What is happening with Trust?
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Presentation from Juan Narbona (Pontifical University of the Holy Cross), at the webinar "Inspiring Trust" (April 22th 2021).
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What is happening with Trust?
- 1. 1 What is happening with trust? Webinar Series. Pontifical University of the Holy Cross (Rome)
- 3. 3 3 " The absence of trust cancels out any communication proposal La ausencia de confianza anula cualquier propuesta de comunicación
- 4. 4 4 " What is trust? Why is trust in crisis? What can communication do to inspire trust? ¿Qué es la confianza? ¿Por qué está en crisis? ¿Cómo puede ayudar la comunicación a inspirar confianza?
- 5. 5 5 What is trust? ¿Quéeslaconfianza? Traust Deru Trust “A confident relationship with the unknow” “To be firm, hard, solid”
- 7. 7 7 " There always comes a time “when we need to put ourselves in the hands of others and expect them to meet our expectations” Llega siempre un momento en el que «necesitamos ponernos en manos de los demás y esperar a que cumplan nuestras expectativas» O’Neill (2006)
- 8. 8 8 The Propeller of Trustworthiness Or coherence. It’s fidelity to one's own identity. The ally of integrity is consistency. Integridad o coherencia, la fidelidad a los propios valores Integrity To wish the other person well. The ally of benevolence is the transparency offered. Benevolencia, desear el bien del otro Benevolence Ability Mayer et al (1995); Guillén et al. (2011) Lahélicedelaconfiabilidad Knowledge or competence that enable someone to perform a function. The ally of competence is professionalism. Capacidad para desarrollar un trabajo o servicio
- 9. 9 9 Trust Potholes Losbachesdelaconfianza CULTURE OF SUSPICION CONTAMINATED MEDIA REPUTATIONAL CRISIS OF INSTITUTIONS O’Neill (2006); Bacharach M. & Gambetta, D. (2001)
- 10. 10 10 Trust Potholes Losbachesdelaconfianza CULTURE OF SUSPICION CONTAMINATED MEDIA REPUTATIONAL CRISIS OF INSTITUTIONS Social polarization Echo Chambers Information Overload Fake News Digital tribalism Relativism Speed
- 11. 11 11 " The post-truth era has been followed, logically and coherently, by the post-trust era A la era de la post-verdad ha seguido, de manera lógica y coherente, la era de la post-confianza
- 12. 12 12 Trust Potholes Losbachesdelaconfianza CULTURE OF SUSPICION CONTAMINATED MEDIA REPUTATIONAL CRISIS OF INSTITUTIONS Scandals
- 13. 13 13 " Some organizations serve themselves and not the individuals for whom they were created Algunas organizaciones se sirven a sí mismas y no a las personas para las que fueron creadas
- 14. 14 14 Trust Potholes Losbachesdelaconfianza CULTURE OF SUSPICION CONTAMINATED MEDIA REPUTATIONAL CRISIS OF INSTITUTIONS Scandals Hidden agendas Distrust of elites
- 15. 15 15 The Propeller of Untrustworthiness Betraying one's own values. Saving the institution while neglecting its mission. Integrity Inconsistency Lying, deceiving or concealing one's intentions Benevolence Deception Incapacity or lack of skills to do a job properly or provide a service. Ability Incompetence Lahélicedeladesconfianza
- 16. 16 16 " Publics repeatedly disappointed will move from disagreement to disenchantment, and from disenchantment to disengagement Los públicos decepcionados repetidamente pasarán del desacuerdo al desencanto, y del desencanto a la desvinculación
- 18. 18 18 Communications & Trustworthiness Making the core values explicit Integrity Ability Benevolence Delivering bad news
- 19. 19 19 " Any crisis can serve to bring back to the forefront the indispensable values, those that gave rise to the organization Cualquier crisis puede servir para volver a poner en primer plano los valores más importantes, aquellos que dieron origen a la organización
- 20. 20 20 Communications & Trustworthiness Making the core values explicit Integrity Ability Benevolence Promoting actions that embody the institutional mission Delivering bad news
- 21. 21 21 " When trust has been lost, actions are the best proof of the ability and intention to make things right again Cuando se ha perdido la confianza, las obras son la mejor prueba de la capacidad e intención de hacer de nuevo las cosas bien
- 22. 22 22 Communications & Trustworthiness Making the core values explicit Integrity Ability Benevolence Promoting actions that embody the institutional mission To learn to ask for forgiveness Delivering bad news Delegating actions to members or volunteers Communicating non- ability when appropriate To hunt down lies and misspoken truths
- 23. 23 23 " We will be willing to communicate errors, but we can never be accomplices to corporate lies Podemos comunicar las equivocaciones, pero nunca ser cómplices de las mentiras corporativas
- 24. 24 24 Communications & Trustworthiness Making the core values explicit Integrity Ability Benevolence Promoting actions that embody the institutional mission To learn to ask for forgiveness Delivering bad news Delegating actions to members or volunteers Communicating non- ability when appropriate To hunt down lies and misspoken truths Promote upfront transparency
- 25. 25 25 What ishappeningwith trust? Be. Do. Speak. Inspire.
- 26. 26 26 " “Just as crafting peace is an art, so too, learning to trust one another is also an art and a source of happiness”. Pope Francis “Así como construir la paz es un arte, también aprender a confiar en los demás es un arte y una fuente de felicidad”. Papa Francisco