The Strategic Exchange – The Organizational Change Consultant Report, September 2006
Empowering Employees
I visited the Inland Revenue Department on Constant Spring Road to conduct business. While standing in the line waiting on the numerous persons ahead of me to complete their transactions, I decided to pass the time by reading all the signs and advertisements posted on the walls and glass partition. The one that caught my attention read like this, " if you are having a problem talk with a supervisor. "
Immediately, I started thinking.
Why not talk to me?
Why talk to my supervisor?
Am I inefficient?
Don't I know enough to solve a problem the customer is experiencing?
Am I not able to take decisions, on matters relating to my job that affect the customers?
My head was spinning with questions after questions. Can you imagine the thoughts that go through the employees minds?
One can argue that management is providing solutions to problems that customers encounter. This is commendable. However, just think how much better it would be if management empowered frontline employees who interact face to face with the customers to solve their problems right on the spot. Customers would be more satisfied and think very highly of the organisation. After all, waiting on a supervisor to be available to discuss matters takes time. Customers do not have an abundance of time to spare. They are busy people. Why settle for good when there is better and best to strive towards?
To empower your employees mean that you not only give them the task to complete, but you also give them the authority to take decisions about matters, concerning the very tasks they are performing. It also means that you are employee focused. When you empower employees, you are sending a message that you value their contribution to the organizations growth and development. They get the feeling of being a part of something bigger than themselves. This will definitely motivate them and encourage them to develop an entrepreneurial sprit that allows the organization to shine. According to Linda Keefe (Progressive Distributor) "employees are walking billboards for your business 24 hours a day, seven days per week. As a result of their direct or indirect words and action, your company will receive either good, bad, or neutral press depending on whether your employees are satisfied in the organisation and feel a part of the company's vision"
- Employees participation: Your employees interact with customers on a daily basis. They can identify and map out a pattern of behaviour, common expectations, and regular questions asked. They are not only involved in the collection of data but also in formulating possible solutions. Train them to handle the work and build their self confidence. Ensure that the training and the defined solutions fit into the bigger plan of the organisation.
- Trust your employees: Believe that the employees will make the right decisions in any given situation. If they happen to make a poor judgment call which result in the wrong decision taken, give them your support. Help them to see where they went wrong and arm them with enough information that will assist them to take corrective actions and make the write decision the next time around. Do not second guess their efforts.
- Defined the expected result: Be sure that your employees know what is expected of them. The goals should be clear and easily understood by the employees. Determine the latitude that they have in any given situation. Detail what each person can do. When empowered employees have reached the limit of their authority, they know the steps to take to find out additional information or to make suggestions.
- Provide regular feedback on their performance.: Let them know how they are doing. Make suggestions for improvement. Listen to them and give a chance to work out how they can improve their performance.
- Take their ideas seriously: They need to know that their ideas are taken seriously. If you do not value their input, they will be de-motivated and develop negative attitudes which will result in negative behavior
- Recognise employees accomplishments: You can provide financial rewards. But if you are not able to do so, look for more challenging assignments to give them further opportunities to demonstrate their abilities. You could also re-design their jobs to make more use of their talents.
Build a culture that allows managers to ask employees what should be done in a situation, instead of telling them what to do. Listen to their answers and ask more probing questions until you get workable answers. This will create more time for managers to focus their attention on broader strategic goals, as employees take over more and more of the decision making process.
It is a pleasure to hear from you and I look forward to answering more of your questions.
Sharon Ho–Sang
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