{"id":30719,"date":"2019-07-31T13:14:56","date_gmt":"2019-07-31T11:14:56","guid":{"rendered":"https:\/\/www.targettraining.eu\/?p=30719"},"modified":"2026-08-05T11:32:48","modified_gmt":"2026-08-05T09:32:48","slug":"why-managers-should-care-about-their-emotional-bank-accounts","status":"publish","type":"post","link":"https:\/\/www.targettraining.eu\/de\/why-managers-should-care-about-their-emotional-bank-accounts\/","title":{"rendered":"The Manager\u2019s Guide to Building Trust: Understanding Emotional Bank Accounts"},"content":{"rendered":"<div id='avia-messagebox-' class='avia_message_box av_notification av-3zj1f5i-e7d3cf4a2ec6ed12f60ecbc26c344ed7 avia-color-silver avia-size-normal avia-icon_select-yes avia-border-  avia-builder-el-0  el_before_av_table  avia-builder-el-first ' ><div class=\"avia_message_box_content\"><span class='avia_message_box_icon avia-iconfont avia-font-entypo-fontello' data-av_icon='\ue81f' data-av_iconfont='entypo-fontello' ><\/span><p>This post explores Stephen R. Covey\u2019s Emotional Bank Account concept and how managers can use it to strengthen relationships, improve communication, and create higher-performing teams. It includes practical ways to make more positive deposits, repair trust when withdrawals happen, and a 10-minute reflection activity to help you assess your own team relationships.<\/p>\n<\/div><\/div>\n<div  class='avia-table av-3cmsw9a-e8bb4a96a8d5e1ca6bb60ef95c2b8c3a main_color avia-pricing-table-container avia_pricing_minimal  avia-builder-el-1  el_after_av_notification  avia-builder-el-last  avia-table-1'  itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/Table\" ><div class=\"pricing-table-wrap\"><ul class='pricing-table '><li class='avia-heading-row'><div class='first-table-item'>Reading time<\/div><span class='pricing-extra'><\/span><\/li><li class=''>8 Minutes<\/li><\/ul><\/div><div class=\"pricing-table-wrap\"><ul class='pricing-table '><li class='avia-heading-row'><div class='first-table-item'>Target audience<\/div><span class='pricing-extra'><\/span><\/li><li class=''>Managers, team leaders, and anyone responsible for building trust, engagement, and performance within a team.<\/li><\/ul><\/div><\/div>\n<p>Whether you&#8217;re leading a team through change, managing a hybrid workforce, or trying to improve performance, the quality of your relationships has a direct impact on your success as a manager. When there is trust between people, they are more likely to share ideas, raise concerns, accept feedback, and work collaboratively. When trust is lacking, even routine conversations can become difficult.<\/p>\n<p>One of the most useful ways to think about trust in the workplace comes from Stephen R. Covey&#8217;s concept of the<strong> Emotional Bank Account<\/strong>, from <a href=\"https:\/\/en.wikipedia.org\/wiki\/The_7_Habits_of_Highly_Effective_People\">The Seven Habits of Highly Effective People<\/a>. Every interaction either makes a deposit or a withdrawal.\u00a0In Covey\u2019s own words:<\/p>\n<p>&nbsp;<\/p>\n<blockquote>\n<p style=\"text-align: right;\"><em>\u201c<\/em><em>An emotional bank account is a metaphor that describes the amount of trust that\u2019s been built up in a relationship. \u00a0It\u2019s the feeling of safeness you have with another human being. \u00a0When the trust account is high, communication is easy, instant, and effective.<\/em><em>\u201d<\/em><\/p>\n<\/blockquote>\n<p>&nbsp;<\/p>\n<p>Deposits are made through positive actions\u2014such as keeping promises, listening with empathy, recognising good work, and treating people with respect. Withdrawals are made through negative actions: dismissing concerns, breaking commitments, or failing to communicate openly.<\/p>\n<p>For managers, this analogy is a practical leadership tool. Every conversation, decision, and action either strengthens or weakens the relationships that underpin team performance. Understanding how to make regular deposits into your team&#8217;s emotional bank accounts can help create an environment where people feel valued, supported, and motivated to do their best work.<\/p>\n<p><!--HubSpot Call-to-Action Code --><span id=\"hs-cta-wrapper-cf26b69f-29bc-4dd3-9d39-513d6ad4d456\" class=\"hs-cta-wrapper\"><span id=\"hs-cta-cf26b69f-29bc-4dd3-9d39-513d6ad4d456\" class=\"hs-cta-node hs-cta-cf26b69f-29bc-4dd3-9d39-513d6ad4d456\"><!-- [if lte IE 8]>\n\n\n<div id=\"hs-cta-ie-element\"><\/div>\n\n\n<![endif]--><a href=\"https:\/\/cta-redirect.hubspot.com\/cta\/redirect\/455190\/cf26b69f-29bc-4dd3-9d39-513d6ad4d456\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" id=\"hs-cta-img-cf26b69f-29bc-4dd3-9d39-513d6ad4d456\" class=\"hs-cta-img lazyload\" style=\"border-width: 0px;\" data-src=\"https:\/\/no-cache.hubspot.com\/cta\/default\/455190\/cf26b69f-29bc-4dd3-9d39-513d6ad4d456.png\" alt=\"New Call-to-action\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><\/a><\/span><script charset=\"utf-8\" src=\"https:\/\/js.hscta.net\/cta\/current.js\"><\/script><script type=\"text\/javascript\"> hbspt.cta.load(455190, 'cf26b69f-29bc-4dd3-9d39-513d6ad4d456', {\"useNewLoader\":\"true\",\"region\":\"na1\"}); <\/script><\/span><!