1. 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.

2. 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.

3. 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.

4. 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.

5. 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.