Does Empathy Belong in the Workplace?

You better believed it.

Empathy is defined as the ability to understand and share the feelings of another. Research has found that empathy can help increase trust and, in my opinion, trust is the lifeline for teams. What’s more, according to empathy experts, we can harness empathy to increase productivity.

We have all experienced the frustration of a team member not completing his or her assigned duties. In these cases, it is typical to assume a team member does not care about the work or is disengaged. However, what if that is not the reason? What if there is a family or life scenario that is causing deadlines to be missed?

The natural outcome of a missed deadline is harsher scrutiny on the employee. A varied approach suggests that there is value in seeking to understand what is occurring in a person’s personal life. It is possible a less favorable situation is being faced, and that provides an opportunity for other team members to assume additional responsibility (within reason and for an agreed upon time). The goal here is not to make excuses for anyone; it is to encourage the team to function as a team – allowing the team member who is undergoing difficulty an opportunity to be transparent. [Have you ever noticed how quick we are to point fingers? Rewriting this narrative may be challenging, but it yields powerful outcomes.]

To this point, a manager has the opportunity to commence an empathetic cycle by putting the feedback loop in motion. The first step is to inquire. It is common employees who are underperforming know that they are and are fearful of discussing the topic. Posing the question, “How are things going for you?” may present a moment of candor – opening the lines of communication, rather than assuming a person is actively trying to underperform.

Human behavior can be very predictable; when someone pushes, the natural response is to push back. But, when a manager demonstrates care for employees – dedicating time and energy to understand perspectives or challenging scenarios – it deescalates situations that could otherwise have been time exhaustive. Employees pick up on the ability for a manager to extend care and empathy, which, in return, generates higher functioning teams, saves on lost productivity, and enables incomparable trust.

Is there a need for increased empathy in your place of work? Contact me.

First published on LinkedIn.

Culture Styles in the Workplace

This week we address cultural styles as well as the advantages and disadvantages of each. In previous weeks we discussed (1) how leadership influences culture and the foundational elements or assumptions about culture and (2) the dimensions of culture – including people interactions and response to change.

Under this framework, it is clear culture is multifaceted. Often leaders understand that culture is comprised of behaviors, environment, ethical constructs, cliques, mores, and the like. And, when a leader is tuned into the culture, it is not atypical to identify areas that need to be changed or adjusted. Below are eight cultural styles identified by Harvard Business Review (HBR). Each includes a brief description as well as correlating advantages or disadvantages.

To consider: With what style does your organization align? What areas could your organization benefit from adopting?

*A = Advantages
*D = Disadvantages

A Culture of Caring:

Unsurprisingly, Caring cultures are defined by being relationally focused. Behaviors of this culture are rooted in sincere connection and are associated with warmth and support.

A: Engagement is high, as is trust
D: Slowed decision making

A Culture of Purpose:

Does your organization offer, and abide by, explicitly clear direction? Then it likely functions under a Purpose culture construct. The aim is to achieve ideal outcomes.

A: Social importance increases, e.g., diversity or corporate social responsibility
D: Idealism may hinder addressing immediate concerns

A Culture of Learning:

This cultural undertone would easily fall under the interdependent dimension of culture that is tolerant to change. Learning cultures encourage innovation and exploration.

A: Organizational learning yields invention
D: May not capitalize on current competitive advantages (always looking for the next opportunity)

A Culture of Enjoyment:

The foundational elements of Enjoyment revolve around joy and play. HBR recognizes this construct as fun-loving. Although I do not see this culture often, we would be wise to adopt some of its attributes (due to the observed advantages).

A: Engagement is high, as is creativity
D: Playfulness may yield minimal discipline

A Culture of Results:

Unlike its Learning cultural brother, a Results culture is goal focused and achievement oriented. Under the cultural dimensions, you will see Results align with independent frameworks where competition and autonomy are valued.

A: Goal achievement and execution increases
D: Collaboration suffers and work/life stress increases

A Culture of Authority:

As the Authority term is defined – it is bold and dominant. There is little room for indecisiveness and sensitivity is not valued.

