Category Archives: Culture

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Nature or Nurture: The Effect of Workplace Culture on Employee Personality Traits

Businesses today understand personality – including soft skills like empathy, attention to detail, and conscientiousness – vastly impact an individual’s performance, productivity, and ability to work well in teams.

Many organizations spend vast sums on assessing those personality traits, organizing them, and utilizing them in recruitment, leadership, and development programs. But, for many, establishing desirable traits is difficult, if not impossible, thanks to the many large variables in how and why people act the way they do.

Soft skills are almost impossible to teach, but they can be encouraged, not just on an individual but on an organization-wide basis. Workplace culture is increasingly seen as one of the most significant factors influencing how people think and behave at work, and for good reason.

Why Workplace Culture?

People do as people do. We don’t quite “follow the herd”, but we certainly imitate the actions and behavior of those who are more successful or likeable than ourselves. This is established through the theory of memetics, established by Darwin. It’s further elicited in theories like conformist bias and prestige bias, which show that humans are more likely to do as others do, and more likely to do as successful, attractive, and well-liked people do.

What does that mean? If you’ve ever been in a grocery store shopping for an item and have the choice of two brands, one of which is almost sold out, one of which is hardly touched, you’ve likely experienced conformist bias in a measurable way. Most of us will go for the more popular option if we’re unfamiliar with one or both options.

And one only has to look at the popularity of using influencers, whether celebrities or Instagrammers, to sell products to understand that prestige bias is very much a thing. While the basis of this lies in the fact that it’s simpler and more efficient to use heuristics to determine that something is likely to be better if it’s either popular or is used by someone who apparently makes good decisions (they’re successful after all), memetics have deep and meaningful implications in the workplace.

  • People are likely to follow the example of leaders, CEO and Leadership buy-in is a must for culture-change initiatives.
  • If everyone is doing something, everyone else will do it too. You can’t “roll-out change” without isolating individuals receiving coaching.
  • Introducing new people into a dominant culture will change the people, not the culture and vice versa.

Microsoft’s Culture Shift

In 2014, Microsoft’s Steve Ballmer stepped down and Satya Nadella took his place. This was the first step of one of the most aggressive and effective culture-change missions in a Fortune 500 company. Microsoft (Then a 130,000-person company) was stagnating, no risks were being taken, and in Nadella’s own words, they had become a “Know-it-all” company.

This was, at least in part, because of the leadership style of Steve Ballmer, who punished mistakes and faults harshly and rapidly. No one would take on risk or admit to being wrong (resulting in mistakes and more risk) because they were afraid of loss of stature, privileges, or their job.

Nadella began by taking simple steps to create large, visible changes to how management operated. He famously purchased a copy of “Nonviolent Communication” for every member of senior management. He integrated new rules relating to innovation, required individuals to spend time innovating, and visibly changed performance measures and goals away from perfection. And, in a massive symbolic gesture, recruitment has shifted away from primarily focused on talent, towards soft skills.

Satya Nadella himself spends over a week each year on “Talent Talks” programs, where he sits down to discuss up and coming talent, development opportunities, and potential with the heads of each branch. All of this is part of Nadella’s switch to a “growth mindset” culture, where he hopes that employees will shift to the soft skills needed for innovation, continued growth, and admitting to what they don’t know.

6 years later, that shift is far from complete. Microsoft’s employees claim that culture shifts are incredibly noticeable and growing. People are more open, more able to make mistakes, more able to innovate, and less divided against each other, because people act as teams rather than harshly punished as individuals.

Those shifts have shown marked changes for Microsoft, which had a stock value of $37.82 in March of 2014 when Nadella took office and saw an all-time high stock value of $188.70 on February 10 of 2020. This growth has noticeably been pushed by innovations in cloud services (365, Azure, Intelligent Cloud), many of which would not have been possible without the innovations pushed by Nadella. And, tellingly, Microsoft now employs over 140,000 people.

Setting Up Culture Shift

Creating a culture shift requires a significant investment into training, personal development, or hiring. It requires a massive, organization-wide shift which requires leadership buy-in and a strategy, complete with measurements, transparent goals, and visible gestures for employees.

  • Break employees up into smaller cultures. You don’t want silos, but you do want to be able to influence cultures in a feasible way. Microsoft uses Orgs of about 100-150 people. Spotify uses Tribes.
  • Gain buy-in from leadership, as well as influential people across the organization. An organizational network analysis will help you identify which key people influence their teams and the people around them.
  • Talk to people to truly understand why and how they act. Competency and behavioral management frameworks may be key.
  • Update performance management to encourage the desired skills wanted and needed. Use this to flag high vs poor performers. Eventually, you will have to fire key people to relieve negative pressure on the culture.
  • Consider establishing teams of people with the “right” behaviors. When you onboard new people – hired to reflect desired company culture – you can implement them into spaces that won’t introduce “bad” traits and behaviors.
  • Remain consistent, consider daily measurement and tracking, and implement measures to visually remind employees of desired changes. Microsoft implemented “Growth Mindset” posters across the organization.
  • Ground changes on goals and purpose. Nadella linked this to growth and remaining market viable. Link change to something achievable, measurable, and definable to every employee asked to change.
  • Implement diverse rollouts, with training, team activities, hiring, and other shifts.

