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Nurturing Trust – Leveraging Knowledge November 21, 2006 Peter West Senior Consultant Continuous Innovation [email_address...
Two Definitions of Trust * : <ul><li>A psychological state comprising the intention to accept  vulnerability  based upon p...
An Encounter: History T r u s t e e T r u s t o r {History} Adapted from : Riegelsberger et al (2005) with additions from ...
An Encounter: Channel T r u s t e e T r u s t o r (Channel) (Time) (Space) {History} (Formal) (Informal)
An Encounter: Signals / Warrants (1) Prior Signals T r u s t e e T r u s t o r (Channel) (Time) (Space) {History} (Formal)...
An Encounter: Signals / Warrants (2) Prior Signals T r u s t e e T r u s t o r (Channel) (Time) (Space) {History} (Formal)...
An Encounter: Expectations (1) Prior Signals T r u s t e e T r u s t o r (Channel) (Time) (Space) {History} (Formal) (Info...
An Encounter: Expectations (2) Prior Signals T r u s t e e T r u s t o r (Channel) (Time) (Space) {History} (Formal) (Info...
An Encounter: Threshold/Action (1) Trusting Action Prior Signals T r u s t e e T r u s t o r Withdrawal (Channel) (Time) (...
An Encounter: Threshold/Action (2) Trusting Action Prior Signals T r u s t e e T r u s t o r Withdrawal (Channel) (Time) (...
An Encounter: Threshold/Fulfillment (1) Trusting Action Prior Signals T r u s t e e T r u s t o r Fulfillment Withdrawal N...
An Encounter: Threshold/Fulfillment (2) Trusting Action Prior Signals T r u s t e e T r u s t o r Fulfillment Withdrawal N...
An Encounter: Reciprocity (1) Trusting Action Prior Signals T r u s t e e T r u s t o r Fulfillment Withdrawal Non-fulfill...
An Encounter: Reciprocity (2) Trusting Action Prior Signals T r u s t e e T r u s t o r Fulfillment Withdrawal Non-fulfill...
Trust and Knowledge Processes (1a) * : <ul><li>Competence-based Trust : Particularly important for transferring  tacit  or...
Trust and Knowledge Processes (1b) * : <ul><li>Social Capital : </li></ul><ul><ul><li>Shared vision </li></ul></ul><ul><ul...
Trust and Knowledge Processes (2)  * : *  Adapted from : Ford, Diane -  Trust and Knowledge Management: The Seeds of Succe...
Trust and KM Strategy * : <ul><li>Strategies: </li></ul><ul><ul><li>Codification-dominant:  Object-focused –   Intranets, ...
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Nurturing Trust - Leveraging Knowledge

Walks through a simple model of trust and then describes the linkages between trust and knowledge processes and knowledge strategy. Originally presented November 2006.

