Tag: human resources

Categories
Engagement

Favorite Quotes on Pandemic-Related Changes in the Workplace

Last year’s disruption by COVID-19 led to copious content on its impact on the workplace discussing how leaders could navigate, cope, innovate, sustain and/or continue to grow in anxious and uncertain times.

As an advocate for a positive and engaged organizational culture, I was fascinated with the discussions and resulting responses to the pandemic. And I’m excited that aspects of the workplace have actually changed for the better. Here are some of my favorite quotes that reflect these changes.

Collaboration

“While no organization has the exact answer yet (that we know of), many are seeing the office of the future as a meeting place for collaboration, connection, and innovation and much less as a heads-down cubical farm for individual work.” Aaron De Smet, Laura Tegelber, Rob Theunissen, and Tiffany Vogel, Overcoming pandemic fatigue: How to reenergize organizations for the long run

“If there’s a silver lining to crisis, it’s that it shakes up structure … Many teams have seen people across functions step up and speak up with effective results — and now that they’ve found their voices, taking them away would be both difficult and wrong. Leaders and teams alike need to learn a new style of collaborative decision making.” Lolly Daskal, How to Prepare Your People for the New Normal

Employee wellness

“This crisis has presented a once-in-a-lifetime opportunity to reinvent the workplace. Things that might once have seemed impossible have proved surprisingly workable … Focusing on well-being and social connectivity will serve [an] important purpose: helping employees to recover faster from what, for so many people, has been a traumatic, painful, and stressful period. And that is not only good for business—it is good for people.” Adriana Dahik, Deborah Lovich, Caroline Kreafle, Allison Bailey, Julie Kilmann, Derek Kennedy, Prateek Roongta, Felix Schuler, Leo Tomlin, and John Wenstrup, What 12,000 Employees Have to Say About the Future of Remote Work

“In unprecedented, rapidly changing situations, play is a critical capability. As well as providing much-needed stress relief – how many of us are currently working from dawn to dusk? – play can end up being counterintuitively, very productive. We can make interesting, new connections between ideas when we allow ourselves to loosen up from our regular goal-driven, laser-focused, instrumental approach.” Martin Reeves and Jack Fuller, We Need Imagination Now More than Ever

Leadership

“This is a time for leaders to try to invoke or provoke a degree of reflection, spending the time to talk about a shared sense of purpose and core values while also spending the time to emotionally check in. In fact, it will have the dual benefit of helping people move past the present suffering and begin to envision and create their new future together.” Richard Boyatzis interviewed in Psychological safety, emotional intelligence, and leadership in a time of flux

Better Workplace Culture

“… companies are waking up to the need for greater empathy and compassion to create a workplace that can unleash the full potential of their people even beyond the crisis … introducing new, more human-centered principles that truly put talent and people at the heart of organizational success. [These principles] all have one thing in common: a vision of successful organizations that are intensely human, nurturing the very best elements of emotion, creativity, human connection, and empathy and inspiring emergent leadership at every level.” Aaron De Smet, Laura Tegelber, Rob Theunissen, and Tiffany Vogel, Overcoming pandemic fatigue: How to reenergize organizations for the long run

[Image by Chris Montgomery on Unsplash]
Categories
Engagement Training & Development

What I Enjoy about My “Work” as a Facilitator

How many people do you know who truly love what they do? Well, you can count me as one of them.

Combining multiple roles of “catalyst, conductor, and coach,” my work as a facilitator is complex, challenging, and gratifying. Projects may appear to be similar, yet each facilitated session is unique.

I enjoy my work on two parallel levels.

Working with people to ensure a meaningful experience:

  • helping clients create the appropriate space (i.e., opportunity) for groups of employees, customers, partners, volunteers, board members, and other stakeholders to purposefully be together
  • developing and applying the appropriate questions and flow that safely enable individual and collective discovery, shared understanding, focused discussion, problem-solving, planning, ideation, etc.
  • sharing outcomes and observed insights with clients + keeping in touch with them about their progress.

Working on myself for ongoing professional and personal development:

When it comes to my work, I’m fortunate to enjoy both what I do and how I do it.

“People don’t choose their careers; they are engulfed by them.” John Dos Passos

[Image by Engin Akyurt from Pixabay]
Categories
Engagement Training & Development

Boss’s Day 2020 – Appreciating the Best and Worst Bosses

Seeing the selection of Boss’s Day cards for October 16th reminded me of the bosses I previously worked for who ranged from great to toxic. [See my suggestion below for observing Boss’s Day this year.]

I had the privilege of working for a few executives I highly respected. I also worked for execs who were inept, inconsistent, immature, and egotistical to the point of being intolerable.