Workplace culture will dramatically affect how people think and act. If your organization needs change, tackling that culture is likely the first place to start. Doing so effectively means identifying consistent behaviors across the workplace (this is your culture), looking for root causes, and reacting to that.


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How to improve dysfunctional team performance with behavioral assessments

A dysfunctional team is one that consistently loses performance by failing to work and collaborate together in a professional or desirable way. Problems arising in teams and between team members are one of the major problems contributing to loss of performance but solving them can be difficult.

This is especially true because team dysfunction can stem from direct leadership (managers, Scrum leaders, etc.), leaders (business direction, business policy), and from individuals.

Stepping back to assess problems and recognize where things are going wrong is one of the first steps to solving those issues, and in many teams, it will often reveal issues with communication, emotional intelligence, and ego. This may be cultural or local to the team, but should be corrected, and quickly.

One study showed that negative behavior in teams is effective for most dysfunction, although negative behavior may stem from poor soft skills, lack of motivation from leadership, poor leadership, or other issues.

Understanding Teams and Their Leaders

Dysfunctional teams are reflections of a whole. It’s difficult to have healthy leaders or team members if either is unhealthy. But it’s critical to review both independently to look for the source of dysfunction. Chances are, you will find issues with both, but they might both be different and unrelated.

Personality Mapping

Understanding individual personalities that make up a team is important for ensuring teams align in terms of communication style, emotional intelligence, work ethic, work method, and social needs. MBTI shows there are 16 basic personality types and not all of them get along. Team conflicts may stem from simple issues relating to different methods of communication.

For example, a team lead might be communicating in strict, pragmatic instructions to a team made up of mostly creative people who need freedom to do things in their own way, resulting in stifled creativity and dropping morale. In some cases, direct personality clashes can also result in constant or regular conflict, sparking issues throughout the team.

In addition, understanding the personalities of the people on your teams can help with improving performance across the organization. Team composition based on personality is increasingly regarded as important to performance and individual happiness, because a mix of personalities functions better, is more creative, and can collaborate in ways that a silo of similar personalities will not.

Most team frameworks are based on personality assessments like MBTI or The Big 5 but will help you to see where different people complement or clash with each other.

Emotional Intelligence

Emotional intelligence, emotional quotient or EQ is increasingly seen as crucial to how people function together. Emotional intelligence can be defined as a measure of how people recognize their own emotions and those of others, use that information to guide behavior and thoughts, and manage or adjust emotions and thoughts to other people and to achieve goals. EQ dates back to the 1960s, but was popularized by David Goleman, who argues that 67% of leadership and team goals can be met with EQ rather than IQ.

Measuring EQ with assessments like EQ-I 2.0 can help you to understand how well people are communicating. This can be important, especially in instances where some people are emotionally intelligent and others are not.

People who are not emotionally intelligent can come off as rude, impolite, and hurtful. Leaders lacking emotional intelligence can deeply damage morale. Like other soft skills, EQ is a learnable skill and there are workshops, courses, and books on the market to help teams develop those behaviors.

Asking Questions

Sometimes, dysfunctional behavior builds up over time, typically in relation to a few incidents that slowly get worse. What started out as a single toxic person can result in an incredibly dysfunctional team, despite the team otherwise being functional. This type of behavior is difficult to assess without actually going in, asking questions, and seeing how the team works first-hand. Swapping leaders, implementing behavior coaches, and implementing workshops can be a good way to assess this behavior.

Solving Dysfunctional Behavior

It’s difficult to assess a team and immediately recognize where problems are from and why. In some cases, problems stem from processes and bureaucracy. In others, it’s simply teams not working together. And, in others, it’s poor leadership. It’s important to be open minded and unbiased, which potentially means having assessments completed by a third-party.

Problem: Disagreements are not addressed but are problematic

Team members frequently disagree but feel unable to discuss problems or resolve them. This can lead to unhealthy interpersonal conflict and dropping morale. This lack of trust will result in lack of team collaboration because individuals won’t ask for help or feedback, won’t utilize the skills or strengths of others, and, in short, won’t be part of a team.

Solution – Review why teams fail to discuss problems and implement solutions to fix those issues. For example, if teams feel they aren’t listened to, implementing EQ workshops may be a good solution.

Healthy debates should be encouraged, even if encouragement involves creating team-building exercises and working to solve negative behavior such as others calling out individuals in unhealthy ways. Getting over this type of issue may require acknowledging and working on specific instances in personal history.

Problem – People talk about each other behind their backs

This can lead to silos, “cliques” and “us versus them” behavior, and often ripples out from leadership.

Solution – Assess root problems, implement workplace ethics workshops, and stage workshops on having healthy upfront discussions where people feel free to share criticism to each other.

This may also stem from leaders feeling unable to offer criticism to someone who is “emotional”, which likely means the leader needs communication or emotional intelligence training. Feedback should always be given directly to the person, not to anyone else on the team.

Problem – Not everyone contributes

Healthy teams discuss things together. Dysfunctional teams typically rely on one or two people who take up all the time, space, and air. This can stem from people not being listened to, from the leader feeling like they have the only voice, and people simply not feeling as though they can speak up. In a worst-case scenario, people will either pretend to be on board with ideas they don’t agree with or will remain silent, but will end up working on solutions they don’t agree with or like.

