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The Fear of Making Mistakes at Work

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The Covid-19 crisis and its fallout — including recession, layoffs, and uneven economic pain — as well as recent protests over police brutality and demands for racial justice have presented many of us with challenges that we’ve not encountered before. The high-stakes and unfamiliar nature of these situations have left many people feeling fearful of missteps. No one can reduce mistakes to zero, but you can learn to harness your drive to prevent them and channel it into better decision making. Use these tips to become a more effective worrier.

As they say, everyone makes mistakes. In many situations, you can correct your error or just forget about it and move on. Making a mistake at work, however, is more serious. It can have a dire effect on your employer. It may, for example, endanger a relationship with a client, cause a legal problem, or put people’s health or safety at risk. Repercussions will ultimately trickle down to you. Simply correcting your error and moving on may not be an option. When you make a mistake at work, your career may depend on what you do next.

The current culture that is perpetuated glorifies fearlessness. The traditional image of a leader is one who is smart, tough, and unafraid. But fear, like any emotion, has an evolutionary purpose and upside. Your concern about making mistakes is there to remind you that we’re in a challenging situation. A cautious leader has value. This is especially true in times like these. So don’t get caught up in ruminating: “I shouldn’t be so fearful.”

Use emotional agility skills 

Fear of mistakes can paralyse people. Emotional agility skills are an antidote to this paralysis. This process starts with labelling your thoughts and feelings, such as “I feel anxious I’m not going to be able to control my customers enough to keep my staff safe.” Stating your fears out loud helps diffuse them. It’s like turning the light on in a dark room. Next comes accepting reality. For example, “I understand that people will not always behave in ideal ways.” List off every truth you need to accept. Then comes acting your values. Let’s say one of your highest values is conscientiousness. How might that value apply in this situation? For example, it might involve making sure your employees all have masks that fit them well or feel comfortable airing any grievances they have. Identify your five most important values related to decision-making in a crisis. Then ask yourself how each of those is relevant to the important choices you face.

Repeat this process for each of your fears. It will help you tolerate the fact that we sometimes need to act when the best course of action isn’t clear and avoid the common anxiety trap whereby people try to reduce uncertainty to zero.

Apologise, but keep it simple

Genuinely say the words, “I’m sorry, I made a mistake,” and offer how you plan to correct it. Resist the urge to offer excuses or to start apologising repeatedly. On the other hand, don’t overdo it trying to make it up. Stay professional and business-minded, recognising how valuable company time is.

An apology conveys several major things: regret of the mistake, responsibility for it, and respect for the company and people in it. An apology also offers the opportunity for the other people to let go of their anger. The moment the apology is genuinely made is the moment that you can work to rebuild.

You can’t change the past but you can find a solution for the here and now. One apology to the right person or people along with a possible solution will come across much more positively than a bunch of unnecessary filler words and statements to the entire office.

Accept the consequences in stride

The management and the HR team can decide that you need another form of reprimanding. Or they can take you up on your offer on how you’ll correct the mistake. Whatever the case, accept the consequences and carry out your tasks without complaining.

This reinforces your apology and will likely generate additional respect. Whether it’s staying after work for a few days in order to remedy the work, reaching out to the wronged person, or going about your normal work tasks, do it and do it well. Don’t just say you’re sorry, show them through your actions. Be a better worker.      

Broaden your thinking

When we’re scared of making a mistake, our thinking can narrow around that particular scenario. Imagine you’re out walking at night. You’re worried about tripping, so you keep looking down at your feet. Next thing you know you’ve walked into a lamp post. Or, imagine the person who is scared of flying. They drive everywhere, even though driving is objectively more dangerous. When you open the aperture, it can help you see your greatest fears in the broader context of all the other threats out there. This can help you get a better perspective on what you fear the most.

It might seem illogical that you could reduce your fear of making a mistake by thinking about other negative outcomes. But this strategy can help kick you into problem-solving mode and lessen the mental grip a particular fear has on you. A leader might be so highly focused on minimising or optimising for one particular thing, they don’t realise that other people care most about something else. Find out what other people’s priorities are.

Given our current situation knowing that your colleagues or employees are best suited for this new scenario we find ourselves in. Finding the right talent, the best fit for the job and your organisation can be a very challenging task. It is now important to find out whether your managers or your team is well-equipped of working together from various locations. It requires deep knowledge of their personalities, strengths, weaknesses, interests, work style and other characteristics. Our technology and solutions will do the work for you, helping you discover if your people are resilient during times of hardship, if they are autonomous, if they are team players, without actual human contact. Given that our platform is cloud-based, everyone can use it from home as well. Humanity finds itself at a crossroad for various reasons now, why not help people discover and develop themselves from the comfort of their own homes?

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Sources:

https://www.thebalancecareers.com/mistakes-at-work-526244
https://www.inc.com/john-discala/4-ways-to-bounce-back-after-making-a-mistake-at-work.html
https://hbr.org/2020/06/how-to-overcome-your-fear-of-making-mistakes?ab=hero-subleft-3

The Disadvantages of Business Ethics Worldwide

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Ethical compliance within an organisation is done for the benefit of the company and the employees. A well-crafted ethical compliance policy will help you and your employees make day-to-day decisions that advance your business goals without venturing over to the “dark side.” The use of ethical standards can both reduce the chances of a workplace lawsuit and help to create a positive work environment.

Reputation is one of the most valuable assets a firm can have. Leaders, managers, and employees care about their social reputation: They want to be seen as competent, generous, efficient, honest, and fair. However, an emerging body of research suggests that focusing too much on reputation can sometimes have a negative effect: Attempts to maintain the appearance of doing what’s morally right can lead decision makers to engage in various wrongs.

Take, for example, the Hallmark Channel’s stance on an advertisement it recently ran, featuring two brides kissing at the altar. After receiving public pressure from an advocacy group, Hallmark decided to stop running the ad because the brand did not wish to be “divisive” or “generate controversy.” However, this desire to appear impartial and stay out of the fray conflicted with the organisation’s stated value of “helping all people connect.” In an attempt to preserve its reputation for inclusivity, Hallmark ended up creating division.

