relationships

Keeping Employees Connected (Without the Terrible Virtual Happy Hours)
Keeping Employees Connected (Without the Terrible Virtual Happy Hours) 150 150 Jason Lauritsen

Whether it’s because your workforce is newly remote or because you can’t hold in-person meetings right now, you are probably worrying about how to keep your employees connected. This has been a common refrain in the conversations I’ve been having lately.

I’m excited that this is a top concern for organizations and leaders. It’s overdue. Even before the pandemic, it was debatable whether our employees were that connected. A move toward greater connection is a positive one that will yield benefits far into the future for both employees and employers.

Yours is probably like most organizations and has turned to technology to find solutions. Zoom meetings, virtual team huddles and happy hours, and video leadership briefings have all become routine. The good news from my seat is that it appears that employees, managers, and leaders are meeting more than ever.

But there’s some question about whether or not all of this meeting is translating into a true feeling of connection. In fact, the term “Zoom fatigue” has become pretty common. And it’s a real thing.

If you want to foster and accelerate a feeling of connection for employees, you can boil the secret down to this: meaningful activity.

When it comes to connection for employees, meaningful activity is crucial.

Let me back up for a minute to explain. In 2012, I published my first book, Social Gravity: Harnessing the Natural Laws of Relationships, which I co-wrote with my friend and collaborator, Joe Gerstandt. We wrote the book to equip people with the insights and tools they needed to build networks of authentic relationships as a pathway to achieving success.

Our journey to write the book began because people started asking us how we’d each cultivated such a big network of relationships. At first, we weren’t sure of the answer, but we were curious enough to try to find it. This led to years of work deconstructing our own experiences and comparing that against what research suggested about how relationships form.

In our research, one of the most powerful insights came from the book Achieving Success through Social Capital by Wayne Baker. Despite the sexy title, this is a powerful book. The big idea that stuck with us from this book involved meaningful activity.

First, I need to explain social capital in case you aren’t familiar with the term. Social capital is the value that we have access to through our relationships with others. This value can be both tangible and intangible. Being friends with the neighbor who owns every tool on the planet and will loan them to you because of your relationship is a tangible example. Another example right now might be knowing someone who has access to surplus hand sanitizer.

Intangible examples involve things like trust or support. Being able to reach out and ask someone for a favor or help, and knowing that they are likely to say yes, is a form of social capital. Having someone in your life who will always take your call and listen when you need a sympathetic ear is also an example.

Social capital only exists in relationships where people have created some real connection to one another. They have some level of familiarity, trust, and often shared experience. The more robust the connection, the richer the relationship likely is in social capital. But without that connection, social capital doesn’t exist.

For example, you might have a thousand friends on Facebook or followers on Instagram, but would any of them show up to help you through a crisis or to help you move? Maybe. But unless you’ve invested in building some real connection in that relationship, probably not. Social capital is what differentiates the kind of relationships that help you survive and thrive in times like these.

Here’s the catch that Wayne Baker highlights in his book: Social capital is an outcome. It’s not something you can grab or create directly. It’s like happiness in this way. Happiness is something we value and desire, but we can’t buy or create happiness directly. It’s a by-product of doing things that make us happy.

Social capital, according to Baker, is the by-product of participating in meaningful activity with others.

Social capital is the by-product of participating in meaningful activity with others.

This insight rang true for us at the time, and I’ve seen it work over and over for the past decade since. When we come together with others to do something we mutually care about, relationships naturally form.

If you’ve ever volunteered or served on a board or committee, you have experienced this. As you do the work, you come to know the other people through their work and commitment. You spend time with them and create a shared bond, often before you even know much else about one another. These shared experiences and mutual interests bond you together and create a strong connection.

The same thing can happen with a variety of types of meaningful activity from working together on a project at work to coaching your kids’ sports teams. Shared participation in meaningful activity is one of the most powerful ways we have to cultivate connection that will not only help get us through the pandemic but will last far into the future.

How Can We Use Meaningful Activity to Help in Keeping Employees Connected?

As we think about how to keep our employees connected in this more distributed working world, the magic ingredient is to add meaningful activity to social interactions whenever and wherever you can. Instead of just trying to create more opportunities for people to gather virtually, create ways for them to gather with purpose.

The more that purpose is connected to an outcome or to making meaningful progress toward a shared goal, the better.

To get your wheels turning, below are a few examples to consider.

Life-Hacking Groups

Many people are struggling with how to work most effectively from home. Some are wrestling with their health while others are struggling with focus. Some are having relationship challenges while others are trying to balance parenting with working. Each of these people is likely struggling to figure things out on their own, searching for helpful resources, and experimenting to see what works.

You could create some groups around these issues where employees could meet to discuss their common challenges and what they are finding most helpful. Perhaps you ask or challenge them to capture the best three to five ideas from each discussion to be written up and shared on the company intranet with all employees.

Creating groups around specific issues employees are experiencing can help them figure out what works.

Problem-Solving Teams

If yours is an organization where work has been disrupted in a way that leaves people with some slack time in their schedule, consider applying that time toward tackling organizational challenges. Look at the issues that are known problems but which never get addressed because of a lack of time and resources. If you aren’t sure what they are, send out a short survey to employees or just start asking questions. Soon you’ll have a bigger list than you can tackle.

Prioritize the problems and ask employees to volunteer to be part of a temporary team to discuss, research, and propose solutions to these problems. Employees of all levels can both find and add great value in a process like this. This approach likely requires some facilitation to ensure that the group is focused and that everyone has the chance to participate. You need to be committed to taking some action as a result of the recommendations. If there’s limited budget or resources, ensure they know that upfront so they can use that in their process.

Shark Tank-Style Innovation Challenges

Much like the previous suggestion, if there’s slack time to be used, put it to use finding and pitching new products or services. Employees closest to the customer often have a clearer sense of their needs than anyone and are passionate about solving for them. Give these employees the freedom to explore and propose solutions. By having them pitch the solutions at the end creates a competitive energy that will bond the teams together.

Peer Coaching/Mentoring

The idea of peer coaching and mentoring might be a new one to you; it’s an idea that is relatively new to me. But it seems like an idea that is ideal for this time where people crave both connection and support. In short, the idea is that two coworkers are paired together and asked to complete a series of conversations together. Each person asks the other a series of questions, documents what they hear, and feeds that back to them with some thoughts or suggestions. Then, they switch roles and do the same thing over again.

I came to learn about this approach through my colleague, Aaron Hurst, who’s company Imperative provides a platform to facilitate peer coaching. With or without his tool to help, the process is one that is rich in meaningful activity. The peer coaching process fuels the need for connection, learning, and problem-solving. You could use a simple version of this to facilitate weekly one on one chats for those on your team. All people need is the questions, some basic instructions, and the time to do it.

You can read more about peer coaching here.

Sharing Meaningful Activity Is the Key to Building Connection

My focus right now is to find and highlight the opportunities within the chaos that has been created over the past few months. One of those is that our collective desire for connection has never been more pressing or urgent. If we meet that need with the right kind of opportunities, those fueled by meaningful activity, the connection created in your team and organization will build a foundation that will impact your organization positively for years to come.