Solution – Implement team-building exercises such as role-swapping, create mandatory speaking roles for everyone in the team, and have leaders specifically call out individuals to ensure everyone contributes. Discussion and debate lead to productive creativity and collaboration. Teams have to acknowledge that a certain amount of conflict is productive.

Problem – Teams work aimlessly

Often, this means that communication style doesn’t line up between how projects are communicated and how teams prefer to work. This can result in teams over analyzing and wasting energy or lacking confidence or feeling stifled by too much structure.

Solution – Assess how people communicate and work to match leadership, project, and team styles up as much as possible. Most organizations have space for every type of leader, assessing team types and matching leadership to that team is the best way to solve this issue.

Dysfunctional teams are everywhere, but the causes of dysfunction are often multifaceted. It’s important to assess the full culture including leadership, individual interaction, individuals, and company culture to determine what might be wrong and why. Only then can you implement the right solutions to create teams that stay healthy for the long-term.


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Behavioral approaches to improving net promoter score

Net Promoter Score or NPS has become the gold standard by which companies judge their interactions with customers. NPS was first designed by Fred Reichheld in 2003 and published in an article in the Harvard Business Review. It uses a single question, “How likely are you to recommend us to a friend or colleague” with a 1-10 scale. Most importantly, that number gives organizations a simple way to track customer loyalty and behavior.

While the NPS system has come under criticism, it remains true that customers who are willing to recommend your organization to others will grow your business. An NPS score increase of 7% typically tracks to a business growth of 1%. At the same time, initiatives to improve NPS only work if you actually understand what impacts NPS.

In most cases, a high NPS score tracks to high customer satisfaction, quality customer service, accessibility of information, and ease of service or product use. A surprisingly large number of these factors are impacted by internal company culture, or employee behavior. Why? Behavior impacts how people treat employees, how the product or service is created and delivered, and how the organization presents itself.

Encouraging Empathy (EQ)

Emotional intelligence, also known as emotional quota, is important in changing how people react and respond to each other. A highly emotionally intelligent person is able to recognize their own and the emotions of others, respond to those emotions, and keep those emotions in mind when making decisions that relate to other people. Encouraging EQ normally means testing for it and then implementing workshops and training to develop EQ where it’s lacking.

For most teams, customer service and customer assistance are the most important for this behavior. However, emotional intelligence improves productivity and collaboration across the organization, which will eventually improve performance and results, which also impact customer satisfaction and NPS.

How much does emotional intelligence impact NPS? Cowry Consulting worked with Aegon B.V. to improve NPS through customer contact center interactions. Cowry identified issues relating to lack of human depth, lack of advisor understanding of how and why customers make decisions.

Cowry implemented training to help assistants understand why people make decisions, rewrote scripts to make them more human, and redesigned how information was presented to ensure it appealed on an emotional level.

Aegon also shifted internal policy to assigning a lifetime contact to a customer, so they always connected with the same person when calling. The result was an over 36-point increase in NPS, with a 68.5% increase in sales conversions.

Build Teams that Work Together

Your teams ultimately impact everything the customer is able to get out of your organization. Building smoothly functional, productive, and collaborative teams is essential to providing a good experience and a good product.

Healthy teams communicate, work together, aren’t afraid of disagreement, let each other be heard, and consistently work to improve. Achieving this can involve a set of behavioral training, matching personalities, and changing policies to allow people to work in efficient and healthy ways. Let’s look at some examples:

Marketing and Sales

Are teams setting the right expectations during lead generation or are they simply generating as many leads as possible? Is marketing following up with sales? Is sales closing with information connected to development? Are customers pushed through the sales process as quickly as possible to raise sales numbers? Most of these problems relate to expectations set around maximum sales and maximum lead generation. They don’t result in happy customers. It’s often a result of:

  • Poor performance and compensation systems (linked to quotas, not behavior and score)
  • Competition
  • Lack of empathy or concern for the customer

Product and Design

Are people focused on how the product or service offers value? Or simply on putting out new features? Is UX a concern? Are problems checked for and removed before they reach the customer? Is quality assurance involved in every stage of the process>

  • Assess how teams are connected to customers
  • Assess how teams are put together and how communication, management, and interpersonal styles line up

Customer Service and Support

Does customer service put the customer first? Are they looking at how and why customers are making decisions? Are hold times long? How does customer service treat customers? Does support make customers happy or just fix issues and move on? What are responses when there’s no clear solution?

  • Create policies that ensure teams have room to make empathetic decisions
  • Train support professionals in communication styles, EQ, and recognizing different types of personalities
  • Implement customer personas to help support professionals learn to recognize different communication styles and needs

You also want to look at how personalities link together in each team, ensure that teams actually collaborate, and that communication styles line up.

Building Internal Motivation and Buy-In

It’s difficult or even impossible to improve Net Promoter Score without encouraging employee buy-in. This broad term encapsulates motivating employees to engage with their work as well as with the customer, because, eventually, they mean the same thing. Teams have to fully engage with their work and believe in what they are doing. While many issues here are operational (management, work processes, lack of communication relating to short and long-term goals), many also relate to behavior.

