With genuine effort, yes

Trust is like oxygen – easy to take for granted but critical to survive. A little breakdown in trust, whether it’s between team members, a manager and their team, or across departments, can leave everyone feeling deflated, frustrated, or downright furious. But trust isn’t necessarily gone for good when it’s broken… although it depends on the situation, the severity, and each individual’s feelings about it. The messy part of trust breakdowns comes from the fact that humans are involved and we are, by nature of our humanity – messy.

For purposes of this particular musing, I’m talking about situations in workplaces that cause a trust breakdown. Typically, with genuine commitment from those involved and a few genuine, intentional steps, trust can be rebuilt stronger than before. Did you catch my repeated use of the word, “genuine”? We see disingenuous commitment to relationships all the time. And if we have hope for a real return to trust, all parties have to have genuine intentions.

Okay, so something has gone down at work. You’re upset and you’re wondering if you can ever trust that person or team again. Can you continue to work together, or is this relationship a lost cause? And where does that leave us?

I have a few thoughts on how we can make things right and rebuild trust after it’s taken a hit.

Face the Issue Head-On

First things first: recognize that trust has been broken, and call it out. Whether it’s a missed deadline, a broken promise, or a perceived lack of respect, leaders should be the first to say, “Hey, I know something went wrong here.” Taking responsibility, even when it’s uncomfortable, sets the tone for accountability, honesty, and gives others permission to admit their role in the snafu.

It’s not helpful to make excuses or finger-point. The key is to accept that there’s a problem and to show respect for people by talking about it directly. A genuine apology goes a long way, especially if it recognizes the impact on others.

Poke Around for the Real Cause

Trust isn’t usually broken overnight; it’s often the result of underlying issues like communication breakdowns, unmet expectations, cultural gaps, or personality differences (or all of the above). Getting to the root of what went wrong is essential. Take time to listen to what everyone involved has to say. This isn’t a “feel-good” exercise; it’s critical for figuring out how to prevent similar issues from happening again. 

In team vs. team breakdowns, leaders might consider gathering input confidentially or having team discussions where employees can openly talk about what they feel caused the trust rift. Beware: people are unlikely to be transparent and honest unless there’s a very high level of trust and psychological safety within the team. But uncovering the causes of the issue shows that you’re not just interested in surface-level fixes; you’re committed to real change.

No Surprises

One of the biggest reasons trust breaks down is lack of communication. So, make open, honest, and complete communication a standard, especially about what’s being done to fix things. Leaders can start by explaining their decisions openly, checking in with their teams, and letting people know what’s happening behind the scenes. Even when a leader can’t share every detail due to confidentiality, they can assure their team that they’re sharing all that they can and will continue to do so.

To make trust stick, transparency and open communication needs to become a habit, not a one-off. Keeping people in the loop, even when it’s about something small, reinforces trust over time.

Follow Through

Follow-through is everything – without it, you’re just piling on more reasons for people not to trust you. So, pick specific actions and start small if you need to, but do what you say you’ll do, and do it consistently.

Make Space

Rebuilding trust is a slow process. People don’t just “get over it” because you think they should. Even if you’re ready to move on, notice what’s going on with your team and focus on consistent actions that show you’re serious about making things right.

Commit to Culture

After dealing with a breach of trust, the ultimate goal is to make it part of your company’s culture to protect it. Emphasize that trust building is something you value every day. With each step, trust will become less fragile and more embedded in your team’s daily interactions.

Want More Trust?

Two of my colleagues host a brilliant podcast called Trust on Purpose, where they discuss how it’s built, maintained, and rebuilt after a breakdown, using their real-life experiences and observations as workplace coaches. You’re likely to find an episode or few that help you understand how to tackle a situation in your own life. And if you’ve got a scenario you want the hosts to unravel in a future episode, they love listener stories!