Public Confidence in Professional Regulation: Earn It, Keep It Council on Licensure, Enforcement and Regulation Toronto, Ontario June 7, 2012 Photo © Michael Haegele/Corbis © CLEAR 2012 The Issue of Trust Claudia Newman, Principal NCA Associates

Council on Licensure, Enforcement and Regulation Toronto, Ontario June 7, 2012 “ Maintaining public confidence & trust should be the main agenda of the institution” Chief Justice, Zaki Azmi, Malaysia

Council on Licensure, Enforcement and Regulation Toronto, Ontario June 7, 2012 Twin Mandates Protection of the public interest Maintain the public trust

Council on Licensure, Enforcement and Regulation Toronto, Ontario June 7, 2012 What is Trust? Canadian Health Services Research Foundation, Myth Busters October 2009

Council on Licensure, Enforcement and Regulation Toronto, Ontario June 7, 2012 “A firm belief in the reliability, truth or ability of someone or something” Oxford Dictionary Trust Defined

Council on Licensure, Enforcement and Regulation Toronto, Ontario June 7, 2012 Supplemental Concepts Trustfulness Trustworthiness

Council on Licensure, Enforcement and Regulation Toronto, Ontario June 7, 2012 Trust is Complex & Multi-Faceted

Council on Licensure, Enforcement and Regulation Toronto, Ontario June 7, 2012 The Delicate Nature of Trust Implicit versus explicit Dynamic & relational

Council on Licensure, Enforcement and Regulation Toronto, Ontario June 7, 2012 The Act of Trust(ing) Intention Act Consequence

Council on Licensure, Enforcement and Regulation Toronto, Ontario June 7, 2012 Stir into the Mix Mental Model Constructs

Council on Licensure, Enforcement and Regulation Toronto, Ontario June 7, 2012 Losing Trust “One negative event can be more destructive than one positive event can be helpful” CCMD’s Action-Research Roundtable on Risk Management

Council on Licensure, Enforcement and Regulation Toronto, Ontario June 7, 2012 Building Trust

Council on Licensure, Enforcement and Regulation Toronto, Ontario June 7, 2012 Elements of Trust A Paper developed for CCMD’s Action Research Roundtable on Risk Management Aristotle  Knowledge & expertise  Openness & honesty  Concern & care Shindler & Thomas  Consistency  Openness  Competence  Integrity  Loyalty

Council on Licensure, Enforcement and Regulation Toronto, Ontario June 7, 2012 And I would add;  Responsiveness  Congruency  Transparency  Accountability

Council on Licensure, Enforcement and Regulation Toronto, Ontario June 7, 2012 On a Practical Note  Effective communication  Repetition, repetition, repetition  All wrapped up in a good PR plan

Council on Licensure, Enforcement and Regulation Toronto, Ontario June 7, 2012 “Building trust …is something that should be nurtured in a continuous and on-going manner” CCMD’s Action-Research Roundtable on Risk Management And in Closing

Council on Licensure, Enforcement and Regulation Toronto, Ontario June 7, 2012

Council on Licensure, Enforcement and Regulation Toronto, Ontario June 7, 2012 Speaker Contact Information Claudia Newman, Principal NCA Associates 222 Somerset St. West, Suite 300 Ottawa ON K4M 1B