This document discusses building trust in relationships and the importance of empathy. It presents the "trust equation" which is made up of credibility, reliability, intimacy, and focusing less on self-interest. Specific dimensions that build trust are having relevant expertise, being consistent and dependable, showing empathy through understanding different perspectives and being willing to discuss difficult issues, and prioritizing the other person's agenda. The document also discusses cognitive versus affective empathy and provides an exercise scenario to demonstrate empathetic responses.

1. 1
BUILDING TRUST-
BASED
RELATIONSHIPS
NATASHA BONNEVALLE
RAJIV BALL

2. 2
THE TRUST EQUATION
Trust
Credibility Reliability Intimacy
Self-
Orientation

3. 3
THE TRUST EQUATION
§ Relevantexpertise/experience
§ Analyticalor problem solving
§ Perspective on how to move forward
Trust
Credibility Reliability Intimacy
Self-
Orientation

4. 4
THE TRUST EQUATION
Trust
Credibility Reliability Intimacy
Self-
Orientation
§ Congruency
§ Consistent & dependable behavior
§ Repeatedlinking of promise to delivery

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
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
Whatdoyou dothat makes you
strong onthis dimensionofthe Trust
Equation?
Whatwould you neverdoon this
dimensionofthe TrustEquation?
EXERCISE

8. 8
TWO DIMENSIONS OF EMPATHY
Cognitive empathy Affectiveempathy
§ Perspective taking;
lookingatthe world
through the eyesof
others
§ “Actor”
§ Shared ormirrored
emotionalresponse
§ “Babycrying”

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
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
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SOURCE: Robert Kegan