The Two-Faced HR: Friend or Foe in the Workplace?
Trust is the bedrock of healthy workplace culture
Trust is the bedrock of any healthy workplace culture.
Kathie Owen Bio
When employees trust their HR team, they’re more engaged, collaborative, and committed to their work.
However, as we know too well from experience, when trust in HR erodes, the impact on morale and productivity can be profound.
I once observed a team where the HR department's actions led to a loss of trust, creating a ripple effect of disengagement and quiet quitting that could have been prevented.
Today, let’s dive into why HR’s role in fostering trust is crucial and explore actionable ways HR leaders can strengthen workplace relationships and repair trust when it’s been broken.
We’ll pull insights from sources like The Charisma Myth, where effective leadership is rooted in presence, warmth, and power, and draw on the empowering perspective of the "Chief Encouragement Officer" (CEO) approach, which prioritizes authentic support and upliftment in the workplace.
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Transparent and Consistent Communication
Transparency and Consistent Communication
Transparency is the starting point for any trusting relationship, and for HR, it’s foundational. When employees feel informed, they feel respected.
Lack of communication, or worse, selective communication, erodes trust quickly. Let’s consider a workplace where HR “picks and chooses” who is informed about policy changes, promotions, or new initiatives.
Not only does this foster rumors and resentment, but it also sends a message that only certain employees “deserve” transparency.
How HR Can Build Trust Through Transparency:
Regular Updates: Share timely information with the entire team, not just a few. Consider monthly newsletters, company-wide emails, or regular Q&A sessions to address any ongoing changes.
Be Honest and Direct: If policies are changing or decisions are being made, be open about the "why" behind them. Employees respect honesty, even when the news isn’t ideal.
Encourage Dialogue: Make feedback a two-way street. An open-door policy helps HR stay aware of what’s on employees’ minds, which brings us to our next point—active listening.
Practice Active Listening and Show Empathy
Practice Active Listening and Show Empathy
Empathy is one of HR’s superpowers but also one of its biggest challenges.
True empathy requires HR professionals to not only hear employees but also actively listen and understand their perspectives.
In The Charisma Myth, author Olivia Fox Cabane emphasizes that empathy and presence create a magnetic influence. Employees feel valued when they are truly heard.
How HR Can Build Trust Through Listening:
Conduct Regular Check-Ins: Hold one-on-one sessions with employees. These should be genuine opportunities to hear what’s going well and what isn’t—not just a box-ticking exercise.
Ask Questions and Follow Up: Showing interest in people’s lives and professional goals fosters a bond. Ask meaningful questions like, “How can we better support you in your role?” and follow up to show you genuinely care.
Acknowledge and Validate Concerns: Sometimes, you won’t have a solution right away, and that’s okay. Simply acknowledging someone’s feelings can go a long way toward building trust.
Ethical Leadership and Accountability
Model Ethical Leadership and Accountability
One of the biggest challenges in HR is upholding ethics, especially when difficult decisions must be made.
However, ethical HR practices lay the foundation for trust. Employees want to feel confident that HR won’t tolerate favoritism, hidden agendas, or unethical behavior.
From my experience, HR losing credibility was a direct result of leadership failing to hold everyone, including themselves, accountable.
How HR Can Build Trust Through Ethics and Accountability:
Lead by Example: Ensure that policies are applied fairly across the board. If favoritism is suspected, HR loses its credibility as an unbiased resource.
Hold Leaders Accountable: When a team sees that HR holds every level of employee accountable, trust grows. Accountability from the top down—making sure leadership follows the same rules as the rest of the team—is crucial. Read my story about bullying in the workplace and how HR did not hold “leaders” accountable.
Admit Mistakes and Apologize: No one is perfect. When HR leaders admit to their mistakes openly, it shows integrity and transparency.
The Chief Encouragement Officer
Serve as the ‘Chief Encouragement Officer’ (CEO)
Building trust isn’t about micromanaging or catching people off-guard—it’s about creating an environment where employees feel supported and inspired.
Think of yourself as the Chief Encouragement Officer. This approach shifts HR’s focus to highlighting employees’ strengths, providing resources for growth, and encouraging each individual to bring their best self to work.
How HR Can Build Trust Through Encouragement:
Celebrate Wins, Big and Small: Recognizing milestones, from professional achievements to personal ones, makes employees feel appreciated.
Regular recognition nurtures a culture where trust and engagement flourish.
