Key Insights

• •

  The trust equation breaks trust into credibility, reliability, intimacy, and low self-orientation, providing a practical tool for trust-building.

• •

  Delivering results consistently, summarized as delivery equals trust, is critical to maintain reliability and build trust in government projects.

• •

  Empathy and kindness are foundational people skills that enable creating safe spaces and fostering participation within complex teams.

• •

  Honesty, even when delivering difficult truths about a project, sustains trust when done respectfully and backed by evidence.

• •

  Code-switching and adaptability from diverse personal backgrounds enhance listening skills and relationship-building in government environments.

• •

  Discovery sprints serve as trust-building exercises by involving partners early and collaboratively in problem understanding and solution ideation.

• •

  Traditional ‘throwing over the fence’ procurement approaches fail; collaborative procurement teams improve trust and outcomes.

• •

  Relationship maintenance requires intentional effort, similar to personal friendships, including regular check-ins and leveraging multiple communication channels.

• •

  Understanding individual circumstances and meeting people where they are increases warmth and connection in professional relationships.

• •

  Trust-building is layered, requiring care not only between people but also between people and work, and between work entities.

Notable Quotes