-- end HubSpot Call-to-Action Code --><\/p>\n<h2>Why should managers care about emotional bank accounts?<\/h2>\n<p>Few managers would argue against the importance of trust. Most leaders want to build positive, productive relationships where people feel respected, valued, and motivated to do their best work. Leadership qualities such as authenticity, credibility, empathy, and trust continue to be recognised as essential for effective management.<\/p>\n<p>Building strong relationships is about much more than being a &#8222;nice&#8220; manager. Trust has a measurable impact on performance. Meaningful and strong relationships in the workplace lead directly to tangible results. Teams with high levels of trust tend to experience better communication, stronger engagement, and higher levels of commitment.<\/p>\n<p>As a manager, your success is closely linked to the success of your team. Every interaction\u2014whether you&#8217;re delegating work, coaching, recognising achievements, resolving conflict, leading meetings, or having a difficult conversation\u2014either strengthens or weakens the relationships that support high performance. These everyday moments are opportunities to make deposits into, or withdrawals from, your team&#8217;s emotional bank accounts.<\/p>\n<p>Managers who consistently invest in relationships build the trust needed to navigate challenges, encourage innovation, and sustain performance over the long term. Conversely, when withdrawals outweigh deposits, trust begins to erode. Without that foundation, even the most capable teams can struggle with engagement, collaboration, and accountability.<\/p>\n<h2>How do you build a healthy emotional bank account with your team?<\/h2>\n<p>Trust is built through consistent, everyday behaviour. While every individual and team is different, Stephen Covey identified several practical ways managers can make regular &#8222;deposits&#8220; into their team&#8217;s emotional bank accounts.<\/p>\n<h3>Understand the individual<\/h3>\n<p>Everyone values different things. One employee may appreciate public recognition, while another would rather receive a quiet thank you. Taking time to understand what motivates each person, how they like to be recognised, and what matters to them allows you to build stronger, more meaningful relationships.<\/p>\n<h4>Keep your commitments<\/h4>\n<p>One of the quickest ways to build trust is to do what you say you&#8217;ll do. Keeping promises, following through on commitments, being reliable, and respecting deadlines all demonstrate that people can depend on you. Equally, broken promises and missed commitments quickly become withdrawals.<\/p>\n<h4>Clarify expectations<\/h4>\n<p>Misunderstandings often arise because people make different assumptions. Taking time to agree on priorities, responsibilities, deadlines, and expected outcomes helps prevent confusion and reduces unnecessary frustration\u2014particularly when working remotely or across different locations.<\/p>\n<h4>Pay attention to the little things<\/h4>\n<p>Small actions can have a lasting impact. Saying thank you, checking in on someone&#8217;s wellbeing, remembering important milestones, listening without distractions, or simply making time for a conversation all help strengthen relationships. These everyday moments often matter more than grand gestures.<\/p>\n<h4>Demonstrate personal integrity<\/h4>\n<p>Trust grows when managers act consistently and fairly. Being honest, admitting mistakes, treating people with respect, and behaving in line with your values all reinforce your credibility. Integrity isn&#8217;t something you switch on when it&#8217;s convenient\u2014it&#8217;s reflected in your actions every day.<\/p>\n<h4>When you make a withdrawal, apologise sincerely<\/h4>\n<p>Every manager makes mistakes, misses commitments, or says the wrong thing. What matters is how we respond.<\/p>\n<p>A sincere apology can be one of the most powerful deposits you make after a withdrawal. Acknowledging your actions, taking responsibility, and making amends demonstrates humility, integrity, and respect. It also shows your team that accountability applies to everyone\u2014not just them.<\/p>\n<p>Managers who apologise when they&#8217;ve got it wrong don&#8217;t lose credibility\u2014they often strengthen it. Admitting mistakes builds trust and creates a culture where people feel safe to learn, take responsibility, and support one another.<\/p>\n<h2>Putting emotional bank accounts into practice &#8211; A 10-minute activity for managers<\/h2>\n<p>Understanding the idea of emotional bank accounts is useful, but the real value comes from applying it to your own relationships. Every manager has relationships that are strong, relationships that need attention, and moments where they may have made more withdrawals than deposits.