Here, it’s important to understand employees. Using personality tests, EQ assessments, and behavioral frameworks can help you to map how individuals communicate, how leadership communicates, and how you can best fit that together or improve what you have through training and communication. Healthy teams engage with work, communicate better, and eventually produce better work – resulting in happier customers and a higher Net Promoter Score.

While there are many aspects to improving NPS, behavior and behavior management is important. The more you understand how people work and work together, the more you can ensure internal and external teams behave and collaborate in ways that add value for the customer.


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7 Ways Employers Can Reduce Stress In The Workplace

What are the Effects of Work Stress?

Work-related stress occurs when an employee’s demands at work exceed how much they are able to cope with.

Research shows that 83% of workers in the US suffer from work-related stress. If left untreated, work stress can have serious mental, physical and emotional effects for employees.

The effects of stress include:

  • Feeling overwhelmed and unable to cope with workload
  • Feeling depressed
  • Feeling anxious (especially in regards to work)
  • Lacking energy and feeling tired
  • Headaches
  • Chest pains or chest tightness
  • Trouble sleeping
  • Isolation from friends and family
  • Drinking alcohol, smoking or other negative coping mechanisms

Workplace stress can also be a burden for your company. Work stress can lead to a drop in productivity and performance, increased employee sick leave or resignation and can end up costing your company a significant amount of money.

As an employer, it is your responsibility to make sure your employees are happy, healthy and stress-free at work. Ensuring your employees are free from stress will have positive benefits for the success of your team and company. This article highlights seven ways employers can reduce stress in the workplace.

7 Ways You Can Reduce Stress In The Workplace

1. Help Employees Manage Their Workload

Juggling lots of tasks, wearing lots of hats and working non-stop can wear down your employees. Your employees need to be able to effectively manage their workload, otherwise they will burnout and suffer from work-related stress.

You can help employees balance their workload by fairly distributing the workload among the team and frequently checking in with your team members to see how they are progressing with their workload. Make sure you offer reasonable work shifts and ensure employees have enough time to rest in between shifts and don’t work too many hours at once.

2. Better Understand Your Team With Employee Assessments

Using employee emotional and personality assessments like the Everything DiSC assessment, you can better understand your employees and how to improve your workplace to suit their needs, personality and learning type.

Employee assessments allow you to learn which communication and management strategies work best for each of your employees. By being able to tailor your management style to the people you are dealing with, you can improve the working relationship and help combat stress in the workplace.

3. Improve Communications At Work

Communication plays a crucial role at work. When employees are able to effectively and positively communicate with their co-workers and managers, it increases performance and reduces work-related stress.

If you don’t already, schedule weekly meetings with your team so you can share ideas, work-wins, updates and feedback. Giving your employees a chance to speak up and be heard can work wonders for employee wellbeing.

Other ways to improve communication at work include encouraging open communication, keeping employees updated about organizational changes, having one-to-one employee reviews and asking your employees for feedback.

Non-verbal communication is always important for managers and employers to master. Your body language can have a huge impact on your employees and co-workers so be sure to communicate with positive, open and approachable body language.

4. Make Wellness a Part of Work Culture

There’s no denying that small changes like exercising more or eating healthily can reduce stress. By introducing various wellness programs into your work culture, you can help resolve stress in the workplace by making your worksite a happy, healthy place to be.

As an employer, you could offer employees a free/discounted gym membership as a work perk or host weekly yoga sessions in the office to help get those endorphins flowing. By hosting weekly yoga or meditation sessions you can encourage employees to embrace mindfulness which, in turn, can help reduce stress.

You can easily promote healthy living habits at work by providing free healthy snacks in the break room and by encouraging employees to take regular breaks, get away from their work station and stretch their legs. A 10-minute break can decrease stress, encourage productivity and improve work performance.

5. Recognise Your Employees Contributions and Successes

When employees feel valued at work, it can reduce their likelihood of work-related stress. Job security can play a huge role in workplace stress. So, it’s important to communicate with your employees that they are a valuable member of the team.

By recognising your employees specific contributions and successes in the workplace, you can improve their morale and make them feel like a valued part of the team. Offer employee incentives for reaching milestones, have an employee recognition board or employee-of-the-month program and congratulate them when they do a good job, no matter how small. Showing employees that you value their contribution will help reduce work stress and increase work morale.

6. Offer Flexi-Time and Remote Working Options

By having control over their work schedule and being able to fit work around other life commitments, remote working and flexi-time can reduce employee stress levels.

We know that remote working doesn’t suit all industries or businesses. However, if your company is capable of offering employees the chance to work remotely, it can really help to boost employee positivity.

Offering flexi-time or remote working options has been proven successful at increasing company morale and profitability. It’s a great way to combat workplace stress and allow your employees to have improved work-life balance.

7. Effectively Resolve Workplace Conflicts

Whether you manage a small close-knit team or a large-scale business, conflict at work is inevitable due to people having different personalities or opinions. Effective employers are able to take workplace conflicts or disagreements into opportunities for growth and development.

Resolving workplace conflict will encourage a supportive, productive workplace and reduce employee stress, absenteeism and future conflict.

You can use employment assessment solutions to understand the causes of workplace conflict and how to effectively implement a conflict management strategy to provide conflicts from escalating and negatively impacting on your organization.

