Building Trust in Teams

Struggling teams don't need another framework. They need a leader. I've taken over bad teams filled with good people. I learned to embrace three themes for a successful reset: ✅ Change requires honoring the past and building the future ✅ Trust is rebuilt through actions, not just words ✅ Culture lives in daily micro-decisions Here are the 8 lessons that make it work: 1/ Honor the Past ↳ Don't play the blame game ↳ Value those who stayed through hard times 2/ Name What Stops Here ↳ Be specific about what changes ↳ Get them to help rewrite the new rules 3/ Own Your Role ↳ Acknowledge where you fell short ↳ Build trust through self-accountability 4/ Reset the Target ↳ Paint a clear 6-month vision ↳ Define what excellence looks like 5/ Define Winning Behaviors ↳ Skip empty corporate speak ↳ Make expectations crystal clear 6/ Create New Rituals ↳ Build sacred team habits ↳ Engineer connection, especially remote 7/ Embrace Iterations ↳ Progress isn't linear ↳ Celebrate small wins, learn from setbacks 8/ Rebuild Trust Daily ↳ Start from trust at zero ↳ Do what you say you'll do 9/ Catch Them Winning ↳ Be specific about what you see ↳ What gets recognized gets repeated Want more detail?  Flip through the full playbook below. Remember:  Your team likely knows the path forward. They're just waiting for you to walk it first. If this was helpful: 📌 Please follow Dave Kline for more ♻️ Share to help other leaders turn things around.

Most teams aren’t unsafe— they’re afraid of what honesty might cost.👇 A confident team isn’t always a safe team. Real safety feels like trust without fear Psychological safety isn’t about being nice. It’s about building an environment where truth can exist — without penalty. Where people speak up because they believe they’ll be heard, Not just to be loud. Here’s how to create a space where honesty doesn’t feel risky: 10 Ways to Foster Psychological Safety in Your Team 1️⃣ Acknowledge mistakes openly ↳ Normalize imperfection so everyone feels safe owning up. 2️⃣ Ask for feedback on your own performance ↳ Leaders go first. 3️⃣ Celebrate questions, not just answers ↳ Curiosity signals trust. 4️⃣ Pause for the quiet voices ↳ “We haven’t heard from X yet. What do you think?” 5️⃣ Replace blame with ‘Let’s find the cause’ ↳ Shift from finger-pointing to problem-solving. 6️⃣ Speak last in discussions ↳ Let others lead; you’ll hear their raw perspectives. 7️⃣ Reinforce confidentiality ↳ Discuss ideas without fear they’ll be shared publicly. 8️⃣ Encourage respectful dissent ↳ Conflicting views spark creativity. 9️⃣ Admit you don’t know ↳ Authenticity paves the way for others to do the same. 🔟 Offer thanks for honest feedback ↳ Show appreciation for candor, even if it stings. 1️⃣1️⃣ Set clear expectations for respectful communication ↳ Clarity creates comfort and consistency. 1️⃣2️⃣ Create space for personal check-ins, not just work updates ↳ Human connection builds trust faster than status updates. 1️⃣3️⃣ Invite rotating team members to lead meetings ↳ Empowering others signals trust and grows confidence. 1️⃣4️⃣ Support team members who take thoughtful risks ↳ Reward courage even when outcomes aren’t perfect. 1️⃣5️⃣ Recognize effort and growth, not just outcomes ↳ Celebrate the process, not just the win. Psychological safety doesn’t grow from good intentions, It grows from repeated proof that honesty matters more than perfection. ❓ Which one will you try first? Let me know in the comments. ♻️ Repost to help your network create safer, more trusting workplaces. 👋 I write posts like this every day at 9:30am EST. Follow me (Dr. Chris Mullen) so you don't miss the next one.

