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The Ever-Evolving Employee Experience

Posted By Editor, Laurie, Monday, December 11, 2017
Updated: Tuesday, December 19, 2017
By David Kovacovich, HR West 2018 Speaker

The Ever-Evolving Employee Experience By David KovacovichI’ve been in the Human Capital Management industry for 10 years. We started with logoed lamps for milestone achievements. The concept of Employee Recognition made the process of rewarding behavior change more immediate and systematic. Employee Engagement introduced employee learning, performance management, live events and leadership development into a broadened view of employee development.

Read on the HR West Blog.

Tags:  culture  Employee Engagement  employee experience  Employee Recognition  Transparent Leadership 

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An Invitation to Empathy …one year later

Posted By Editor, Laurie, Tuesday, November 7, 2017
Updated: Friday, November 3, 2017

By Brett Culp – HR West 2018 Keynote

Last November, I sat in a living room with 10 people of diverse viewpoints sharing their hearts. They talked openly about their struggles and fears. Tricia and I were invited to facilitate the discussion, but we cried right along with them.

I wish you could have been there. My heart was filled with hope watching these people build connection with each other from love, even when they knew they didn’t agree on everything.

Healthy relationships and communities are built on speaking and listening well. I believe the events of the last year are an opportunity for all of us to do this together.  Right now, some of our deepest beliefs and anxieties are coming to the surface.

Whatever your opinions are, whomever you voted for, you have a choice:

Continue reading on the HR West Blog.

Tags:  empathy  Employee Engagement  Engagement  HR BLOG  HR leadership  HR Management  HR West 2018  Keynote  Leadership  listening. 

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Workplace Words that Wound

Posted By Laurie A. Pehar Borsh, Monday, October 30, 2017
Updated: Thursday, October 18, 2018
Contributed by Lorie Reichel-Howe
 ** 
Founder, Conversations in the Workplace
** "Transforming Workplace Conversations"
-----

We have all felt the sting of cutting words, the stab of sarcasm and the sickening silence when a coworker is assaulted with a verbal bomb.  When workplace word wars occur, employees become casualties, relationships are strained and morale plummets. When verbal outbursts occur, organizational culture erodes, productivity is held hostage, and attrition skyrockets.

Whether you are a manager or copy clerk, being told to address a behavior without a strategy for doing so, is as helpful as receiving a disturbing medical diagnosis without care instructions, surgery options, or a recovery plan.

Let’s face it, when conflicts escalate and issues arise, managers and staff run to HR.  While individuals with concerns need to own their issues and release any expectation that HR will magically make their problem go away, they also need strategies for safely dialoguing with their “offender.”  Since relational breakdowns are inevitable in every human group, including the work family, HR, management and all employees need first responder training in effectively addressing harmful zingers, jabs and verbal bombs. Let’s explore some ways to respond to these behaviors.

Scenario

Let’s imagine a manager approaches HR uncertain how to have a conversation with a frustrated employee named Kendall.   Kendall, after being informed that her support request to Help Desk was received and, due to complications with the new system software installation, should expect a two-day delay in technical support. Upon reading the Help Desk’s response, Kendall blurted out the following….

“The Help Desk department should be renamed the Helpless Department.”

Request clarification

In a calm and firm manner, ask Kendall to please share the words she said about the Help Desk. Also ask her to explain what she meant by these words. In doing this, Kendall is invited to self-reflect and you avoid accusing, lecturing or judging. The desired outcome of this activity is self-reflection and ownership of behaviors.

Acknowledge the person’s concerns and needs

During conflict, our human tendency is to experience frustration, anger, even fear.  When these feelings exist, it’s difficult for us to listen to someone’s perspective, especially a perspective different from our own. Being understood is an anger diffuser.  Even so, it’s not a fix-all solution. Acknowledging concerns and needs doesn’t mean you approve of a harmful behavior, it simply means you understand what motivated the behavior.

Communicate positive wants or desires for those involved

People are more open to working with you when they believe you care about them and desire a positive outcome for them.  It’s assuring to know someone cares about you especially when you’ve acted impulsively and spoken inappropriately. One way to communicate caring is to verbalize that you’d like Kendall to get technical support in a reasonable time in order to complete her work. In addition, share your positive desire for Help Desk, to have a more manageable case load and not be buried under tech glitches from a new system upgrade.  Lastly, include your desire for a positive work environment for everyone in the department where concerns are addressed respectfully.

