1. Transactional Trust Contractual Trust
•Reciprocal – Have to give it to get it
•Created incrementally “Trust of Character”
Trust Building Trust Killers
We are Not Inclined to Trust People…
Behaviors • Hidden agendas
•Whom we experience as selfish and self-absorbed
• Who do not demonstrate an interest in the needs of others • Manage expectations • Mis-communicated
• Who are not willing to accept responsibility for their actions • Establish boundaries expectations
•Who gossip/talk about others behind their backs • Delegate appropriately • Focus on self rather
•Who blame others without looking at their role in the experience • Mutually-serving than others
•Who make snap judgments and draw conclusions before hearing intentions • Failure to keep
all the information
• Keep agreements agreements
• Who are not open and receptive to the ideas and views of others;
people who consistently feel that they know all the answers and • Be consistent
their way is the only way and the right way • Take responsibility and
• Who change the rules all the time renegotiate agreements
•Who are inconsistent in their behavior so we don’t know what to “Trust shatters when employees pour their energy and commitment into
expect from one interaction to another doing what they believe is expected, only to learn that they are wrong.”
•Who distort the truth by omitting information for their own
purpose Communication Trust
“Trust of Disclosure”
Competence Trust Trust Building Trust Killers
“Trust of Capability” Behaviors • GOSSIP #1 killer
Trust Building Trust Killers • Share information • Withholding
Behaviors • Micromanagement • Tell the ‘real’ truth information
• Acknowledge people’s • Lack of delegation • Admit mistakes • Behavior perceived as
skills and abilities • Not allowed to take • Give and receive self-serving
• Allow people to make risks or act creatively constructive feedback
decisions • No freedom to use • Maintain
• Involve others and skills and knowledge confidentiality
seek their input • Speak with good
purpose
• Reina, D.S., & Reina,learn skills and betrayal in the workplace: Building effective relationships in your organization, 2nd ed. San Francisco: Berrett Koehler.
* Help people M.L. (2006). Trust