Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
• Social dilemmas
• Prisoner’s Dilemmas with more than two parties
• The collective is better off when individuals cooperate
• Individuals have incentives to defect
The Prisoner’s Dilemma:
w. each other
Cooperate
Social Dilemma Problems
• Communication
• Is communication clear?
• Does it demonstrate concern?
• Face-to-face is best
• Expectations
• Shift expectations: Community Game v. Wall Street Game
What Facilitates Cooperation?
• Accountability
• Is behavior observed? Is there recourse?
• Anonymity hurts
• Rating systems help
• Trust
How to Solve a Social Dilemma
• Elizabeth Petrakis
• Asked to sign a prenuptial agreement
• Husband Peter keeps $20 million of real estate
• Elizabeth gets $25,000 for every year of marriage
• Pratfalls
• High performer gains trust from spilling coffee
• Mistakes make people seem warmer and more approachable
• Must be balanced with competence
(Aronson)
Vulnerability
Bosnian War
• Serbian President Milosevic
• 1995 Negotiations in Dayton Ohio
President Milosevic
Building Trust
Bosnian War
• Spent weeks negotiating
Richard Holbrooke
Federation of Bosnia
and Herzegovina
Republic of Srpska
Building Trust
Bosnian War
• Spent weeks negotiating
• Settled at 2AM on November 17th, 1995
Richard Holbrooke
Building Trust
• Making mistakes
• Spilling coffee, dropping pens, telling a bad joke
• Self-Disclosure
• Admitting failures
• Risky: Too Vulnerable
• Milosevic – failed to consider extradition
• Surgeons spilling pens
Improving Communication Skills
Building Trust: Rapport, Warmth, & Equality
• Rapport
• Warmth
• Equality
The Cooperation Challenge
• Build Rapport
• Non-task communication
• Local events, hobbies
• Share meals
• Go to events together
Clay Shaw (13-time incumbent) v. Ron Klein, for FL 22nd Distr.
One Key to Building Trust
• Klein’s Challenge
• How could he sound articulate but also warm?
• Practice TV interview
• He never smiled
Projecting Warmth
• Non-task communication
• “Chit-chat” unrelated to the business at hand
• Common experiences/interests
• Using first names - correctly
Building Trust: Warmth
• Demonstrate warmth
• Concern for others
• Kindness
• Spend time
• Family, friends, pets, volunteering
Building Trust: Equality
• Building Rapport
• Demonstrating Warmth
• Demonstrating Equality
Improving Communication Skills
Interdependence, Common Goals, & Common Enemies
Interdependence
• The need to rely on each other
Interdependence
• Common enemies
• The United States and Pakistan grow closer after the 9/11 attacks
• Russia and France changed their dynamics after attacks in the Middle
East
13 Colonies United for Common Defense
• A common enemy
• Such as a competitor
• Identify common goals
• To develop the best process for the company, to solve a shared
environmental concern
Building Trust
• Show equality
• Being punctual
• Minimize differences
• Such as clothing and seating
Language Matters
• 1982 Robbery
• Eye witness testimony
• Convicts Alton Logan- life in prison
• Wasn’t even at the crime scene
• 26 Years later, after Wilson’s death, Alton finally went free
• Airbnb
• Website is devoted to trust
• Their rating system makes a big difference
• Uber
• Rating systems increase trust in other people
• Ebay
• Reputations are effective in solving the trust problem
Improving Communication Skills
Signaling & Trust
• Clarity
• Does the signal convey the right information?
• Flowers and jewelry convey well-understood information in
relationships
• Power
• Is it too expensive for people to bluff?
• Flowers are inexpensive
Guidelines
• Guilt-prone people are more trustworthy than people who are not prone to
feeling guilt
• Describe a time when you made a mistake at work. How did you feel when
this occurred? What did you do? What did you learn from this experience?
• How likely is this person to feel badly if they did something wrong, even
in no one knew about it?
• Does this person have a strong sense of responsibility for others?
• Would this person feel bad about letting others down?
The Challenge of Limited Feedback