The Power of Trust:
Do employees see the emergence of AI as an opportunity or a threat?
The answer depends on Trust.

Stuart Elliott

Author

Stuart Elliott

Author

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Navigating change has never been more critical in today’s rapidly evolving landscape. Humans, with an inherent inclination towards stability, often resist change. Yet, history showcases our remarkable capacity to adapt. Now, as Artificial Intelligence (AI) propels us into uncharted territory, the stakes are higher than ever. The benefits are undeniable, as AI promises increased efficiency, improved decision-making, and innovative solutions. However, risks loom large, from job displacement to ethical dilemmas. Amidst this uncertainty, trust emerges as the linchpin for successful organizational change. This article explores how trust shapes our approach to AI adoption and organizational transformation, highlighting its role in fostering collaboration, resilience, and innovation. As trust becomes the currency of change, organizations must prioritize building and maintaining trust to thrive in an era defined by rapid technological advancement and uncertainty.

 

Throughout history, humans have always struggled with adapting to change. Our minds are wired to create routines and habits that allow us to navigate our lives in a predictable way. However, despite this need for stability, we constantly search for new experiences and innovations.

This paradox is most evident in our development of and resistance to new technologies. We have thousands of years of experience doubting the very advances that have brought us to where we are today.

When the first printing press was developed in the 15th century, many feared it would lead to job losses and financial ruin. In fact, many presses were destroyed by scribes in protest, and book merchants were chased out of towns.

The telephone’s invention caused concerns that it would remove the need for face-to-face meetings. There was also fear that the disembodied voices would send people mad.  And while we worry about data security and the potential risks of Wi-Fi, when it was launched, the biggest concern with Wi-Fi was that invisible rays might be going through our bodies and getting consumed in our food and drink.

We nearly always resist change when it is first thrust upon us, but we nearly always adopt and adapt to make it work for us.  Which brings us to the rapid rise of Artificial Intelligence (AI) in a way that we have never experienced before.

To put the adoption rate into some perspective, it took Netflix some 18 years to reach 100 million users, and it took Facebook 4.5 years to get to 100 million. Compare these to ChatGPT where it has taken just two months to reach 100 million users.  And ChatGPT is just one of the growing stable of Generative AI applications and tools currently available.

So, what is the fuss all about?  When asked about the benefits of AI, ChatGPT provided this response:

 

1. Increased Efficiency
2. Improved Decision Making
3. Enhanced Customer Experience
4. Innovative Solutions
5. Resource Optimisation

 

And the workforce expects to see benefits from AI as well.  A recent report from global HR technology company UKG highlights the opportunities for employees.

 

However, to balance the scales, ChatGPT was also asked to provide the top five risks associated with AI. As you can imagine, there is some cause for concern.

 

1. Job Displacement:
2. Bias and Fairness:
3. Privacy Concerns:
4. Security Vulnerabilities:
5. Ethical Dilemmas:

 

So, while AI is becoming an indispensable part of the modern workplace, revolutionizing the way we work and offering significant benefits, many workers are uncertain about whether it will help or hurt their jobs.

A recent Gallup survey of more than 18,000 workers revealed that 53% of workers say they don’t feel prepared to work with AI, while just three in 10 think that AI can be beneficial to their work.

Similarly, a 2023 KPMG study titled ‘Trust in artificial intelligence’ found the following:

  • 61% of people are wary about trusting AI systems
  • 67% report low to moderate acceptance of AI
  • 85% believe AI results in a range of benefits
  • 50% believe the risks of AI outweigh the benefits
  • 50% are willing to trust AI at work
  • 40% believe AI will replace jobs in their area of work

 

How can employees navigate AI in the workplace?

An organization’s ability to successfully integrate AI and reap its benefits will depend enormously on the level of trust within the organization.

In the Deloitte 2024 Human Capital Trends, trust and transparency are called out as critical enablers for the future. An increasing focus on trust and transparency was identified as the trend that would have the greatest impact on an organization’s success, both this year and in the next three years.

So what is a high-trust culture?

It is a workplace where trust-based relationships are highly valued. Initially, trusting workplace relationships are built and nurtured between leaders and employees. However, a trust-based approach also has a notable impact on customers, investors, and the community at large, which further drives experiences of pride and camaraderie. While engagement metrics primarily look at employee sentiment at a point in time, trust measures are based on the drivers of employee attitudes, proving to be more predictive.

In our research, we have found that employees experience high levels of trust in the workplace when they:

  • Believe leaders are credible (i.e., competent, communicative, honest)
  • Believe they are treated with respect as people and professionals
  • Believe the workplace is fundamentally fair

 

There is a strong connection between a high-trust culture and business success. Our 30 years of research and data from over 100 million employees proves that high-trust workplaces see larger returns to the bottom line, higher levels of innovation, customer satisfaction, employee engagement, and organizational agility. Leaders who care deeply about their business’s financial well-being should prioritize building a high-trust company culture.

