Time to take a hard look at the hard questions and maybe experience some of the hard facts that workers are not all that happy. Better to know now and do something about it than to wait until they jump ship to find out in their exit interview how you screwed up. You are doing exit interviews, aren’t you?
Answer these questions provided by the Forum for People Performance Management and Measurement to see how your organization measures up.
- Are employees empowered to service customers at the highest possible level?
- Does the company recognize the role of employees in retaining customers?
- Is the performance of employees regularly measured?
- Are internal communications truly aligned with external marketing initiatives?
- Does the company’s overall corporate objective include human resource and motivation issues?
- Is the company committed to employee development and training?
- Are employees encouraged to provide feedback and given the tools to do so?
- Is employee feedback incorporated into planning and operations?
- Can the company demonstrate a link between people performance management and sales and profit?
In an annual survey conducted by the Society of Human Resource Management, here are the results concerning work-life programs in corporate America today:
- 57% of companies now offer flextime to their employees
- 56% have wellness programs
- 36% allow telecommuting
- 20% have on-site fitness centers
- 19% offer stress-reduction tips to workers
- 13% offer massage therapy
When employees feel included when they feel a sense of belonging to an organization, when their personal values and goals are in alignment with the organizational values. In order to gain a maximum sense of involvement and engagement in an organization, here are some elements that need to be present to foster dedication, retention, and productivity:
- Intrinsic personal interest and worthwhile work
- Challenge and stimulation
- Personal involvement
- Positive environment
24% of 1000 workers surveyed said they were chronically angry at work. The most common reason cited was a sense that their employers “violated basic promises” and didn’t fulfill “the expected psychological contract with their workers”. The anger problem remains mostly underground and workers simply lose interest in work and become lethargic and uncooperative. What is going on in your office to undermine expectations?
Ask burned-out employees (or less than enthusiastic family members) “What do you really want from your job/school/your life/this family?”. Write down 25 quick answers to help jostle them into thinking about their interests and desires so they can look for a way to pursue them through work/school/family life.
So how does your organization measure up? Are you incorporating these types of things into your environment? If you have other ideas that are working for you, let me know at Gaia@GaiaHart.com.
I’m intrigued about the topic of corporate kindness and how being nice can actually be a competitive advantage. In The Power of Nice: How to Conquer the Business World with Kindness by Linda Kaplan Thaler and Robin Koval, they explain how friendliness and common courtesy along with how you look affects people’s moods and attitudes towards you. Cheerfulness and being polite and respectful spreads more easily than irritability and facial expressions and body language convey more relevant information than a sales pitch.
It’s all about the notion of consequences and karma – people may forget what you say, but they never forget how you made them feel. They remember acts of kindness as well as rudeness. After all, isn’t business and all of the world about relationships and how we connect with others be it inside or outside our organization?
Another book, The Kindness Revolution: The Company-Wide Culture Shift That Inspires Phenomenal Customer Service by Ed Horrell identifies how companies with stellar street reps for service excellence practice extreme kindness, respect, fairness and genuine niceties. He notes that the opposite of kindness isn’t being mean, it’s indifference. When indifference sets in, then it gives people a bad experience and in a world of choices, the customer (internal or external) chooses to walk. In fact, you can say that about any relationship – when indifference and disrespect and unkindness sets in, most people walk.
With a little more corporate kindness and consideration, I would argue that we would have many more gruntled workers than disgruntled workers. And we could actually save lives…one statistic form the Department of Labor cites that the #2 killer of workers on the job is homicide by a disgruntled colleague or customer. What are you doing to impart kindness in your daily activities? What are you doing to add light to the world? What are you doing to save a life today?
