Considers the benefits associated with Trust, such as task performance and citizenship behaviour. Looks at the advantages of optimal trust, including:
- Creates confidence;
- Decreases uncertainty;
- Fosters openness;
- Supports a sense of safety;
- Encourages knowledge sharing and problem solving; and
- Reduces monitoring costs
The presentation goes on to look at the problems of trusting without evidence or consideration and how to assess trustworthiness.
Finally, it sets out how individuals and organisations can renew trust, particularly after trust has been broken, and highlights the importance of apologies, admissions, explanations, punishment, support and training etc.