How To Build Workplace Trust

By Razelle Janice Drescher

Some people start a relationship with full trust. Others have to build a foundation of trust over time based on evidence. It requires 2-way communication. Common goals help by creating an environment in which people can move together with intention. It’s helpful if common values are the foundation of a relationship based on trust.

For example, in the workplace, common values might include:

  • Loyalty
  • Spirituality
  • Humility
  • Compassion
  • Honesty
  • Kindness
  • Integrity
  • Selflessness
  • Courage

How does a business establish a foundation for building trust?

How does a new employee understand the culture of the company they are about to join? In an ideal world, a company shares their vision that describes what the company is all about and where it is headed. That vision is often accompanied by core values that make up aspects of that vision. A New Hire Training and Orientation can make a significant difference to a new hire in communicating vital information that the new hire needs to navigate their new job.

When done right, introducing the new hire to the company, the culture, their manager, their job and generally how things work is a golden opportunity that pays dividends throughout the employee’s tenure with the company. Too many times, a new hire arrives for Day 1 and no one knows what to do with the new hire. There is no formal introduction and it’s often sink or swim. That’s a missed opportunity for the new hire and the company. Taking the time to welcome a new hire in a way that is inclusive and substantive is vital to the employee’s initial experience and is one of the things that sets the employee up for success.

What happens after Day 1?

But a New Hire Orientation isn’t enough. Remember, we are talking about how you build trust. What are some of the other elements that create a foundation of trust? What kind of training does the company offer? Is there anything in writing that establishes what the job entails? I prefer a document that lays out the overall result of the position, the tasks involved and the standards to be met. This document helps the new hire understand what to expect in terms of their workload. It avoids things like duplication of effort or things falling through the cracks. I like to describe this document as a Position Agreement because it requires that the new hire become accountable for the result, work and standards described. The new hire can always reference this document for clarity about their job. How does this document build trust? It provides clarity for the new hire about their job. This helps the employee become proactive about their next steps. Without this kind of support, overwhelm can set in.

But a Position Agreement isn’t enough. Training a new hire in how their job will be done and the standards to be met is vital to creating shared expectations and true accountability. This is where systems come in. There is often a lot of detail to how a job is to be done properly. Unless systems are in place that lay out the steps to the tasks and the key standards to be met, then employees are left to do what they think is best. This approach doesn’t create the consistency needed for a world class customer experience every time.  It’s also challenging for the new hire who can easily feel overwhelmed in a new job, especially at the beginning. Providing training by using systems that describe how the work will be performed and to what standard helps the new hire create a foundation for success right from the start. How does this contribute to building trust? The new hire feels supported from the start with the guidance they need to perform well.

So imagine you are a new hire and you have arrived for your first day. You are introduced to your manager who takes you through the New Hire Orientation, reviews your Position Agreement and points out some of the key tasks you will be doing as part of your job. She reviews the company vision with you and explains a bit more about the culture.  She tells you about how you will be trained in the systems that make up your job. She gives you a tour of the business and introduces you to the rest of your team and other key employees. She takes you out to lunch where she explains one more vital piece of the puzzle that is your new job.

What is that vital piece of the puzzle?

When there is a common vision in place and systems run a business, there is a sense of order. Employees and managers are freed up to think creatively and problem solve because they are clear on how to do their work and the standards to be met. In this kind of setting, trust builds naturally. What do you think is that vital last piece of the puzzle? Have you guessed that it is the Management System that the company offers? Have you ever thought about a “Management System?” What does that mean? Do most companies have one? The answer is probably not. Most companies have managers but do not have a Management System. This means they have managers who are left to their own devices to figure out how to get results through their team.

What is the importance of a Management System?

A Management System offers a way to manage employees that is focused on ensuring their well-being and maximizing their potential while achieving the results that fall within their area of accountability. This relationship is where trust can bloom. It starts on Day 1 by reviewing what the employee can expect from the manager and what the manager expects from the employee. The management system provides regular meetings that focus on the progress of the employee and review what is working well and what challenges need improvement. The support given by the manager is always given in a positive light with encouragement, not criticism or judgement. The employee is also invited to bring agenda items they want to discuss as well. The goal of the manager is to invite the bad news along with the good news so the employee can receive the needed support. As the employee learns that positive support is truly available, trust grows. The employee has a place to go to voice concerns about his job, knowing that it is safe to do so. The Management System provides consistency for how to support employees in a given company without stifling the individuality of the manager. In this way, everyone in a company has the opportunity to receive support from their manager.

You might be wondering who supports the CEO? Why, her business coach of course!!! After all, everyone needs support in the workplace, especially the CEO. If you are feeling overwhelmed as a CEO, I invite you to explore what having support might mean for you. As a CEO, you don’t have to build these important elements of your business yourself. I have built many systems for my clients over the years for my clients.

In conclusion, the elements needed to establish workplace trust include but are not limited to:

  1. Company Vision – Clarifies the vision you are engaged in achieving together
  2. Company Values – Establish the fundamental beliefs of an organization
  3. New Hire Training & Orientation - Provides an organized introduction to the company and the job
  4. Position Agreement - Describes the result, work and standards of the job and gets agreement from the employee from Day 1
  5. Systems – Step-by-Step Action Plans for doing the work tasks of the job
  6. Management System – Provides the support to help employees thrive

Trust can be elusive in the workplace, especially if some of the foundational elements are missing. If you would like to explore how to build trust in your work environment, you can sign up at the bottom of the homepage for a free conversation with Janice at www.intentionalleaders.com or call 707-326-5681 to schedule an appointment.