If you’re not getting feedback from your team, you’re probably missing the most important things. In my book, I wrote: “Start by asking for criticism, not by giving it. Don’t dish it out before you show you can take it.” As a boss, your authority changes what people are willing to say to you. Even if you don’t see yourself as intimidating, your role often is. That’s why building a culture of candor starts with you. Here are 3 ways to make it safer for your team to challenge you directly: 1. Ask before you give. I’ve learned to rely on questions like: “What’s one thing I could do - or stop doing - to make it easier to work with me?” Then, pause. Let the silence do the work. 2. Don’t get defensive. Listen to understand, not to reply. Feedback can feel uncomfortable - but that discomfort is where growth begins. 3. Reward the candor. Say thank you. Act on what you heard. Show your team it’s worth the risk to be honest with you. Because when people feel safe to speak up, everyone does better work - and you become a better leader. What’s one piece of feedback that changed the way you lead? :)

If your feedback isn't changing behavior, you're not giving feedback—you're just complaining. After 25 years of coaching leaders through difficult conversations, I've learned that most feedback fails because it focuses on making the giver feel better rather than making the receiver better. Why most feedback doesn't work: ↳ It's delivered months after the fact ↳ It attacks personality instead of addressing behavior ↳ It assumes the person knows what to do differently ↳ It's given when emotions are high ↳ It lacks specific examples or clear direction The feedback framework that actually changes behavior: TIMING: Soon, not eventually. Give feedback within 48 hours when possible Don't save it all for annual reviews. Address issues while they're still relevant. INTENT: Lead with purpose and use statements like - "I'm sharing this because I want to see you succeed" or "This feedback comes from a place of support." Make your positive intent explicit. STRUCTURE: Use the SBI Model. ↳Situation: When and where it happened ↳Behavior: What you observed (facts, not interpretations) ↳Impact: The effect on results, relationships, or culture COLLABORATION: Solve together by using statements such as - ↳"What's your perspective on this?" ↳"What would help you succeed in this area?" ↳"How can I better support you moving forward?" Great feedback is a gift that keeps giving. When people trust your feedback, they seek it out. When they implement it successfully, they become advocates for your leadership. Your feedback skills significantly impact your leadership effectiveness. Coaching can help; let's chat. | Joshua Miller What's the best feedback tip/advice, and what made it effective? #executivecoaching #communication #leadership #performance

Some thoughts on "Feedback." We have to get comfortable with listening to things that are hard to hear.   When you manage people or work with people as an IC, if you do it right, there should be an open flow of communication about what’s working and what’s not.   And that can be one of the hardest parts of your job – accepting and digesting critical feedback.   To sit, and seek to understand, and temper the very real human reaction to jump and defend yourself or protect your own self-perception.   That is the real work of creating trust within your team.   “That was hard for me to hear how XXX is impacting you and the team, and I am sorry that I did not see it sooner. I would like to understand more from your perspective on how you think we can address this gap/lack of clarity/etc. Are there tangible things that you think we can be doing / do better to address this? We can also work to piece together which pieces of this we can control, and which pieces are realities that we will need to build buffers around in the short term to clear the runway for the team.”   Because here is the thing – people will ALWAYS have critical feedback. And you can either create a culture where your team feels comfortable bringing it to you, or you can create a culture where they discuss it in Slack and texts behind your back. Regardless, the feedback WILL flow, that is human nature, and only one of those scenarios allows you to do anything about it.   A sign of a great people leader is not in building a team where everything is working for everyone all the time, but in developing a TRUE understanding of the state of the state of your team fed with insight directly from them. 