Another example is represented by the events that led up to the great economic recession in 2008 and 2009 have placed a renewed emphasis on business ethics. Questionable financial reporting, inflated executive compensation and worthless public assurances undermined consumer and investor confidence and reignited the debate about whose interests a business should serve. While it seems that only good things should arise from business ethics, a business may be restricted in its freedom to maximise profit.

Companies increasingly recognise the need to commit to business ethics and measure their success by more than just profitability. This has led to the introduction of the triple bottom line, also known as “people, planet, profit.” Companies report on their financial, social and environmental performance. The Dow Jones Sustainability Index benchmarks companies who report their performance based on the triple bottom line. This type of performance reporting acknowledges that companies must make a profit to survive, but encourages ethical and sustainable business conduct.

Overall Management Strategy

One of the disadvantages of an ethical compliance program is that it requires the comprehensive support of management to be effective. If members of the management team decide to apply their own version of corporate ethics to the way they manage their departments, then this clash of principles can cause confusion in the workplace.

For example, a manager who tends to look the other way when his employees are committing sexual harassment sets a precedent that can start to undermine the entire corporate culture. As the ‘MeToo’ movement has made crystal clear, even with detailed policies in place, senior managers all too often act as if the rules do not apply to them.

Lack of Profit Maximisation

Developing, implementing and maintaining an ethics compliance program within your organization can be expensive and time-consuming. Ethics policies need to be continually updated to reflect changes in workplace laws and changes in your company culture as the organisation grows.

Proper administration of an ethics program often requires the hiring of an ethics officer and the commitment of company financial and personnel resources. Companies with international activities not only have to adhere to domestic laws in the United States, but have to monitor compliance with the laws and norms of behaviour in other legal systems and other cultures.

Another example in this category is, having factories in developing countries can reduce costs. This is because companies can have practices in place, such as child labour and low wages, which help to maximise profit. But although these practices are legal in those countries, they’re also incredibly unethical and will obviously never be tolerated by a company following ethical practices.

Improvements in working conditions, such as providing workers with living wage and having proper health and safety standards in place, are ethical but raises the amount it costs to run these factories. This, in turn, reduces profit which might not be an issue for large companies who can afford to allocate costs. But it can be an issue for small businesses, especially if they’re evolving.

Luckily, there are many different ways to operate ethically so companies can choose the ethical practices and approaches that best suit them. For example, advertising can considerably boost a company’s brand awareness. If you choose an outdoor print solution from a print specialist who can produce these products ethically, you can boost your reputation among your target audience even more.

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Sources:
https://blog.dominionprint.com/advantages-and-disadvantages-of-business-ethics-in-the-real-world
https://smallbusiness.chron.com/advantages-disadvantages-business-ethics-10414.html
https://hbr.org/2020/02/research-the-downsides-of-trying-to-appear-ethical

Small Habits that Will Lead You to Success

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Whether you’re a budding entrepreneur, a career professional, a student or even unemployed, your habits are either empowering you to achieve and succeed, or deterring and holding you back. For most of us, we’re limited by our habits. We have habits that hold us back and can’t seem to quit. But for others, who possess a repertoire of really good habits, success and goal achievement is more automatic and easily realized. The truth? The state and quality of your life is a direct reflection of the habits that you possess. Good habits are going to propel you forward while those pesky bad habits are going to hold you back. But if you’re serious about success and want to get ahead in life, these are some of the best habits that you can harbour. Focus on these, and watch your life blossom while you realize the fruits of your labour.

 

Keep in mind that several studies suggest that habits account for nearly half of all of our actions. From what we think, to what we say and what we do are controlled by the habits that we possess. So, the more that you can focus on improving your habits, the better you’ll be at doing things like growing your business, achieving your goals, getting a great degree, losing weight or even making an abundant amount of money.

Of course, this isn’t just about building the good habits, but also about disrupting your bad habits. Disruption is how you block the electrical impulses to continually wield those bad habits. It takes some conscious training and persistent application to do this, but there are a few strategies you can implement to disrupt your bad habits.

Many habits we do without thinking, such as brushing our teeth or saying Please and Thank you, or putting our seat belts when we get in the car, these are good positive habits that free our minds to think on more critical matters during the day.

Why bad habits?

Usually, it is because we want the immediate gratification of our base instincts and desires. Many times we act without thinking, overcome by emotion, and irrationally lead by our weaknesses rather than our strengths.

The problem is that when we indulge in these bad habits, they seem to multiply over time, and the results are a disaster. Some bad habits are so small that we think them inconsequential and not necessary. The truth is that even the slightest change in our daily routines can change the outcomes dramatically.

Small habits have a way to grow until they are tough to change and can take us far away from our desired goals. They become big trees that are extremely difficult to uproot.

With that in mind, consider these five steps for getting started:

Initiate a ‘ridiculously small’ micro habit

It usually takes my workshop participants between three and eight tries before they come up with something sufficiently small enough to be considered a micro habit. When I tell them reading for an hour each night is too large, they then change to reading for 45 minutes, then 30 minutes, and so on. Finally, I tell them, “You will know you’ve truly reached the level of a micro habit, when you say, ‘That’s so ridiculously small, it’s not worth doing’” — in this case reading only one paragraph each night. In our coaching groups, participants only get credit for achieving the minimum bar, not going beyond it. Aim for small.

Repeat Repeat Repeat

The benefit of micro habits is that you should be able to perform it with minimal effort every day. It’s important to execute on a new ritual daily so it becomes second nature, and if it’s small enough, you won’t be as tempted to defer your task from one day to the next. However, no matter the size of the task, it’s easy to get distracted, make excuses, or forget. Perform your new action at the same time as (or right before) an action you do without thinking. Need to read a paragraph each night? You can do that while brushing your teeth.

Follow your progress closely

As the saying goes, “What gets measured, gets done.” Again, if your measurement process is elaborate, you’re less likely to complete it. Write down the desired action and under each date, simply list a ‘Y’ or ‘N’ to indicate if you completed the task. People discover surprising benefits to the Yes List, including detecting patterns when they’re likely to advance or regress in their efforts.

