In today’s complex workplaces, building trust isn’t just a “nice to have.” It’s a strategic necessity. Research consistently shows that when trust thrives, so do collaboration, communication, decision-making, motivation, innovation, engagement, commitment, performance and employee satisfaction. Trustworthy leaders inspire loyalty and confidence. They create psychological safety that allows people to take smart risks, speak up with new ideas and embrace change.
On the other hand, missteps by a single or a few leaders may erode trust in entire institutions, as demonstrated by the Cummings Effect in the UK during the COVID-19 outbreak. Trust is deeply context-dependent, shaped by experience, culture and communication, rather than “one-size-fits-all.” Overlooking trust influencers and nuances risks not only low trust levels, but also misalignment between employees, leaders, vendors and customers, leading to friction, frustration and additional adverse consequences.
Communication
Frontline employees’ trust in leadership is closely tied to how they perceive organizational communication. Research shows that Transparent and inclusive communication affects trust, and through it (and other factors) performance and satisfaction. Similarly, when managers actively listen and engage with employees through internal digital platforms, demonstrate they understand and address employee concerns promptly, trust improves. Consistent, transparent and empathetic messaging builds trust, which helps leaders earn buy-in and supports their sense-giving efforts.
