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Trust

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A discussion on building trust-based relationships, with examples and exercises.

Published in: Business

Trust

  1. 1. 1 BUILDING TRUST- BASED RELATIONSHIPS NATASHA BONNEVALLE RAJIV BALL
  2. 2. 2 THE TRUST EQUATION Trust Credibility Reliability Intimacy Self- Orientation
  3. 3. 3 THE TRUST EQUATION § Relevantexpertise/experience § Analyticalor problem solving § Perspective on how to move forward Trust Credibility Reliability Intimacy Self- Orientation
  4. 4. 4 THE TRUST EQUATION Trust Credibility Reliability Intimacy Self- Orientation § Congruency § Consistent & dependable behavior § Repeatedlinking of promise to delivery
  5. 5. 5 THE TRUST EQUATION Trust Credibility Reliability Intimacy Self- Orientation § Empathy § Willingness to talkabout difficultagendas § Ability to gofrom the professional to the personal
  6. 6. 6 THE TRUST EQUATION Trust Credibility Reliability Intimacy Self- Orientation §Degreeof focuson self andown agenda §Willingness to truly understand the other person §Ability to be generous andgive andtake
  7. 7. 7 Whatdoyou dothat makes you strong onthis dimensionofthe Trust Equation? Whatwould you neverdoon this dimensionofthe TrustEquation? EXERCISE
  8. 8. 8 TWO DIMENSIONS OF EMPATHY Cognitive empathy Affectiveempathy § Perspective taking; lookingatthe world through the eyesof others § “Actor” § Shared ormirrored emotionalresponse § “Babycrying”
  9. 9. 9 THE BLACK DRESS It’s Saturdaynight. You andyour spouseare getting readytogo to animportant blacktie event. Bothyou andyour spousehavebeen lookingforward tothe eventfor many months. Asyou start getting dressed, your spouselooksto you inhorror andsays“Oh no! I leftmy blackdressatthe drycleaners. Andit’s theonly blackdressIhave!”
  10. 10. 10 THE LISTENING SPECTRUM § “Don’t feel the way you do” messages: (often with good intentions; e.g., to reassure) § Get more information: Neutral questions, receptive silence, sympathize and agree § Empathize with the person’s feeling or experience in the context of their world § Acknowledge a single feeling underlying what the person says § Responses to fixthe problem 2 3 4 51 SOURCE: Robert Kegan

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