- Some tips from Love ‘Em, Don’t Lose ‘Em on keeping good people:
- Support personal and professional growth – are you building their future or are you a barrier
- Enrich the job function – do they have to leave to find growth, excitement, and challenge
- Is your worksite family friendly – do they have to choose between family life and work life or can they balance both
- Expand options for advancement – there are five career paths other than up
- Create opportunities for challenge, learning, growth, fun, enthusiasm, ownership, and a chance to feel valued – if they don’t find it inside, they will seek it outside
- Become a better listener – they want to tell their story and they want to know they matter and that somebody cares – when you tune out, you lose out and they move out
- Share the power, share the wealth, share the knowledge, share the praise, share the celebrations, and tell the truth
- Keep in mind the worth ethic when creating a work ethic in your organization. From the book Work to Live: The Guide to Getting a Life, Joe Robinson discusses how the operative ethic in our lives should be our worth ethic. “Measure the madness around you by whether it has worth for you, instead of whether you are worthy enough to take the ceaseless beating. Does it bring you significance, satisfaction, a sense of accomplishment, contribution, challenge? Or does it cut you off from sources of internal worth, isolate you, and sabotage your health? That’s not worth it, no matter the dough.”
Organizational and individual energy have hit some low points. Workers are stressed out, rusted out, burned out and ready to walk out according to some pollsters with their finger on the pulse of productivity. Read below on some of their findings on what’s going down and what you can do to help energize yourself in the midst of it all.
- Boring jobs kill. The researchers at the University Of Texas School Of Public Health found that workers who spend their lives in undemanding jobs with little control over their work are 35% more likely to die during a 10-year period than workers in challenging jobs with lots of options and decision-making. Learning how to deal with the stress and cope with the job demands help you to become stronger and more resilient to stress as published in Psychosomatic Medicine.
- Attitudes roll downhill from supervisors to front-line staff to customers, and keep them coming back. Try delighting your employees. When employees are treated well, they will treat your customers well, and people like doing business with people who like doing business.
- Enhance your energy and image over the phone by answering with your vocal tone ending on a higher note than at the beginning of the greeting. When your tone goes up, it conveys enthusiasm about the call. When your tone goes down, it conveys a more abrupt and annoyed feeling. Standing or at least sitting up straight improves breathing and vocal tone.
- Make a point to take a mid-day break and get away from your desk or other workplace to take a mental health break in order to come back refreshed and more productive. Average American workers only spend 15 minutes per day for lunch and most eat on the run, at their desk, or in their car.
- Absenteeism hit a 7-year record high according to a survey of 401 companies. 25% of absences were taken by people who weren’t really sick. Citing the main reasons for playing hooky- stress, and belief that workers had earned the time off. One of the winning excuses was, “If it is all the same to you, I won’t be coming to work. The voices told me to clean all the guns today.”
- A USA Today survey showed 75% of CEO’s and 88% of middle managers listed balancing work and family as a major concern. What are you doing in your life to actively balance personal and professional stuff?
- A Gallup Poll found 4 out of 10 workers report that they are frequently angry while at work. Maybe they should call in sick and stay home to work on balancing their life? If you notice your fuse getting shorter; take a look at your balance between personal and professional lives and actively work on simplifying and putting more fun into your day.
- A poll by Maritz Research found dissatisfaction with the way employers offer recognition. The survey of 1001 adults nationwide found 34% of them do not feel they are recognized for their work performance in ways that are important to them. Only 40% felt they were adequately recognized.
- Other findings indicated 26% of employees are unhappy with the way they are managed and 32% intend to change jobs. These restless employees say they’re looking for better compensation and career opportunities. Now comes word that, at least in the advertising, marketing and creative industries, only half of recently polled firms are concerned with employee retention. The Creative Group, a staffing services company in Menlo Park, Calif., reports ad agency executives and senior marketing executives with the nation’s 1,000 largest companies may be in for an unpleasant surprise. Many companies don’t focus on retention until it’s too late to staunch the flow of experienced, productive people, says Tracey Fuller, executive director of The Creative Group. Now is the time to ensure top performers feel valued and respected, and have positive interactions with their managers.
