Being a Servant Leader When Trust Has Been Broken

By Philip Burgess | UX Research Leader

Trust is the foundation of any strong team or community. When trust breaks down, it can feel like everything is at risk. For a servant leader, whose role is to support and serve others, broken trust presents a unique challenge. How do you continue to lead effectively when the very bond that connects you to your team is damaged? This post explores practical ways servant leaders can rebuild trust and restore healthy relationships.

A weathered wooden bridge over a calm river, symbolizing rebuilding connections

Understanding the Impact of Broken Trust

When trust is broken, it affects more than just feelings. It disrupts communication, lowers morale, and reduces collaboration. Teams may become defensive or disengaged. For a servant leader, this means the usual approach of guiding and supporting others may not work as expected.

Trust breaks down for many reasons: unmet expectations, miscommunication, mistakes, or even external pressures. Recognizing the cause helps tailor the response. For example, if trust broke due to a mistake, transparency and accountability become critical. If it’s due to miscommunication, improving dialogue and listening skills is key.

Steps to Rebuild Trust as a Servant Leader

Rebuilding trust takes time and consistent effort. Here are practical steps servant leaders can take:

1. Acknowledge the Issue Openly

Ignoring or minimizing the problem only deepens the divide. A servant leader must openly acknowledge that trust has been damaged. This means having honest conversations without defensiveness or blame.

Example: A team leader notices tension after a missed deadline. Instead of avoiding the topic, they call a meeting to discuss what happened, inviting everyone to share their perspective.

2. Show Genuine Empathy and Listen Actively

Empathy is at the heart of servant leadership. When trust is broken, people want to feel heard and understood. Active listening means giving full attention, asking clarifying questions, and reflecting back what you hear.

Example: During a one-on-one, a leader listens carefully as a team member expresses frustration about feeling overlooked. The leader acknowledges these feelings and asks how they can better support the individual.

3. Take Responsibility and Be Transparent

A servant leader leads by example. If you contributed to the breakdown, admit it clearly and sincerely. Transparency about what went wrong and what will change builds credibility.

Example: A project manager admits to poor communication that caused confusion. They explain steps to improve updates and invite feedback regularly.

4. Focus on Consistency and Follow-Through

Trust grows when actions match words. Commit to small, consistent behaviors that demonstrate reliability. This could be meeting deadlines, following up on promises, or simply being present.

Example: A leader commits to weekly check-ins and consistently shows up prepared, signaling dependability.

Close-up of a hand planting a small tree seedling in soil, representing growth and renewal

Cultivating a Culture That Supports Trust

Rebuilding trust is not just about fixing one relationship but creating an environment where trust can thrive. Servant leaders can foster this culture by:

• Encouraging Open Communication

Create safe spaces where team members feel comfortable sharing concerns and ideas without fear of judgment.

• Promoting Accountability

Encourage everyone to take responsibility for their actions and support each other in learning from mistakes.

• Valuing Contributions

Recognize and appreciate the efforts of others regularly to build mutual respect.

• Supporting Growth

Invest in development opportunities that help individuals build skills and confidence.

Practical Example: Turning a Crisis into an Opportunity

Consider a nonprofit leader whose team lost trust after a funding mistake. Instead of hiding the error, the leader gathered the team, explained the situation honestly, and invited ideas for recovery. They implemented new checks and involved the team in decision-making. Over time, the team felt more connected and empowered, turning a crisis into a chance to strengthen bonds.

Final Thoughts on Leading Through Broken Trust

Broken trust challenges servant leaders to deepen their commitment to serving others. It requires courage to face difficult truths, humility to admit faults, and patience to rebuild relationships. By focusing on empathy, transparency, and consistent actions, servant leaders can restore trust and create stronger, more resilient teams.

If you are facing broken trust in your leadership role, start with one small step today: listen deeply to someone on your team and ask how you can support them better. Trust grows from these simple but powerful acts.