The Decision to Trust: How Leaders Create High-Trust Organizations

Appendix D

Systemic Trust Interventions

Trust Factor

Systemic Interventions

Increase Power

Penalize any use of coercive power (retribution, threat) that does not enhance trust. (Note that fines and prosecution by authorities to enforce laws enhances trust.) Create low-risk mechanisms for voice (networking Web sites, ombudsman, open door policy, employee surveys, dialogue meetings, and the like). Provide concrete mechanisms for recourse in the event of violations (for example, litigation, appeal to ombudsman, appeal to regulatory bodies, arbitration, appeal to self-regulatory industry association groups). Create vehicles for stakeholders to influence policy and decisions (for example, town hall meetings, hearings, participative decision-making ...