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Monthly Archives: March 2016

Doing the “correct” thing isn’t always right

Recently I read a story about a restaurant manager who received complaints about a mother and her autistic child. Policy would have dictated that he move the duo to another part of the restaurant, away from the other patrons who were being disturbed. But after one question from the mother, he decided not to. He told them to have an awesome day. He high fived the child. He went back to work.

In his words: Sometimes doing the right thing does not make everyone happy; just the people who need it the most.

Good for you, Tony Posnanski. You rock. You recognized the needs of this mother who had been through this before but just wanted a normal experience with her child. That’s what we call managerial courage – you didn’t hide behind a policy or the bottom line. You assessed the situation and made a judgement call.

justice

This is what leadership looks like. It looks like a person who is aware of policy and procedures. Who listens to the needs of ALL customers. Who assesses things on a case-by-case basis, makes an “executive” decision and stands by it.

We need more leaders like that.

Policies and procedures have their place, but they’re no match for the human touch. People need to reach out to people and engage with them on a one-to-one basis. As my friend Steve Browne often says, you have to meet people where they are. And sometimes that means breaking policy and doing something that just makes sense.

Lord forbid we do something that makes sense.

We all have something in our handbook that HAS to be there because we think we can’t trust employees and managers to make the right decision in the moment. Sometimes it’s dress code. Sometimes it’s bereavement leave. Imagine a world where we let it slide that an employee is in a pair of jeans because there’s 2 feet of snow out but they still busted their butt to be in the office that day. Or we let an employee take bereavement leave for a dear family friend who was like a parent, but gosh darn it, that relationship isn’t listed as covered in the policy.

So as you go about your day-to-day at work, don’t be so quick to say “no,” or “we aren’t allowed to do that.” Think about the person you’re dealing with – the PERSON – and respond in kind. After all, policies and procedures keep us sane, keep us legal, keep us on the right side of compliance.

But our empathy and adaptability makes us human.

 


Think we need more humanity in the workplace? Join me at the WorkHuman 2016 Conference in Orlando, May 9-11, 2016. To register, go to  and use promo code WH16MF300 for $300 off.  

 

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Don’t like policies? Then control yourself

I’ve worked in HR for a long time, which means I’ve heard pretty much every complaint out there about why people don’t like the human resources department (or personnel, if you’re of a certain age).

While some reasons are downright creative – even colorful – the most common one I hear about is that HR always says no. Or that HR is the “Policy Police.” Or that HR won’t let you do anything.

*sigh*

Listen, people. It’s not HR who isn’t letting you do something. It’s YOU – leaders and employees alike. Actually, let me amend that – it’s US. We all contribute to this issue.

If human beings weren’t so jerky from time to time, we wouldn’t have to have all these stupid rules. If we could act like adults with integrity, we wouldn’t have to worry about nepotism, inappropriate conduct, approval levels, complicated oversight, internet and computer usage, etc. meatdress

But we’re people. So we do stupid things. And we make stupid decisions. And we act like it isn’t our fault. Hence…personnel policy manuals.  We like to be able to point to something and say, “Hey, not our idea. It’s in the policy.” When the tough conversations come up, we like to be able to say, “I didn’t want to, but HR made me.”

This is a total rule of thumb, but I’ve noticed that the thicker the rule book, the more unhealthy the culture. (There are exceptions, but still.) When employees can’t make smart, informed, mature choices, you see more and more of the decision-making taken away and replaced by a policy.

Is that how you roll? Do you WANT to lead that way?

I know I don’t. And I don’t like having to practice HR that way, either. I like to be able to work with leaders and employees to find the best solution for the situation they are currently in. It needs to be legal. It needs to be consistent with previous situations. But we all need the flexibility to make good decisions for the circumstances.

So what’s the answer?

Don’t be a doofus. And tell your peers and employees to not be a doofus. If integrity is a value to you, then LIVE IT, don’t just point to a banner on the wall. Do the right thing, especially when there isn’t a policy telling you what to do.

