5 Ways Leaders Build Trust During Change

Effective leaders build trust during change through open communication, empathy, team involvement, and consistent follow-through.

Trust is the cornerstone of leadership during change. Without trust, even the best plans can fail. With it, teams adapt, thrive, and navigate uncertainty effectively. Here’s a quick summary of how leaders can build trust during change:

Share Information Openly: Keep communication transparent and consistent. Explain the "why", address uncertainties, and provide regular updates.
Show Genuine Presence: Be empathetic, listen actively, and acknowledge the human side of change.
Include Teams in Decisions: Involve employees in decision-making to boost engagement and shared ownership.
Address Challenges Honestly: Talk openly about setbacks, focus on solutions, and foster resilience.
Follow Through on Promises: Honour commitments and maintain reliability, even during uncertainty.

Key Stats to Remember:

High-trust workplaces see 50% higher productivity and 74% lower stress.
Employees in these environments are 76% more engaged and take 13% fewer sick days.

Trust isn’t built overnight. It’s a continuous effort that requires open communication, empathy, and consistency. By embedding these practices, leaders can navigate change with clarity and confidence.

Building Trust During Organizational Change | TCM

TCM

Periods of change often leave people craving clarity - what’s happening, why it’s happening, and how it will impact them. Leaders who prioritise openness in their communication can cultivate trust, even when uncertainty looms.

Research highlights the value of effective communication. Companies with strong communication strategies are 3.5 times more likely to outperform their competitors. Additionally, organisations that prioritise transparency report a 17% boost in productivity and a 21% rise in profitability. On the flip side, 70% of organisational changes fail due to poor communication and lack of employee support.

What Should Leaders Communicate?

Transparency during transitions means addressing several key areas. Leaders should:

Explain the reasoning and vision behind the change.
Provide a clear plan, outlining leadership roles and available support.
Show commitment by ensuring necessary resources are in place.
Address how the change will affect individuals personally.
Clarify what is known, what remains uncertain, and the steps being taken to fill those gaps.

While openness is essential, it’s equally important to safeguard sensitive information. Striking this balance ensures employees feel informed without compromising organisational security.

Balancing Transparency with Confidentiality

Not all details can or should be shared immediately. Leaders need to communicate these limitations clearly. Andrew McBarnett advises:

"Tell your team what's happening and why, but explain clearly why some details must stay secret for now. This way, everyone feels respected and part of the team, even during difficult times."

A layered communication strategy works well here. Share information selectively, tailoring the level of detail to different groups within the organisation. This approach ensures openness while maintaining confidentiality and protecting the organisation’s interests.

Keeping Communication Consistent

Transparency isn’t a one-off event - it requires ongoing effort. Regular updates help prevent rumours and reassure employees that leadership is engaged and attentive. Two-way communication channels, like forums, Q&A sessions, and feedback opportunities, further enhance trust by giving employees a platform to voice concerns and ask questions.

Jodi Macpherson of Mercer Inc. underscores this:

"Communications is fundamental to building trust. It contributes to the creation of an environment of trust around leaders that enables them to lead effectively, engage employees and ultimately deliver results."

2. Show Genuine Leadership Presence

Building trust during times of change goes beyond open communication - it requires leaders to show real empathy and acknowledge the human side of transitions. Trust deepens when leaders genuinely connect with their teams and understand the personal impact of organisational shifts.

Research highlights this connection: 87% of employees say empathy improves morale and sparks innovation, yet nearly 40% of CEOs underestimate its importance.

The Authenticity Challenge

Employees are quick to spot when empathy feels forced. In fact, 52% of US workers believe their company's attempts to show empathy lack sincerity. This creates a key question for leaders - how can they demonstrate genuine care without it coming across as performative?

The answer lies in being open and honest. Leaders who share their own experiences with change, admit when they're uncertain, and acknowledge the challenges of transitions foster psychological safety. When employees see their leaders navigating similar uncertainties, trust can grow naturally.

Practical Ways to Show Genuine Presence

Being an authentic leader starts with truly listening. This means giving undivided attention, picking up on non-verbal cues, and asking thoughtful, open-ended questions such as, "How are you managing this transition?" These conversations can open the door to meaningful dialogue.

Empathy also needs to translate into action. For example, if an employee feels overwhelmed by an increased workload during a restructure, leaders can offer practical support - whether that's providing extra resources, introducing flexible working options, or helping to prioritise tasks.

Balancing Goals with Well-being

Strong leaders know how to balance achieving organisational objectives with supporting their teams' well-being. This approach not only reduces staff turnover and increases engagement but also maintains productivity.

3. Include Teams in Decision-Making Processes

Bringing teams into the decision-making process builds the trust essential for managing change. On the flip side, leaving them out can severely undermine that trust. Research highlights the impact of inclusion: organisations with empowered employees achieve 26% higher revenue per employee, and such teams are 3.5 times more likely to develop new ideas. Beyond improving morale, this approach delivers measurable business gains.

