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When trust breaks, burnout blazes: Why people power the workplace in the era of AI

Trust is the foundation of every workplace: crucial and challenging to build or repair, and impossible to fake. Yet, in a world evolving faster than ever, trust is eroding in the places it matters most.

“Trust is never built through policies: it is built through people,” said Alan King, president and CEO of Workplace Options. “When employees are empowered to help and respect one another, it creates a ripple effect across the organization. Peer-driven initiatives succeed because they prevent burnout, and they build resilience, belonging, and performance in ways traditional programs simply cannot achieve.”

New insights from Workplace Options (WPO) Center for Organizational Effectiveness reveal how peer-powered programs are becoming the antidote to burnout, doubt, and distress, proving that while technology can transform and improve how we work, people will always define why we work. Both are critical and connected to the future of workplace well-being.

To examine the deliberate balance between progress and purpose, WPO Center for Organizational Effectiveness hosted a virtual, global summit on Oct. 22, titled “Building Workplace Trust: The Key to Organizational Health and Effectiveness.” The half-day event brought together chief human resource officers (CHROs), senior leaders, and people managers from around the world to explore data-driven insights and human-powered solutions that improve inclusion, strengthen psychological safety, and remind us that the future of work will always have a heartbeat.

The trust gap in a digital world

As technology accelerates, human connection may become the rarest resource. Recent studies reported by Fast Company show that nearly a third of Gen Z employees now turn to AI chatbots for emotional support: a signal that digital tools are beginning to replace the relationships they were meant to enhance.

“Technology can, and should, advance how we provide access to mental health services, but humanity ensures we care in the right way,” said Dr. Kennette Harris, chief clinical officer at WPO. “AI will increase access and efficiency, but it cannot replicate empathy. Peer-to-peer programs create what technology cannot deliver: sense of belonging, psychological safety, and the confidence that someone real is there to help.”

The power of peer programs

Hosted by Mary Ellen Gornick, founding partner of the WPO Consulting Group, and Bianca Buie, M.A., ambassador program manager with the WPO Center for Organizational Effectiveness, the summit shared data-driven practices for designing initiatives that achieve measurable results and a culture of trust and respect.  

“Workplace trust creates the foundation for people to perform at their best,” said Gornick. “In a time when burnout and uncertainty are top of mind, employees need to feel valued at work, and they need to feel safe to be their authentic self. Peer-focused programs are one of the most effective ways to build that trust and drive engagement.”

Key takeaways for leaders include:

• Develop and deliver peer-driven initiatives that strengthen resilience, inclusion, and well-being.
• Understand how to proactively address burnout and enhance belonging through authentic connection.
• Future-proof teams by creating sustainable, trust-based networks.

The hidden cost of eroding trust

According to Gallup and Workhuman, employee burnout costs the global economy US$322 billion annually in lost productivity and turnover.

In the U.S. alone, the impact ranges from US$4,000 to US$21,000 per employee per year, driven largely by absenteeism and healthcare costs.

And incivility carries its own price: SHRM’s latest Civility Index reports US$2.1 billion per day in reduced productivity due to disrespectful behaviour at work.

The legal imperative

Beyond the need to prevent toxic workplace culture, the responsibility to protect employee well-being is now a global requirement. Nearly 100 countries have regulations mandating that employers identify and mitigate psychosocial risks such as bullying, isolation, and excessive workload, including Canada, Mexico, Chile, the UK, Japan, South Korea, Australia, and all EU member nations.

Failure to act can destroy psychological safety, leading to toxic relationships, low productivity, and high turnover. The organizations that succeed will be those that treat trust as both a moral and a legal mandate.

To learn more about how workplace stress varies around the globe, and what organizations can do about it, read the Psychosocial Risk by Geography report here.