Trust and control: a subtle interaction between two intimately-linked concepts

The trust that the manager places in frontline staff leaves room for the latter to demonstrate his or her professionalism. Above all, it reflects a management style that is focused on human relations.

But what is the role of control? We often hear people say that trust does not preclude control. In practice, this is, indeed, a winning combination. However, the manager must be careful not to be too trusting or unrealistic, or teams may be required to take on an unwanted degree of responsibility, leading to undesirable outcomes.

In his Thoughts on Safety Culture, Nicolas Toledo emphasizes that managers who know how to balance these two notions are a real asset to the organization. A manager who trusts his or her team encourages commitment and stimulates initiatives; at the same time, a certain degree of control is necessary to ensure stability.