The Science of Trust, Identity, and Tension | Claude Steele

What happens when we enter a conversation with someone we assume is different from us? According to social psychologist Claude Steele, the tension and nerves we feel may have less to do with prejudice than you might think. In his new book, Churn, Claude explores how threats to our identity can impact our performance and relationships, and why empathy is key to reducing churn and fostering trust.

Threats to our identity can impact everything from doctor-patient relationships to parent-teacher conferences. This is particularly true in the context of interracial divides, but the tension we feel isn’t always about prejudice. More often, it comes from a mutual fear of being misjudged. With Claude’s guidance, we talk about why context matters, why our attitudes can follow our behavior, and how the idea of “colorblindness” can actually make it harder to understand someone else’s experience.

So what can be done? Claude argues that above all us, empathy, listening and understanding are imperative if we want to reduce churn, mend bridges, and foster trust across divides. It’s a surprisingly hopeful idea: instead of focusing on eliminating prejudice, we put our energy into showing up, listening, and empathizing with those around us so we can better respond to their needs. It’s an idea we can take out of theory and put into practice in our work, relationships, and daily lives to help make the world a better place.

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