Be your own captain and navigate your own way instead of being tossed around by the wind and waves. Charting your own course is empowering and figuring out your direction and speed is half the fun. By using some of the other keys mentioned in this book; living your life on purpose sets you up to recognize and handle fate appropriately.
If you are not making plans for your life, then you are part of someone else’s plan. Take the wheel and take charge of your life. It’s your life, manage it well. A decision of inaction is a vote for fate to take over and run your life. Waiting around for the perfect time or the perfect circumstances or for 100% of all the information to come to you before making a decision will only paint you into a corner and narrow your selections of choice. Taking charge of your timely decisions and taking advantage of opportunities that come your way will help you steer your life in a more positive direction and give you more choices for positive outcomes. It will also help you avoid the stress of making a forced decision or having a decision or outcome forced upon you, which is a big energy drain.
Research from the neuroscience field has demonstrated that we’re actually hard-wired to empathize with those around us, thanks to a neural network called mirror neurons. We see it when we hear of natural disasters, which causes a deep emotional response. Our empathy makes it so that we can’t help but feel concern and care for those we don’t even know. Not to be confused with sympathy. I watched a stirring, animated short video on Youtube regarding empathy with a little fox. Check it out. One of the points to the video was that when you make an empathetic statement, it should not start with “At least….). Oh how that resonated with me. How often do we mention something to a colleague that did not go well and they being their response with “At least it didn’t….” Responses like this don’t help and don’t solve the issue, they just annoy you.
Though we are hardwired for empathy, we don’t see evidence of this behavior in the workplace. It seems too mushy. Why are so many workplaces suffering from a lack of human compassion, connection, and shared belonging? We care about the realities our colleagues face in our organization – of the challenges and opportunities they see going unaddressed and thus, our compassion arises from our curiosity to listen and learn, paired with our innate drive to relate to the realities of those around us.
This type of compassion is vital in today’s leadership because it’s the key to the internal driving force found within each us to understand what motivates our employees, what matters to them, and how we can connect the work they do to the shared purpose that defines why we do what we do. Many studies have shown that compassion in the workplace leads to higher levels of employee engagement and job satisfaction and reduces employee absenteeism and burnout. The Gallup organization’s major study asks employees if they have somebody they can call a best friend at work and if they have been asked about how they contribute to the organization and shown by their leadership that what they do matters. If they don’t feel they matter, they walk.
Here are some steps to help you to reconnect with your sense of curiosity and empathy to bring more compassion into the workplace:
- See your team mates beyond the roles they play in your organization and remain curious about what challenges them along with the willingness to listen to what opportunities they see for our organization to succeed.
- Make efforts to discover their true strengths by seeking to better understand and know those we lead – of what serves as the fuel for their internal motivation.
- Be open about not having all the answers because it’s impossible for anyone to truly know or understand the complexities of the work we do today and its impact.
Most of the daily decisions we make are not driven from a rational mindset, but from a response to our emotionally-driven, network of mirror neurons where we seek commonality and connection both to the work we do and to those around us. And that means that compassion in leadership involves an honest and more outward-focused approach to leadership that allows us to tap into the native talents, creativity, and insights of those we lead. Leaders must show their team members that they are present to hear, understand, and provide them with what they require to succeed and thrive. How will you show compassion and empathy to your colleagues, clients or customer today?
Mentors affect teams positively and tormentors infect teams. We can look at traits employees adore and abhor in their mentors and tormentors and what they can relate to themselves as they look into their leadership mirror to see how they come across to others. How do you rate on the Mentor/Tormentor scale? Are you adored or abhorred? What changes can you make today to move towards adored mentor status?
Leadership traits that people adore
- Has a clear vision of how people’s work meets the leader’s expectations.
- Provides timely, clear, constructive feedback.
- Expresses appreciation and gives credit where credit is due.
- Actively listens and answers questions.
- Treats others with respect and kindness.
