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16 Stories of Building Trust Through Emotional Intelligence

13 Mins read

Unveiling the cornerstone of team success, this article offers a deep dive into the power of emotional intelligence with insights from seasoned experts. Discover actionable strategies for building trust and fostering a supportive team environment. These expert-backed approaches empower leaders to navigate the complex emotional landscape of the modern workplace.

Listening to Team’s Emotions

Emotional intelligence has played a pivotal role in shaping the culture of our company. One instance that stands out happened during a particularly challenging period when we were working on a critical project with tight deadlines. Tensions were high, and I noticed that some members of my team were feeling overwhelmed. 

Instead of jumping straight into problem-solving mode, I took a step back and made a conscious effort to listen—not just to the words they were saying, but to the emotions behind them. I acknowledged their stress, validated their concerns, and opened up about my own struggles in managing expectations. This vulnerability helped humanize the situation and allowed the team to feel safe in expressing their own concerns. 

By understanding how my team members were feeling, I was able to tailor my approach in a way that showed empathy. I reassured them that it was okay to have setbacks and that we were all in it together. I made sure everyone knew their work was valued and that their well-being mattered, not just the outcome of the project. This transparency and emotional support helped build trust and foster a more collaborative environment. 

As a result, the team not only came together more cohesively but also went above and beyond to meet our deadlines. They felt empowered and supported, and the quality of our work improved. This experience reinforced for me how critical emotional intelligence is in leadership. It’s not just about managing tasks, but about connecting with people on a human level, understanding their emotions, and building a team dynamic that fosters trust and collaboration.

Max Shak, Founder/CEO, Zapiy

Addressing Performance Factors

Our team encountered numerous setbacks during our product development phase because of competing priorities and increasing pressure. I chose to have one-on-one discussions with team members to understand the factors affecting their performance rather than concentrating only on meeting deadlines. Through active listening and genuine engagement, I found that many people felt burdened because of unclear expectations. 

During a team meeting, I openly addressed their frustrations before presenting a workflow optimization plan that restored a sense of focus for everyone. Task completion rates demonstrated that productivity increased by 25% within a month while internal surveys showed team morale had improved significantly.

The experience showed me how transparency and empathy serve as foundations for establishing trust. I established a non-judgmental space that encouraged team members to express their challenges freely. Although deadlines were met, the sustained results included improved teamwork and a 15% decrease in employee turnover during the subsequent quarter.

Thomas Franklin, CEO, Swapped

Bridging Team Dynamics

One instance that stands out was during a particularly challenging time for our company. We had just onboarded several new team members, and the dynamic between the old and new employees wasn’t as cohesive as I hoped. I could sense tension and hesitancy, especially during team meetings. 

Instead of addressing the situation in a top-down manner, I decided to take a step back and really listen. I scheduled one-on-one conversations with each team member, asking open-ended questions about their experiences and concerns. I made it clear that my focus wasn’t to judge but to understand their perspectives. During these conversations, I picked up on an underlying concern: newer employees felt intimidated, while longer-tenured staff worried about maintaining quality with rapid expansion. I empathized with both sides, acknowledging their feelings and validating their concerns. 

From there, I introduced initiatives to bridge the gap, like peer mentoring programs where experienced team members guided newer ones. I also shared my own challenges as a leader and how I navigated similar situations in the past. This transparency helped foster trust and showed my team that I was committed to creating an environment where everyone felt valued. The result? Morale improved significantly, collaboration increased, and even our customer satisfaction scores saw a boost. Emotional intelligence isn’t just a skill; it’s the glue that holds teams together, especially in a business like ours that thrives on trust and camaraderie.

Hector S Garcia Monzon, CEO & Founder, Baltimore HCS Home Cleaning Services

Acknowledging Team Concerns

In my experience, emotional intelligence has been crucial for building trust with my team. One instance that stands out was during a major company restructuring. I could sense the anxiety and uncertainty among team members, even though they weren’t openly expressing it. Rather than pushing forward with business as usual, I decided to address the elephant in the room.

I called a meeting and spoke candidly about the changes, acknowledging the fears and concerns I knew many were feeling. I shared my own apprehensions and the sleepless nights I’d had wrestling with tough decisions. By being vulnerable and demonstrating empathy, I opened the door for honest dialogue. Team members felt heard and understood, which helped alleviate some of their worries.

