How to Give Thanks To Your Employees This Holiday Season

give thanks employees holidays

The holidays are officially upon us! It’s a season of giving, gratitude, and spending time with those who matter most to us.

This is a perfect time to give thanks to your customers and your employees for all the work they’ve done over the last year, but some organizations today still miss the opportunity to give their team something meaningful during the holidays.

How can you show your gratitude to your team this holiday season? We asked our team to share their thoughts and ideas around holiday giving. Here’s what they had to say:

chelsea-weberChelsea Weber – OD Intern

At one of my early jobs, I had a boss who, a few days before December 25th, left gift bags on each of her team members’ chairs. Mine was a big bag, but it did not have anything expensive in it. Instead, it was a mix of good books and trinkets that would help me in my next chapter as a United States Peace Corps volunteer. The books were used, and the trinkets were more humorous than useful. The note that accompanied the bag highlighted a couple of specific strengths she had noticed in my work and wished me luck on my journey ahead.

Each and every item in that bag told me something loud and clear: that she had been listening, and that she cared about my success. I knew I mattered.

As humans, we need to feel genuinely seen, and the holidays are a perfect time to give that gift. People respond positively to authenticity in leaders and can sense genuine interest. And part of showing that authenticity as a leader is to see your team members as individuals with specific traits and strengths. Showing employees they matter through personal touches and quiet nods to their individual talents, hopes, or interests creates a deeper connection that lasts far beyond the motivation generated by a one-time reward or a lavish party.

Add to your holiday celebrations this season by reaching out and thanking your employees for something they’ve contributed or giving them something that speaks to who they are.

mark-emersonMark Emerson – General Manager

I think one of the best ways to thank employees is simply to give a handwritten note. It goes a long way by acknowledging the contribution throughout the year and sets the stage for the next year.

Gifts are always a nice idea and don’t have to be expensive. One company I worked for would send a gift basket to every employee for the holiday and then a gift card directly to the partner of the employee.

Having a company dinner is also always nice, but the logistics can get in the way sometimes and the cost can climb when you start adding in your employee’s partners (although it’s nice to meet them so you know who your co-workers are talking about around the office).

If the company can swing it, giving the time off between Christmas and New Year’s is probably one of the best gifts – it gives everyone time to enjoy the holidays and reset for the next year, and truthfully, much doesn’t get done during this time for most companies anyhow.

claire-taylorClaire Taylor – Associate

When I think about employers showing their appreciation for their employees during the holiday season (or any season, for that matter), I think how they do it matters even more than what they do.

A sincere ‘thank you’ will always be more valuable than one given out of obligation. When someone takes the time to choose or plan something that fits the occasion or the person, the show of appreciation becomes as much about the intent as the actual item or event.

When organizations are thinking about saying thanks to their employees, they should approach the situation similarly. Organizational culture can help give insight into what would be most appreciated by employees at large. There may be several options that would resonate as meaningful with employees. Depending on the company, they may even be able to say thank you in more than one way (e.g., a holiday party plus a holiday gift) or let employees choose from a few options (e.g., select a holiday gift or an event to attend from several option) to maximize their chances that a particular action or item will resonate with each employee.

Even if the organization is not in a position to host exciting events or present lavish gifts, they can still sincerely express their gratitude. In many cases, the simplest gestures are the most meaningful, especially during the time of year that many struggle to slow down and appreciate the spirit of the season.

shawn-overcastShawn Overcast – Managing Director

Recently, a colleague (read more from Jonathan here) shared with me a framework for thinking about one of our client organizations, and the cultural implications they were experiencing. This framework, known as The Golden Circle, was created by Simon Sinek in an effort to reframe how leaders should think and communicate about their organization.

Leaders who are most inspirational communicate differently. Most communicate from the outside in – What, How, and then maybe Why. We start with what is most tangible. Inspired leaders think, act, communicate from the inside out. Instead of what we do…how we do it…and then the call to action, inspired leaders communicate what we believe…the way we do it…and then what we do and the call for action. Why focuses not on making money, but on the purpose, belief or cause for existence. Sinek explains that ‘people don’t buy what you do, they buy why you do it.’

