The Foundations of Trust
Integrity is built on trust. It brings people together, improves collaboration, and instills confidence in the work being done. At the Morgan County Probate Office, trust extends beyond our team—it is the foundation of our service to the community. People rely on us to handle important matters with fairness, accuracy, and care.
Integrity depends on trust to give it meaning. Without it, even the most well-intentioned efforts can be met with doubt or hesitation. When people are honest, follow through on commitments, and treat others with respect, trust becomes more than an idea. It becomes the foundation for how work is done and how the community is served.
Trust is created and sustained through five key qualities: empathy, honesty, openness, reliability, and competence. These traits shape the way people communicate, fulfill responsibilities, and work together effectively. When they are consistently practiced, they reinforce a culture of integrity, ensuring that trust remains strong in all of our interactions.
The Foundations of Trust
Empathy: Understanding and respecting the feelings and perspectives of others.
Honesty: Communicating truthfully and taking responsibility for words and actions.
Openness: Sharing information when appropriate and being receptive to feedback.
Reliability: Following through on commitments and being dependable.
Competence: Demonstrating the skills and knowledge needed to do the job well.
Self-Assessment: The Foundations of Trust
Please take a few moments to answer the following self-reflection questions. Where can you identify opportunities for growth in your leadership and daily life?
Do I communicate honestly, even when mistakes happen?
Do I follow through on tasks and keep my commitments?
Am I open to feedback and willing to listen to different perspectives?
Do I treat others with fairness and respect in daily interactions?
Do I take responsibility for my work and the impact it has on others?
Am I consistent in my actions, so people know they can rely on me?
Do I share information when it is needed to keep others informed?
Do I approach situations with a sense of fairness and a commitment to doing what is right?
There are no right or wrong answers. This is simply a chance to think about where trust is strong in your work and where there may be room for growth.
“I think we all have empathy. We may not have enough courage to display it.”
Empathy is the ability to see a situation from someone else’s perspective. It means listening without interrupting, offering help when needed, and treating people with patience and kindness. Even small acts of empathy—like acknowledging someone’s frustration or taking time to explain something clearly—can make a difference in building trust. In a public office, emotions can run high. People may be stressed, confused, or frustrated. Approaching situations with empathy helps ease tensions and leads to better communication. When people feel heard and understood, they are more likely to respond with trust and cooperation.
Honesty builds trust by creating a culture of openness and accountability. It is about more than just telling the truth; it also means admitting mistakes, providing accurate information, and doing what is right even when no one is watching. People rely on honesty to feel secure in their interactions. If someone is misleading or avoids responsibility, trust is quickly broken. On the other hand, when people are consistently honest, their words and actions carry weight.
Openness is about transparency and inclusivity in communication. It means sharing information that helps others do their jobs, inviting collaboration, and making sure no one is left out of the loop. In a workplace that serves the public, openness also means answering questions clearly and welcoming different perspectives. Being open does not require oversharing; it simply means avoiding secrecy or withholding key details.
Reliability is one of the most visible ways to build trust. People trust those who follow through on their commitments, meet deadlines, and stay consistent in their actions. When reliability is lacking, others may feel uncertain or frustrated. Something as simple as responding to emails in a timely manner, arriving on time, or completing assigned tasks can reinforce the expectation that others can depend on you.
Competence strengthens trust by demonstrating that you have the skills and knowledge to do your job well. This does not mean knowing everything, but it does mean being committed to learning and improving. Taking time to verify information, asking questions when unsure, and staying up to date on procedures all show a dedication to accuracy and responsibility. When people trust in your ability to handle tasks correctly, they feel more at ease relying on you.
“Do what you feel in your heart to be right—for you’ll be criticized anyway.”
Scenario: A Good Deed
A commitment to integrity is often tested in unexpected moments. In a county office similar to ours, an employee named Daniel was responsible for processing official records. One afternoon, he received a call from a woman who was finalizing the sale of her late sister’s home. The woman sounded relieved—everything was set to close, and this document was the last thing she needed. Daniel assured her he would locate it right away.
