Article

Developing Trust on Your Team

September 7, 2020

A Lack of Trust Can Destroy Your Team

A chalkboard with a light bulb and the word trust written on it

What You Can Do To Develop an Atmosphere of Trust on Your Team


Trust is a central component of all healthy relationships. Teams are no exception. “There’s no team without trust,” said Paul Santagata, Head of Industry for Retail/Tech/Telecom at Google. “In Google’s fast-paced, highly demanding environment, our success hinges on the ability to take risks and be vulnerable in front of peers.” [“High-Performing Teams Need Psychological Safety. Here’s How to Create it” by Laura Delizonna, Harvard Business Review August 24, 2017] 

The leader must facilitate trust and be a model of trust. This means creating a team environment characterized by open, candid relationships and a climate of psychological safety. 


“As a company grows, communication becomes its biggest challenge. If the employees fundamentally trust the CEO, then communication will be vastly more efficient than if they don’t. . . A CEO’s ability to build this trust over time is often the difference between companies that execute well and companies that are chaotic.” – Ben Horowitz (quoted in https://www.zenefits.com/workest/ben-horowitz-culture-leadership-succeeding/)


It is a sad fact of my long experience working with entrepreneurs that many of them do not trust people easily, and this sets the tone for the way they manage their teams and how team members, in turn, manage their teams. When you don’t trust someone, if you feel they lack competence, skill, or experience or you question their good will and good intentions, you are more likely to try to control or micromanage them. This can severely damage a team’s effectiveness. 


A lack of trust and a climate of fear on the team is the opposite of psychological safety. It is toxic and can result not merely in an uncomfortable workplace and a lack of openness, but also in finger-pointing and conflicts between team members, politics, false consensus leading to bad decisions, and ultimately in turnover. It will curtail collaboration, weaken problem solving, hamper individual and group performance and diminish results.


The more interdependent the team – the more team members are dependent on each other to get their work done – the more trust matters. This can be particularly relevant for startups where the number of people involved is small and collaboration is especially vital. For example, Engineers can’t build anything unless the Product team defines what customers want, what features they care about, and Product can’t really do that without coordination with the Marketing team. All these relationships rely on trust: that information is being openly shared, that people are telling the truth, giving honest feedback, working through differences and collaborating and working together to meet commitments.

   

When there is good will and psychological safety on a team, members will be willing to be vulnerable and openly discuss their problems, opinions, and concerns. In addition, trust also increases the commitment and loyalty between team members, which reduces unwanted turnover, and increases a sense of common identity. 


How Trust Grows


Trust builds slowly, over time. It is built in very small moments but can be destroyed in an instant. If team members have shared important experiences and been successful working together, or have endured difficult times and made it through to the other side, trust will naturally increase. 


Trust grows when there is openness, information sharing, honesty, and the ability to voice differences and work together through conflict. As Google’s Project Aristotle on effective teamwork has found, members must feel free enough to share their opinions without fear of recrimination or attack. As a New York Times article said, “ We must be able to talk about what is messy or sad, to have hard conversations with colleagues who are driving us crazy. We can’t be focused just on efficiency.”


Growth of trust also requires regular interaction between members, listening and respecting each other’s ideas. This too takes time, and it means that you, as the leader, need to look for opportunities to increase the level of interaction and collaboration between members of the team. If team members operate in silos or have more frequent communication with the leader than with each other, the team will be less effective. 


This can be especially challenging with remote team members. Videoconferences between team members in another country or city, or just in another building or domain, have become commonplace and the leader must pay close attention to bringing team members together in person whenever possible. Where that is not an option, the leader needs to be very deliberate about insuring active participation from all team members rather than allowing in-person members to dominate the discussion. 


Does Your Team Trust You?


Leaders are often unaware of how much – or how little – team members are on board with the leader’s strategy, goals, and plans. Even worse, they often assume they have the team’s trust, when that is not always the case. Here are some ways to tell if your team trusts you: 

 

  • Team members sometimes take a different view from yours, and express it freely.
  • Team members keep you informed of their progress. They are comfortable coming to you for help or suggestions if they get stuck. 
  • Team members appear comfortable admitting mistakes, and are willing to discuss their problems rather than hiding or minimizing them, or concealing them in fancy PowerPoints. 
  • Team members approach you when they have a non-work problem, to request time off or support.
  • Team members are not obviously defensive or over-critical about statements you make.
  • Team meetings are relatively open and there is wide participation, with everyone making a contribution. 
  • Team members speak up – often privately – if they have a problem with one of your decisions or your behavior and are prepared to discuss their concerns. 
  • There does not appear to be excessive gossip in the team.

