Building the High-Trust Organization

The book describes a research-based trust model and provides an explanation and practical applications for 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 will represent diverse organizational positions, responsibilities, perspectives, and geographic locations. Finally, the book will discuss how individuals and organizations can develop a personal trust profile important for implementing a practical set of trust-building processes, practices, and protocols.

Pamela S. Shockley-Zalabak, Ph.D., is chancellor and professor of communication at the University of Colorado at Colorado Springs.The author of six books and numerous articles on organizational communication, her research interests include organizational trust and cultures as they relate to overall organizational effectiveness.

Sherwyn P. Morreale, Ph.D., is a faculty member in the Department of Communication at the University of Colorado at Colorado Springs and director of graduate studies in communication. She has served as the associate director for the National Communication Association.

Michael Z. Hackman, Ph.D., is professor in the Department of Communication and director of the honors program at the University of Colorado at Colorado Springs. He also serves as an adjunct at the Center for Creative Leadership and is an experienced consultant.

Preface	p. xiii
Introducing the Trust Model	p. 1
Organizational Trust: What Does It Mean? Why Does It Matter?	p. 3
The High Cost of Distrust	p. 5
Myths About Trust	p. 11
Describing Trust	p. 12
Continuums of Organizational Trust	p. 16
Trust and Organizational Excellence	p. 20
Trust Is the Main Thing	p. 23
Trust Traditions-The Decision to Trust	p. 23
Chapter Lessons in Trust	p. 24
The Organizational Trust Model	p. 25
A Research-Based Model	p. 26
Dimension One: Competence	p. 29
Dimension Two: Openness and Honesty	p. 31
Dimension Three: Concern for Employees/Stakeholders	p. 34
Dimension Four: Reliability	p. 36
Dimension Five: Identification	p. 39
Trust and Job Satisfaction and Effectiveness	p. 42
Chapter Lessons in Trust	p. 44
Understanding the Five Dimensions of Trust	p. 45
Trust and Organizational Competency	p. 47
The Competent Organization	p. 47
Trust in Competence	p. 56
Distrust in Competence	p. 58
Building Trust in Competence	p. 62
Strategies for Building Trust in Competence	p. 64
Trust in Action: A View from Europe	p. 74
Chapter Lessons in Trust	p. 76
Trust and Openness and Honesty	p. 77
The Open and Honest Organization	p. 77
Trust in Openness and Honesty	p. 81
Distrust in Openness and Honesty	p. 83
Building Trust in Openness and Honesty	p. 90
Strategies for Building Trust in Openness and Honesty	p. 92
Trust in Action: The Intelligence Community Story	p. 101
Chapter Lessons in Trust	p. 104
Trust and Concern for Stakeholders	p. 105
The Concerned for Stakeholders Organization	p. 105
Trust in Concern for Stakeholders	p. 108
Distrust in Concern for Stakeholders	p. 112
Building Trust in Concern for Stakeholders	p. 118
Strategies for Building Trust in Concern for Stakeholders	p. 119
Trust in Action: Living by the Little Yellow Book at CH2M HILL	p. 124
Chapter Lessons in Trust	p. 126
Trust and Organizational Reliability	p. 127
The Reliable Organization	p. 127
Trust in Reliability	p. 128
Distrust in Reliability	p. 129
Building Trust in Reliability	p. 134
Strategies for Building Trust in Reliability	p. 134
Trust in Action: Achieving Customer Service Excellence at USAA	p. 143
Chapter Lessons in Trust	p. 147
Trust and Organizational Identification	p. 149
The Strong Identification Organization	p. 149
Trust in Identification	p. 152
Distrust in Identification	p. 157
Building Trust for Identification	p. 159
Strategies for Building Trust in Identification	p. 160
Trust in Action: Building a Lasting Culture at IKEA	p. 164
Chapter Lessons in Trust	p. 167
Creating Trust in Your Organization	p. 169
Facing the Challenges: Trust as Bond and Stimulant	p. 171
Identifying the Challenges	p. 171
Trust and Globalization	p. 175
Trust and the Virtual Organization	p. 183
Trust and Innovation, Creativity, and Risk	p. 185
Trust and Conflict/Crisis	p. 191
Trust and the Future	p. 196
Chapter Lessons in Trust	p. 199
Building Trust	p. 201
Understanding Distrust	p. 201
Overcoming Distrust	p. 204
Profiling Organizational Trust	p. 208
Identifying Productivity Measures for Trust Monitoring	p. 209
Policies and Procedure Review	p. 211
Aligning Vision, Strategic Direction, Operations, and Trust	p. 212
Education for Leaders, Supervisors, Teams, Virtual Environments, and Individual Contributors	p. 213
Developing a Communication Strategy	p. 213
Final Thoughts: Trust Is the Main Thing	p. 215
Endnotes	p. 217
Acknowledgements	p. 239
About the Authors	p. 241
Index	p. 245
About the International Association of Business Communicators	p. 255
Table of Contents provided by Ingram. All Rights Reserved.

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Building the High-Trust Organization Strategies for Supporting Five Key Dimensions of Trust

Summary

Author Biography

Table of Contents

Supplemental Materials