Marcia's Leadership Q&As: Imperative Actions for Leaders
/
Imperative Actions for Leaders
Q. How do we prepare for people coming back to the office? Some people are excited, and some are very anxious.
A. It’s great to acknowledge that there will be a variety of emotions when people return to work, either part-time or full-time. People may be casual about returning, get to the door and freeze. Anxiety pops up in interesting ways, sometimes suddenly. Others who have been vaccinated for months and carrying on life back to “normal” may be very comfortable. Start with conversations early and on Zoom. Invite the staff to share what their concerns are, how they feel, and together brainstorm how to create a work environment where safety and respect is felt by all. The more people can contribute their ideas and can trust that they will be implemented, the more productive interaction will emerge.
Q. What do you anticipate when it comes to customer service in upcoming months?
A. We are experiencing reduced customer service across industries and across the nation. As soon as the “Open for Business” go-ahead was given in states and counties, especially service-oriented businesses such as restaurants, hotels, and airlines scrambled to simultaneously hire and train staff to serve customers. The challenge arose when there were fewer applicants who were interested in working. Some retired through the pandemic; others changed their value system and decided not to work or to work part-time (25% of women left the workforce and many don’t plan to return anytime soon), and others are collecting unemployment and are in no hurry to return to the workplace for various reasons (family needs, health, etc.).
Now more than ever managers need to inspire, listen, and communicate effectively. Flexibility is going to be one of the most sought-after traits that employees are seeking in their work culture. Will leaders adapt? Will teams be resilient? Systems and processes will need to be efficient and effective since there will be fewer workers available. The more a team can learn and work together, support each other and accomplish their goals together, the deeper that bonds will grow. New ideas, methods and adaptability will be welcome in a healthy workplace of the future.
