5 Ways to Build Employee Trust for Less Turnover and Fewer Incidents
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Over the past few months, we’ve seen employees quit in record numbers. While there are many reasons for “The Great Resignation”, a standout is employee trust. A study from Gallup suggests that only one in three employees strongly agree that they trust the leadership of their organization. Employees want to trust the companies they work at and the people they work with. They want to feel comfortable coming to HR with their complaints and concerns. But building trust takes time, and effort. As organizations are planning their post-pandemic strategies, now is a perfect time to place an intentional emphasis on building trust.
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5 Ways to Build Employee Trust for Less Turnover and Fewer Incidents
- 1. 5 Ways to Build Employee Trust for Less Turnover and Fewer Incidents Sharlyn Lauby, SHRM-SCP Jakub Ficner, i-Sight
- 2. Today’s Agenda • The current state of trust in the workplace • The benefits of having a high-trust culture • 5 activities to create more workplace trust • How to measure the results of your efforts
- 3. Today’s Presenters Sharlyn Lauby, SHRM-SCP President, ITM Group Inc. Author, HR Bartender Jakub Ficner Director of Partnership Development i-Sight
- 4. The Current State of Workplace Trust • Only 1 in 3 employees strongly agree that they trust the leadership of their organization. (Source: Gallup) • Edelman Trust Barometer 2021 report • 78% of employees trust their co-workers • 77% trust their manager • 71% trust the executive team • 70% trust HR
- 5. The Benefits of a High-Trust Culture • 106% more energy • 75% more engagement • 50% higher productivity • 29% more satisfaction • 74% less stress • 40% less burnout • 13% fewer sick days
- 6. 5 Activities to Create More Workplace Trust Create an ethical culture 1 Design fair and equitable policies, procedures, and guidelines 2 Train employees, then get out of the way 3 Prioritize employee wellbeing and safety 4 Provide a mechanism for feedback 5
- 7. Poll: Does your organization have a code of ethics? A. Yes, and it works for our organization. B. Yes, but we still have some ethical challenges. C. Not yet, we’re considering it. D. No, we don’t feel it’s necessary.
- 8. 1. Create an Ethical Culture • Make ethics everyone’s responsibility • Have an ethics standard • Communicate it during orientation and onboarding • Connect it during training programs • Use it during decision making • Strong ethical cultures report positive outcomes • Less pressure to compromise ethical standards • Less observed misconduct • More reporting of observed misconduct • Less retaliation for reporting
- 9. In turn, these things will help you create a better, more ethical culture. It’s a cyclical relationship! • Protect complainants from retaliation • Address and resolve the case in a timely manner • Maintain thorough documentation of every step of the process, from initial complaint to final investigation report • Track each step of the investigation so nothing slips through the cracks • Manage the outcomes • Use historical case data to drive policy If an issue does occur, an ethical organization will have the tools in place to:
- 10. 2. Design Fair and Equitable Policies, Procedures, and Guidelines • This doesn’t mean that everyone is treated the same. • Employees feel that policies, procedures, and guidelines work well for all. • Includes the way that suggestions, concerns, and investigations are handled.
- 11. Emerging factors that make incident management and prevention more important than ever: • Social media • Whistleblower protection • Compliance (good record-keeping) • Labor shortage New workplace concerns that can impact equity: • Hybrid/remote work • DEI • Psychological safety Equity in the New World of Work
- 12. 3. Train Employees, Then Get Out of the Way • This is important for building trust in the manager / employee relationship. • Managers should give employees the tools they need to do the work successfully. • Then trust them to get the work done. • Hold employees accountable for results. • Very applicable in today’s onsite / hybrid / remote workforce
- 13. Data Analytics Improve Training Impact • Detailed reporting provides information on the numbers and types of cases, helping you identify risks to address with training and other prevention methods. • The ability to analyze cases by cost center has provided insight into trends and put the data into context. • LA Metro has been able to identify certain divisions with more civil rights cases than others and target training to those divisions. • They’ve also reduced their risk of lawsuits through timely and thorough complaint response and resolution.
