Trust and Trust Building

Trust and Trust Building

By Roy J. Lewicki Edward C. Tomli

• Rousseau and her colleagues offer the following definition: "Trust is a psychological state comprising the intention to accept vulnerability based upon positive expectations of the intentions or behavior of another."[1] Similarly, Lewicki and his colleagues describe trust as "an individual's belief in, and willingness to act on the basis of, the words, actions, and decisions of another.

• The need for trust arises from our interdependence with others. We often depend on other people to help us obtain, or at least not to frustrate, the outcomes we value (and they on us). As our interests with others are intertwined, we also must recognize that there is an element of risk involved insofar as we often encounter situations in which we cannot compel the cooperation we seek. Therefore, trust can be very valuable in social interactions.

• Viewed as a fairly stable trait over time, trust is regarded as a generalized expectancy that other people can be relied on. This expectancy is a function of the degree to which trust has been honored in that individual's history of prior social interactions, and may have its most pronounced effect in novel or ambiguous situations.

Dimensions of trustworthy behavior

• Our trust in another individual can be grounded in our evaluation of his/her ability, integrity, and benevolence. That is, the more we observe these characteristics in another person, our level of trust in that person is likely to grow.

• Ability refers to an assessment of the other's knowledge, skill, or competency. This dimension recognizes that trust requires some sense that the other is able to perform in a manner that meets our expectations.

• Integrity is the degree to which the trustee adheres to principles that are acceptable to the trustor. This dimension leads to trust based on consistency of past actions, credibility of communication, commitment to standards of fairness, and the congruence of the other's word and deed.

• Benevolence is our assessment that the trusted individual is concerned enough about our welfare to either advance our interests, or at least not impede them. The other's perceived intentions or motives of the trustee are most central. Honest and open communication, delegating decisions, and sharing control indicate evidence of one's benevolence.

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