Chapter 6 - Establishing Trust and Building a Relationship
Knowledge-based trust
grounded in behavioral predictability; increases dependence and commitment among parties
Identification-based trust
grounded in complete empathy with another person's desires and intentions; means other people have adopted your own preferences
Concreteness
the tangibility of the resource
Particularism
how much utility we derive depends on the provider
Halo effect
if we are first presented with favorable information about an individual, we tend to only believe good things about that person from that point on, even in the face of contradictory evidence
Forked-tail effect
if you are first presented with unfavorable information about a person, you will only believe bad things about that person in the future
Reputations listed from the least cooperative to the most:
liar-manipulator, tough but honest, nice and reasonable, cream puff
What psychological (affective route) strategies can be used to build trust between parties?
similarity, mere exposure, physical presence, reciprocity, schmoozing, flattery, mimicry and mirroring, self-affirmation
How does a person build trust through cognitive means of influence?
transform personal conflict into task convict; agree on a common goal or shared vision; capitalize on network connections; find a shared problem or a shared enemy; focus on the future
Embedded relationship
when friends and family do business, the relationship is more complex; emotional potential is higher and interpersonal conflict can result; often experience internal value conflicts; may create myopia if people are reluctant to move beyond their own networks
Steps to repairing broken trust
1. arrange a personal meeting 2. put the focus on the relationship 3. apologize 4. let them vent 5. do not get defensive 6. ask for clarifying information 7. test your understanding 8. formulate a plan 9. think about ways to prevent a future problem 10. do a relationship check-up
Deterrence-based trust
expensive to develop and maintain behavioral monitoring systems; backfiring effect; based on consistency of behavior, meaning people will follow through on what they promise to do
The affective route
based on intuition and emotion
The cognitive route
based on rational and deliberate thoughts and considerations
What situations lead to mistrust?
breaches or defections, miscommunication, dispositional attributions, focusing on the "bad apple"
Equality rule
divides the resources equally amongst the representative groups
Equity rule
divides the total amount of the available resources, then distributes them in proportion to each group's input to the negotiations
Subjective value inventory assesses four major concerns
feelings about instrumental outcomes, themselves, the process, and their relationships