 

If you’d like more content like this to arrive in your email box weekly, you can subscribe to this blog by clicking here.

 

Sign up for our free video series Igniting Employee Engagement. Make impact in your organization with fresh insights from more than 25 thought leaders and experts that you won’t hear anywhere else.

Our Crisis of Trust at Work
Our Crisis of Trust at Work 150 150 Jason Lauritsen

As I’ve talked to leaders and managers over the past weeks, the two biggest issues on their minds have been supporting remote work and the “return to the office” plan. The general feeling I get from most I talk to is that they believe remote working is temporary, and they are expecting (or at least their leadership team is) to simply roll out some kind of plan that brings everyone back to the office relatively soon. A nice tidy return to normal.

Not.

Going.

To.

Happen.

The past two months have changed things more than you think. It’s laid bare some major issues that were already present in most workplaces, simmering just below the surface.

A storm is brewing. And I think it could be a pretty big one.

When offices started shutting down, it caused all kinds of chaos–particularly for managers and leaders who were firmly in the camp of “remote work could never work for us.” There was great concern about how to supervise these newly remote employees in order to make sure they were doing work.

Sure, there was also some concern for the employee’s wellbeing, but the broader concern was about productivity. People made jokes about employees watching Netflix, doing laundry, or parenting their children instead of working. Some organizations started making people log their hours. Others started hunting for ways to monitor if, when, and how much employees were working at home. They rationalized this as management and supervision necessity.

Thing is, none of this is about productivity. It’s actually about trust.

Trust at Work–Or the Lack Thereof

If your management team has spent much time worrying about if your employees are putting in enough hours or if they are actually working at home, you don’t trust your employees. If you did, you’d realize that they care about their jobs, and despite a bunch of new challenges, they are finding a way to get their work done. It won’t look like it has in the past, but they are getting it done.

Based on what I’ve been hearing from employers, that’s exactly what’s happening. Regardless of how well you are or are not supporting your remote employees, they are getting work done, often while caring for and educating their children and dealing with other big challenges.

The truth is that your ability to make remote work successful has less to do with technology or policy or process than it does how much you have trust in your people. Managers who assume the worst of employees and who have grown up in the “butts in seats” model of management are struggling mightily right now. Their employees always knew they weren’t really trusted but it’s now more painfully obvious than ever.

Managers who assume the worst of employees and who have grown up in the “butts in seats” model of management are struggling mightily right now.

Trust is always important to a successful working relationship, but it is vital when the relationship is “long distance.” If your organization had behaved in a way to earn employees’ trust before you sent them home, you are likely doing just fine with remote work. If you are struggling, that’s not good news when it comes to trust.

And the news gets worse. They probably don’t trust you either.

Up until two months ago, a lot of organizations had been telling employees that working from home, even for a day or two a week, was simply not possible. There were a lot of excuses made: security, technology, etc. It didn’t matter how much working remotely would improve the work-life for the employee.  The answer was always the same.

No.

Then along came a pandemic and within days, what was once impossible became possible. Remote work was enabled out of necessity and the charade was over.

Employees now know that working from home is not only possible but that they can make it work even when they are confined to their home or apartment with partners and children, even when charged with schooling their children at the same time. On top of that, they have learned that they may even enjoy working from home and find they actually be more productive over sitting in a cubicle.

Working in the office wasn’t exactly a paradise for everyone.  Remember, Gallup tells us we were only fully engaging about a third of our staff before this all happened. Being out of the office for a few months may have been a welcome respite for some.

You can’t blame the employee for being skeptical. If remote working is so easily possible despite being told the contrary for so long, what else isn’t true?

When their leaders send out the message suggesting it’s time to “come back to work” in the office, there will be skepticism and uncertainty. When the organization assures them that it’s safe and that they are taking every precaution, it would be hard to blame the employee if they don’t believe the message and push back.

From their perspective, leadership may feel less trustworthy than ever and they know that working remotely works. Why would they be asked to put their lives and safety at risk for no apparent reason other than “getting back to normal”?

A standoff is in the making. It’s a standoff born from our crisis of trust. 

Management doesn’t trust employees to work from home. And employees don’t trust management enough to come back to the office. Sure, employees can be forced to come back, but at what cost?

I am aware that this scenario is cynical and doesn’t represent every case. There are companies out there who have done a great job building and maintaining trust throughout this pandemic. For example, Twitter just made a big move to allow employees to make the decision about coming back to the office (maybe never). This is what trust at scale looks like.

But there are many more examples of the contrary. The violation of trust around the viability of remote working feels pretty minor compared to things like Uber using a 3 minute Zoom call to tell 3,500 people they no longer have jobs. Jobs are being slashed to save profit margins, inequity is being amplified, and people are watching. If trust wasn’t already lacking in these organizations, it is gone now.

This didn’t happen overnight. Trust has been on the decline around the world for several years. A scan of the Edelman Trust Barometer research reinforces that this isn’t a new issue.

Trust has been on the decline around the world for several years.

And the really inconvenient truth is that trust takes time (months or years) to build and seconds to break.

What Does All of This Mean About Trust at Work?

There are so many things happening so fast, that it’s been hard to know where to focus. My goal in writing this post is to help you focus on what really matters. If you aren’t talking with managers and leaders about trust and building trust with employees right now, move it to the top of your list.

Essential employees on the front lines need to trust that everything is being done to prioritize their safety and the safety of customers. They need to trust that you care about them more than a couple of extra dollars.

Work-from-home employees need to know that you trust them to figure out how to get work done. And that you wouldn’t ask them to put their lives or wellbeing at risk unnecessarily. Remote working isn’t going anywhere. It appears that we may be dealing with this virus into 2022. Even if it is resolved sooner than that, remote work isn’t going anywhere now that the people know what’s possible. A recent IBM study of 25,000 people revealed that 54 percent of those surveyed want remote work to remain their primary way of working. And 70 percent want it to at least be an option for them in the future.

It’s never too late to start building trust. Now is the right time.

While I’m not going to try to give you a comprehensive class on trust-building here, I’ll point you to one of the best resources available: The Speed of Trust by Stephen M. R. Covey. This book provides some of the most actionable insights into trust building that I’ve found including a list of behaviors that build trust.  Below are a few to help you get started.

  1. Clarify expectations. Uncertainty is everywhere right now. One way to remove some of that uncertainty and foster trust is to work with employees to outline and document crystal clear expectations for their job performance. Make sure your employees can clearly articulate not only what work product is expected of them, but also “how” you expect them to work in the home environment. If you have expectations for responsiveness or availability, those need to be very clearly communicated. Even if the employee disagrees with the expectation, making it explicit and clear will help preserve trust in the relationship.
  2. Listen first. Don’t assume you know what an employee is dealing with. Coach managers to do frequent check-ins where they spend much of that time asking questions and listening actively to what the employee says. A quick way to lose trust is to jump to conclusions about what an employee feels or what they need. To build trust, ask meaningful questions and really listen to what you hear. Then use that valuable insight to provide the support they need.
  3. Extend trust. This is one of the most powerful, albeit counter-intuitive, means of building trust. When you demonstrate that you trust someone, it makes them more likely to trust you in return. This reciprocal nature of trust has been proven through research and it works. My rule of thumb as a leader has always been to trust people more than they expect. In a vast majority of cases, the person responds by being even more trustworthy than I expected.