This approach paid dividends in terms of trust and loyalty. One team lead later told me, “When you shared your own doubts, it made me realize we’re all in this together. It wasn’t just corporate speak—you really cared about how we were feeling.” This moment of connection formed the foundation for a more cohesive and resilient team as we navigated the challenges ahead.

Gauri Manglik, CEO and Co-Founder, Instrumentl

Validating Team Member’s Efforts

Dealing with a team and their different personalities is always a challenge-everyone brings their own perspectives, emotions, and ways of working. Recently, a team member approached me, clearly upset, and shared that they felt I had dismissed their concept after they’d put in significant time and effort. Their honesty took me by surprise, and I realized this was a pivotal moment where emotional intelligence would play a key role in handling the situation. 

Rather than getting defensive or justifying my decision, I took the time to listen to their concerns fully. I acknowledged their hard work and expressed gratitude for their effort before explaining the rationale behind my decision. I made it clear that it wasn’t about the quality of their idea but about aligning it with the larger goals of the project. By validating their feelings and giving them the space to voice their frustrations, I could see their tension ease. 

I also used the opportunity to reflect on how I could have communicated better earlier in the process, possibly saving them from feeling undervalued. I assured them that their creativity and contributions were deeply appreciated and suggested ways we could incorporate some elements of their concept into future projects. This honest and empathetic exchange didn’t just resolve the immediate issue—it strengthened our professional relationship. 

The team member felt heard, respected, and more motivated to contribute ideas moving forward. It also reinforced an important principle for me: emotional intelligence isn’t just about addressing problems, but about fostering trust and ensuring that every member of the team feels valued, even when difficult decisions have to be made. Moments like this remind me that leading isn’t about being perfect; it’s about showing respect, humility, and a willingness to grow alongside your team.

Jm Littman, CEO, Webheads

Reading Unspoken Cues

One instance where emotional intelligence helped me build trust with my team was during a high-pressure project where deadlines were tight, and tensions were rising. I noticed that, despite no one openly complaining, their body language and tone in meetings signaled stress and frustration. Sometimes, it’s the words not being said that matter most.

Instead of pushing harder, I took a step back and acknowledged the pressure the team was under. I scheduled a quick check-in, not about work, but about how everyone was feeling, giving them space to voice concerns. Just that act of listening and validating their efforts made a difference. We adjusted priorities, redistributed tasks, and improved morale.

The key takeaway? Emotional intelligence isn’t just about reacting to what’s said, it’s about reading the unspoken cues, creating a safe space for honesty, and showing that you genuinely care. That’s how you build long-term trust with your team.

Rizala Carrington, CEO, MyGrowthAgent.com

Supporting Overwhelmed Team Member

A while ago, one of my team members, who was usually on top of everything, started missing deadlines and seemed disconnected during meetings. I pulled them aside for a private chat and asked how they were doing. They admitted they were dealing with some personal issues and felt overwhelmed but didn’t want to burden the team by speaking up.

We worked out a plan together to lighten their workload temporarily by redistributing a few tasks and giving them space to focus on what they felt comfortable managing. I checked in with them weekly, not just about work but to see how they were feeling overall. Over time, they got back on track and felt more confident. What stood out was how this openness encouraged others on the team to communicate better, creating a more supportive environment where everyone felt like they had each other’s back.

Shaun Bettman, Chief Executive Officer, Eden Emerald Mortgages

Addressing Engineer’s Concerns

I have always believed that trust is built in how you respond when people least expect it. During one project back, I noticed an engineer seemed unusually hesitant while explaining their design adjustments during a progress meeting. Their body language showed they were holding back, but no one else seemed to pick up on it. After the meeting, I walked over as they were reviewing the site plans alone and asked a simple question: “What’s your biggest concern right now?”

They looked surprised but then admitted they felt uneasy about a specific reinforcement plan, fearing it might fail under long-term stress. They had second-guessed themselves, thinking they’d be seen as overly cautious. Instead of brushing it aside or calling another meeting, I suggested we quietly run their calculations together after hours. We ended up finding a valid point and adjusted the plan. 

After that, I noticed the way the team’s dynamic shifted, well not just because of a public acknowledgment but because word got around that questioning something here meant being heard, not judged. That one moment strengthened our team’s ability to collaborate without hesitation, which became the foundation for our future projects.

