At a time when trust in government is under pressure, the benefits affair painfully demonstrates what happens when citizens do not feel heard or treated fairly. Professor Kees van den Bos has been researching for 30 years how people can recover from such drastic experiences and how the government can regain trust. In this new column, "Ready for Crisis," he shares the story of Sita, one of the affected parents, and shows how real listening, honesty and moral leadership can make a difference. Because a government that trusts citizens ultimately gets that trust back.
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