Abstract

Emotion is the key concept to determine the competitiveness of the organization. Therefore, emotion has been considered as a core capital of organizational properties. This study consists of two parts. First, based on the review of recent research, we concluded the trust as a core of emotional capital in the organization. We analyzed how the leaders and members of the organization manage to the matter of trust and distrust. It suggested that 5 kinds of behavior as follows improve the trustfulness in the organization. 1) behavioral consistency, 2) behavioral integrity, 3) demonstration behavior of concern, 4) effective communication behavior, and 5) sharing of power and delegation of control behavior. Next, we collected the data from 2,543 employees about the incidence of 6 kinds of behaviors mentioned above. We found that 6 kinds of behavior types induced the feeling of trust and distrust in the workplace of Korea. And we collected and reported detailed lists of leader's verbal behaviors that induced the feeling of betrayal and insult from the employees. In the end, we suggested three methods for improving trust in the organization; 1) to treat employees as an internal customer, 2) to overcome the feeling of betrayal in the workplace, and 3) to shape the feeling of trust within organization.