How to Build Trust to Create the Results You Want

Trust is the essential binding agent that keeps people working together. But what is Trust? How is it generated and maintained?

Medical ethicist Professor Miles Little of the University of Sydney proposes an interesting approach: the level of trust in a relationship is defined by how the values of each person are supported or threatened by the other person. When a state of trust is created, each party in the relationship feels secure that each will not be harmed or put at risk by the actions of the other.

Building Trust

Initial Level of Trust ("suspended belief"): The process of trust creation starts at the initial encounter. Two people in a healthy state of mind normally each assume that the other person is trustworthy at a neutral level. This open-minded state is the easier and lower energy option for most people. This is called "suspended belief", because there is not yet judgment whether there is trust or distrust.

From this initial level of trust, each person observes the actions (verbal and non-verbal) of the other person, and adjusts the level of trust to one of three states: distrust (trust decreases), conditional trust (trust strengthens), and unconditional trust (trust is very strong).

Distrust: Distrust builds when one person experiences the perception that their core values are threatened. This can be through an action or some kind of display that causes one person to suspect that their own core value could be compromised in some way.

In a distrust situation, the two parties are outside the "zone of their indifference": where values between two people disagree too much as to make themselves vulnerable to the other party

Conditional Trust: If the initial level of trust builds positively, a situation of conditional trust arises, where both parties are willing to transact with each other as long as each behaves appropriately. It is an assumption based on positive expectations and experiences of the other.

Conditional trust is most common form of trust, as it does not require an in-depth relationship. Conditional trust is sufficient for normal social interaction.

Unconditional Trust: As trust strengthens because the interaction of the two parties intensifies, then shared values (rather than observed behaviours) become the basis of the relationship. The pretext of "suspending belief" is abandoned and replaced by true belief that there is a values match.

Unconditional trust is based on confidence in the other's values, backed up by long-term observation of behaviour. There is a congruence (match) between values, attitudes, moods and emotions of the two parties.

When a relationship creates unconditional trust, it builds a feedback loop that strengthens the relationship:

unconditional trust + positive mood = positive affect = significantly deeper relationship

The unconditional trust develops into a sense of mutual identification (team identity). Unconditional trust is very important to the resilient organization. Unconditional trust allows the actions of each person to focus on the effect on the group as a whole rather than on the individual (ego) because there is the reassurance of safety and security. ("I can trust that the group will take care of me")

To build unconditional trust, the group and each person in the group must spend time and effort in developing shared vision, mission, values and principles to get beyond the assumption of "suspending belief". Once this is done, the shared values orient the organization to the future and allow for a strong foundation to be build.

Breaking Trust

Trust can break when one party observes an action by the other party that has the potential to threaten the first person's core value. This potential can be an assumption or an interpretation, based in fact or in belief. Whether imagined or real, the interpretation of the threat is enough to shake the foundation of trust.

If there is unconditional trust between the people, short-term behavioral lapses will tend to be forgiven, and interpreted as a signal that the relationship needs attention or that something is wrong. Negative emotion is a signal that one party is possibly at risk by the actions of the other.

The reappraisal of the trust level dependent on the response of the other party. It may be that trust slips from "unconditional" to "conditional", and the foundation work of identifying shared values will have to be rebuilt.

If there is conditional trust between the people, then short-term behavioral lapses will tend to be interpreted more strictly, and the level of trust can decrease very quickly. Rapid identification of the lapse and swift corrective measures must be taken for trust to be restored.

Conclusion

Trust is built on the verbal and non-verbal demonstrated actions of one party support or threaten the core values of the other party. Trust levels are continuously in flux, as each party reevaluates the trust level through interpretations or assumptions.

The best way to build trust is to make your personal value set explicit, and to uncover any hidden agendas. In this way, you can build a foundation for a strong and lasting relationship that creates the results you want.

Originally published by Davender Gupta on EzineArticles, May 2010: https://EzineArticles.com/4356971