Maintain the rhythm

It’s hard to think small to begin with; it’s even harder to stay small. For example, let’s say Jake’s micro habit was to do 2 push-ups a day. After earning 10 Y’s in a row on his Yes List, Jake was eager to do more. For the next two days, he did five push-ups, soon pushing up the number to 10 and then adding a 20-minute workout after. The sad result? Within two months, Jake would give up exercising due to the simple fact that he had enlarged his goals unrealistically fast. You have to stick with your original micro habit long enough when you feel bored with it for at least 2 weeks in a row. Then increase it only by about 10%.

Accountability is key

It might sound strange to enlist a partner to monitor your daily reading of one paragraph or doing two push-ups. But having people support you and hold you accountable can cement new behaviours, and it helps them in return. The leadership program mentioned above has a peer group meeting every other week, and participants send a report of their micro habits weekly, updating the group on progress by stating how many days of the week they performed it. When you want to change behaviour, jumping headlong into a major goal with both feet is often a waste of time. Instead, make tiny, incremental adjustments until they are part of your muscle memory. By starting small, you can attain big results.

There is a real value in providing companies with the tools to carry out regular organisational assessments and this is where Great People Inside comes to your aid. Our online platform offers the best solutions and tools for your company to thrive in every type of industry and any possible situation your organisation may find itself. In terms of lowering your employee turnover rates, we recommend our GR8 Full Spectrum assessment for hiring and 360° Survey for retention. Finding the right talent, the best fit for the job and your organisation can be a very challenging task. It requires deep knowledge of your own organisation’s culture and a keen understanding of the candidate’s personality, strengths, interests, work style and other characteristics. Our technology and solutions will do the work for you, helping you find employees who can flourish and reach the highest performance required to constantly bring your company forward.

Request a free demo:

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Sources:

https://www.inc.com/christina-desmarais/20-daily-habits-practiced-by-highly-successful-people.html

https://www.entrepreneur.com/article/297331

https://hbr.org/2020/01/to-achieve-big-goals-start-with-small-habits

Trends That Will Reshape Customer Service

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Customer service has stopped being static a long time ago. Mobile phones have replaced landlines. Email edged out phones. To keep existing customers and attract new ones, you need cutting-edge customer service. For example, customers are four times more likely to make a purchase from a competitor after they have a problem that has not been addressed by the service system this according to research done by Bain & Company. However, customer-service overhauls aren’t cheap. In order to keep customers happy and customer service in tip-top shape companies will have to keep a close eye on some of the predicted trends for the next 5 years.

Over the past several years, boosting the customer service experience has caught and held businesses’ attention. After all, good customer service is the deciding factor in sales growth. This focus shift has resulted in a huge turnaround for companies once plagued by bad reputations and the less-than-stellar bottom line to prove it.

Successful organisations have put in work to meet and exceed customer demands, improve relationships, and deliver satisfaction all while maintaining requisite productivity and quality levels. Competitors are paying attention and upping their game accordingly.

For winning companies, their success comes down to software and tool investments as well as improved website functionality and the addition of staff members focused on optimised customer engagement.

The following lists the top five innovations in customer service those winning brands are adopting.

1. Social media are becoming mainstream channels

Thanks to an increase in on-demand video content in their personal lives, customers are more frequently asking for the same in the business world. As a result, more companies are doing less telling through text and more showing through interactive guides and customer service video content to get messages across.

Just 13% of consumers over the age of 55 have used social media for customer service purposes, a Microsoft study has revealed. On the other hand, 55% of people aged between 18 and 34 have reached companies at their social media accounts. Given the fact that millennials and generation Z make up a larger share of the existing market, social-media outreach is likely to make up more than half of your customer service requests.

It already is too late to put a social-media intern in charge of your Twitter account because it will no longer cut it. People who are running your social accounts have to understand the product or service like veteran members of your customer service staff. The use of chatbots to field common questions is easily doable, freeing up time for your human service people to tackle more complex ones.

2. Automation will become more and more personal

Automation and AI are hot topics in every sector, and customer service is no exception, but when customers hear “customer-service automation,” they think of automated menus and robocalls. From the user’s perspective, that sort of automation is worse than none at all.

Used well, customer-service software can lighten an agent’s load without erasing the human touch. Contact centre software provider Five9 suggests agents use real-time transcription services, which can achieve 95% accuracy with custom tuning, so they can focus more on the customer and less on transcription errors. Automation will be a must, but it’s best used to develop human workers. Having only basic chat on your website was becoming outdated last year and moving into 2019 it’s even worse. Customers increasingly expect chat solutions to be incredibly fluid, switching between various communication mediums (text, video, screen sharing) as needed on the fly without being forced to change applications or start over.

Modern service software now leverages the true power of AI, nothing related to simplistic chatbots that lure in customers. These solutions are incorporating AI from the ground up not to stand on its own as a replacement for human agents, but to aid them in working smarter and more efficiently. Examples include sentiment analysis, predictive chat, and distress scoring.

3. Customer-service training will become companywide

Employees like engineers and marketers may not interact directly with customers, but they need to incorporate customer-service skills all the same. The reason is the rising importance of your UX. To deliver a better experience, everyone needs to know common customer pain points and solutions. Encourage people to think beyond their immediate role and subject area. Marketing software firm HubSpot trained its content team not just on marketing or writing, but also on how to represent the company online. Ensure everyone knows how to refer to your product and brand. Develop a “top 10” list explaining how to address common customer questions.

4. Customer Agents will become more knowledgeable

It used to be that agents were hired based on their expertise in one particular customer service channel. For example, those with awesome call centre skills were placed accordingly while savvy communicators manned the chat channel.

Customer care agents today are crossed-trained for expertise in all customer engagement mediums including social media, email, chat, phone and text. Businesses benefit from this skillset flexibility by using and moving agents to serve customers no matter what their preferred mode of communication is.