As you can see, there are a number of steps employers can take to help reduce stress in the workplace. It’s important to have a strong, supportive employee network and to offer your employees a comfortable, positive working environment. There are many benefits to reducing stress in the workplace.

To better understand your employees and how you can tailor your work environment to reduce employee stress, talk to us today to learn more about the employee assessment solutions we offer.


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How to look after your employees’ mental health

This is a guest post from Alicia Christine. Alicia is a human resource professional with expertise in employee experience and wellness. She writes for BestTechie and Techie Doodlers, and shares how businesses can be better to maximize their potential of helping better their communities and society as a whole. Find her on LinkedIn.

The discussion about employee wellness and mental health is becoming more and more important all over Asia. In fact, the Department of Labor and Employment in the Philippines issued guidelines for employers on how to ensure good mental health and well-being in the workplace just last February. This is in line with the spread of the occupational phenomenon known as burnout.

The World Health Organization defines burnout as a syndrome resulting from chronic workplace stress that has not been successfully managed. This often results in exhausted workers, reduced productivity, and an increasing apathetic attitude towards one’s job. Now, what do you do if you’ve been noticing the same things with your employees in the workplace?

Don’t fret, you can still turn all of this around. Read on to know more about how to look after your employees’ mental well-being.

Open Up the Discussion on Mental Health in the Workplace

One of the best things you can do to address mental health issues is to provide an environment that is open and receptive to your employees’ struggles. In most cases, employees will never come out and discuss these issues with their employers, as they may be seen as a liability to the company. This will then lead to the problem worsening and negatively affecting both the employee and the company as a whole.

One way you can address this is by opening up the conversation on mental health. This proactive approach to employee wellness will certainly improve the way your workplace handles these issues. A great way to do this would be to educate your managers, team leaders, and supervisors on mental health issues through seminars held by professionals. This way they’ll be able to determine the signs of mental health issues and address them appropriately.

Promote Work-Life Balance

Another thing that’ll go a long way in promoting a healthy workplace is a focus on work-life balance for your employees. The thing we have to remember here is that employees that are physically and mentally healthy tend to work better than those who are not. So while it may seem wise to praise employees that overwork themselves, it may eventually lead to their undoing due to burnout.

So how do you promote work-life balance in the workplace? Well, one thing you can try is a flexible work arrangement. Pain Free Working highlights how flexible work hours allow employees to live more well-rounded lives. They’ll come to work, execute, and then will be free to do whatever they want with their spare time. This will do wonders for their mental health, as they’ll have more time to invest in other things aside from work. In turn, this makes them more productive as they’ll come back to the workplace fresh and recharged making this a true win-win situation.

Bots for Mental Health

Lastly, another way you can push for an overall improvement in your employees’ mental health is through the use of the right technology. Technology has often bridged the gap between society and its needs, and mental health is no exception. Various apps have sprung from the growing mental health crisis that, for the most part, have done an adequate job of curbing the issue.

In the corporate setting, one piece of technology has been surprisingly effective. Fast Company highlights how the use of chatbots make it easier for employees to talk about their issues. This is mainly because the AI is geared towards addressing these issues. Couple this with the fact that the discretion that comes with talking to someone who isn’t a person and you’ll find that you’ve created a safe space for your employees.

Make Use of Assessments

Lastly, one thing that you have to consider when things are going awry is if your employees are in the right roles. While it’s easy to put the blame on the employees or the systems that you’ve put in place, sometimes it’s really just a matter of whether or not something is the right fit. Inc highlights how being in the wrong role often leads to disengaged employees.

One way you can alleviate this problem is through the use of assessment tests. These will give you a good grasp on whether or not someone is in the right role by seeing if their skills and personality are up to par with their current role in your team. Another way to do this would be to just ask your employees whether or not they think their current role is right for them.

If you want to learn more about how to make your workplace one that values mental health and safety, check out this article on 5 Ways to Deal with Workplace Conflict!


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5 Ways to deal with conflict in the workplace

This is a guest post from Jamie Costello. Jamie is a legal assistant based in Manchester, UK. The topics he writes about varies from business law to dispute resolution. He uses his knowledge from education and working alongside internal commercial litigations solicitors within his role to help collate his articles.

Tension in the workplace is not avoidable. Even in the best cultures, the best teams and even in the happiest office, you will find some form of conflict is unavoidable.

And an office conflict can lead to a lot of bad things for your business;

  • Loss of productivity
  • Loss of motivation
  • Absence
  • Reduced teamwork
  • Poorer work quality

So, as a leader in a workplace it is important to deal with conflict in a set way, which can include some of the following tactics.

5 Ways to deal with workplace conflict

1) Timing

Stepping in and dealing with conflict successfully relies on several factors, not least of which is timing. Leave an issue too long and it can fester; becoming almost impossible to resolve. As a leader, your responsibility is to step in at just the right time to avoid any ongoing issues.

Don’t move into the situation, taking sides and backing one claim over the other without hard evidence by any means. But, it is important that you step in and let both sides know you are dealing with the issue. The outcome won’t be clear at this point, but it does showcase that you are dealing with the issue promptly.

2) Establish Boundaries

Conflict can quickly become unmanageable if both parties refuse to a level of civility. Whatever the issue, it is your responsibility as a leader to establish what each party’s boundaries are during the conflict and ensure they are respected.