Dan Davidson, Founder & CEO, Build Team

Discussing Emotional Impact of Cases

We had a client with a devastating injury case, and one of our associates was visibly shaken after a particularly tough consultation. Instead of dismissing it as just part of the job, I sat down with him, acknowledging how emotionally draining personal injury law can be.

We talked through the weight of handling life-changing cases and how to process emotions without burning out. That moment of honesty strengthened our professional bond and reinforced that our team isn’t just here to win cases—we’re here to help people, including each other.

Jason B. Javaheri, Co-Founder & Co-CEO, J&Y Law

Empathizing After Project Failure

Running two businesses requires managing the creativity of partnerships and high-stakes moments. Hence, it was emotional intelligence that really showed the way that I connect with my team. I recall this specific instance vividly; there was a product launch that failed.

A member of the team, who put so much love and care into this project, appeared visibly hurt. He seemed like he was feeling that he’d failed us. I did not get too ahead of myself with trying to offer solutions but rather sat down and listened, really listened, and told him how much his effort and creativity were appreciated, even in light of the mistakes made. We went over what was wrong and what could be learned but reminded him that it was okay because mistakes are a part of the process and have nothing to do with who he is.

That was the moment of empathy, and it shifted the energy completely. He felt seen and valued, and it really strengthened our working relationship. More importantly, it fostered trust because he knew I cared about him as a person, not just his output.

Tika Hitchkock, Herbalist / Founder, The Wooed

Connecting Beyond Professional Roles

As a leader managing a team of dispersed recruiters, building trust and fostering strong connections is essential, especially when physical proximity is not an option. One of the key ways I’ve been able to do this is by taking the time to understand the person beyond their professional role. I make a conscious effort to learn about their family, interests, and hobbies, which provides me with deeper insights into who they are and what motivates them.

This form of emotional intelligence has been instrumental in building trust with my team. By showing genuine interest in their lives outside of work, I demonstrate that I value them as individuals, not just as employees. This personal connection creates a sense of loyalty and belonging, and helps my team feel more supported and understood.

Moreover, understanding my team members’ personal interests and challenges allows me to tailor my leadership style to their unique needs. For example, if someone is going through a difficult personal situation, I can offer flexibility or adjust expectations without compromising the overall team goals. By balancing professionalism with empathy, I’ve been able to foster an environment where open communication thrives, and where team members feel safe to express themselves.

Ultimately, this emotional intelligence has strengthened my team’s cohesion and collaboration. The trust we’ve built helps us work effectively despite being dispersed and ensures that we can rely on one another to meet our collective goals.

Jim Hickey, President, Perpetual Talent Solutions

Balancing Self-Awareness and Empathy

Building trust with your team often hinges on two critical elements of emotional intelligence: self-awareness and empathy. These are your leadership superpowers. When navigating difficult conversations, self-awareness helps you stay in tune with your own emotions, recognizing when you feel emotionally charged. This awareness allows you to pause, reflect, and avoid reacting impulsively. Instead of taking someone’s words or actions personally, you can create space to empathize, understanding that others often carry their own emotional storms and past traumas. 

I’ve successfully applied this approach in challenging situations. By staying calm and confident, I’ve been able to defuse tension, demonstrate understanding, and foster an environment where people feel safe. Trust isn’t built in a single moment—it’s cultivated over time through consistent behavior. When you model emotional intelligence, you not only strengthen trust but also encourage others to adopt this approach, creating a ripple effect that benefits the entire team.

Dr. Julie Donley, Leadership Coach and Author, Nurturing Your Success LLC

Responding to Team’s Concerns

Emotional intelligence is essential when guiding a team through significant change. Even positive changes can be stressful, especially when they affect how employees go about their day-to-day work. As a leader, it’s crucial to recognize and respond to your team’s emotions during these times. When you genuinely address their concerns, you build trust by showing you’re committed to their well-being and open to their input.

I experienced this firsthand during a recent upgrade to our systems and technology. We replaced legacy systems with more scalable, flexible solutions and introduced new automation and AI-driven analytics. Some long-time employees expressed concerns that the changes might compromise the human touch in our recruitment process and client interactions. Instead of dismissing these concerns, I held a team meeting to explain the reasons for the upgrades, listen to feedback, and address their worries. Some of their points were valid, so we adjusted our approach to ensure we maintained our personal touch, which reassured the team about the path forward.