In my opinion, the organizations that are most effective at building and maintaining trust will be those that emerge from the pandemic and economic downturn in the best shape, positioned to thrive in the future.

 

If you’d like more content like this to arrive in your email box weekly, you can subscribe to this blog by clicking here.

 

Sign up for our free video series Igniting Employee Engagement. Make impact in your organization with fresh insights from more than 25 thought leaders and experts that you won’t hear anywhere else.

How to Shape the Future of Work NOW
How to Shape the Future of Work NOW 150 150 Jason Lauritsen

I’ve been struggling the past couple of weeks to write.

Every time I sit down in front of my keyboard, I feel conflicted. The range of issues facing people leaders and organizations varies so widely.

On one end of the spectrum are those employers whose primary challenge is supporting the employees who moved from an office environment to working from home. Their biggest issues revolve around supporting work from home, engaging remote employees, and maintaining culture in a virtual working environment.

At the other end of the spectrum are those organizations that employ those deemed “essential workers” in today’s world. Things are very different for those in this group. Issues of safety and wellbeing are paramount. While they may have a few people working from home, they have far more who are putting their health and lives on the line each day to show up to work. The problems of the first group of employers I mentioned sound like luxuries to them.

The day-to-day realities of these two groups are very different. What’s helpful to one group, sounds almost trivial to another.

So, I’ve been a bit more stuck than usual.

Then I realized there was one conversation I’ve been having over and over with people who work at organizations that exist in all areas of the spectrum. It’s a conversation about our opportunity to change the very nature of work through this moment in time.

I’ve heard people say things like “the rules are out the window” and “everything is being hacked.” These same people talk about how things under discussion for years, which would have taken months, if not years, to get done in the BC (before COVID-19) world, are now getting done in days or weeks.

Things that executives had always resisted and thought not possible are currently happening.

The common thread in all of these conversations is that a window for innovation has opened wide. How we work, when we work, what we do to support and care for those who do the work, and many other issues related to work have been completely disrupted. Those who lead and manage people are being confronted with challenges they’ve never encountered before.

New problems demand new solutions.

And while the future remains volatile and uncertain, one thing is sure: Normal as we knew it for work is gone. We can never go back to the way things were before. And why would we want to? For decades, employees have suffered through a status quo experience of work that was most commonly disengaging and unsatisfying. Why would we want to go back to that?

What lies before us, regardless of the challenges currently at hand, is an opportunity to completely rethink and reshape work in a way that serves everyone better: employee, manager, customer…everyone.

Normal as we knew it for work is gone.

But we need to move swiftly and with clear focus on what matters the most. From my seat, that means breaking and replacing inhumane processes with those designed for humans. We must take advantage of the open minds and lowered guards from those in power to usher in a new era of work that truly works for humans.

Here are a few thoughts and recommendations for where we can make the biggest impact.

The Role of the Manager

From its inception over a century ago, the role of management has been oriented toward control. Employers tasked managers with ensuring that the company was getting its money’s worth out of the dollars they paid to employees. Unfortunately, even as the nature of work has shifted dramatically over decades, the role of manager hasn’t moved with it. Historically, this has been a sticky problem. But things are different right now.

Never before have managers been forced to think about and care for employee wellbeing more than they do right now. If you manage essential employees, you have to be dialed into how safe or scared they feel at work. You have to pay close attention to how the stress is affecting them because it obviously impacts their performance. 

If you manage a newly remote team, avoiding conversations with your employees about how they are balancing their family obligations and other distractions could have significant consequences to both their work performance and commitment.

In this moment, managers must have a heightened awareness of the humans who are doing the work. Partly that’s because we are all experiencing our own human challenges. This is creating greater empathy. In addition, the consequences of not attending to these issues are highly visible. The role of the manager in today’s working world is to cultivate human performance. I write at length about this in my book, but the short version is that people have a natural inclination toward performance and growth. When we have what we need, and our paths are free of obstacles, we will find a way to succeed. 

Managers must have a heightened awareness of the humans who are doing the work.

A manager’s responsibility to her team is similar to the gardener’s responsibility to her garden: to ensure that those miraculous living things have what they need to thrive and promptly remove any obstacles that might get in their way.

The opportunity in this moment is to orient management practices around checking in with the human first. One powerful example is to redefine and structure manager checkins with employees. I wrote a post about how to do this a couple of weeks ago that you can reference for more detail. It’s also a great time to focus on the education of our managers and leaders about issues of wellbeing so that they can better provide support to employees as they need it.

Managing Performance

It’s no secret that performance management is broken. And it’s never been more clear that managing performance through a once per year appraisal is ridiculous at best. Given all the concern about maintaining performance while employees are either under duress, working remotely, or both, now is the time to introduce and bolster processes that are foundational to effectively managing performance. Start with the fundamentals.

Clearly Articulate and Regularly Calibrate Expectations 

Given how quickly things are evolving and changing right now, managers should be in an ongoing conversation with employees about expectations. Each employee needs to be crystal clear about not only where they should be focusing their effort right, but also what expectations exist about how they get their work done. The key to all of this is what I call the golden rule of performance planning: “If it matters, write it down.” These written expectations can then be validated and renewed on a weekly or monthly basis to ensure alignment and clarity.

Have Regular, Ongoing One-on-One Conversations

Managers holding one-on-one meetings with employees has always been important, but right now, it’s vital. When you don’t have the benefit of in-person drop-ins or hallway conversations, having a regularly scheduled forum to check in about performance is extremely important. Using a regular agenda of questions to guide the conversation is a powerful tool to ensure that this time is used in the most valuable way. Some examples:

  • What have you been most focused on since the last time we met?
  • What kinds of obstacles or challenges are you running into?
  • What can I do to best support you right now?
  • What are you planning to focus on over the next week/month?

Coach, Don’t Criticize

In every interaction with an employee, managers should be providing some appreciation. Everyone is adapting right now and doing their best. Finding ways to provide some acknowledgment of the effort into making this new reality work will go a long way. At the same time, be careful not to use feedback in a way that kills morale. Instead of criticizing an employee for something that may not have gone well or for a mistake that was made, try to think more like a coach. Talk with the employee to understand what happened and why they made the choices they did. Then, provide some recommendations and guidance on how to get a different outcome the next time they face that same situation. Orient coaching toward improving future performance rather than dissecting past mistakes.

If we can build these processes, approaches, and skills into how we manage performance through this moment in time, there’s a good chance these practices will become habit. They will inherently become part of how we manage going forward into whatever the “new normal” looks like in the future.

Unnecessary Policy and Practice

Given how suddenly the shift from in-person to a distributed, work-from-home work environment happened, many traditional rules and policies were relaxed or even overlooked to make it happen. The focus, by necessity, had to be on how to get the work done and how best to support employees through this transition. If you pay attention, you’ll notice that some things that used to get more attention and energy are now missing.

For example, how has expectations of dress code or working hours changed? How has the view on managing work time changed in the past two months?

