Why Leadership Trust Is Critical in Times of Change and Disruption

The very fabric of organizations can be tested in times of organizational change. Uncharted waters can make for a turbulent path, in which uncertainty leaves a deep mark on people and teams alike. It’s during these periods that the true essence of leadership is revealed, acting as the glue that holds everything together. Organizations quickly realize, however, that it’s not enough to have just a title. Effective leadership requires trust. In this article, we’ll explore why developing it within your organization should be the foundational step in any crisis management process, as well as a few tips on how to build trust in the workplace. 

How an Organization’s Leaders Lay the Foundation for Trust

When we talk about how to improve trust in the workplace, the discussions about employee distrust often focus on upper management. If we ask employees at all levels about their managers, however, they are very likely to express the same feelings. The truth is that while company culture plays a big part, the relationship between employees and their direct managers significantly influences overall organizational trust. Organizations inadvertently shape their leaders, providing them with tools and cultural cues. In turn, frontline managers serve as organizational ambassadors, directly impacting employees' perceptions and trust.

This reflection outlines the first step toward improvement: Building trust in the workplace should start with empowering our leaders to do better in establishing a trustworthy leadership style and true rapport with their teams.

Why Trust Is Important and Its Role in Navigating Change

Why is trust important to be a leader? When a team fully trusts their leadership, they are more likely to believe their manager has the team’s best interests at hand and is capable, smart and committed to reaching the team’s goals. They might feel more cared for and confident about the future. In contrast, teams that don’t trust their leaders can function at an operational level, but when uncertainty seeps in, are more prone to seeing a productivity drop, especially if conflict spreads and more turnover results. 

Change Is Embraced, Not Feared

When employees trust their leaders, they are also more likely to be receptive to new ideas and hopefully, more willing to take risks and be open to feedback to go in new directions. A team culture imbued with trust allows individuals to share their unique perspectives without fear of retribution. This in turn creates more diverse, valuable input that might be needed to navigate crises successfully.

Productivity Increases

A leader who is trustworthy should communicate transparently what is happening with the organization. This transparency would hopefully be rewarded and reciprocated from the team to work harder to achieve a successful outcome. They may feel more appreciated that their unique contributions are needed, which might in turn, make them quicker to accept the responsibility. Furthermore, trust can enable teams to work with more cohesion in a rapidly changing environment, forging the path to open communication, shared decision-making and a collective sense of purpose.

Teams Persevere Through Adversity

When teams trust their leaders, they tend to have higher levels of engagement. As James Kouzes and Barry Posner explain in their book “The Leadership Challenge,” employees who feel trusted and respected by their leaders are more committed to organizational goals and motivated to contribute positively, even in challenging times. An organization that is committed to leadership effectiveness understands this fundamental truth: People follow people. When employees believe their manager, they are more likely to renew their efforts in the face of obstacles and contribute wholeheartedly. Trust in leadership should therefore not be an afterthought, but a strategic imperative in an organization navigating the complexities of a disruptive environment. 

The Erosion of Trust in Modern Workplaces

Despite employers’ best efforts, it’s no secret that we’re facing an epidemic regarding a lack of trust in the workplace. According to Gallup, in 2024 only 23% of U.S. employees strongly agree that they trust the leadership of their organizations. While one can be very quick to point out generational changes, the truth is that the modern workplace has evolved substantially in the last few decades. Increased competition, rapid technological change and frequent economic instability have left employees rattled and uncertain about the future. More importantly, in a world that has become increasingly fast paced, change is now the only constant. Employees facing transformation after transformation marked by lack of transparency and poor communication are likely to feel overwhelmed and lose trust in the organization.

When new leaders become leaders due to the competency they displayed at their former jobs, sometimes less thought is given to the soft skills necessary to manage a team and establish trust. This can lead to poorly managed transitions, insufficient communication and overwhelmed managers.

The good news is that every organization can start taking steps toward developing trust in the workplace, no matter how change was handled in the past. 

Building Trust in the Workplace During Turbulent Times

Let us start by acknowledging that building trust as a leader is not easy and takes time. Building trust requires sustained effort and consistency over many years, but the rewards are profound. Here are some steps a manager can take when seeking to build a foundation of trust:

Be Authentic

The foundation of trust obviously involves being truthful, but it might not be so obvious that you need to be truthful about yourself as well. Your team wants to know who you really are—your interests, hobbies, likes and dislikes. When the team gets to know you, they can predict your ethics and course of action in any given situation, making it easier for them to trust you.

Be Transparent

To build trust, communicate openly and honestly about organizational developments, both positive and negative. Share information candidly, avoid overpromising and outline plans to address challenges right away.

Build Relationships

Trust can be established with a team, but first, you will need to fight for that trust individually. Invest time in one-on-one interactions with each of your team members. Understand individual concerns, strengths, weaknesses and aspirations while showing everyone that you are committed to their development.

Communicate Clearly and Frequently

Trust and communication go hand in hand. Make sure your one-on-ones are held regularly, while giving your employees a clear understanding of the impact of their roles on the organization's vision. Cultivate an open-door policy, doing your best so the team feels they can reach out to you proactively.

Be Accountable

The best way you can build trust is owning your mistakes. Demonstrating vulnerability, far from uncovering your inadequacies as a leader, builds credibility. Leaders who are honest about their limitations and who exhibit a willingness to learn and grow inspire trust in their ability to overcome any challenge.

Address Unresolved Conflict

Conflict can be a big contributor to a lack of trust in the workplace, triggering anxiety, undermining employee psychological safety and consequently, hampering collaboration. Many first-time leaders commit the mistake of letting conflict within their teams linger, postponing direct intervention and hoping the parties resolve it themselves. This should be avoided because an early and direct intervention is recommended to avoid escalation and because employees expect leaders to support them and find solutions for conflict.

Lead the Way

Finally, when it comes to managing change, enthusiastically embracing it and inspiring the team to follow suit is essential. Articulating the vision, explaining the rationale and addressing questions effectively is the best way to galvanize support for organizational transformation. 

Seeking External Help to Mend Trust

As we’ve mentioned, building trust is not quick or easy. Companies going through organizational change may have a hard time empowering their managers to gain the necessary leadership skills and might struggle with persistent conflict arising from rapid change. Seeking external help in a moment of transformation might just be the most cost-effective solution in the long run, as productivity might take a hit and tensions might escalate into costly legal fights.

JAMS Pathways prides itself on its team of experienced facilitators and trainers helping organizations to enhance their leadership and managerial skills and navigate conflict. We invite you to visit our trainings page and explore the best option for your team. These trust-building training courses are designed to fit the specific needs of your teams, but they generally focus on improving active listening, open communication, trust-building skills and overall leadership effectiveness.

Alternatively, if your organization is experiencing recurring conflict involving multiple teams, a conflict resolution program is a great option to address the problem at its root. Consult our Solutions page to learn more and take a look at our page of case studies to see testimonials of companies that successfully averted a similar crisis.

Trust is the special ingredient that bonds teams during difficult times. When leadership and trust are interconnected, an organization becomes resilient, able to overcome any obstacle.

Conclusion

In a world characterized by constant flux, trust emerges as the cornerstone of organizational resilience. It is the compass that guides teams through stormy waters, the catalyst for innovation and the bedrock of sustained success. By prioritizing trust-building, organizations can not only weather crisis, but also harness the full potential of their workforce.