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  • Writer's pictureBrendan Ring

Trust and Accountability: The Key to a Successful Remote Working Strategy

Engaging with multiple companies around the world has given me the privilege to witness their triumphs and challenges in various industries. One universal issue stands out amidst the diversity: companies are grappling with the pressing need to attract and retain top talent, particularly in the realm of remote work. However, the success of a remote working strategy goes beyond providing the necessary tools and technologies. It hinges on two fundamental elements: trust and accountability.

A women working remotely on her computer

In an era where companies are considering implementing surveillance measures, such as camera monitoring, it is crucial to challenge the notion that employees must be watched to ensure productivity. This perspective suggests a fundamental flaw in the hiring process—selecting individuals who may not align with the organization's values or exhibit the necessary qualities for remote work. At Otonomee, we firmly believe that trust and accountability are the linchpin of a thriving remote work environment. We trust our employees to excel in their roles and to take ownership of their responsibilities. Our approach is rooted in the understanding that trust is a two-way street—a foundational element that fosters loyalty, empowers individuals, and fuels organizational success. Moreover, accountability is key in this equation, and achieving the right synergies between these two pillars is what ensures that our remote work strategy is not just effective, but also filled with integrity.

Sadly, many organizations face trust issues between managers and employees, leading to high attrition rates and strained relationships. Some managers resort to blaming younger generations, labeling them as "snowflakes" or lacking loyalty. However, often the root cause lies in a lack of trust or understanding from the leaders, which trickles down to the entire workforce.

In this blog post, we will explore the multifaceted nature of trust, how it is formed within remote work settings, and its profound impact on employee engagement, productivity, and overall organizational success. Join me as we uncover the true power of trust and learn how to cultivate a thriving remote work environment built on this essential foundation.

1. The Essence of Trust: Building Strong Foundations

Trust is a fundamental aspect of human interactions, and its significance magnifies in the context of remote work. So, what exactly is trust, and how is it formed?

It can be defined as a firm belief in the reliability, integrity, and competence of another person or entity and in the remote work landscape, trust is established through a combination of factors that contribute to a sense of confidence and mutual respect between managers and employees.

To help organizations cultivate a culture of trust, here are some key steps to follow:

An infographic with icons relating to different aspects of having a culture of trust

  • Transparent Communication: Foster open communication channels where employees feel comfortable expressing their thoughts, concerns, and ideas, while regularly sharing updates, progress, and important information to keep everyone informed and aligned.

  • Clear Expectations: Set clear expectations and goals, outlining what is expected of your employees in their remote work roles. Always provide clarity on deliverables, deadlines, and performance indicators to ensure a shared understanding of responsibilities.

  • Autonomy and Empowerment: Trust your employees to make decisions and take ownership of their work with the autonomy and authority needed to excel in their roles. Autonomy and clear expectations are intrinsically linked.

  • Recognition and Feedback: Recognize and appreciate employees' contributions and achievements by regularly providing constructive feedback and celebrating milestones and successes.

  • Lead by Example: Managers and leaders should lead by example and demonstrate trust in their actions and behaviors. Show respect for employees' boundaries, encourage work-life balance, and exhibit trustworthiness in all interactions.

  • Invest in Relationships: Foster connections and build relationships among team members. Encourage collaboration, virtual team-building activities, and opportunities for social interaction.

Building a strong foundation of trust takes time and continuous effort, requiring consistent reinforcement and commitment. By following these steps, you can create a company culture where trust is ingrained in your DNA.

At Otonomee, we choose an approach that emphasizes trust as the driving force of our achievements and firmly believe in treating our employees as capable adults, trusting our teams and providing them with the freedom to excel has been integral to our success as a remote-first organization.

2. Trust: Key to Employee Retention and Engagement

In today's rapidly evolving work landscape, employee retention and engagement are critical to organizational success. Trust acts as a glue that holds teams together and without it, organizations face a higher risk of losing talented individuals and experiencing decreased productivity.

Research has consistently shown that when employees feel trusted, they exhibit higher levels of job satisfaction, commitment, and loyalty. In the context of remote work, where physical distance and limited face-to-face interactions can pose challenges, trust becomes even more critical. Remote employees need to feel that they have the autonomy to make decisions, the freedom to manage their work schedules, and the confidence that their contributions are valued. When trust is established, employees are more likely to communicate openly, seek assistance when needed, and collaborate effectively with their peers. Prioritizing trust will give your company a competitive advantage in attracting and retaining top talent and by investing in trust-building initiatives and creating a culture where trust is nurtured and valued, you can unlock the full potential of your remote employees and create a thriving and engaged remote work community.

