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