Most organizations are rife with policies and practices that have no real value or purpose.

There are probably a host of ways that work is happening differently now than it was before this pandemic. The critical question to ask is “why?” Many of the policies that have gotten bent or broken in this transition may not have been needed in the first place. Most organizations are rife with policies and practices that have no real value or purpose. They were probably written into existence as a response to one bad experience (i.e., one employee showed up to work dress inappropriately, so we wrote a policy instead of dealing with the one person).

Use this time to seek out and identify the wasteful and unnecessary practices and policies that have been revealed. Pay attention not just to policy but also busywork (i.e., weekly reports that no one was actually looking at) and unwritten rules (i.e., leave your personality at home when you come to work). Now is the time to actively identify and destroy these things so as we create the new normal, it is free of this unnecessary and harmful baggage from the past.

Seize this Moment to Shape the Future of Work

While I wish the price wasn’t so tragically high, a powerful opportunity to change work for the better is at hand. For those of us who believe that work can and should be a fulfilling and nourishing experience for everyone who does it, this is a moment where we must take action. If you are a leader of people, then use this time to show what is possible. If you support those leaders, equip them with new tools to help them develop new habits and mindsets during this time.

What we do at this moment will shape work for the next decade. Let’s make it count.

 

If you’d like more content like this to arrive in your email box weekly, you can subscribe to this blog by clicking here.

Sign up for our free video series Igniting Employee Engagement. Make impact in your organization with fresh insights from more than 25 thought leaders and experts that you won’t hear anywhere else.

How (and Why) to Check in With Your Employees Now More Than Ever
How (and Why) to Check in With Your Employees Now More Than Ever 150 150 Jason Lauritsen

If you are like most people, you are concerned about how the current situation is going to affect those closest to you.

My two youngest are out of school and are trying to make sense of everything that’s happening. It must feel strange and out of balance to them. My priority is making sure they feel safe and loved.

My oldest son is experiencing disruptions with both his college schedule and his job. He’s stuck here in a house for long periods of time with his parents and younger siblings. Regardless of how cool his parents are, it’s not exactly how he imagined spending spring.

My grandparents are confined to an apartment in a small assisted-living facility without being able to have coffee with their friends who live in the neighboring apartment. I know they are struggling with the isolation.

Every single person we know right now is worried about something that’s happening. That includes every single one of your employees.

We need to stay connected to one another. We need to talk about things. We need to ask for help. We need to laugh together.

We need to check in on one another.

Talk to Your Employees

For anyone who supervises others at work, it’s important that you take the time to talk to your people about what really matters right now. Call it a check-in, a one-on-one, or a video chat, but just do it. Frequently.

With all of the chaos and uncertainty around us and the pervasive talk of economic challenges ahead, employees will be looking to you for reassurance and support as their manager. It’s in moments like these that it’s valuable to remind ourselves that work is a relationship for employees. And with all this uncertainty, it’s natural that they may be worried about the status of that relationship.

It’s on us as leaders to step up in this moment to create as much clarity and stability as we can.

Now is a good time to remember the relationship test. If you aren’t a regular reader of the blog or you want a refresher, here’s a longer post about the relationship test. In short, the relationship test is a reminder to treat the people we work with with the same care and intention as we would anyone in our life who is important to us.

For example, let’s say your employee is also your daughter. When you check in with her, you’d ask “How are you feeling?” or “Is everything going okay?” If she were struggling with something, you’d dedicate your time and attention to figuring out how to help her through it. Only once you’d gotten through that and felt confident that she’s okay would you even inquire about work.

If she’s feeling scared or facing a personal crisis, a question like “How are you coming on that deliverable?” or “How much time were you able to work today?” seems pretty shallow and insignificant.

The relationship test challenges you to mentally replace the person on the other end of any interaction you have with your team with someone you really love and care about. If you find that it makes you pause, then you probably need to reconsider your approach or intentions.

The bottom line is that we need to be checking in frequently with everyone right now. Your employees should be a priority.

What a Good Check-In Looks Like

When you are checking with people right now, focus on three simple things.

1. How is the human?

When you check in with your daughter or best friend, you start with something like, “How are you doing?” You want to know first that they are okay. And if not, that’s where you spend your time.

With employees, it might be helpful to use a bit more structure to the question than “How are you?” I’ve been experimenting with 3H check-in lately, and it has opened up some excellent conversations.

The 3H Check-in

  • How’s your head? How are you holding up mentally? What is most worrisome or distracting to you?
  • How’s your heart? How are feeling? What emotions are you experiencing? Where are you finding positive emotions right now?
  • How’s your health? Have you been taking care of yourself? Are you moving your body each day? Are you caring for your (and your families) wellness?

If you haven’t had conversations like this with your people in the past, have some patience as this might take some getting used to.

As you get better at it and it becomes more comfortable, you might want to consider using a 1-10 scale when you do a quick check-in. Saying your head is “4” is far more powerful than simply saying “I’m okay.”

Once you’ve talked about the human side of the experience right now, it’s appropriate to talk about work.

2. Is the work you are doing aligned with what’s needed most?

In most organizations, it feels like everything has gotten tossed upside down in the past two weeks. This has been confusing and disorienting for many employees and managers. What mattered most a few weeks ago, might not matter as much today. And something that didn’t matter much is now very important.

This means that as leaders, we need to help our employees recalibrate their work. Just this week, I’ve talked to a few people who have said that their biggest challenge right now is that they don’t know what to be working on.

Performance Check-In

  • What are the top three priorities/projects you are working on? In other words, what are you working on and how are you deciding what to work on? Find out if a person is clear on what to work on and what matters the most.
  • What are you most uncertain about right now? Where do you have the biggest questions related to what’s happening at work right now? It’s likely that some of their questions might be the same as yours, and you may not have answers. But it’s better to call those out and talk about them, admitting that you don’t know, than to leave those questions unaddressed.

Through this conversation, your goal is to help the employee find greater clarity about what he or she should be focused on in the day-to-day. It should also help the employee to understand how to make decisions about what to work on next if unsure.

In this conversation, it’s also important to acknowledge the challenges that newly remote workers are likely facing, particularly if they are tackling the schooling of their children at the same time. These employees might be struggling with the demands on their time and how to prioritize.

Keep in mind, particularly now, that the goal of performance management is the work output, not the number or quality of hours worked. By helping employees focus on what matters most in terms of work output, they can use the hours they have for greatest impact. If they can get 80 percent of their work done in half the time right now, that’s a win–particularly if they are working on what matters the most first.

3. Do you have the resources and support you need?

No employee check-in is complete without asking the employee what he or she needs to be successful. This is particularly important now.

In the past week, you have changed where people work, how they work, with whom they work, and maybe even when they work. That’s a lot for anyone to adjust to in such a short period of time. In my own experience, learning to work in a home office effectively took months, if not years, to figure out. That was in much less stressful times.

The process requires a lot of adjustment and adaptation. During that process, employees will need increased leadership and support from you. Below are a few questions to help you check in with the employees on what they need.

