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Using clustered non-verbal cues to predict "Trustworthiness".

18 March 2014

 

In our March edition of the NI newsletter SomeNewIntelligence, we commented on Professor David DeSteno's recently published article on the use of non-verbal cues and the ability to predict "trustworthiness".  

Thanks to the Harvard Business Review, you can find the link to a short video of the experiment here

One of the important points to come out of it is how closely the cues for detecting and predicting trust-worthiness in individuals (and in a robot) matched those typically taught in programs and text-books on Detecting Deception.

If someone is acting in an un-trustworthy manner it does not mean they are being deceptive.

Interestingly, the experiment also highlighted that those who distrusted someone, did not rate them any less likeable in a later survey.  

It begs the question:  If people can distrust us and still like us, I wonder what it really takes to make someone dislike us.  This last element of DeSteno's experiment speaks very strongly to the need for developing a strong Rapport with our clients.  You can gain a rapport with a client even though both of you may be distrusting.  So Rapport is different to trust.  It is a similarity.  An agreement to unertake a mutual relationship.  But you don't have to like them.

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