Trust
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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.
Trust
- 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 2 3 4 51 SOURCE: Robert Kegan