06/03/2025
Trust. We all know it as the essential glue that keeps relationships relating and workplaces working. We all sense when it's not there. And when trust breaks down, it can be tough to figure out how to make things right or to know where to start.
Trust is a layered concept involving nuance, accountability, and emotional skill, but rather than trying to tackle all aspects at once, it can often be helpful to keep things simple. That's why I wanted to share this handy visual with you. I use this model any time I need to help myself and others understand how trust has been broken, and more importantly, how we can move forward with the crucial process of repair.
In her 2009 article, “Trust Repair After an Organization-Level Failure (co-authored with Graham Dietz), Nicole Gillespie discusses the three components of trust: ability, benevolence, and integrity,. For more on this topic, you can take a look at Nicole Gillespie’s fantastic work:
-Gillespie, N. & Dietz, G. (2009). Trust repair after an organization-level failure. Academy of Management Review, 34 (1), 127-145.
- Gillespie, N., Dietz, G. & Lockey, S. (2014) Organizational Reintegration and Trust Repair after an Integrity Violation: A Case Study. Business Ethics Quarterly, 24 (3), 371-410.
- Bachmann, R., Gillespie, N. & Priem, R. (2015). Repairing Trust in Organizations and Institutions: Toward a Conceptual Framework. Organization Studies, 36 (9), 1123-1142.