3. Shifting the Blame Game: Trusting the Right Employees

In the world of remote work, it is not uncommon for organizations to fall into the trap of blaming employees, particularly younger generations, for perceived shortcomings in their remote work performance. Terms like "snowflakes" or "lack of loyalty" are often thrown around without addressing the core issue: a lack of trust between managers and employees.

At Otonomee, we believe that blaming employees is a misguided approach and rather than placing the blame solely on individuals, it is essential to focus on building a culture of trust and selecting the right employees who align with the organization's values and exhibit the necessary qualities for remote work success. By doing so, we establish a solid foundation of trust that sets the stage for mutual success.

When hiring remote employees, it is crucial to look beyond just their technical skills and qualifications. Expertise is undoubtedly important, but assessing a candidate's alignment with the organization's values, work ethic, and self-motivation is equally vital. Here are some key considerations and questions to ask during the hiring process to identify employees on whom you can rely on and trust:

Hand holding lightbulb with key steps to refine hiring process on the left
Refine your Hiring Process

  • Value fit: Does the candidate's values and work style align with your organization's remote work culture? Do they demonstrate a strong sense of responsibility and accountability in their past experiences?

  • Self-motivation and adaptability: Can they work independently and manage their time effectively without constant supervision? How do they handle challenges and adapt to changing circumstances?

  • Communication and collaboration: How effectively does the candidate communicate in virtual environments? Can they collaborate seamlessly with remote team members, leveraging digital tools and platforms to foster productive teamwork?

  • Problem-solving skills: How do they approach and solve problems remotely? Can they think critically and find innovative solutions without constant guidance?

  • Past remote work experience: Has the candidate previously worked remotely? If so, how did they demonstrate trustworthiness, reliability, and self-discipline in that setting? What is their WHY for wanting to work remotely?

Remember, trust is a two-way street. Trusting the right employees from the outset not only promotes a positive work environment but also reduces the likelihood of blame games and cultivates a culture where trust becomes the bedrock of success.

4. Cultivating Trust through Accountability, Communication, and Empathy

In remote teams, trust is a complex concept that is based on the principles of blend accountability, communication and empathy. By establishing regular check-ins, virtual team meetings, and clear communication guidelines, we aim to foster a sense of connection and trust among our remote workforce.

At Otonomee, we understand that accountability is key to cultivate an environment of trust. By empowering our remote workforce to take ownership of their tasks and responsibilities, we've unlocked a mechanism that fosters mutual trust and respect. This isn't just about meeting deadlines; it's about individuals stepping up, delivering quality work, and thus, earning the trust of their peers and supervisors.

But accountability doesn't exist in isolation. It thrives in an ecosystem of open communication and empathy. Here's how we've integrated these vital components to amplify the trust-building process:

  • Open Communication Channels: Regular check-ins and one-on-one conversations allow us to create a space where concerns can be addressed, progress can be celebrated, and challenges can be collectively tackled. This transparent dialogue reassures team members that their contributions are valued, fueling the trust they have in the organization.

  • Empathy as the Compass: Accountability doesn't mean overlooking the human element. By understanding the unique circumstances and challenges faced by each team member, we demonstrate our commitment to their well-being, reinforcing the trust that underpins our relationships.

  • Communication Etiquette: Clear communication guidelines, withestablishing expectations for response times, communication channels, and availability, ensure that everyone is on the same page, creating an atmosphere of reliability and consistency.

  • Tools for Transparency: Project management tools not only facilitate task assignments and progress tracking but also empower individuals to take charge of their work. And this visibility into each other's efforts nurtures a culture of mutual reliance and, consequently, trust.

  • Cultivating Togetherness: We make a point to organize virtual social activities that bridge the distance, allowing team members to connect beyond work-related tasks, forging bonds that reinforce the trust woven into our remote work culture.

The truth is that effective communication goes beyond just the tools and platforms used, it requires empathy and understanding. By making accountability a cornerstone, you can foster genuine trust within your remote teams. And if trust is the key factor for remote work, then accountability, communication, and empathy are the elements that make it possible.

In conclusion, trust and accountability serve as the cornerstone of a successful remote working strategy. At Otonomee, we embrace them as a guiding principle, recognizing its profound impact on our company culture and overall success. By establishing strong foundations of trust through transparent communication, accountability, selecting the right employees, and fostering empathy, organizations can cultivate thriving remote work environments where employees feel empowered and valued. Trust unlocks the full potential of remote teams and contributes to long-term success in the ever-evolving landscape of work.


At Otonomee, we provide people and technology solutions through multilingual customer care to help you move into new markets, level up your customer management processes and deliver stand-out customer experience.

Want to read more? Visit to learn about our outsourced customer contact services solutions, our approach and how we will support you in championing growth and scale.

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