The Four Factors of Trust

CHAPTER 13Talent and HumanCapital

In this chapter:

• The role of talent in building trust
• Trust challenges faced by talent
• Principles for talent management to create trust

We've said it before (in Chapter 7) and we'll say it again: You can't build trust with your customers if you don't first build trust with your workforce. And building trust with workers takes many of the same skills and disciplines as building trust with customers. We often say that none of us woke up this morning as an “employee,” just as we don't think of ourselves as “customers” when we sip our much‐needed, life‐giving first cup of coffee in the morning. We are simply humans.

To understand what it means to bring trust to life for the humans we call workers, we sat down with the leader of Deloitte's HR Strategy and Solutions Market Offering, Jessica Britton. Jessica has spent roughly twenty years helping her clients design and deliver elevated workforce experiences. She is a travel enthusiast, podcast junkie, and new mother of two. She likes to joke that when she isn't designing talent experiences for her “grown‐up” clients, she is trying to create the best experience for her “little” clients at home.

The Role of Talent in Building Trust

Everything an organization does, it does through the workforce. And while the Chief Human Resources Officer (CHRO) is likely the person responsible for defining the workforce strategy, ultimately everyone in the organization must deliver across thousands of daily ...