The Decision to Trust Model Low High Risk Tolerance Situational Factors Trustor Power Adjustment Situational Security Not Apparent Apparent Conflicting Aligned Interests Similarities Not Demonstrated Demonstrated Benevolent Concern Predictability/Integrity Capability Poor Good Communication Distrusting Choice Trusting Figure 2.1 The Decision to Trust Model The Decision to TRUST: How LEADERS Create High-Trust Organizations, Robert F. Hurley, Copyright © 2012 by Robert F. Hurley. All rights reserved.

Miscommunication and Distrust A poor communication Perceived betrayal Recovery opportunity Further breakdown in communication Figure 2.2 Miscommunication and Distrust The Decision to TRUST: How LEADERS Create High-Trust Organizations, Robert F. Hurley, Copyright © 2012 by Robert F. Hurley. All rights reserved.

Actual Trustworthiness Degree of Trust Appropriate Caution High Low Missed Opportunity Error Appropriate Reliance and Delegation Excess Risk and Vulnerability Error Figure 2.3 Aligning Trust and Trustworthiness The Decision to TRUST: How LEADERS Create High-Trust Organizations, Robert F. Hurley, Copyright © 2012 by Robert F. Hurley. All rights reserved.

Trust Analysis: Joe and Sue Low High Risk Tolerance Situational Joe - Sue Factors Joe Power Adjustment Security Few Many Conflicting Aligned Interests Similarities Not Demonstrated Benevolent Concern Predictability/ Integrity Capability Poor X Good Communication Distrusting Choice Trusting Figure 2.4 Trust Analysis: Joe and Sue The Decision to TRUST: How LEADERS Create High-Trust Organizations, Robert F. Hurley, Copyright © 2012 by Robert F. Hurley. All rights reserved.

Trust Interventions: Joe and Sue Low High Risk Tolerance Situational Joe – Sue Factors Joe Power Adjustment Security Few Many Conflicting Aligned Interests Similarities Not Demonstrated Benevolent Concern Predictability/ Integrity Capability Poor X Good Communication Distrusting Choice Trusting Figure 2.5 Trust Interventions: Joe and Sue The Decision to TRUST: How LEADERS Create High-Trust Organizations, Robert F. Hurley, Copyright © 2012 by Robert F. Hurley. All rights reserved.