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What are the best practices for using face-to-face communication to build trust with employees?

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Face-to-face communication is one of the most effective ways to build trust with employees, especially in times of change or uncertainty. However, it also requires careful planning, preparation, and execution to avoid misunderstandings, conflicts, or missed opportunities. In this article, you will learn some of the best practices for using face-to-face communication to build trust with employees in the context of internal communications.

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1 Choose the right time and place

One of the first steps to ensure a successful face-to-face communication is to choose the right time and place for it. You want to avoid interrupting your employees' workflow, distracting them from their priorities, or making them feel uncomfortable or pressured. You also want to consider the purpose, tone, and length of your message, and select a setting that matches it. For example, if you want to deliver a positive feedback, praise, or recognition, you might choose a casual and informal setting, such as a coffee break, a lunch, or a team meeting. If you want to discuss a sensitive or complex issue, such as a performance review, a conflict resolution, or a change initiative, you might choose a more formal and private setting, such as a one-on-one meeting, a conference room, or a video call.

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Oyegun Osamuyimwen

Cyber Analyst / Strategic Communications / MEL Officer at National Agency for the Prohibition of Trafficking In Persons (NAPTIP)
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To effectively communicate with employees, one must be genuine, and authentic, and also be a good listener. You also need to be respectful, supportive, and consistent. You also need to schedule regular check-ins, hold face-to-face team meetings, celebrate successes together, and encourage face-to-face collaboration. Building trust takes time and effort, but it's essential for creating a positive and productive work environment.

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Jessica Gibson

Manager Corporate Communication and Culture @ Damco Solutions || Internal and External Communications | Brand Management | Employer Branding | Organizational Culture
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Face-to-face communication is a cornerstone for building trust with employees. Firstly, active listening is key—show genuine interest in what they have to say. Establish a comfortable environment, fostering open dialogue and encouraging questions. Non-verbal cues play a big role, so maintain eye contact and use positive body language. Transparency is crucial; be open about goals, challenges, and decisions. Recognize achievements publicly, reinforcing a culture of appreciation. Lastly, be approachable and authentic, showing that you value their input. Face-to-face interactions create connections that go beyond words, laying the foundation for a trusting and collaborative work environment.

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2 Prepare your message and objectives

Another important step to ensure a successful face-to-face communication is to prepare your message and objectives beforehand. You want to have a clear and concise message that conveys your main points, your expectations, and your desired outcomes. You also want to have a clear and realistic objectives that align with your message, your audience, and your context. For example, if you want to communicate a new policy, procedure, or strategy, you might have a message that explains the rationale, the benefits, and the implications of the change, and an objective that aims to inform, persuade, and motivate your employees to adopt it. If you want to communicate a feedback, a suggestion, or a request, you might have a message that provides specific examples, evidence, and reasons for your input, and an objective that aims to improve, support, or collaborate with your employees.

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3 Use active listening and empathy

One of the most crucial aspects of face-to-face communication is to use active listening and empathy. You want to show your employees that you are genuinely interested, attentive, and respectful of what they have to say, and that you understand their perspective, feelings, and needs. You can do this by using verbal and non-verbal cues, such as nodding, smiling, eye contact, paraphrasing, summarizing, asking open-ended questions, and providing feedback. You also want to avoid interrupting, judging, criticizing, or dismissing your employees' opinions, concerns, or emotions. By using active listening and empathy, you can build rapport, trust, and engagement with your employees, and create a positive and constructive dialogue.

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Ellen Gerstein

Award-Winning Content Marketer and Social Media Strategist ★ Digital Communications Pro ★ Brand Storyteller ★ Employee Advocacy Program Champion
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It's not all about what you say, it's what you hear. You're there for your employee to talk TO you, and it's your job to listen. Wait to judge, don't interrupt, and be sure to think before you speak. Trying this technique not only helps you connect, it takes pressure off your brain that is rushing for the next topic to interject on.

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4 Adapt your communication style and tone

Another essential aspect of face-to-face communication is to adapt your communication style and tone to your audience and situation. You want to use a language, a tone, and a delivery method that suits your employees' preferences, expectations, and needs. You also want to consider the culture, the values, and the norms of your organization, and how they influence your communication. For example, if you work in a hierarchical and formal organization, you might use a more authoritative and professional communication style and tone, and emphasize your position, your expertise, and your credentials. If you work in a flat and informal organization, you might use a more collaborative and friendly communication style and tone, and emphasize your relationship, your feedback, and your appreciation.

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Shauna Elkin

Director @ Pfizer | Corporate Communications | Executive Communications | Employee Engagement | Change Management | Internal Communications | Data-Driven Strategist
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Ensure that your language, tone and posture are appropriate to the situation, content and audience. The setting is also crucial - leaders sitting on a sofa with cushions sends a different signal than high-top chairs and tables, or two small chairs and a table. Think about the atmosphere, tone and content as all integrated parts of the message you are conveying. Dissonance across these components can create a feeling of disingenuousness.

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Serena Jweinat
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You'll also need to be flexible and agile. Sometimes, the situation or audience's mood may change rapidly, and communicators should be prepared to adjust their style and tone accordingly.

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5 Follow up and follow through

The last step to ensure a successful face-to-face communication is to follow up and follow through. You want to make sure that your message was understood, that your objectives were met, and that your employees are satisfied and supported. You can do this by sending a summary, a confirmation, or a thank-you note after the communication, and by providing additional information, resources, or guidance if needed. You also want to make sure that you keep your promises, that you deliver on your commitments, and that you monitor and evaluate the results of your communication. You can do this by setting deadlines, milestones, and indicators, and by providing feedback, recognition, or rewards if appropriate. By following up and follow through, you can reinforce trust, credibility, and accountability with your employees, and improve your communication outcomes.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Howard Krais
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I've worked in environments where the starting position of leaders can be that their employees don't / won't have the time to take part in face to face activities. This might be because they are on tight shifts, or expected to be spending almost all of their time on fee-paying customer related work or a range of other reasons. The key is to position face to face activity as a necessary way of communicating / engaging. Show how face to face can support better adoption of change, grow trust and build engagement. If leaders (especially the most senior) buy that then suddenly things can change and time can be found. The lesson is position your face to face activities correctly & you will find opportunities to do more grow fast.

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What are the best practices for using face-to-face communication to build trust with employees?

1

2

3

4

5

6

1 Choose the right time and place

2 Prepare your message and objectives

3 Use active listening and empathy

4 Adapt your communication style and tone

5 Follow up and follow through

6 Here’s what else to consider

Internal Communications

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What are the best practices for using face-to-face communication to build trust with employees?

1

2

3

4

5

6

1 Choose the right time and place

2 Prepare your message and objectives

3 Use active listening and empathy

4 Adapt your communication style and tone

5 Follow up and follow through

6 Here’s what else to consider

Internal Communications

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