Importance of Trust in Employee Experience Initiatives

I had initially decided I wasn’t going to post about Amazon’s RTO mandate because there was already so much noise, but the more I hear of current employee reactions and experiences, the more I am compelled to add my thoughts to the conversation.   Because I don't believe that the backlash from employees about Amazon’s RTO mandate is about remote work.   Instead, it's about a profound breach of trust they are feeling, shaking the foundation of #employeeengagement and #employeeexperience at Amazon.   Where and how did the trust get broken? A few examples I have been hearing from current employees…   💔 Employees who were hired in the last few years during a time of heavy remote work, hired under the guise that their roles would always be remote, feel that the trust has been broken because this is not the expectations they agreed to.   💔 Employees who first heard about the RTO from the news instead of their own leadership feel like they can no longer trust their leaders for open communication and transparency.   💔 Employees who have altered their lives as a result of remote work now have to upend them (again), making them feel unheard and uncared for, another breach of trust.   Trust is the cornerstone of any successful organizational culture. Trust is what drives innovation and collaboration, organizational commitment, and high performance.   It takes time to build but can be broken in an instant.    And when trust is broken, it reverberates through every aspect of the employee experience, making people doubt your decisions and motives, making them anxious for the next change, making them wonder if they belong.    They become suspicious. And suspicious people aren't engaged or productive.   That's what we are seeing with these Amazon employees. It's not about WHERE they work, it's about how they feel they have been treated and the mistrust they now feel.   As Amazon moves forward, it will be interesting to see if and how they prioritize rebuilding this trust by fostering open communication, honoring commitments, and demonstrating genuine care for employee well-being. #iamtalentcentric

Trust is built in drops and lost in buckets, and we’re running out of buckets. If you're leading teams through #AI adoption, navigating #hybrid work, or just steering through the tempest that is 2025, there's a crucial factor that could make or break your success: #trust. And right now, it's in free fall. Edelman's Trust Barometer showed an "unprecedented decline in employer trust" -- the first time in their 25 years tracking that trust in business fell. It's no surprise: midnight #layoff emails, "do more with less," #RTO mandates, and fears of #GenAI displacement given CEO focus on efficiency are all factors. The loss of #trust will impact performance. The Institute for Corporate Productivity (i4cp) research shows high performing organizations have 10-11X higher trust between employees and leaders. Trust impacts #engagement, #innovation and #technology adoption, especially AI. My latest newsletter gets beyond the research and into what leaders can do today to start rebuilding trust You can't command-and-control your way through a complete overhaul of how we work... Trust is a two-way street. Leaders need to go first, but we also have to rebuild the gives-and-takes of employer/employee relationships. Three starting points: 1️⃣ Clear Goals, Real Accountability. Stop monitoring attendance and start measuring outcomes. Give teams clear goals and autonomy in how they achieve them. 2️⃣ Transparency with Guardrails. Break down information silos. Share context behind decisions openly - even difficult ones. Establish guardrails for meaningful conversations internally (instead of rock-throwing externally). 3️⃣ Show Vulnerability. Saying "I don't know" isn't weakness–it's an invitation for others to contribute. The word “vulnerability” seems anathema to too many public figures at the moment, who instead are ready to lock themselves in the Octagon with their opponents. But what’s tougher for them: taking a swing at someone, or admitting to their own limitations? This isn't just about CEOs. Great leaders show up at all levels of the org chart, creating "trust bubbles:" pockets of high performance inside even the most challenging environments. If you're one of those folks, thank you for what you do! 👉 Link to the newsletter in comments; please read (it's free) and let me know what you think! #FutureOfWork #Leadership #Management #Culture