In most workplaces, complete avoidance is unavoidable/not practical. But you should be able to establish a basic framework to ensure work can still be done even during the conflict.

3) Confront Issues, Don’t Ignore

One of the biggest failures of a leader during workplace conflict is to ignore the fact that it is happening. Burying your head in the sand may make your Monday morning easier, but it will lose you both employees as well.

If you ignore a conflict between your employees their work can deteriorate, tensions can make their working relationship irreparable, and you may ultimately lose them both. And the blame may be laid at your feet to boot. Primarily, for failing to deal with or acknowledge that there was a problem to begin with.

A good leader needs to understand conflict is natural and work to ensure it has no long-lasting effect, not dismiss it entirely.

4) Mediate

One of the easiest ways to ensure you deal with a conflict is to mediate between the two parties. Having an open, frank, discussion of the issue and what went wrong can be incredibly important–and resolve the issue much better than most other methods.

Of course, if an issue has developed so far that people are too angry to talk civilly during mediation it can be a real issue. At this point, you may need to actively consider a way to solve the solution by moving/transferring employees where appropriate.

Or, if a party is actively causing the issue and there is hard evidence, then termination may be appropriate in some cases. The fact of the matter is that you have to attempt the mediate and then solve the issue if it presents itself.

5) Listen

The worst thing you can do as a leader during a conflict is to fail at listening. It teaches those under you that you don’t care, even when in most cases you probably care too much. So it’s important to ensure that at the very least you are proving that you care about the situation and how everyone is handling it in that sense.

Listening is one of the key steps to ensuring that you have the respect and understanding of your staff. So, make sure that you have an ear available for any situation.

Overall Thoughts

Conflict is a normal part of everyday life. We have conflicts as part of every life and it is hard to avoid, even in the workplace. The fact of the matter is that as a leader, you need to effectively manage and understand conflicts in your team.

Listen, manage and resolve the issues. That way, you can keep your team in place, hopefully, without any long-standing issues. And you then can continue to resolve similar issues in the same way.


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A guide to professional office communications

Every person understands the power of efficient communication and its impact on daily life and processes. The quality of communication impacts how well we resolve issues, establish relationships, network, and fit in the surrounding societies.

At work, communication not only impacts the well-being of the employees but directly affects the quality of work. If people are stressed, annoyed, or even scared to speak their minds out, that will inevitably lead to poor performance, frequent errors, and a high level of employee turnover.

So what should every employee know about professional communication? Here’s a quick overview that covers the key areas of office communication in a little more detail.

Personal communication

In the office, people interact with dozens (if not hundreds) of colleagues on a regular basis. In order for these interactions to be valuable and with no interference in the actual work process, it is important that all employees know the basic communication principles.

Watch the body language

Even though we are not always aware of our body language, we need to pay attention to it as it impacts the way people perceive us. A person with crossed arms and tense posture seems much more distant and negative than a relaxed person who looks you in the eyes and smiles.

Some of the basic areas to keep in mind when talking to colleagues are:

  • Maintain the eye contact but don’t turn it into a “dead stare”
  • Smile!
  • Try not crossing arms
  • Look at the person, not at your mobile phone or tablet during the talk

Another important thing that needs to be addressed is over-familiarity. Some enthusiastic employees constantly hug their colleagues, tap them on either shoulders or back, shake hands, and overall, get too close to someone’s comfort zone. Such behavior is often uncomfortable, intimidating or annoying so the best option is to restrain from it, except for when talking to close friends or people who do not mind it.

Listen, then talk

Listening is an obligatory skill for efficient communication. Busy office life often implies rush and people try to express themselves as fast as possible in order to be heard and understood.

However, by listening to the other person without interrupting or hurrying them is a sign of great respect and professionalism. It shows that you value the opinion of your colleague and are willing to hear it.

Use your body language to show that you really listen to a person: react to their words, mimic some of their gestures (it helps win them round) and watch the facial expression (it should not be deadpan).

The biggest things to watch for during a personal conversation with a colleague:

  • interruption
  • pointless arguing
  • dishonesty
  • deadpan face
  • crossed arms and tense posture

Phone calling

Another frequent form of communication that we often see in the offices is phone calls. When you need to reach someone really fast or urgently solve a certain task, the best way to do so is to call a person. Though seemingly easy, there are still certain rules to follow when making phone calls.

First, always introduce yourself. There might be hundreds of people working in your company and most people don’t even know the people who work on the same floor but in a different department. Therefore, at the beginning of the conversation, introduce yourself and clarify which department you work in.

Second, clearly state the reason why you call and never hesitate to ask for clarification in case you did not understand the person very well. It’s better to clarify the issue once then resolving possible issues in the future. Another good idea would be to take notes during the call to ensure no important information is missed.

Finally, thank the person for their time when ending the call – this will show that you treat your colleagues with respect and value their time.

Remember: your colleagues are people who work on the same goal as you do which is contributing to the company’s development and growth. So one should invest in nurturing good communication skills so it will bring benefits in the future.

Written communication

Most of the in-office communication happens via texts, emails, or chats. So it’s important to know the basic rules of professional communication via the messengers in order to never miss the important information and get heard in return.

