In a retail industry goods and services are sold to customers through various distribution channels and different business approach aiming to increase profits. Every industry faces its own challenges and pain points and there is no exception for retail industry. Large retailers have successfully set up the inventory management system, marketing plans and solid customer base yet they face different challenges for instance in engaging their employees and utilization of technology in business or moving from traditional approach to a modern way of operating businesses. A few retailer front liners’ pain points and solutions are highlighted below.
Pain Point 1 : Managing Ever Changing Customer Needs
Customers love to change their needs and their preferences frequently. Adapting to seasonal trends such as hiring seasonal worker, festival campaigns and creative marketing approach during festive season helps retailers to thrive and achieve their business goals. Getting rid of traditional learning methods and follow the customer buying pattern and needs determines business success.
Solution : A bite size learning such as Podcast and Vodcast and other tools that SelfDrvn has introduced helps to increase the interest and speed of learning among learners. They now understand learning is in our hands and just a click away
Pain Point 2 : Increase Training Efficiency among the Retailers
The conventional training in the retail industry can be expensive, time consuming and fail to meet the goals. The cost of getting the outlets employee can be exorbitant both in terms of time, sales loss and money.
Solution : SelfDrvn solutions harness the power of an engaging learning platform with anytime and anywhere access. No more additional 8 hours’ time for training, they can learn on the go with mobile application during the break and free time and engage closely with their colleagues.
Mobile learning or more commonly known as m-learning support learning with the learning needs and gives them the flexibility to learn and make learning more interactive and engaging. Many task and communication efforts with their colleagues can be done electronically with their own pace.
Pain Point 3 : Employee Engagement, Retention & Talent Development
Lack of engagement highly contributes to high staff turnover within retail industry, and is hitting high in several countries. Employees that stays around are working within an uninspiring work atmosphere. This leads to low engagement levels gearing towards unable to foster talent and unleash their true potential.
Solution : It’s time to roll-out #gamification in your engagement strategy. Learners tend to love your training content and wants to come back for more as they seek to top your Leaderboard with points and several badges. The retail industry is highly seeking for engagement champion and we in SelfDrvn is here to help them achieve their goals through our platform.
SelfDrvn Tailor Made Solutions
This client of us is experiencing fragmented communication across WhatsApp and email without no direct channel between HR and marketing teams. Furthermore, they lack of clear way to motivate employees across compliance, learning and performance outcomes and besides of managing customers, business and team, store manager is loaded with manual admin and coordination. Over the time this becomes a biggest pain point for our client and without further delay SelfDrvn jumped in to provide solutions.
Since internal communication is one of their biggest drawback, we focused on it and proposed the below solutions.
Onboarding – Through Quest, SelfDrvn tool, it enabled HR onboarding checklist to be paperless, and step by step walkthrough for faster onboarding process. New joiners are now able to post on News feed and access to learning material via the platform. In other words, on-boarding becomes simplified and an easy walkthrough for new workers on compliance and learning.
Aligned Communication – SelfDrvn introduced a single platform for two-way communication channel, build effective communication that drives motivation & performance with easy information sharing. Employees are now able to connect directly with HR, Marketing for inquiries and it notifies employees for HR Approval in real-time. Employee has easily access to HR application and latest product updates and promotion can be shared or announced in a single platform.
Performance – By using our platform it allows individual KPI and goals to become transparent whereby Employees have a solid understanding on day-to-day responsibilities affect the company goals. This further enables healthy competition among employees through Leaderboard and helps to identify Top Performers and Under-Performers on a real-time basis that allows faster intervention especially for those who are under-performers.
Rewards & Recognition – We drive intrinsic motivation with rewards and recognition, promote positive behavior changes through timely recognition, acknowledge Top Performers with Real-World Rewards, publicize Achievements (Employee of the Month) to create multiplier effect. On top of that, leaderboard enables achievement transparency and healthy competition among employees. The platform allows publicly recognize top performer (Employee of the month) on the platform in real-time and also incentivise employees with real-world rewards
In a nutshell, SelfDrvn has successfully supported our clients in the retail industry in managing learning, engagement, rewards and recognition as well as performance using different and customizable tools and techniques.
Employee engagement brings sense of ownership towards the organization
Engagement driven leadership is definitely a part of leadership by example or being a role model as an extraordinary leader. A leader without title still manages to create followers via engaging them and creating the importance of the presence. Many studies show that the more engaged the employee is the higher the chances of retaining them in the organization be it at emotional or at rational engagement Engaging employee and keep them motivated and retaining them in the organization is a challenging task for many.