Unpopular Opinion: It doesn't matter how many days a week you bring people back to the office if your organization lacks employee trust. I recently had a conversation with a young professional who believed that they couldn't speak up within their organization because, at one point, they were told by their manager that they didn't have enough experience to have an opinion. This type of behavior damages the individual's personal career growth, including their ability to develop the skills and experience if they don't feel like they can question their own assumptions and the assumptions of others. It also damages the overall organization's ability to succeed since it prevents people from bringing their best ideas forward and working together collaboratively and productively. Yet, in all the conversations around RTO from leaders, so much is centered around a need for more productivity and innovation. Trust is the glue that holds teams together, empowers individuals, and creates an environment where employees feel valued and supported. When employees trust their employers and colleagues, they are more likely to be engaged in their work, perform at their best, and take risks that lead to innovation. Numerous studies have highlighted the significant impact of trust on organizational success. According to a study conducted by the Harvard Business Review, companies with high levels of trust experience 74% less stress, 106% more energy at work, 50% higher productivity levels, and 76% higher engagement rates compared to low-trust organizations. So how can employers cultivate trust in the workplace? It's not by getting people to show up to the office more. Here are a few key strategies: 1️⃣ Lead by example: Trust starts at the top. Employers must demonstrate trustworthiness through their actions and decisions. When leaders consistently act with integrity, transparency, and fairness, it sets the tone for a culture of trust throughout the organization. 2️⃣ Foster open communication: Encourage open dialogue and active listening within teams. When employees feel heard and valued, they are likelier to trust their colleagues and share ideas freely. Regular team meetings, feedback sessions, and opportunities for collaboration can all contribute to building trust. 3️⃣ Provide autonomy and empowerment: Trust goes hand in hand with giving employees the autonomy to make decisions and take ownership of their work. When individuals feel trusted and empowered, they are more likely to go above and beyond, take calculated risks, and develop innovative solutions. 4️⃣ Recognize and reward trust: Acknowledge and appreciate trustworthy behavior. Recognize employees who consistently demonstrate trustworthiness and create a culture where trust is celebrated. This can be done through public recognition, rewards, or small gestures like a simple thank you. #management #leadership #returntooffice #employeeexperience #employeeengagment #trust

Investments in employee experience (regardless of how much), often don't lead to higher employee engagement. #hardtruth Research shows that almost 70% of employees don't feel connected and committed to their job and team, despite increases in employee engagement efforts and investments by their executive teams. The reason? A solid foundation of trust and effective communication aren't in place before more "innovative" or tactical employee experience initiatives are launched. A Friday happy hour ritual has the opposite of its intended effect if I don't like or trust my colleagues. A mentorship program misses the mark if the organization's mentors aren't perceived as top performing AND highly relational people. Even an additional mental health benefit may feel like posturing or manipulative if I don't trust my leaders to genuinely care about my well being. Before higher level initiatives are continued or expanded, great leaders should be able to answer the following questions with certainty: - How much do your employees trust your organization and its decision makers? - Are your current methods of communication consistently engaging employees and propelling them toward desired outcomes? Why or why not? - Is there a gap between your current communication strategies and what's necessary to achieve organizational goals today and in the future? If so, what are you doing about it? Many great leaders KNOW that investing in their employees' engagement is crucial for success (yay!). But most don't understand how to do it well, and where they even stand today. If that sounds like you, no shame or judgement here. But let's connect over a virtual coffee soon! #employeeengagement #communication #trust #doitright

The manager who checks in once a week gets better results than the one who checks in three times a day. Not because they care less. Because they signal trust. Trusted employees don't just complete tasks. They spot problems before they escalate. They suggest improvements without being asked. They take calculated risks that drive innovation. The controlled ones? They wait for permission. They document everything to avoid blame. They stop thinking beyond their immediate assignment. I’ve seen teams transform when leadership shifted from monitoring activity to trusting capability. Trust doesn’t reduce accountability. It increases ownership. And ownership is where real performance begins. _________ If you feel undervalued, it may not be your talent; it may be your positioning. Join our free webinar and learn how to align your experience for higher-impact, higher-earning roles in Cybersecurity and AI. Register here ⬇️ https://lnkd.in/gmQkpdjt

Trust in the workplace is often visible in small moments, not big speeches. When a manager approves leave without asking for personal explanations, it sends a powerful message. It says that performance is trusted, boundaries are respected, and personal life is not treated as something that needs justification. In healthy cultures, people are not required to defend their need for rest, family time, or personal space. Leaders understand that responsible professionals do not misuse flexibility, they protect it by delivering consistently. I have noticed that teams which are trusted tend to be more accountable. When people are not constantly questioned, they take ownership more seriously and plan their work with greater responsibility. This kind of environment reduces burnout, improves morale, and builds long term commitment, not because policies are generous, but because intentions are respectful. As Stephen R. Covey said, “Trust is the glue of life. It is the most essential ingredient in effective relationships.” In workplaces, that trust often begins with simple human decisions. Good culture does not mean absence of discipline. It means presence of mutual respect. 👉 When someone from your team asks for leave, is your first response suspicion or support? Because how leaders respond to small requests often defines how safe people feel in bigger conversations. #FutureOfWork #careergrowth #leadership #job