We all have the power to change the system. Believe me – most HR pros would LOVE to rip up the policy manual and just talk it out.

Help us help you.

 

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A skeptic’s view of happiness at work

The Intro Bit

If you know me, follow me on social media, or just make up a fake backstory about me (please make me a pirate), you probably realize that while I like to laugh and have fun, I’m not a particularly “up” person.

What I mean by that is I am not a Pollyanna who looks on the bright side of things and always believes things are all going to work out. I tend towards realism with a dose of cynicism. (And a side of eyeroll for good measure.)

So when the whole “happiness” thing started hitting the internet, I was skeptical.  It sounded like just another way of talking about work without having to have any data or research behind it beyond a Cosmo quiz. And deep down, I suspected Pharrell had something to do with it.

Therefore, I did what every good skeptic does. I researched it so I could debunk it.

The Sorta Science-y Bit

Here’s the thing – while some of the “science” out there is a little sketchy (or…a LOT sketchy), there is some really compelling evidence that happiness at work makes a difference to the success of an organization. The iOpener Institute has developed a happiness measure and released some findings in the Wall Street Journal – happy employees stay twice as long, are more likely to help their colleagues, are less likely to be absent, and are more efficient. (For more info, read this white paper.)

Basically, happy employees perceive themselves to be more connected to their organization and are therefore more likely to stay on task and are more likely to choose to be engaged at work than non-happy employees.I_want_to_believe5

The Skeptical Bit

While certain research points to some strong correlation between happiness and connection to business, there is no predictive model between happiness and business performance indicators.

Also, happiness sounds suspiciously like “satisfaction” to me – and you can have satisfied employees who are completely happy to do as little as possible at work. In fact, some research even suggests that job satisfaction has a NEGATIVE impact on productivity. So I’m curious to see more about additional research into this area.

The ‘Here’s How to Make it Work’ Bit

While still preliminary, there’s enough out there to point to definite benefits to supporting happiness at work. As leaders and HR professionals, you are in the perfect position to help employees make the choice to be happy, thereby gaining some positive outcomes for the workplace.  As employees, no matter what your role, you have the power to decide about your own happiness at work.

Some things to keep in mind as you embark on the journey to Work Happyland:

  • Happiness is unique to each person: One of the reasons a predictive model is so hard to find is because “happy” means different things to different people. Watching this video of a tiny horse trotting makes me ridiculously happy. Other people prefer NASCAR. So you have to be willing to adapt to the needs of your team and organization.
  • The pressure to be happy can bum you out: One psychological experiment reported by the Harvard Business Review suggests that the increased expectation of employees to build an “upbeat” workplace can lead to resentment – having the opposite effect on the workplace. Don’t force your people to smile all the time. Create environments where happiness can happen organically.
  • Sometimes, it’s okay to work angry: Some people are more focused, able to detect deception, and negotiate WAY better when they have a little edge. Keep in mind that sometimes happiness can hurt productivity and quality, so don’t be worried if someone isn’t giddy all the time.
  • Help folks set boundaries: We continue to blend work and life more and more – and it’s stressing people out. By making it okay for your employees to leave home at home and work at work, you give them permission to save their best selves for when they need it most.

The research in this area is still emerging, so I am keeping my eyes and ears open as we learn more about happiness at work. I also reserve my right to roll my eyes every now and then if you try to tell me it’s a standalone metric, or if you try to be all obnoxious about it.

On the other hand, my inner skeptic wants to be believe. After all, we spend A LOT of time at work. So why not at least try to make it a happy place to be?


 

Want to join me in learning more about happiness and other good stuff in the workplace? Come to the WorkHuman 2016 Conference in Orlando, May 9-11, 2016. To register, go to  and use promo code WH16MF300 for $300 off.  THAT should make you happy!

 

 

 

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