Abstract

Understanding and managing trust is a critical competency for organisations that take their ethical values seriously. Organisations need to know how trust is won, developed and sustained, and also what to do when that trust is threatened or has broken down. This Report helps organisations understand what trust is and how it is established at the interpersonal and organisational level. It outlines strategies for building and sustaining a resilient reputation for organisational trustworthiness and, through the use of case studies, illustrates good and poor practice in repairing internal trust after an organisational failure.