Along my journey in the workplace, I did my best to practice the positive traits of the best bosses and avoid the negative behaviors of the bad ones. They all taught me how much influence those in charge have on engaging employees to do their best or causing them to disengage over time.

The Best Bosses taught me the value of working effectively with employees. Through their attitudes and actions they demonstrated:

  • honesty, transparency, and clarity in communicating what was happening in the organization and how it impacted people’s work
  • fairness in their dealings with employees by showing no favoritism
  • support for employees by providing the tools, training, and trust to do their jobs.

The Bad Bosses taught me the behaviors that frustrate employees and lead to a toxic work environment:

  • treating employees as minions whose function was to bolster the boss’s ego
  • assuming employees have no life outside of work and are available to be called upon 24/7. (The mantra of one boss could have been “Lack of planning on my part will constitute a constant emergency on your part.”)
  • assigning employees projects without all the proper information and/or support needed to accomplish them.  (I experienced this situation because one boss was into power trips. Another couldn’t make up his mind on what he wanted and waited until the project was near-completion. Then he’d shift gears so my team would have to start over – wasting precious resources in the process.)

I don’t know if anyone is ever fortunate to work with only the best bosses or cursed to work with only nightmare bosses; most likely it’s some combination. Regardless, each has something to teach us about what works and what doesn’t in managing and leading people.

How to Observe Boss’s Day 2020

COVID-19 restrictions and working remotely may preclude the usual celebration of taking the boss to lunch. If you’re fortunate to work for someone worth acknowledging on Oct. 16th, let that person know you appreciate working with her/him/them and offer specific feedback that compliments and reinforces why you like being part of that person’s team.

If you work for a bad boss, consider observing Boss’s Day discretely by updating your resume. It might turn out to be the best gift you give yourself.

[Photo by Ben White on Unsplash]

 

Categories
Customer service Engagement

Important Reminder for All Employers

It’s been several months since COVID-19 disrupted and changed the workplace. Regardless of where your employees now work – whether from home, at your place of business, on the road, or some hybrid approach – the following still applies.

“The way your employees feel is the way your customers will feel.
And if your employees don’t feel valued, neither will your customers.”     
– Sybil F. Stershic

[Image by jessica45 from Pixabay]
Categories
Engagement

Exploring the Work-from-Home Experience & Its Out-of-Office Toll

Employees who are used to working in an office environment have undergone an abrupt change to working from home the past several months due to COVID-19. Curious to learn how they were handling the absence of in-person communications, collaboration, and teamwork, I reached out to colleagues (executives and professionals in a variety of organizations where working from home is not the norm) to understand their experience.

Here are the qualitative highlights compiled from more than a dozen responses.

Describe your experience about working from home since COVID-19 impacted your workplace.
Similar to many articles exploring the pro’s and con’s of working from home, my colleagues confirmed it’s a “mixed bag” and a “means to an end.” They appreciate the convenience and time-saving of not having to commute, and many are grateful to have the opportunity to continue working. At the same time, they’re frustrated with distractions from other family members confined at home, insufficient and/or inconsistent bandwidth, and fatigue from meeting virtually.

“The lack of personal engagement has created more challenges than I would’ve guessed. I underestimated how much I benefit from organically ‘talking something through’ – the benefits of speaking out loud and receiving real time feedback.”

“Having always had a lot of interaction with others in the office, I now have to make an effort to keep this collaboration going.”

What stands out for you about working remotely compared with working in your office location with fellow employees?
Most notably, respondents commented on missing personal interaction.

“Emails have doubled or tripled as a result of not being able to casually talk to others in the office. And the virtual meetings are more tedious than those around the table.”

“Our work has intensified and what stands out most for me, as CEO, is a lingering concern about staff burnout and my inability to intercede. Working remotely reduces the opportunities to ‘check-in’ on staff and make sure they’re doing okay.”

“Working from home takes a lot more effort to stay connected. While in the office chats occur naturally, I now have to pick up the phone or setup a virtual meeting to run ideas by somebody or just chat about the weather. It’s easy to lose contact with an introverted person and difficult to find out how somebody is really coping with this new normal.”

What are you most looking forward to about returning to your workplace environment?
The act and impact of being with other employees is a major theme. Being together feeds the energy of working as a team.

“I am most looking forward to the sense of team momentum. I know we can all knock out our work independently but that feeling of striving and progress is different when we can’t work as a true team.”

“Collaboration! Seeing somebody in person and not through a screen.”

“I look forward to the camaraderie of my colleagues.” 

Takeaway: the Energy Toll
While coping as best they can under the circumstances, people who prefer the office environment find that working from home requires more emotional energy to connect, communicate, and collaborate with others. They look forward to returning to their respective workplaces to regain the strong sense of teamwork and esprit de corps that happens when being together.

Note: Special thanks to everyone who took the time to share their working from home experiences for this post.