For 30 years, Great Place to Work® has studied and recognized organizations with high-trust cultures, partly through our Best Workplaces™ lists. For these companies, a defining feature of being recognized as a great workplace is a high level of organization-wide trust, as reported by employees. This research, along with findings from various independent research groups, illustrate that high levels of trust can be a critical strategic advantage for organizations across industries, sizes, and locations. Strategies to measure and boost engagement alone have little impact on long-term retention and performance, whereas cultivating a high-trust culture is a proven driver of several business outcomes:

  • Stronger financial performance
  • Greater stability during economic downturns
  • Lower levels of voluntary turnover
  • Higher levels of innovation and creativity

 

Michael C. Bush, CEO of Great Place To Work, stresses the pivotal role trust has in binding employees and organizations together. More than an abstract concept, he says, trust is necessary for an environment where everyone feels valued and heard. 

The same goes for AI implementation.

High levels of trust create a conducive environment for organisational change by promoting transparency, collaboration, resilience, and innovation, ultimately leading to successful outcomes and sustainable growth.

Companies, such as Adobe, stand out among the Fortune 100 Best Companies to Work For because of their employee-centric approaches to AI. Adobe actively involves employees in the testing of new capabilities powered by Firefly, its family of generative AI models.

Prior to the beta launch of Firefly, the company conducted a voluntary employee session addressing the ethical aspects of generative AI, attracting thousands of attendees and showcasing substantial employee interest and investment in issues surrounding responsible AI innovation.

With 75% of employees reporting that they would be more accepting about AI if their companies were more forthcoming about how they are using AI, greater transparency and collaboration seems to be the way to increase trust between employees and their companies. 

“When employees trust the intentions behind AI, they are more likely to embrace and collaborate with it. Companies on our list have worked very hard to have a high trust level with their employees,” says Bush. “Change can make people fear the unknown, but they won’t panic about their job safety and financial security if the foundation of trust already exists. Instead, they’ll want to learn more.”

Measuring the strength of attributes such as communication, integrity, caring, collaboration, and fairness provides insights into the level of trust within organizations and how any change initiatives, including the introduction of A.I., are likely to be perceived. Business leaders need to know if people are likely to focus on the risks or the opportunities? Will they feel empowered to be part of the exciting change or be victims of someone else’s plans?

Trust stands as the cornerstone of organizational change in the age of AI. As we navigate the complexities of technological evolution, fostering a culture of trust becomes paramount. It empowers employees to embrace change, innovate fearlessly, and collaborate effectively. By prioritizing trust, organizations can unlock the full potential of AI, leveraging its benefits while mitigating risks. In embracing trust as a guiding principle, organizations can navigate change at the speed of trust, charting a path towards sustainable growth and success.

Get more insights:

Want to understand more about Trust and how Great Place To Work can help you? Get in touch now.

www.greatplacetowork.com.sg

Stuart Elliott

Stuart is a highly experienced strategic Human Resources professional who promotes organisational change to transform people, drive performance and deliver sustained value.

Holding roles in both business and human resources at executive and general management level, Stuart has spent significant parts of his working career in some of Australia’s largest and most well-known banks and held roles across HR, change management, institutional banking and strategic management.

With expertise in areas such as understanding and driving organisational culture change and preparing for the future of work as well as Enterprise and Strategic Workforce Planning Stuart joins the Great Place To Work Australia team as our leading Strategic People Consultant to work with clients across Australia improving employee experience and engagement – and living out our mission – of making every workplace a great place to work for all.

Great Place To Work identifies Best Workplaces in Asia™ by surveying 2.1 million employees in Asia and the Middle East about the key factors that create great workplaces for all and analyzing company workplace programs impacting 5.9 million employees in the region.

To be considered, companies must first be identified as outstanding in their local region by appearing on one or more of our Best Workplaces lists in Bahrain, Greater China (including China, Hong Kong and Taiwan), India, Indonesia, Japan, Kuwait, Oman, Philippines, Qatar, Saudi Arabia, Singapore, South Korea, Sri Lanka, UAE, Vietnam during 2022 or early 2023.

Companies rank in three size categories: Small and Medium (10-499 employees); Large (500+); and Multinational. Multinational organizations are also assessed on their efforts to create great workplaces across multiple countries in the region. They must appear on at least two national lists in Asia and the Middle East and have at least 1,000 employees worldwide with at least 40% (or 5,000+) of those employees located outside the headquarters country.

Great Place To Work identifies Best Workplaces in Asia™ by surveying over 1 million employees in Asia and the Middle East about the key factors that create great workplaces for all and analyzing company workplace programs impacting over 4.7 million employees in the region.

