What do you do if your communication strategies are failing to engage employees in Service Operations?

Primeira a??o é estar próximo ao time, realizar as atividades para entender o que eles fazem, conhecer as ferramentas de trabalho como notebook, sistemas, e o fluxo de informa??o entre as áreas s?o as principais reclama??es das equipes, quem está na linha de frente deve ter autonomia para solicitar a??es em outras áreas, fa?a com que esteja tudo funcionando que a equipe vai entregar o resultado esperado, seja o elo de confian?a e porta voz da equipe, crie um ambiente saudável e de liberdade de express?o, pode ter certeza que vai ver mudan?as no time que está liderando.

1. Avalie os canais e a linguagem: A comunica??o está acessível e nos canais preferidos dos funcionários? A linguagem é clara, concisa e relevante para o público-alvo? 2. Revise o conteúdo e a frequência: As informa??es s?o úteis, motivadoras e acionáveis? A frequência da comunica??o é adequada ou excessiva/insuficiente? 3. Incentive o feedback e a participa??o: Crie canais para feedback bidirecional e sugest?es de melhorias. Promova a participa??o dos funcionários na cria??o e compartilhamento de conteúdo. E por fim, um ponto super importante que eu sempre fiz foi a adapta??o das estratégias de acordo com o perfil e necessidades dos diferentes grupos de funcionários.

You need to find out why they are failing, is the language used not right for the audience, is there not enough excitement to engage the audience. talk to some of them and find out what is not getting them interested then tailor your communications to suit and get them engaged get them to feel they are part of the solution and that their input is needed and valued.

Engaging with the service operations or delivery teams to understand their daily tasks and challenges is critical, but equally critical is to ensure that when we have this insight we make utmost use of it and create easy and simple to follow channel(s) for communication with clarity in the message/communication creating a sustainable and effective communication method/platform. Essentially, keep reviewing this cycle of I2I - “Insights-to-Impact” and keep improvising…

First, it's key to figure out if our communication is really hitting the mark. Consider it like this: Is everyone getting what they need from our chats, emails, and meetings? Not everyone likes receiving information the same way, so it's important to check in and see what's working and what's not. It's all about making sure the lines of communication are actually open and that everyone's comfortable with how information is being shared.

It's important to establish where there is a breakdown, communication is paramount. Both sides must understand each others views and perception. Both sides must listen to each other and both understand what is expected from each other and there is always support.

Once you've got a clear picture of what everyone prefers, it's time to shake things up to suit those preferences. If some of your crew likes quick updates via text and others want the full scoop in meetings, why not accommodate both? The goal is to ensure the messages you're sending out are actually relevant and interesting to the folks receiving them. After all, there's no point in sending messages out into the void if no one notices them.

This is a big one. Leaders must be ace communicators, not just folks who can deliver instructions. They should be an example of good communication in your place. This means being open, really listening, and responding thoughtfully. A little training can go a long way here, helping leaders to not only convey their messages clearly but also to tune in to what their teams are saying.

I initiate open dialogue sessions where team members are encouraged to openly voice their concerns, suggestions, and feedback. These sessions allow everyone to express their perspectives and contribute to finding solutions collaboratively. By fostering an environment of open communication, we can address any underlying issues hindering engagement and work together to implement necessary improvements.

O Colaboradores trabalham para os líderes e n?o para a empresa, as empresas precisam desenvolver seus líderes, eles ir?o reter os melhores se for um líder que inspira e desenvolve seu time, mas sen?o estiver preparado, a empresa vai perder excelentes profissionais, li em algum lugar que funcionário bom n?o reclama, simplesmente troca de emprego, é um fato, fique atento aquela equipe que n?o está chegando nas metas, sempre tem reclama??o, avalie a lideran?a e n?o somente os liderados, desenvolva esse Líder. As pessoas buscam empresas sustentáveis, que eles possam ter equilíbrio na vida pessoal e profissional, n?o aceitam algo que n?o esteja alinhado com seu propósito, o Líder fará toda diferen?a para reter ótimos profissionais na empresa!

I recognize the importance of tailoring communication methods to suit the preferences and needs of individual team members. Depending on what resonates best with each employee, this may involve utilizing a variety of communication channels such as video conferences, emails, instant messaging, or even phone calls. Additionally, I ensure that the content and delivery of messages are adapted to be clear, relevant, and engaging for the intended audience.

And you can't just make changes and hope for the best. It's crucial to check in to see how these new approaches work. Are people more engaged? Do they feel better informed? If something's not working, be ready to switch gears. Keeping up a steady stream of feedback means you can stay nimble, making adjustments to keep everyone on board and in the loop.

If communication strategies fail to engage employees, I’d recommend reassessing the channels and methods used. Start by seeking direct feedback from employees to understand their preferences and any obstacles they face. Implement a mix of communication forms, such as in-person meetings, digital newsletters, and interactive platforms that encourage two-way communication. Tailor the content to be relevant and engaging, ensuring it resonates with different teams. Regularly review and adapt your strategies based on feedback and engagement levels to foster an inclusive and responsive communication culture.

I think some additional considerations that can further enhance communication effectiveness and service quality: 1. Cross-Functional Collaboration: Encourage departments to work closely 2. Use of Communication Templates: Standardize for common interactions or issues. 3. Proactive Communication: Don’t wait for issues to arise. 4. Implement Beyond initial training to keep staff up-to-date’ 5. Adapt to Customer tailored preferences 6. Crisis Communication Plan: Develop and maintain a clear plan. 7. Utilize Visual and Interactive Aids: Where possible, incorporate visual aids like diagrams etc 8. Emphasize Emotional Intelligence Training: Train your team in emotional intelligence to better handle customer interactions..