The trust gap in remote and hybrid teams is costing you more than you think. Here’s how to close it before it’s too late.

When remote and hybrid teams unravel, it’s rarely because of drama. It’s because of doubt.

A meeting with the video turned off.

A message that ends in a period instead of the usual smiley face.

A delayed response that spirals into a negative internal monologue: Did I mess up? Are they mad? Should I have asked better questions?

“When humans don’t get enough information, we are highly skilled at filling in the blanks,” says Trust at a Distance co-author and Fulbright Scholar Peggy Kendall. “And we rarely fill those blanks with statements that are positive, productive, helpful, or healthy.”

Those blanks end up creating a trust gap—one that is eroding culture with lower confidence, decreased contribution, and quiet disconnection

If your remote team starts to fray around the edges—missing deadlines, asking for constant reassurance, or overusing exclamation marks (and not the fun kind)—pay attention.

It might be tempting to blame a broken process or a buggy platform. But more often than not, what’s missing is something far more human.

It’s Not Your Tech Stack. It’s Your Trust Gap.

When communication breaks down, it’s easy to blame the tools.

Endless email reply chains. Slack channels that feel more distracting than productive. Zoom fatigue—yes, even in sweatpants. AI that feels more artificial than intelligent. And sure, your project management software might be clunky, convoluted, or both.

Unfortunately, you can’t fix a human problem with a software patch.

Technology certainly has its place. It can streamline workflows, reduce friction, and even prevent some miscommunications. But it can’t replace, rebuild, or earn trust. In fact, the wrong tech—or the wrong use of it—can actually make it easier to avoid eye contact, hard conversations, or meaningful accountability.

What does help? A conscious effort to clarify, connect, and communicate like humans—even across state lines, time zones, and screens.

“When Peggy and I started writing about remote work, we knew it couldn’t be a theoretical guide,” says David Horsager, co-author of Trust at a Distance and founder of the Trust Edge Leadership Institute. “We set out to give leaders something so useful they’d set the book down and go implement it before turning the page.”

Here’s a glimpse inside one of those six strategies—Amplify Communication—and how you can start applying it today.

Explicit Understanding: Say It Like You Mean It

From the book: Remote communication isn’t just about sending more messages—it’s about ensuring the right message reaches the right person at the right time in the right way.

“When most of your communication happens through typing, it’s not enough to just get the message out,” says Kendall. “You have to make sure the message gets through.” 

And that’s a lot harder than it sounds.

In a virtual workplace, subtle (and extremely helpful!) cues like tone, facial expressions, and body language disappear. 

That means when Manager Lisa sends a simple message like…

“We need the campaign launch materials ASAP.”

…can lead to very different interpretations—and very different reactions.

• Jack thinks: “ASAP” means “as soon as I can possibly get to it, which is next week..”
• Mira wonders: Does “materials” include just the graphics—or everything?
• Tom assumes: Lisa’s mad again. The all-caps urgency sounds intense. 

And Lisa? She’s frustrated because no one is treating the task like it’s urgent.

The Illusion of Transparency

The problem is what psychologists call the illusion of transparency—our tendency to believe our tone and meaning are crystal clear when they’re anything but. 

Research shows that the emotion we think we’re expressing—urgency, frustration, enthusiasm—often doesn’t land. Why? Because we tend to edit ourselves. We tone things down to sound polite or professional, and in doing so, we strip away the very details that could provide helpful context.

When expectations and emotions are unclear, the result is missed deadlines, crossed wires, and unnecessary stress.

The fix? Be painfully, unmistakably clear. And then add 10% more clarity for good measure.

If Lisa had said, “I need the copy and design files for the campaign finalized by Thursday at 3 p.m. ET so the client has time to review before we launch,” her team would have had direction. 

If she added, “I’m feeling a little frustrated with how long this is taking—can we talk through how to move faster now and next time?” she would have invited conversation instead of confusion.

Remote Rule of Thumb: When words are all you have, words and details matter more.

Virtual Tip: Create High-Definition Deadlines

Vague shorthand like “ASAP,” “by EOD,” or “sometime next week” leaves room for interpretation—and it’s in this area that assumptions often creep in. If your team has to guess, they’ll guess wrong.

To build trust and keep projects moving forward, start broadcasting your deadlines in high definition:

• Use explicit dates and times (and timezones): “Please send the final draft by Thursday, October 19 at 1 p.m. MT / 3 p.m. ET.” If your team uses shorthand like “EOD” or “EOB,” define what that means in your culture:  “EOD Friday = 5 p.m. PT.”
• Set the deliverables. Don’t assume your team knows what “final” means—or even what’s included. Be clear about what you expect, such as:  “Please include the final copy, the editable design files, and one export-ready PDF.” The more specific, the better.
• Activate accountability. Assign owners and give your team a point of contact if questions arise. For example: “Jess will own the client slide updates. Erin, feel free to loop her in directly if you need design input. I’m here until 5 p.m. if you have questions.”
  
• Offer meaningful context: People are more likely to follow through when they understand why the deadline matters: “I’d love to review this by Tuesday so we can make adjustments before presenting it at the client meeting Wednesday morning.”

High-definition deadlines are about mutual clarity and respect. When everyone is working from a shared understanding, there are fewer dropped balls—and a lot more trust. 

Trust at a Distance Starts with You

When you’re not in the same room—or even the same time zone—clarity takes a little more work. But it’s so worth it. Because remote trust isn’t built with big sweeping gestures. It’s built in the small moments: the well-timed message, the clearly set expectation, the conscious choice to clarify rather than assume.

And our favorite part: These are all things any leader can learn to do—starting now.

Get the full Amplify Communication strategy (plus five more!) in Trust at a Distance, the new book from David Horsager and Peggy Kendall. It’s packed with research-backed frameworks, real-world examples, and tools you can apply right away to strengthen trust, deepen engagement, and lead remote teams with confidence.

Order Trust at a Distance today!

Peggy Kendall is a Fulbright Scholar and expert in communication and technology whose recent work explores how communication and trust function in remote workplaces. She is the co-author of Trust at a Distance and a sought-after speaker, coach, and consultant. Pre-order the book here.As the leading voice on trust, David Horsager helps leaders and organizations transform the way they connect, communicate, and perform. His keynotes, workshops, and Trust Edge Certification programs are designed to reinforce real trust—and real results. Want to bring this message to your event or team? Let’s talk.