- Consistently fair in their treatment of others.
- Trains, develops, and grows their people.
- Willing to jump in and help out when things become difficult.
- Has an open door policy and is available.
- Supportive and protective of their people when things go wrong.
Leadership traits that people abhor:
- Plays favorites
- Doesn’t take time to learn about employees personally, treats them as cogs in the production wheel
- My way or highway thinking
- Takes credit for your work
- Doesn’t take action when needed, particularly for discipline problems
- Has clunky communication skills and low emotional intelligence
- Does not respect younger workers and their contribution
- Kisses up and kicks down
Obviously, this list is not comprehensive. There are many great and not-so-great leadership traits we could add. One of the primary skills of strong leaders is excellent communication. Every item on the list above is affected by communication style and emotional intelligence.
Here are a few questions you can ask yourself to improve your leadership skills and help you get the results you want:
How do you treat your people? To help answer this question, you might ask yourself, “How do my people treat me?” For example, if you are warm and friendly, your people will probably be warm and friendly in return. On the other hand, if you are cold and blunt or if your demeanor is unpredictable, your team will likely go to great lengths to avoid you. Be approachable and consistent in dealing with others and they will reciprocate. We are mirrors for how people treat us. If you notice that others are not treating you well, not saying hello and good-bye, then look inward to see if they are mirroring your demeanor.
Does your team understand how what they do contributes to the success of the organization? Don’t assume they know, even if the answer may be obvious to you. Recent research indicates that somewhere between 70% and 95% of people do not know how what they do contributes to their organization’s success. If most individuals lack this understanding and you haven’t conveyed it to them, then you are missing the opportunity to increase their motivation, and the likelihood that they will be as productive as they could be. Ask them if they know their impact on the organization’s success, listen to their response, and be prepared to fill in the gaps. According to Dan Pink in his book Drive; he states that motivation today relies on purpose, autonomy and mastery. If they don’t know their purpose, are not given the space to do it and to learn it, then you can be sure you’re a tormentor they abhor and they won’t be there for long. Do you express appreciation for a job well done to each person on your team at least once a week? Particularly with the new workforce, they expend on-demand feedback and may not wait around for it. The younger generations in and entering the workforce today are serial freelancers with the skills to get jobs at other places and won’t hesitate to jump ship and go out on their own. Make sure you are doing what you can to retain them and be their mentor they adore.
When we coast for too long, it means we are going downhill. So like a shark, if we quit moving forward, we cease to live effectively. Keeping our sights on the possibilities and discoveries ahead of us while enjoying our present helps keep us moving in the direction of our dreams. When we are hopeful about what lies ahead of us, we look forward to a new day.
When we are in charge of creating our future, we get excited about moving forward to greet our goals. Sometimes we may choose to move sideways as a form of moving forward – as in a lateral move in our workplace. At times the answer is not always moving up, but out that makes the most sense, but it is always moving you forward towards where you want to be.
Popular psychology suggests that we are either moving forward towards pleasure or away from pain – either way, we are making a positive move that instills energy in our actions and gives us the power and the confidence to keep moving forward. Go where your heart leads you, go for it, go take a hike, or go explore a new destination.
If you don’t go, you won’t know. Taking the attitude of taking off towards where your dreams and desires lead you helps build your confidence, build your resilience to stress, and build on your life experiences. Be bold and go to where you think you need to go in order to get what you think you need. Taking brave steps toward your goals gives you energy and courage to pursue your dreams with guts, grace, and gusto.
Interesting people, activities, places, books, ideas, information, and association with other interesting things gets you stepping a little higher. Energy and inspiration by association seem to kick-start your battery. The key to attract interesting people is to create an interesting life, become an interesting person, and seek diversity to get your engine humming. When your mind stops exploring new interests and discovering new ideas, then your soul withers and your brain stops expanding to take in new information.