Resource and Support Check-In

  • What is your biggest work challenge right now? This single question should help you zero in on what issue needs the most attention. Pay close attention to the answer because it will tell you a lot about where the person needs the most support.
  • What tools or resources would make work easier right now? Depending on the situation, the answer to this question may range from protective gear to technology tools. You may not be able to fix or address their needs immediately, but by understanding the request, you can work on a solution.
  • How can I be most supportive to you? How often do they want to hear from you? What kind of information and feedback do they need? What kind of flexibility can you create for them?

The point here isn’t that you can magically fix everything. But you need to know where the issues and challenges are so that you can fix those you can and help them navigate around those you can’t.  Just having the conversation will create a sense of progress and control for both you and the employee.

Final Guidance

Stay close to your people. Use these questions to create meaningful conversations. When the chaos passes, you will emerge from this a stronger leader with a team that is loyal to and trusts you at an entirely new level.

A reminder: This is new terrain for all of us. It’s something none of us has seen or managed before.

I’m struggling to find the balance between working from home and managing my kids’ school day at the same time. I’m doing okay, but I’ve also worked from a home office for years, so I had that advantage going in. It’s still tough.

Every person you encounter is trying to figure out how to adapt in their own way. Some are struggling, some are managing it well, some are in denial that any of this is happening. As a leader, this is our moment to practice patience, grace, and forgiveness.

This is going to be messy as we find our way through it together. Be quick to forgive when others make mistakes or fall down; they are doing their best. Help them recover and then ask how you can help them going forward. This is not a time for judgment.

Your people need the best of you right now. Be there for them. Support them. Give them your time.

You can get your people through this.

 

If you’d like more content like this to arrive in your email box weekly, you can subscribe to this blog by clicking here.

I’m Scared Too
I’m Scared Too 150 150 Jason Lauritsen

Last Monday morning, I sat across the breakfast table from a friend talking about how the media was creating panic over the coronavirus.

Early last week, I kept saying things like “I’m glad I don’t get a breaking news update every time someone dies of the flu or cancer like I do for this virus.”

That feels like a lifetime ago.

That same friend is now in self-quarantine due to possible exposure last week.

Looking back now, I’m embarrassed about how ill-informed and short-sighted I was. I was wrong. I should have been paying closer attention to what was happening in China and Italy. Hindsight….

As I tried to educate myself about what was happening and others smarter than I am helped to educate me early last week, the severity and dire nature of what was coming became clear. This is dangerous and it’s not like anything we’ve seen before.

We are still at the beginning. It’s going to get worse. Much worse.

And I’m willing to admit that I’m scared.

Over the past week, it’s been interesting and troubling to watch our behavior as this has unfolded. Most of us have never lived through anything like this, and no one seems to be prepared.

Like me, most people seem to start with some form of denial. “This isn’t that big of a deal.” We blame the media for creating panic. But they were doing their best with an unbelievable story. This isn’t their fault. And those early warning bells are likely to look pretty justified before this is all over.

While it seems that many people are starting to come around to the gravity of what’s happening, it scares me how many people still seem to be in denial, particularly some of our more irresponsible leaders. This is real, and it’s happening at breakneck speed.

If you are paying attention to the news as it unfolds, it’s hard not to feel some anxiety.

I’m worried about the threat this virus poses to our elderly and immune-compromised population. Selfishly, I’m worried about my parents and grandparents. I’m also worried about your parents and grandparents and anyone else at the highest risk.

I’m worried about how this is going to impact people who depend on the ability to go to work every day to early their hourly wage. When those businesses close or the schools close, and they have to stay home with kids, they can’t earn money to pay their bills.

I’m worried about the kids who don’t have a safe place to go during the day because schools are closed. And the kids who depend on the school to get at least two meals a day.

I’m worried about how this will impact my business and the businesses of so many others.

Yes, I’m scared. You might be too.  It’s okay to feel scared. And it’s important that we acknowledge and talk about it so it doesn’t consume us. By acknowledging our emotions, we can take positive steps to ensure that we are caring for ourselves and those around us appropriately.

Angie and I spent most of the weekend talking about what this means for us and for our community. We started putting a plan together for our family. We talked a lot about how we can help and lead in these crazy times.

Many of you are in positions of influence and leadership within your organization. Others are looking to you right now for leadership and guidance. They are uncertain and scared, and they don’t know what to do.

You’re probably facing some really challenging decisions in both your organization and your life. While I don’t have any special insights into how to navigate through a pandemic, there are a few things I’d like to offer up here that might be helpful as we work through these uncertain times. I am reminding myself of these same things right now.

  1. Focus on self-care. We can’t care for others if we aren’t taking care of ourselves. Get some sleep, get some exercise, pay attention to what you are eating and drinking, meditate if that’s your thing. To lead ourselves, our families, organizations, and communities through this uncertain time, we need to be strong. Healthy bodies are also more resilient bodies when it comes to illness.
  2. Educate yourself. Knowing more about this pandemic won’t likely make you feel better about what’s coming. But as long as you use sources like the CDC, Johns Hopkins, and reputable news outlets, you’ll at least have a foundation of information on which to make decisions.
  3. Up the communication, by A LOT. Over my entire career studying employee engagement, there is one common theme. We don’t communicate as often or as well as employees need. And this is during good times. In crisis and times of great uncertainty, your people need open communication with you more than ever. Unfortunately, our instinct during times like these is to slow down, create more formal communication, and make sure the message is “right” (whatever that means). Yes, it’s important you spend time thinking about what and how you communicate in times like this but also realize that minutes and hours matter. People don’t always need you to know the answer, but they want to know that you are thinking about them, you will keep them updated, and you are on top of what’s happening. Consider your own experience. Would you rather hear “We don’t know all the answers, but here’s what we do know” or silence? Silence in times of uncertainty fosters fear and further uncertainty. Just remember that when we know what’s going on, we tend to assume the worst. Yhe moral of the story is this: Whatever amount of communication you are doing with your team right now, multiply it by four or more. No one is going to get angry with you for over-communicating.
  4. Maintain connection.  Social distancing and isolation are going to be the new norm for a while. We need to remember that we all have a fundamental need for human connection, so as we are removed from the places where this happens naturally like the workplace, we need to replace it somehow. Google Hangouts and Skype provide video resources for free so long as you have an internet connection. Set aside time each day for calls, texts, video chats, or however you prefer to communicate. You also need to consider this for every member of your team or employee. How are you going to keep your people connected if you send them home or have to shut down?
  5. Just take the next step. There is no playbook or best practice for what’s happening right now. That can lead to paralysis of what to do for your organization or family. The thing is, you don’t need to have the whole plan worked out to do the next right thing. Do you send people home to work or not? Do you close your business or not? Do you keep your kids home from school if they haven’t closed? Make the best decision for today or this week based on what you know right now. But also realize that things are changing fast and as you get more info, a different decision might be warranted.
  6. Think about community. Much of the anxiety I’ve felt over the past few days has as much to do with my concern about the broader impact of this pandemic on our community as it does on our family. If we are to minimize the damage of this unfolding crisis, it requires that we all think beyond ourselves. The choices we make today will have important ripple effects on how life looks for us all over the next few months. As you contemplate what you do individually or with your team, try to consider all of those who might be impacted.