Emails

Emails are great because they allow you to share information with different people, exchange documents, schedule meetings and pretty much organize and manage most of the internal processes.

At the same time, emails are often neglected, ignored, deleted, or lost – simply because the sender did not care much about crafting a professional email. Here are the essentials of a good email:

  • Informative and clear subject: a receiver should immediately understand what the email is about from its subject.
  • A well-balanced copy: not too short but not too long either. Write all the needed information and any useful comments.
  • No misuse of emojis, GIFs, memes, etc. Keep the email professional.
  • Appropriate tone: start with a salutation and end the email with a professional signature (i.e. “Best regards”). Do not use slang or jargon in the email.

The problem of many emails is that the sender does not know how to create a professional and informative email. As a result, the email looks more like a message from a social media that was sent to a friend but not to a colleague.

Work chats

Different companies use different messengers and project chats, with Slack, Trello, and Skype being the most popular ones. The cornerstone of professional communication in such messengers is respect for your colleagues and an ability to listen without interrupting.

Remember: there should be absolutely no harassment, jargon, or inappropriate wording in all forms of written communication in the office. As well, always remember to address the person you are talking to, thank them for their time and provide as much information as needed.

Final word

The topic of professional communication is really vast and specific to every company. What we can say is that the efficiency and quality of office communication between the employees heavily depend on the internal company culture.

If a company has well-established culture, based on mutual respect and trust, there will be no or very little issues related to communication. Thus, while optimizing the quality of communication in your office and educating people about it, take some time to work on the internal culture as well.


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Quantifying the Unquantifiable: The Low Down on Soft Skills

This is a guest post from Sophie J. Parker. Sophie blogs over at Surehand, where industrial safety professionals can find their perfect job. It is her aim to help create a safer world, one inspector at a time.

There’s a piece of advice anyone who’s ever looked for work or a promotion has heard at some point.

Develop your soft skills.

Soft skills are skills that enable you to succeed in a range of environments. They include personality traits and attributes, people skills, social skills and more.

Soft skills have slowly risen from accessory ornaments at the end of a great CV to prominence. Changes in the way markets and companies operate in the digital age made non-technical skills crucial.

As fields are taken over by new ways of operating, many technical qualifications are now obsolete. Adaptability, creativity, and willingness to learn went from perks to requisites for survival in ever-evolving markets.

Now, soft skills are at the forefront of requirements for many new positions and divisions. The professional profile companies seek to fill is increasingly centered on these skills.

In a few decades, “develop your soft skills” went from generic advice to thoughtful counsel. In this article, we’ll go over the reasons these skills are in such demand.

We’ll also list the most popular soft skills for employers in 2020. Finally, we’ll discuss some of the metrics available to measure these skills in the workplace.

Soft Skills In Hard Markets

Soft vs Hard Skills: Old School Wisdom

Traditionally, soft skills were considered more as perks than prerequisites. These skills were considered inherently unmeasurable. Hard skills could be trained and measured.

To the first generations of management thinkers, hard skills seemed like a better horse to bet on. Time wound up proving them very wrong.

Hard skills may have been easier to measure, but they also proved more rigid. Specializing in hard skills made workers harder to adapt to new positions.

This would be a crucial shortcoming.

The Age of Disruption

As technological advancements have continued relentlessly, many markets were deeply disrupted. Whole industries rose out of seemingly nowhere.

Many roles and departments that are vital today didn’t exist a decade or two ago. Companies struggle to find professionals to perform at a high level in novel fields.

Both market disruptors and well-established companies see their hierarchies affected. Startups and large players have different priorities, but both require soft skills.

Different Priorities

Startups need to hire people that have the hard skills they need at the moment. At the same time, they need employees with the non-technical skills required to handle growth down the road.

Hard skills put food on the table, but it’s soft skills that keep that table getting bigger. Soft skills in your staff mean that a better workplace culture can flourish. This, in turn, leads to companies that grow sustainably, with higher rates of productivity.

Then, there are the big players. Well-established market titans that put too much stock in hard skills become sluggish.

Social and communication skills allow key staff to develop inter-departmental synergy. Understanding the human factor makes it easier for large companies to react to disruption.

Soft Skill Metrics

The key drawback to soft skills is the lack of data to measure their effectiveness in any given situation. Or so the conventional wisdom goes. That statement may have been a fact decades ago, but social sciences have come a long way since then.

Qualitative methodologies have been refined by social psychologists, sociologists, and other experts. Decades of research have developed an ample array of tools to measure non-technical skills. Their accuracy and predictive power are now settled matters in academia.

The ivory towers of academia are far removed from the gritty world of business, though. Distilled techniques in controlled settings are one thing; effective workplace metrics are another. Can these methods be used in a real-world workplace, fruitfully?

The answer is a resounding yes. Here are just a few ways to do it.

Behavioral interviewing

Behavioral interviews focus on the way candidates act in situations. Rather than current or past performance, they use hypotheticals to identify specific skills.

Soft skills-based rubrics

Rubrics are grid-based tools that feature key criteria for employee performance. They allow assessment and scoring on a number of attributes and scales. They should be customized for every role in the company.

Feedback surveys

Questionnaires and surveys can help identify issues stemming from non-technical skill scarcity. Falling levels of employee satisfaction, communication problems and leadership issues are well-captured by questionnaires.