To be considered, companies must first be identified as outstanding in their local region by appearing on one or more of our Best Workplaces lists in Greater China (including China, Hong Kong and Taiwan), India, Indonesia, Japan, Kuwait, Philippines, Qatar, Saudi Arabia, Singapore, South Korea, Sri Lanka, UAE, Vietnam during 2021 or early 2022.

Companies rank in three size categories: Small and Medium (10-499 employees); Large (500+); and Multinational. Multinational organizations are also assessed on their efforts to create great workplaces across multiple countries in the region. They must appear on at least two national lists in Asia and the Middle East and have at least 1,000 employees worldwide with at least 40% (or 5,000) of those employees located outside the headquarters country.

Great Place To Work® Best Workplaces™ in Singapore 2023 Evaluation Methodology

This year, Great Place To Work® Singapore is proud to launch our inaugural Singapore Best Workplaces™ in Healthcare & Biopharma List. This list recognizes exemplary companies in the healthcare & biopharma industry.

Recognized as a global hub for medical technology and research, Singapore has attracted top healthcare and biopharma talents and companies from around the world. It has become the center for essential healthcare services and innovations with its world-class research institutes, academic medical centers, and industry clusters.

In turn, the healthcare and biopharma sectors play a critical role in the country’s economic competitiveness, sustainability, and innovation. These industries have significantly helped in the overall improvement of public health and well-being of the people of Singapore and its neighboring countries.

The inaugural Singapore Best Workplaces in Healthcare and Biopharma List puts the spotlight on the organizations that are dedicated to providing employee satisfaction and engagement, and their commitment to excellence in the industry.

The companies in our Great Place To Work Certified™ community have the premier distinction that helps attract the best talent, build your employer brand, and secure a competitive advantage. To achieve this, they built a working environment that is purpose-driven and people-first. These companies have demonstrated that showing authentic care, prioritizing employee’s holistic well-being, and building a culture of trust go hand in hand with growth and success.

To determine the 2023 Singapore’s Best Workplaces in Healthcare and Biopharma, Great Place to Work®️ analyzed confidential survey feedback representing nearly 12,000 employees working in the tech industry in Singapore.Employees responded to over 60 survey questions describing the extent to which their organization creates a Great Place to Work For All™️. Eighty-five percent of the evaluation is based on what employees say about their experiences of trust and reaching their full human potential as part of their organization, no matter who they are or what they do. Great Place to Work analyzes these experiences relative to each organization’s size, workforce make up, and what’s typical relative to their peers in the industry.The remaining 15 percent of the rank is based on an assessment of all employees’ daily experiences of innovation, the company’s values, and the effectiveness of their leaders, to ensure they’re consistently experienced.To be considered, companies had to meet the Great Place to Work-Certified standard. To ensure survey results truly represent all employees, Great Place to Work requires that Trust Index©️ survey results are accurate to a 95% confidence level with a 5% margin of error or better. We review any anomalies in survey responses, news and financial performance to ensure there aren’t any extraordinary reasons to believe we couldn’t trust a company’s survey results. Companies with 10 to 99 people were considered for the small and medium category; companies with 100 employees or more were considered for the large category.

Great Place To Work® Best Workplaces™ in Singapore 2023 Evaluation Methodology

To determine the 2023 Singapore’s Best Workplaces in Technology, Great Place To Work®️ analyzed confidential survey feedback representing nearly 12,000 employees working in the tech industry in Singapore. Employees responded to over 60 survey questions describing the extent to which their organization creates a Great Place To Work For All™️. Eighty-five percent of the evaluation is based on what employees say about their experiences of trust and reaching their full human potential as part of their organization, no matter who they are or what they do. Great Place To Work analyzes these experiences relative to each organization’s size, workforce make up, and what’s typical relative to their peers in the industry. The remaining 15 percent of the rank is based on an assessment of all employees’ daily experiences of innovation, the company’s values, and the effectiveness of their leaders, to ensure they’re consistently experienced. To be considered, companies had to meet the Great Place To Work-Certified standard. To ensure survey results truly represent all employees, Great Place To Work requires that Trust Index©️ survey results are accurate to a 95% confidence level with a 5% margin of error or better. We review any anomalies in survey responses, news and financial performance to ensure there aren’t any extraordinary reasons to believe we couldn’t trust a company’s survey results. Companies with 10 to 99 people were considered for the small and medium category; companies with 100 employees or more were considered for the large category.