Some of our clients have found ways to excel at communicating strategic direction and intent, some at driving customer loyalty, and others have mastered operational efficiency and reliability. Yet, they may struggle with communicating to their customer, and to their employee population why the organization exists.

While it is critical we define this at the organizational level, it is also imperative that we define this at the individual level. Why do my employees exist on my team, in our company? The answer is not simply to make money. There is a reason you chose him or her. Today, we consider the topic of creative ways to acknowledge the individuals in your organization, and help them to recognize their value and purpose for being a contributing member of your team.

Tip #1. Get personal. Recognize each employee as an individual, not just for showing up and doing their job. Not even for doing their job exceptionally well. Recognize that one thing he or she contributes in a way that no one else does. Acknowledge those things that would be missed, that bring personal significance to you as the leader, and to the members of the team.

Speaking of the team…this recognition can go a long way in helping you build – or sustain – a high performing team. In The Wisdom of Teams, Jon Katzenbach and Douglas Smith, define high performing teams in part by members’ strong personal commitment to the growth and success of each team member of the team as a whole.

Tip #2. Go broad. It’seasy,and typical for those highest performers to get recognition. They do good work – consistently – that results in big impact for the company. Think for a moment about your last trip to the dentist. If you’re a high performer (or high achiever), you likely received kudos for good flossing behavior. For those of us who might not receive such praise and recognition, we might have been given a pass. You don’t have to floss all of your teeth, just the ones you want to keep. If the thought of recognizing each employee becomes overwhelming, keep this motto in mind.

We all need to feel appreciated and valued by others. That recognition can serve to validate, to motivate, or to elevate our performance, regardless of where we are today.

Tip #3. Create opportunities. It’s great to take advantage of the time of year to start these habits of recognition. But let this be the gift that keeps giving. Establish a culture of gratitude.There are many research studies being funded on the topic of gratitude, and the findings are consistent. Psychologists Robert Emmons of U.C. Davis and Michael McCullough of the University of Miami have found that practicing gratitude can actually improve our emotional and physical well-being.

Gratitude matters. It impacts our self-esteem, our quality of sleep, our physical health, our psychological health, our stress levels, and even our ability to establish longer-term relationships, according to a 2014 study published in Emotion. Happy and healthy employees means happy and healthy client relationships.

As those of us in the United States prepare to celebrate Thanksgiving, we give pause and reflect on what we’re most grateful for. I am grateful for my friends and family, and the diversity of perspective they help me to find. I am grateful to my colleagues for inspiring me to up my game, by continually upping theirs. And I’m grateful to you, our readers, for taking the time to engage…and for sharing your thoughts and ideas in return!

You Don’t Know What Leadership Is

what is leadership?

You don’t know what leadership is.

It is a bold statement for me to make. One to which your response is probably an emphatic, “Yes I do.” Maybe even with an exclamation point.

However, when I respond by asking, “what is it?”, almost everyone struggles to articulate what leadership is. I contend that if you can’t articulate it, you don’t know what it is.

Some of you will argue that you can articulate what leadership is. You may even eloquently define it for me in simple or complex terms with a big “I got you grin”.

You may think you know what leadership is. However, how you define leadership is not how others define it. In fact, regardless of your definition, I bet I can find tens of thousands of people who will dispute it and tell you why you are wrong (and the response of, “yes, but I am right,” only works for my wife).

Is There One Definition Of Leadership?

There have been many brilliant minds over the years that have pontificated, defined, researched, and written about leadership. Some from an academic background like Stogdil and Mann from the mid 1900’s and some with practical backgrounds like Greenleaf and Patton.

These approaches often create dichotomies when defining leadership. One is that leaders are either born or made, though most of the recent research supports the idea that leaders can, in fact, be made. Another dichotomy is that the approaches tend to either focus on the leader or on the leader’s relationship with his/her followers. However, regardless of the focus, none of them have come up with, or agreed upon a satisfactory definition of leadership.