Bring awareness of the impact of words and actions

Effective communicators help others understand the impact of their words and actions. Share with Kendall that when you hear a comment that the Help Desk Department should be renamed the Helpless Department, it seems like a department has been attacked. Share the impact of this comment identifying that comments like these can create a negative work environment and divide departments instead of unifying departments within the organization. Share your concern that when people hear comments like this, they feel attacked and disrespected and that, once negativity spreads, it’s hard to stop.

Invite brainstorming a different way to respond

Having shared impact, ask Kendall if there are avenues other than Help Desk where she can obtain support. In asking Kendall to brainstorm, you help her move from attacking others to problem solving. This is what you want Kendall to do the next time she is frustrated.

Request agreement that behavior will not occur moving forward and identify next steps

After discussing what happened and the impact, it’s equally important to get an agreement of behavior in the future from Kendall. Ask her to commit to respectfully verbalizing future concerns (without attacking).  Ask Kendall what (or if a) follow-up action needs to occur. This could be phrased as a question asking Kendall if she believes she needs to do something in order to bring peace back to the department. Ask Kendall what does she believes her co-workers need to hear from her.

If you expect an apology for follow-up action from Kendall, clearly communicate this along with any consequences that will result from her behavior and whether documentation will occur.  Avoid surprising someone in the future during a performance review.

Relational response training needed by all

While first aid kits are available for minor physical injuries and 911 calls can be made for medical emergencies, relational first-aid office kits do not exist. All employees, managers and HR staff need first responder training in effectively addressing harmful workplace zingers, jabs and verbal bombs.

 

About the Author
Lorie Reichel Howe is founder of Conversations in the Workplace. She leverages over 20 years of expertise in communication and relationship management and equips managers and teams to have “safe conversations” – transformative dialogue that uncovers hidden workplace issues to foster greater innovation, inclusion and collaboration within the organization.

Lorie has a diverse career experience as an educator, leadership development trainer, mediator and conflict coach. She has supported organizations such as San Jose State University, Northern California Human Resource Association, Association for Dispute Resolution Northern California, Dress for Success, Rimini Street Incorporation and California League of Schools.

Lorie mediates small claims and civil harassment cases at the Santa Clara Superior Court and provides community mediation for the Santa Clara Department of Human Services. Learn more about Lorie’s impact at www.ConversationsIntheWorkplace.com.

Tags:  effective leadership  Employee engagement  HR leadership  HR leadership training  HR Management  HR speaker  humanistic leadership  leadership  Leadership Strategy  NCHRASmallHR  People Management  Small Company HR  workplace communication 

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Why Repetition is Key to Your HR Program’s Success

Posted By Editor, Laurie, Wednesday, August 23, 2017
Updated: Wednesday, August 23, 2017

By Jennifer V. Miller – GuideSpark*

As an HR practitioner, you and your team work hard to deliver high-quality employee programs to your workforce. When the response to a new program is a tepid “meh,” it’s discouraging. You’re stymied—why the lackluster response?One reason program adoptions rates falter is that HR professionals mistakenly think a few announcements on the company website or a message attached to pay stubs will suffice. Today’s employee expects a more thoughtful experience in the workplace; one that mirrors how they experience marketing messages outside of work. >> Continue reading here.

*HRTechXpo 2017 Title Sponsor 
...
hope to see you there! 

Tags:  employee communication  employee engagement  employee retention  HR engagement  HR Tech  HRTechXpo 

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Seeing Through The Smokescreen

Posted By Editor, Laurie, Wednesday, June 14, 2017
Updated: Wednesday, June 14, 2017

Join David Kovacovich at the NCHRA Compensation Conference, June 23rd in San Francisco, for a (what will prove to be) a lively session entitled, Trends, Best Practices and the Real World of Pay. Learn more and register here.

Dave’s mission is to educate HR Pros on business strategy, individual development and the ability to scale Human Capital Management technology to measure Employee Program success.

As I navigate my 10th year in the Human Capital Management space, I honestly don’t believe there has ever been a more exciting time in our industry!

Technology is vibrant and scale-able, workforce engagement has become of paramount strategic importance and new leadership minds are empowering HR Professionals to lead the charge in improving business process.

Read Dave's article on the new HR West Blog.

 

Tags:  compensation  employee engagement  human resources management 

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