About

An estimated 61% of the population have a "high sense of grievance" against 'the system' and those with a high sense of grievance tend to distrust all four institutions (business, government, media, and organisations including not-for profits). This will be true of your employees and your customers.

Building trust in this environment requires real, consistent and prolonged behavioural change across an organisation but how do you achieve that? How do you ensure that your organisation delivers on its promises when it is made up of individual employees interacting with customers?

This is hard enough in times of BAU but an organisation coming under scrutiny can be the real test of whether a culture of trust pervades so we will also hear how organisations have sought to engender trust even in difficult times and what has been learnt from these experiences.

We will also take time to consider the role of communications in supporting and reinforcing this culture of trust including engaging with hard to reach groups.