How to Rebuild Trust When Your Team Feels Betrayed: A Leader's Guide to Listening

Hi there,

As promised, I’m here with your weekly dose of clarity and communication inspiration.

This week, I want to talk about managing change—one of the toughest challenges a leader can face.

Change is hard.?

Whether it’s a company-wide shift, restructuring, or layoffs, these moments leave trust between leaders and their teams hanging by a thread.

And yet, trust is exactly what you need if you’re going to lead your team through the storm.

Let me share a story that might hit close to home.

Alicia, an HR Director in the food manufacturing industry, was recently put in charge of a major departmental restructuring. Her team was anxious. And she was feeling the weight of that uncertainty too.

In meetings, there was no energy.?

No questions.?

Just silence and discomfort.?

You could feel the tension in the air.

Alicia, like so many leaders, was doing everything she could to keep her team motivated. But no matter how much she reassured them, something wasn’t connecting.

In most cases, leaders want to know what to say in situations like this. But this is where many get it wrong. It's not about saying more—it’s about listening more.

Why Listening is More Powerful Than Reassurance

It’s easy to feel like we need to say all the right things to keep our teams calm during times of uncertainty. But here’s the truth: people don’t always remember what you said; they remember how you made them feel. And nothing makes people feel more valued than knowing they’ve been truly heard.

Let’s go back to Alicia’s situation.

She spent so much time preparing speeches to reassure her team, highlighting the positives of the upcoming changes. But what her team needed wasn’t more words or explanations—they needed to feel heard.

One day, instead of launching into her usual pep talk, Alicia switched things up. She simply asked her team to share their thoughts and concerns.?

And the key part??

She didn’t interrupt.?

She didn’t rush to defend the changes or brush off their concerns.

She just listened.

Then she did something powerful: she repeated back what they said.        

That day, Alicia saw a visible shift in her team. People started opening up more, and even though the tough changes were still ahead, they were more willing to engage because they felt their voices mattered.

A Simple Strategy to Build Trust: Reflective Listening

Here’s how it works:

1?? Ask your team for their thoughts or concerns about the upcoming changes.

2?? Summarize what they’ve said, then ask, “Did I understand you correctly?”

It might feel like a small gesture, but the impact is immediate. This approach not only shows that you’re paying attention, but it also signals respect for their perspective, even if you can’t address all of their concerns right away. It lets them know you care enough to fully understand.

Try This:

Next time you’re in a meeting, especially during a period of change, try reflective listening. Ask your team to share their thoughts, summarize what you’ve heard, and then ask, “Did I get that right?”

You’ll be surprised at the effect. Team members who feel heard will trust you more, even when the road ahead is uncertain.

Building trust isn’t about having all the answers or solving every problem on the spot. It’s about making people feel that their input is valuable, that they are seen and heard. So, next time you’re navigating difficult changes, remember: listening can speak louder than words.

I’d love to hear how this strategy works for you. Try it and see the immediate shift in your team’s reaction.

With gratitude and excitement,

Alexandra

P.S. If you want to learn more about how to lead your team with clarity and build unshakeable trust even in challenging times, check out my Lead with Clarity program. Let’s transform your leadership communication together.