Hi Susan. Thank you for this article. I think you make an insightful point about the value of setting clear expectations. I think there are times where we perceive someone as breaking our trust when in reality that person had a different expectation or understanding of the particular situation at hand.

When it comes to building trust, I'm a champion of the TrustWorks! ABCD model. It provides a common language and framework for understanding and building trust. A person builds trust by being:

A - Able: Trust is built when we demonstrate competence by our expertise, establishing a track record of success, and knowing how to get work done in an organization.

B - Believable: Acting with integrity builds trust. We're "believable" when we behave according to our values (walk the talk), are honest, and treat people fairly.

C - Connected: Being connected is about showing care and concern for others which builds trust. Building rapport, appreciating differences, and recognizing &amp; rewarding individuals are trust-boosters.

D - Dependable: Being dependable is about maintaining reliability. It's about being responsive to others, following through on commitments, and holding ourselves and others accountable.

If interested, you can learn more about TrustWorks! and the ABCD Model at http://leadingwithtrust.com.

Best,

Randy