[Image by You X Ventures on Unsplash]

Categories
Customer service Engagement Training & Development

What’s Reflected in Your Brand Mirror?

To hold on to your customers amid strong competition, it’s important to provide a positive customer experience. But where do you begin?

You start from the inside out with the employee experience because the way employees feel is the way customers will feel – and if your employees don’t feel valued, neither will your customers. 

Picture the relationship between the two as a mirror. If employees are frustrated by company policy or internal politics, their attitudes can be reflected in their dealings with customers. Who wants to be served by employees who feel hassled or ready to disengage? It takes only one or two such encounters before a customer goes elsewhere. And who knows how many other customers will hear of their experience?

What do you see when looking into your company’s employee-customer brand mirror?

  • a shiny reflection of positive experiences with your internal and external brand?
  • a blurred image that needs polishing to be more employee- and customer-focused? or
  • a cracked image opening up opportunities for your competitors?

Three keys to creating a positive and polished brand reflection:

  • Proactively pay attention and listen to employees to better understand their experience in your workplace; e.g., employee surveys, management by wandering around, engagement discussions, exit interviews, etc. Do your employees have the tools, resources, and information they need to effectively serve customers?
  • Based on what you learn from listening to them, involve employees in improving business operations to better care for customers and each other.
  • If your organization is in transition or stressed with limited resources, positively acknowledge those who rally the energy and enthusiasm to serve customers and co-workers despite the situation.

If you need a reminder :

“There is no way to deliver a great customer experience with miserable employees.”  Steve Cannon

“Always treat your employees exactly as you want them to treat your best customers.”  Stephen R. Covey

[Image credit: Photo by Laurenz Kleinheider on Unsplash]

Categories
Engagement Marketing

Strengthening Your Company’s Brand from the Inside-Out – Podcast Interview

What a joy to be a guest on the “Profitable Happiness™” Podcast, hosted by bestselling author and musician, Dr. Pelè, who focuses on workplace happiness as a key to success.

In our engaging 30 minute conversation, we talk about what lead me to bridge marketing and human resources with internal marketing to create a positive workplace culture that values employees and customers. We also discuss interesting issues such as how to identify happy workplaces, how to save money on outside consultants, and how to have a positive impact in a toxic environment.

Listen here for our conversation on Internal Workplace Wellness Marketing.

To learn more and listen to Dr. Pelè’s other interviews with “successful workplace happiness experts, executive coaches, and entrepreneurs, check out his website.

 

Categories
Engagement

Employee Engagement Killer

Have you ever found yourself in one of these situations?

  • Without warning, your position is eliminated due to restructuring
  • Your job security is at the mercy of company or government politics
  • Your job responsibility is minimized as a result of a management change or merger
  • Your competence and performance – reflected in stellar job evaluations – is questioned by a new boss.

Few people I know have been untouched by these situations. Their experience (and mine) leads me to describe the killer of employee engagement as “extraction” –  i.e., “Let’s wring as much as possible out of employees until we no longer need them.”

“Don’t take it personally”

Company decision-makers and/or those delivering the bad news try to rationalize “It’s just business” so employees don’t take their dismissal to heart. But how can people feel otherwise with the pain of losing one’s job, credibility, or work identity? Those left behind wondering “who’s next?” can’t help but feel at risk.

Several people close to me have experienced this pain. Here’s what they – and anyone who is feeling undervalued in the course of “it’s-just-business” – need to keep in mind:

“Your inherent value stands regardless of others’ decisions. You are not a victim of your circumstances.”

Categories
Engagement Marketing

HR Pro’s Name Favorites in the “Cartoon Employee Hall of Fame”

[With Employee Appreciation Day approaching, I’m delighted to share this special post from my friends at myHR Partner. These HR professionals are serious about their work, yet also have a great sense of humor. I encourage you to visit their Modern Employer blog where you can find helpful and informative content.]

myHR Partner’s Cartoon Employee Hall of Fame

In recognition of Employee Appreciation Day, which falls on March 1st this year, we would like to share our first Cartoon Employee Hall of Fame. It’s a short list right now, but we’ve included our expert commentary to make it special. We’ve also included suggestions for what to do to celebrate your workforce on their special day in honor of these inductees. Enjoy!

The Simpsons © 20th Century Fox.

Homer Simpson
With famous quotes like “Son, if you really want something in this life, you have to work for it. Now quiet! They’re about to announce the lottery numbers” and “I think Smithers picked me because of my motivational skills. Everyone says they have to work a lot harder when I’m around,” how could we not recognize Homer’s influence on legions of employees who seek to improve their work habits and have been encouraged to realize that at least they are not as bad as that guy.

