Part Four in a Five-Part Series on Communication and Cultures of Trust
Welcome to the latest installment in a series on trust and communication. Last week we talked about what leaders can do to create the best odds that employees will “hear” what they’re saying and engage in the conversation. (Click here to review.) This week we’ll share some powerful tactics leaders can use to spark trust-building conversations.
A great way to build trust is to start with a question. This will encourage active participation and engagement. Questions build rapport and trust and foster psychological safety. By asking good questions, we can get a feel for what’s going on with our team and how they might react to what we’ve got to say. It shows we truly care about their thoughts and ideas.
One of the best ways to build trust is to show trust. When working on a problem, try asking the employee: Here’s what I’m thinking, but I might be too close to the problem. What do you recommend? What barriers or possible mistakes do you see with this approach? Asking their opinion shows that you value their input and trust their thinking. Not only do you get their ideas, but when they help create the solutions, you get better buy-in.
Here are a few more trust-building questions to ask during rounding and at other times. Pick a question or two that you like and start there.
What worries you the most? (Don’t assume you know.) Ask your direct reports, “What is your biggest concern or worry right now?” In many cases, it’s something we can fix or at least get started fixing. It opens the dialogue and shows the employee you care and are interested in making their jobs and lives better.
What matters to you? Again, don’t assume you know. It might not be totally work-related, but you can help find solutions. One employee wanted to pick up her daughter from school. With a minor hours shift, we were able to make that happen. (Interestingly enough, she had never asked.)
How can I support you in your role? What does support from me look like? This helps show genuine interest in employees’ needs and lets you know when assistance is needed.
What do you find most rewarding about your work? If you are looking for people to recognize, this question is great for figuring out where an employee likely excels.
What challenges are you currently facing in your work? This question demonstrates that leaders care about team members’ well-being and success. It may also uncover needs they have, such as additional training and development, new equipment, or additional staffing.
What ideas or suggestions do you have for improving our processes or workplace? Again, asking for employee input shows you value their expertise. Since they are closest to the action, they might also be in the best position to find solutions.
What are your professional goals, and how can I help you achieve them? Are there additional trainings or resources to which you’d like to have access? These questions show that you’re committed to the person’s growth and development. This is so important to the current generation of talent.
How can we create a more inclusive and diverse work environment? Letting people know a respectful and supportive workplace is a priority for you is a huge trust-builder.
The Golden Question: I work for you. What do you want me to work on today? This leads to real and meaningful conversations that allow people to open up and share their frustrations and concerns.
Don’t be afraid to ask it. Leaders tend to worry that people will ask for something they can’t give or that they’ll hear really bad news, but usually that’s not the case. Quite often the employee will bring up something you can fix, and you’ll end up getting a quick win. If you hadn’t asked, you would never have had the chance.
All these conversation starters are extremely powerful. Just remember: Getting people talking is only part of the equation. It’s also important to listen to the answers in a way that helps you get to the root of employee concerns, makes them feel heard and valued, and strengthens your relationship with them.
The communication tips and tactics we’ve covered over the past month or so can make a huge difference in our efforts to build trust, which in turn creates an incredible culture. Next week we’ll wrap up our series with some signs that your organization is flourishing. Thank you, as always, for reading.