In the article “An Integrative Definition of Leadership”, Winston and Patterson reviewed over 160 articles and books on leadership and narrowed it down to 90 variables. Their “short” definition was over a page long and people still dispute it.

One of the problems we face in defining leadership is that the concept seems simple. And at one point in our history it was fairly simple: There was a person who was a leader by birthright or some sort of trait and people followed them because they were the leader.

Even today in certain environments leadership seems fairly simple. Take for example an enlisted soldier. Most people think of soldiers as they were in WWII. The soldier was trained to follow orders. Those of superior rank knew more and were better equipped to make decision. The enlisted men were followers, were given orders, and expected to follow them without question. Most people think this is how the military operates today, and to some extent it does. If you are a Corporal in firefight and the Sergeant tells you to move your ass, you do. However, with the dynamic environment soldiers face on today’s battlefield, even the Army is changing how it trains its soldiers.

The Army now wants soldiers to think and make decisions on the battlefield to a much greater degree than they did even 20 years ago. Now these followers are contributing to solutions. Leadership, even in the military, has been changing.

So, when I say, “you don’t know what leadership is,” I do not do so lightly. None of us really know what leadership is.

Rethinking the Source of Leadership

Leadership is an evolving concept that has become much more confusing than it used to be. I think the problem is based on the methods we use to try to define it. Since leadership is continuously evolving, so must our way of trying to understand it.

Instead of trying to define leadership, we should examine how we know when leadership occurs. Most of us, though we can’t truly define leadership, know when it occurs. And if we can figure out when leadership occurs, we get closer to understanding it.

So, how do we know when leadership occurs? I have only read one author who takes this approach to understanding leadership (though it is entirely possible that others have and I have not read their work). In the book, The Deep Blue Sea: Rethinking the Source of Leadership, Wilfred Drath from the Center for Creative Leadership approaches leadership not as something that exists on its own, but rather something that exists because we decide it exists. When you define leadership in your own way you are deciding it exists, while others who disagree with your definition might decide it does not.

Leadership does not exist independently of our perceptions. It exists exclusively because of our perceptions.

So, if leadership exists only in our perceptions, how do we know when it occurs?

Essentially, we can create what Drath calls knowledge principles, which are ideas or rules that are taken for granted to be true. These are shared creations of the people interacting together, rather than just one person’s perceptions. We use these to determine if leadership exists.

Since these knowledge principles are taken for granted to be true, Leadership’s existence becomes about what is meaningful to people as leadership. Because these knowledge principles are meaningful as leadership to people, they can say with certainty that leadership is happening for their group.

Leadership is what the group comes to understand it to be. There is no debate like there is when we try to define leadership. The group knows leadership is happening and becomes objective and not subjective.

So, from your group’s perspective, how do you know when leadership is happening?

The Myth of Fearless Leadership: How to Lead When You’re Afraid

myth of fearless leadership

The fearless leader fallacy harkens back to the “great man” theory of leadership, which portrayed effective leaders as those who charge fearlessly into the melee to save the day. They were “born to lead” and “looked fear in the face without blinking an eye.”

Maybe this resonates with some folks out there but, for me, it never quite sat right. I served overseas in combat as an officer in the military. I’ve started and grown a company that now employs more people than I could have ever imagined. By all measures I am a successful leader but I am far from fearless. In fact, every time I begin to think I have a clue about what I’m doing, something comes along that frankly, scares the living daylights out me.

I’m willing to bet that I’m not alone. I don’t believe that successful leaders and entrepreneurs are fearless. I believe that the most successful leaders and entrepreneurs among us are just as fearful as the rest of us. What sets these men and women apart is what they do in the face of fear.

Fear Doesn’t Have to Be Your Enemy

myth-fearless-leadershipTo me, being fearless means pushing forward with reckless abandon no matter what the risks. Evolution has seen to it that we as human beings have held onto the emotion of fear for good reason. Fear serves us well. It kept our ancient ancestors from putting themselves in dangerous situations, thus, keeping them alive long enough to reproduce.