Engaging employees is absolutely a topic of key concern among organization and talents and it sternly embeds with talent retention. An engaged employees have a great sense of ownership towards the organization and the leaders (role model), and most likely to stay longer than the other employees and contribute enormously both in their personal growth and to the organization’s success leading way to higher customer satisfaction as well as new businesses.
Leaders who fail to fulfill employee engagement soon or later have to follow the business nearest exit door. It’s time for leaders to establishing a robust reputation, attract and retain talents via in the business world of engagement as the core.
Digital integration to enhance customer relationship, employee engagement and business solutions
In SelfDrvn we work closely with renowned clients with a robust and noteworthy customer base coming from various industries and background. As we have established a solid relationship and significant reputation with our clients, they are always keen to share their engagement plan and strategy for digital integration purpose. One of the substantial learning point for us from these clients is how leaders and companies adopt and welcome ideas with open hands especially from the Gen Y. The ideas gathered through various channels such as organization climate survey, idea box, ongoing surveys and weekly/monthly meetings are then filtered by the cross teams and goes to the hands of the leaders for further engagement efforts. This clearly indicates the great importance that these leaders and organizations give to both employee ideas and concerns to further enhance customer relationship, employee engagement and business solutions.
Our client, Nettium has expressed that SelfDrvn tool has helped and supported the leaders in engaging employees especially the younger workforce. The gamification tool that we applied on them has positively resulted in leaders to be understanding their younger generation workstyle and needs, which further assisted them in solid and engaging management as leaders.
Another feature that Nettium has benefited from SelfDrvn is adopting the feedback culture embedded as one of our services to client. Employee perceive it as a 360-degree feedback tool that anonymously support in promoting the feedback culture in Nettium from their peers as well as managers. With such features, manager has embarked on their self-improvement based on the feedback given by employees and has strengthen their leadership skills along the way.
A good leader has the ability to champion this and manage it tactfully. In other words, engaging talents fuels leadership skills leading towards empowerment and retention at workplace. Extraordinary and successful world leaders involve their team and make them feel valued and engaged and part of the organization.
Transparency and rewards based leadership suits in managing the current generation workforce. Keeping this in mind, SelfDrvn has one of the features allowing employees to voice out their opinions based on the survey questions with point accumulation at the same time. These points later can be used for redemption and also use it for monthly auction purpose.
Leaders who build purpose of employee existence and work on on-going effort to engage them in the team and organization fuels sense of belonging to the organization. Employees feel connected and may be glued to such role models and those leaders always strive in engaging them in every single efforts and keep them informed.
Three key aspects of employee engagement – Motivation, Communication and Bonding
These factors can make or break working relationship and plays an important role in bringing employee under one umbrella within aligned core value and unified goals. An essential challenge is how leaders act as role model and drive the entire engagement efforts instead of being a components of engagement.
Failure to engage employee most likely leads to increased cost to the company and higher turnover. There are many leadership traits but an engaging leader is becoming more prevalent particularly in ensuring to accomplish task through employees and involved employee in. Can you recall the best leader you came across in your life? Was the leader engaging and uplift you and your career in the organization?
Start to Lead!
Faced with making a decision that could have potentially disastrous consequences, would you bite the bullet and take accountability? Or would you see how you could buy yourself a little more time, get just that little bit more information that will help steer you in the right direction and wait for more clarity? Often enough, if we have the opportunity to postpone or delay a decision, we would take it gladly, especially if it was critical enough in nature. Though a non-decision in many ways is still a decision, time and time again we see how fear drives us all.
Nobody wants to take the fall for making a bad call. Although our work responsibilities necessitate us making quick decisions, we tend to stall in hopes of more clarity and higher probabilities of success.
Facets of Making Effective Decisions
As leaders and managers, perhaps we believe we need to make all the decisions before us but that is not true. As leaders, our job is to lead and making decisions is but one facet of the role. But with decisions to be made across a spectrum of things, large and small, that may affect one or many across an enterprise, how are we to make good decisions?
The modern enterprise is fraught with many challenges. Layers of organisational hierarchy, informational siloes, an inundation of data from a variety of sources and all the trappings we as managers insert into our processes supposedly to help, not hinder, all contribute to make decision making into that nightmare many of us face on a daily basis.
How can decision making be stripped back to its basics so that it enables us to do what we need to do – making better decisions?
First, it starts with trust.
The entire point of hiring people is to help us get things done which necessitates managers getting out of the way once tasks are appointed. Trust that the people we’ve hired to help us grow our business can do the task set and let them get on with it.
Second, it continues with empowerment.