  1. “Customer success” stories will become the norm

More companies are beginning to understand that customer service is more than just reading scripted responses and working on a ticket queue. It’s about doing anything and everything possible so your customers are successful with your business. This mentality is leading to a rise in “customer success” within companies that dedicate the time and resources necessary to keep customers happy. The new emphasis on the customer has also led to reduced churn and more positive third-party feedback.

No matter if your organization is just embarking on your optimized customer experience journey, or continuing on a well-established path with added innovations, today’s marketing landscape more than indicates exactly how and why being customer-centric is necessary for company survival and success.

There is a real value in providing companies with the tools to carry out regular organisational assessments and this is where Great People Inside comes to your aid. Our online platform offers the best solutions and tools for your company to thrive in every type of industry and any possible situation your organisation may find itself. In terms of lowering your employee turnover rates, we recommend our GR8 Full Spectrum assessment for hiring and 360° Survey for retention. Finding the right talent, the best fit for the job and your organisation can be a very challenging task. It requires deep knowledge of your own organisation’s culture and a keen understanding of the candidate’s personality, strengths, interests, work style and other characteristics. Our technology and solutions will do the work for you, helping you find employees who can flourish and reach the highest performance required to constantly bring your company forward.

Request a free demo:

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Sources:

https://www.business2community.com/trends-news/5-customer-service-trends-to-watch-for-in-2019-and-beyond-02225441

https://www.teamsupport.com/blog/trends-customer-service-2019

https://www.entrepreneur.com/article/343367

Understanding Digital Distraction and Its Harmfulness

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The fear of digital distractions ruining professional and personal lives has become global. This problem is as real as any these days. Just think about the hundreds of times people touch or check their phones on a daily basis, how people panic when they temporarily misplace their device, the weird sensation of the “phantom vibration syndrome” and how just by seeing a message alert can be even more distracting than the message itself.

These types of behaviours can have real-life consequences. For instance, some people may be offended if someone all of a sudden stops talking to them in order to answer a text. Even taking a moment to answer a message can hinder your thinking process and prevent you from deep thinking on the task you had at hand.

In all fairness, this is just one side of the story. It must be stated that emerging technologies nowadays keep humans connected on a level never seen before. But this tells only part of the story.

Workplace productivity has been one of the main issues for HR professionals since the beginning of organised labour. Every organisation seeks to maximise its return on labour whilst also minimising wasted time. Advances in the field of technology have helped that ‘quest’ in many ways, but they have also complicated an underlying and very old problem. Emails and applications such as Slack allow employees from various parts of the country or even the world to get answers, solve problems and collaborate in real-time. Nonetheless, given our ‘always online’ culture, communication technologies have stopped being helpful, but rather more of an impediment.

In a recent study, it has been revealed that 84% of email users keep their inbox open at all times, with 70% of these emails being opened within 6 seconds of being received.

Given peoples’ proficiency at responding to emails and messages, most of them have sacrificed their most important ability: doing their job properly. Much of what people do requires deep focus and time to think. Having the email open all the time and answering to them as quickly as possible steals focus. Even more worryingly, is that some employees may become frustrated with the work they actually get to accomplish in one day. But just how bad are emails and other communication technologies?

In order to discover the answer to this question, anonymous data has been collected from over 50,000 white-collar workers and the results were flabbergasting. The majority of them were struggling with the distractions and interruptions that took place in the workplace. It is clear that people all around the world are having difficulties keeping up with the pace at which things are happening.

Recently, a company in New Zealand decided to try a productivity experiment and had switched to a 4-day, 32-hour workweek. According to the company at-hand, “workers said the change motivated them to find ways of increasing their productivity while in the office. Meetings were reduced from two hours to 30 minutes, and employees created signals for their colleagues that they needed time to work without distraction.”

The New Zealand study brings to light very important lessons that numerous organisations can apply worldwide with or without the 4-day workweek. If companies create the right environment for employees to focus without distractions, productivity levels rise.

Many experts in the field of productivity have suggested batching communications into specific blocks during the day, while others have suggested committing to at least an hour of focused work without emails and phones.

White-collar workers such as writers, designers, developers, and project managers, unfortunately, depend on collaboration, quick communication and access to information in order to meet the demands of their roles and deadlines.

Communication tools facilitate getting the information needed, but they are also a constant source of interruption to our focused work. When we looked at the data, we found that the average white-collar employee “checks in” with communication tools every 6 minutes.

How can we expect workers to accomplish focused work when they only have a few minutes in between answering e-mails and messages? The short answer is that we cannot.

As we look at the full breakdown, the picture is even bleaker. Thirty-five percent of workers check their emails and messages every 3 minutes or less, while only 18% can go more than 20 minutes without being reeled into a ‘digital conversation’.

Even more worrisome, it has been discovered that people who use Slack—a popular team chat tool meant to reduce e-mail use—actually switched to communication tools more often. Rather than streamlining their communication time, Slack users on average spent only 5 minutes in between messaging check-ins, while non-Slack users could go 8 minutes.

The technology that we use to improve work is hurting our ability to get work done. The constant communication interruptions are not only diminishing productivity but also hindering workers from doing their best work and growing in their careers.

Data gathered shows that 40% of white-collar employees never get 30 minutes straight of focused time in a workday, which means that nearly half of them rarely get time for deep work and concentration. In fact, the study revealed that the average white-collar taps out at around 40 minutes of focused time free from any sort of communication. In other words, 40 minutes was the longest stretch of time most people could afford going without checking their emails or phones. A willingness to change and better time management should put anyone of the right path to avoid any digital distraction.

There is a real value in providing companies with the tools to carry out regular organisational assessments and this is where Great People Inside comes to your aid. Our online platform offers the best solutions and tools for your company to thrive in every type of industry and any possible situation your organisation may find itself. In terms of lowering your employee turnover rates, we recommend our GR8 Full Spectrum assessment for hiring and 360° Survey for retention. Finding the right talent, the best fit for the job and your organisation can be a very challenging task. It requires deep knowledge of your own organisation’s culture and a keen understanding of the candidate’s personality, strengths, interests, work style and other characteristics. Our technology and solutions will do the work for you, helping you find employees who can flourish and reach the highest performance required to constantly bring your company forward.