A customer's complaint got solved in 10 minutes. An employee's emergency sat in an HR queue for 6 days👇 We go to great lengths to serve customers well. Messages get answered right away. Problems are solved before they escalate. We make people feel valued. We invest in relationships that last. But when it comes to employees, the experience often feels different. Responses are delayed or automated. Issues only get attention once they hit a breaking point. Interactions are processed like transactions. And policies become walls instead of bridges. Here’s what doesn’t get said enough: Your employees are clients too. They’re not just headcount, resources, or FTEs. They’re people who chose to give your company their time, energy, and trust. And how you treat them shapes everything that comes after. Your core values? They’re not slogans on a wall. They show up in how you write policies. How leaders communicate. How people are treated when things get hard. Hospitality isn’t a customer-only mindset. It has to go both ways. You can’t ask employees to be generous, kind, and engaged if they don’t experience those things themselves. Culture is a mirror. Trust isn’t something you earn once. It’s built in the daily moments,when someone needs support, has a question, or is going through something personal. Showing up matters. And just like with customers, first impressions count. Onboarding isn’t paperwork, it’s the beginning of a relationship. How you welcome people sets the tone for everything else. Here’s the real truth: Employees aren’t just your brand ambassadors. They are your brand. Every customer interaction flows through their energy, their engagement, and their belief in what they’re building. So if you want better customer reviews, stronger teams, or a more resilient culture, start by treating your employees like your most important clients.

Trust is the secret ingredient for a thriving team. It pays you back more than you'd think. In my previous leadership team, we had a split where some members thought new hires should only get access to all of the benefits after they had passed probation - which included a four-day workweek. I didn't. I think you get more from people when you start from a place of trust. Elevate your team's performance by empowering them. Here’s how trust impacts performance: 1. Higher Productivity: ↳ Trusted teams are 50% more productive (HBR). ↳ Employees spend more time working and less time seeking approval. 2. Increased Engagement: ↳ 70% of employees are more engaged when they feel trusted (Gallup). ↳ Engaged employees bring more energy and passion to their work. 3. Lower Turnover: ↳ Trust reduces turnover by 40% (Edelman). ↳ Employees stay longer in environments where they feel valued. 4. Better Problem-Solving: ↳ Teams that trust each other collaborate more effectively. ↳ Trust encourages open communication and quicker resolution of issues. To build this trust, leaders should: - Listen. - Create transparency. - Set clear expectations. - Confront and face reality. - Provide the right level of autonomy. - Recognise and reward achievements. Trust your team and watch them exceed your expectations. 🟩 🟩 🟩 🟩 🟩 🟩 🟩 🟩 Find this useful? Repost this & follow Tom Head for more content that's worth your time. ⬇️

Great employee experience starts with operational integrity; and leadership accountability There’s a lot of energy right now around building better employee experiences, and I think that’s a good thing. Attracting and retaining talent is a core value driver, not some abstract concept. But before we talk culture, engagement or purpose, we need to address the fundamentals:  ✅ Are people safe, physically and psychologically?  ✅ Are they paid accurately, on time, every time? If not, nothing else matters. You can’t build trust, performance or reputation while underpayments or unmanaged risk are sitting beneath the surface. These aren’t just compliance issues. They reflect the lived culture of your organisation. As ADP notes in Workforce Trends and Insights: Issue 29, employee experience is shaped by every interaction across the lifecycle. But trust is built (or broken) in the operational details. Our latest compliance report at Yellow Canary found many employers remain confident despite known payroll risks. That disconnect creates real exposure: reputational, regulatory, and cultural. This is where employee experience intersects with governance and enterprise risk. Boards and executive teams need to consider: ◦ Are our processes and systems building trust or quietly undermining it? ◦ If we’re serious about culture, we have to put the people, process, and platforms in place to shape it.