This necessitates a few things. Organisations need to arm their people with the skills and information they require to do their job. Clarity of objectives, effective planning and a proper handoff are all critical for achieving success. Empowerment also means a willingness to allow someone else to call the shots, make the big decisions and then to see how things transpire. In effect, there is an acceptance of the possibility of inherent failure because we do not control every aspect of the decision-making process.
Third, it ends with accountability.
Together with the trust and empowerment bestowed, is the expectation that the decision-maker is now accountable for what happens consequent to the decisions made? Why is accountability so important? Because someone must take the fall, must be held responsible. Because the buck has to stop somewhere. In our experiences within our own organisations and in the news we see, we note how organisations are increasingly complex, how individuals hide behind the corporate veil, how accountabilities are murky and decision making processes involve a ton of paperwork, governance and time. Can things be overlooked? Can disasters take place? Can lives be lost? Of course, which is why all decisions need to be supported by accountability.
Fourth, it involves building into the decision the action to carry it out.
What does this mean? As Peter F. Drucker stated in his 1967 HBR seminal article, The Effective Decision, “Converting the decision into action is the fifth major element in the decision process. While thinking through the boundary conditions is the most difficult step in decision making, converting the decision into effective action is usually the most time-consuming one. Yet a decision will not become effective unless the action commitments have been built into it from the start.” In other words, decision making is not just about theory – it is about doing what needs to be done to support the decision made.
Decisions without actions are merely empty words. Set an actionable plan from the start to ensure that decisions can be carried out quickly and effectively.
McKinsey in their work helping organisations become more agile, have found that it is possible to accelerate the improvement of decision making by categorising the types of decisions made – they’ve observed four types of decisions : big-bet decisions, cross-cutting decisions, delegated decisions and ad hoc decisions.
Decision-making, like many other things in life, require deliberate practice. More importantly, it also requires quiet reflection post-decisions so that thinking and actions can be reviewed for betterment. Decisions need to be tracked, feedback on decisions need to be sought so that relevant parties can take a look at both decisions made and the manner in which they are made.
Ultimately, good decisions are borne of experience and much as we don’t want to admit, many of these experiences are the result of bad decisions which we come to learn from.
I wish people could understand that the brain is the most important organ of our body. Just because you can’t see mental heath issues like you could see a broken bone, doesn’t mean it’s not as detrimental or devastating to a family or an individual.
Mental Health: The Facts
Mental health should be treated as a primary concern to us, as individuals, as much as it should be to organisations around the world. The reasons for this are quite simple, yet heart-breaking, in many ways. As Natasha Bach commented in her Fortune.com article, illness in the workplace is more common than you might think.
As WHO (World Health Organisation) articulates, more than 300 million people suffer from depression (a leading cause of disability) and a recent WHO-led study estimates that depression and anxiety disorders cost the global economy US$1 trillion annually in lost productivity.
Depression is an illness that not only debilitates, but also causes huge productivity losses at work.
Allow those staggering numbers to sit with you for a while.
Let’s take a look at two Malaysian stories that made headlines recently. First, a 15 year old girl who was supposed to take her PT3 examination and was found dead at her apartment block in Penang – she had fallen to her death from her 11th floor unit, leaving behind four letters. It’s not the first time we have heard of similar incidents and yes, children too are subject to and have to manage stress. Second, a manager at a reputable telco was suspended after a video of her flaring up at employees went viral on social media.
In both these situations, mental health was obviously in question. Whether the parties involved were under significant pressure and stress or facing untold challenges, the end result was horrific. Further, what is even more compelling about this, is that situations like these do not only affect the person in question – it affects all those around – colleagues, subordinates, leaders and families.
What Can Employers Do?
As organisations, what are we supposed to do and what can we do? As it turns out, a lot.
As organisations, we do have certain responsibilities towards the people who work for us, but it is a quid pro quo situation. Our people devote the best hours of their days to us and in return, we treat them as they deserve to be treated. We support, we mentor, we teach, and generally, we help our talent to do the best job they can so that we, as organisations, are able to drive forward, achieve our targets and deliver the products and services we believe in.
Employers can provide counseling for workers at risk of mental health issues. Peer support programs can make a world of difference for an employee coping with mental health issues.
Mental health is one of the things organisations need to pay attention to because work takes up so much of our time, energy and resources.
First, in tangible terms, it takes up a third of our day at the very least, assuming an eight hour day. But many of us work much longer hours, both officially when we stay longer or work weekends as well as unofficially, when we are answering phone calls, emails or text messages late into the night or bringing our work home.
Second, harassment and bullying at work are commonly reported and these can have a significant and adverse impact on mental health.
Third, the idea of mental health check-ups, which were raised some time ago but didn’t receive significant traction then, has been raised once again. Much of this is coming out of both the UK and the US and the goal is integrating mental health care into physical health care.