The Cost of Exclusion

The price of poor decision-making is staggering - organisations lose approximately £200 million annually due to inefficiencies. A McKinsey study paints a concerning picture: only 20% of employees believe their organisations are effective at making decisions. When employees feel excluded, disengagement often follows, and that disengagement comes at a hefty cost - between £360 billion and £440 billion per year.

In contrast, empowering employees can lead to a 36% increase in shared ownership and cut turnover rates by half.

Creating Involvement

True collaboration starts with involving the people tasked with implementing decisions from the very beginning. Harvard Business School Professor Len Schlesinger captures this sentiment perfectly:

"Getting to the 'right answer' without anybody supporting it or having to execute it is just a recipe for failure".

Effective involvement doesn’t mean every decision becomes a drawn-out group debate. Instead, it’s about being transparent and intentional. Start by setting clear goals and working with the team to explore solutions. Transparency in the decision-making process, paired with meaningful opportunities for input, ensures that expertise is applied where it matters most.

Robert Bullock, a business consulting expert, describes employee involvement as:

"The direct participation of staff to help an organisation fulfil its mission and meet its objectives by applying their own ideas, expertise, and efforts towards solving problems and making decisions".

Practical Methods for Team Engagement

Leaders who succeed in involving their teams often rely on structured approaches that balance input with efficiency. Here are some practical ways to engage teams:

Use a single tool for idea collection: Streamline the process by centralising input, whether through collaborative workshops or digital platforms. These methods allow employees to contribute without overwhelming the process.
Encourage independent problem-solving: Empower teams to take ownership by presenting challenges and inviting them to develop solutions together. For example, during organisational changes, leaders might outline the problem and let teams propose the best ways forward.
Be transparent about the decision process: Employees are far more likely to stay engaged when they feel their feedback is valued. In fact, 90% of workers are more likely to remain with a company that listens to and acts on their input.

When employees see their contributions shaping decisions, it strengthens trust and ensures outcomes are informed by diverse perspectives. This shared ownership not only enhances the quality of decisions but also creates a more engaged and committed workforce.

4. Address Challenges and Setbacks Openly

When things don’t go as planned, it’s tempting to downplay challenges to maintain calm. However, being upfront about difficulties can actually strengthen trust and credibility. Transparency in tough times not only reassures your team but also reinforces the values of honesty and collaboration.

The Power of Honest Communication

Acknowledging setbacks openly shows humility and accountability - qualities that resonate deeply, especially during uncertain times. When leaders admit mistakes and share what they’ve learned, they create a culture of resilience and growth. This approach signals a focus on the organisation’s success rather than individual pride.

The way challenges are communicated is crucial. A leader who remains calm and composed while addressing difficulties sets the tone for the team. By modelling this behaviour, you help your team maintain their composure, preventing unnecessary panic. Open and honest communication also paves the way for actionable solutions, shifting the focus from blame to collective progress.

Discussing setbacks directly reinforces the transparency and inclusiveness that are essential for building trust.

Practical Steps for Addressing Setbacks

• Focus on solutions, not blame: When challenges arise, address them promptly. Keep your team informed about what’s happening and what steps are being taken to resolve the issue.

• Reframe the conversation: Instead of asking, "Who’s responsible for this?", ask, "How can we improve next time?" This shift encourages constructive dialogue and problem-solving.

• Support your team: Ask questions like, "What obstacles did you face?" or "How can I help you overcome this?" These conversations show that you’re invested in their success and create a safe space for raising concerns early.

Building Solidarity Through Shared Challenges

Sharing the organisation’s challenges openly can strengthen team bonds. When leadership acknowledges difficulties, it shows they’re in it together with the team, fostering a sense of solidarity. Highlighting the positive impact of the team’s work helps everyone stay focused on the larger mission, making temporary setbacks feel less overwhelming.

Each challenge offers a chance to learn and improve, contributing to the organisation’s ongoing growth. Addressing setbacks openly isn’t about creating alarm - it’s about building a culture where problems are tackled together. When people feel informed and included, they’re more likely to stay engaged and committed to finding solutions as a team. This collective mindset naturally supports consistent follow-through, a cornerstone of dependable leadership.

5. Follow Through on Promises Consistently

Broken promises can quickly undermine trust within any organisation. Leaders who consistently honour their commitments lay the groundwork for dependability, creating a sense of stability that their teams can rely on. This consistency is the hallmark of credible leadership.

However, during periods of organisational change, fulfilling promises often becomes more challenging. Shifting market conditions, evolving priorities, and unforeseen obstacles can complicate even the best-laid plans. Yet, it’s in these moments of uncertainty that keeping promises becomes most crucial. Teams navigating such challenges need the reassurance that leadership remains steadfast and reliable.

Building Leadership on a Foundation of Trust

Reliability begins with clarity. Clearly defining commitments helps avoid misunderstandings and sets realistic expectations. Equally vital is accountability. When plans falter - as they often do during times of change - acknowledging setbacks openly can strengthen trust. Leaders who take responsibility for missteps demonstrate integrity, setting a powerful example for their teams and fostering a culture of transparency.