Request a free demo:

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Sources:

https://hrdailyadvisor.blr.com/2018/08/07/truth-digital-distraction-workplace/

https://www.fastcompany.com/90437023/is-digital-distraction-as-bad-as-you-think-it-is

https://www.inc.com/shama-hyder/how-digital-distraction-is-killing-creativity-what-to-do-about-it.html

Why Soft Skills Matter in the Workplace

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It’s no secret that interpersonal skills are the next big thing in HR. In layman terms, soft skills will most likely define the future. In a 2018 LinkedIn worldwide survey of over four thousand professionals the results have revealed that “training for soft skills is the number one priority.”

Soft skills are often referred to as transferable skills. As this term implies, these are skills which are less specialised on one specific vocation and which are more aligned with the personality of a candidate. Soft skills usually relate to a person’s various attitudes and intuitions. Given the fact that soft skills are linked with personality, it is important for each candidate to assess and understand what their soft skills are and how they can showcase them during an interview.

Unlike hard skills, which can be measured, soft skills are intangible and difficult to quantify. Among the examples of soft skills may include analytical thinking, verbal and written communication, and leadership.

Nowadays, employers actually care more about soft skills than they do technical abilities like reading comprehension and mathematics.

Among soft skills one of the more important ones is emotional intelligence (EQ). From a 2015 LinkedIn survey it has been discovered that people with high EQ earn on average $29,000 more.

Why do Soft Skills Matter?

A constructive example of the difference between people with or without soft skills are medical doctors. A doctor is obligated by his work field to have an extensive array of hard skills. But a doctor who does not have emotional intelligence, trustworthiness and approachability (i.e. soft skills) is not likely to be very well perceived by their patients.

Employers value soft skills because they enable people to function and thrive in various teams and in numerous types of organisations as a whole. Here are a few of the most important soft skills:

 1. Communication

Written and verbal communication skills are of utmost importance in the workplace because they set the tone for how people perceive you. They also improve your chances of building relationships with co-workers. Communication skills boost your performance because they help you to extract clear expectations from your manager so that you can deliver excellent work. Workers are more productive when they know how to communicate with their peers, says Robinson. If you can clearly express the who, what, when, where, why, and how of a project, you’ll be seen as a top talent.

2. Teamwork

An organisation’s success is rarely dependent on one person doing something all by themselves. Success is the result of many people working toward a shared goal. When employees can synthesise and use their varied talents, everyone wins. If you work alongside friends, then productivity simply sores through the roof. Employers look to team players to build a friendly office culture, which helps retain employees and, most importantly, top talent. Furthermore, being able to collaborate well with co-workers enhances the quality of their work.

3. Adaptability

Obviously, things don’t always go as planned, and instead of digging in your heels, you need to be able to swivel and find appropriate solutions. Consequently, employers need workers who can adapt to industry shifts and keep the company current. Push yourself to be an early adopter of change. Explore the possibility of joining training sessions and offer to teach your co-workers what you have learned.

4. Problem-solving

When something goes wrong, the difference between people is that some complain and others simply take action. Undoubtedly, the latter will get you noticed. People who know how to think on their feet can make employees indispensable to an employer. Nothing is a given. Companies rely on problem-solvers—top performers—to manage unexpected arisen challenges. It is best to approach the manager with a solution, not a problem. So when an issue springs up, think about an alternative solution and how you are going to present it to your boss.

5. Conflict resolution

Being able to resolve issues with co-workers will help people maintain relationships with their peers and work more effectively and efficiently. Being able to work through office politics and disagreements with people is a clear sign of maturity, as well as leadership. Someone like this helps promote a collaborative workplace. The best way to resolve disagreements between co-workers is to address issues directly but in a delicate, humane manner. Therefore, if someone is stepping in as a mediator, he or she should let both parties air their grievances in a judgment-free zone and then work together to find a compromising solution.

There is a real value in providing companies with the tools to carry out regular organisational assessments and this is where Great People Inside comes to your aid. Our online platform offers the best solutions and tools for your company to thrive in every type of industry and any possible situation your organisation may find itself. In terms of lowering your employee turnover rates, we recommend our GR8 Full Spectrum assessment for hiring and 360° Survey for retention. Finding the right talent, the best fit for the job and your organisation can be a very challenging task. It requires deep knowledge of your own organisation’s culture and a keen understanding of the candidate’s personality, strengths, interests, work style and other characteristics. Our technology and solutions will do the work for you, helping you find employees who can flourish and reach the highest performance required to constantly bring your company forward.

Request a free demo:

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Sources:

https://www.wikijob.co.uk/content/interview-advice/competencies/soft-skills

https://www.monster.com/career-advice/article/soft-skills-you-need

https://www.fastcompany.com/90430423/5-soft-skills-you-need-to-succeed-at-work

Why Team Building Is An Essential Investment

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Team building does not have the best reputation nowadays. Most people imagine being stuck with their co-workers for 1 or 2 days doing meaningless exercises that technically are supposed to increase productivity and collegiality.

Even though its reputation for being ineffective, team building has become one of the most important investments organisations can make for their employees. Despite the negatives emotions, it gives people, team building does build trust, alleviates conflict, boosts communication and enhances collaboration. Effective team building is what every company is looking for because it means a higher level of engagement in employees, which is fantastic for the bottom line. It can also be extremely fun if it’s done right.

It is clear as the light of day that the most successful team-building activities are the ones that make employees feel at ease and not all as having to go to work. Activities that are not at all subtle about aiming to reveal leadership and talent are obviously lowering enthusiasm amongst participants. By simply just spending time together and sharing experiences into completing a common goal allows co-workers to bond in a more natural way and it is by far more effective.

Unsurprisingly, happiness and learning have been correlated to work very well together. Most of the time, all companies have to do is introduce their employees to new things and activities which will, more often than not, will generate a feel-good factor which obviously translates into good news for the organisation. In the majority of cases, exercises that are out of the ordinary get people to work together in various new ways.

