Frances X. Frei and Anne Morriss

Frances X. Frei: Researcher, author, Professor of Technology and Operations Management at Harvard Business School | Anne Morriss: Thought leader, author, executive founder of The Leadership Consortium
Frances X. Frei is a Professor of Technology and Operations Management at Harvard Business School and a leading researcher on strategy, operations, and culture. In her 2018 TED talk on building trust in organizations, Frei highlighted redemption as her favorite human behavior. She regularly advises organizations with urgent culture change challenges, including Uber and Riot Games, where she helped to quickly address strategy, teamwork, and inclusion issues. Frei is married to Anne Morriss, a prolific author, thought leader, and executive founder of The Leadership Consortium, a leadership accelerator that helps its participants lead at senior levels of global organizations. The two work together to coach and advise senior leaders and have co-authored two best-selling leadership books: Uncommon Service: How to Win by Putting Customers at the Core of Your Business (2012) and Unleashed: The Unapologetic Leader’s Guide to Empowering Everyone Around You (2020).
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Flight Template Series: Navigating Hybrid Work

Build Trust Among Your Hybrid Team

Frances Frei’s “trust triangle” is a formula for building trust within organizations that has three key components: authenticity, logic, and empathy. More specifically, leaders earn trust when their interactions are genuine (authenticity), their judgment and reasoning are sound (logic), and their commitment to others is clear (empathy). Leaders succeed when all three of these trust drivers are strong and consistent from the perspective of other people. In moments when one of the drivers “wobbles” and trust is broken, a small change in behavior can go a long way towards limiting and repairing the damage. Use this flight to build and maintain trust on your hybrid team, diagnose your own trust wobbles, and determine ways to steady them.
Suggested Questions
Types of Insights

Understanding the connections between trust and leadership

Ways to steady and amplify the three trust drivers

Ideas for building more trust in a hybrid environment

Actions for leaders to take to improve team effectiveness

Other Flight Templates in this series from this author

Collaborate without groupthink