Surveys are also crucial to measure how effective skill training is. Without feedback from colleagues, supervisors, subordinates, and clients it’s impossible to track progress.

Most Valued Soft Skills

Times are changing, especially in the corporate land. As science begins to catch up to the realities of non-technical skills, companies are wising up.

Recruiters now seek and weed out candidates based on their non-technical skills, or lack thereof. The following are the five most in-demand soft skills companies are looking for right now.

5. Emotional Intelligence

Emotional intelligence is the capacity to accurately identify emotions in yourself and others. It is the non-technical skill’s jack-of-all-trades. It works as a bedrock upon which all other skills can be built.

Its presence is insufficient to determine that a candidate is most desirable. Its absence is a red flag, though. Companies need people capable of maturity and empathy.

4. Adaptability

Adaptability is the capacity to change one’s behavior and assumptions in a fast and fluid way. In the age of disruption, adaptability is just what the doctor prescribed. Companies need employees who can adjust to new realities without skipping a beat.

Adaptability doesn’t fall squarely on the shoulders of employees, though. There is a lot that an organization can do (or fail to do) to foster or hinder adaptability.

3. Collaboration

Companies have staked a lot on creating competitiveness between coworkers. It’s collaboration, however, that has proven to be the superior skill.

Companies are built on collaboration. The capacity to cooperate seamlessly in different settings and groups is invaluable to success.

2. Persuasion

Long-considered a skill for the sales team, persuasion has a far wider reach. It’s a crucial element in effective leadership.

Great leaders must be capable of persuading their teams to follow them. Dissent is natural and healthy, but a persuasive leader fosters cohesion.

1. Creativity

Creativity is the most sought-after soft skill in new hires this year. There’s a reason for that. In an uncertain, disrupted marketplace, companies know they’ll need to get innovative to beat the competition.. Creative employees approach problems from new angles, finding clever solutions to vexing puzzles.

This trend is likely to grow more pronounced in the coming years. Technology is taking over most job functions requiring high-level hard skills. Creative employees will allow companies to implement these technologies in new and amazing ways.

Conclusion

Soft skills have reversed the tables on a decades-old narrative. Long-relegated to a minor footnote, these skills are now one of the hottest commodities.

The progress of science allows companies to measure those skills, and analyze them. For companies that have, the verdict is clear—the value of non-technical skills is a hard fact.

Companies that create a culture with soft skills at the center face considerable gains. Those that don’t may well go the way of the dodo.


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Taking Team Dynamics into Account During the Recruitment Process

Hiring often looks simple from the outside. An inside look shows a process complex enough to have thousands of studies dedicated to single aspects of recruitment. Companies spend millions on assessing, training, and hiring the right people to drive their companies, and for good reason. The right people can make or break a business.

People-fit is a crucial topic, and one that many companies don’t spend enough time on. Today, the lens of hiring is slowly shifting to look at aspects such as personality, behavior, and beliefs to create teams that truly work together.

Team dynamics are an incredibly important consideration, because they affect not just how one person works, but how an entire team will get along and work together.

Personality Type

Personality type is the first and one of the most important things to measure. In most cases, you should use personality assessments during initial employee screening. This can include something like Myers-Briggs Type Indicator (MBTI) or another type of test. Competency and behavioral assessments are important as well, because they indicate what a person can do, why they would or would not do that, and how they do it.

Understanding personality type and behavior is key for determining where someone fits into a team. However, it’s equally crucial to have this information regarding existing team members.

Mapping Team Roles

Mapping team roles allows you to picture what you have in your team and then work to fill gaps. Various tools, typically models and frameworks, exist to help you do this. Look at assessments that can map out roles in successful teams, and the types of people who fit those roles. Your assessment provider should be able to assess multiple roles per individual, as there isn’t a one-size-fits-all for any candidate. That way, you can also keep your teams small with 3-5 people, and at the same time have every role filled (since each individual would be suited for multiple roles).

Cultural Diversity

Cultural diversity is the concept of having a range of influences and background in a team. This allows individuals to influence, challenge, and push each other to excel in ways they wouldn’t on their own. Cultural diversity can be achieved by hiring diverse people, by building cross-functional teams, and by tearing down silos so that teams can work together and be exposed to new ideas, ways of thinking, and approaches.

Cognitive Diversity

Cognitive diversity, like cultural diversity, is about creating teams stemming from different backgrounds, with different thought processes, and different levels of education. This involves understanding how people work, how they use existing knowledge versus creating their own, and whether they tend to use their own expertise or leverage that of others. Strong teams require a mix of cognitive approaches.

Team Compatibility

While it’s important to introduce diversity, you also have to pay attention to compatibility. You don’t want everyone on the team to be the same, but you also don’t want people who will naturally clash. Understanding how different types of people work together (and don’t), will allow you to make better decisions. Diversity for the sake of diversity benefits no one when it means individuals cannot work together.

Strong team are composed of diverse individuals, typically with a range of backgrounds, cultures, and cognitive methods. Most also require a set number of skills such as a specialist, coordinator, and implementer to actually be productive. Understanding each team, who is on that team, and what they need to be most productive will help you to find and fit candidates into those roles to enhance the team.


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