As L. Casey Chosewood, director of the Office for Total Worker Health at NIOSH said, “The best companies invest in the health and well-being of their workers throughout the day. Workers bring that additional health back to the job the next morning in the form of increased productivity, decreased injury and illness risk, decreased health care spending, and more engagement with their work.”
What’s Holding Us Back?
It all makes perfect sense. However, organisations around the world still struggle with getting this right. There are so many risk factors for mental health within the work environment. A great part of it relates to the interactions between people and the interactions between the different types of work. Some of relates to the organisational culture and managerial environment. Some of it relates to the competencies people bring to their roles, the expectations managers may have of them and very importantly, the work that organisations do as a whole to support the employee in carrying out their work. All of these factors, and likely, the combination of these factors have a profound impact of mental health.
A lack of understanding and communication breakdowns at work can worsen an already precarious situation when it comes to mental health. Managers and co-workers must practice empathy and listening to contribute to a more receptive culture in the workplace.
Mental health is also affected by the communication and management practices, how much autonomy people feel they have over their work, the quality of work they are tasked with and how the work they do relates to the wider organisational objectives.
In reality, organisations understand the need for a healthy work environment, but they can sometimes place unreal and unreasonable pressures on their people in their drive to lower costs, increase profitability or manage stakeholder expectations. It has become so commonplace in business today that the organisation that takes a more reasonable stand, who does not put profit over people and who takes a more holistic approach stands out.
To take a positive and proactive stand would involve taking a closer look at the culture within, what does not seem to be working and why. It involves a degree of transparency and honesty to come to terms with what is wrong within an organisation and then taking the necessary steps to fix the problem at its root. We do this for the well-known economic impact it will have but also because we owe it to our people. If we show them we care and have their interest at heart, then we are working in unison and together towards a single common goal.
World Mental Health Day is observed on the 10th of October every year, with the overall objective of raising awareness of mental health issues around the world and mobilising efforts in support of mental health.
The employee experience is about the entire journey – every touchpoint, every interaction of an employee’s time spent within an organisation. For many Baby Boomers and Gen X-ers, this may take place over the course of years, if not decades but for many folks today, it may be a period of months or a few short years. Nevertheless, it is still about the journey.
This begs the question, if we can positively impact the employee experience (EE), if we can create memorable experiences, do these not make a difference in their lives and the work they create? Yes, of course it does.
Crafting a positive employee experience involves the entire journey an employee will go through.
Organisational Structures Need to Change
Perhaps, that is the reason why EE has become such a trend. Jacob Morgan talks about the emergence of roles like “Global Chief Employee Experience Officer” or “Head of Employee Experience”. Denise Lee Yohn, in her Forbes article, talks about 2018 being the year of employee experience. What does all this mean?
It is recognition of the clear correlation between frontline engagement, customer service, productivity, performance as well as revenue growth. This affects all employees – candidates, contingent workers as well as alumni. With this correlation must come the shift in our approach from instructional design to experience design. When it comes to experiences, organisations have long held the view that it is about the employee fitting into the organisational culture. It has long been about how we need to get our people aligned to our organisational objectives.
Employee Experience is Built By Your People
But work has meaning not just for the organisation but for the people within. Work brings meaning to our lives, helping us connect the individual tasks we accomplish with the greater goals we work to achieve. As such, organisations need to come half way, realising that it is incumbent upon them to meet the employee at the middle. We, as organisations, need to not just fit employees into our organisational culture. These employees create the very culture itself. When we talk about learning and development, our goal should no longer be about finding out what’s missing in the employee toolkit but rather, asking them what they would like to learn. Our goal should be as Josh Bersin puts it, “to deliver learning to where people are”.
“Employees create the very culture itself.” Get your people aligned to shared organisational objectives.
The focus is on the employee. It is not about what we want from them on their first day, for example. Rather, it is about asking what we’d want their first day to be like. The difference is subtle yet palpable.
In the Deloitte 2017 Report, Reimagine and Craft the Employee Experience: Design Thinking in Action, there is clear reference to the need for design thinking to come front and centre, with 3 principles being fundamental to effectively engaging the workforce.
Principle One – Empathise
The first principle is empathy – that empathy helps you see things differently, allowing you to create different experiences which can have varying levels of engagement. As you move up in your career, you will notice less focus and importance placed on your technical ability and far more focus on those skills that really matter – the ability to influence, to listen well, to empathise, to connect, to collaborate and to lead. This is why empathy matters.
