A positive expectation that another will
not—through words, actions, or decisions—
Trust is a history-dependent process
(familiarity) based on relevant but limited
→ Positive expectation assumes knowledge and
familiarity about the other party.
→ Opportunistically refers to the inherent risk
and vulnerability in any trusting relationship.
Dimensions of Trust
It refers to honesty and truthfulness. Of
all the dimensions, this one seems to be
most critical when someone assesses
another's trustworthiness. For instance:
Follow policy of company, Respect coworkers, exhibit responsible behavior
It encompasses an individual’s technical
and interpersonal knowledge and skills.
Does the person know what she/he is
Understands and learns from what others say.
Grasps the meaning of information written in English,
applies it to work situations.
Conveys ideas and facts orally using language the
will best understand.
Conveys ideas and facts in writing using language the
will best understand.
reliability, predictability and good
judgment in handling situations.”
Inconsistency between words and
action decrease trust”.
“Nothing is noticed more quickly…..
Than a discrepancy between what
executives preach and what they
expect their associates to practice….”
It is the willingness to protect and
save face for another person. Trust
requires that you can depend on
someone not to act opportunistically.
The final dimension of trust is
openness. Can you rely on person to
give you the full truth?
Trust is primary attribute associated
with leadership and when this trust is
broken, it can have serious adverse
effects on a group’s performance.
Honesty and Integrity are among the
most important traits associated with
leadership. Mr. Don Carry have rightly
said that” you can’t lead people who
When followers trust a leader, they
are willing to be vulnerable to the
leader’s actions- confident that
their rights and interest will not
violated. People are unlikely to look
up to or follow someone whom they
perceive as dishonest or who likely
to take advantage of them.
One violation or inconsistency can
destroy the relationship. This form of
trust is based on fear of reprisal( if
the trust is violated). Individuals who
are in this type of relationship do what
they say because they fear the
Through on their obligation.
Deterrence-based trust will work only
to the degree that punishment is
possible, consequences are clear and
the punishment is actually imposed if
the trust is violated. Most of the new
relationship begins on a base of
deterrence. For instance:
A situation in which you are selling your
car to a friend of a friend. You don’t
know the buyer. You might be
motivated to refrain from telling this
buyer all the problems of your car that
you know about. Such behavior would
increase your chances of selling your
car. But you might lose a opportunity to
Most organizational relationship are
rooted in knowledge based trust. That
is, trust is based on the behavioral
predictability that comes from a
history of interaction. It exits when
you have adequate information about
Be able to predict their behavior
accurately. Knowledge-based trust relies
on information rather than deterrence.
predictability of his or her behavior
replaces contract, penalities and legal
knowledge based level, trust is not
The highest level of trust is achieved
when there is an emotional connection
between the parties. It allows one party
to act as an agent for other and
interpersonal transactions. Trust exits
Appreciate the other’s want, need and
The best example of identification-based
trust is a long term, happily married
couple. A husband comes to learn what’s
important to his wife and anticipates
those actions. Wife in turn trust that he
will anticipate what’s important for her
without having to ask her. Increased
≈ Mistrust drives out trust.
≈ Trust increase cohesion.
≈ Mistrusting groups self destructive.
≈ Trust can be regained.
People who are trusting demonstrate
their trust by increasing their
relevant information and expressing
their true intentions.
Trust holds people together. Trust means
people have confidence that they can rely
on each other. If person need help and
other person knows that the others will
be there to fill in. group members who
display trust in each other will work
The corollary to the pervious principle
is that when group member mistrust
each other, they repel and separate.
They pursue there own interest rather
than the groups. Members of
Mistrust always reduces productivity.
Mistrust focuses attention on the
differences in member interests, making
it difficult for people to visualize common
goals. People respond concealing behavior
Build trust by
→ Sharing information
→ Encouraging open communication
→ Sticking to their ideals
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