Our HR commentary: Watching Homer Simpson at work, you have to wonder “Who the heck was that guy’s hiring manager?” Can you imagine what kind of antics would have turned up on his background check? The show’s writers are missing out on comic gold by not covering that in an episode. Talk about a company in need of help with its hiring process!
           Employee Appreciation Day idea inspired by Mr. Simpson: Donut buffet.

SpongeBob Squarepants © Viacom International

SpongeBob Square Pants
SpongeBob loves his job as a short order cook at the Krusty Krab, and he’s good at it, too. We salute his positive attitude and work ethic, although his mannerism and overly outward personality can at times feel like an assault on the senses. What he lacks in workplace etiquette he does make up for in song-and-dance routines, however. Because he doesn’t ever intentionally mean to annoy anyone, it’s funny to us. For Squidward, not so much.

Our HR commentary: Could you have a more energetic or optimistic employee? That type of enthusiasm in the workplace is definitely needed — in moderation, of course. When it begins to become a distraction to his coworkers, that’s when a constructive conversation should occur. Maybe Mr. Krabs could conduct such conversations 2,000 leagues under the sea.
          Employee Appreciation Day idea inspired by the square-pantsed one: Karaoke and line dancing lunch hour.

Mike Wazowski and Sully
In a world where monsters generate their city’s power by opening random doors and scaring children, the Monsters Inc. team of Mike Wazowski and Sully are the undisputed company champs. They always bring in the most screams and are hailed by management as the greatest thing since sliced bread. They are good guys and dedicated workers and deserve to be recognized and rewarded for their achievements, including induction into our Hall of Fame.

Monsters, Inc. © Pixar, The Walt Disney Company

Our HR commentary: Mike and Sully rock, there’s no doubt, but their rock star status might have inadvertently worked against the larger team they belonged to at the company. Even putting creepy, evil Randall aside, when team leaders focus too much on just the brightest shining gems in the company, they miss out on the diamonds in the rough. Missing opportunities to build up the rest of your team can really stifle growth, create internal resentment and discourage other talented employees.
          Employee Appreciation Day idea inspired by Monsters Inc.’s most famous duo: Door prizes, of course.

The Flintstones © Hanna Barbera

Fred Flintstone
The world’s most famous prehistoric “bronto crane operator” (we believe the more politically correct title “geological engineer”) is anything but your typical quarry employee. He works at Slate Rock and Gravel Company, and even though his boss, Mr. Slate, has fired him on many occasions, Fred’s better work traits always seem to win him his job back at the end.

Our HR commentary: Fred Flintstone may be loveable but he is definitely the kind of employee who needs help keeping his emotions in check on the job. If you have a lot of Freds on your team, you probably should have training for managers on how to work with “drama queens” and other distracting personalities, as well as some team training on how to communicate more effectively.
          Employee Appreciation Day idea inspired by our favorite caveman: Company bowling tournament.

The Jetsons © Hanna Barbera

George Jetson
He works at Spacely’s Sprockets turning the Referential Universal Digital Indexer (R.U.D.I.) on and off. It’s reassuring to know that in the future a nine-hour workweek full of button pushing may be the norm. We must also admit that the we like the idea of someday being able to come home from the office to find that housework consists of pressing more buttons, when it’s not being done by a robotic maid, of course.

Our HR commentary: More than 50 years after ‘The Jetsons’ first aired on TV, there are still so many workplace communication issues in those episodes that are relevant. Email, texting, social media and other technological advances haven’t cured the problems. In some cases these modern conveniences have actually made the communication problem worse. One accidental reply-all email or ill-worded voicemail can make you want to just scream “Jane! Stop this crazy thing!” 
     Employee Appreciation Day idea inspired by the Mr. Spacely’s star button pusher: This is a tough one. Maybe a ’60s inspired lunch theme and serve moon pies all around?

Categories
Engagement

When Strategic Change is Designed to Disengage

After hearing from clients and colleagues undergoing organizational restructuring, I’m totally confounded by their descriptions of what’s happening. Managers are brought in from “corporate” or outside the organization and placed in positions to make changes without gathering any input from current managers who are running successful business units.

Yes, I get that company execs can change strategy and supporting structure(s) when and how they want to. It’s the processes they use that are most concerning – especially when they seem designed to disengage. Like changing job responsibilities with no consideration or input from the managers and employees in those roles. Or telling people they have to re-apply for their current jobs. While such an approach might be a way to eliminate under-performers, it’s insulting to those who perform at or above expected levels.

Executives who initiate strategic changes without engaging current managers in the process disrespect them by dismissing their institutional knowledge and experience working in their respective departments.

While organizational change isn’t easy. it doesn’t have to be made more painful by those in charge.

“The trick is to know what to change when. And to achieve that there is no substitute for a leadership with an intimate understanding of the organization working with a workforce that is respected and trusted.” Dr. Henry Mintzberg