Nurturing Trust – Leveraging Knowledge

Nurturing Trust –Leveraging Knowledge

SIKM Leaders Teleconference

November 21, 2006

Peter West

Senior Consultant

Continuous [email protected]

Nurturing Trust – Leveraging Knowledge: Peter West, Continuous Innovation, November 2006 2

Two Definitions of Trust*:

A psychological state comprising the intention to accept vulnerability based upon positive expectations of the intentions or behavior of another.”(Rousseau, 1998)

“The optimistic acceptance of a vulnerable situation in which the truster believes the trustee will care for the truster’s interests.” (Hall, 2001)

VULNERABILITY = RISK + UNCERTAINTY


An Encounter: History

Tru

steeT

rust

or

{History}

ENCOUNTER HISTORY:

First-Time/One-Time Interaction:

* Impressions are important

Repeated Interactions:

* Identities and relationships become important

PERSONALHISTORY:

Each Party has a ...

Trust Legacy:

* Trust experiences with different people in different situations (e.g., team members, projects, organizations, etc.)

Trust Disposition:

* The capacity to trust others and to trust themselves

Adapted from: Riegelsberger et al (2005) with additions from other sources


An Encounter: Channel

Tru

steeT

rust

or

(Channel)

(Time)

(Space)

{History}

(Formal)

(Informal)

CHANNEL:

Formal: (Internal/External)

* Competence, responsibility, integrity, and appreciation become important

Informal: (Internal/External)

* Facilitation, predictability, anticipation, and friendliness become important

Time: (Synchronous/Asynchronous)

* Delays in time tend to increase the period of uncertainty

Space: (Physical/Virtual)

* Separation in space may render some trust-warranting signals unavailable (or it may distort them)


An Encounter: Signals / Warrants (1)

Prior Signals

Tru

steeT

rust

or

(Channel)

(Time)

(Space)

{History}

(Formal)

(Informal)

Trust WarrantsTrust Warrants


An Encounter: Signals / Warrants (2)

Prior Signals

Tru

steeT

rust

or

(Channel)

(Time)

(Space)

{History}

(Formal)

(Informal)

Trust WarrantsTrust Warrants

TRUST-WARRANTING PROPERTIES:

INTRINSIC:(Attributes of the trustee/trustor)

* Motivation to fulfill/request* Ability to fulfill/use (General and domain-specific) * Individual – competence, expertise, etc. * Technology – access-control, confidentiality, reliability, etc.* Benevolence (Capacity and Degree)* Internalized Norms (Cultural Socialization) * Individual – honesty, credibility, reliability, openness, etc. * Technology – policies, procedures, practices, etc.* Interpersonal Cues

CONTEXTUAL:(Environment of the trustee/trustor)

* Temporal (Potential for subsequent interactions)* Institutional Embeddedness (Organizational Stability)* Social Embeddedness (Reputation)

PRIOR SIGNALS:

* Past interactions between these particular parties


An Encounter: Expectations (1)

Prior Signals

Tru

steeT

rust

or

(Channel)

(Time)

(Space)

{History}

(Formal)

(Informal)

Trust Warrants

Expectations

Trust Warrants


An Encounter: Expectations (2)

Prior Signals

Tru

steeT

rust

or

(Channel)

(Time)

(Space)

{History}

(Formal)

(Informal)

Trust Warrants

Expectations

Trust Warrants

EXPECTATIONS:

* Difficult to set with certainty (High or low may be problematic)

* Evolve over time and with encounters (Sense-making)

* If you believe others will cooperate, you will likely be cooperative (virtuous circle) * Trust promotes cooperation * Cooperation promotes trust

* You are more inclined to trust people who are capable, responsive, honest, forward thinking


An Encounter: Threshold/Action (1)

Trusting Action

Prior Signals

Tru

steeT

rust

or

Withdrawal

(Channel)

(Time)

(Space)

{History}

(Formal)

(Informal)

Trust Warrants

Expectations

Trust Warrants

Trust Threshold


An Encounter: Threshold/Action (2)

Trusting Action

Prior Signals

Tru

steeT

rust

or

Withdrawal

(Channel)

(Time)

(Space)

{History}

(Formal)

(Informal)

Trust Warrants

Expectations

Trust Warrants

Trust Threshold

TRUST THRESHOLD:

* Setting a limit on the amount of risk that is acceptable (with consideration of the benefits)

TRUST ACTION:

* Making the request

(WITHDRAWAL)

* Deciding against further interaction on this occasion


An Encounter: Threshold/Fulfillment (1)

Trusting Action

Prior Signals

Tru

steeT

rust

or

Fulfillment

Withdrawal

Non-fulfillment

(Channel)

(Time)

(Space)

{History}

(Formal)

(Informal)

Trust Warrants

Expectations

Trust Warrants

Trust Threshold

Trust ThresholdExpectations

Trust Responsiveness


An Encounter: Threshold/Fulfillment (2)

Trusting Action

Prior Signals

Tru

steeT

rust

or

Fulfillment

Withdrawal

Non-fulfillment

(Channel)

(Time)

(Space)

(Formal)

(Informal)

Trust Warrants

Expectations

Trust Warrants

Trust Threshold

TRUST THRESHOLD:

* Setting the level of benefits that should accrue (with

consideration of the risks)

EXPECTATIONS:

* Focused on whether their knowledge will be understood;

how it will be used; how it willbe acknowledged, protected, etc.