 

These are all signs that you have done a good job in creating an atmosphere of safety and trust. 


 What Happens When Trust Is Strong?

 

A recent meta-analysis of 112 research studies confirmed that trust between team members is highly correlated with the achievement of team goals. When trust is present, problem solving tends to be creative and productive. Discussions are livelier and out-of-the-box solutions get put on the table when fear of self-expression is absent. Members willingly take greater risks and say what is on their minds directly rather than behind others’ backs.


Trust has a similarly powerful impact on decision-making. The best decisions are made when the best thinking and all the facts are put on the table.  When team members feel safe and expect that others will behave in a supportive and positive manner, they will be more willing to be vulnerable and open. They will work more collaboratively and stay more focused on team goals.


What Happens When Trust Is Weak?

 

When trust is not strong, people are unwilling to share their real opinions and concerns. In that case, you are not getting the best thinking out of them. Often this lack of trust is due to the leader, who may have created an intimidating environment or failed to police bad behavior among members, such as personal attacks. In that environment, people are unwilling to share intuitive insights or half-formed ideas. 


Problem solving tends to degenerate and become ineffective. Interpersonal relationships among team members interfere with and distort perception of the problem. That’s because, in the absence of trust, people’s energy and creativity are more focused on self-protection than on finding creative solutions. They feel the need to protect themselves from attack, humiliation, or retribution, rather than apply their energy and attention to problem solving and may withhold half-formed ideas that may contain the seed of a solution. 


In the absence of trust, team members are more suspicious of others’ motivations, and become defensive. Openness is reduced, and people don’t say what they really think. Team members lose sight of team goals and focus on personal self-interest.


How to Build Team Trust


 

  • Be honest with team members. Don’t spin things. If you distort the truth or outright lie, team members won’t trust you. Tell them the truth rather than what you think they want to hear. A leader must establish and maintain high standards of personal integrity. 
  • Show team members that you care about them as people rather than merely as units of production. Organizations and teams are not machines. Results are important but excessive focus on hitting goals and deadlines or improving performance and quality can give the message that you only see team members as means to an end. Create opportunities to socialize with them in informal settings such as team dinners and avoid too much focus on business issues at that time. 
  • Be proactive in building relationships. Listen to individual team members and get to know them and their concerns. Check in with them regularly to find out how things are going in their world and how they are feeling about events, projects, problems etc. It is easy for a busy team leader to become isolated and insulated from the problems and concerns of employees. If you are too distant from team members and don’t invest in getting to know them and what is important to them, they will be less likely to trust you. Leaders who show interest in the needs and challenges of the employees they manage set a positive tone on the team. Employees who feel valued and supported are more likely to be motivated to get results. 
  • Occasionally survey the team to take its temperature, particularly around trust levels and morale. Then discuss any barriers to teamwork that are surfaced by the results.
  • Don’t withhold information. Leaders often worry that openly sharing sensitive information about financial results, decisions, or developments could cause problems. Whenever possible, eliminate secrets. Provide team members with both information they need, and information they want. Many leaders justify withholding information by saying, “I provide information on a need-to-know basis.” This reflects a lack of trust and need for control. Obviously, not all information can be shared. But ask team members what information they are not getting that they want and need. When possible, let them know about plans, developments, opportunities, challenges, and priorities. Sharing information makes people feel more like partners, and in the absence of information, rumors and speculation about worst-case scenarios proliferate. 
  • Explain the rationale behind your decisions. Give team members the context they need to understand why you made a decision and use it as an opportunity to teach and explain your thought process and the factors that they need to consider in making similar decisions. This is an opportunity to develop new leaders. Don’t be too quick to take responsibility for “important” problems. Let other team members own the analysis, the plan, and as much of the action as possible. Learn to empower team members as they demonstrate competence and good judgment. This demonstrates trust. 
  •  Don’t micromanage. It suggests that you don’t believe that people will get things done without close monitoring and control, and that you don’t trust their judgment or capabilities. If you want to develop the trust of others, you must demonstrate trust in them. 
  •  Put the good of the team and the organization ahead of your own self-interest. Leaders who are fixated on their reputation, financial rewards, and personal recognition are quickly distrusted by their team. 
  • Keep your commitments to team members and the team as a whole. If you don’t follow through on your promises, they will question if you will really do what you say you will do. If you don’t meet your commitments, you will send a message that others don’t need to meet theirs. Lack of consistency and dependability will destroy trust.
  • Avoid blaming team members for mistakes, particularly in front of others. Create a norm around learning from mistakes. Effective team leaders take a little more than their share of the blame and go out of their way to give others the credit for achievements.
  • Be human. Be open about your own mistakes and weaknesses and you will create space for others to be open about their shortcomings and problems. Don’t communicate in a formal, overly business-like manner that hides your humanity and accessibility. Be genuine and real.
  • Monitor your own behavior and pay attention to the impact of your words and actions. Leaders who fail to treat team members with respect, consideration and sensitivity can destroy trust quickly. Trust takes a long time to develop but can be broken quickly. 
  • Don’t play favorites. When you reward your friends and fail to confront their substandard performance, it undermines trust and increases politics. Treat all team members fairly and consistently.
  • Walk your talk. Be vigilant that your behavior is consistent with your stated beliefs and values. When the leader doesn’t behave in accord with the organization’s values and the team’s rules of the road, trust and credibility will be destroyed. 