<\/p>\n<p>The following activity is designed to help you reflect on your current relationships with your team and identify practical actions you can take to build more trust. It isn&#8217;t about judging yourself or creating a perfect balance sheet\u2014it is about increasing your awareness and making intentional choices about how you lead.<\/p>\n<h4>Step 1: Choose five people<\/h4>\n<p>Write down the names of five team members who are critical to your team&#8217;s success.<\/p>\n<h4>Step 2: Review your recent interactions<\/h4>\n<p>Look back over the past two weeks. Use your calendar, emails, messages, and memory to identify moments that were likely to be deposits or withdrawals.<\/p>\n<p>For each person, create two simple lists:<\/p>\n<p><strong>**Deposits**<\/strong><\/p>\n<ul>\n<li>Listened without interrupting<\/li>\n<li>Recognised good work<\/li>\n<li>Kept a commitment<\/li>\n<li>Offered support or coaching<\/li>\n<li>Showed appreciation<\/li>\n<\/ul>\n<p><strong>**Withdrawals**<\/strong><\/p>\n<ul>\n<li>Cancelled or rushed a meeting<\/li>\n<li>Failed to follow through<\/li>\n<li>Gave unclear expectations<\/li>\n<li>Dismissed a contribution<\/li>\n<li>Had a difficult conversation that didn&#8217;t go well<\/li>\n<\/ul>\n<p>Don&#8217;t worry about making the list perfect\u2014you&#8217;re looking for patterns rather than keeping score.<\/p>\n<h4>Step 3: Think about what matters to them<\/h4>\n<p>Now put your notes aside for a while. When you come back, write down what you know about each person.<\/p>\n<ul>\n<li>What motivates them?<\/li>\n<li>What gives them energy?<\/li>\n<li>How do they prefer to receive recognition?<\/li>\n<li>How do they like to communicate?<\/li>\n<li>What behaviours from a manager help them feel trusted and valued?<\/li>\n<\/ul>\n<p>Remember, deposits are personal. What builds trust with one employee may have little impact\u2014or even feel like a withdrawal\u2014to another.<\/p>\n<h4>Step 4: Make a plan<\/h4>\n<p>Looking at your notes, ask yourself:<\/p>\n<ul>\n<li>Which relationships need more deposits?<\/li>\n<li>What could I do differently over the next month?<\/li>\n<li>What specific opportunities already exist in my calendar?<\/li>\n<\/ul>\n<p>Rather than making a vague commitment to &#8222;be a better listener&#8220;, identify real moments where you can put it into practice. For example, use your next one-to-one meeting to ask more questions before offering solutions, or take time to recognise a recent achievement.<\/p>\n<p>Small, consistent deposits build trust over time. Choose one or two actions and commit to making them part of your everyday leadership.<\/p>\n<h2>Key takeaways<\/h2>\n<p>Building healthy emotional bank accounts is not about occasional big gestures. It is about the small, consistent actions that shape how people experience working with you.<\/p>\n<p>The key points to remember are:<\/p>\n<ul>\n<li><strong>Trust is built through everyday interactions.<\/strong> Every conversation, decision, and action can either strengthen or weaken a relationship.<\/li>\n<li><strong>Deposits are personal.<\/strong> What one person experiences as recognition or support may not have the same impact on someone else. Take time to understand the individuals in your team.<\/li>\n<li><strong>Reliability matters.<\/strong> Keeping commitments, clarifying expectations, and following through are some of the simplest ways to build trust.<\/li>\n<li><strong>Mistakes happen.<\/strong> Effective managers recognise when they have made a withdrawal, take responsibility, and work to rebuild trust.<\/li>\n<li><strong>Strong relationships enable performance.<\/strong> Emotional bank accounts are not separate from results\u2014they are one of the foundations that allow teams to collaborate, adapt, and succeed.<\/li>\n<\/ul>\n<p>Great managers don&#8217;t build trust through one big action. They build it through hundreds of small deposits made consistently over time.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>In our Practical Toolbox for managers training program, one of the key points participants take away is that the success of your feedback\/feedforward rests upon your broader relationship with your partner.<\/p>\n","protected":false},"author":5,"featured_media":41480,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[491,473,492],"tags":[503,504,115,99,489],"hubs":[496],"class_list":["post-30719","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-interpersonal-skills","category-leadership-hub","category-teams","tag-building-trust","tag-emotional-intelligence","tag-influencing","tag-leadership","tag-psychological-safety"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin 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