Covey notes that trust within relationships is a product of consistent behavior and interaction patterns that boost trust, coupled with avoiding behaviors that deteriorate it.

Covey explains that there are 13 behaviors found in high-trust individuals and leaders worldwide. These behaviors have four distinctive characteristics: They are based on timeless principles that govern trusting relationships, they emanate from the four cores of personal credibility (character and competence), they are actionable, and they are universal, applicable to any relationship, organization, and culture.

Through a personal anecdote, Covey underscores the importance of aligning one’s actions and words. The text then delves into 13 specific behaviors of high-trust individuals and leaders. These behaviors derive from the principles that govern trust and have been verified through research and personal experiences. Those who do not currently practice these behaviors can significantly alter their actions, leading to transformative results, as exhibited by leaders like Anwar Sadat and Nelson Mandela.

Covey introduces the metaphor of trust accounts affected by one’s actions. Trust-building behaviors make deposits into these accounts, while withdrawals occur due to actions that erode trust. These accounts are distinct to each relationship, and their balances reflect the current level of trust.