 


share this

Related Articles

Related Articles

The Recognition Paradox: 
Why Truly Outstanding Leaders Thrive by Indifference to Personal Glory
By Rich Hagberg July 31, 2025
The Recognition Paradox: Why Truly Outstanding Leaders Thrive by Indifference to Personal Glory
By Rich Hagberg July 22, 2025
Let's talk about the elephant in every startup room: trust. As a founder, you're a visionary, a risk-taker, a relentless force of nature. You've battled against impossible odds, fueled by ambition and a singular vision. These very traits, which propelled you from an idea to a burgeoning business, are often celebrated as the hallmarks of entrepreneurial genius. But here’s the uncomfortable truth: those same strengths, left unchecked, can become the insidious forces that destroy the very trust your startup desperately needs to survive and thrive. Research reveals a stark reality: trust isn't a "nice-to-have" soft skill; it's the indispensable capital that underpins every successful venture. It's the bedrock of high-performing teams, the fuel for innovation, and the hidden engine of organizational resilience. Ignore it at your peril, because the cost of low trust isn't just a dip in morale—it's a direct hit to your bottom line, your talent pipeline, and your legacy as a leader. Trust: The Unseen Currency of the Startup World In the chaotic, high-stakes environment of a startup, trust is amplified. It’s the "first step of genuine and effective leadership” , and without it, people simply won't follow you. This isn't just about warm feelings; it's about hard business metrics. Companies with high trust factors report a staggering 74% less stress, 13% fewer sick days, and 40% less burnout among employees. Employees in high-trust organizations are also 50% more likely to stay long-term , drastically cutting turnover costs and retaining invaluable institutional knowledge. When trust flourishes, collaboration ignites, leading to more innovative solutions and superior problem-solving. Google's own Project Aristotle, a deep dive into team effectiveness, concluded that high-performing teams are simply impossible without trust. This is the "Founder Effect" in action. Your behavior, whether positive or negative, is magnified due to your central, often singular, role in shaping early-stage culture and strategy. Unlike larger, established corporations, your startup's very DNA is a direct reflection of you. The Three Pillars: Your Trustworthiness Litmus Test Research consistently points to three fundamental pillars of trustworthiness: Ability, Integrity, and Benevolence . Here’s the critical, often misunderstood, part: trustworthiness is a product of these three, not a sum. A zero score in any one pillar results in zero trustworthiness overall . Let that sink in. You can be a brilliant strategist (high Ability), but if your team perceives you as dishonest (zero Integrity), your trust account is empty. You can be the most ethical person in the room (high Integrity), but if you consistently fail to deliver on promises (zero Ability), trust evaporates. And perhaps the most insidious blind spot for many founders: you can be competent and honest, but if you lack genuine care and kindness for your team (zero Benevolence), you will not be trusted. Authenticity is the bedrock upon which these pillars stand. It's about transparency regarding intentions, a willingness to admit mistakes, and an unwavering adherence to your core values. Without genuine authenticity, any attempt at building trust will be perceived as manipulative, leading to skepticism rather than genuine trust. The Startup Crucible: Why Founders Fall Into Traps The startup environment is a unique pressure cooker. High uncertainty, relentless pressure to scale, and limited resources create a volatile landscape. This constant flux demands rapid iteration and quick decision-making. But this urgency can lead to "hasty decisions" and "sub-optimal risk-taking behaviors". This is where "Founder's Syndrome" (or "founderitis") often takes root. It's a pathological pattern where your initial strengths, vital for launching, transform into weaknesses that hinder growth. It's an "autoimmune disease" that ultimately undermines the very organization you worked so hard to build. The journey is often lonely, exacerbating stress and leading to mental health struggles that are 50% more common for founders than the general population. This pervasive stress "clouds judgment" and "hampers long-term planning," directly eroding trust. When you neglect your own mental health, you inadvertently "undermine the importance of the mental health of the people you are leading". The Trust Builders: Founders Who Get It Right Despite the inherent challenges, many founders successfully cultivate deep trust. They understand that it's a deliberate, multi-faceted process rooted in specific leadership qualities and behaviors. 