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Abstract

The present article aims to highlight the effects of trust on safety performance in high-reliability organizations (HROs) like nuclear power plants, chemical plants or hospital emergency departments. The author claims that not only beneficial but also detrimental effects have to be considered in the analysis of trust within these socio-technical systems. Potential safety outcomes of trusting behavior are discussed in the light of two types of interaction underlying task management in HROs: trust in human interactions vs. trust in human—system interaction. Trust is further specified according to the constraints and requirements that may interfere with the beneficial role of trusting behavior. In particular, three distinct types of trust beliefs moderating the effect of trust on safety performance are addressed: beliefs based on shared values and norms, institution-based beliefs, and beliefs based on system reliability. Finally, the author highlights organizational factors that emerge as crucial for the development and maintenance of safe work settings in which the beneficial aspects of trust are brought to bear.

Cet article vise à mettre en lumière les effets de la confiance sur les performances en termes de fiabilité dans les Organisations à Haute Fiabilité (OHF) comme les centrales nucléaires, les usines chimiques ou les services d'urgence des hôpitaux. L'auteur affirme que dans l'analyse de la confiance dans le cadre de ces systèmes socio-techniques, il convient de considérer non seulement les effets bénéfiques mais aussi négatifs de la confiance en termes de fiabilité. Les effets qui résultent potentiellement d'un comportement de confiance sont discutés dans le cadre de deux types d'interaction dans la gestion des tâches dans les organisations à haute fiabilité: l'interaction humaine vs l'interaction homme—machine. La confiance est ensuite rapportée aux contraintes et aux exigences susceptibles d'interférer avec les effets bénéfiques du comportement de confiance. En particulier, l'auteur s'interroge sur trois types de croyances qui modulent l'effet de la confiance sur les performances en termes de sécurité: les croyances basées sur des valeurs et des normes communes, les croyances basées sur l'institution et les croyances basées sur la fiabilité du système. Finalement, l'auteur met en lumière les facteurs organisationnels qui se révèlent essentiels pour le développement et le maintien d'environnements de travail sûrs dans lesquels les aspects bénéfiques de la confiance peuvent s'exprimer.

Keywords

High-reliability organizations Human interaction Institutions Redundancy System safety Trust

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Trust in high-reliability organizations

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