Trust Recovery
I came across this very interesting piece on some research done by a bunch of Wharton profs on Trust.
Definition of trust: "Willingness to accept vulnerability based upon positive expectations about another’s behavior"
Key Findings:
1. "While trust can recover from a period of untrustworthy actions, deception causes significant and enduring harm"
2. "Promise helps in speeding trust recovery much more than an apology"
Five key components of an apology: a statement of apology (I’m sorry), remorse (I feel badly), an offer of restitution , self castigation (I was an idiot), and a request for forgiveness.
You can read the enire article at: http://economictimes.indiatimes.com/articleshow/msid-1882887,curpg-1.cms
...there is a science to any and everything!
Definition of trust: "Willingness to accept vulnerability based upon positive expectations about another’s behavior"
Key Findings:
1. "While trust can recover from a period of untrustworthy actions, deception causes significant and enduring harm"
2. "Promise helps in speeding trust recovery much more than an apology"
Five key components of an apology: a statement of apology (I’m sorry), remorse (I feel badly), an offer of restitution , self castigation (I was an idiot), and a request for forgiveness.
You can read the enire article at: http://economictimes.indiatimes.com/articleshow/msid-1882887,curpg-1.cms
...there is a science to any and everything!
posted by Animesh Kumar at Friday, August 11, 2006
3 Comments:
soon emotions would also have science to them........:-)
u bet :=)
thanks for giving the link to a wonderful article...but i am not comfortable withe the idea of management gurus defining all basic emotions as some stats and science...anyways :)
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