As Daniel pulled the file, he noticed something was off. The previous clerk had entered the wrong name on the document, a small but crucial mistake that could stall the entire sale. The woman on the phone had no idea there was an issue, and technically, it wasn’t Daniel’s mistake to fix. He could have processed the request as it was and let someone else deal with the fallout later.
Instead, he took a different path. He reviewed the original paperwork to confirm the correct name, alerted his supervisor to the issue, and coordinated with the necessary departments to ensure an accurate document could be issued that afternoon. He then called the woman back—not to alarm her, but to explain what had happened and assure her that everything was being handled. By the end of the day, the corrected paperwork was in her hands, and the sale moved forward as planned.
Daniel demonstrated key qualities of trust in his actions. His honesty ensured that the woman received accurate information instead of discovering the mistake too late. His reliability was clear in how he took ownership of the problem and saw it through to a solution. He also showed empathy by handling the situation with care, knowing how important the sale was to the woman. By taking responsibility, communicating openly, and following through on his commitments, he reinforced the trust placed in his office.
Some people might not have noticed the mistake; others might have ignored it. But trust is strengthened by those who take responsibility, act with honesty, and ensure that others are not left dealing with avoidable problems. Daniel’s actions demonstrated integrity in a way that built confidence in his work and in the office as a whole.
What will you do next time you’re confronted with a choice that tests your integrity?
Trust is built on empathy, honesty, openness, reliability, and competence, but simply having these qualities is not enough. The real challenge is knowing how to apply them in daily interactions. How do we use empathy to strengthen relationships? How can honesty create a more dependable workplace? Understanding these traits is the first step—putting them into action is what truly builds trust.
Show empathy by considering how your actions affect others. Take the time to listen when someone has a concern instead of rushing to respond. If a coworker or citizen is frustrated, acknowledge their feelings before working toward a solution. A little patience can prevent misunderstandings and create a more cooperative environment.
Be honest, even when it is difficult. If you make an error, own it rather than hoping no one notices. If someone asks a question and you do not know the answer, say so and find the correct information instead of guessing. People trust those who are truthful, even when the truth is inconvenient.
Encourage openness by sharing information when it helps others do their work. If a process changes or a deadline shifts, communicate it instead of assuming people will figure it out. Being open also means welcoming feedback. If someone suggests a better way to do something, consider it rather than shutting the idea down.
Be reliable by following through on what you say you will do. When people know they can count on you, trust grows. If you commit to a task, complete it on time. If you are running behind or something unexpected comes up, communicate early rather than leaving others wondering what happened.
Demonstrate competence by taking your work seriously and continuing to learn. No one knows everything, but making an effort to improve shows responsibility. Double-check details, stay up to date on policies, and ask questions when needed. People trust those who take pride in doing their job well.
Trust grows through everyday choices, shaping how we interact with others and the confidence they place in us. It is not just about following rules but about acting with integrity in every situation, even when no one is watching. When trust is strong, both our workplace and our service to the community benefit.
The next lesson, “Doing the Right Thing,” will focus on ethical decision-making. It explores why choosing integrity—especially when it is not the easiest option—builds credibility, respect, and long-term trust.
Reflection Questions:
Which of the five key traits—empathy, honesty, openness, reliability, and competence—comes most naturally to me? Which one do I struggle with the most?
Have I ever experienced a situation where trust was broken? What happened, and how could it have been prevented?
How do I respond when someone places their trust in me? Do my actions reinforce or weaken that trust?
In what ways can I be more reliable to my coworkers and the community?
What steps can I take to strengthen trust in my workplace, even in small, everyday interactions?
Expand your understanding of The Foundations of Trust with the following resources. Use this opportunity to refine your leadership skills and navigate challenges with the care and professionalism that define The MCPO Way.
Simon Sinek on Why Trust Takes Time (and How to Build It) (3:10)
The Power of Reliability: A Pillar of Trust and Success
Jim Iyoob