Bridging the Trust Gap
In the age of AI,
trust is a superpower
Organisations are using artificial intelligence for decision-making across business functions. AI can help analyse data, predict outcomes, and automate tasks, leading to faster, more accurate, and potentially more unbiased decisions.
But while it can optimise process and simulate some aspects of human interaction, it cannot replicate the complexity of authentic relationships. And its overuse reduces transparency and erodes trust.
Being active and intentional about building trust in decision-making requires self-awareness, discipline, and conscious leadership habits and behaviours.
At Chartwell Learning we’ve put together some practical ways to do that, whether you’re leading teams, working with AI systems, or influencing decisions from within a group.
The pay-off? Teams that are faster, safer, and more innovative.
1. Pause to Reflect
Before reaching a conclusion, ask:
- Who will this affect?
- What assumptions am I making?
- Is there enough information, and diversity of input, to proceed?
Slowing down isn’t weakness. It shows respect for complexity and earns trust.
2. Explain Your Thinking Out Loud
Don’t assume others understand your reasoning. Say:
‘Here’s the rationale behind this choice.’
‘These are the trade-offs we considered.’
‘This decision isn’t perfect, but it’s informed by x.’
Transparency isn’t just about data; it’s about narrative clarity.
3. Proactively Invite (and Model) Constructive Challenge
Create opportunities for others to ask questions or disagree. Say:
‘I want you to tell me if there’s anything we’ve missed.’
‘Let’s stress-test this before we move to implementation.’
Trust grows when people feel their voice matters, even if it doesn’t change the outcome.
4. Anchor Every Decision to a Clear Value
Whether it’s equity, impact, learning, or safety, name it.
‘I’m prioritising transparency over speed on this one.’
‘This decision reflects our commitment to inclusion.’
This builds alignment and shows others that decisions aren’t random or reactive.
5. Be Accountable (Especially When It’s Uncomfortable)
Intentional leaders don’t hide behind systems, roles, or policies. Instead, they say:
‘This was my call, and here’s why.’
‘Whilst we’re using AI to support this decision, I’m responsible for the outcome.’
This reinforces psychological safety and trust, even when decisions are tough.
6. Connect the Logic to the Human Impact
Every decision affects people. Ask:
How will this feel to the person on the receiving end?
Is it emotionally intelligent, not just technically right?
When people feel considered, they feel respected. That’s trust in action.
Intentional decision-making isn’t about perfection, it’s about process, presence, and integrity.
People trust leaders and peers who:
- Take time to think
- Make values visible
- Stay accountable
- Bring empathy to complexity
You don’t need to have all the answers to be trusted. You just need to show you care how the answers are made.
What’s your experience?
What’s one behaviour that you think builds trust in decision-making?