BE IMMENSE ON THE PEOPLE & CULTURE FRONT OR SUFFER!

?????????? ?????????????? ???? ?????? ???????????? & ?????????????? ??????????!

??"???? ?????? ?? ???????????? ?????? ???????????????? ???????? ?? ?????? ???????????????? ???? ?????????????? ?????????? ???????? ?????????????? ??????????????????????".

That is the best intentions led goal for lots of businesses. A genuine want to do better than right by their people.

Bringing that to life takes immeasurable effort in some cases and where that effort starts to be viewed as 'too much like hard work for little immediate return', this is where most business over promise and under deliver on the people and culture front.

The promise of a great place to work that lures people in and a work culture where the people at the front end have the loudest voices, slowly fades and becomes a jaded mantra or a dust gathering plaque on a wall. Sound familiar?

?????? ?????? ?????? ?????????? ???? ?????? ???????? ???? ?????????????? ????????????'?? ?????????? when we talk about developing amazing places to work with our people at the centre of that plan. When broken, it's a trust that is quickly replaced by disbelief and an "I'll believe it when I see it" mindset. A trust which is hard to recover.

There are many ways that we can avoid this from being our reality and I believe that talking and engaging about the goals for a great work culture can start at the point of interview, onboarding and involving our people from those early stages in the plan, the debate and the change. ?????? ???? ?????? ???????????? ???? ???????????? ???? ???????? ???? ?????????????????? ???????????? ?????? ?????????? ?????????? ???????????????? ???? ?????????????? ?? ?????????? ???????? ????????????????????????????? ?????? ?????? ????????????? ???? ???? ?????? ?????? ???????????? ?????? ?????????? ???? ???????? ???????????????? ???????????????????? ?????? ???????? ?????? ???????? ?????? ????????????????????. We need to do both, but we control how much of the latter we need to face.

Allowing our people to actively play a meaningful part in that work culture agenda to the point where that agenda is almost or 'actually' owned BY our people is surely one of the best ways to go right?

As the key stakeholders in that debate, ?????????? ?????? ???????????? ?????? ???????? ?????????????????? ???? ???????? ?????? ???????????????????? ???? ???????????? ???? ?????????????? ?????????????? ?????????? ???????????????? and to partner with their leadership team to collaborate on ways to create the kind of workplace that no-one would want to leave. Imagine that! The audacity!

As leaders, we owe it to every person we lead at every level and in every role and in every day to allow them to have that voice and that input and to support that engagement.

??The trust this establishes is immense!

??The effects on performance and customer outcomes is immense!

??The work involved is immense!

??The lasting effects can be immense!

In 2023 we are talking more about work culture driven success than ever before, but we need to move much of the talk to action.

I've proudly been banging this particular drum for 25 years, back when it was mocked and disregarded as unimportant and a distraction from the important stuff.

It's fantastic and so positive to see these discussion more openly shared and so many more business investing in this with heart, but it's safe to say that there is still a tonne of heavy lifting to do!

In our contact centre industry and indeed, in all industries, I am hoping that the post pandemic 2023 sees a truly positive upward shift in how more businesses talk less of the talk and do more of the do when it comes to developing truly people centred, values led great places to work and trust their people to drive that bus!

??'?? ???????? ???? ???????? ???????? ???????????????? ???? ?????? ??????????.

** My CXER Chat show podcasts return for the 2023 season from Feb 2023 and the first episode is going to be on this very subject. Got something to say on the matter? Want to be on the show? Drop me a line!**

Thanks,

Al

#cxer

#workculture

#peoplefirst

#cultureworks