I have given 6 quick tips on how to create an empowering culture by
1. Letting go of fear and starting to trust
2. Flattening the hierarchy and setting clear objectives to employees
3. Delegating with the intention to develop
4. Providing the resources to support your employees (and see an increase in customer loyalty)
5. Being open to feedback
6. Encouraging creativity and see innovation thrive
This 6th tip in the empowerment series is to help employees with their creativity and think out-of-the-box, as cliché as it sounds. You must encourage your employees to explore their potential and unlock the opportunity for increasing their creative thinking abilities.
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A few years ago, I was doing a project consulting project for a software company. The management had assigned Samantha, an experienced executive to act as a resource person. As I worked with her, I noticed that Samantha would stick to a very fixed way of performing her tasks and never want to learn any new ways. She would never tell me why and each time, she goes on a very long explanation about the process she takes. When asked for ideas and opinion, she would not contribute any. At first, I thought she was inflexible and unteachable.
But then, I found that this was a common trait among the staff that worked for the same department that Samantha worked in. I noticed that their manager is a subject matter specialist and takes the effort to correct his staff when they made any mistakes. He is not nasty when he does it and I believe he truly wants them to learn. But it would be better if he had balanced his feedback to be both supportive and corrective in nature.
So as a result, like Samantha, they will not want to try anything new nor share their thoughts. They don’t really know how they are performing as they feel they are being corrected all the time.
In this How to Empower series, I have shared the following:
Empowering employees does not mean they are to be left on their own and figure out how they are doing at their work. Expect mistakes and provide feedback.
I’d like to share something that a friend taught me about giving feedback.
If you want to help someone improve, catch them when they do something right.
Often, leaders feel they need to point out mistakes that employees have done so as to avoid the mistake being repeated. There’s a limit to how effective this is. How many times have you heard leaders say this — Despite my reminders so many times, I still see the mistake being made.
By praising employees when they do something right, you are reinforcing the right behavior and you will see more of this behavior. This increases their confidence as well as trust in you as a leader.
How did this help Samantha? I started by giving her goals, instead of tasks. I did not give her any fixed processes and asked her to tell me what was the best way to achieve these goals. She was not used to it at first. I also made sure my feedback was positive and took the time to acknowledge when she did something right. She became more confident and had stopped justifying every single step of the process she took.
(Read the other parts about empowerment)
(*nrp stands for National Recovery Plan.)
(Feature Image by Robin Higgins from Pixabay.)
About the Author: Gina Phan is a consultant and trainer with Zinfinity Consulting. She currently conducts courses in workplace performance skills. Click here to contact her, follow her on Facebook or connect with her on Linkedin.
#leadership #servantleadership #empower #empowermenttips #management #feedback
#trainergina #ginaphan #gp
This is already the 4th piece about empowerment. If you are not already convinced, here’s a major benefit of empowering your employees — According to a Gallup study, organizations that empower employees experience higher customer loyalty by as much as 50%.
Your customer’s experience with your brand is largely dependent on what is happening inside your organisation — employee satisfaction. Empowered employees take personal responsibility for doing a good job. The business reaps the benefits of this mindset.
Ritz-Carlton famously empowers its employees to spend up to $2,000 to make a customer happy, and a baristas at certain international coffee shops are authorised to give you a free drink if you have an issue with the service. No wonder these brands rate high in customer experience and satisfaction.
Your employees can deliver superior products and services if they feel engaged in the organisation. They want to be able to address day-to-day challenges of customer handling more effectively. If there is an unsatisfied customer, do they have the tools and authority to make a decision to fix the problem immediately?
As a business leader, it’s good to think about how and what your employees can be empowered to do. And then, think of what resources are required for them to be able do it. What kind of changes to you need to make to your systems and processes to accomodate this?
Many years ago when I was on a business trip, I arrived at my hotel to find that my room was not ready. The staff kept me waiting at the lobby for 2 hours. Despite my complaints, they were not empowered to upgrade me to another room. And for some reason, the hotel’s General Manager was ‘uncontactable’ for that 2 hours. That was the last time I ever chose to stay in that hotel.
Compare that with another hotel that paid for refreshments for my family and upgraded us to a suite when the same thing happened on one of our holidays. No fuss; the staff at the reception are empowered to do it. Did they get my loyalty as a customer? You bet, they did!
(Read the other parts about empowerment)
(*nrp stands for National Recovery Plan.)
(Feature Image by Rodrigo Salomón Cañas from Pixabay.)
About the Author: Gina Phan is a consultant and trainer with Zinfinity Consulting. She currently conducts courses in workplace performance skills. Click here to contact her, follow her on Facebook or connect with her on Linkedin.
#leadership #servantleadership #empower #empowermenttips #management #resources
#trainergina #ginaphan #gp
Empowerment increases employee engagement. According to Joseph Folkman who analysed data on more than 7,000 employees, people who felt a low level of empowerment were rated with engagement at the 24th percentile, whereas those with a high level of empowerment were at the 79th percentile.
After Tip #1 and Tip #2, let’s see how delegation helps.
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