Articles tagged "Organizational Change"
I just got off the phone with a prospective client. They have serious employee and management retention issues. They have few managers with the right skills to be effective managers, let alone develop into effective leaders, they have a multitude of staff with less-than-effective front-line customer service skills, they are in an industry that is growing by leaps and bounds, and their reputation for less-than-stellar service is starting to spread.
So why are they calling my office? They've used a series of trainers with no continuity between programs, no effective reinforcement of training concepts, and less-than-effective programming. This leadership training is mandatory for all supervisors and managers and it's not been effective. Senior management's not happy. I don’t blame them.
However, when I raised the issue of funding a revamped training and management performance program to address their needs, I was told, “We’ll probably be able to find some money but we've already spent a lot of money on this.” Excuse me, but were you expecting my company to provide these services free?
Well, Liz being Liz, I had to ask, “Just out of curiosity, what do you think your company spends annually on the flowers you put on the dining room tables each night?” “Oh geeze -- a lot!” was the answer. I replied, “What do you think is more important to the long-term profitability of your organization: pretty table flowers or a well-trained management team?”"
I only share this story with you so you can ask yourself a similar question:
When it comes to investing in your business what makes more sense: investing in your employees to ensure they are better able to serve your customers now and into the future or investing in “flowers” your customers may not even notice?
Copyright MMVII - Liz Weber, CMC, CSP - Weber Business Services, LLC – www.WBSLLC.com +1.717.597.8890
Liz supports clients with strategic and succession planning, as well as leadership training and executive coaching. Learn more about me on LinkedIn!
Shifting to a remote work environment permanently for the foreseeable future has become a reality for many organizations. The rapid shift to remote work occurred because of the pandemic. It was a necessary response to a crisis situation that occurred quickly and without much warning. Because of that, we and our team members quickly found ways to do our jobs from our dining room tables with kids, dogs, and doorbells in the mix. It’s what we needed to do in the face of a crisis. We accepted the challenges, frustrations, and extra work as ‘just what we needed to do’ to do our jobs.
If you haven’t already had enough surprises and challenges this year, get ready for another leadership challenge: Your workforce’s composition will change more than you expect in the next 18-24 months.
As you continue to refine your organization’s current work culture, whether remote or in-person, don’t forget your organization’s values. Your organization’s values are your organization’s ‘House Rules.’ They define the behaviors that are expected, day in and day out, of everyone who takes a paycheck from your organization or who represents it. If someone doesn’t want to abide by your organization’s values, fine. They are simply choosing to work someplace else.
When things start to settle a bit in your world as you adjust to the new reality caused by the global COVID-19 Pandemic, be prepared to dramatically revise your strategic plan. It’s no longer strategically viable. Whether your operations experience a positive or negative impact for two weeks or two years, the future work world you were envisioning when your plan was created no longer exists.