What is the purpose of team building?

Numerous analyses have revealed that people who participate in team building feel more positively about their team. This positivity is manifested in various ways such as more trust in their co-workers, more satisfaction that they’re part of a certain team and a lot more confidence that the team will achieve its targets.

Furthermore, employees that complete team building sessions together have better interactions: they communicate, coordinate and manage conflicts better. These processes are key in accomplishing the team’s ambitions.

However, team building may not directly improve team performance. Despite a better line of communication and more trustworthy workers, team building by itself doesn’t have a direct impact on performance. The reason for this is simply because performance relies on so many other factors besides team interactions that it shouldn’t be the only thing a company does if it wishes to improve performance levels.

When is team building the most effective?

Amongst team building activities, some are more effective than others. What sets apart most sessions is this: team building activities that focus on achieving goals and/or clarifying roles have the most beneficial impact. Achieving goals refers to define and clarify both individual and team objectives, and planning what actions need to be taken in order to turn objectives into reality. Clarifying roles purely means team members discuss what is and isn’t their task and understand their duties better.

On the other hand, team building exercises focused on improving interpersonal relations or solving already existing problems bring smaller, but still relevant benefits. Improving interoffice relations sees team members work on their trust among themselves whilst also building connections on a more personal level. Solving problems means identifying what doesn’t necessarily click between team members and planning on how to improve future situations.

Organisations must always remember that team building is not a splurge but merely an investment in the future! For example, one of the partners of NASCAR was invited for a day out on the tracks. 350$ for each employee wasn’t the most expensive nor cheap investment but at the end of the day, everything made sense. Everyone felt appreciated, given the fact that they were going around the track at over 233 kilometres per hour.

Daily Team Building Opportunities

Team building can include the daily interaction that employees engage in when working together to carry out the requirements of their jobs. This form of team building is natural and which can be assisted if the team takes the time required to come up with their own set of norms. The criteria help group members know how to appropriately interact with each other and the rest of the organisation.

Team building can also involve structured activities and exercises that employees on the team can lead, one way in which team criteria are established. As an alternative, with the proper budget and benchmark, managers can contract out for facilitation with an external resource. External facilitation, by an experienced person, can give your team building a boost.

No matter how an organisation chooses to build their group of employees into a team, the resulting bonds will enable them to accomplish the work and goals of the organisation more effectively than a group of people who don’t really know each other. As long as the company’s focus is dedicated to team building opportunities that lend themselves to the accomplishment of the actual work of the team, you are effectively building a team.

There is a real value in providing companies with the tools to carry out regular organisational assessments and this is where Great People Inside comes to your aid. Our online platform offers the best solutions and tools for your company to thrive in every type of industry and any possible situation your organisation may find itself. In terms of lowering your employee turnover rates, we recommend our GR8 Full Spectrum assessment for hiring and 360° Survey for retention. Finding the right talent, the best fit for the job and your organisation can be a very challenging task. It requires deep knowledge of your own organisation’s culture and a keen understanding of the candidate’s personality, strengths, interests, work style and other characteristics. Our technology and solutions will do the work for you, helping you find employees who can flourish and reach the highest performance required to constantly bring your company forward.

Request a free demo:

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Sources:

https://www.thebalancecareers.com/what-is-team-building-1918270

https://scienceforwork.com/blog/team-building/

https://www.forbes.com/sites/brianscudamore/2016/03/09/why-team-building-is-the-most-important-investment-youll-make/#1ba7fb90617f

Customer Experience: Are Companies Meeting their Customers’ Expectations?

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In a new study done by Walker Info has revealed that by the year 2020, customer experience will become the most important brand differentiator overtaking price and product.

In the not so distant past, people had to actually pick up the phone and call customer service in order to speak with someone from support, but that times have changed drastically. Nowadays, we are constantly exposed to numerous advertisements and messages from various brands, leading up to near-instant gratification. Think about all the banners and messages you see during 11-12 hours of screen time per day. It comes as no surprise that advancements in customer service have become the most essential thing a company must do survive and evolve. In the aforementioned study done by Walker Info, it has been stated that customer experience is going to to make or break sales more than price and product.

Most companies are focusing their efforts into making everything more and more efficient. However, this need for efficiency can put in danger good customer service.

No customer is the same to another, thus, it is imperative for companies to realise this and be prepared to respond differently to distinct customer behaviours and personalities. Having a good prosperous business means that achieving a high level of effectiveness isn’t achieved by doing less in other areas of the company. Delivering the right customer service to clients should remain the key focus.

With this in mind, every company has to ask itself questions about what optimal customer experience means for them.

In a recent study done by Capgemini shows that 81% of consumers are inclined to spend more for a company that has exceptional customer experience, with more than 9% of consumers willing to spend by more than half to have access to such a positive experience.

So the question now is, what do customers want?

In a 2018 study done by Salesforce CX, 80% of people interviewed have said that the experience the company offers is as important as what they are selling, whilst 75% of people have stated that it’s much easier than ever to change the company they are doing business with. Here lie a warning and an opportunity. Given the fact that customers are very open-minded in discussing with more and more businesses and they are more than happy to switch and/or replace brands, customer experience is the focal point that will sway them one way or another.

How can businesses be sure that it is worth investing in customer experience? The proof to this question has been revealed through a study done by Forrester and Adobe, which clearly states that experience-driven companies can forecast a 60 to 90% increase in growth year-over-year in comparison with companies who do not thrive to have a higher level of customer retention and repeat purchases.

At the same time, Harvard Business Review has unravelled the fact that even a small increase of 5% in customer retention can potentially lead to a 95% increase in profits.

No matter what product or service a company offers, people will always expect a decent level of customer service. Even companies that have switched to 100% automated services are expected to have a real live person to offer assistance if required.

 

Let us look into EasyJet. The airline company never promised an exceptional customer service experience but that does not mean that is should be practically non-existent. EasyJet has almost managed to negatively impact the first windpipe transplant due to their refusal of allowing the courier to board the plane.

