Trust as the ‘differentiator’

One executive spoke about the psychology behind the employee trust gap and how workplaces can “lean into” the people's experience, with reflections on how to create trust amid AI uncertainty.

In a recent HR Leader Podcast, global chief people officer at Qualtrics, Julia Anas (pictured), told HR Leader how HR departments can grapple with boosting employee trust to boost engagement and decrease detrimental outcomes, such as burnout and employees using AI for the wrong purposes.

Leaning into the people experience

Anas stressed the importance of being open to learning and not shying away from the “people experience” in the face of AI, but instead, to “lean into it.”

For her, it is crucial to address the employee trust gap with AI. She noted a global push in every industry on working to embed AI into how they work. This push is causing the technology to constantly evolve and change how they work, “creating some potential uncertainty for employees,” she said.

She also emphasised HR practitioners’ critical role in driving awareness, making employees comfortable enough to continue to “lean in” to AI use; saying that the speed at which the technology evolves can also allow businesses to “evolve at a more rapid speed” than previously.

Creating trust amid uncertainty

Anas pitted the trust gap to uncertainty and discomfort with “the new”.

“I think we have been historic in terms of how we’ve gotten accustomed to working or accustomed to our roles. And some of that familiarity brings comfort. It brings certainty. But this technology is bringing a little bit of uncertainty,” she said.

She emphasised that employers must “create trust” by matching the pace of the employees who are leveraging and finding ways to leverage technology. She said that when employers do not match this pace, employees will find their own ways to “figure it out”.

Companies can best match this pace by establishing governance to make employees understand where they should and should not leverage these technologies, she said. Setting these clear expectations can help close this trust gap to set expectations that are more aligned in terms of employee to employer.

Are employees willing to trust their workplace?

In addition, Anas said that employers who show that they care about their employees’ wellbeing by demonstrating care and compassion to meet the individual where they are at can gain their employees’ trust.

“Understanding your employees and what motivates them and where their challenges are and really taking that time to connect with them at that level will make an impact. They will feel seen and it’s about making sure they understand that you’re there to help them,” she said.

Having a foundation built on trust, which ensures “your people are excited to come to work every day,” allows workers to show up as their best selves, doing their best work, Anas said.

She said that the only way that businesses can drive successful results is through their people. Trust becomes the “differentiator,” she concluded.