The decision to trust : how leaders create high-trust organizations

257 Pages·2012·1.38 MB·English

by  Hurley

Praise for The Decision to Trust
‘‘This book provides an invaluable perspective on what
organizational trust really is all about and how it can be
influenced by individuals, teams, and leadership systems. Dr.
Hurley’s research is both comprehensive and compelling. More
important, it offers the reader practical guidelines and tools.’’
—Jon R. Katzenbach, coauthor, Leading OutsidetheLines,
and senior vice president, Booz & Company
‘‘For executives and managers who aspire to create high-trust
organizations, Robert Hurley’s TheDecisiontoTrust is the book
to read. The framework he proposes is eminently sensible and
powerful. TheDecisiontoTrust will help leaders reap the
myriad benefits of trust within their own organizations.’’
—Roderick M. Kramer, William R. Kimball Professor of
Organizational Behavior, Graduate School of Business,
Stanford University
‘‘Nothing much happens within an organization unless there is a
foundation of trust between its members. Robert Hurley makes
building that fundamental trust very actionable. For a leader
who is attempting to build a team, this model is invaluable.
We’ve seen a lot of books on trust, but none come close to
examining the issue of trust in working relationships with the
rigor that Dr. Hurley has provided.’’
—DougLennick and Fred Kiel, coauthors, Moral Intelligence
‘‘This well-researched book provides valuable information for
individuals, as well as for leaders of organizations, on how they
can increase the trust that others have of them.’’
—Morton Deutsch, E. L. Thorndike Professor Emeritus of
Psychology and Director Emeritus of the International Center
for Cooperation and Conflict Resolution, Teachers College,
Columbia University
‘‘Dr. Hurley’s deep experience in research and in the trenches of
organizational practice allows him to offer some powerful ideas
on how to manage trust. TheDecisiontoTrust is full of useful
insights and should be required reading for leaders and anyone
seeking to earn and keep others’ trust.’’
—ChesterCadieux, chairman and CEO retired, Quiktrip
Corporation
‘‘In these times, when working with organizational executives,
the issue that constantly tops the list is trust—that is, the lack
thereof. Mistrust is pervasive, cutting across all kinds of
organizations, and is highly stable, whereas trust is delicate and
can be destroyed in a nanosecond. Trust, therefore, can never
be taken for granted, as Hurley makes abundantly clear in this
excellent book. His invaluable contribution has been to provide
a model for (a) how to understand the nature of trust and (b)
what the key criteria are in deciding whether to trust in the first
place. Hurley has addressed one of the most important issues in
human relationships today.’’
—W. WarnerBurke, Edward Lee Thorndike Professor of
Psychology and Education, Teachers College, Columbia
University
The
Decision
to TRUST
How LEADERS Create
High-Trust Organizations
Robert F. Hurley
Copyright©2012byRobertF.Hurley.Allrightsreserved.
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LibraryofCongressCataloging-in-PublicationData
Hurley,RobertF.
Thedecisiontotrust:howleaderscreatehigh-trustorganizations/RobertF.
Hurley.—1sted.
p.cm.
Includesbibliographicalreferencesandindex.
ISBN978-1-118-07264-6(cloth);ISBN978-1-118-13186-2(ebk);
ISBN978-1-118-13187-9(ebk);ISBN978-1-118-13188-6(ebk)
1.Trust-Psychology.2.Leadership.3.Trust-Casestudies.I.Title.
BF575.T7H872012
658.4(cid:2)092-dc23
2011030029
PrintedintheUnitedStatesofAmerica
FIRSTEDITION
HBPrinting10 9 8 7 6 5 4 3 2 1
Thisbookisdedicatedtothetwopeoplewhohaveaffectedmylifeinthemost
profoundways.
To mywife,KathleenConwayHurley, whomIhavebeenblessed to callmy
wifeandtrustedpartnerforoverthirtyyears.Noonelivestheideasconcerning
trustworthinessfoundinthesepagesbetterthanyou.
To myfather,Francis JosephHurley, whoinlife’sbrief moments,between
baseballgamesandatthedinnertable,somehowinstilledinmeself-trustand
aninterest intheworldof ideas.

C O N T E N T S
Introduction 1
1 TheDecisiontoTrust 7
2 TheDecisiontoTrustModel 25
3 HowWeDifferinTrusting 41
4 SituationalFactorsintheBuildingofTrust 51
5 ToolsforDiagnosing,Building,andRepairingTrust 73
6 TrustinLeadershipandManagement 91
7 TrustinOrganizations 113
8 BuildingTrustWithinTeams 139
9 BuildingTrustAcrossGroupsandNationalCultures 159
10 HopefortheFutureofTrust 189
AppendixA—ResearchontheAntecedentstoTrust 199
AppendixB—TrustDiagnosisWorksheet 203
AppendixC—TrustInterventions 205
AppendixD—SystemicTrustInterventions 209
Notes 211
Acknowledgments 231
AbouttheAuthor 235
Index 237
vii