CHAPTER 7
When You’ve Betrayed Another’s Trust
Calgary Health Region’s patient-safety office policy requires staff to apologize to patients who have been hurt by the hospital—whether or not anyone was to blame—and to explain how it plans to avoid similar problems in the future.
—Tom Blackwell
It is often said that it takes a long time to build trust, and it can be lost in an instant. In my experience, however, people who are intentional and rigorous in using the language of trust and who follow what they say with consistent actions build trusting relationships that endure, even in the face of betrayal. Equally important, however, is that they use another form of the language of trust when they do betray someone’s trust: acknowledge and apologize. ...
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