How to Build Trust with Your Staff as the ACAO

by Tiphanie Mays | Aug 01, 2024 |  PM MAGAZINE – ARTICLE

As the assistant chief administrative officer (ACAO) of an organization, you hold the reins of leadership, steering your team toward success. However, a critical element in this journey is the trust you build with your staff. Trust isn’t given; it’s earned. It’s a vital component that fuels collaboration, innovation, and organizational morale. Here are 10 tried and tested ways that have helped me establish trust with my teams throughout my public service career:

1. Be Transparent.

Transparency is the foundation of trust. Your employees need to feel informed about the organization’s direction, successes, challenges, and changes. Regularly share updates through town hall meetings, emails, or newsletters. This open line of communication reduces uncertainty and demonstrates that you value their right to know.

Tip: Implement a monthly all-staff meeting where you discuss your elected officials’ meetings, upcoming projects, and any organizational changes, such as upcoming staff retirements or resignations. Encourage questions and provide honest answers without breaking “executive privilege.”

2. Lead by Example.

We’ve all heard the expression “from the top down.” As ACAOs, our behavior sets the tone with our team. Leading by example means that we are exhibiting the qualities that we expect from our team: integrity, accountability, and dedication. When employees see these traits in you, they are more likely to mirror them, creating a culture of trust and respect.

Tip: Show up on time, meet deadlines, and be present (purposefully). Looking back, the moments when I have publicly stated in front of my team that I made a mistake are the moments that I can pinpoint when the pendulum swung toward them gaining trust in me. Never deny your mistakes and always take ownership of them!

3. Empower Your Team.

Trusting your employees with responsibilities shows that you believe in their capabilities. Delegate meaningful tasks and give them the autonomy to execute these tasks in their own way. This empowerment fosters a sense of ownership and commitment to the organization’s goals.

Tip: Assign projects based on your employees’ strengths and allow them to take the lead. Provide guidance but avoid micromanaging. And never, never take the individual credit for work that was done by your team. Always give the credit to your team, even if it was your brainchild.