Systems for Delivering on Promises

Once commitments are made, leaders must establish systems to ensure they are met. Following through isn’t just about good intentions; it requires careful planning and organisation. Each promise should be backed by a clear execution strategy, which includes anticipating potential challenges and scheduling regular check-ins to track progress. Breaking larger goals into smaller, measurable milestones can make them more achievable. For instance, instead of vaguely committing to "improve communication this quarter", a leader might pledge to implement "weekly team updates every Monday", providing specific details about the content and format.

Transparency is key throughout the process. Share updates on progress openly, and if delays occur, address them promptly. This openness reinforces trust and keeps everyone aligned.

The Ripple Effect of Consistency

When leaders consistently deliver on their promises, they set a powerful example that resonates throughout the organisation. Team members begin to emulate this reliability, fostering a culture where commitments are taken seriously. As Jeff Lasselle, Founder and CEO of Boosting Leadership, LLC, observes:

"The consistency of our behaviour, attitude, priorities, and communication will be noticed and will give others licence to behave the same way."

This ripple effect becomes especially impactful during times of change. When teams see that leadership honours its commitments, they feel empowered to make decisions and take calculated risks, knowing they are supported. Over time, this consistency strengthens trust, encouraging innovation and boosting engagement across the organisation.

Conclusion

Building trust during times of organisational change isn’t just a leadership checkbox - it’s the backbone of success. The five strategies we’ve explored - open communication, genuine presence, inclusive decision-making, honest challenge management, and consistent follow-through - come together to create a sturdy foundation. This foundation equips teams to face uncertainty with confidence and a sense of purpose.

The impact of trust is striking. Employees at high-trust organisations report 74% less stress, 106% more energy at work, and a 50% boost in productivity. Companies that prioritise these trust-building practices see 50% higher employee engagement and 36% lower turnover rates. Some even outperform their competitors by as much as 400%. These figures underscore that trust isn’t just a “nice to have” - it’s a powerful edge in a competitive landscape.

Of course, there’s no one-size-fits-all approach. Tailoring these strategies to your organisation’s unique culture and dynamics is essential. What resonates in a large corporate setting might need tweaking for a start-up or creative agency. Regular feedback and observation can help you refine your approach, ensuring it aligns with your team’s needs and values. The goal is to lead authentically while staying attuned to the nuances of your organisation.

Establishing trust during stable times lays the groundwork for when change inevitably comes. Trust is built step by step, but it can erode in an instant. Every decision, conversation, and action is an opportunity to either reinforce or undermine it. When trust becomes the cornerstone of your leadership, your team and organisation can navigate change with greater agility and unity.

Trust-building isn’t a one-and-done task - it’s a continuous journey. By embedding these five strategies into your daily leadership habits, you’ll create an environment where change feels less like a threat and more like an opportunity for growth.

FAQs

How can leaders maintain transparency while respecting confidentiality during organisational change?

Leaders can uphold transparency while safeguarding confidentiality by clearly defining what information can be shared and what must remain private. Start by openly outlining the purpose and objectives of the change. This helps the team understand the broader vision without exposing sensitive or restricted details.

Keeping employees informed through regular updates is key to building trust. These updates create a sense of connection and show that everyone is part of the journey. Encourage open conversations by inviting team members to ask questions or voice concerns. Even when certain information can't be shared, this approach ensures employees feel included and valued.

It's also important to establish clear boundaries regarding confidential information. Explain why some details need to stay private, offering context where possible. By being upfront and approachable, leaders can strike a thoughtful balance, reassuring their teams while protecting sensitive organisational matters.

How can leaders effectively involve their teams in decision-making during times of change?

Encouraging Team Participation in Decision-Making

To bring teams into the decision-making process effectively, it’s crucial to create an environment where everyone feels comfortable sharing their ideas. This starts with fostering openness and making it clear that all voices matter. Regular feedback sessions, team discussions, and maintaining an open-door policy can go a long way in encouraging honest conversations and collaboration.

Simple tools like surveys or suggestion boxes can also be incredibly useful for gathering input on key decisions. When team members see their ideas being taken seriously, it not only boosts their confidence but also strengthens their sense of ownership in the outcomes. By building trust and encouraging participation, leaders can enhance team morale while refining the decision-making process.

Why is it important for leaders to keep their promises during organisational change?

Leaders sticking to their promises during times of organisational change plays a crucial role in building trust, safeguarding credibility, and lifting team morale. When leaders consistently honour their commitments, they provide a sense of stability and dependability, which helps employees face uncertainty with greater confidence.

On the other hand, failing to keep promises can damage trust, weaken morale, and disrupt productivity. Employees are far more likely to remain engaged and motivated when they see their leaders as reliable and principled. Aligning actions with words is essential to fostering an environment where teams can adjust and thrive amidst change.