The Conflict Resolution Toolbox, 2nd Edition

CHAPTER SEVENMODEL #4: THE DYNAMICS OF TRUST

BACKGROUND OF THE TRUST MODEL

The Dynamics of Trust model was developed by the author incorporating the work of Daryl Landau.¹ To develop this model, a significant amount of research was conducted in the area of attribution theory, a cornerstone in understanding the dynamics of trust in human interactions.

One of the core issues in conflict resolution between parties is the issue of trust. We often hear the phrase “I don't trust you,” or “I don't trust them” when we manage conflict. Trust, or lack of it, can be a significant barrier to parties' finding a resolution to an issue; indeed, it can prevent the parties from even wanting to talk. On the other side of the coin, trust is a unique resource, in that trust is expanded rather than depleted the more it is used. The more we can access trust with the parties, the more useful and effective it becomes in reaching resolution. Trust is a key element in the conflict management process.

Trust is one of the least understood dynamics in human relationships. We often think of trust as a single thing, a single measure, a single component, when this is patently not the case. As an example, many of us get in a car and drive to work on roads and highways where the only thing separating us from oncoming cars is a white line painted on the road (and in many cases, not even a solid white line!). We are, in essence, trusting thousands of strangers to stay on their side of the line. If we didn't fundamentally ...