Post on 07-Feb-2016
description
The Head or The HeartTWO TYPES OF TRUST AND
HOW THEY GROW
trust from the head, trust from the heart
Two Types of Trust
AFFECTIVE TRUSTArises from feelings of emotional closeness,
empathy, or friendship
COGNITIVE TRUSTBased on the confidence one feels in another
person’s accomplishments, skills, and reliability
Two Types of Trust
AMERICAN CULTURE
• A long tradition of separating the practical and
emotion
• Mixing two is perceived as unprofessional and
risks conflict of interest
CHINESE CULTURE
• Stronger interplay between affective and
cognitive trust
• Likely to develop personal ties and affective
bonds when there is also a business or financial tie
task-based vs relationship-based
culture
Trusting Cycle
TASK-BASED CULTURE
• Tend to separate affective and cognitive trust
• Rely on cognitive trust for work relationships
• Trust is built through business related
activities
RELATIONSHIP-BASED CULTURE
• More cognitive and affective trust are woven
together in business
• Built through sharing meals, business drinks, visits
at the coffee machine
Trusting Cycle
Trusting Cycle
AMERICAN CULTURE
• Two-to-three minute exchanges for “built a
relationship”
• Check if off the list and get down to business
• Relationships are quickly built and quickly dropped
• Defined by functionality and practicality
BRIC CULTURE
• Build trust with your clients and colleagues in order to
be successful
• Ice-breakers are rare
• Founded on professional credibility and deeper
emotional connections
• Slow to built, slow/hard to be dropped
strategies for building trust across cultural
divides
Strategies for Building Trust
Invest time into developing a
relationship-based approach or
into building affective trust
Strategies for Building Trust
1
2
Build on common interests
Look a little harder
Showing Your True Self
TASK-BASED CULTURE
• Show the best “me”
• Politically correct
• Don’t dare to complain or show negative
emotion
RELATIONSHIP-BASED CULTURE
• Show nonprofessional self
• Leave concentration behind
• Don’t worry about saying or doing the wrong thing
• Be yourself-personal self, not business self
Showing Your True Self
1
2
Brings back to the business the
value of trust
Relationship with person
provides a safety net
3 Often save time in the long run
Benefits in Affective Relationship Building:
Consider Meals Carefully
STRATEGY 1
• HOST: Task-based society
• VISITORS: Relationship-based society
• WHAT TO DO: Put more time and effort into
organizing meals to be shared.
STRATEGY 2
• HOST: Relationship-based society
• VISITORS: Task-based society
• WHAT TO DO: Don’t throw out the socializing
altogether.
In some cultures, sharing drinks—
particularly alcoholic drinks—is
equally important.
Consider Meals Carefully
Consider Meals Carefully
JAPAN
Drinking is a great platform for sharing your true
inner feelings as well as for recognizing where bad
feelings might be brewing and to strive to address
them before they turn into problems.
EAST ASIA
Whether you are working in China, Thailand, or
Korea, doing a substantial amount of drinking with
customers and collaborators is a common step in the
trust-building process.
Communication Medium
Face-to-face
Phone Calls
E-mails
Communication Medium
TASK-BASEDRELATIONSHIP-
BASED
Medium of
CommunicationMore efficient
More
social/interactive
Response to
People One Has
Never Met
Favorable and rapid
response
Unfavorable and slow
to no response at all
Communication Medium
STRATEGY: WASTA
• Connections that create preference
• Relationships that give influence
• Who you know
• “Wingman”
Communication Medium
TASK-BASEDRELATIONSHIP-
BASED
Medium of
CommunicationMore efficient
More
social/interactive
Response to
People One Has
Never Met
Favorable and rapid
response
Unfavorable and slow
to no response at all
Length of Social
TalkShort Long
Communication Medium
STRATEGY
For meetings and phone calls
• Let the other lead
• Initiate the social cues
For e-mails
• Mimic the other’s style
Applications to the Philippine Setting
AFFECTIVE TRUST
RELATIONSHIP-BASED
• Fostering warm
relationships with others
often leads them to be
overly inquisitive when it
comes to conversations
with strangers
• Filipinos like to hang out
after meetings have
officially ended
• “Losing face" is shameful in
Filipino society
game time!
1Marina and Jim (both coming from different
countries) met to discuss a certain
acquisition. Marina’s team visited Jim’s
location and there spent 3 days of intense
and difficult negotiations, ordering
sandwiches for lunch, and taking only short
pauses throughout the day. Jim’s team also
visited Marina’s country to discuss. Their
days were packed with meetings, the meals
were long (often lasted over an hour) and
dinners spread throughout the evening.
From what countries are Maria and Jim from?
USA BRAZIL
2Jing and Jeb developed a friendship after
they bumped into each other in the gym.
They had a great connection and would
often invite each other to their houses for
dinner with their families. When Jing
thought of a business idea, she immediately
approached Jeb and explained to him the
proposal. Jeb looked was very critical and
looked at each detail closely, treating Jing
as if she was a stranger.
From what countries are Jing and Jeb from?
CHINA GERMANY
3You are Australian and you are hosting a
dinner party to welcome your business
partners from Japan.
What do you do?
Put more time and effort into
organizing meals to be shared.
Don’t throw out the socializing
altogether.
4People from which country are more likely
to set one-on-one meetings despite not
having anything specific to talk about?
USA PORTUGAL
The Head or The HeartTWO TYPES OF TRUST AND
HOW THEY GROW