Queen's University IRC

How to Strengthen Our WFH Reality: Flex Your Trust Muscle


Linda Allen-Hardisty
Queen’s IRC Facilitator

March 17, 2021

The pandemic forced change in the way leaders interact with their employees, forcing many to adapt their approach in how they built trust and relationships with employees throughout the transition into working from home (WFH) practices. For many, this challenging year has actually provided them with a rare opportunity to lead stronger, with a new vision for their teams.

On the one-year anniversary of WFH, this is an ideal time for strong leaders to assess how they are at building trust, and to identify what needs to be strengthened next, as the “new normal” and time of unknowns is still being shaped.

Like a fitness plan full of workouts (like weightlifting repetitions, cardio activities, and daily walking), strengthening your trust muscle requires use Every. Single. Day. Some muscles aren’t used enough unless you intentionally aim to use them. It’s not always easy, and you often feel a bit sore after a good workout; however, because you care about your health, you follow your fitness plan again tomorrow. This is the same for building, rebuilding and strengthening trust with your team of employees. Let’s explore how each of these current WFH realities can be addressed by flexing your trust muscle.

WFH Reality #1 – How Do I Know?

It’s shocking how much information is available on this question for leaders: “how do I know my employees are actually working?” I believe the first question to ask yourself is “how did I know before the pandemic?”

You may still be using some of your past practices, however it is likely that you have had to create new practices for your employee interactions. WFH is felt heavily within organizations that didn’t have a robust culture of providing regular employee feedback on their work. Leaders now find themselves implementing totally new practices for employees to follow. In some cases, monitoring technology has been introduced, which is eroding trust and exhausting everyone involved.

Flex your Trust Muscle:

  • Pull on your empathy emotional intelligence: Put yourself in your employees’ shoes. Think about how you want to be asked to share what you accomplished today, and how you want your manager to interact with you about challenges and successes. This can put you in an effective mindset to seek input from each employee about what is working well for them and what is not as they perform their job duties.
  • Monitor with conversation not technology: If you find that you are not seeing the results from an employee that you did pre-pandemic, then use the same process you did before like goalsetting, feedback and consulting your HR advisor. Employees still want to know what the expectations are of them during WFH. They want to know what is different and what is the same, and how you will handle an achievement or lack of performance on their part – one way is to seek to understand what might have contributed to the situation. WFH for some employees is “working from home with my kids beside me doing online learning, the FedEx delivery truck ringing the doorbell, the dog not staying in the kennel, and aging parents needing help.” You do need to get at the heart of the issue – is it WFH challenges or performance challenges? These might not be the same.

WFH Reality #2 – Team Vision Has Changed

Regardless of how much time you spent recreating the team vision or not, know that is has organically changed, whether you intended it to or not. It changed. What a great opportunity to make it official!

Flex your Trust Muscle:

  • Lead an update of the team vision (One-year anniversary edition): Yes, mark it and be intentional with your employees about carving out dedicated time to revisit your team vision or team charter. Ask questions of your employees about what to keep doing, stop doing, or start doing for key components of:
    • communication
    • goalsetting
    • relationship building
    • conflict handling
    • supporting each other

For example, for relationship building some leaders have made the first team meeting agenda item “Coffee Chat” before any agenda item comes up for business – in an effort to fill the gap of not seeing each other down the hall or in the lunchroom; while in-person experiences truly can’t be replaced, new actions can help fill parts of that gap. For now. To begin, start with this exercise:

Team Vision Chart

WFH Reality #3 – You as a Changing Leader

You are a different leader now. Yes, you are. First, congratulations on transitioning your team to WFH during this once-in-a-lifetime career event. Secondly, plan for your next piece of growth and improvement

Flex Your Trust Muscle:

  • Always ask “What is the learning here, Linda?” My mentor used to ask me this all the time. Take honest stock of what you did well this year and what you did not. What did you learn about yourself?
  • Train your trust muscle for the next transition: WFH is likely not going away completely. Many people believe we will evolve to another “new normal”, and things will not go back to the way it was for all organizations. So, get ready to build more trust with your employees because you will be leading them and collaborating with them into the next transition. In their book “Unleashed: The Unapologetic Leader’s Guide to Empowering Everyone Around You”[1] authors Frances Frei and Anne Morriss explain trust is the input that makes the leadership equation work: “If leadership is about empowering others, in your presence and your absence, then trust is the emotional framework that allows that service to be freely exchanged. I’m willing to be led by you because I trust you”. Reflect on how well you may be trusted by others, by using their trust triangle of authenticity, logic, and empathy. People tend to trust you when they think they are:
    • interacting with the real you (authenticity)
    • when they have faith in your judgement and competence (logic)
    • when they believe that you care about them and where they are coming from (empathy)

When trust is lost, you can almost always trace it back to a breakdown to one of these drivers. Ask yourself: You want others to trust you, right? Which one, if you had to pick, do you think you should strengthen? Pay more attention to it.

In summary, as leaders you can improve how you can trust that your employees are working at home by intentionally taking action on your own leadership fitness as outlined in these “Flex Your Trust Muscle” tips.

  • Pull on your empathy emotional intelligence
  • Monitor with conversation not technology
  • Lead an update of the team vision (One-year anniversary edition)
  • Always ask “What is the learning here?”
  • Train your trust muscle for the next transition

WFH is still challenging everyone to keep learning new ways on how to work – and trust – virtually and effectively.

About the Author

Linda Allen-HardistyLinda Allen-Hardisty is an ICF-certified executive coach, a senior OD professional, a chair at The Executive Committee (TEC) Canada, and a contributing member of Forbes Coaches Council. She’s built a reputation as a vibrant, contemporary voice in the business world by blending her grounding in organizational development with a practical approach to addressing business challenges. Over her 20-year OD career, she has helped many leaders – from corporate executives to entrepreneurs – improve their personal and professional success. She is a sought-after facilitator for executive development, organizational change and culture, team effectiveness, and emotional intelligence. With a Masters of Education from the University of Regina and a certificate in Organizational Development from Queen’s IRC, Linda’s uniqueness is that, prior to private practice, she fulfilled corporate leadership roles including the Director of Organizational Development in a company listed on the Hewitt Top 50 Employers in Canada, and became the first Manager of Strategy and Performance for a municipal government undertaking cultural transformation.

Linda is the lead facilitator for the Queen’s IRC Building Trust in the Workplace program.

 

[1] Frei, F. & Morriss, M. (2020). Unleashed: The Unapologetic Leader’s Guide to Empowering Everyone Around You. Retrieved March 15, 2021, from  https://www.amazon.ca/Unleashed-Unapologetic-Leaders-Empowering-Everyone/dp/1633697045.

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