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Leadership that listens: Building trust, ownership and performance
Insights from my Culture Corner conversation with Josh Nesbitt, CTO at Genio
Effective leadership in today’s tech landscape isn’t about being the loudest voice in the room—it’s about creating a space where every voice matters. High-performing teams don’t just follow instructions; they thrive in environments where they feel understood, trusted, and empowered to shape the outcome.
In a recent episode of Culture Corner, I spoke with Josh Nesbitt, CTO at Genio, about what it means to lead with empathy, clarity and trust. Josh shared practical strategies and personal experiences that brought to life a leadership approach grounded in listening.
Understanding individual differences
Recognising that no two people process or problem-solve in the same way is essential to building trust. Josh uses tools like the Strength Deployment Inventory (SDI) to understand both how team members are motivated and how they behave under pressure.
He shared how one individual posted their SDI profile next to their desk, showing others how they typically respond in conflict—a small but powerful sign of self-awareness that encouraged better conversations.
Josh reflected, “We all have different ways of thinking and reacting, especially under stress. The more we understand that, the more supportive we can be.”
Actionable tip: Build a shared language around individual strengths and preferences. Use tools like SDI to shape team dynamics, feedback conversations, and decision-making.
Creating psychological safety
Psychological safety sits at the heart of innovation. It’s what gives team members the confidence to speak up, admit mistakes and take risks. For Josh, it starts with leading by example—being open about challenges, even when it’s uncomfortable.
“You can’t expect your team to be vulnerable if you aren’t willing to go there first. That’s what builds the trust muscle.”
This approach has fostered a culture at Genio where authenticity isn’t just welcomed—it’s expected.
Actionable tip: Build routine opportunities for openness—team retrospectives, check-ins, or informal Slack threads—and model honest reflection in your own leadership.
Feedback as a two-way street
At Genio, feedback is not a top-down performance metric—it’s a mutual commitment to growth. Josh shared how his team discusses feedback preferences at onboarding: do people want feedback in the moment, in writing, privately, or in public settings?
“The worst thing you can do is deliver feedback in a way that overwhelms someone. Ask how they want to hear it—and respect that.”
The team also uses tools like Lattice to build a consistent rhythm of feedback, aligned with individual needs.
Actionable tip: Make feedback part of everyday culture. Set expectations early and revisit preferences regularly. Encourage feedback that is timely, constructive and rooted in shared goals.
Empowerment through ownership
One of the most impactful ways leaders can build trust is by stepping back and letting the team lead. Josh described how he intentionally holds back in team discussions—even when he has a clear view—so that others have the space to own the solution.
“I had a strong opinion on how to solve a problem, but I let the team explore it. They landed on a better answer than mine. That’s what ownership looks like.”
Actionable tip: Replace “Here’s what we should do” with “What do you think is the right path forward?” Let the team drive the process—and be ready to back them up.
Conflict resolution with empathy
Conflict doesn’t have to be destructive. Josh uses SDI not only for understanding strengths, but also for mapping conflict behaviours—how individuals react under pressure. Some shut down, others press harder, and recognising that helps prevent escalation.
“You can’t lead through conflict if you don’t understand how you and others respond to it. Once you do, the focus shifts from blame to resolution.”
Actionable tip: Encourage teams to reflect on their own conflict styles. Create a shared approach to how you navigate tension—centred on empathy, not defensiveness.
Supporting a continuous learning culture
Learning at Genio is embedded, not optional. Josh and his team block out dedicated time for growth using tools like Reclaim.ai and support everything from side projects to formal education.
“Growth isn’t a nice-to-have—it’s central to our success. If you don’t protect time for it, it just gets lost in the noise.”
Actionable tip: Make learning a core part of the role. Set development goals, protect calendar time and regularly reflect on growth during one-to-ones.
Final thought
Leadership that listens is about more than just hearing words—it’s about creating the conditions for people to do their best work.
By embracing individual differences, modelling vulnerability, opening up feedback channels, and empowering ownership, leaders can build high-performing teams grounded in trust.
As Josh reminded us: “Culture doesn’t come from the company. It comes from the people.”
Invest in the people, and the culture—and the performance—will follow.