Methodology

This year, Great Place To Work™ Singapore is proud to launch our inaugural Singapore Best Workplaces in Technology List. This List recognizes exemplary companies in the information and communication technologies industry in four categories:

  • Micro category (10–29 employees)
  • Small (30-99 employees)
  • Medium (100-999 employees)
  • Large (> 1000 employees)

With Singapore’s ambition to be recognized as a regional technology hub, the influx of technology firms (around 80 of the world’s top 100 technology firms have a presence here) and global rankings that place us a leading technology hub outside of San Francisco, the establishment of a Singapore Best Workplaces List in Technology is indeed a timely and needed one. Technology firms in Singapore are characterized by hyper-growth and ambitious expansion plans. This means a continuous war for talent in a highly competitive and rapidly evolving industry.

To maintain our lead as a technology and innovation hub, the ability to attract, retain and sustain skilled talent is critical. We are proud that companies in our Great Place To Work®-Certified community List have built a high-trust culture, engaged employees and maximized their potential to facilitate innovation. They are purpose-driven and adopt a people-first mindset. These are companies that have shown that authentic care and employee well-being need not be compromised for ambitious growth, and that it is possible for businesses to scale up quickly and responsibly. Their culture and core values are embodied in every individual—from senior leadership to rank-and-file employees—and differentiate them from their competitors, priming them to be powerful magnets for top talent.

To determine the 2022 Singapore’s Best Workplaces in Technology, Great Place To Work®️ analyzed confidential survey feedback representing nearly 12,000 employees working in the tech industry in Singapore.Employees responded to over 60 survey questions describing the extent to which their organization creates a Great Place To Work For All™️. Eighty-five percent of the evaluation is based on what employees say about their experiences of trust and reaching their full human potential as part of their organization, no matter who they are or what they do. Great Place To Work analyzes these experiences relative to each organization’s size, workforce make up, and what’s typical relative to their peers in the industry.The remaining 15 percent of the rank is based on an assessment of all employees’ daily experiences of innovation, the company’s values, and the effectiveness of their leaders, to ensure they’re consistently experienced. To be considered, companies had to meet the Great Place To Work-Certified standard. To ensure survey results truly represent all employees, Great Place To Work requires that Trust Index©️ survey results are accurate to a 95% confidence level with a 5% margin of error or better. We review any anomalies in survey responses, news and financial performance to ensure there aren’t any extraordinary reasons to believe we couldn’t trust a company’s survey results. Companies with 10 to 99 people were considered for the small and medium category; companies with 100 employees or more were considered for the large category

 

Methodology

To determine the 2022 Singapore’s Best Workplaces™️, Great Place To Work®️ analyzed confidential survey feedback representing close to 70,000 employees across different industries in Singapore. Employees responded to over 60 survey questions describing the extent to which their organization creates a Great Place to Work For All™️. 85% of the evaluation is based on what employees say about their experiences of trust and reaching their full human potential as part of their organization, no matter who they are or what they do.

Great Place To Work analyzes these experiences relative to each organization’s size, workforce make up, and what’s typical in their industry. The remaining 15% of the rank is based on an assessment of all employees’ daily experiences of innovation, the company’s values, and the effectiveness of their leaders, to ensure they’re consistently experienced. To be considered, companies had to meet the Great Place To Work Certified standard. To ensure survey results truly represent all employees, Great Place To Work requires that Trust Index©️ survey results are accurate to a 95% confidence level with a 5% margin of error or better. We review any anomalies in survey responses, news and financial performance to ensure there aren’t any extraordinary reasons to believe we couldn’t trust a company’s survey results.

Companies with 10-29 people were considered for the Micro category; those with 30 to 99 people for the Small category; companies with 100 to 999 employees were considered for the Medium category; and those with 1,000 or more for the Large category.

Great Place To Work® Best Workplaces™ in Singapore 2023 Evaluation Methodology

To determine the 2023 Singapore’s Best Workplaces in Technology, Great Place To Work®️ analyzed confidential survey feedback representing nearly 12,000 employees working in the tech industry in Singapore. Employees responded to over 60 survey questions describing the extent to which their organization creates a Great Place To Work For All™️. Eighty-five percent of the evaluation is based on what employees say about their experiences of trust and reaching their full human potential as part of their organization, no matter who they are or what they do. Great Place To Work analyzes these experiences relative to each organization’s size, workforce make up, and what’s typical relative to their peers in the industry. The remaining 15 percent of the rank is based on an assessment of all employees’ daily experiences of innovation, the company’s values, and the effectiveness of their leaders, to ensure they’re consistently experienced. To be considered, companies had to meet the Great Place To Work-Certified standard. To ensure survey results truly represent all employees, Great Place To Work requires that Trust Index©️ survey results are accurate to a 95% confidence level with a 5% margin of error or better. We review any anomalies in survey responses, news and financial performance to ensure there aren’t any extraordinary reasons to believe we couldn’t trust a company’s survey results. Companies with 10 to 99 people were considered for the small and medium category; companies with 100 employees or more were considered for the large category