How Nurse Leaders Can Rebuild Trust With Their Team

May 26

The team I inherited was broken. They had experienced regular leadership changes and the fractured relationships on the unit created communication issues and cliques. Without anyone consistently at the helm, there were no standards of care - everyone was doing it “their way” and they bristled at the idea that their way might not be the best way. The unit was divided into the few Loyals - those who were willing to support (one more time) a new leader - and the Grumblers - those informal leaders and their followers who did nothing but complain, wearing everyone out with their negativity.

The majority of them trusted no one - particular no one in leadership. It was evident that their plan was to outlast me - just like they had outlasted their other leaders.

If you’re a nurse leader navigating the slow and often uncomfortable work of rebuilding trust with your team, you’re not alone - it happens to all of us at some point in our careers. Whether you’ve stepped into a unit that’s seen leadership turnover, or you’re working through your own missteps that caused fractures in relationships, trust can be rebuilt, one small, meaningful action at a time.

Here’s how:

1. Acknowledge the Disconnect—Without Excuses

Avoid the temptation to smooth things over with quick fixes or empty promises. Instead, lead with an appreciative approach to send the message that you’re fully aware of the trust issues and that you’re there to help repair them.

“I know there’s been a breakdown in trust. I want to be part of making things better. Tell me about a time when you felt like you could trust your leadership. ”

2. Listen Generously

Rebuilding trust means that you need to understand why trust is broken to begin with and, respecting that history, help the team find a way forward. That means creating space for your team to speak, even when it’s hard to hear. Set up structured listening opportunities:

One-on-one check-ins
Anonymous feedback tools
“Open door” times where staff know they can safely speak up
A facilitated Appreciative Inquiry session which supports the process where everyone’s voice is heard and validated in a positive, meaningful way.

Of course, the key is not just listening, but then acting on what you heard and enlisting your team to help. You can’t fix trust issues on your own - it takes everyone being engaged. A “You Said, I Did” strategy is a good one, but a better one is a “You Said, We Did” approach. It’s easier to build trust when team members are actively engaged in progress.

3. Set Boundaries That Create Safety

Contrary to popular belief, strong leadership boundaries build trust and are the underpinnings of a healthy work environment. When staff know what to expect from you and their fellow team members, they feel safer:

Be clear about expectations for communication, interactions, behavior, and feedback and revisit them often.
Follow through on what you say you’ll do.
Be consistent. Nothing destroys trust faster than a leader who treats team members differently.
When you can’t accomplish something they suggested, explain why. A visible stoplight report is an easy communication tool to use that clearly shows what’s been implemented, what’s in the works, and what can’t be accomplished.
Begin with positivity - believe that every person wants to make progress. The laggards will surface in a short period of team, giving you the opportunity to work with them one on one or engage them in different ways.
An excellent starting point is to use the evidence-based AACN Healthy Work Environment Assessment Tool which will give you objective data on where you currently are, and give you a means of measuring progress.

4. Practice Transparent Decision-Making

Another way to erode trust quickly is to make changes without explanation or make changes without involving the people that the change impacts. Sometimes as leaders we have to implement changes that were handed to us - we weren’t given a choice in the matter. But there’s usually some room for making the change positive by hearing the team’s voice during the implementation.

I was in an organization where registration kiosks were being put into our Emergency Department lobby. As caregivers, we were taken aback by the idea that when someone was having an emergency, the first thing they encountered when they arrived in our ED was a machine that they had to navigate on their own before seeing an actual person. So I gathered the team together and explained that we didn’t have a choice in the matter, but I wanted their feedback on what we could do to make the process more patient-centered. This led to a small renovation of the lobby and a minor change to the care delivery model that placed a paramedic at a small desk by the kiosk, making him available to greet patients and better manage patient safety and experience in the ED lobby.

With the engagement of the team, we were able to implement the kiosk and maintain patient-centered care at the same time.

5. Engage in Reflective Practice

Trust-building isn’t just about tasks; it’s also founded in leadership self-awareness. Reflective practice allows you to:

Understand your blind spots
Reconnect with your core values
Show up with more consistency and authenticity

✨ Want a gentle starting point?

If you’re not sure where to begin with reflective practice, I created a free Reflective Practice Workbook on Trust in Nursing Leadership to help you explore these areas in a safe, structured way. It’s printable, shareable, and will help you think on what you should keep doing or what you should change based on your daily experiences.

📥 Download it here for free and use it solo or with your leadership team.

And if you’d like to learn more about what a facilitated Appreciative Inquiry session could do to help you rebuild trust and a healthy work environment in your team, send me a message and let’s talk about it.

Elizabeth Bishop Later