Managing trust and trouble in interpersonal work relationships: evidence from two Dutch organizations

Within this article our focus is on the nature of the interactions that occur in the context of dyadic trust relationships, noting the factors which may adversely affect judgements about the trustworthiness of the other individual in a relationship, particularly in periods of trouble. What happens when trouble occurs is of central concern in the context of relationship maintenance and repair and (unnecessary) damage to the relationship can be avoided if trouble is dealt with effectively. Using illustrations from two Dutch organizations we examine what happened at the critical moments when trouble occurred in a work relationship and explore what determined the impact of that event on the level of trust in the relationship. The findings highlight the importance of clear and explicit expectations, the use of constructive voice and positive interaction by both individuals.

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