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Trust A state involving positive expectations

about another’s 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 other’s 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 party’s 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)

Outcomes Attitudes

Job Satisfaction Commitment Belief in

information Turnover

(negative) Citizenship

behaviors Job Performance

Antecedents Leadership: Care

and Concern Organizational

Support Justice: fair

treatment, processes, and outcomes

Leadership: fair, dependable, integrity

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Ability

Benevolence

Integrity

Colquitt, et al., JAP 2007

Trust

Risk Taking (+)

Task Performance (+)

OCB (+)

CounterproductiveBehavior (-)Propensity

To Trust

Effects of trust as an attitudestronger than effects of trust as personality

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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 one’s 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.