Feeling excluded – detrimental for trust?

The other day I was in conversation with the author of a paper on the subject of trust, which included a number of case studies. I noticed that, as people talked about how their sense of trust in someone had changed, they often seemed to be pointing to feelings of inclusion or exclusion.  When I put this point to the author, after a slight delay he said “I don’t quite understand what you mean.” This made me realise that I needed to do a bit more explaining.

I personally first started to notice that feelings of exclusion and inclusion were a constant feature of human relating when I was studying organisational change with Ralph Stacey in the early 2000s. I learned that the sociologist Norbert Elias had conducted a whole study on the subject, which was published in his book “The established and the outsiders”.

As I was talking to the author of the paper on trust, I noticed that my theoretical explanation wasn’t helping much, so I decided to give some examples from his own case studies. That helped. It also prompted me to go back to our own case studies, developed for Roffey Park, to see just how often a sense of exclusion or inclusion shows up in them. Sure enough, the threat of being excluded, even when not mentioned explicitly, had clearly influenced people’s sense of trusting and being trusted.  For example, people spoke of trust collapsing in the context of: “not feeling recognised”; “feeling judged”; and “realising x talks about me behind my back”. More positively, a sense of inclusion seemed apparent when people said things like: “y respected my opinion”; “z would back me up in front of others”; and “transparency builds trust”.

What strikes me now is that, even if a person does not mention a particular word (such as “belonging” or “exclusion”), the phenomenon may be very present in the stories they tell. In terms of research methods, this makes me wonder about “thematic analysis” of interview transcripts. Presumably such analysis has to be strictly confined to the words actually used by interviewees. So could it be that this means there is a risk of missing something important that interviewees are pointing to but not spelling out?

I find it entirely understandable that we might lose trust in anyone who talks behind our backs, refuses to recognise us as human beings or otherwise prevents us from taking part in something that matters to us.

A propos all this, John Shotter pointed me to a paper he published some years ago called “Becoming someone: identity and belonging”. In it he wrote (among other things) that, to be able to play a proper part in society (or in an organisation or a group), “one must feel able to speak without having to struggle to have one’s voice heard”.

“Having a voice” seems to be essential if trust is to develop and survive.

Alison Donaldson

Norbert Elias. The established and the outsiders. Sage Publications, 1994.

John Shotter. Becoming someone: identity and belonging. In N. Coupland and J. Nussbaum (Eds.) Discourse and Lifespan Development. Sage, 1993, pp.5-27.


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