It is a skill that allows us to understand, to share and connect with others in terms of what they see, hear and feel. In other words, it allows us to step into the shoes of another. How are we to effect change, to solve problems, to think up new solutions if we only ever see things from our own narrow world-view? This is why empathy is the first of five blocks in Ideo’s Design Thinking Framework.
Principle Two – Envision
The second principle is about stepping outside ourselves because to envision, we must generate a variety of options and see how these can become potential solutions. It is about understanding that we need not be limited into thinking that there is only the one way forward or a zero-sum game.
Principle Three – Experiment
The third principle is experimentation. In another word, testing, where you collect both qualitative and quantitative data so that you are data-driven. You get closer and closer to a more meaningful evaluation of your problem. This helps you come up with solutions that are more targeted.
We worry that that AI and increased automation will take away many jobs. Yes, it will but at the same time, it will free us to do more meaningful and valuable work. The kind of work that matters. If we want that to grow, to develop further, to manifest in a variety of ways previously unimagined, then we need to craft the kind of employee experiences that touch us in more ways than one.
You’ve worked nights for many days this month and at least three weekends in a row on a big project. You’ve shown the commitment and done the time but Peter, the project manager, has called you for a meeting and has started pointing out some errors you made and the things he is not happy with. Here’s the difference between feedback, and feedforward coaching.
Nobody likes to hear about their mistakes. The same goes to the person giving the sometimes necessary negative feedback.
Don’t they know how hard you’ve been working? Doesn’t it matter?
Naturally, you’re not happy with Peter’s focus on what does not work, even though he did sandwich the criticism between two positive comments. The good didn’t seem to matter. Why can’t he see all the work you’ve put in and recognise that?
This is the problem with feedback.
Feedback is typically focused on the past and mostly, on what is not working. Managers do not like to provide feedback and faced with the situation, would often sandwich negative feedback between two positive ones. The problem with that is that it has the tendency to reduce the impact of what needs to be said and often enough, comes across inauthentic.
Most of the time, negative feedback is sugarcoated, which can diminish the intended effect and create an environment of misunderstanding.
Looking back or looking forward?
The focus on the past also leaves you feeling disempowered. It has already happened and there’s nothing you can do to change that which naturally brings up a host of negative emotions – you feel helpless, upset, frustrated and uncertain as to how to move ahead.
The question you have to ask yourself is, “Are most people raised to accept criticism well?” You only have to look inward and realise from your own reactions and behaviour that criticism is hard to take. We see criticism as a threat, we get defensive and we react or hit back verbally (sometimes physically).
What’s the point?
The entire point of criticism is to learn from the past and change what we can about future actions. But if people are focused on the wrong things, then everyone loses. The manager does not get a person who has learnt from his mistake and that person is bound to repeat the mistake because he knows what is wrong but not necessarily what is right and what works.
As Joe Hirsch, author of The Feedback Fix : Dump the Past, Embrace the Future and Lead the Way to Change shares, there are three reasons why feedback does not work. First, it shuts down our mental dashboards – i.e. it becomes all about our emotional state and reactivity to what is upon us. Second, it focuses more on ratings than on development. This feels more like a test than a way to improve what we are doing. Finally, feedback reinforces negative behaviour because the focus is on what has happened.
So what can we do when feedback does not work? Here’s a hint: go forward!
This is where feedforward comes in as a bright and workable alternative to giving feedback. Feedforward is future-focused by allowing people to pay attention to what they can do differently in the future. It’s not only about what happened but what can be learnt and then adapted moving forward. It is positive, provides background information and options, makes suggestions for improvement and focuses on developing the person, not just rating them.
It also becomes less about feedback and more about coaching. By involving the person in the feedback loop, he becomes an active participant in the process, thus enabling him to feel more in control. As Marcia Reynolds explained in her article, Why Feedback Doesn’t Work, and What To Do Instead, people want “conversations that pull their ideas out and have their eyes opened to greater possibilities they could explore, not one-way directives focused on what they did wrong”.
Kevin Kruse, NY Times bestselling author (latest book, Employee Engagement 2.0) talks distinctly about feedforward coaching as a great tool for creating a more engaged workforce, specifically that it is a continuous process focused on future performance and career pathing. Engagement is then tied to growth.
How should you start?
- Focus on goals, not standards. This means articulating these at the start and being very clear in your communication about what is expected;
- Let the coaching include career guidance so that you focus on the skills, experience and expertise the individual needs to build upon to do their job.
- Anytime, all the time. Do not limit it to an annual review or set time. The more times these two way communication channels are open, the better the communication of expectations, of problems and issues that need addressing.
In the end, through active participation and a clear focus on the end objectives, you, your peers and managers can come to the realisation that feedforward presents the better alternative.