It’s important that we lean on and support one another as we navigate these uncertain times. Talking things through is important and helpful. If you want to talk or would like help thinking through some decisions you need to make, reach out and I’ll make time for you.

We are in this together. And we’ll get through it together.

 

Here are some resources that I’ve found helpful over the past few days:

 

Employee Engagement for You: The Latest News March 2020
Employee Engagement for You: The Latest News March 2020 150 150 Jason Lauritsen

According to Scott Berkun, innovation is significant positive change.”

In case you haven’t noticed already, I’m trying something a little different with my emails lately. It felt like we needed some innovation to bring more value to your inbox.

Today is my first attempt at a new monthly newsletter format to share with you some resources that I find both important and interesting. My goal each month will be to share some articles, podcasts, and videos that can help us engage employees (and sometimes ourselves).

I hope you like it. Send me a note to let me know if this format feels like significant positive change. Love it, hate it, don’t care, whatever, I always love hearing from you. Just hit reply and talk to me.

Until next time, enjoy the content.

Jason

The fastest way to improve the work experience is to start with what you can control. Try some things with your team to find out what works, then share your story with others. This article provides some great ideas on where to start. Read: Nine Ways to Make Your Workday Better

Bad attitudes and toxic behavior can ruin a team or an office. Research has shown that negative emotions are contagious, but so are positive ones. To be a better manager, we need to understand “emotional contagions” and how to use them to our advantage. Read: Faster Than a Speeding Text: “Emotional Contagion” at Work.

Over the years, we’ve debated the link between compensation and engagement. But some recent research suggests that for our lowest paid employees, compensation may be far more important than we ever considered. Read: The key to lower suicide rates? Higher minimum wages.

Spending any time with Brené Brown content will make you a better human being. In this podcast conversation with Krista Tippett, she discusses her research on belonging. It touches on everything from vulnerability and authenticity to fear and spirituality. There are some profound insights to be found here for both life and the workplace. Listen now. 

Nataly Kogan, author of Happier Now, is on a mission to remind us to celebrate the women in our lives on March 8, International Women’s Day. I’m in. I hope you feel the same. She explains more in this short video.

How Do You Repair Your Relationships?
How Do You Repair Your Relationships? 150 150 Jason Lauritsen

Among all the skills that are important to building great relationships, one of the most important is repair.

It’s also one of the most overlooked.

I wouldn’t be surprised if you’ve never thought of repair as a relationship skill. I don’t know that I ever had until I started doing research into how great relationships work.

Repair is what we do when we have a fracture in our relationship in order to ensure that it doesn’t become a full-on break. I’ll give you a few examples.

Repairing Relationships Before They Fully Fracture

When my oldest son Dylan was in high school, he (like most teens not excluding myself at that age) had developed quite the capacity for doing dumb things. Thankfully, he didn’t do any colossally dumb things. His specialty was the frequency of small ones.

This led to an expectation on my part. If something happened that could even possibly be linked back to one of his bad or thoughtless decisions, I assumed he was to blame and would often react accordingly.

I remember clearly one day when I made one of these assumptions. I don’t remember what happened, but I do remember going off the handle, accusing my son of being responsible and doling out some immediate consequences. He stormed out of the room and the moment ended.

Shortly afterward, I discovered that he hadn’t had anything to do with this particular incident. He was innocent. My reaction was based on his track record, not what actually happened. I could probably have justified my reaction by telling myself that I wouldn’t have reacted that way if not for all the other stuff he’d done. Thankfully, that’s not what I did. Instead, I apologized. I told him that I was sorry and that I had been unfair. I told him he deserved better than that and that I’d do better in the future.

He accepted my apology and the fracture I’d caused in our relationship and his trust in me was repaired.

I wish I could tell you that this was the only time I’d overreacted with him. It wasn’t. But each time it happened, I went straight to him with an apology.

Over time, he actually learned to do the same thing. When we had to enforce boundaries or tell him no on occasion, he was prone to overreaction. To his credit, once he calmed down, he’d come find me and/or his mother and apologize for how he reacted.

This ritual of repair was really important to us surviving high school together while maintaining a positive and supportive relationship. I shudder to think what our relationship might have looked like had we not been committed to this.

Repair Your Relationships at Home

My wife and I have a similar process for repair.

When we have arguments, which thankfully don’t happen often, it feels awful for both of us.

What we discovered over the years was that regardless of how much we disagree or how frustrated we were in the moment, there was only one right next step to take. A hug and an “I’m sorry.”

Before you go all “why are you always saying you are sorry?” on me, pump the brakes. In both of these cases, an apology is necessary.

Regardless of the argument we are having. Regardless of whether or not I am right (which my wife will tell you is very rare). And regardless of how justified I feel about my position on whatever the issue, I am sorry that I’ve made the person I love most in the world feel bad or hurt.

I’m also sorry that I wasn’t somehow able to approach the issue in a way that avoided the argument.

And I’m sorry that our relationship fractured in even a tiny, temporary way.

When we hug and say we are sorry, all of the tension and anger and frustration evaporates. It resets and grounds us in the strength of our bond. From there, we usually find it pretty easy to resolve our difference.

Another ritual we have is checking in with each other in a formal way. Since we are both committed to keeping our relationship in a good place, it only makes sense to sit down on occasion and really talk to one another about the relationship. This shared commitment and investment of time ensures that whenever something happens that doesn’t feel right to the other person, we can talk it through and address it.

The more I began to understand and recognize the skills of relationship repair, the more I realized how vital they are to sustaining any relationship over time.

I also began to realize how much of a gap this is for relationships at work.

When I reflect back on my own work experience, the consequence of the absence of repair is so clear. I could share with you multiple stories of relationships with bossed and peers that may have started positive or neutral but slowly degraded over time.

The Absence of Relationship Repair at Work

Here’s how it happens.

A snide comment in a meeting plus a short and seemingly critical email compounded by a perceived lack of support piling up over time. One tiny fracture after another going unacknowledged, unaddressed, and unrepaired.

Then one day it breaks.

Things are said that can’t be unsaid.

Actions are taken that can’t be undone.

And the course of your career is changed.

It’s all so unnecessary. If only we learned how to repair our relationships.

Granted, both parties need to be committed to the relationship in the first place. I think in most cases, people would rather be in positive relationships with their manager and coworkers than the alternative.

When we don’t practice repair at work, our relationships at and with work die the death of a thousand paper cuts. It’s slow and painful, and such a waste.

What Does It Look Like to Repair Your Work Relationships?

What does repair look like at work? Below are a few skills and approaches you can and should practice if you want to improve your work relationships.

