Overview of the Book

Understanding the complexity of trust and betrayal is challenging work, yet necessary. We draw upon what we have learned firsthand from life experience, years of research, and work with thousands of people in hundreds of organizations around the world. The topic of trust is emotionally charged and means different things to different people. The Reina Trust & Betrayal Model provides an understandable framework for you to work through this complexity. We make trust concrete and actionable for you by giving you a common language to discuss trust-related issues and act on them in a thoughtful manner. You'll learn to use this language to create and take action to maintain healthy levels of trust in your organization.

Chapter 1, “Trust Begins with You,” provides an overview of the book. This overview establishes that people want trust, need trust, and deserve trust. We address trust's importance by exploring the business and human need for it; the price people and organizations pay when it's low; and the payoff when it's high. We clarify that in order to get trust, people must be willing to give it. Trust begins with the individual effort put forth by each one of us. Trust begins with you.

We devote Chapters 2 through 4 to discussing the Three Dimensions of Trust, commonly referred to as “The Three Cs of Trust”—Trust of Character, Trust of Communication, and Trust of Capability. We discuss the specific behaviors that build each type of trust and bring these actions to life to through examples and vignettes culled from our decades of field research and practical experience. We also give you tools, techniques, and tips to practice the behaviors in your relationships on a daily basis.

Chapter 5, “Your Readiness and Willingness to Trust,” helps you explore your readiness and willingness to trust in yourself and others. Because trust begins with you, it's vital you develop this understanding of your own Capacity for Trust. Chapter 6, “How You Trust,” takes you on a deeper exploration of how, when, and why you trust through the lens of four powerful questions.

In all relationships, trust will be built and trust will be broken. With trust comes betrayal. Chapter 7, “How Trust Is Broken: Betrayal,” discusses the word betrayal and shares why it's important that you understand it. We talk about the big things as well as the subtle, unintentional, day-to-day occurrences that cause people to feel their trust has been broken. We explore the impact of these betrayals to individuals, relationships, and performance. Chapter 8, “How Trust Is Rebuilt: The Seven Steps,” takes you through proven steps to overcome the disappointment and pain of betrayal and learn to trust again.

Chapter 9, “How Trust Is Transformed: Transformative Trust,” examines the four catalysts that help you create Transformative Trust: conviction, courage, compassion, and community. We show you how they work, their value, and how you can amplify trust within your individual relationships, your team, and your organization.

Chapter 10, “Taking Trust to the Next Level,” takes you on an inner journey through four pathways to deepen your relationship with yourself. These pathways help you remove the barriers that stand between you and building more trust in your relationships. Trust begins with you. Your relationship with yourself is foundational to how you bring yourself to others, both at work and at home.

Throughout this book we guide you to build trust. We provide you with “how-to” charts and action steps; and each chapter concludes with questions enabling you to reflect on your experience and a Trust Tip. You'll walk away with key points to remember and a game plan to put into action on your trust building journey.