It used to be, that in order to improve employee performance, managers based their decisions solely on the numbers. They adjusted processes, applied some training, did a little coaching, patted employees on the back and hoped for the best. Let’s be honest, this wasn’t the best approach.
Managing by the numbers makes people feel like numbers. While the numbers are important, employees need to feel valued as individuals.
To improve management/employee relations, managers need to humanize the work experience. A “people-first” management approach is a good place to start. Simply put, people-first management means that, above all else, employees come first—above process, revenue, profits, shareholders and customers. Yes, that’s right, above customers! This is proven to be the best approach for building trust and respect and results in significant improvements in employee morale, engagement and productivity.
In order for a people-first approach to work, managers need to know their employees –
• understand their needs, wants and desires, and
• determine career aspirations, training requirements and life goals.
Many of the managers who work for top “employer of choice” organizations display these behaviours on a daily basis: honesty, respect, passion, persistence, empathy, humility, compassion, gratitude and forgiveness. This lets their employees know that they care. If managers are not sure they are exhibiting “people-first management” behaviours, they need to ask themselves this question, “How would I like to be treated in this situation?”
Management must know what is in the hearts and minds of their employees. It might sound simple, but saying “good morning” with a smile on your face, and checking in with employees regularly can make a huge difference in building positive relationships.
These comments received on the Employer of Choice Commitment survey reinforce the positive impact of a people-first management style.
“Respects the rights and diversity of all individuals and staff.
“Very supportive and encouraging environment.”
“Takes health and safety training seriously and provides a safe work environment."
“I always know that, even though they are very busy, management will make time to hear my concerns and address them as much as possible.”
No matter where people work, they want to be heard and respected. They want to feel valued for the work they do, be given opportunities to succeed, and know they are making a difference.
If these things happen, you are well on the way to helping your employees stay connected, engaged and committed to your goals and objectives. You are well on your way to being an employer of choice!
Jeff Doran is Founder and President of CCEOC Inc. He has been improving customer experience and corporate culture for over 30 years by providing culture building and employer branding services including: the “Employer of Choice” market sector awards as well as the Contact Center Employer of Choice certification program. jdoran@ccemployerofchoice.com.
