Nurturing interpersonal trust in knowledge-sharing networks

TLDR

Informal networks are the main channels for employees to find information, solve problems, and learn, and while interpersonal trust in competence and benevolence underpins effective knowledge sharing, it remains a difficult concept for managers to influence. The authors interviewed staff in 20 organizations to uncover how interpersonal trust develops within knowledge‑sharing contexts. They identified key behaviors—discretion, consistency, collaboration—and practices—building a shared vision, ensuring decision‑making transparency, and holding people accountable—to help managers foster trust and thereby enhance knowledge creation and sharing.

Abstract

Executive Overview In many organizations, informal networks are the primary means by which employees find information, solve complex problems, and learn how to do their work. Two forms of interpersonal trust—trust in a person's competence and in a person's benevolence—enable effective knowledge creation and sharing in these networks. Yet, though conceptually appealing, trust is an elusive concept that is often difficult for managers to influence. We conducted interviews in 20 organizations to identify ways in which interpersonal trust in a knowledge-sharing context develops. Based on this work, we summarize behaviors (e.g., discretion, consistency, collaboration) and practices (e.g., building shared vision, ensuring transparency in decision-making, holding people accountable for trust) for managers interested in promoting trust (and thereby knowledge creation and sharing) within their own organizations.