A: Speed to decision-making
D: Toxicity is common, e.g., feeling of unsafety/unease

 A Culture of Safety:

Just as children thrive with schedules and structure, stability can bring people comfort. A Safety culture is always prepared and looks to be rational and realistic.

A: Adequate risk management and stable environment
D: Formal approach may fuel bureaucratic processes, leading to inefficiency

A Culture of Order:

Similar to the philosophical notion of deontological ethics, rules are the guide under a culture of Order. Rules are referenced above all else, but value is also placed on respect and cooperation.

A: Reduced conflict with an improvement in operational effectiveness
D: Rules or constructs may lead to group-think and reduce individualization, affecting (decreased) creativity.

Like most conceptual frameworks, the benefit in understanding nuances is to discover reality, recognize opportunity, and take steps to adopt necessary change. When you reach this point, and need tactical steps to achieve a shift in cultural outcome, contact me.

HBR analyzed organizations, executives, and employees alike to develop a model to identify cultural and individual leadership styles. The eight characteristics above are pulled from HBR’s research; these characteristics are mapped along a grid, aligning with two dimensions as discussed last week: people interaction and response to change. For the full report and further detail, should you find this data collection useful, feel free to reach out and I will gladly send it along.

Virtual Teams: Explained.

Virtual teams will soon simply be called “teams.” Yet, and unfortunately, the extent to which virtual teams are utilized in corporations has exceeded the research done on the topic. Virtual teams consist of an interconnected group – this interconnectivity comprises shared goals or expected outputs from organizations. Virtual teams are dispersed throughout the nation, or world, and this trend is increasing as globalization continues to prosper. RW CultureWizard (2016) completed a survey consisting of 1372 business respondents from 80 countries; 85 percent of the participants worked on virtual teams. 85 percent! The extent to which virtual teams are prevalent points to the necessity of continued support for managers, and employees alike, under this virtual framework.

I recently spoke with a peer who was promoted several months ago. She shared with me her new manager is unaccustomed to managing from afar. In fact, the notion of managing a virtual team member is as foreign to him as the German language is to me. This points to the reality that managers who are being asked to manage virtually need just as much advice and/or coaching as the team members who are virtual. 

There are a lot of benefits of virtual teams. Geographic variation can contribute to less time in transit for client travel (think of territory allocation), diversity in teams increases creativity and problem solving (interested in the literature?), and productivity can increase due to time zone variation.

But, I would be remiss if I did not mention the disadvantages. Team engagement can suffer as a result of less frequent communication, disjointed (non-media-rich) narratives, damaged trust due to miscommunication, confused staff responsibility, minimal empowerment, and managerial-staff conflict.

At the root of it all? Communication. If you have been managing a virtual team, take a moment to reflect with me. What cadences do you have in place to communicate with each team member? What is the frequency? What process ensures communication among team members (needed for camaraderie and collaboration)? Now, what is the intent of those meetings? Is each and every conversation goal-oriented and work-specific? Or do you work diligently to incorporate the development of “human stuff” -- AKA interpersonal relations?

Each and every team is different; thus, I cannot say the issues you face are going to have a similar resolution as another group. What I can say is this: even researchers are busy getting to the theoretical undertones of what makes a virtual team effective. Do not despair, there are plenty of tried and true ways to work in a virtual environment. A couple of my favorites include (a) leveraging technology wisely, (b) putting your people first, and (c) understanding the necessity of unifying your team.

The best approach to understand what challenges you face require gathering information – this is true for both virtual and non-virtual teams. Knowing where you are – comprehending challenges, opportunities, and perception — will give you significant insight into blind spots, areas for improvement, and empathy for the challenges virtual team members face.

