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A Model of Controllers’ Trust in Others & in the Technology they Use in their Work

Deirdre Bonini Integra S/A Denmark. Trinity College Dublin Ireland. Eurocontrol Experimental Centre France. A Model of Controllers’ Trust in Others & in the Technology they Use in their Work. Presentation. Definition of trust Trust in Air Traffic Control Model of trust

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A Model of Controllers’ Trust in Others & in the Technology they Use in their Work

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  1. Deirdre Bonini Integra S/A Denmark Trinity College Dublin Ireland Eurocontrol Experimental Centre France A Model of Controllers’ Trust in Others & in the Technology they Use in their Work

  2. Presentation • Definition of trust • Trust in Air Traffic Control • Model of trust • Hypotheses • Method • Results • Conclusion

  3. A Definition of Trust Trust is … • A choice a trustor makes to give the trustee control (e.g. delegate task) • Based on a belief that the trustee will carry out an action / behave in a certain way • With the view of a positive outcome for the trustor

  4. Trust in Air Traffic Control • Why is trust relevant to Air Traffic Control? • A precursor of cooperation (Deutsch, 1958; Baier, 1986; Muir, 1989; Kramer, 2001) • The work of a controller can be seen as a collaboration with colleagues, with pilots through technology, and with technology by using the information it provides • Due to the trend towards controller mobility (standardisation of training) & introduction of technology it is increasingly important to understand how to optimise team work & the use of technology

  5. Developed from: Literature review Observation of controllers at work Three Questionnaires Focus groups One-to-one interviews Three elements: Self Belief Control Model of Trust

  6. Self confidence Confidence in one’s ability to judge others & situation Outlook on the world (i.e. trusting in general or not) both towards others (Zand, 1972) and towards technology (Lee & Moray,1994) Self

  7. Cognitive frameworks used to interpret a situation & anticipate events (e.g. mental models, schemas) Literature & controllers consider competence as relevant in trust decision Rulers/scales to describe competent controllers & technology Belief

  8. Competence Ruler • Rulers for French, Irish, & Italian controllers (competent others & technology) • Example of Italian technology competence ruler

  9. Implicit/explicit rules define, mediate & constrain trustor & trustee co-operation Roles (e.g. an actor’s role defines their behaviour & social interactions) & contracts Choice (need to understand context) Control

  10. Null Hypotheses • Self • No difference between low/high self confidence • No difference (both for others & technology) between low/high trustors • Belief • No difference between low/high competence (for both others & technology) • Control • Cultural differences will be found in trusting behaviour (for both others & technology)

  11. Method • Scenario-based questionnaires • Ten scenarios • Questionnaires; Incident reports; Support of 5 operational experts • Iterative process (both analytical & empirical approach) • Operationally sound; Not specific to one operational environment; Not a test with a right/wrong answer

  12. Participants & Design • Irish (26) • 11 control • 15 experimental condition • Italian (44) • 16 control • 28 experimental condition • Volunteers in 4 control centres

  13. All respondents rated themselves high on self-confidence Towards others most respondents rated high (69-86%) Towards technology Italians low (57%) & Irish high (58%) No significant correlation between attitudes & trust decision Results: Self

  14. Participants under control & exp. condition chose same answer (‘trust’ or ‘no trust’) Both lower & higher characteristics were positive Narratives maybe not neutral? Significant correlation between competence & trustworthiness ratings Results: Belief

  15. Italian & Irish responded differently to 3 scenarios, but no significant difference found “what would change your answer?” Individual differences or cultural differences? Results: Control

  16. Conclusions • No conclusive validation • Should test model components separately (Belief component more than competence) • Need to separate effect of culture versus individual differences (self, belief, & control) • Consider the interaction between controller & technology competence & effect on trust • Relation between ratings of competence & trustworthiness (both others & technology) • Scenarios found to be effective way to interact with controllers • Perhaps follow-up with interview

  17. Questions ?

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