the issue of trust
DESCRIPTION
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?. - PowerPoint PPT PresentationTRANSCRIPT
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Public Confidence in Professional Regulation:
Earn It, Keep It
Council on Licensure,
Enforcement and Regulation
Toronto, Ontario
June 7, 2012
Photo © Michael Haegele/Corbis
© CLEAR 2012
The Issue of Trust
Claudia Newman, Principal
NCA Associates
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Council on Licensure,
Enforcement and Regulation
Toronto, Ontario
June 7, 2012
“ Maintaining public confidence & trust should be the main agenda of the institution” Chief Justice, Zaki Azmi, Malaysia
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Council on Licensure,
Enforcement and Regulation
Toronto, Ontario
June 7, 2012
Twin Mandates
Protection of the public interest
Maintain the public trust
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Council on Licensure,
Enforcement and Regulation
Toronto, Ontario
June 7, 2012
What is Trust?
Canadian Health Services Research Foundation, Myth Busters October 2009
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Council on Licensure,
Enforcement and Regulation
Toronto, Ontario
June 7, 2012
“A firm belief in the reliability, truth or ability of someone or something”Oxford Dictionary
Trust Defined
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Council on Licensure,
Enforcement and Regulation
Toronto, Ontario
June 7, 2012
Supplemental Concepts
Trustfulness
Trustworthiness
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Council on Licensure,
Enforcement and Regulation
Toronto, Ontario
June 7, 2012
Trust is Complex & Multi-Faceted
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Council on Licensure,
Enforcement and Regulation
Toronto, Ontario
June 7, 2012
The Delicate Nature of Trust
Implicit versus explicit
Dynamic & relational
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Council on Licensure,
Enforcement and Regulation
Toronto, Ontario
June 7, 2012
The Act of Trust(ing)
Intention
Act
Consequence
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Council on Licensure,
Enforcement and Regulation
Toronto, Ontario
June 7, 2012
Stir into the Mix
Mental Model Constructs
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Council on Licensure,
Enforcement and Regulation
Toronto, Ontario
June 7, 2012
Losing Trust
“One negative event can be more destructive than one positive event can be helpful”CCMD’s Action-Research Roundtable on Risk Management
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Council on Licensure,
Enforcement and Regulation
Toronto, Ontario
June 7, 2012
Building Trust
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Council on Licensure,
Enforcement and Regulation
Toronto, Ontario
June 7, 2012
Elements of TrustA Paper developed for CCMD’s Action Research Roundtable on Risk Management
AristotleKnowledge & expertiseOpenness & honestyConcern & care
Shindler & ThomasConsistencyOpennessCompetenceIntegrityLoyalty
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Council on Licensure,
Enforcement and Regulation
Toronto, Ontario
June 7, 2012
And I would add;
Responsiveness Congruency Transparency Accountability
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Council on Licensure,
Enforcement and Regulation
Toronto, Ontario
June 7, 2012
On a Practical Note
Effective communication Repetition, repetition, repetition All wrapped up in a good PR plan
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Council on Licensure,
Enforcement and Regulation
Toronto, Ontario
June 7, 2012
“Building trust …is something that should be nurtured in a continuous and on-going manner” CCMD’s Action-Research Roundtable on Risk Management
And in Closing
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Council on Licensure,
Enforcement and Regulation
Toronto, Ontario
June 7, 2012
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Council on Licensure,
Enforcement and Regulation
Toronto, Ontario
June 7, 2012
Speaker Contact Information
Claudia Newman, PrincipalNCA Associates222 Somerset St. West, Suite 300Ottawa ON K4M 1B2
[email protected] 613.299.2783