Based on IABC sponsored research in over 60 organizations, this guide provides an easy-to-administer model and instrument for measuring and managing trust in organizations. An explanation and practical applications accompany each of the model's five critical dimensions of trust: Competence, Openness and Honesty, Concern for Others, Reliability, and Identification. Using rich case examples and interviews, the book examines diverse approaches and opportunities for building trust--in peer groups, virtual environments, and with managers/supervisors, and top management. Individual interviews represent diverse organizational positions, responsibilities, perspectives, and geographic locations.
Table of Contents
Preface. Part One: Introducing the Trust Model. Chapter One: Organizational Trust: What Does It Mean? Why Does It Matter? The High Cost of Distrust. Myths About Trust. Describing Trust. Continuums of Organizational Trust. Trust and Organizational Excellence. Trust Is the Main Thing. Trust Traditions-The Decision to Trust. Chapter Lessons in Trust. Chapter Two: The Organizational Trust Model. A Research-Based Model. Dimension One: Competence. Dimension Two: Openness and Honesty. Dimension Three: Concern for Employees/Stakeholders. Dimension Four: Reliability. Dimension Five: Identification. Trust and Job Satisfaction and Effectiveness. Chapter Lessons in Trust. Part Two: Understanding the Five Dimensions of Trust. Chapter Three: Trust and Organizational Competency. The Competent Organization. Trust in Competence. Distrust in Competence. Building Trust in Competence. Strategies for Building Trust in Competence. Trust in Action: A View from Europe. Chapter Lessons in Trust. Chapter Four: Trust and Openness and Honesty. The Open and Honest Organization. Trust in Openness and Honesty. Distrust in Openness and Honesty. Building Trust in Openness and Honesty. Strategies for Building Trust in Openness and Honesty. Trust in Action: The Intelligence Community Story. Chapter Lessons in Trust. Chapter Five: Trust and Concern for Stakeholders. The Concerned for Stakeholders Organization. Trust in Concern for Stakeholders. Distrust in Concern for Stakeholders. Building Trust in Concern for Stakeholders. Strategies for Building Trust in Concern for Stakeholders. Trust in Action: Living by the Little Yellow Book at CH2M HILL. Chapter Lessons in Trust. Chapter Six: Trust and Organizational Reliability. The Reliable Organization. Trust in Reliability. Distrust in Reliability. Building Trust in Reliability. Strategies for Building Trust in Reliability. Trust in Action: Achieving Customer Service Excellence at USAA. Chapter Lessons in Trust. Chapter Seven: Trust and Organizational Identification. The Strong Identification Organization. Trust in Identification. Distrust in Identification. Building Trust for Identification. Strategies for Building Trust in Identification. Trust in Action: Building a Lasting Culture at IKEA. Chapter Lessons in Trust. Part Three: Creating Trust in Your Organization. Chapter Eight: Facing the Challenges: Trust as Bond and Stimulant. Identifying the Challenges. Trust and Globalization. Trust and the Virtual Organization. Trust and Innovation, Creativity, and Risk. Trust and Conflict/Crisis. Trust and the Future. Chapter Lessons in Trust. Chapter Nine: Building Trust. Understanding Distrust. Overcoming Distrust. Profiling Organizational Trust. Identifying Productivity Measures for Trust Monitoring. Policies and Procedure Review. Aligning Vision, Strategic Direction, Operations, and Trust. Education for Leaders, Supervisors, Teams, Virtual Environments, and Individual Contributors. Developing a Communication Strategy. Final Thoughts: Trust Is the Main Thing. Acknowledgments. About the Authors. Subject Index. Name Index. About the International Association of Business Communicators.