  1. Commit yourself to having better relationships. To have the kind of relationships at work that make work more fulfilling and rewarding, you have to fully commit yourself to it. This means investing time with people. It also means being willing to do the uncomfortable and inconvenient things necessarily to repair relationships when they go off course.
  2. Apologize when you do damage. We all make mistakes. Sometimes, we inadvertently hurt someone’s feelings or offend them. Say you are sorry and mean it, even when it wasn’t your intention to cause any harm in the first place. Beware that your ego will tell you that you don’t need to apologize because you didn’t do anything wrong and you certainly didn’t intend any damage. But if you care about relationships, do it anyway.
  3. Have the conversation. When someone does something that bothers or offends you, go talk to that person. I’ve had several people confront me at work about things I’ve said in a meeting or over email. In most cases, the way they took my comments was not what I intended, so I was thankful for the opportunity to clarify. In a few cases, they had taken it exactly as I had intended, and it triggered a conversation that allowed us to clear the air and make some amends to move forward. By taking on these conversations, we head off lingering resentment and the lasting damage to a relationship that can occur.
  4. Check in with the people who matter. This is among the many reasons that regular one-on-one meetings between managers and employees are so important. These conversations provide opportunities for repair.  To take full advantage of that opportunity, managers should do two things when they check in with employees. First, ask for feedback. A question like, “What can I do to be a better manager for you?” invites the kind of feedback that will help identify where fractures in the relationship may have occurred. Second, provide feedback when an employee does something to fracture the relationship. One of my favorite bosses once had to do this for me. I had publicly criticized one of her decisions in a meeting with my peers, and it had gotten back to her. She confronted me about it and explained that if we were to have a positive working relationship, we need to disagree privately but support each other publicly. It was a great learning experience for me.

The quality of our relationships drives the quality of our lives. If you want to be happier and more fulfilled at work and home, be committed not only to having relationships but to ensuring that you do the work to repair and sustain those relationships you value.

 

If you’d like more content like this to arrive in your email box weekly, you can subscribe to this blog by clicking here.

Sign up for our free video series Igniting Employee Engagement. Make impact in your organization with fresh insights from more than 25 thought leaders and experts that you won’t hear anywhere else.

Relationship Skills Are the Key to Employee Engagement
Relationship Skills Are the Key to Employee Engagement 150 150 Jason Lauritsen

Years ago, I was lucky to somehow find and read the book Fierce Conversations by Susan Scott.

The title alone was enough to pull me in. Crucial conversations is one thing, but fierce? That’s next level.

What I thought I was going to find were lessons on how to have different or better conversations. And, while there is some of that in the book, it’s soooo much more than that.

Having read it several times now, it doesn’t even feel adequate to call it by its title. The book is really about equipping you with the mindsets and tools to show up fiercely in your life. More specifically, it equips you with the mindsets and tools to navigate the moments in your life and career that feel scary and high stakes.

The moments that really count.

Fierce is about stepping into these moments, not without fear but with courage and vulnerability. What this book first helped me realize is that to get to what I truly wanted in life, I had to travel through these challenging moments not hide from them.

I learned in this book how to have really meaningful conversations with people that dive toward what really needs to be talked about.

I learned that the conversation I am most afraid of is almost always the most important one to have because the peace or happiness or resolution you desire most is on the other side of it.

The conversation I am most afraid of is almost always the most important one to have because the peace or happiness or resolution you desire most is on the other side of it.

I learned that my perspective on anything is colored by my own experience and what I am surrounded by. This means that someone else with different experiences and context can look at the same thing and see something different.

I learned how to create clarity about decision making in any group I happened to be a part of.

In retrospect, this book set the foundation for me to show up more fiercely and authentically in my relationships with others. The benefits for me over the years have been immeasurable.

This has been on my mind a lot lately. Here’s why.

In order for an employee to be fully engaged at work, they need to feel that they are in a healthy, positive relationship with work.  This relationship is impacted by many things in their day-to-day experience of work, but few factors have a bigger impact than their relationship with their manager and coworkers.

When viewed through this lens, our ongoing struggles to break through on employee engagement might have less to do with work processes and more to do with a gap in our relationship skills.

Our ongoing struggles to break through on employee engagement might have less to do with work processes and more to do with a gap in our relationship skills.

When I started speaking and writing about work as a relationship, I was pretty optimistic (and maybe a little naive) that this insight alone would help us really move the needle on engagement. I thought that if I could just get managers and leaders to see work as a relationship with the employee, then they could start using all of their relationship skills to improve things right away.

After all, by the time you start managing people, you’ve been navigating relationships for a decade or two.  That’s a lot of relationship experience to call upon.

But…

This makes a huge assumption that we are generally good at relationships outside of work. I have come to realize that this just isn’t true.

Our divorce rates aren’t pretty historically. And there’s been a lot of discussion recently about a “loneliness epidemic.” According to one study, two in ten adults in the US and UK “say they always or often feel lonely, lack companionship, or feel left out or isolated.”

These are just two data points suggesting that perhaps we have room to improve in the relationship department.

I’m coming to understand that our quest to solve employee engagement isn’t really about work. It’s about our lack of skill at having great relationships with others.

If I don’t have the tools or ability to foster a great relationship with my significant other or child or closest friend, then how likely is it that I can do it at work with people who I likely don’t know (or honestly care about) at the same level?

This has hit home for me over the past couple of years. A few of my close friends and family had to navigate some really tough circumstances–divorces, loss of a parent, physical illness, and more.

One of the things I realized in reflecting on being with these friends on this journey was how often I’d been with them (individually) and yet either avoided talking about the things that really mattered or shied away from asking a question that felt really important. Instead, we’d drink our beer and talk about work or sports, then go our separate ways.

I wish I had done better.

Even as someone who’s been studying and teaching relationship skills for years, I wasn’t showing up in these moments.

I wasn’t being fierce. I had to re-commit myself to those lessons I’d learned many years ago. I needed to ask the questions that felt a little scary because the conversation that follows are where amazing relationships grow.

I continue to work on it.

The reason I share this is that creating, building, and maintaining the best kind of relationships requires intentional efforts and knowledge of how to do it. When we do it right, the resulting relationships are powerful and fulfilling. It helps us satisfy our almost primal need for belonging and connection with others.

This feels like a tremendous opportunity for those of us who lead teams or are responsible for employee engagement efforts.

  • What if we deeply invested in our own abilities to form and foster great relationships as a way to give that gift to and model it for others?
  • What if we focused our efforts on teaching and coaching people in the skills and mindsets they need for better relationships?
  • What if we cultivated, celebrated, and rewarded relationship skills as our primary focus?

The role of the workplace is changing. It’s consuming a bigger chunk of our lives and identities all the time. Let’s seize this moment to make work a place of transformation, not just for how you do work, but how you live life.

Let’s seize this moment to make work a place of transformation, not just for how you do work, but how you live life.

When we equip not only managers and leaders, but all employees, with the tools to form and maintain healthier relationships, we not only unlock greater engagement and performance at work, but we also send positive ripples throughout their lives.

  • Better communicators at work are better communicators at home.
  • Learning to trust at work also helps you learn to trust outside of work.
  • Embracing the value of diverse opinions at work may just help you survive and navigate successfully in an increasingly polarized society.
  • Becoming skilled at seeing others fully and expressing authentic appreciation will transform any relationship.

We’ve been scratching at the surface of this work for years without fully committing to it. It’s time for us to go all in.

I’m working on what this looks like from my end. What does it look like for you?

 

If you’d like more content like this to arrive in your email box weekly, you can subscribe to this blog by clicking here.

Sign up for our free video series Igniting Employee Engagement. Make impact in your organization with fresh insights from more than 25 thought leaders and experts that you won’t hear anywhere else.