Unfortunately, many of the things we fear today are no longer physical threats. Fear of what we perceive to be threats, whether it’s the fear of the unknown or the fear of failure, can be so overwhelming that it paralyzes us.

But fear is not necessarily a bad thing. It means that you’re pushing the envelope and doing things that take you out of your comfort zone. It means that you care enough about the livelihood of your organization that perceived threats to your sustainability cause an emotional reaction.

Dr. Joey A. Collins, Assistant Professor of Industrial-Organizational Psychology at Seattle Pacific University, adds that, “Effective leaders demonstrate a high degree of self-awareness and are mindful of their feelings.  It is not that they don’t feel fear – they do. They are just more aware of their fear and better able to process the threat that is signaling it.”

Fear is not necessarily your enemy. The difference is what you do when confronted by these fears. Here are 4 ways to begin to face your fears as a leader in your organization:

Know that you’re not alone.

It may not be easy to admit that you’re afraid as a leader, but I’ll be the first to step up beside you and tell you that you’re not alone. Leading is an enormous responsibility. You have to make sure you make payroll, keep your customers happy, inspire your team and read and adapt to changes in the market on a daily basis. As an entrepreneur you know all too well that if you don’t stay on top of everything going on, someone out there will seize the opportunity to eat your lunch. That’s enough to make even the most stalwart of us blink from time to time.

Ask yourself honestly, what’s the worst that can happen?

At this point in my career I have come to the conclusion that I am absolutely unemployable. As an entrepreneur for ten years, there is zero percent chance that I’ll ever be able to work for someone else again. Entrepreneurs have no safety net. No backup plan. But when I stop and think about the worst possible scenario, I’m able to manage the fear that generates from these thoughts.

If your worst business nightmare came true, what would happen? Acknowledging this can help you push through the fears that come up when you’re faced with critical decisions.

Acknowledge that failing doesn’t make you a failure.

As a leader and an entrepreneur, it can feel like the world is resting on your shoulders. And with so much riding on your decisions, failing is a tough pill to swallow. But, the truth is that everyone fails at one point or another.

Ask any successful entrepreneur how many times they’ve failed and you’ll probably get a good laugh out of them. It’s not about failing, it’s about what you do as a result of that failure that determines your future.

Don’t be afraid to ask for help.

One of the greatest ways I’ve found to face my fears is by relying on a strong support network. At the end of the day, responsibility for your decisions falls squarely on your shoulders, but that doesn’t mean that there aren’t people in your life who you can depend on for guidance and insight.

Asking for help may not come naturally, but by showing some vulnerability and acknowledging that you need help, you’ll open yourself up to many opportunities that may otherwise never be available.

Understand what’s driving your fear and turn it into an advantage.

If you can develop your ability to harness your fear and move through it you set yourself on a path that few ever follow.

Tim Smith, President of Patriot Commercial Cleaning out of Saint Louis, MO is an Army combat veteran who has grown his business despite facing numerous challenges that would have stymied most people. “You have to try to meet that fear head on,” says Smith, “but it’s easier said than done. I’ve found that it does get easier with practice, though. The fears still exist but you can deal with them better because you’ve faced them before.”

Be aware that your reaction to threats will be noticed and modeled by your team.

“Leaders are better able to choose how to express their fear to others,” added Dr. Collins. Let’s face it. If you run around with your hair on fire when threatened, it doesn’t give your team a warm and fuzzy feeling. Effective leaders are able to gauge their responses and react most appropriately.

Maybe this is the root of the fearless leader fallacy. As leaders effectively manage their fear in front of others, the assumption becomes that they, in fact, are fearless.

It’s all about managing the dynamic tension that exists with your fear. On one side, you must be confident enough in your abilities and your value that you can go to market and win. On the other side, you must continue to push your limits so that you never quite feel comfortable.

Being able to manage this tension in the day-to-day is difficult. There are days where you may lean more heavily on one side than the other, and that’s okay. The trouble begins when you let yourself swing too far to one side or the other for too long and begin to operate only from that single perspective.

