Concept credit: DavidWilliams
is how ‘right’ decisions and
actions are determined
Lack of trust has a
direct and significant
impact on efficiency of
•Won’t seek out information from
•Won’t trust decisions made by others,
ie lack of trust in their knowledge
•More cautious when acting on knowledge
Exercise 1: Consider the
organisation you work for
• How much does your work group trust other groups in
• When would you hesitate or refuse to accept the
decisions of others?
• Do you find that others are reluctant to accept your
knowledge about a process or situation?
• Do you have a process for reconciling knowledge
• People performing in a way that meets others’
• People signalling their intention to continue meeting
• Lateral trust =Trust relations among peers or equals
• Vertical trust =Trust relations between employees
and their superiors
Dimensions of interpersonal trust
• Competence trust A person will solve problems
and deliver desired outcomes because of their skills,
abilities, and characteristics
• Benevolence trust A person has good intentions
and will demonstrate concern for the welfare of
• Reliability trust A person will perform actions
that match their words, in line with acceptable
principles and values
• A result of roles, systems and reputation
• The individual employee’s expectation about the
employer organization’s capability and fairness
Dimensions of impersonal trust
• Leadership trust An organisation’s vision and
strategy, as well as corporate processes, roles
and practices will lead to good/fair outcomes
• Structural trust An organisation’s roles, rules,
structures, and relationships are operating
properly, normally, and reliably
The assessments we make
individually and collectively
about trust are subjective
Exercise 2: Inter-group trust
• Identify two groups that regularly interact
• These can be wholly within your organisation, a mix of
internal/external, or completely separate
• How would you rate the trust relationship between these
groups for one chosen dimension? (Both ways – trust can
and often is asymmetrical)
• Discuss – repeat for other dimensions if you wish.
Exercise 3: UsingTrustRadar
• SeeTrustRadar handout for your questionnaire
• Assess your own group, then another group from yours
which you frequently interact with
• Which trust scores were high? Which were low?
• Any surprises?Why?
Discussion: Acting on trust
• How can you act to address identified trust issues?
• Are different strategies required for each dimension?
• Comments about the usefulness of this approach?