For sure, EasyJet has internal procedures that allow some exceptions, or at least have their staff trained for such situations and could have dealt with the courier’s request. The story has a happy ending, because of someone with a private jet agreed to transport the courier in the 14-our timeframe that was required for the windpipe to be safely used in an operation. However, it must be pointed out that given the seriousness of the item carried that person would have booked a different airline. This case itself simply proves the point that most customers make choices based on their own expectations.

The larger the organisation, the more field there is for discord between expectations and delivery. People expect very little in return for lower prices, but others with a stronger brand reputation cannot afford to make the same assumptions – simply imagine the impact it would have had if the courier had this experience on a British Airways flight.

Coordinating messages across the organisation is quintessential to producing a successful and sustainable customer experience. Get it right and the company will have business that is both sustainable and extremely profitable given the fact that it will be supported by an incredibly loyal customer base.

There is a real value in providing companies with the tools to carry out regular organisational assessments and this is where Great People Inside comes to your aid. Our online platform offers the best solutions and tools for your company to thrive in every type of industry and any possible situation your organisation may find itself. In terms of lowering your employee turnover rates, we recommend our GR8 Full Spectrum assessment for hiring and 360° Survey for retention. Finding the right talent, the best fit for the job and your organisation can be a very challenging task. It requires deep knowledge of your own organisation’s culture and a keen understanding of the candidate’s personality, strengths, interests, work style and other characteristics. Our technology and solutions will do the work for you, helping you find employees who can flourish and reach the highest performance required to constantly bring your company forward.

Request a free demo:

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Sources:

https://www.marketingdonut.co.uk/customer-care/customer-service/the-importance-of-exceeding-customer-expectations

https://www.zingle.me/how-to-exceed-customer-expectations-in-the-mobile-era/

https://www.entrepreneur.com/article/336926

Is Praise The Best Way To Motivate Employees?

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It is fair to say that society has reached a point in which excessive praise is being offered to the rich and powerful. The upper tiers of our present society have been showered with awards, honours and superstar status. Billionaires and philanthropists alike are massively applauded for their work and charities which turn out to have very little impact on the world. The effects of this practice of praising excessively are worth taking into account and raise some concerns. By praising people, even though they deserve it can have a negative impact on how they behave.

Numerous psychological studies have been done on this subject and they have demonstrated that people are highly responsive to moral compensation. In layman terms, this means that when people feel they have acted well, they also feel that it gives them permission to engage in negative behaviours in the future. The reverse works the same way. If more and more studies come out and prove the accuracy of the aforementioned studies then humanity can practically see the social consequences of praise and/or blame. Too much praise could lead people to act badly, whilst blaming them when they make mistakes could lead to positive behaviour. So how many influential, wealthy and powerful people does the world need to harm society irreversibly?

Every organisation knows that culture without revenue is not feasible or sustainable. If a company wouldn’t be growing financially, there would be a complete shift in culture. It is important to have fun, but it’s never in first place. In order to get the best out of employees it is recommended to explain your expectations from them since day one. If employees understand the culture and how success is determined, they will be off to a flying start.

However, giving feedback remains one of the most difficult things a manager has to do. In a survey which amounted 7,631 people, 44% of them agreed that giving their employees negative reviews is difficult and stressful. Some quotes from the managers interviewed have surfaced the negative impact it has on them: “I just wanted to get it over quickly”, “They don’t pay me enough to do this”, “I did not sleep the night before” and “My hands were sweating and I was nervous”. Given the anxiety managers are facing when they have to offer negative feedback, 21% admitted that they avoid giving the negative feedback altogether.

In a comparative study 328 managers’ self-assessments were correlated with results from 360-degree feedback surveys. Each leader was rated by an average of 13 respondents on a variety of behaviours, including “Gives honest feedback in a helpful way.” The ones who rated that thought a person was effective in giving feedback were most influenced by the leader’s comfort and willingness to give positive reinforcement. Whether the manager gave negative feedback did not make a big difference — unless the leader avoided giving positive feedback. This was also true when we looked only at the ratings of direct reports.

When the study looked into the managers’ self-assessments, however, there was a totally changed point of view. There was a strong correlation between people who believe they give “honest, straightforward” feedback and those who give negative feedback, regardless of whether they also give positive feedback.

Leaders obviously carry some incorrect beliefs about the value and benefits of different forms of feedback. They vastly underestimate the power and necessity of positive reinforcement. However, in reverse, they greatly overestimate the value and benefit of negative or corrective feedback. In all, they misjudge the impact negative feedback has on how they are perceived by their colleagues, bosses, and direct reports. Giving only negative feedback diminishes a leader’s effectiveness in the eyes of others and does not have the effect they believe it has.

Perhaps in an effort to provide employees with what they believe is direct, honest feedback, managers who prefer giving negative feedback may come across as only looking for what’s wrong. Some employees have described this as, “Quick to criticise and slow to praise.” While the findings do not directly reveal why managers are so hesitant to give positive feedback, the study that involved the leaders suggests that there could be a variety of reasons. Perhaps it starts with the perception that the really good managers are the tough graders who are not afraid to tell people what’s wrong. Possibly they believe that giving people positive feedback will encourage a subordinate to let up or coast. Maybe they are emulating their prior bosses who gave little praise, but who pointed out any mistake or weakness. Some may believe it a sign of weakness to praise subordinates. Maybe they just don’t know how to effectively deliver appreciation or praise. Or maybe they intend to give kudos, but feel so busy that the days slip by and they never quite remember to send out that note of praise for a job well done.

In conclusion, the findings suggest that if you want to be seen as a good feedback-giver, you should proactively develop the skill of giving praise as well as criticism. Giving positive feedback shows your direct reports that you are in their corner, and that you want them to win and to succeed. Once people know you are their advocate, it should also make giving criticism less stressful and more effective.