Trust is not something you have, but something you do. 6 proven ways to build unshakeable trust with your team, TODAY: (Sample situations and scripts are included) 1. Say what you do. Minimize surprises. ➜Why: Consistency in communication ensures everyone is on the same page, reducing uncertainties and building reliability. ➜Situation: After a meeting, promptly send out a summary of what was agreed upon, including the next steps, owners, and deadlines. ➜Script: "Thank you for the productive meeting. As discussed, here are our next steps with respective owners and deadlines. Please review and let me know if any clarifications are needed." 2. Do what you say. Deliver on commitments. ➜Why: Keeping your word demonstrates dependability and earns you respect and trust. ➜Situation: Regularly update stakeholders on the project's progress. Send out a report showing the project is on track, and proactively communicate any potential risks. ➜Script: "Here's the latest project update. We're on track with our milestones. I've also identified some potential risks and our mitigation strategies." 3. Extend the bridge of trust. Assume good intent. ➜Why: Trust grows in a culture of understanding and empathy. Giving others the benefit of the doubt fosters a supportive and trusting environment. ➜Situation: If a team member misses an important meeting, approach them with concern and understanding instead of jumping to conclusions. ➜Script: "I noticed you weren’t at today’s meeting, [Name]. I hope everything is okay. We discussed [key topics]. Let me know if you need a recap or if there's anything you want to discuss or add." 4. Be transparent in communication, decision-making, and admitting mistakes. ➜Why: Honesty in sharing information and rationale behind decisions strengthens trust. ➜Situation: Be clear about the reasoning behind key decisions, especially in high-stakes situations. ➜Script: "I want everyone to understand why we made this decision. Here are the factors we considered and how they align with our objectives..." 5. Champion inclusivity. Engage and value all voices. ➜Why: Inclusivity ensures a sense of belonging and respect, which is foundational for trust. ➜Situation: Encourage diverse viewpoints in team discussions, ensuring everyone feels their input is valued and heard. ➜Script: Example Script: "I'd really like to hear your thoughts on this, [Name]. Your perspective is important to our team." 6. Be generous. Care for others. ➜Why: Offering support and resources to others without expecting anything in return cultivates a culture of mutual trust and respect. ➜Situation: Proactively offer assistance or share insights to help your colleagues. ➜Script: "I see you’re working on [project/task]. I have some resources from a similar project I worked on that might be helpful for you." PS: Trust Is Hard-Earned, Easily Lost, Difficult To Reestablish...Yet Absolutely Foundational. Image Credit: BetterUp . com

“What am I missing?” a CEO asked me following an executive team meeting. His team felt tired, disconnected, and out of sync with his vision. “They’ve lost trust—in you, each other, and themselves,” I replied. “They’re drifting through their days like disillusioned, snarky zombies, stuck in a workplace nightmare they can’t shake. It’s sad to see them struggling and giving up on being their best selves because, honestly, what’s the point?” Despite the CEO’s efforts, his team no longer fully believed in him or the organization’s future. The joy and trust they once felt working with each other had crumbled, and constant demands for solutions only pushed them further away from him and each other. I’ve seen this too often—strained leaders, relentless pressures, and attempt at quick fixes that unravel everything teams have worked hard to build. Turning it around? Tough, but possible. Optimism isn’t about ignoring challenges—it’s about having the courage to focus on what could go right and creating the conditions to make it happen. Creating moments for reflection, understanding, and connection won’t undo months or years of disappointment, but it’s a start. Change is always possible when leaders dig deep, reflect, and address the real issues with their teams. To rebuild trust and energize his team, I advised this CEO to start with himself: - How can I clarify my vision for the team? - How do I show up when things get tough—do I blame and distance or help the team connect and make it to the other side? - Am I transparent about my intentions? - What past experiences might be influencing my current approach? - Are there barriers—structural, behavioral, or procedural—holding the team back? Then, engage the team with questions we often avoid: - Do you believe in our future? - What do you need from me, and each other, that you’re not getting? - What don’t you understand, agree with, or hesitate to ask? - How can we address personal reservations and hidden tensions without resorting to unhelpful criticism? - What are the biggest untapped opportunities for our team and organization? The goal isn’t to force connections or quick fixes but to create environments where trust, transparency, and collaboration can grow naturally. Without the will and skill to be open, true teamwork and high performance will remain out of reach. Focus on trust, and give yourself and your team the chance to become a productive, joyful, and resilient powerhouse. What’s one question you’re ready to ask yourself and your team today to rebuild trust and boost collaboration? #trust #leadership #management #joy #collaboration #diversityequityandinclusion