FULFILLMENT:

* Responding to the request

(NON-FULFILLMENT)

* Declining to respond (on this occasion)

(Beware of over-committingand under-delivering)



TRUST RESPONSIVENESS:

* People have a tendency to fulfill trust because they believe that it has been bestowed upon them


An Encounter: Reciprocity (1)

Trusting Action

Prior Signals

Tru

steeT

rust

or

Fulfillment

Withdrawal

Non-fulfillment

(Channel)

(Time)

(Space)

{History}

(Formal)

(Informal)

Trust Warrants

Expectations

Trust Warrants

Reciprocity

Trust Threshold




An Encounter: Reciprocity (2)

Trusting Action

Prior Signals

Tru

steeT

rust

or

Fulfillment

Withdrawal

Non-fulfillment

(Channel)

(Time)

(Space)

{History}

(Formal)

(Informal)

Trust Warrants

Expectations

Trust Warrants

Reciprocity

Trust Threshold

RECIPROCITY:

* May be mediated by social/cultural norms

* People are more likely toreciprocate when others havedemonstrated/signaled thatthey will reciprocate


Trust and Knowledge Processes (1a)*:

Competence-based Trust: Particularly important for transferring tacit or complex knowledge (especially when ties are weak)

Benevolence-based Trust: Facilitates the transfer of explicit knowledge (and tacit when ties are strong)

Six Related Strategies (for the knowledge source - trustee):1. Openly reveal the boundaries of your knowledge (vulnerability)

2. Explore people beyond their work roles (personal interests)3. Early on, share something of value (trustworthiness of recipient)

[e.g., tacit knowledge, contacts from personal network]

4. Be receptive to exploring and refining details of request (safety)

5. Act in a fair and transparent manner (process)

6. Demand accountability for trust (values, practices, recognition)* Adapted from: Abrams, Cross, Lesser and Levine (2002)


Trust and Knowledge Processes (1b)*:

Social Capital:• Shared vision• Shared language and meaning• Clear and effective communication• Discretion (privacy and confidentiality)• Bonding (inside the organization)• Bridging (outside the organization)• Operationally:

• Trust-based (vs. power-based)• Collaborative (vs. hierarchical)• Encounter-friendly (vs. boundaries)• Pay-for-performance (vs. position)

* Adapted from: Abrams, Cross, Lesser and Levine (2002); Huotari and Iivonen (2004)


Trust and Knowledge Processes (2) *:

* Adapted from: Ford, Diane - Trust and Knowledge Management: The Seeds of Success / In: Handbook of Knowledge Management (2003)

Generation: Creation

Generation: Acquisition

Codification

Transfer

Application

KNOWLEDGE PROCESS INDIVIDUAL GROUPInterpersonal

TrustOrganizational

TrustInterpersonal

TrustOrganizational

Trust

TRUST PROPOSITIONS

* Det = Deterrence-based: sanctions

Det/InstDet/Inst/Kn InstIdent/Rel

* Ident = Identification-based: empathy, shared values* Inst = Institution-based: security of guarantees, safety nets, etc.* Rel = Relational-based: relationship cues

* Interpersonal Trust: Based on position, not the actual person* Organizational Trust: The trustee is an organization

* Cogn = Cognitive-based: perception or judgment cues* Kn = Knowledge-based: behavioral cues* Comp = Competency-based: skills, abilities, etc.

Comp/Cogn/+

* Syst = System-based trust: accessibility, quality, reliability, etc.

Syst

InstDet/Inst/Kn

InstcIdent/Kn/Relb

* b = When there are little or no sanctions or policies* c = When there is little or no interpersonal trust

Trust is derived through ...

* + = Ident/Kn/Rel

Inst


Trust and KM Strategy*:

Strategies:• Codification-dominant: Object-focused – Intranets, repositories, etc.• Personalization-dominant: People-focused – Communities of practice,

networks, storytelling, etc.• Balanced: Combination of codification and personalization

Codification-dominant strategies: Organizations exhibit low levels of trust

Personalization-dominant (Balanced) strategies: Organizations exhibit high levels of trust

Success of KM initiatives: • Greater in high trust organizations• Greater with personalization strategies

* Adapted from: Ribiere et al (2005, 2006 – in press)

Nurturing Trust – Leveraging Knowledge

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