It is your choice as a leader and entrepreneur to determine how you will react in the face of fear. Respect that fear is a natural emotion, baked into our DNA, but don’t let it stop you. Your reaction to that fear is what will separate you from the pack.

This article originally appeared on Forbes.

M&A Integration Drama? Don’t Start With Culture!

M&A integration culture

We’ve heard it dozens of times: Not focusing on culture in M&A integration will lead to immanent deal failure. That can’t be good, especially considering the amount of M&A activity happening these days. According to Deloitte’s M&A Activity Index, there were $1.8 Trillion USD worth of deals in the first half of 2015. Yet, most studies say that only about half of mergers and acquisitions exceed shareholder expectations.

We’ve all heard the stats on M&A, and they only serve to reinforce the idea that deals are destined for failure. So, forcibly combining two corporate cultures into one feels a lot like a mad social science experiment.

Why Not Start With Culture?

mergers-integrationThe truth is, it’s far too simplistic to say that culture is the only driver of M&A performance during integration.

Culture is defined by the organization’s values and how employees behave. But strategy defines the future direction, which in turn defines how the organization expects employees to behave. By focusing on strategy first, your organization is able to guide the new way employees are expected to behave in the post-acquisition culture.

In my doctoral dissertation, I investigated whether a similarity between strategy, technology and culture was better or worse for M&A earnings, stock price, and P/E-ratio post acquisition. What I found was surprising. Companies had higher stock prices when they acquired companies with a different strategy, and a different culture.

With this in mind, here are some ideas for companies that are looking to tie “the corporate knot”:

  1. Different business-level strategies between the parent and target = better results. Yes, it turns out that birds of a feather do not flock together. It’s critical to start with strategy because that defines what direction you want to go in. Second, the evidence suggests that if you, the parent company, gets value by always building new products, your best bet is to acquire a company that is the complete opposite of you; one who creates value by keeping costs down, scaling, and building efficiency.
  2. Solving the culture conundrum starts when opposites attract. It is critical to align the organization around one single dominant culture. Remember, my research showed that companies had higher stock prices when they had acquired companies with different cultures.

Why Different Is So Much Better

Different is better because it’s easier to force the acquired company to let go of their culture through restructuring and organization redesign. When a clear choice has to be made, the parent organization can easily dominate the target company. A clear path forward is then set.

Additionally, different organizations showed improved financial performance when aligning strategy and culture starting one-year post acquisition. Strategy first, culture second.

Final Thoughts

Strategy sets the direction of where the newly acquired company needs to go. The structure defines what the organization looks like. And culture defines expected employee behaviors. Culture is critical, there’s no doubt about that. However, until you define where you want to go, and how you’ll operate, you can’t define how you expect your employees to behave.

Why Values (Not Perks) Define Your Startup Culture

values perks define startup culture

Entrepreneurship has exploded in the U.S. market in recent years. According a recent Global Entrepreneurship Monitor (GEM) report, there are now over twenty four million entrepreneurs in the U.S., making up 14% of the total population.

There may be a number of contributing factors to this trend. Entrepreneurs are often cited as modern day adventurers and explorers. They are willing to takes risks and push innovation. And for many, they exemplify the American Dream. That is, everyone has the opportunity to be successful, no matter how you started or where you might be from.

Unfortunately, glamorizing entrepreneurs—while flattering—doesn’t tell the whole story of what founding and growing a sustainable company entails.

Despite the number of entrepreneurs in the U.S., the country now ranks 12th among developed nations in terms of business startup activity. American business deaths now outnumber business births, according to Gallup and the U.S. Census Bureau.

source: Gallup
source: Gallup

As a leader of a growing startup, there are some brutal realities to face. These can include challenges obtaining capital to drive growth, an inability to attract the right talent, or the constant struggle of trying to manage an organization that looks fundamentally different every six months.

