by Colleen McCarty, VP Talent & Organization Development

Our co-workers learn to trust us as we build credibility over time. Traditionally, trust is established in person and starts subconsciously via your physical presence in face-to-face work environments. You begin to lay the foundation simply by showing up. After a few hallway- or elevator-sightings, your coworkers and boss form opinions about your commitment -- adjusting that opinion by observing the evidence: how early you arrive or the length of your lunch breaks.

By the time you begin to share ideas in meetings, a basic trust basis already exists. Unfortunately, when working virtually, we don't have those initial live encounters that provide the key groundwork for our mutual trust. Even general goodwill can be hampered if our paths do not frequently cross in conference calls or via email. Because you’re not there, you’re starting out behind.

Milly Sonneman's article, Leading Virtual Teams - Secrets of Building Trust and Rapport Online (Buzzle) outlines what happens when trust does not get established. We:

• second guess motivations of others;
• act from competitive self-interest;
• lack collaboration;
• lack communication; and
• are unable to navigate tough issues.

When you work virtually, nothing happens by accident at the water cooler. Understanding that it is far easier to proactively develop solid relationships than uproot distrust, you’ll have to be intentional in your actions.

First, communicate actively.

• Share your action plans. This indicates that you know what needs to be done and by when. This helps build credibility. If something comes up that hinders your ability to meet the completion date, develop a workaround or Plan B. Don’t assume your deadline is flexible, especially when others’ success depends on you.
• Be transparent in your availability or lack of availability. Be accessible so that people know you are working. When you are “head-down” busy, reduce suspicion and frustration by sharing your open time blocks. If you are in training, attending a webinar, or on another call, send a message stating, “I'm in a meeting but can call you at x:00.” Keeping your word will go a long way toward strengthening confidence in your reliability.

Second, do a great job.

• Understand what is expected of you and do it well. Stay focused on the task, especially if you work from home. Don't let your family or non-work responsibilities undermine your work commitments.
• Ask for feedback frequently. Check your understanding of what is required and what it takes to meet or exceed those expectations.
• Ask intelligent questions to show your comprehension and desire to meet the goal. 

Finally, be professional.

• Eliminate sounds or personal habits that shout, “I’m virtual.” Mute the dog as needed. Avoid driving during conference calls. Be sure your phone messages are professional and do not go to a busy signal. Don’t unload the dishwasher or start a workout while on a business call.
• Be at your desk and fully focused for conference calls unless you have a business reason to be away.
• Because of the default anonymity of faceless communication, be sure to guard against using an overly casual tone with co-workers. Minimize discussion about your personal life or pressing home needs. Instead, stay on topic and consider how you are presenting yourself. Exercise judgment then allow friendships to deepen naturally over time, as welcomed.

If you work remotely, don’t presume upon the trust and generosity of your co-workers.  You will have to earn baseline trust.  Then, build on that through excellence in communication, performance, and professionalism.