1 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.

2 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?

3 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

4 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.

5 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).

6 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

7

8 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.

9 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

10 Ability Benevolence Integrity Colquitt, et al., JAP 2007 Trust Risk Taking (+) Task Performance (+) OCB (+) Counterproductive Behavior (-) Propensity To Trust Effects of trust as an attitude stronger than effects of trust as personality

11 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

12

13 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.

14 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)

15 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?

16 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.