Studying Trust as Process within and between Organizations
Edited by Søren Jagd and Lars Fuglsang
Chapter 4: Trusting and distrusting in dialogue: a study of authentic medical consultations
AbstractThe purpose of this chapter is to contribute to an understanding of trusting as a dynamic relational process that can vary with circumstances. Based on an analysis of a number of physician–patient consultations in a Swedish hospital, we show how the consultations lead to increased trust or decreased trust, and in some situations have no apparent effect. The consultations, and the accounts given in them, can possibly lead to trusting if they correspond to the uncertainty or needs the other party expresses, assuming willingness to collaborate and cooperate. However, counteracting distrust (perhaps using accounts) is complicated, especially when this becomes unexpectedly needed in ongoing interaction.
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