Four ways to maintain HR trust in uncertain times

HR must protect, reassure, and even strengthen trust among employees in these uncertain times. Gartner, a business consultancy, suggests four solutions.

Gartner says HR leaders need to take four strategic steps to improve employee trust, and to avoid negative talent outcomes as well as decreased productivity.

“Trust is essential for the success of organisations.” Employees who have trust in senior leaders are more engaged than those who don’t, according to Ned Feuer of Gartner HR practice.

He adds that “a lack of trust is often caused by senior leaders who withhold information, blame others or reverse decisions.”

Gartner emphasizes that HR leaders can assist their organization’s leaders in avoiding these behaviors and building employee trust by following four simple, yet effective, steps:

• Assess employee trust and respond to the results.
• Encourage decision-making transparency.
• Encourage open communication between senior leaders and employees.
• Invest in programmes that develop the skills of senior leaders.

Assess employee trust issues and take action.

Leaders in HR should take regular measures to assess current levels of trust, and identify areas that need improvement.

These assessments can easily be integrated into existing employee feedback mechanisms such as annual engagement surveys, focus groups or employee engagement surveys.

After collecting data, HR leaders must communicate the findings in a transparent manner to all employees. They should also explain to them what steps are being taken by the organization to improve trust.

Gartner research shows, for instance, that employees are more inclined to trust their senior leaders if the leaders value their feedback.

Transparency from leaders is encouraged

HR leaders must also encourage senior leaders in their organizations to be transparent and rationale about the actions they take and what will happen if those actions are taken.

Transparency can help reduce employee distrust, as they may believe that the leadership is hiding information. It also helps them understand and accept any decisions made even if it’s not their opinion.

Maggie Mastrogiovanni explains that employees are very attentive to the messages from senior leaders.

Gartner Research found that employees are more likely to believe leaders who explain their decisions. Boosting trust through transparency is particularly important during volatile times.

Facilitate open dialogue

HR leaders have the best position to facilitate an open dialogue between senior leaders and employees, which will allow both groups to identify values they share. Employees are able to ask questions and voice concerns, while leaders can show their commitment to accountability.

According to the consultancy’s research for example, employees are 6.5x more likely than others to trust their leaders if they care about them.

Investing in the development of senior leaders’ abilities

Gartner says leaders need to be more aware of the behaviours that undermine trust in order to take actions that are based on empathy and build trust.

Human resource leaders should invest in programmes that develop the skills of senior leaders in emotional intelligence, active communication, effective and transparent communication, and ethical decision making.

Ultimately, HR leaders who provide coaching to senior leaders about consistent and authentic leadership can maintain employee trust, and reduce confusion caused by retracted decision.

It concludes that with CEOs hyper-focused to drive growth by 2025, senior leadership needs to do their part to encourage employee effort and build trust.

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