By actively listening and demonstrating empathy, I gained buy-in from the entire team, and the implementation was a success. My team trusted that the change would be a positive step because they felt heard and understood. This experience reinforced how emotional intelligence can strengthen trust and foster collaboration during times of change.

David Case, President, Advastar

Maintaining Team Morale

We once had to delay the launch of one of our features due to a technical problem with our AI model. The problem was that our team had been working hard on the feature and everyone was looking forward to the launch. So, as you can imagine, everyone was quite disappointed and demotivated when they found out. Naturally, they needed support and it was my duty to provide it. 

We had a long talk where I acknowledged their emotions and honestly shared mine. I said that I understood they were frustrated and so was I, but it’s okay to feel this way when something you’ve been working on for a long time doesn’t go according to plan. I further assured them that their efforts didn’t go unnoticed. 

And then I tried to look at the bright side to motivate my team. I shared that I think that a challenge like this only makes us stronger and this delay allows us to make our feature not just good, but excellent. All of this was crucial to make sure we kept the team morale high. This situation is just one of the examples of how we try to maintain open communication and the culture of support at our company.

Dmytro Tymoshenko, CEO, Noiz

Developing Emotional Intelligence

One of the most surprising realizations early in my career was how much emotional intelligence (EQ) plays a pivotal role in leadership success, especially for women in leadership. I worked with brilliant women like Emily Langley (a software engineer), and I quickly discovered that without EQ, even the most capable professionals often struggled to achieve their full potential.

Emily was technically excellent, but she faced challenges getting her ideas heard in meetings, despite the quality of her research. This experience highlighted a critical insight: technical skills alone aren’t enough for career success—especially for women navigating environments that may not always value emotional intelligence.

This realization has profoundly shaped my approach to leadership and personal growth. I’ve come to understand that self-awareness, empathy, and social finesse are not just “soft skills”—they are essential for professional growth, particularly in high-stakes environments. The research backs this up: leaders with high EQ outperform their peers in areas like decision-making, team performance, and retention. In fact, studies show that 90% of top performers have strong EQ, and those who cultivate it are better equipped to manage stress, foster trust, and build strong, collaborative teams.

For women leaders, who often face unique challenges like navigating stereotypes and gender bias, low EQ can exacerbate these obstacles. Without the ability to connect with others, manage high-pressure interactions, or read team dynamics, women risk being held back in their careers. On the other hand, developing EQ can lead to greater job satisfaction, stronger relationships, and more resilient career paths.

For example, Dr. Laura Bowman, a senior data scientist, struggled to connect with her team despite being a technical expert. After she developed her EQ, she saw a noticeable shift: her team became more engaged, her projects ran more smoothly, and she received a promotion. This illustrates how EQ development can unlock career growth by improving leadership capabilities and influence.

As I’ve honed my own emotional intelligence, I’ve found it has a significant impact not only on my career trajectory but also on my ability to lead effectively. Building emotional intelligence takes time and commitment, but the payoff is immense. It has reshaped my approach to leadership, enabling me to foster trust, build stronger teams, and communicate with greater empathy.

Zabrina Mok, Founder, Strategic EQ Inc.

Prioritizing Team Well-Being

One of the most profound moments where emotional intelligence helped me build trust with my team was during a particularly challenging project. We had tight deadlines, shifting client expectations, and everyone was feeling the pressure. Instead of focusing solely on productivity, I took a step back to genuinely check in with my team. 

I noticed one of my team members seemed overwhelmed but hesitant to speak up. I approached them privately, not to critique, but to listen. I expressed that their well-being mattered more than the deliverables. As they opened up, I realized it wasn’t just the workload—they were navigating personal challenges, too. 

Together, we adjusted their responsibilities and prioritized what could realistically be accomplished. I reassured them that asking for help wasn’t a weakness but a strength. The rest of the team saw this shift and it inspired a more supportive dynamic where everyone felt safe to share their struggles and collaborate to find solutions. 

That moment reinforced something I’ve always believed: trust isn’t built in the big victories; it’s built in the small moments when we show we truly care. By leading with empathy and action, we not only met our goals but also strengthened the bond within the team, creating a foundation for mutual respect and trust that continues to thrive today.

Prissly Mena, Digital Marketing Specialist, Menapoly Digital

Brett Farmiloe is the founder of Featured, a Q&A platform that connects brands with expert insights.

Building trust stock image by PeopleImages.com – Yuri A/Shutterstock

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