1. Demonstrating Ability and Adaptability: Founders build trust by consistently delivering on promises and demonstrating competence. This means being agile and willing to pivot when necessary, learning from mistakes, and adapting to market shifts. Positive Example: Daniel Dines of UiPath. UiPath, now a $10 billion company, wasn't an overnight success. Founder Daniel Dines navigated multiple major pivots, from an outsourcing company to a consumer products foray that "didn't work," before finally productizing their services into what became UiPath. His willingness to learn from "early missteps and failed attempts" and adapt the business model demonstrated his ability and built trust through resilience and consistent effort. This adaptability reinforces the "Ability" pillar, showing stakeholders that the founder can steer the ship through turbulent waters. 2. Upholding Unwavering Integrity: Integrity is non-negotiable. Founders who "walk the talk"—consistently upholding values, maintaining honesty, and ensuring fairness—build profound trust. Positive Example: A Transparent Tech Startup. One tech startup embraced transparency from day one, openly sharing both successes and challenges with all team members. This commitment fostered a culture of trust, attracting and retaining top talent who valued an environment where their voices were heard and contributions recognized. This transparency, rooted in integrity, empowered employees to propose bold solutions and challenge the status quo, driving sustainable growth. Investors also explicitly expect founders to adhere to both the "letter and the spirit of the law" and to behave ethically. 3. Cultivating Benevolence and Psychological Safety: Trust is deeply relational. Founders who show genuine concern for their team's well-being, demonstrating empathy, respect, and kindness, foster psychological safety. Positive Example: Airbnb's Foundational Trust. When Airbnb launched, convincing strangers to rent out their homes was a massive trust hurdle. Founders Brian Chesky and Joe Gebbia tackled this head-on by prioritizing trust and safety. They implemented rigorous verification processes, secure payment systems, and user reviews. These measures, born from a deep understanding of user concerns and a commitment to their well-being, were crucial in building a safe and reliable platform, fostering a vibrant community, and ultimately disrupting the hospitality industry. This commitment to user and host well-being exemplifies benevolence. The Trust Destroyers: Traps Even the Best Fall Into Even with good intentions, founders can inadvertently erode trust. These behaviors, often amplified by startup pressures, can be catastrophic. 1. Lack of Transparency and Inconsistent Communication: When your actions don't align with your words, credibility fades. Information silos and inconsistent messaging breed distrust. Negative Example: Mark Zuckerberg and Facebook's Data Scandals. Mark Zuckerberg, despite his vision, faced significant trust erosion at Facebook due to a perceived lack of transparency and inconsistent communication regarding user data. Revelations about Cambridge Analytica exposing personal data of 87 million users, followed by admissions of hackers accessing 50 million users' information, and investigations revealing data sharing with major companies like Netflix and Amazon, shattered public and investor trust. This "say-do gap" between stated privacy commitments and actual practices profoundly undermined integrity and transparency. 2. Compromised Integrity and Unethical Conduct: This is the most catastrophic trust destroyer. Unchecked ambition and intense pressure can lead founders to believe "the rules don't apply to them". Negative Example: Elizabeth Holmes (Theranos) and Trevor Milton (Nikola). Elizabeth Holmes's ambition to revolutionize healthcare at Theranos morphed into manipulation and deceit, fabricating capabilities her technology couldn't deliver. This led to investors, employees, and patients suffering the consequences. Similarly, Trevor Milton, founder of Nikola, succumbed to pressure to deliver on promises, leading him to "embellish—no, outright fabricate—the capabilities of Nikola's technology." When the truth emerged, his reputation crumbled, and investors lost millions. These cases vividly illustrate how a fundamental compromise of integrity, driven by ambition and pressure, leads to "shattered credibility" and "burnt bridges". Misleading investors about revenue isn't just unethical; it can be criminal securities fraud with severe legal implications. 