So what’s new and interesting on your To Do list today? Get interested in becoming interesting and see what kinds of energy sources you tap into. If your life seems like Bill Murray’s in the movie Ground Hog Day, then it’s time to make some changes and include more interesting things to add some spice to your days so they won’t all seem like re-runs that run you down.
At the dentist recently, I discovered that my dental hygienist hasn’t taken a vacation in 30 years. I nearly fell out of the dentist chair on the spot when I heard the sad news. The first words out of my mouth were not diplomatic, “What the hell is that about?” I was so incredulous, I lost all sense of decorum and social graces in that moment of shock. I really count not relate on any level to that statement of not taking time for yourself in 30 years. I guess I’ve been very, very fortunate to not relate to something out of my realm of understanding. If you’re going to be a good role model for your kids or your work team, or a good leader of any type of group, you need to be inspired. What are you doing to invite awe and inspiration into your life to keep you going and keep you interested and keep you interesting?
I live for exploration, discovery, learning new things, seeing new sights and being awe-inspired every chance I get. I seek out beauty and inspiration, and surround myself with what I love as often as I can in daily life to keep the happy factor pumped up. Taking inspirational vacations is one of my favorite past times. These can be mini weekend get-aways, an overnight in a cool place, an afternoon at a local haunt, a multi-week extravaganza, or a multi-month sabbatical. I just don’t understand people who lose vacation days each year because they never took time off. This is your time, you’ve earned it. You deserve to refresh, recharge and get inspired by adding a little awe into your life.
I recently returned from a holiday Caribbean cruise and though I’ve done many, many cruises; this one held some awesome and inspirational experiences for me. Kayaking has been part of my life for a few decades and I wanted to try something I’d never done. We went kayaking at night in a bioluminescent bay that glows with movement from the organisms similar to fire flies. There are over a million organisms per gallon and they each glow only once per night when they sense motion. So off we paddled through the bay into a canopy of mangrove trees that was so narrow and so dark, you could only see the glow sticks on the kayak in front of you, the glow of the water off your paddle and from the bottom of the kayak and the glow of schools of fish you paddled through or if they jumped. It was a very eery feeling to paddle by feel instead of sight. A new and awe inspiring experience. Only when the guide turned on his head lamp could you see the tree roots hanging down from the branches, the iguanas hanging from the branches and the crabs scurrying across the roots. The tunnel of mangrove branches opened in to a lagoon a few hundred acres in size and we free paddled around and played in the water. It looked like glowing glitter as it slid down your arm. It was such a natural treat, nothing like it. We were giggly, gleeful, amazed, and agog with wonder of this ecological experience.
Coming back to the ship, I experienced a couple other types of awe and inspiration. One was the after-dinner entertainment, which is usually quite cheesy. These guys had won America’s Got Talent national talent show and now had an act in Las Vegas – Recycled Percussion. They gave everybody in the audience drum sticks and things to bang on and they put on such a highly –charged show, there wasn’t a face in the place that didn’t have a smile. They also gave out ear plugs for the faint of heart. By the end of the show everybody was boogying to the rock and roll they remembered. It was awesome. The inspiration continued as we danced our way to the after party show with the BB King Blues Club All-Star Band. The best band I had heard in countless years. They had the ship rockin’. We enjoyed them so much, it was a nightly pilgrimage to wherever they were playing and I carried home a CD so I can recapture the inspirational sounds of the classic, funky blues music.
So it turns out that experiencing awe and inspiration can come in many forms. I just Skyped with a friend in Germany who visited a surprise Monet exhibit never before shown to the world in a mansion outside of Paris. Hearing about it and experiencing it through her was vicariously inspiring. Make your list for the year – what do you want to do to invite awe and inspiration? Add these things to your Hot 100 List – you know the list I’ve been writing about for years. Your annual exercise to write down 100 things you want to have, do or be. Next on my list of awe and inspiration is experiencing the aurora borealis in Iceland and seeing Machu Picchu. What’s next for you?