The Bias That's Quietly Costing You Trust at Work
Leadership Lessons from Parenting, Part Two
My daughter and I have a joke.
When someone cuts us off in traffic, before either of us can say anything, one of us says it: "Potty emergency."
We don't know that. We can't know that. But we've made it our default — and somewhere along the way it stopped being just a joke and became a genuine habit of mind. Give people the most generous explanation that's plausible. Not because they've earned it. Because it's a better way to move through the world.
There's actually a name for the cognitive error we're working against when we do this. Psychologists call it the
fundamental attribution error — our tendency to explain other people's behavior with their character, and our own with our circumstances.
When we cut someone off, we were running late. When they cut us off, they're just rude.
It's one of the most common cognitive biases in existence, it's almost entirely unconscious, and in a leadership context it is enormously expensive.
What It Looks Like at Work
Once you know what to look for, you see it constantly.
The teammate who's short in Slack. Not "difficult" — three deadlines deep with context you can't see.
The stakeholder who goes dark on your email. Not "disengaged" — possibly buried, possibly waiting on someone upstream, possibly having a week that has nothing to do with you.
The leader who cancels 1:1s three weeks in a row. Not "doesn't care about you" — possibly underwater in ways nobody's said out loud yet.
In each case, the data point is the behavior. The attribution — the story we construct about what it means — is something we add. Quickly, confidently, and usually without realizing we've done it. And once the story is in place, it's sticky. We stop asking questions because we think we have the answer. We respond to our narrative about the person rather than the person in front of us.
That's where trust starts to erode — quietly, without anyone naming it.
Why This Bias Is So Hard to Catch
The fundamental attribution error isn't a failure of intelligence. It's a feature of how human cognition works.
We have access to our own internal states — our exhaustion, our stress, the context around our choices. We don't have access to anyone else's. So when we explain our own behavior, we naturally reach for situation. When we explain someone else's, we reach for character — because character is all we can see.
The problem isn't that we do this. The problem is that most of us don't know we're doing it.
In a leadership context, this matters enormously. Because the leader who has decided someone is "difficult" or "checked out" or "not coachable" has stopped being curious about them. And without curiosity, there's no real relationship — just a performance review waiting to happen.
The Replacement Habit
I've watched leaders shift this in real time, and it almost always starts with the same move: replacing the assumption with a question.
Not a loaded one. Not "is everything okay?" in a tone that implies it isn't. Something simpler and more direct:
"This is what I'm noticing. What can I do for you?"
It names the observation without the judgment. It hands the floor to the other person. And it signals something that most leaders underestimate: that you're paying attention, and that you're curious about the real answer.
That small sentence builds a surprising amount of trust. Because it treats people as whole humans with context you can't see — rather than characters in a story you've already written.
The three-question reset I use in coaching sessions:
- What do I actually know? (just the facts, just the behavior)
- What am I assuming? (the story I've added on top)
- What would I need to ask to find out? (the question that replaces the conclusion)
It takes thirty seconds. It changes the conversation that follows.
Curious, Not Judgmental — Every Time
The FAE isn't something you fix once. It's something you catch, over and over, for as long as you're leading people.
The leaders I work with who are best at this aren't the ones who never make the attribution error — they do, we all do. They're the ones who've developed enough self-awareness to notice when they've already written the story, and enough discipline to pause before acting on it.
Curious instead of judgmental. It's a decision, every single time.
And it turns out it's one of the most trust-building decisions a leader can make.
Bennett Strategic Leadership works with executives, chiefs of staff, and high-performing leaders who are ready to lead from a different place. If something here resonated, you're in the right place.