3. Absence of Benevolence and Empathy: Neglecting the human element—empathy, respect, and genuine care—is profoundly destructive. Negative Example: Travis Kalanick at Uber. Travis Kalanick, Uber's co-founder, was ultimately forced to resign by an investor revolt due to his "brash and at times inappropriate behavior" that "repeatedly raised eyebrows" and was blamed for creating a "toxic culture". This lack of benevolence, characterized by disrespect and a disregard for employee well-being, directly eroded trust and led to significant talent drain. Publicly humiliating team members, disengaging emotionally, or adopting a "one-size-fits-all" leadership approach with diverse teams all signal a profound lack of care. 4. Micromanagement and Control-Freak Tendencies: This signals a fundamental lack of trust in employees and creates a vicious cycle of distrust. Negative Example: The Bottleneck Founder. Founders who feel the need to oversee every decision create significant bottlenecks, disempowering employees and stifling creativity. Talented team members often leave because they don't feel trusted or valued. Micromanagement explicitly communicates, "I no longer think you are the right person to do this job". This toxic behavior destroys morale, causes employees to delay decisions, and withholds valuable insights. It's a direct attack on the "Ability" pillar of trust, implying incompetence and leading to lower performance, decreased morale, and higher turnover. 5. Impulsivity and Resistance to Adaptation: Constantly shifting priorities or clinging rigidly to outdated methods undermines trust in your ability to lead effectively. Negative Example: The "Analysis Paralysis" Founder. Some founders, despite the need for agility, are "incredibly rigid," preferring "familiar methods" and struggling to let go of past successes. They may suffer from "analysis paralysis" when faced with incomplete information, a common occurrence in startups. This rigidity can manifest as dictatorial behavior and a struggle to accept alternative viewpoints. This stifles innovation, as employees hesitate to propose new ideas if they believe the founder won't be receptive. The Path Forward: Rebuilding and Sustaining Your Trust Capital The good news is that trust, even when broken, can be rebuilt. It requires deliberate, sustained effort and a profound commitment to self-awareness. Lead by Exemplification: Your actions must consistently align with your words. Admit missteps openly and share the steps you're taking to rectify them. This consistent "say-do" message builds profound credibility. Prioritize Open and Consistent Communication: Establish platforms for transparent dialogue, like town hall meetings and regular updates. Actively seek input, schedule regular check-ins, and create safe spaces for genuine dialogue. Cultivate Self-Awareness and Mental Well-being: Address your own fears and psychological traps. Prioritize your mental health, as it directly impacts your judgment, empathy, and ability to lead effectively. Foster Psychological Safety: Normalize failure as part of growth, encourage open dialogue, and reward calculated risks . This creates an environment where employees feel secure enough to challenge the status quo, admit mistakes, and contribute new ideas. Empower and Delegate: Move beyond micromanagement. Clearly define ownership, empower teams to make decisions, and model trust by delegating effectively . Embrace Adaptability and Humility: Be willing to pivot and learn from mistakes. When you demonstrate the humility to adjust strategy, it reinforces trust in your leadership and judgment. The Ultimate Competitive Advantage Trust is not merely a desirable attribute; it is the fundamental bedrock of high-performing, resilient organizations. Unequivocally demonstrates that founders who prioritize and actively cultivate trust unlock unparalleled levels of employee engagement, productivity, innovation, and overall organizational success. Your journey as a founder is fraught with challenges, but the most formidable ones often come from within. By consistently embodying competence, upholding ethics, and demonstrating genuine care, while actively mitigating the psychological traps and pressures inherent in the entrepreneurial journey, you can build and sustain the high-trust environments essential for navigating today's complex business landscape and achieving long-term, sustainable growth.  Trust, in essence, is your ultimate competitive advantage. Are you ready to wield it?
The Trust Advantage: Build It or Break It
By Rich Hagberg July 18, 2025
The Trust Advantage: Build It or Break It
ALL ARTICLES