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The Issue of Trust

The Issue of Trust. Claudia Newman, Principal NCA Associates. “ Maintaining public confidence & trust should be the main agenda of the institution” Chief Justice, Zaki Azmi , Malaysia. Twin Mandates. Protection of the public interest Maintain the public trust. What is Trust?.

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The Issue of Trust

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  1. The Issue of Trust Claudia Newman, Principal NCA Associates

  2. “ Maintaining public confidence & trust should be the main agenda of the institution” Chief Justice, ZakiAzmi, Malaysia

  3. Twin Mandates Protection of the public interest Maintain the public trust

  4. What is Trust? Canadian Health Services Research Foundation, Myth Busters October 2009

  5. Trust Defined “A firm belief in the reliability, truth or ability of someone or something” Oxford Dictionary

  6. Supplemental Concepts Trustfulness Trustworthiness

  7. Trust is Complex & Multi-Faceted

  8. The Delicate Nature of Trust Implicit versus explicit Dynamic & relational

  9. The Act of Trust(ing) Intention Consequence Act

  10. Stir into the Mix Mental Model Constructs

  11. Losing Trust “One negative event can be more destructive than one positive event can be helpful” CCMD’s Action-Research Roundtable on Risk Management

  12. Building Trust

  13. Elements of TrustA Paper developed for CCMD’s Action Research Roundtable on Risk Management Aristotle • Knowledge & expertise • Openness & honesty • Concern & care Shindler & Thomas • Consistency • Openness • Competence • Integrity • Loyalty

  14. And I would add; • Responsiveness • Congruency • Transparency • Accountability

  15. On a Practical Note • Effective communication • Repetition, repetition, repetition • All wrapped up in a good PR plan

  16. And in Closing “Building trust …is something that should be nurtured in a continuous and on-going manner” CCMD’s Action-Research Roundtable on Risk Management

  17. Speaker Contact Information Claudia Newman, Principal NCA Associates 222 Somerset St. West, Suite 300 Ottawa ON K4M 1B2 cnewman@ncaassociates.com 613.299.2783

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