The importance of trust at work

We touched on the topic of trust at work in our TLDR Series: People + Culture Trends of 2024. However we felt so strongly about the importance of this, we decided to go a little deeper! 

When you think about the best leader you’ve had, what words come to mind? Here’s some stand-out qualities:

• supportive

• informative

• reliable

• honest

• decent. 

If you’ve had a great leader, it’s safe to assume you had a great relationship, based on mutual respect and trust.  

So, why is this important? 

The world of work is more complex than ever. There’s been a shift in our ways of working and we’re adapting to rapid technological, industrial and cultural change. It’s unrealistic to expect leaders to have all the answers. Instead, leaders should focus on what they can control. That is how they lead, to ensure they create the conditions to be able to tackle these challenges head on. And, the research says that one of the key elements to foster, is trust.  

Research has shown employees in high-trust organisations are more productive, have more energy, collaborate better with their colleagues, and stay with their employers longer than people working at low-trust companies. They also suffer less chronic stress and are happier with their lives, and these factors fuel stronger performance (HBR, Feb 2017).  

Anecdotally, this shows up as employees doing that bit extra, giving you the benefit of the doubt, being willing to embrace a new idea or challenge more readily and role modelling the values of an organisation. 

In contrast, when there is a lack of trust, there is poor communication, micromanagement, a lack of feedback and innovation. The result for a business is low satisfaction, high turnover which impacts the bottom line (HBR, Feb 2017).  

In fact, in his book, The 5 Dysfunctions of a team, Patrick Lencioni, states the absence of trust is the first obstacle teams need to overcome to be a highly effective team.  

Consider any healthy relationship in your life and reflect on why it is healthy. Strong relationships tend to have traits such as open communication, shared values, similar interests and mutual respect. But what sits at the basis of all great relationships is trust.  

We think of trust as precious, yet it's the basis for almost everything we do as civilised people. It’s why we pledge our lives to another in marriage, vote for a politician who represents our values and exchange money for goods and services. It’s also one of the most critical levers leaders can use to drive engagement.

When we think about engagement, gone are the days of gimmicks and frivolous benefits.  Employees are seeking more from their work. According to a 2024 Gallup survey, employees' needs are shifting post COVID and a relationship reset is required where trust is paramount.  

But the good news is, when leaders communicate clearly, lead and support change, and inspire confidence in the future, 95% of employees say they fully trust their leaders.

As a leader how do you create trust in an authentic way? 

So, the case for trust is clear. But how do you actually build trust? Building and maintaining trust needs to be a constant priority for leaders. It isn’t a quick fix (like thinking a table tennis table will fix job satisfaction). Building trust is akin to building great relationships - it takes time, energy, focus and a genuine interest in the other person. It’s celebrating key milestones and successes, supporting them when they hit a rough patch and keeping the lines of communication open.  

Leaders set the tone for the behaviours of an organisation, where they create an environment of safety and risk taking. 

At Nine Yards, we know simple solutions stick. -

Three things a leader can focus on to build trust:

1. Be transparent 
   In a world of uncertainty, being transparent and open is key to building trust. At some point, we’ve all been blindsided by news, making us feel uneasy and uncertain. While you can’t (and shouldn’t) share every detail with your employees, sharing information widely and when available is critical. Also, being open about decision making and giving feedback (both positive and constructive) regularly helps minimise surprises.  
   
   Nine Yards tip - have regular 1:1s! It’s a simple way to ensure time is carved out for sharing updates and feedback.  

2. Be authentic 
   Brene Brown put the word vulnerability in the vernacular when her Ted Talk went viral in 2010. She spoke about the power and benefits of vulnerability in the workplace. Vulnerability goes hand in hand with self awareness and both of these traits show that you’re approachable and willing to learn as a leader. Embrace the ups and downs learnings, and show your team opportunities for growth.  
   
   Nine Yards tip - find ways to share learnings of what’s worked for you and what hasn’t. This showsyou aren’t perfect and reinforces a culture of risk taking, learning and growth.  

3. Be reliable 
   Having a leader who does what they say and follows through is a simple yet critical aspect of trust. It can be simple things like following up after a meeting, being on time, and committing to actions.. Fairness and equality, and focusing on your employees’ growth and development  also shows they can count on you to have their best interests at heart. As Culture Amp found in their research, the number one reason employees leave and join organisations is for development opportunities.  
   
   Nine Yards tip - make sure there’s time dedicated to ask your team members about their development goals and aspirations. Never underestimate the value of these simple conversations.  

Trust is an important factor for leaders to consider when thinking about the environment you want to create for your employees.  

If you need support, the team at Nine Yards can help think about what moments in your work life you can optimise to build better relationships and therefore, trust.