Using the Character Triangle to Build Trust

Accountability Books Organizational leadership


I promised in a previous post that I would have more on Lisa Gansky’s thought provoking book Mesh. Gansky states that there are seven keys to building trust in a Mesh environment:

  1. Say what you do (manage expectations)
  2. Use Trials
  3. Do what you say
  4. Perpetually delight customers
  5. Embrace social networks and go deep
  6. Value transparency but protect privacy
  7. Deal with negative publicity and feedback promptly and skillfully

Upon reflection, I think the same principles apply to our behavior as individuals in an organization. Self accountability involves delivering on our promises. When we do that; it builds trust with those around us.

Think about each of the seven trust builders above and how you might apply them personally. In Gansky’s book, she points out that San Francisco based Curtis Kimball’s Creme Brulee cart is so popular, he’s attracted 14,000 followers on Twitter. People tweet where he is, flavors offered, etc. Is it possible to create this type of response at work? How do we get fans raving about our work? Why is it important?

Building trust in our work environment is important. When we live in the Character Triangle, we take responsibility for our personal behavior. When we build trust amongst others, people want to work with us and for us.

In the Character Triangle,