The triangle of trust reveals your projects issues.

Somewhere out there, a remote project is teetering on the edge of failure. Let’s see how much of this can be attributed to the remote environment and how much is a classic leadership issue. The triangle of trust let’s you turn this situation around.

Iceberg approaching

Somewhere a project failed

Picture this: somewhere out there, a remote project is teetering on the edge of failure. We’ve all heard about the fantastic benefits of remote work—the flexibility, the comfort of working from home, the time saved on commuting.

But behind this rosy facade, a sinister reality lurks: a creeping disengagement is spreading through teams like a slow-acting poison.

You, the reader, may even think, “But isn’t disengagement, apathy, or even that dreaded ‘quiet quitting’ a part of any work environment? It’s common at on-site work, too!”

You’re right. These issues have always existed. Now, they are just disguised under different names in our modern office culture.

Why good compensation alone is not enough

Are you living in Maslow’s basement and only crave for food and shelter?

One common thread is a sense of diminishing trust and dwindling recognition of each other’s work. With recognition, we mostly talk about compensation. Oddly enough, many of us believe everyone else is content living in Maslow’s basement.

We assume that while we may crave recognition and self-esteem, meeting others’ basic needs satisfies them, making them pure money hogs.

This isn’t just a remote work problem, it’s a leadership problem. It’s about understanding our team’s needs, building trust, and acknowledging their efforts - regardless of where they are. And it’s high time we address it.

Remotes work’s triangle of trust.

Remote work suffers heavily in the three clusters: Communication, Engagement, and Conflict Resolution. A common currency in at work is trust. Trust influences the three clusters. In addition, the three clusters affect each other.

The triangle of trust

The relationships in detail

Everything can be read from several sides

The relationships to trust

It all starts with communication. Communication is everything how we speak, write, dress, behave.

Communication with more Transparency builds up trust. If trust exists, communication is done with more honesty

All work comes with conflicts and conflict resolution is an essential part of work.

Conflict Resolution with more Fairness builds up trust. If trust exists, conflict resolution is done with more openness.

Engagement is the amount of energy every single person puts into a collective effort. Engagement with more Involvement builds up trust. If trust exists, engagement is done with more reliability.

The relationships to each other

Better Communication leads to better Conflict Resolution through Understanding. Better Conflict Resolution leads to better Communication through Dialogue.

Better Communication leads to better Engagement through Inclusion. Better Engagement leads to better Communication through Feedback.

Better Conflict Resolution leads to Engagement simply through its Resolution Better Engagement leads to better Conflict Resolution through more Participation.

When and how the triangle of trust breaks

Break down of Communication

Remote work productivity often falters when the Triangle of Trust—Communication, Engagement, and Conflict Resolution—is not balanced. Here are three situations, I experienced myself, and how to ameliorate them.

1. “Nobody is listening”:
   When emails, chats, and tickets pile up with no response, Communication is broken, and Trust erodes due to limited Transparency. Feedback is shared less frequently. This leads to frustration and a lack of Engagement.

   To address this, clarity and routine updates must restore Trust by showing that voices are heard and valued, be transparent and be inclusive.

2. “Nobody can remember”:
   Deadlines are not met, Engagement is superficial, and Trust suffers as promises go unmet. A lack of concrete action undermines confidence in collaboration. Strengthening Communication through actionable, clear messages is essential to rebuild alignment. Be transparent and show understanding

3. “Everybody is talking past each other”:
   This escalation reflects a breakdown of Conflict Resolution. Frustrating meetings without resolution erode Trust and Engagement, leaving teams demoralized. Clear expectations and effective facilitation can prevent this collapse of the triangle. Be transparent and inclusive and show understanding when not all issues can be accounted for.

Reigniting Engagement

Engagement wanes when Trust, Communication, and Conflict Resolution are not upheld.

• The silence after a question:
  A lack of Engagement often signals diminished Trust. If team members feel their input won’t be valued or acted upon, they become less reliable. Structuring tasks as opportunities for learning can rebuild their Trust and renew their sense of purpose/involvement.

• ‘Yes-people’ trap:
  With low engagement comes low participation in Conflict Resolution. The team operates without meaningful feedback, weakening Communication . Encouraging challenges and creative problem-solving restores balance by addressing underlying apathy. Provide feedback and opportunities for particapation.

Trust as common currency

Trust is build up when all sides of the triangle—Communication, Engagement, and Conflict Resolution—work in harmony. When just one point is not optimal, the others suffer.

1. Lack of transparency:
   Without detailed and thoughtful communication, Trust and Engagement falter. Teams doubt intentions, leading to disengagement and potential conflicts. Transparency ensures Trust is build up.

2. Over-reliance on authority:
   A top-down approach damages Engagement and undermines Conflict Resolution, as it stifles collective input. Highlighting external examples fosters mutual respect and strengthens Communication.

Conflict resolution must be done without personal conflicts

As said previously, conflict resolution is necessary. But Conflict becomes detrimental when it overwhelms the Triangle of Trust.

1. Unproductive meetings:
   Heated discussions indicate a failure of Conflict Resolution, which spills over into poor Communication and disengagement. Using success stories as springboards can redirect the conversation, reminding teams of their capabilities and strengthening Engagement.

2. Excessive tension:
   When conflict dominates, Trust erodes as teams feel unsafe or undervalued. Balancing conflict by fostering constructive dialogue reinforces all sides of the triangle and encourages innovative problem-solving.

The triangle of trust captures todays complex work situations

I came up with the triangle of trust, when I thought about how distinct problems all seem to be connected to each other.

Of course, a simple solution is just: Talk to each other :-).