The trust equation

What is the trust equation and what makes you trust someone in a professional context? I liked this simple equation by Charles Green, which makes it a combination of how credible, reliable, and how intimate — or how safe you feel with that person — divided by the self-orientation of the person — are they focused on their interests, or simply paying more attention to themselves vs being genuinely interested in you and your success. Depending on how you scored this abstract model, I guess that would mean that trust is either undermined by someone focusing on their own interests or strengthened the more they are focused on yours.

More at Trusted Advisor .

Also see:

The most beautiful equation

HT: Buzz Pearce

Published 9 Feb 2019

A weekly sketch by email

Learn something new in a sketch each Sunday

Sketchplanations in a book! I think you'll love Big Ideas Little Pictures

Prefer to listen?
Try the podcast

Like Sketchplanations?
Support me on Patreon

Keep exploring

Goodhart's law illustration showing a manager frustrated by 1000's of tiny nails when measuring on number of nails made, and pulling their hair out when presented with giant nails when measuring on weight

Goodhart’s Law: when a measure becomes a target, it ceases to be a good measure.

Don't fill the silence

The magic of open-air kitchens for Asian street food shown calling out each aspect that makes it such an ingenious set up

The open-air kitchen

A fisherman illustrates the parable of the fishing net by concluding a minimum size of fish because they never see any smaller in their nets — you get what you measure

You get what you measure

Phubbing

The trust battery illustration with a manager considering 2 employees based on their past interactions

The trust battery: A handy metaphor to think about trust

Goodhart's law states that when a measure becomes a target, it ceases to be a good measure. In other words, if you pick a measure to assess performance, people find a way to game it. To illustrate, I like the (probably apocryphal) story of a nail factory that sets "Number of nails produced" as their measure of productivity and the workers figure out they can make tons of tiny nails to hit the target easily. Yet, when the frustrated managers switch the assessment to "weight of nails made", the workers again outfox them by making a few giant heavy nails. And there's the story of trying to measure fitness by steps from a pedometer only to find the pedometer gets attached to the dog. Some strategies for helping this are to try and find better, harder-to-game measures, assess with multiple measures, or allow a little discretion. More detail in this nice little article. I also liked an idea I read in Measure What Matters of pairing a quantity measure with a quality measure, for example, assessing both the number of nails and customer satisfaction of the nails. How strongly Goodhart's Law applies varies. John Cutler shared the Cutler Variation of Goodhart's Law: "In environments with high psychological safety, trust, and an appreciation for complex sociotechnical systems, when a measure becomes a target, it can remain a good measure because missing the target is treated as a valuable signal for continuous improvement rather than failure." Also see: Campbell's Law I revised the illustration. Here is the original…Goodhart's law states that when a measure becomes a target, it ceases to be a good measure. In other words, if you pick a measure to assess performance, people find a way to game it. To illustrate, I like the (probably apocryphal) story of a nail factory that sets "Number of nails produced" as their measure of productivity and the workers figure out they can make tons of tiny nails to hit the target easily. Yet, when the frustrated managers switch the assessment to "weight of nails made", the workers again outfox them by making a few giant heavy nails. And there's the story of trying to measure fitness by steps from a pedometer only to find the pedometer gets attached to the dog. Some strategies for helping this are to try and find better, harder-to-game measures, assess with multiple measures, or allow a little discretion. More detail in this nice little article. I also liked an idea I read in Measure What Matters of pairing a quantity measure with a quality measure, for example, assessing both the number of nails and customer satisfaction of the nails. How strongly Goodhart's Law applies varies. John Cutler shared the Cutler Variation of Goodhart's Law: "In environments with high psychological safety, trust, and an appreciation for complex sociotechnical systems, when a measure becomes a target, it can remain a good measure because missing the target is treated as a valuable signal for continuous improvement rather than failure." Also see: Campbell's Law I revised the illustration. Here is the original

Newer

RRandom

Older