In a previous article I asserted that one of the reasons that people resist organizational change is that employees don’t always trust management. So, how does management build trust?

I am sure that there are already volumes that have been written on this topic, but it seems to come down to a very simple principle – the golden rule. Managers must put themselves in the shoes of the employee and treat them with understanding and respect. Communication is the key. Yet, many managers keep everything to themselves believing that they lose power and control if they communicate information. (I have worked with organizations that have institutionalized information hoarding.) What they create is often even worse.

One of the things that I find most frustrating is not knowing. This is even worse than getting bad news. When you don’t know the answer your emotions are strained. You try to remain optimistic but you also must prepare for the worst. When managers withhold communications they create a work environment filled with mistrust. Employees don’t know what to think. Their focus is in their uncertainty rather than on their jobs. They blame management. Their level of confidence and trust in management takes a nose dive.

So, while management was trying to not lose control, their actions backfired. They created an environment where no one is in control and performance suffers.

Having been through several business downturns I understand that tough decisions have to be made. But when management has been open and honest about the situation, the consequences, and the possible decisions employees will actually have a higher level of trust in management. Employees are not stupid. They understand that cuts have to be made sometimes. But they need to feel that they were made fairly.


Ideally, even when cuts are necessary, management will seek and use input from employees. Sometimes it is better to let employees choose their own “medicine.” Depending upon a person’s specific situation (personal as well as workload), he/she might prefer to drop to half time rather than being laid off or vice versa. Management should create a range of options and allow employees, in consultation with their supervisors, to choose what works best for them.

Communicate openly to employees and listen to their input. Organizations can weather the storm if everyone trusts that their best interests have been considered. Trust is not an impossible dream.