An area research has identified to be relevant for virtual management is the behavioral profiles of those who lead virtual teams. Since these managers must counteract the absence of a face-to-face dynamic, his or her ability to be even more engaged (and engaging) becomes front and center. The ability to facilitate member engagement, appreciate cultural diversity, and build trust, are paramount. Remember, media-richness is not on your side. Utilize tools that are the next best thing e.g., video chat and group discussion forums. If this is all too new, let’s come up with a plan. If you are facing some challenges within your virtual team, we can tackle one at a time to verify team alignment and maintain accomplishment.  

Hacks to Increasing Team Effectiveness

Effective teams lead to greater productivity, better use of resources, sophisticated problem solving, and an increase in innovative ideas or creativity. Then, why is it, we struggle to craft these invaluable cohorts?

As you prepare for the New Year, consider the following to help you reset the stage for managing your team.  

Clarity in Goals.
I know, I keep coming back to this (but it’s essential!). Removing ambiguity and providing clarity is very powerful in management. To that point, team goals need to be just as clear. Why? First off, team members can tell whether performance objectives have been attained. Second, without clear team goals, several obstacles are likely to get in the way. These include (a) team members setting their own goals that may be in opposition to what the team needs to accomplish (b) personal agendas may get in the way of identified targets, (c) power issues can and will contribute to personality conflict and dilute time allocation.

Vague tasks leave team members questioning the details and unsure about the overall necessity of what they’re aiming to achieve. A compelling and shared purpose not only motivates team members, but it also requires full engagement of their talents.   

Competency.
It seems logical, but team members need to be made up of the right types of people. Technical aptitude cannot be replaced – each person needs to possess the right level of competency to achieve team goals. Further, members also need interpersonal and teamwork skills. A common mistake (and this goes back to clarity): an assumption is made that people have the technical and/or interpersonal skills to be effective in their assigned roles. Team leads need to not only set expectations about technical and interpersonal capability but must identify the normalcy and helpfulness in continued education. If a team member is underperforming in one of the areas above, he or she needs further direction. Make sure they understand why they need it and come up with a plan to help them get it.

Collaborative Climate.
A collaborative climate may seem like a no-brainer. If you want a capable team – you need to have collaboration. What allows a collaborative environment?

1. A space that allows for healthy but respectful debate

2. Active listening skills

3. Empathy

4. Honesty

Each team member has their uniqueness; they bring with them different perspectives, opinions, and expertise. It’s about channeling differences to ensure discussion. Team members must take ownership of wanting a collaborative environment. If collaboration is failing, it’s a two-prong failure. 1) The team needs to coordinate their individual contributions and look to items 1-4 to achieve improvement. 2) Effective team leaders can facilitate a collaborate climate by managing their own need to control, ensuring a safe space for communication, and guiding the team into this problem-solving framework by also integrating items 1-4 into group dynamics and expectations. [This framework is correlated to the need for clear norms of conduct: how are people expected to behave?]

Support and Recognition.
As discussed, a clear goal is needed to ensure accomplishment. But once accomplishment is reached, what then? New goals can be crafted and implemented, but too, recognition of success needs to take place. Take note: if the team is truly functioning as a team – team performance and accomplishment should be recognized and rewarded, not individual performance; this can cause a divide among team members.

Additionally, a widespread mistake is to assign challenging feats, but not provide adequate support to accomplish assignments. Researchers Hyatt and Ruddy found that having systems in place to support teams e.g., clear direction, data, resources, rewards, and training, enables teams to be more effective and achieve goals.

Principled Leadership.
It is up to the team leader to implement programming that supports the collective. If you’re a team leader and you are realizing the number of goals set for your team may be overwhelming, look to see what can be removed, clarified, and reintroduced to the team. Further, if you are concerned about competency, look to your leadership to ensure resources will be provided to help your cohort succeed. Ultimately, it’s up to you to create an environment that is collaborative. If you’re struggling on how to implement changes, approach the people you report to, or are generally unsure about some challenges, let’s schedule a time to speak.   

As we enter the holidays, I am going to take a several-week break. I look forward to sharing leadership and management recommendations as well as proven tactics for improvement when I return in 2019!