What HR needs to change to regain employee trust

When was the last time you heard someone rave about their HR department? If you're like most people, the answer is probably "never". Recent research paints a troubling picture: HR is increasingly seen as complicit in toxic workplace cultures rather than as champions for positive change.

As an author and culture consultant, I've spent years studying how companies can build thriving cultures. What I've found is that many HR professionals are stuck in outdated mindsets and practices that no longer serve today's workforce. It's time for a radical rethink of HR's role, otherwise employees will simply choose to bypass them altogether and render their role redundant.

This has already started. Whilst researching my new book Detox Your Culture (available now), I found that in most of the toxic culture stories, HR had been bystanders or had simply tried to ignore the issues altogether. From Ubisoft to the Confederation of British Industry; from Prince Edward Island University to the Metropolitan Police, there are many case examples of HR routinely ignoring or dismissing allegations of inappropriate or abusive behaviour, often from senior leaders. Employees who were on the receiving end of this behaviour had no choice but to take their allegations to the media leading to huge emotional and reputational harm.

The recent research 'HRM’s Response to Workplace Bullying: Complacent, Complicit and Compounding' in the Journal of Business Ethics should be an eye-opening read for every HR practitioner. The conclusions of the report not only question the role of HR, but also its very existence moving forward.

This should be hugely worrying for HR managers around the world. Not only are they losing trust from workers, they are also seen as part of the toxic culture problem, not the solution.

So what can HR leaders do to regain the trust and confidence of employees? Here are three evidence-based strategies to drive real transformation of the profession:

1. Become a culture expert, not just a policy enforcer

Too many HR teams are still relying on decades-old theories about organisational culture. It's time to get curious and embrace continuous learning about a topic that changes every year. Seek out alternative programs that focus on cutting-edge research and tactics on how to build psychological safety, belonging, and team dynamics. Edgar Schein's decades-old theories and Peter Drucker's 'Culture eats strategy for breakfast’ quote will only get you so far. Make understanding - and practising - culture your superpower.

2. Prioritise people over paperwork

HR's core mission should be creating an environment where people feel safe, respected, and empowered to do their best work. Yet many departments get bogged down in bureaucratic processes or a slavish devotion to having people complete an online performance review that often adds little value to the employee experience. Some process is important, but not as important as kindness, empathy, compassion, understanding and discipline to do the right thing. Challenge yourself: How can you strip away unnecessary complexity and focus on what truly matters to employees?

3. Cultivate moral courage

Standing up to powerful leaders who engage in toxic behaviour isn't easy. But it's essential if HR wants to be seen as a trusted advocate for employees. Make performance management processes easy to follow, use independent people to investigate bullying claims and take a zero tolerance approach to anyone that diminishes the self-worth of another human being, regardless of their position within a hierarchy. Don't let seniority get in the way of humanity and don't override your conscience in favour of harmony. And remember: your integrity is your most valuable asset. 

HR has work to do if it is to regain the trust of employees. The future of the profession isn't about policing policies or pacifying executives. It's about being a catalyst for building cultures where people feel safe to thrive. These three actions will provide the foundations from which to rebuild worker confidence in their ability to represent them. Which does your HR department need to work on first?

My new book is out now and it’s essential reading for anyone who wants to create a safe culture where people can do their best work.