One of the hardest balances to master as a leader is staying informed about your team’s work without crossing the line into micromanaging them. You want to support them, remove roadblocks, and guide outcomes without making them feel like you’re hovering. Here’s a framework I’ve found effective for maintaining that balance: 1. Set the Tone Early Make it clear that your intent is to support, not control. For example: “We’ll need regular updates to discuss progress and so I can effectively champion this work in other forums. My goal is to ensure you have what you need, to help where it’s most valuable, and help others see the value you’re delivering.” 2. Create a Cadence of Check-Ins Establish structured moments for updates to avoid constant interruptions. Weekly or biweekly check-ins with a clear agenda help: • Progress: What’s done? • Challenges: What’s blocking progress? • Next Steps: What’s coming up? This predictability builds trust while keeping everyone aligned. 3. Ask High-Leverage Questions Stay focused on outcomes by asking strategic questions like: • “What’s the biggest risk right now?” • “What decisions need my input?” • “What’s working that we can replicate?” This approach keeps the conversation productive and empowering. 4. Define Metrics and Milestones Collaborate with your team to define success metrics and use shared dashboards to track progress. This allows you to stay updated without manual reporting or extra meetings. 5. Empower Ownership Show your trust by encouraging problem-solving: “If you run into an issue, let me know your proposed solutions, and we’ll work through it together.” When the team owns their work, they’ll take greater pride in the results. 6. Leverage Technology Use tools like Asana, Jira, or Trello to centralize updates. Shared project platforms give you visibility while letting your team focus on execution. 7. Solicit Feedback Ask your team: “Am I giving you enough space, or would you prefer more or less input from me?” This not only fosters trust but also helps you refine your approach as a leader. Final Thought: Growing up playing sports, none of my coaches ever suited up and got in the game with the players on the field. As a leader, you should follow the same discipline. How do you stay informed without micromanaging? What would you add? #leadership #peoplemanagement #projectmanagement #leadershipdevelopment

Happy Employee Appreciation Week (EAW for short)! At Chase, we know that appreciation is more than just a yearly event—it’s a daily commitment. It means acknowledging the small, often unnoticed efforts that contribute to our success and expressing gratitude for the hard work that might not always be visible but is crucial to our achievements. In our fast-paced environment, recognition is essential. It fuels motivation, engagement, and a sense of belonging. As we kick off EAW this year, I want to highlight the importance of recognizing and valuing our incredible team members every day and share how I show appreciation – emojis and exclamation marks (and the occasional BOOM)! I love getting updates on achievements via email and use it as an opportunity to quickly thank our team and celebrate their success. Our jobs are hard! We’re breaking down big, complex challenges, at incredible scale and a positive and upbeat attitude supports and inspires people. I bring that to every interaction I have – particularly those that are in the thick of this work – as I know it inspires me when I experience the same. Here are some ways I do that: 1. Be Timely and Specific: Recognize achievements as they happen. Specific feedback is more impactful than generic praise (e.g., “You’re doing a great job” vs. sharing specifically what is great about the work that’s being done). 2. Personalize Your Approach: Understand what forms of recognition resonate with each team member. Tailor your appreciation to their preferences. Some folks prefer to be recognized privately vs. sharing praise in a big group setting and vice versa. I’ve also found some folks appreciate a written thank you more than saying it in a meeting. 3. Encourage Peer Recognition and Lead by Example: Foster a culture where colleagues appreciate and recognize each other by doing it yourself. Celebrate other peoples’ wins. Peer recognition can be incredibly powerful (and it helps boost morale and motivation, too). On that note, thank you to all my amazing Chase (and JPMorganChase) colleagues for your hard work, dedication, and passion. You inspire me every day, and I am grateful for everything you do. Let’s celebrate you this week and every week! 🎉 #EmployeeAppreciationWeek #Gratitude #Recognition

There is a silent killer of execution on too many teams. It's not what you think. I've seen it too much over 25+ years of helping teams from startups to Fortune 500s: Lack of trust destroys results faster than anything else. I could tell stories, but there are decades of research on the costs: - 74% higher stress levels - 40% increase in burnout - 50% drop in productivity - $6,450 less earnings per employee - 2X higher turnover rates Here's what doesn't work: 😯 Extravagant offsites (fun, but a one-time event) 😯 Team building events (well-intentioned, but again, one-time event) 😯 Micromanaging (can work in tiny chunks; otherwise, unravels trust and productivity) 😥 "Trust fall" exercises (at best, an ice-breaker) Why don't these work? Because they ignore the simple math of trust: Trust = Time + Consistency Put another way, Trust comes from consistency over time. 3 proven ways to build trust through consistency: 1/ Make priorities crystal clear - and explain why when they need to change.   2/Create regular rhythms for updates that never, ever get skipped 3/Address issues immediately, even if solutions take time 🤺 Bonus method for max impact: celebrate wins (even small ones) every week. (You aren't being "tough" or having "high expectations" by ignoring this.) The research on the benefits of these practices is clear: teams with high trust show 106% more energy at work and consistently outperform their peers. The formula is simple, but it requires discipline to implement. What's powerful: These practices cost NOTHING but attention and commitment. Like and share so more people hear this. Then go out with your team and crush Q4.