What Decreases Trust?

Take Your Best Guess

Imagine that you are the public health spokesperson for a chemical spill in your city. Which of the following statements would decrease the public’s trust in you and your department?

A. “The situation is evolving and we do not yet have all of the information available.”

B. “What we can confirm is that there was a chemical spill outside of X industries. Area hazmat teams are working to conclusively identify the chemical.”

C. “We have no comment at this time.”

Public health workers responding to a hazardous spill

The best answer is C.

Saying “No comment,” may look like you are unwilling to share information. Other factors that can damage trust include:

Disagreements among experts
Lack of coordination among risk management organizations
Insensitivity by risk management authorities to the need for effective listening, dialogue, and public participation
Unwillingness to acknowledge risks or share information in a timely manner
Insensitivity to the cultural and access needs of all communities