We've all been there. A project is clearly off track, a new office policy is causing tension, technology advancements are creating confusion, and the team is left feeling frustrated. Yet in meetings, everyone nods and smiles while the boss says, "Everything's going great!" This phenomenon is called "glossing," also known as toxic positivity, and it’s the habit of sweeping real challenges under the metaphorical rug, creating a vacuum where authentic dialogue should exist.

Think of it as the workplace version of saying "it's fine" when things are definitely not fine. While staying positive has its place, constant forced cheerfulness creates a different kind of problem. When teams can't talk openly about what's going wrong, they lose the chance to fix it. And worse, they stop trusting each other.

But here's the reality: When we gloss over issues, we don't just hide problems—we bury opportunities. Leaders play a crucial role in changing this pattern. Real leadership isn't about maintaining a perfect façade; it's about creating an environment where people can be honest about challenges and work through them together.

To better understand how glossing is impacting organizations, Wiley Workplace Intelligence surveyed 2,500 people. Our research explores how forced positivity undermines teams and how leaders can build genuine connections that drive real results. Because sometimes, the strongest teams aren't built on constant celebration, but on the courage to face challenges together.

Lack of Trust Can Lead to Glossing

Think about this, nearly half of employees report feeling pressured to stay quiet about workplace problems. This isn't just an uncomfortable statistic—it represents a fundamental breakdown in vulnerability-based trust, the foundation of all high-performing teams. When 45% of your workforce feels they can't speak up, they're operating from self-preservation rather than open collaboration.

Glossing—the habit of papering over real problems with superficial positivity—happens daily in workplaces. Picture this: A team is consistently missing deadlines because of understaffing and unclear priorities. Instead of addressing these root causes, their manager cheerfully announces in meetings, "We just need to work smarter, not harder!" while avoiding any real discussion about workload or resources.

A culture of glossing does more than silence concerns, it actively dismisses real challenges that teams face daily. While glossing is often done unintentionally, it can breed more frustration than the problems it tries to hide. When leaders respond to serious issues with empty phrases like "stay positive" or "look on the bright side," they're not just avoiding problems; they're telling employees their struggles don't matter. This patronizing approach breeds resentment and cynicism. After all, few things are more frustrating than having genuine concerns met with superficial cheerleading. Employees don't need forced optimism; they need acknowledgment, understanding, and real solutions.

Moving Past Glossing to Productive Conflict

Our research paints a stark picture of glossing at work, 68% of employees have felt the negative impact of unresolved issues, while 33% said they avoid discussing challenges or issues openly most of the time/always.

This isn't just troubling data—it's a clear signal that teams are stuck at the base of The Five Behaviors^® pyramid, unable to move past artificial harmony into the productive conflict that drives results. Like glossing, artificial harmony is a team dynamic where people withhold ideas, thoughts, or feedback to avoid discomfort or because they believe their input won't be well received. When teams skip the crucial step of building trust by engaging in healthy debate and honest discussion, problems don't just disappear, they fester. The Five Behaviors model shows us that productive conflict, built on a foundation of real trust, isn't just helpful, it's essential for team success. Without it, teams can't achieve genuine commitment, hold each other accountable, or focus on collective results.

Consider how transformative it would be if the third of employees who routinely avoid tough conversations felt empowered to engage in constructive debate instead. This isn't about creating unnecessary conflict; it's about acknowledging that different perspectives and honest discussions lead to innovation and growth. When teams learn to embrace productive conflict, they don't just solve immediate problems, they build a culture where glossing over issues becomes impossible because real dialogue becomes the norm.

How Team Leaders Can Make a Difference

Let's be real: when nearly half of employees feel like they have to fake being happy at work, something's wrong. That 49% of workers who feel pressured to put on a happy face aren't just hiding their feelings, they're sitting on ideas and solutions that could make things better.

Leaders can break this pattern by being more human themselves. Instead of pushing the "everything's fine" narrative, good leaders say things like "This is tough, and I'm struggling with it too" or "I don't have all the answers – what do you think?" When leaders show it's okay to be real about challenges, teams start to change. People begin sharing actual problems instead of pretending they don't exist.

These actions create the foundation for genuine team dialogue. When leaders demonstrate vulnerability, welcome difficult conversations, and acknowledge challenges openly, they create a ripple effect. Suddenly, teams have honest discussions instead of quiet nodding and smiling, new solutions emerge, and they move from surface-level positivity to meaningful progress.

As our data has revealed, glossing diminishes team potential because it skims over real problems and breeds silent resentment. However, cohesive teams can break this cycle by creating a space where honest conversations are the norm, not the exception. When teams address challenges directly, they transform potential conflicts into opportunities for growth, build deeper trust, and develop more innovative solutions. The result? A workplace where people feel genuinely heard, problems get solved faster, and teams become stronger with every difficult conversation they navigate together.

Wiley assessment brands lay the groundwork for cohesive teams. Specifically, The Five Behaviors learning experience offers a powerful framework for building successful teams. By fostering healthy teams across an entire organization, you can drive internal growth and retain top talent.

Wiley Workplace Intelligence conducts in-depth research on key workplace issues by gathering insights from individual contributors, managers, and leaders. Wiley Workplace Intelligence then analyzes these findings to provide actionable solutions that are shared in our blog.