How to Improve Employee Engagement: The One Word to Remember
How to Improve Employee Engagement: The One Word to Remember 150 150 Jason Lauritsen

When we realize that our team isn’t engaged, there’s a lot of advice out there for how to improve employee engagement.

More recognition.

More development.

More flexibility.

More autonomy.

More pizza and beer and ping pong.

More, more, more.

There are dozens, if not hundreds, of factors that link to employee engagement.

Where should you start with your team?

How to Improve Employee Engagement: Getting Started

When I first had the opportunity to manage people, I remember the weight of feeling like I should always know what to do for them. They hired me to be a manager, so surely that meant I had the answers.

I didn’t.

So I read a lot of management books. I studied other managers to see what they did. I took advantage of every management training opportunity I could find.

And yet, I still wasn’t getting it right. This came to a head one day when one of the people on my team who I trusted the most came into my office, sat down, and said to me, “You are being a real a**hole lately.”

On some level, I’m proud of the fact that she felt like she could be that brutally honest with me. I had done something right. But I soon discovered I was doing a lot more wrong than right.

Don’t Manage by Assumption 

All of the reading, training, and observing I’d done equipped me with lots of ideas on how to best manage my team. But when choosing which one to use, I would lean on my assumptions about what my people needed or wanted.

I was often wrong.

When I was called out by my team member, it jarred me. I was clearly failing as a manager. So I did the only thing that I could think to do. I started asking questions.  I wanted to understand what I was getting wrong. I wanted to understand what my team needed that I wasn’t providing. I wanted to know how to be better.

It worked. I ultimately (it was a process) became a much better manager and leader. And, the thing that made that possible all boiled down to one word.

ASK.

In hindsight, it seems so obvious. But it’s a harder lesson to learn that I would have ever expected.

All You Have to Do Is Ask

I can’t tell you how many times I’ve sat with executive teams as they debated over what they should do to improve employee engagement or performance, observing how comfortable they were making decisions based on their assumptions about employees.

At some point in that conversation, I would interject and say something like, “You know, we don’t have to assume what employees want, we can go ask them. They are literally right over there.”

In the employment relationship, just like any relationship, assumptions are dangerous. They are also unnecessary.

If you want to know how to improve your relationship with your employees or customers (or friends, spouse, or kids), you don’t have to assume.

ASK.

They will tell you.

When they do, listen carefully. Then ask even more questions to understand better.

Take Action

DO SOMETHING to show that you care and that you are really listening–and then take action on it

If you want to improve employee engagement, happiness, performance, or any other factor for your team, ask them for some ideas, pick a few good ones, and make them happen. It’s that simple.

When I led the Best Places to Work team at Quantum Workplace, we were often asked if there was one common practice that we found in every organization with an award-winning culture. And the answer was simple.

Best Places to Work regularly ASK their employees for feedback about their experience, they LISTEN to that feedback to identify where changes were needed, and they TAKE ACTION on those things. This isn’t something they do once in a while. It is part of their DNA and how they manage people.

It truly is that simple. And it all starts with one word.

ASK.

If you’d like more content like this to arrive in your email box weekly, you can subscribe to this blog by clicking here.

Related Articles

Are You an Employee Engagement Dinosaur?

Asking for What You Want to Get More Employee Engagement

We Need to Stop Saying that 66% of Employees Are Not Engaged

 

Sign up for our free video series Igniting Employee Engagement. Make an impact in your organization with fresh insights from more than 25 thought leaders and experts that you won’t hear anywhere else.

Your Judgment of Others Is NEVER Helpful
Your Judgment of Others Is NEVER Helpful 150 150 Jason Lauritsen

The new year is here.

As I reflect on 2019, I can see that it was a year of contrasts.

For me, it was a pretty amazing year. My wife and kids are healthy and thriving. Angie and I celebrated our 15-year anniversary. My business is growing. Angie’s campaign for mayor of our community is off to a successful start. Things inside our family bubble lead me to feel grateful, lucky, and blessed.

But 2019 was also a year that brought challenges to those who I love and care about deeply. Divorces (so many divorces), addiction, relapses, deaths of parents and children, serious health issues, layoffs—and the list continues.

My friends and family weathered (and are weathering) some pretty serious storms over the past year.

Through it all, one thing became really clear to me: I tried to empathize with them, but the truth is that I haven’t been in their shoes. I don’t know what a divorce with children involved feels like.  I don’t know what it’s like to experience addiction. I’m fortunate to have never lost a parent or child.

I can’t really understand their journey and what it feels like.

Passing Judgment Is Easy—But It Is Ignorant

At times, the behavior of some of these people didn’t make sense to me. I didn’t understand the choices there were making as they navigated their crises. It was easy to pass judgment on their behavior.

My judgment doesn’t help; it only hurts. And it’s ignorant. I don’t understand what their reality looks like to them. I can’t understand their mindset in a particular moment. Because I haven’t been there.

What I was reminded of this year is that when it comes to our relationships with other human beings, whether they are close relationships or not, there are a few constants.

  1. Everyone is having an experience of life that is different than yours. They may be in trauma. They may be struggling. They may be having a crisis of confidence. They are dealing with things you likely can’t understand if you haven’t experienced them yourself.
  2. Judging others never helps. What you might have done or decided in a similar situation is irrelevant because you cannot understand another person’s reality.
  3. By seeking to understand what others are experiencing, you can grow. When we acknowledge that we can’t fully understand the experience of others, that should lead to curiosity and a desire to learn. In some small way, I’ve learned something about loss and addiction and relationships this year through conversations with my loved ones as I try to understand their experiences. This is an area where there is always room for growth, and I will continue to try to do better.
  4. When in doubt, provide as much love and support as you can. No matter how much I want to solve someone else’s problem or take away their pain, I cannot. And when I try, it often backfires. The best thing I can do for others is to love and support them without judgment, knowing that they may be struggling against something that feels insurmountable. Being there to say, “You’ve got this,” and showing up even when they don’t is what matters.

These are some powerful life lessons for me. While I wish I could have been reminded of these lessons in a way that caused less turmoil for the people in my life, I am grateful for the opportunities to learn.

Work Relationships Matter Too

If we want to have better relationships in 2020, these lessons are a great way to make that happen. And this isn’t just for life outside of work. When we remember that work is a relationship for each employee, these four things take on specific meaning for leaders and managers (and coworkers).

Assumptions and judgment are two of the biggest obstacles to forming great relationships. As a manager, there is so much you don’t know and can’t understand about the people entrusted to your leadership. Instead of making assumptions about people and assuming we have them figured out, adopt a mindset of curiosity, seeking to gain a deeper understanding of your people. You will learn and grow as you become a better manager.

And #4 above is just as true for managers as it is for friends, spouses, or family members; when in doubt, offer love and support. Your people already have plenty of judgment to deal with everywhere else in their lives.

There are fewer more powerful words than this:

“You’ve got this. And I’m here to help.”

 

If you’d like more content like this to arrive in your email box weekly, you can subscribe to this blog by clicking here.

Sign up for our free video series Igniting Employee Engagement. Make impact in your organization with fresh insights from more than 25 thought leaders and experts that you won’t hear anywhere else.