The Development of Interpersonal Trust Between the Consultant and Client in the Course of the Consulting Process

Abstract

This research work investigates the development of interpersonal trust between the client and the consultant during the consulting process. It gives a conceptual outline of the trust building dimensions in the consultant-client relationship in terms of propensity to trust, perceived trustworthiness and the conditions of the trust situation with referring to the integrated trust model of Mayer, Davis and Schoorman. The research findings are enhanced by a qualitative practical investigation to provide a further context-specific concretization. Even though the implications from the practical investigation are in main parts congruent with the conceptual findings, it turned out that trust as a social mechanism is difficult to be grasped during practical interviews, why a conceptual foundation is indispensable to capture the total trust spectrum. This work shows that the trustworthy factors of abilities, integrity and benevolence are relevant for building interpersonal trust between the consultant and client, whereas a lack of ability-related trustworthiness cannot be compensated by the others. It is identified that signaling same-goal-orientation with the client and demonstrating a supportive role for the client’s interests are key factors for building trust by the consultant. It is also highlighted that a transparent working approach of the consultant is vital to reduce the client’s uncertainty and to promote trust building.