HR leaders should take four specific actions to build employee trust during periods of business disruption to prevent decreased productivity and negative talent outcomes, according to research released Tuesday by Gartner, Inc.
The research indicates employees who trust their senior leaders demonstrate significantly higher engagement levels compared to those who don’t.
“Trust is crucial for organizations’ success,” said Ned Feuer, senior director in the Gartner HR practice. “A lack of trust most often stems from senior leaders withholding information, scapegoating or retracting decisions.”
According to Gartner, trust deficits typically emerge when leadership fails to communicate openly, shifts blame or reverses course without explanation.
Four recommended actions
The research firm recommends HR departments implement four strategies to strengthen employee trust:
First, organizations should conduct regular trust assessments through existing feedback mechanisms like engagement surveys and focus groups. HR leaders should then communicate findings transparently and outline specific remediation plans.
Second, senior leadership must provide clear rationales for decisions and explain potential implications. Gartner research found employees are 4.3 times more likely to trust leaders who explain their decision-making process.
“Communications from senior leadership carry great influence and employees pay attention to them,” said Maggie Mastrogiovanni, principal in the Gartner HR practice. “Boosting trust via transparency is especially important during volatile periods.”
Third, HR should create opportunities for direct dialogue between employees and leadership. The research indicates employees are 6.5 times more likely to trust leaders who demonstrate genuine concern for their issues.
Finally, organizations should invest in skill development programs for senior leaders that focus on emotional intelligence, active listening, transparent communication and ethical decision-making.
Growth priorities
With growth as a top priority for CEOs in 2025, senior leaders must focus on building trust to encourage employee effort and maintain productivity during organizational changes, according to the report.
The full report, “Build Employee Trust in Leaders to Sustain Engagement During Disruption,” contains additional guidance for Gartner clients.
