7.1.4—Control, authority and trust

Authority is the legitimate power to make decisions; control is the ability to monitor and influence outcomes. Trust allows people to act without constant supervision when expectations and evidence are clear.

More control can reduce risk but slow decisions and weaken ownership. Less control can speed action but requires capability, feedback and consequences.

A branch manager may set service standards, receive regular data and choose local tactics; the centre controls outcomes without dictating every interaction.

Trust is not the absence of accountability, and surveillance is not the same as effective control.