Transcript Affect-based trust - McGraw Hill Higher Education

Chapter 6: Trust, Justice, and
Ethics
Copyright © 2010 by The McGraw-Hill Companies, Inc. All rights reserved.
Trust, Justice, and Ethics
• Trust is defined as the willingness to be
vulnerable to an authority based on positive
expectations about the authority’s actions and
intentions.
» Justice reflects the perceived fairness of an
authority’s decision making.
» Ethics reflects the degree to which the behaviors of
an authority are in accordance with generally
accepted moral norms.
Copyright © 2010 by The McGraw-Hill Companies, Inc. All rights reserved.
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Trust
• Disposition-based trust means that your
personality traits include a general
propensity to trust others.
• Cognition-based trust means that trust is
rooted in a rational assessment of the
authority’s trustworthiness.
• Affect-based trust means that it depends
on feelings toward the authority that go
beyond any rational assessment.
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Disposition-Based Trust
• Has less to do with the authority and more
to do with the trustor.
» Some trustors are high in trust propensity —
a general expectation that the words,
promises, and statements of individuals and
groups can be relied upon.
– Shaped from both genetics and environment
» Trust propensity levels are actually relatively
high in the United States, especially in relation
to countries in Europe and South America.
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Cognition-Based Trust
• Our trust begins to be based on cognitions
we‘ve developed about the authority, as
opposed to our own personality or
disposition.
» Trustworthiness is defined as the
characteristics or attributes of a trustee that
inspire trust.
» Driven by the authority’s “track record.”
– Ability, integrity, and benevolence
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The Track Record
• Ability is defined as the skills, abilities, and areas of
expertise that enable an authority to be successful in
some specific area.
» Doctor, lawyer
• Integrity is defined as the perception that the authority
adheres to a set of values and principles that the trustor
finds acceptable.
» “Walk the talk”
• Benevolence is defined as the belief that the authority
wants to do good for the trustor, apart from any selfish or
profit-centered motives.
» Mentor-protégé
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Affect-Based Trust
• Often more emotional than rational.
• Affect-based trust acts as a leap of faith in the
face of uncertainty about trustworthiness.
• Affect-based trust sometimes acts as a
supplement to the types of trust discussed
previously.
• An emotional bond develops, and our feelings
for the trustee further increase our willingness to
accept vulnerability.
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Justice
• Distributive justice reflects the perceived
fairness of decision-making outcomes.
» Employees gauge distributive justice by asking
whether decision outcomes, such as pay, rewards,
evaluations, promotions, and work assignments, are
allocated using proper norms.
• Procedural justice reflects the
perceived fairness of decision-making
processes.
» Fostered when authorities adhere to rules
of fair process.
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Procedural Justice Rules
• Voice concerns giving employees a chance to
express their opinions and views during the
course of decision making.
» Improves employees reactions to decisions.
• Correctability provides employees with a
chance to request an appeal when a procedure
seems to have worked ineffectively.
• Consistency, bias suppression,
representativeness, and accuracy rules help
ensure that procedures are neutral and objective,
as opposed to biased and discriminatory.
» Interview questions, compensation practices
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Procedural Justice
Does procedural justice really matter—don’t
people just care about the outcomes that
they receive?
• Distributive justice and procedural justice
combine to influence employee reactions.
» When outcomes are bad, procedural justice
becomes enormously important.
» Procedural justice tends to be a stronger driver
of reactions to authorities than distributive
justice.
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Justice, Cont’d
• Interpersonal justice reflects the perceived
fairness of the treatment received by employees
from authorities.
» Interpersonal justice is fostered when authorities
adhere to two particular rules.
– Respect rule pertains to whether authorities treat employees
in a dignified and sincere manner.
– Propriety rule reflects whether authorities refrain from
making improper or offensive remarks.
• Interpersonal injustice occurs when authorities
bad-mouth employees.
Copyright © 2010 by The McGraw-Hill Companies, Inc. All rights reserved.
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Justice, Cont’d
• Informational justice reflects the
perceived fairness of the communications
provided to employees from authorities.
» Informational justice is fostered when
authorities adhere to two particular rules.
– The justification rule mandates that authorities
explain decision-making procedures and outcomes
in a comprehensive and reasonable manner.
– The truthfulness rule requires that those
communications be honest and candid.
Copyright © 2010 by The McGraw-Hill Companies, Inc. All rights reserved.
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Ethics
• Research on ethics seeks to explain why
people behave in a manner consistent with
generally accepted norms of morality, and
why they sometimes violate those norms.
» Whistle-blowing occurs when employees
expose illegal actions by their employer.
» 76 percent of employees have observed
illegal or unethical conduct on the job
within the past 12 months.
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The Four Component Model of
Ethical Decision Making
• Moral awareness occurs when an
authority recognizes that a moral issue
exists in a situation or that an ethical
standard or principle is relevant to the
circumstance.
» Ethical sensitivity reflects the ability to
recognize that a particular decision has
ethical content.
» Moral intensity captures the degree to which
the issue has ethical urgency.
Copyright © 2010 by The McGraw-Hill Companies, Inc. All rights reserved.
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The Four Component Model of
Ethical Decision Making, Cont’d
• Moral judgment is when the authority
accurately identifies the morally “right”
course of action.
» Theory of cognitive moral development
argues that as people age and mature, they
move through several stages of moral
development—each more mature and
sophisticated than the prior one.
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The Four Component Model of
Ethical Decision Making, Cont’d
• Moral intent reflects an authority’s degree of
commitment to the moral course of action.
» The distinction between awareness, judgment, and
intent is important, because many unethical people
know and understand that what they do is wrong—
they just don’t really care.
» One driver of moral intent is moral identity —the
degree to which a person sees him- or herself as a
“moral person.”
– Strong moral identity increases ethical behaviors because
failing to act morally will trigger a strong sense of guilt or
shame.
Copyright © 2010 by The McGraw-Hill Companies, Inc. All rights reserved.
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How Important Is Trust?
• Trust is moderately correlated with task performance.
• Trust relates to performance because it increases an
employees ability to focus, which reflects the degree to
which employees can devote their attention to work.
• Trust also influences citizenship behavior and
counterproductive behavior because the willingness to
accept vulnerability changes the nature of the employeeemployer relationship.
• Trust affects organizational commitment because that
trusting an authority increases the likelihood that an
emotional bond will develop, particularly if that trust is
rooted in positive feelings for the authority.
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