Presentation by Jen Kohan, Head of the Coaching Academy, Innovation Agency: Relational trust at the Maternity and Neonatal Learning System: Patient Safety Culture event on Tuesday 11 December at Haydock Park Racecourse.

1. Many years of
research indicate
there is a strong link
between psychological
safety, relational
trust, and
improvement
outcomes…
Relational Trust
Jen Kohan, Head of Coaching, Innovation Agency

2. Relational
Trust
Organisational Effects
• Relational trust reduces the sense
of vulnerability related to new and
uncertain tasks, increasing
innovation
• Relational trust facilitates public
problem-solving within an
organization
• Relational trust undergirds and
supports organizational norms of
continuous improvement and
collaboration
• Relational trust creates a “moral
resource” for sustained personal
effort

3. • What characteristics describe this
person?
• Why are these characteristics
important?
• Why should a colleague embody
these characteristics?
Silent Share:
Think of a past or present colleague
who you trust…

4. Deposits
 Seek First to Understand
 Making and Keeping Promises
 Kindness, Courtesies
 Clarifying Expectations
 Loyalty to the Absent
 Apologies
 Giving “I” Messages
Withdrawals
 Seek First to be Understood
 Breaking Promises
 Unkindness, Discourtesies
 Violating Expectations
 Disloyalty, Duplicity
 Pride, Conceit, Arrogance
 Giving “You” Messages
Trust is built by actions all throughout the day…
Trusting Relationships

5. High Trust
 Culture is Innovative and
Creative
 People talk straight and
confront real issues
 Few “meetings after
meetings”
 Candid and authentic
 High degree of
accountability
 Genuine communication and
collaboration
Low Trust
 People manipulate or distort
facts
 People withhold and hoard
information
 New ideas are openly resisted
and stifled
 Energy level is low
 Many “undiscussables!
What manifests?

6. Relational Trust
Parties involved in collaborative work discern the intentions “embedded
in the actions of others.” These considerations can be grouped into four
areas:
Respect
• Do we acknowledge one another’s
dignity and ideas?
• Do we interact in a courteous way?
• Do we genuinely talk and listen to
each other?
Personal Regard
• Do we care about each other both
personally and professionally?
• Do we act in an effort to reduce
others’ sense of vulnerability?
Competence in Core Role
Responsibilities
• Do we recognize the
interdependence of our roles in
attaining desired outcomes?
• Do we believe in each other’s
ability and willingness to fulfill our
responsibilities effectively?
Integrity
• Are our works and actions
consistent?
• Can we trust each other to put the
interests of patients first, especially
when tough decisions have to be
made?

7. Seek to understand
before you seek to be
understood.
Be non judgmental
Give your undivided
attention to the speaker
Use silence effectively
 Autobiographical responses:
when listening is about you
and not the speaker
 Inquisitive responses: when
your questions do not help
mediate the speaker’s
thinking
 Solving responses: giving
solutions
Active Listening

8. • One person speaks to the
question, and the other
listens actively (2 minutes)
• The listener paraphrases
what they hear, capturing
the essence of the message
• Then SWITCH roles
Question:
What are your
concerns with
regard to trust
in your
workplace?
Active Listening Practice

9. What will you
commit to doing to
build relational
trust in your
workplace?