In order to grow a successful organization, knowing where to spend your limited resources is critical to success. Startups—especially in Silicon Valley—are often lauded for their culture. And unfortunately, “culture” in this case is many times defined by a set of borderline unbelievable perks.

You Are Not Your Perks.

With so much on the line for your growing business, you cannot put your perks above what you value. Perks seem great at the start, but they tend to lose their luster over time, leaving you with little of substance to sustain engagement, excitement and purpose.

With competitors grappling to offer some wild new perk in an attempt to attract talent, companies are getting sucked into a doom loop. Everyone will end up losing as they try to keep up with the Jones. The perks that were once on the cutting edge become the standard expectation, which only serves to put startups in an even worse position to compete for talent and sustain growth.

Additionally, many startups lack the capital to offer these types of perks, let alone sustain them over time. This puts them at a disadvantage compared to their larger, more established competitors.

Finally, perks and incentives are, by their nature, a manifestation of the core values of an organization. By offering endless perks, startups can send messages about what is valued that may have unintended consequences in the long-term. This can be a real problem if those messages are in conflict with your core beliefs or if those perks are being used as a replacement for core values.

By defining your values and culture based on the perks you offer, you’re sending the message that your company values following the latest trends rather than a being intentional about the deeper beliefs of your company culture. Employees may be left without any clear direction for how business should be done, how customers should be served and what it means to be a member of the team.

This is not to say that all perks are bad. Quite the contrary. Perks can help reinforce meaningful values and help drive the behaviors that are required to yield success in the next chapter of your startup’s journey. When used thoughtfully, in conjunction and in direct reinforcement of your organization’s core values, these perks can prove to be both sustainable and truly meaningful.

Rallying your team around a meaningful purpose and supporting that with appropriate perks is not only a more sustainable way to drive growth. It ensures that the people you attract are people who are joining you for the right reasons.

Values can have deep and lasting meaning for people, giving them a higher purpose. This is something that perks alone can never do.

This article originally appeared on Forbes.

 

What Every Founder Needs To Know About Scaling Startup Culture

scaling startup culture

For startups that want to stick around, growth and sustainability are the goals. But growing like Facebook or Twitter is far more difficult in reality. According to the Small Business Administration, only about half of all new businesses even survive to reach their fifth birthday. Only one-third of those make it to the 10-year mark.

Scaling a startup is no small feat. It takes clarity of vision, a feasible business model and a team who’s up to the challenge of operating in an extremely fast paced environment where dynamics change continuously. It also takes guts on the part of the founders and initial team members. These types of people risk a lot by taking a chance on a new startup. The nebulous nature of these situations can be too much for many people to bear.

Read More…

What Are The Benefits Of Flexible Work Arrangements?

flexible work arrangements

The landscape at work has changed drastically over the last several decades. According to the United States Department of Labor, women constituted 47% of the workforce in 2012, up from 38% in 1980. Employees over 55 years old have grown from 12% of the workforce in 1992 to 21% in 2012, and are projected to make up 26% of the workforce by 2022.

Additionally, a telephone survey commissioned by Flex+Strategy Group / Work+Life Fit, Inc. in December 2013 found that 31% of respondents reported they do most of their work away from their employer’s location, including home, coffee shops, and business centers.

With this changing workforce has come the need for changing workplace policies. At a time when many organizations are looking for non-monetary benefits and perks to attract and retain employees, flexible work arrangements should be part of the solution, benefitting employees as well as their employing organizations.

Defining Flexible Work Arrangements

This may leave you wondering, “What are flexible work arrangements?” While telecommuting may be first thing that comes to mind, there are several categories of flexible work arrangement that have emerged over time:

1. Flexible location. This describes where work is done. Rather than working from a standard office, this can include work from home, a satellite office, a coworking space, a client site, a coffee shop, or while traveling. A flexible location arrangement is a great tool for retaining workers who do not live near the employer’s office or cannot make it into the office on a regular basis.

This benefits remote workers who don’t live near the office, must move away from the office, or can only commute to the office a few days a week. For instance, an employee might live in rural Minnesota but work for an organization based in Chicago, or an employee may need to move away from the DC-based office to be near family in Houston.