There is a real value in providing companies with the tools to carry out regular organisational assessments and this is where Great People Inside comes to your aid. Our online platform offers the best solutions and tools for your company to thrive in every type of industry and any possible situation your organisation may find itself. In terms of lowering your employee turnover rates, we recommend our GR8 Full Spectrum assessment for hiring and 360° Survey for retention. Finding the right talent, the best fit for the job and your organisation can be a very challenging task. It requires deep knowledge of your own organisation’s culture and a keen understanding of the candidate’s personality, strengths, interests, work style and other characteristics. Our technology and solutions will do the work for you, helping you find employees who can flourish and reach the highest performance required to constantly bring your company forward.

Request a free demo:

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Sources:

https://www.inc.com/tom-gimbel/why-praising-your-staff-might-be-the-most-dangerous-thing-you-do-today.html

https://www.fastcompany.com/90394590/this-is-the-negative-effects-of-praise-that-youve-probably-never-thought-about

https://hbr.org/2017/05/why-do-so-many-managers-avoid-giving-praise

Betrayal in the Workplace and How to Deal with It

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Betrayal comes in many ways and forms and the one that happens in the workplace is no different. There may be times when you be undermined by a co-worker during a presentation, ignored by your manager or blindsided by a fellow colleague. This almost always leads to professional and personal deception, which, more often than not, leads to unwarranted stress and disappointment. The next logical step in this situation would be to take some affirmative action, but caution is key here. It is imperative that you have a clear understanding of the situation and circumstances of the betrayal in order to fully understand what and how you have to act next.

Of course, in a perfect world scenario, team members, managers and leaders work towards the same goal. But, unfortunately, there are moments when you’re doing your job at peak performance and, out of the blue, your manager throws you under the bus. It is never good when it happens and as an ‘added bonus’ it can damage your reputation with others.

You can count on the fingers of one hand things that are more hurtful than betrayal, especially when it is done by a person of trust. When the betrayal is done by your boss, the pain can be exacerbated given the fact that it’s the person who impacts your career and, more or less, livelihood. Betrayal by your boss can come in numerous ways: public shaming for a colleague’s mistake, taking credit for a project you solely did and oversaw and giving the promotion they have promised you to someone else.  

Given the fact that we have a wide and complex range of emotions, our brains process betrayal as trauma and, just like every other trauma, we expect it to repeat itself. Reactions to boss betrayal can range from losing the ability to trust other co-workers, hindering your optimism and resilience during strenuous times and even lacking the capacity to deal with complex situations. When this happens, our own behaviour should start concerning us, not our boss’s.

Recent research has discovered that 85% of workplace betrayal is unintentional. Although your boss’s betrayal wasn’t intentional, it still raises serious questions regarding his personality and seriousness. Furthermore, the research has stated that after your manager behaves badly, you are more inclined to do the exact same thing. It is of the utmost importance that you are clear on the values you wish your professional relationship to be based upon.

Even though it is as clear as the light of day that you won’t be able to change your boss’s behaviour and attitude, you can still manage to keep their bad conduct from changing you. Here are a few ways how.

Focus and Get Your Facts Straight

Before you act on your emotions and anger you must be sure that the information you have is correct, especially if you have received it second-hand in the first place. It is recommended that we discuss and assess the situation with the people we trust the most and which witnessed the exact circumstances. Even if you discover that your boss actually betrayed you, emotions must be kept in check. If you give in to those emotions and react unprofessional, you will unwantedly pass along the negative news that is out there about you.

 Patterns of betrayal

People who, unfortunately, tolerate abusive behaviour all their lives believe they deserve it and this can happen with an abusive boss. In some strange manner, a sort of Stockholm syndrome sets in and you start to accept betrayal as something normal. This type of action can be counter measured by interrupting them as soon and as much as possible. If they fail to keep their promises, keep their commitments to you well-documented. If they take credit for your work, make sure there are other managers who know that you have worked on that project. These actions may not change the behaviour, but they may just keep your mental health in order.

Reach out to HR

If the workplace treatment you are receiving is becoming more and more unfair and abusive and you cannot handle it any longer it may be time to involve the human resources (HR) department. By reporting the issue to HR, you are not just helping yourself, but the company as a whole. Problem managers can be easily identified and removed from an organisation if HR is involved. Worst case scenario, HR can help you find other opportunities within the company if a ‘cease fire’ cannot be agreed upon with the problematic manager.

It is quintessential to remember that not everybody is out to betray you. It is understandable that if you are constantly betrayed by your boss, you can easily become paranoid and stop trusting people altogether. It is imperative that you pay attention to your emotions and behaviours. You do not want to damage your professional relationships with other authoritative figures within the business. Are you constantly questioning the actions and motives of the people you rely on doing for your job? Are you over-analysing the decisions people are making in the office? As mentioned earlier, betrayal is an incredibly powerful and toxic force which can easily spread in to all other aspects of your life. Keep reminding yourself that not everyone is out to get you.

In conclusion, it is safe to say that when you are working for a ‘betrayal boss’ you should get out of there as quickly as can be. Until you can make your professional move elsewhere, do anything in your powers to protect yourself and not become a shadow of your former self. The choice to allow their betrayal to negatively impact you and who you are is and will always be yours.

There is a real value in providing companies with the tools to carry out regular organisational assessments and this is where Great People Inside comes to your aid. Our online platform offers the best solutions and tools for your company to thrive in every type of industry and any possible situation your organisation may find itself. In terms of lowering your employee turnover rates, we recommend our GR8 Full Spectrum assessment for hiring and 360° Survey for retention. Finding the right talent, the best fit for the job and your organisation can be a very challenging task. It requires deep knowledge of your own organisation’s culture and a keen understanding of the candidate’s personality, strengths, interests, work style and other characteristics. Our technology and solutions will do the work for you, helping you find employees who can flourish and reach the highest performance required to constantly bring your company forward.

Request a free demo:

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Sources:

https://work.chron.com/survive-workplace-betrayal-18986.html

https://hbr.org/2019/07/what-to-do-when-your-boss-betrays-you

https://www.fastcompany.com/40437356/what-to-do-when-your-boss-throws-you-under-the-bus