83: The Secret to Ops Team Trust When Everything Changes

Find the full transcript at yourfuturerealized.com/83.

This spring, a pair of eastern bluebirds nested on my back deck for the fourth year in a row. I have no idea why they keep coming back, but I like to think it’s because they feel safe here. Safe enough to show up, even when the weather is unpredictable and the world is changing.

If you’re leading an ops team, you know trust is just as important, and just as fragile. When everything is shifting, it’s easy for people to hold back and wait for someone else to make the first move. But the teams who weather change well are the ones where people feel safe to speak up, admit what they don’t know, and ask for help.

In this episode, you’ll hear how to create that kind of safety and trust, even when you don’t have all the answers. 

Transcript

This spring, a pair of eastern bluebirds nested on my back deck for the fourth year in a row. I have no idea why they keep coming back, but I like to think it’s because they feel safe here. Safe enough to show up, even when the weather is unpredictable and the world is changing.

If you’re leading an ops team, you know trust is just as important, and just as fragile. When everything is shifting, it’s easy for people to hold back and wait for someone else to make the first move. But the teams who weather change well are the ones where people feel safe to speak up, admit what they don’t know, and ask for help.

In this episode, you’ll hear how to create that kind of safety and trust, even when you don’t have all the answers. Find the full transcript at yourfuturerealized.com/83.

How to Build Team Trust in Operations During Change

Hey Ops Execs...

Quick question: When’s the last time you admitted you didn’t have the answer? Be honest. I’ll go first: for me, it was about 10 minutes ago. 

I love how you’re always thinking three steps ahead. It’s what makes you perfect for leading operations: That ability to anticipate problems and keep things moving. But here’s what I notice, even with the best ops leaders, when change hits hard and fast, many feel like they need to project total confidence, even when they’re figuring things out just like everyone else.

Let’s normalize something: In times of major change, nobody has all the answers. Not your CEO, not the consultant they brought in, and not you. And pretending otherwise? It’s exhausting. And it actually undermines the trust your team has in you.

Why Vulnerability Makes Ops Leaders More Effective

Let me share a quick story. I worked with an leader at a tech company going through a massive restructuring. She felt intense pressure to have a plan for everything. She’d stay up late crafting perfect responses, trying to anticipate every question. But her team was still holding back and still hesitant. 

When we dug into it, the problem became clear: Her team didn’t trust the process because they could sense she wasn’t being fully transparent. There was this gap between her polished responses and the messy reality they all knew they were facing.

The shift came when she tried something counterintuitive. In her next team meeting, she said, “Here’s what I know for sure, here’s what I think is likely, and here’s what I’m still figuring out. I’d love your input on that last part.”

The energy in the room completely changed. People started speaking up, offering ideas, asking questions they’d been afraid to ask. One team member even proposed a new workflow workaround that ended up saving them weeks of headaches.

So, what’s really happening here? When you acknowledge uncertainty, you create space for other people to contribute. You show that it’s safe to not have all the answers. And in times of change, that psychological safety is what allows innovation to happen.

Practical Trust-Building Tips for Ops Teams

Here’s a simple practice to try this week: Start your next team meeting by sharing one thing you’re uncertain about. Not in a way that creates anxiety or churn, but in a way that invites collaboration. 

Something like, “I’ve been thinking about X, and I’m not sure what the best approach is. I’d love your perspectives on this.” Then, and this is crucial, just listen. Don’t jump in to solve or defend or put something in action. Let people share their thoughts without fear of judgment.

When someone shares an idea or concern, thank them right away, even if you don’t have an answer yet. Sometimes, courage is contagious. Maybe you’ll discover that that quiet team member has had the solution that you’ve been missing for weeks.

You might be thinking, “But won’t this make me look weak?” Actually, the opposite is true, which is what Google learned in something called ’Project Aristotle*. This was a multi-year study of 180 teams that found that psychological safety was the single most important factor in team success. Teams where people felt safe to admit mistakes and ask questions consistently outperformed those where everyone was trying to look perfect.

It’s a great reminder that sometimes your job isn’t to have the answers. It’s trust yourself and find your own way.

I’ll leave you with this: What’s one fear you’re holding onto that’s keeping you from being fully present with your team?

And if you’re thinking, “I’d love to talk this through with someone who gets it,” you don’t have to go it alone. I’m here if you want a sounding board or a partner in figuring out your next move. You can reach out and connect with me anytime at yourfuturerealized.com/VIP.

You can’t stop the chaos, but you can change the game.

*This episode references Google’s Project Aristotle, a multi-year study of 180+ teams that found psychological safety is the single most important factor for team effectiveness.
 Learn more: https://rework.withgoogle.com/en/guides/understanding-team-effectiveness