- 14. 4. Prioritize Employee Wellbeing and Safety • Employee burnout and stress cost organizations anywhere from $125 to $190 billion dollars each year. • Employees overwhelmed by amount of work • Lack of recognition • Relationship with manager • Employee Safety Report 2022 (Source: AlertMedia) • 73% of employees feel safety is “extremely” important • 53% of employees feel that their employer considers safety “extremely” important
- 15. Poll: What’s the primary way that employees provide feedback to your company? A. Speaking with HR or a member of the management team B. During one-on-one meetings with their manager C. Through a confidential reporting line D. We would need to research this…
- 16. Efficient Case Management Protects Complainants • A culture that encourages reporting must act on complaints quickly and effectively. • Whistleblower protection is paramount to avoid retaliation and compliance lapses. • To achieve this, you need: • Rapid response tools from the outset • Workflow timeline that is proven and transparent • Checks in place to guard against delays
- 18. 5. Provide a Mechanism for Feedback • Trust means listening to employees and responding to concerns • Organizationally: check-ins, engagement surveys • Departmentally: step-level interviews, stay interviews • Individually: one-on-one meetings
- 19. Feedback Data Helps Reduce Future Risks • Multiple channels of feedback can be analyzed together • Data can be used to pre-empt minor issues BEFORE they become major incidents • For example, if requests for support with HR are increasing, you can pinpoint areas for focus, or new/updated policies that would be helpful • Exit interviews can shine a spotlight on compliance issues or leader weaknesses
- 20. 5 Activities to Create More Workplace Trust Create an ethical culture 1 Design fair and equitable policies, procedures, and guidelines 2 Train employees, then get out of the way 3 Prioritize employee wellbeing and safety 4 Provide a mechanism for feedback 5
- 21. Measuring Results Benchmarking question on employee surveys eNPS (Employee Net Promoter Score)
- 22. T h a n k Y o u f o r P a r t i c i p a t i n g Find more free webinars: www.i-sight.com/resources/webinars @isightsoftware C o n t a c t S h a r l y n L a u b y C o n t a c t i - S i g h t webinars@i-sight.com https://www.hrbartender.com https://www.linkedin.com/in/sharlynlauby/ @hrbartender @Sharlyn_Lauby
Notas del editor
- Sharlyn Lauby is an author, speaker, and consultant. She has been named a Top HR Digital Influencer and is best-known for her work on HR Bartender, a blog and podcast focused on being a friendly place to talk about workplace issues. HR Bartender has been recognized as one of the Top 5 Blogs read by HR professionals by the Society for Human Resource Management (SHRM) and best business blog by the Stevie Awards. Publications such as Reuters, The New York Times, ABC News, and The Wall Street Journal, have sought out her expertise on topics related to human resources and the workplace. Sharlyn is the author of “The Recruiter’s Handbook: A Complete Guide for Sourcing, Selecting, and Engaging the Best Talent” and “The SHRM Essential Guide to Talent Management”, which are available on Amazon. Her personal goal in life is to find the best cheeseburger on the planet.
- Sharlyn One in three employees in Gallup's global database strongly agree that they trust the leadership of their organization. https://www.gallup.com/workplace/258197/why-leaders-employees-trust-don.aspx While the study is a few years old, it aligns with a more current report from Edelman. According to the 2021 Edelman Trust Barometer Special Report: The Belief-Driven Employee, some 78% of employees said they trusted their co-workers, followed by their direct manager (77%), chief executive (71%), and head of human resources (70%). https://www.edelman.com/edelman-trust-institute/rebuilding-trust/kevin-j-delaney These might sound like high numbers – in the 70s – but it means one in four employees doesn’t trust someone they work with. Sadly, the HR number is worth attention. If employee’s don’t trust HR, how do we know that we’ll hear about concerns when they happen.
- Sharlyn The benefits of having a high-trust culture. This should go without saying, but let’s say it anyway. A high-trust culture is one where there are shared values and a mutual respect of employees – at every level of the organization. High-trust companies report 74% less stress, 106% more energy, 50% higher productivity, 13% fewer sick days, 75% more engagement, 29% more satisfaction with their lives, and 40% less burnout. https://hbr.org/2017/01/the-neuroscience-of-trust
- Sharlyn We’ll cover each of these in more detail.
- Sharlyn ECI’s 2021 Global Business Ethics Survey Report, 85% of employees who worked at an organization with a strong ethical culture reported other positive outcomes. https://www.ethics.org/global-business-ethics-survey/ Less pressure to compromise ethics standards Less observed misconduct More reporting of misconduct observed Less retaliation for reporting Make ethics everyone’s responsibility.
- Sharlyn
- Sharlyn
- Sharlyn Prioritize employee wellbeing. https://www.i-sight.com/wp-content/uploads/2020/11/Mental-Health-Checklist.pdf This includes employee safety. Employee burnout and stress cost organizations anywhere from $125 to $190 billion dollars a year. The biggest factor in these costs was high demands at work. https://hbswk.hbs.edu/item/national-health-costs-could-decrease-if-managers-reduce-work-stress NOTE: Safety is more than slips, trips, and falls. While we need to safeguard for those, employees are also concerned about cybercrime and the pandemic. https://www.alertmedia.com/blog/workplace-safety-statistics/ Psychological safety is an important part of building trust.
- Sharlyn
- Sharlyn Are you trusted to get your job done? Do you feel that you have the autonomy to make decisions about your work? Do you feel your opinion is valued? I trust my co-workers to do their job well. I believe company policies are fair. I act knowing that my supervisor will keep their word.
- Seed Questions How can we help managers realize that trust might be an issue with our workforce? Are there questions we can ask employees about trust during interviews? Tell me about a time when you weren’t in a trusting relationship with a co-worker. What did you do to build a more trusting relationship? Tell me about a time when you had to support a decision that did not benefit you personally. How did you handle it?