Chapter 11 discusses the importance of trust in professional relationships and introduces the 'credos' framework to define and enhance trust. Key aspects include competence, respect, equity, dependability, openness, and support, which are essential for fostering cooperation and communication among partners. The chapter emphasizes that trust is critical for committed relationships and offers strategies to develop and maintain it effectively.

1. Chapter 11:
HOW PROFESSIONALS CAN
INCREASE MUTUAL TRUST
Strategies for developing and
maintaining trust

2. LEARNING OBJECTIVES
1. Discuss the role of trust in professional relationships
2. Identify determinants of trust in relationships using the CREDOS framework
3. Suggest strategies to develop and maintain trust in professional relationships

3. TRUST DEFINED

4. Trust between individuals is a crucial
component of strong professional
relationships

5. Trust is confidence in a partner’s…
Reliability
• Do you keep your promises?
• Are you consistent day in and out?
Integrity
• Do you act ethically?
• Do you act in the best interests of others?

6. Benefits of Trust
Partners are more likely to:
• Cooperate
• Communicate Effectively
• Engage in Productive Conflict

7. Trust can be distilled into a framework of behaviors
spelled out by the mnemonic memory aide CREDOS.
Competence
Respect
Equity
Dependability
Openness
Support

8. COMPETENCE
Ability of each partner to effectively fulfill expected role responsibilities
and obligations

9. In every relationship, you have roles
expected of you
Expectations vary depending on the type of
relationship and the individuals involved

10. To be seen as competent you must
1. identify what your partner expects of you
2. negotiate an agreement about expectations of competency
3. develop and consistently maintain competency

11. RESPECT
Treating individual with politeness, kindness, and admiration for their
personal qualities, achievements, or status

12. Respect
Acceptance
for diversity
Politeness
Not talking
behind
one’s back
Seeking to
understand
Assuming
good
intentions
Tolerance
Kindness
Honesty
Behaviors and approaches
associated with showing
respect for others

13. What is deemed as respectful behavior
varies on the relationship
Behaviors acceptable between friends or
classmates may be unacceptable between
coworkers or professionals

14. “Professionalism is displayed in the way pharmacists conduct themselves in
professional situations. This definition implies a demeanor that is created
through a combination of behaviors, including courtesy and politeness when
dealing with patients, peers, and other health care professionals. Pharmacists
should consistently display respect for others and maintain appropriate
boundaries of privacy and discretion.
Whether dealing with patients or interacting with others on a health care team,
it is important to possess and display an empathetic manner.”
(Chalmers, R.K., “Contemporary issues: professionalism in pharmacy,” Tomorrow’s Pharmacist, (March), 10-12(1997).)

15. The choice to respect
or disrespect
Every time we
interact with
people, we face a
choice
Treat a person as
a human being
with hopes,
problems, fears,
capabilities, and
weaknesses
Treat a person as
an object who is
in the way of what
you want to do or
accomplish
Leadership and Self-Deception: Getting Out of the Box. San Francisco: Berrett-Koehler, 2000.
respect or disrespect

16. MUSC Standards of Behavior
Adopting the 10/5 way –
• the idea is if you're within 10 feet of someone you're to acknowledge them
• And if you're within five feet of them, you're to say hello

17. You can show respect by treating your partner as a human
being
This seems obvious but some relationships degrade into
an us-versus-them perspective (e.g., employee versus
management)
Treat all of your partners, even adversaries, as human
beings

18. EQUITY
Being fair to partners

19. Types of equity, fairness, justice
Distributive – fairness in what people receive, in terms of workload,
money, attention, & other desirable things; My salary is the same as
yours.
Procedural – fairness in the procedures used to distribute desirable
things, as in the idea of fair play; Your salary is more than mine because
your are my boss and bosses have additional responsibilities and
concerns.

20. To be seen as fair you should:
1. Agree upon “fair” procedures (as early as possible – try not to wait
until a conflict arises)
2. Agree upon “fair” outcomes (as early as possible)
3. Respectfully work out disagreements as they come up

21. Also realize….
What we perceive is fair is not typically
objective and it revolves around our own
self-interest, biases, and personal values

22. DEPENDABILITY (RELIABILITY)
Consistent behavior day-after-day

23. Dependability requires that promises be
kept, no matter how small, and that tasks
are completed when promised

24. Excuses are inadequate to prevent broken trust. Each
excuse chips away at trust between partners.
Common excuses that damage trust
1. You never told me to do that
2. I did not understand what you wanted
3. I forgot
4. I don’t know how
5. That's not my job

25. OPENNESS
A way of communicating in which partners are transparent and do not
hide things

26. Being open requires judgment about what information to share and
what to keep confidential.
Rule of thumb:
• Keep individuals informed when information affects their job or life
(e.g., “There may be layoffs coming.”)
• Do not share when it doesn’t (e.g., gossip)
• If there is a disagreement about what needs to be shared, have a
two-way conversation about it

27. SUPPORT
When people show approval for their partners and help them to be
successful

28. How does support differ from respect?
• Respect is a feeling of admiration that is shown by behaviors. The goal of
behaviors is to make it clear that a partner is respected.
• Support is to act in ways that enhance a partner’s ability to be successful. The
goal is to give them help and approval necessary to succeed.

29. Summary
Trust is essential for developing committed relationships
The CREDOS Framework helps you diagnose the extent and strength of
trust
And suggest strategies for increasing trust