Nurturing Trust - Leveraging Knowledge

  1. 1. Nurturing Trust – Leveraging Knowledge November 21, 2006 Peter West Senior Consultant Continuous Innovation [email_address] http://www.continuousinnovation.ca/
  2. 2. Two Definitions of Trust * : <ul><li>A psychological state comprising the intention to accept vulnerability based upon positive expectations of the intentions or behavior of another.” (Rousseau, 1998) </li></ul><ul><li>“ The optimistic acceptance of a vulnerable situation in which the truster believes the trustee will care for the truster’s interests.” (Hall, 2001) </li></ul><ul><li>VULNERABILITY = RISK + UNCERTAINTY </li></ul>
  3. 3. An Encounter: History T r u s t e e T r u s t o r {History} Adapted from : Riegelsberger et al (2005) with additions from other sources
  4. 4. An Encounter: Channel T r u s t e e T r u s t o r (Channel) (Time) (Space) {History} (Formal) (Informal)
  5. 5. An Encounter: Signals / Warrants (1) Prior Signals T r u s t e e T r u s t o r (Channel) (Time) (Space) {History} (Formal) (Informal) Trust Warrants Trust Warrants
  6. 6. An Encounter: Signals / Warrants (2) Prior Signals T r u s t e e T r u s t o r (Channel) (Time) (Space) {History} (Formal) (Informal) Trust Warrants Trust Warrants
  7. 7. An Encounter: Expectations (1) Prior Signals T r u s t e e T r u s t o r (Channel) (Time) (Space) {History} (Formal) (Informal) Trust Warrants Expectations Trust Warrants
  8. 8. An Encounter: Expectations (2) Prior Signals T r u s t e e T r u s t o r (Channel) (Time) (Space) {History} (Formal) (Informal) Trust Warrants Expectations Trust Warrants
  9. 9. An Encounter: Threshold/Action (1) Trusting Action Prior Signals T r u s t e e T r u s t o r Withdrawal (Channel) (Time) (Space) {History} (Formal) (Informal) Trust Warrants Expectations Trust Warrants Trust Threshold
  10. 10. An Encounter: Threshold/Action (2) Trusting Action Prior Signals T r u s t e e T r u s t o r Withdrawal (Channel) (Time) (Space) {History} (Formal) (Informal) Trust Warrants Expectations Trust Warrants Trust Threshold TRUST THRESHOLD: * Setting a limit on the amount of risk that is acceptable (with consideration of the benefits) TRUST ACTION: * Making the request (WITHDRAWAL) * Deciding against further interaction on this occasion
  11. 11. An Encounter: Threshold/Fulfillment (1) Trusting Action Prior Signals T r u s t e e T r u s t o r Fulfillment Withdrawal Non-fulfillment (Channel) (Time) (Space) {History} (Formal) (Informal) Trust Warrants Expectations Trust Warrants Trust Threshold Trust Threshold Expectations Trust Responsiveness
  12. 12. An Encounter: Threshold/Fulfillment (2) Trusting Action Prior Signals T r u s t e e T r u s t o r Fulfillment Withdrawal Non-fulfillment (Channel) (Time) (Space) (Formal) (Informal) Trust Warrants Expectations Trust Warrants Trust Threshold TRUST THRESHOLD: * Setting the level of benefits that should accrue (with consideration of the risks) EXPECTATIONS: * Focused on whether their knowledge will be understood; how it will be used; how it will be acknowledged, protected, etc. FULFILLMENT: * Responding to the request (NON-FULFILLMENT) * Declining to respond (on this occasion) (Beware of over-committing and under-delivering) Trust Threshold Expectations Trust Responsiveness
  13. 13. An Encounter: Reciprocity (1) Trusting Action Prior Signals T r u s t e e T r u s t o r Fulfillment Withdrawal Non-fulfillment (Channel) (Time) (Space) {History} (Formal) (Informal) Trust Warrants Expectations Trust Warrants Reciprocity Trust Threshold Trust Threshold Expectations Trust Responsiveness
  14. 14. An Encounter: Reciprocity (2) Trusting Action Prior Signals T r u s t e e T r u s t o r Fulfillment Withdrawal Non-fulfillment (Channel) (Time) (Space) {History} (Formal) (Informal) Trust Warrants Expectations Trust Warrants Reciprocity Trust Threshold
  15. 15. Trust and Knowledge Processes (1a) * : <ul><li>Competence-based Trust : Particularly important for transferring tacit or complex knowledge (especially when ties are weak) </li></ul><ul><li>Benevolence-based Trust : Facilitates the transfer of explicit knowledge (and tacit when ties are strong) </li></ul><ul><li>Six Related Strategies (for the knowledge source - trustee) : </li></ul><ul><ul><li>Openly reveal the boundaries of your knowledge (vulnerability) </li></ul></ul><ul><ul><li>Explore people beyond their work roles (personal interests) </li></ul></ul><ul><ul><li>Early on, share something of value (trustworthiness of recipient) [e.g., tacit knowledge, contacts from personal network] </li></ul></ul><ul><ul><li>Be receptive to exploring and refining details of request (safety) </li></ul></ul><ul><ul><li>Act in a fair and transparent manner (process) </li></ul></ul><ul><ul><li>Demand accountability for trust (values, practices, recognition) </li></ul></ul>* Adapted from : Abrams, Cross, Lesser and Levine (2002)
  16. 16. Trust and Knowledge Processes (1b) * : <ul><li>Social Capital : </li></ul><ul><ul><li>Shared vision </li></ul></ul><ul><ul><li>Shared language and meaning </li></ul></ul><ul><ul><li>Clear and effective communication </li></ul></ul><ul><ul><li>Discretion (privacy and confidentiality) </li></ul></ul><ul><ul><li>Bonding (inside the organization) </li></ul></ul><ul><ul><li>Bridging (outside the organization) </li></ul></ul><ul><ul><li>Operationally: </li></ul></ul><ul><ul><ul><li>Trust-based (vs. power-based) </li></ul></ul></ul><ul><ul><ul><li>Collaborative (vs. hierarchical) </li></ul></ul></ul><ul><ul><ul><li>Encounter-friendly (vs. boundaries) </li></ul></ul></ul><ul><ul><ul><li>Pay-for-performance (vs. position) </li></ul></ul></ul>* Adapted from : Abrams, Cross, Lesser and Levine (2002); Huotari and Iivonen (2004)
  17. 17. Trust and Knowledge Processes (2) * : * Adapted from : Ford, Diane - Trust and Knowledge Management: The Seeds of Success / In: Handbook of Knowledge Management (2003)
  18. 18. Trust and KM Strategy * : <ul><li>Strategies: </li></ul><ul><ul><li>Codification-dominant: Object-focused – Intranets, repositories, etc. </li></ul></ul><ul><ul><li>Personalization-dominant: People-focused – Communities of practice, networks, storytelling, etc. </li></ul></ul><ul><ul><li>Balanced: Combination of codification and personalization </li></ul></ul><ul><li>Codification -dominant strategies: Organizations exhibit l ow levels of trust </li></ul><ul><li>Personalization- dominant ( Balanced ) strategies: Organizations exhibit high levels of trust </li></ul><ul><li>Success of KM initiatives: </li></ul><ul><ul><li>Greater in high trust organizations </li></ul></ul><ul><ul><li>Greater with personalization strategies </li></ul></ul>* Adapted from : Ribiere et al (2005, 2006 – in press)

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