2. Flexible schedule. This describes when work is done. It can include compressed workweeks (i.e., four ten-hours work days, instead of five eight-hour workdays), alternative schedules (e.g., 10am to 7pm or 7am to 3pm during the workweek), or the ability to shift work with arrangements made to fit the employee’s needs.

Flexible schedules work well for those who have other commitments that prevent them from working a standard workday. For example, a parent may work while his/her child is at school and finish the workday after their child goes to sleep. Another employee might live on the west coast and work for a company on the east coast, and start his/her workday at 7am so he has more overlap with his coworkers on the east coast. Another employee may start his workday at 11am so he can use the morning to train for his upcoming Iron Man Competition.

3. Flexible hours. This describes the amount of hours worked, and can include part time work, job shares, and other alternatives to the 40-hour workweek. This type of flexibility accommodates individuals who need to work less than full time, or at times other than the “standard” 9 to 5.

For example, an employee may be of retirement age, but still want or need to work, so they may choose to work in a part time capacity. An employee may wish to work on weekends, or take night shifts, so they can be available to take care of his or her family during the week, while another may work part time during the day to make ends meet while they pursue their own passions.

An individual employee may take advantage of one or more of the types of flexibility, either simultaneously (e.g., working part time from home) or at different times of the week (e.g., work part time with one work from home day a week,).

The Benefits of Flexible Work Arrangements

flexible work arrangementsWhile millennial’s workplace expectations have been discussed as a driving force behind increasing flexibility in the workplace, all generations of employees can benefit from increasing availability of flexible work arrangements.

Such arrangements can afford employees the time and ability to meet the needs of their lives outside of the office, something that may be more valuable to them than monetary benefits or office perks. Working caregivers, such as parents or those responsible for aging parents, can benefit greatly from flexible work arrangements. From picking children up from school to taking a parent or spouse to an appointment, flexible work arrangements enable individuals to balance the demands of their personal lives while still fulfilling their duties as an employee.

Organizations stand to benefit from flexible work arrangements, too. And many of these benefits are discussed by SHRM at length.

Organization may be able to retain employees that they would otherwise have to let go. For example, an employee who becomes a primary care giver can utilize an alternative work schedule or reduced hours, and an employee who must move for his or her spouse’s job can work remotely.

Research also demonstrates that work arrangement flexibility can lead employees to have higher levels of job satisfaction, engagement, and performance through increased control over when and where work gets done. It allows employees to make decisions to better fit their work and work styles.

Flexible work arrangements can also result in less absenteeism and fewer accidents because employees have more flexibility to take care of responsibilities outside of work, work from home when sick (which has the added benefit of not getting others sick), and choosing to work when they are most able to do so safely and productively.

Flexible work arrangements can be an important part of creating a dynamic and diverse workplace. They can help your organization and your employees manage the competing demands of daily life. How have you integrated flexible work arrangements into your benefits package?

Preserving What Make You Great In Times Of Rapid Growth

what makes you great in rapid growth

We’ve all heard stories of meteoric growth from companies like Shake Shack, Uber and Slack. And while many of these stories serve as inspiration for entrepreneurs and leaders at all levels, the reality of navigating a company through rapid growth never plays out as smoothly as these stories would have you believe.

Anyone who’s ever been a part of a rapidly growing organization can tell you that it presents many unique challenges not found in other organizational contexts. These challenges can test the mettle of team members and put mounting pressures on a system that is evolving quickly to try to keep pace with the ever-changing situation.

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Employee Engagement Is Not The Problem

employee engagement problem

Virtually every article about employee engagement I’ve read recently includes the same or similar stats. 87% of today’s business leaders cite culture and engagement as one of their top concerns (Deloitte). Only 13% of the global workforce is engaged (Gallup). And while these should still be alarming for any business leader, these stats alone don’t tell the whole story.

