14.2. Two Dimensions of Trust: Intention vs Competence

3.2.1 Intention

• Definition: Intention refers to the motive, attitude, or purpose behind a person’s action.
• It is related to a person’s feelings of goodwill, care, and concern for others.
• Positive intention is when someone genuinely wants to support or help, even if they fail to do so effectively.
• Example:
  • A parent who gives career advice with care, though outdated, still has positive intention.
  • A friend who tries to help in studies but lacks deep subject knowledge still means well. Key Point: If a person has the right intention but lacks the required skill or knowledge, we may feel hurt or frustrated, but the bond of trust often remains intact.

Intention in the context of trust deals with the underlying motives behind a person's actions. It is essential to realize that good intentions stem from a place of care and desire to help others. For example, consider a parent who gives their child career advice based on their experiences. Even if the advice is outdated, it reflects a caring intention. If a friend attempts to tutor another, yet struggles with the subject, their effort still signifies goodwill. Hence, understanding that a person's good intention can preserve the relationship even when they lack the ability to help effectively is crucial.

Imagine a student asking a teacher for help with a math problem. The teacher, enthusiastic about helping, offers advice that isn’t quite correct. Although the student might feel frustrated by the misleading guidance, they understand that the teacher had the best intentions. This reinforces the bond of trust, as the student values the teacher's effort to help, despite the shortcomings.

3.2.2 Competence

• Definition: Competence refers to a person’s ability, skill, or capacity to perform a task or fulfill a role.
• It relates to one’s technical knowledge, experience, and practical application.
• A person may have the best of intentions, but if they lack competence, the outcomes may still be poor.
• Example:
  • A new team member in a project might genuinely want to contribute but lacks coding experience.
  • A well-meaning teacher may not be able to explain concepts effectively. Key Point: When a person is competent but lacks good intention (e.g., selfish motives), trust is severely broken.

Competence refers to an individual’s ability to perform tasks effectively. It encompasses the skills, knowledge, and experience that a person brings to the table. Even when someone has positive intentions, a lack of competence can lead to poor results. For instance, a new team member genuinely wishing to help with a project may not have the technical skills necessary to do so, which can frustrate others. Furthermore, if someone is very competent but harbors negative intentions, such as selfish motives, it severely fractures trust, because others feel manipulated or exploited.

Consider a new employee in a tech company who is eager to help with a software project. However, he has limited coding skills. His intention is genuine, yet without the proper knowledge to contribute productively, he may introduce errors into the project. This scenario highlights the importance of competence: the good intention alone isn't sufficient for building trust if the individual cannot deliver effective results.

Trust Dynamics

• High Intention + High Competence:
  • Strong Trust
• High Intention + Low Competence:
  • Partial Trust / Empathy
• Low Intention + High Competence:
  • Distrust / Suspicion
• Low Intention + Low Competence:
  • No Trust / Rejection
• Trust is built over time when people repeatedly demonstrate positive intention and consistent competence.
• Trust is broken quickly when people show lack of care (bad intention) or repeatedly fail due to incompetence, even if intentions were good.

Trust is governed by the interplay of intention and competence. When both are high, trust is strong. When someone has high intention but low competence, there is partial trust or empathy; people may appreciate the effort but recognize the inability to deliver results. In contrast, a lack of intention leads to distrust, even if a person has competence. Moreover, if both intention and competence are absent, trust is completely eroded. Importantly, trust builds gradually through consistent demonstrations of both positive intention and effective action, and it can be lost abruptly when either is compromised.

Think of a community volunteer who regularly helps organize events (high intention) but sometimes fails to manage the logistics properly (low competence). Over time, the community may develop partial trust, appreciating their dedication while also knowing to double-check their plans. If another volunteer who handles logistics well but doesn’t care about the community (low intention) steps in, trust is compromised, as the community feels used rather than supported.

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