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How do humans come to ‘trust’ people?

Haebom
Kakao is known for its organizational culture based on trust, conflict, and commitment. It may seem like these three each work independently, but actually, they function in a sequence. To break it down further, here’s what that means:
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When organization members (krew) mutually trust each other
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they freely engage and challenge each other’s differences and opinions in order to find the best objective
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and then everyone genuinely commits themselves to that goal.
Everything begins with mutual trust. This holds especially true in high-performing organizations, and applies not only to collaboration but also across various industries—society, finance, law, and more. For leaders, it boosts members’ productivity, job fulfillment, and autonomy, while lowering turnover intention. Plus, companies that earn customer trust can expect improved loyalty and higher sales, and negotiations are more likely to end in value-creating agreements when trust exists between parties.

So how do you actually gain trust?

The neurological basis of trust was a mystery until recently. But after two decades of research, we now know why we trust strangers, how leaders’ actions can erode trust, and how neuroscientific insights help people build trust with colleagues and drive greater business success.
The human brain stands out from other animals due to two unique neurological characteristics. The first involves the outer cortex of the brain, associated with insight, planning, and abstract thought, as well as the ability to put oneself in another’s shoes. Thanks to this, we can anticipate how others might act and adjust our behavior accordingly. In other words, this is the ability to empathize and see from another’s perspective.
The second is empathy, which is strongly linked to the neurotransmitter oxytocin. Oxytocin helps us share emotions and strengthens social interactions. This chemical is especially prevalent in the prefrontal cortex, and it lowers anxiety when we’re with others, encouraging cooperation and connection. Furthermore, oxytocin regulates dopamine and fosters bonding and teamwork.

I get the part about empathy, but what about oxytocin?

Oxytocin is commonly said to be released when you see something adorable, fall in love, or have sex. That’s not wrong, but it’s not limited to just those situations. Oxytocin is also known as the bonding hormone; it’s actually generated most in calm, stable, connected moments.
Activities that stimulate oxytocin release
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Spending time with close friends (even if you’re just chatting or sitting together in silence)
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Having reflective time to yourself—like meditation, yoga, or self-examination
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Listening attentively, hugging, cooking and sharing a meal, etc.
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Caring for a pet, volunteering, and more
To build trust like this, you can use the power of habits. Through repeated habits, you can activate the brain networks needed to establish trust. This requires at least 90 days. You should also survey and measure trust levels within your organization and find habit-based ways to improve them.

Of course, there are also ways to destroy trust.

Fear and dominance are key factors that break down trust. Fear might work in the short term, but over time it actually backfires. Similarly, dominant behaviors erode trust as well. These actions increase stress in employees and lower oxytocin levels, weakening both cooperation and trust.
Why does this happen? When testosterone rises, people feel more attractive and socially powerful. As oxytocin in the brain drops, so does empathy and our urge to cooperate. What’s more, the aggressiveness from testosterone is contagious—it blocks oxytocin and weakens trust among teammates. Even in calm, intellectual situations like winning a chess match, testosterone goes up. So just imagine how high a boss’s hormone levels spike after closing a multimillion-dollar deal.

Let’s see how trust can be measured

Trust is a cornerstone in both business and personal relationships. It can be both measured and strengthened, often through specific habits. Research even reveals that trust directly boosts sales, demonstrating how building trust inside an organization leads to better business outcomes.
1.
Measuring Trust
The first step to evaluating trust within an organization is checking the current state. For instance, you might ask employees something like, “On a 7-point scale, how much do you enjoy your daily work?” to gauge job satisfaction. You could also investigate brain activity tied to trust, like oxytocin or dopamine, to get a more accurate picture of organizational trust levels.
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Improving Organizational Culture
To boost trust within your organization, you’ll need to improve its culture. If scores are low, it’s essential to take steps to change and improve. Here are some things to consider when working on culture:
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Identify what needs improvement and set goals.
Empower leaders and managers to shape the culture.
Promote open dialogue with employees and actively receive feedback.
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Organizational Trust Survey
If you want a more detailed measure of organizational trust, specialized survey tools are available. For example, https://neuroteamview.com/ offers survey assessments that quantitatively evaluate eight trust-related behaviors within organizations.
Building and maintaining trust requires forming healthy habits. Habits activate the brain’s default pathways and help strengthen trust. Keep in mind: forming new habits usually takes at least 90 days.
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Develop habits that foster mutual trust within the team.
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Make a point to habitually repeat actions to strengthen trust with team members.
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Build habits that not only boost team productivity, but also establish deeper trust with clients.
Trust within an organization plays a vital role in its success and productivity. By actively using the steps and habits above, you can build and preserve trust in your organization.
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