Trust is fast

In the age of GenAI, let's double down on human things: rapport, trust

Jan 06, 2026

Trust is not a new topic

Lots of books have been written about trust. Heck you could argue that the Bible and other tomes were also about the human journey and trust. Without getting too metaphysical about it, let’s agree that we live in a not-so-trusting world. Think: scams, hacks, cheating, scandals, and all manner of vagaries. The world has become a leery suspicious place. We are all-too guarded, overly self-confident, cloistered, and frankly, lonely.

At work, with clients, with family, with friends, I am of the belief that it’s all about trust. Trust that you have my best interests in mind. Trust that my judgment is not too biased, off-kilter, and wobbly. Trust that you remember your commitments. Trust that our government, authorities, regulators, bosses, and people in authority know what they are doing. Trust, trust, trust.

Speed of Trust (2006) by Stephen Covey

When I refreshed my memory (a.k.a. watching YouTube videos) on this book, I remember how well Covey simplifies things. Trust is a feeling. It’s subjective. It’s squishy.

So, all of us MBA-types need proof. How can trust be earned? How can it be maintained? All of professional services are based on this question: Who do we trust and why? As Naval Ravikant says (paraphrase): “play long-term games with long-term people.” Bankers sell trust. Consultants sell trust. Teachers sell trust. Attorneys sell trust. Spouses sell trust. Partners sell trust. Ebay sells trust. Cloudflare sells trust. JP Morgan sells trust.

Covey wrote a formula: Credibility (proof) = character + competence.

Character

Sure, you are smart and ambitious. But without integrity, Naval Ravikant might point out that you are an unstoppable super-thief. Are you a trust-worthy person. Are you consistent? Are you easy to understand? Are you transparent? Are you accountable? Would I want to work with you? Do you pass the airport test?

Do you have your client’s best interests in mind? As David Maister said, “If you don’t like the work, don’t take the money.” Are you doing the work for the right reasons? Are you a professional?

Competence

Sure you have character, but are you any good? When I pass the football to you (Premier League), do you kick the ball in the goal? When I refer business to you, do you honor me by doing a good job? Are you a professional who tells the client bad news when it’s needed? Are you the professional who will be even better in 2 years?

Leaders have followers. Should I follow you?

Trust is a superpower

There is really no debate on this. In the world of GenAI, we need to double-down on things that only humans can do. Building rapport and cementing trust is definitely one of those skills. When we teach undergraduates at Emory, we certainly fill their heads with useful formulas and frameworks, but more importantly we want them to be trustworthy individuals, teammates, and leaders. Why is that?

Individuals solve small problems

No question, you can do a lot. Add value. Get a client. Save money. Invest smartly.

Teams solve big problems

My guess is that you will agree with this. Whether it’s parenting, launching a company, or making a client successful, my guess is that you - by yourself, and by your own admission - have limits.

Covey lists 13 ways to build trust

Which ones are you going to work on?

No matter how trust worthy you are, you are not a 13/13. We are all spotty. Many of us have 360 degree feedback from our boss, peers, suppliers, partners. Many of us have executive coaches. Many of us self-reflect too much. Many of us see the same damn thing on our performance reviews.

Which of do you want to improve? For me - John Kim - I’d like to sign up for #6, #9, #11 this year.

#6 - Listen

I enjoy talking - who doesn’t. I am a teacher, I have things I want to share. AND how much of that is wanting to “look smart?” Also, with all the tools we have (videos, blogs, Linkedin, books, Coursera), there are lots of ways for me to share what I think. I need to listen more.

Listen more, talk less and be decisive when the time comes – Satya Nadella
It’s easier to talk than hold one’s tongue – Greek proverb
The louder he talked of his honour, the faster we counted our spoons – Ralph Waldo Emerson

#9 - Deliver results

I’m at a fun stage in my career. There’s a bit of a flywheel - teaching, coaching, book, Coursera - and no complaints. AND we are at a crazy time in GenAI. We have crossed the chasm, and the keys to this Harry Potter microwave (my endearing term for LLMs) are available to everyone. We can 10x ourselves (no hyperbole). In this lovely time, isn’t; it time to put on the cleats and get on the pitch?

The people who are successful are those who can learn, unlearn, and relearn – Satya Nadella
Success is not an accident, success is actually a choice – Stephen Curry
The path to success is to take massive, determined action – Tony Robbins

#11 Confront the fear

This is Tim Ferris talk. If we want to improve (yes). If we believe that we (ourselves) are typically what holds us back (yes). If we have enough economic, psychological, relational, societal safety to takes some risks (yes). If we want to live a rich, thick life (yes), then let’s dance with the fear.

Never let success go to your head, never let failure get to your heart – Beyonce
Failure changes for the better, success for the worse – Seneca
The only thing we have to fear is fear itself – Franklin D Roosevelt
Acknowledge the fear and do it anyway – Emma Lovewell
The biggest barrier to learning is the fear of making mistakes – Sal Khan
When you are grateful, fear disappears and abundance appears – Anthony Robbins
Fear is your friend. It’s an indicator that you’re doing something worthwhile – Tim Ferris