What are the two types of trust identified in the trust-building process?

In the context of the trust-building process, the two types of trust often recognized are calculus-based trust and knowledge-based trust.

Calculus-based trust refers to a more transactional or structural form of trust, where the trust is built upon a logical evaluation of the possible outcomes, risks, and benefits of interactions. This form of trust is often rooted in fear of consequences within a relationship; individuals or parties may trust each other to some extent because they are aware that any breach of trust can lead to negative repercussions.

Knowledge-based trust, on the other hand, develops over time as individuals share experiences, expectations, and information with one another. It is based on a foundation of familiarity and understanding of each other’s capabilities and behaviors. As people build a deeper understanding of one another, they develop a sense of reliability and consistency, which strengthens trust.

Understanding these two forms of trust is essential for effective communication and collaboration in any practice, particularly in IT service management, where relationships with stakeholders play a crucial role in delivering value and achieving mutual goals.