Membangun Kepercayaan Pelanggan (Customer TRUST): Building Trust in the Workplace

by: Olivier Serrat

Published by : Knowledge Solutions, August 2009, 57. pp. 1-5

"Workplace dynamics make a significant difference to people and the organizations they sustain. High-performance organizations earn, develop, and retain trust for superior results".

Introduction

Dictionary.com’s first definition of trust is “reliance on the integrity, strength, ability, surety, etc., of a person or thing; confidence.” The website prompts also that it is “the obligation or responsibility imposed on a person in whom confidence or authority is placed: a position of trust.” Both definitions imply that trust is a relationship of reliance: indeed, a relationship without trust is no relationship at all.
Trust is therefore both an emotional and a rational (cognitive, calculative, and rational) act. The emotions associated with it include affection, gratitude, security, confidence, acceptance, interest, admiration, respect, liking, appreciation, contentment, and satisfaction, all of them necessary ingredients of psychological health. The logic of it is grounded in assessments of a party’s dependability, which play a significant role in decisions to trust.

As expected, there are different intensities to trust, depending on why one grants trust and why it is accepted: knowing the different types of trust informs decision making at each ... . . . . . . . . . . . . (baca selengkapnya)

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