Engagement is often looked at as a stand-alone problem. It’s assumed that by ‘solving’ employee engagement in your company, you will suddenly have a more productive, higher performing, workforce.

But real employee engagement is woven into many other aspects of the organization, including leadership, culture, communication, and development. When you begin to change one of these, it creates a ripple that affects many others.

Read More…

Customer Experience And The Hidden Dangers Of The Comfort Trap

customer experience and the comfort trap

The comfort trap. It happens all the time and, to a great extent, it goes unnoticed—to everyone but our customers. We don’t do it intentionally and we don’t do it because it’s the right thing to do. We do it because we are continuously trying to find ways to make our own work lives easier.

In fact, it happened to me just recently at my local fitness club. Upon checking in, the host issued me a locker room key and I proceeded to change into my workout clothes.

Now, I’ve been around long enough to know that there’s not much in life that one can count on, but men can be reasonably confident that they’ll be assigned a locker directly next to the one other guy who happens to be changing at the same time, even when the entire rest of the facility is empty. Nine out of ten times this mysterious coincidence results in a joke between the two people who are stumbling over each other to cram their gear into their lockers while the other fifty feet of locker room sit empty. In fact, this has happened to me and everyone else I know so many times at multiple fitness centers over the years that I began to really try to understand what was behind it.

It makes perfect sense when you think about it, actually. In an effort to stay organized, the person at the front desk issues locker keys in numerical order. It keeps things orderly and efficient for them. What they fail to understand is the impact this has on the customer.

customer experience and the comfort trapHere’s another example: Many years ago I was working with the members of the student counseling center of a large university. During our assessment we came to the realization that staff members were decorating their offices to suit their own style and comfort in an effort to make themselves feel more at home. Unfortunately, the effect on their student customers was anything but. Students felt uncomfortable entering these spaces because they felt as if they were trespassing into someone else’s personal space. The counselors obviously were not intentionally trying to cause distress for their clients. In fact, this ran exactly counter to their goals.

For everything you do, ask yourself; is it for your comfort or theirs? These are two minor examples of how our drive toward efficiency and order in our work may have unintended consequences on the customers that we are trying to serve.

How to Avoid the Comfort Trap

Here are a few things you may want to consider before patting yourself on the back for your perfect, and fully optimized process.

  1. Analyze it from multiple stakeholder perspectives. Just as the examples above highlight processes that work for employees but not for customers, there are just as many examples of this working in reverse. Processes that work very well for customers may leave employees having to leap tall buildings in a single bound to deliver day-to-day. A great way to help ensure that you take into account diverse perspectives is to ask these stakeholders to help you develop the processes from the start. It may take a little longer initially but it can help you avoid costly unintended consequences down the road.
  2. Create continuous feedback loops. Organizations that are able to obtain in-the-moment feedback from their stakeholders and adapt their ways of working quickly are at a distinct advantage in the market. These organizations are able to correct deficiencies and move to a vantage point where they can anticipate future challenges and preemptively address them before they have a chance to sour the experience of a key stakeholder group.
  3. Create a safe space for soliciting feedback. While some organizations have established enough trust with their stakeholders that this isn’t an issue, others may not be able to get the feedback they need if they take this on themselves. In the case of the student counseling center, it took an unbiased third party investigator to create a safe enough space for the students to feel comfortable voicing their discomfort with the décor of the offices.
  4. Immortalize your processes but don’t die by them. These key processes for delivering on your brand promise to all of your stakeholders are not something you should leave to chance. By capturing these processes and expectations, training your team to deliver in a consistent way and holding people accountable to it, you will help ensure that everyone clearly understands their role and responsibilities in the bigger picture. Job aids can also be a great way to help people remember the standards and to be sure that nothing slips through the cracks.

Nobody said business is easy. In our best efforts to drive efficiency and to help reduce the burden on ourselves, we may be inadvertently altering the experience of our customers in ways that we’ve never even considered. Without bringing together the diverse stakeholders that impact or are impacted by your processes, there is no way to ensure that you’re not falling into your own comfort trap.

This article originally appeared on Forbes.