Trust

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Trust

• A state involving positive expectations about
  anothers motives with respect to oneself in
  situations entailing risk. A willingness to be
  vulnerable to another in a situation involving
  risk.
• An relatively stable attitude that develops over
  time.
• Situational parameters
• History of the relationship
• Trust is not either cooperation or confidence.
  Neither of these necessarily involve risk. We
  can cooperate with people that we do not trust.

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Antecedents of Trust Trustworthiness

• Ability. Domain specific competence.
• Integrity. Trustee advocates and practices a set
  of principles that the trustor finds acceptable.
  Practicing what one preaches regardless of
  emotional or social pressure.
• Benevolence. Extent to which a trustee is
  believed to want to do good to the trustor, aside
  from an egocentric profit motive. Suggests
  affect (attachment to the trustor)
• These three factors vary independently.
• Trust in what? When?

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Types of trust

• Deterrence-based (calculus-based) trust. People
  will do what they say they will do. Surveillance
  required. Based on consistency alone, grounded
  in punishment for inconsistency. Determined by
• Benefits to be derived from staying in the
  relationship
• Benefits to be derived from cheating on the
  relationship
• Costs of staying in the relationship
• Costs of breaking the relationship

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Types of trust

• Knowledge-based trust (KBT). Behavioral
  predictability a judgment of the probability of
  the others likely choice of behaviors. Occurs
  when one has enough information about others to
  understand them and to accurately predict their
  behavior.
• Can have a degree of KBT even if the other is
  predictably untrustworthy.

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Types of trust

• Identification-based trust (IBT). Based on the
  full internalization of the other partys desires
  and intentions. Trust exists because each party
  understands, agrees with, and endorses what the
  other wants, and can act for the other. Permits
  one to act as an agent for the other,
  substituting for the other in interpersonal
  relationships. No surveillance is required.
• Activities to strengthen IBT (p. 123).

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Development of trust

• Trust first develops on a calculative basis, as
  parties attempt to determine the nature of their
  interdependence, what they will get from the
  relationship and give to it, and what their risks
  and vulnerabilities are. Trust is strengthened
  as knowledge about the other is gained and
  eventually solidified if identification with the
  other develops.
• See figure 7.1 on page 124

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Trust

• When trust matters. Trustworthiness attributions
  are affected by relational issues and become more
  important when social bonds exist.
• How trust is influenced by actions of
  authorities. Information about respect and
  standing with authorities is the prime
  determinant of attributions of trustworthiness.
• Meaning of trust. People respond to benevolent
  intentions to a greater degree than they do to
  competence when reacting to authorities. There
  is no substitute for caring.
• Trust, when defined as positive intent rather
  than calculated risk, is especially important
  during time of crisis and conflict.
• Trust is a social resource. It takes time to
  build.

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Meta-Analysis of Trust Research (Dirks Ferrin,
2002)

• Antecedents
• Leadership Care and Concern
• Organizational Support
• Justice fair treatment, processes, and outcomes
• Leadership fair, dependable, integrity

• Outcomes
• Attitudes
• Job Satisfaction
• Commitment
• Belief in information
• Turnover (negative)
• Citizenship behaviors
• Job Performance

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The violation of Trust

• See figure 7.2, p. 126
• Initial reaction to trust violation
• Instability, negative affect, uncertainty
• Cognitive activity to determine
• Degree of violation
• Assignment of responsibility
• Degree of negative effects
• Emotional activity
• Deal with hurt and anger
• Assess feelings for other (violator)
• Response of the violator
• Guilty as charged
• Not guilty (or) disagreement
• Outcome
• Terminate, renegotiate, restore

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Assumptions of Trust Repair Process

• Trust has a cognitive and emotional basis.
• Trust violations effect the interpersonal system
  and hence have an impact on the parties and the
  fundamental relationship between them.
• Trust repair is a bilateral process.

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Committing to Trust Repair

• Invest time and energy
• Perceive that the payoff is worth the investment
  of additional energy
• Perceive that the benefits to be derived are
  preferred relative to options for having those
  needs satisfied in an alternative manner (e.g.
  forming a relationship with a different party)

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First Steps in Reciprocal Trust Repair

• Recognize and acknowledge that a violation has
  occurred.
• Determine the nature of the violation
  (attribution) and admit your contribution.
• Admit that the act was destructive.
• Accept responsibility for the effects of ones
  actions. LOC?

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Alternatives for Trust Reconstruction

• The victim refuses to accept any actions, terms,
  or conditions for reestablishing the
  relationship.
• The victim acknowledges forgiveness and specifies
  unreasonable acts of reparation and/or trust
  restoration that must be fulfilled by the
  violator.
• The victim acknowledges forgiveness and indicates
  that no further acts of reparation are necessary.
• The victim acknowledges forgiveness and specifies
  reasonable acts for reparation and/or trust
  restoration that must be fulfilled by the
  violator.