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Restoring Trust in Organizations and LeadersEnduring Challenges and Emerging Answers$
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Roderick M. Kramer and Todd L. Pittinsky

Print publication date: 2012

Print ISBN-13: 9780199756087

Published to Oxford Scholarship Online: May 2012

DOI: 10.1093/acprof:oso/9780199756087.001.0001

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PRINTED FROM OXFORD SCHOLARSHIP ONLINE (oxford.universitypressscholarship.com). (c) Copyright Oxford University Press, 2021. All Rights Reserved. An individual user may print out a PDF of a single chapter of a monograph in OSO for personal use. date: 20 October 2021

Building and Rebuilding Trust

Building and Rebuilding Trust

Why Perspective Taking Matters

(p.171) 8 Building and Rebuilding Trust
Restoring Trust in Organizations and Leaders

Michele Williams

Oxford University Press

In this chapter, I explore how the process of perspective taking not only influences social bonds and trust building but also trust repair processes. Perspective taking involves imagining others’ thoughts and feelings from their point of view. It influences trust repair by influencing how transgressors, who have violated the trust of another, and victims, whose trust has been violated, approach the issue of repair. Perspective taking can influence transgressor’s ability to identify asymmetric trust breaks (those perceived by the victim only). It can also influence the victim’s ability to facilitate trust repair in a more effective and socially complex manner than by simply airing his or her grievances. Perspective taking should enhance both parties’ ability to perceive factors mitigating attributions of responsibility, reduce negative affect, and restore cooperation. In sum, I propose that the intrapsychic process of perspective taking and the interpersonal processes it elicits can facilitate actions that repair trust through multiple mechanisms.

Keywords:   perspective taking, trust repair, relationship repair, proactivity

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