Promote Professional Development: Offer career development plans, mentorships, and growth opportunities. When HR invests in employee development, it sends a message that the company believes in their potential.
Support Wellness and Well-Being: Trust is deeply tied to how supported employees feel in their roles.
Offer resources for mental and physical wellness, such as workshops, gym memberships, or mindfulness programs, to show you care about them as individuals, not just employees. Mental health in the workplace.
Clear, fair, and inclusive policies
Create Clear, Fair, and Inclusive Policies
Clarity, fairness, and inclusivity are pillars of a trusting workplace culture. Inconsistent or vague policies leave room for ambiguity, causing employees to second-guess HR’s intentions.
Additionally, inclusivity is not just about diversity quotas; it’s about ensuring every employee feels respected and valued, regardless of their background, gender, or ethnicity.
How HR Can Build Trust Through Policies:
Implement Clear Policies and Procedures: Have a clear process in place for common concerns such as promotions, grievance redressals, and performance evaluations.
Regularly Review and Update Policies: Involve employees in this process—consider their feedback when reviewing company policies.
This approach fosters a sense of ownership and trust in the organization’s direction.
Foster Diversity and Inclusion: Recognize and celebrate diverse backgrounds within the team.
HR should actively work to make sure everyone feels included, which means encouraging open conversations about inclusivity.
Deliver on Promises
Deliver on Promises and Follow Through
One of the simplest yet most powerful ways HR can build trust is by keeping promises. Nothing is more damaging to trust than empty promises or delayed actions.
Employees rely on HR to be consistent and reliable in addressing concerns and delivering on commitments. If trust is to be rebuilt after a period of missteps, the first step is to do exactly what you say you’ll do, every time.
How HR Can Build Trust Through Follow-Through:
Be Clear on Timelines: Whether it’s a policy change or an update on a grievance, set a timeline and keep it.
Take Action on Feedback: If you ask for feedback, act on it. Making small, visible improvements based on employee input can greatly enhance trust.
Handle Complaints Consistently: Use the same approach and procedures for every complaint, regardless of the employee’s position or perceived “importance.”
Cultivate a Culture of Continuous Improvement
Cultivate a Culture of Continuous Improvement
Trust is not a one-time achievement; it’s something that needs to be nurtured continuously.
HR leaders who regularly assess, reflect, and adapt their approach to the evolving needs of their team are the ones who sustain a high level of trust.
Employees value an HR team that proactively looks for ways to improve and make the workplace a better environment for all.
How HR Can Build Trust Through Continuous Improvement:
Conduct Regular Surveys and Assessments: Engage employees through surveys to gauge their trust in HR and identify areas for improvement.
Commit to Learning and Development: Encourage HR teams to pursue ongoing professional development in areas like conflict resolution, leadership, and emotional intelligence.
Adapt Based on Feedback: Employees appreciate a company that learns and grows based on feedback. Continuously tweaking and refining processes shows that HR is committed to a long-term, healthy culture.
The two-faced HR : Friend or Foe in the Workplace
Conclusion
Building and maintaining trust in HR requires a blend of transparency, empathy, ethical leadership, encouragement, clear policies, and consistent follow-through.
When HR departments embody these qualities, they become more than just a department—they become a trusted support system for employees.
When HR loses trust, it can be hard to recover, but it’s not impossible. By embracing these principles and prioritizing a culture of respect and integrity,
HR can restore trust, repair relationships, and, ultimately, create a work environment where everyone feels valued and supported. Remember, HR’s role as a leader of trust-building efforts has the power to shape a vibrant, thriving workplace culture.
In the wise words of The Charisma Myth, embodying presence, warmth, and power can make an HR team not just a trusted resource but a beacon of positivity and progress in the workplace.
Trust starts with you, and with every interaction, you have the opportunity to build a culture where employees feel genuinely seen, heard, and appreciated.
About the Author:
Kathie Owen is a seasoned Corporate Wellness Professional with over a decade of experience driving wellness initiatives.
Kathie Owen, Corporate Wellness Consultant since 2012 (Our Story)
With a rich background as a certified fitness trainer and life coach since 2002, Kathie combines her practical expertise in health and wellness with a deep understanding of psychological principles, thanks to her degree in Psychology.
Her holistic approach to corporate wellness not only fosters a culture of health and engagement among employees but also supports organizations in achieving their most ambitious wellness goals.
Kathie's Coaching and Consulting reflects her passion for empowering corporate executives to create thriving workplace environments through strategic wellness programs and employee engagement.
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