TRUST Framework - https://trust-framework.com TRJB Ltd
Measuring Trust
● It's difficult subjectively ask people about trust
○ You can't boil it down to percentages, if ANYBODY is not feeling trusted then there's
an issue that should be addressed
● Emphasis should be on people's actions and behaviours
● Improved outcomes based on high-trust as a measure
● This area needs more work, please help!

26. TRUST Framework - https://trust-framework.com TRJB Ltd
Practical steps
● Establish a trust culture with accountability
● Make trust the explicit goal
● Be clear about objectives
● Empower people to solve problems
● Review your processes through a trust lens
● Address trust issues as they arise
● Use retrospectives
● Invest in trust

27. TRUST Framework - https://trust-framework.com TRJB Ltd
How to join The community
What you can do right now
● Everybody has a story about trust, talk about it!
● Book time to think about your own definition of trust
● Have a conversation with your peers, or do a lunchtime talk
We are looking to build a community of trust champions to help us
evolve the framework
● Visit the website - https://trust-framework.com
● Join Discord channel
● We’re developing a Playbook, let’s do it together!
● Contact us

28. https://trust-framework.com
Thank You!
Q&A
TRJB Ltd
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