Moving From Distrust to Trust
Life would be so simple if we had total control of what
happens moment by moment in our lives. But the reality
is life is full of unexpected events, and many trigger us at a
deep and visceral level.
When we are confronted with a threatening situation
— called an “amygdala hijack” — our brain floods with
cortisol, a neurotransmitter that tells the brain to close
down the executive functions, making them inaccessible
even if the intention is there. But when we use our
Conversational Intelligence skills, the hormone oxytocin
is released, among other neurotransmitters. Oxytocin is
associated with bonding behaviors, and new research in
neuroscience suggests that oxytocin may play a dominant
role in the brain and the heart as a regulator of our need
for social contact.
How can we activate oxytocin and trust even in the
face of betrayal and distrust? One strategy is the TRUST
Model, made up of five steps a leader can take to restore
trust. Each step provides a way to