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Preserving Your Employee Experience During The Crazy

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Covid-19 / coronavirus. Brainstorming / sharing session on how companies are responding. From RedThread Research

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Preserving Your Employee Experience During The Crazy

  1. 1. Copyright RedThread Research, 2020. Preserving Your Employee Experience During the Crazy Stacia Garr & Dani Johnson Co-founders & Principal Analysts RedThread Research Photo by Greg Rakozy on Unsplash Stacia Garr, Co-founder & Principal Analyst Priyanka Mehrotra, Research Lead RedThread Research Preserving Your Employee Experience During The Crazy Photo by Pedro Velasco on Unsplash In the chat, please let us know the questions/topics you most want to discuss today
  2. 2. Copyright RedThread Research, 2020. How we help : • Research • Advisory • Events / Education www.redthreadresearch.com What we do: We’re a human capital research and advisory firm focused on the practices and technologies of: • Learning & career • Performance • Employee experience • Diversity and inclusion • People analytics Stacia Garr Co-founder, Principal Analyst @staciagarr stacia@redthreadresearch.com Priyanka Mehrotra Research Lead priyanka@redthreadresearch.com
  3. 3. Copyright RedThread Research, 2020. Housekeeping • We are coming together to learn and exchange ideas: • Do make it a safe space • Do share your ideas • Don’t attach names to ideas shared here • Don’t sell Photo by Brina Blum on UnsplashPhoto by pan xiaozhen on Unsplash Housekeeping: Copyright RedThread Research, 2020. • Make it a safe space • Share your ideas • Don’t attach names to ideas shared here • Raise a hand to speak • Unmute yourself • Feel free to discuss topics in the chat
  4. 4. Copyright RedThread Research, 2020. Poll
  5. 5. Copyright RedThread Research, 2020. Our Conversation • Review the four levers of employee experience • Discuss what you are doing now • Brainstorm what you can do later • Next Steps Photo by Nathan Dumlao on Unsplash @RedThreadRe
  6. 6. Copyright RedThread Research, 2020. The Four Levers of Employee Experience @RedThreadRe Copyright RedThread Research, 2020.
  7. 7. Copyright RedThread Research, 2020. Employee Experience Employees’collective perceptions of their ongoing interactions with the organization. Source: RedThread Research, 2019.Copyright RedThread Research, 2020. @RedThreadRe
  8. 8. Copyright RedThread Research, 2020. Our Research: How should organizations create a compelling, delighting, and sustainable employee experience? Photo by Spenser Sembrat on Unsplash Copyright RedThread Research, 2020. @RedThreadRe
  9. 9. Copyright RedThread Research, 2020. The Four Levers of Employee Experience Articulated Accountability Supportive Culture Aligned Measurement Clear Philosophy Source: RedThread Research, 2019. @RedThreadRe
  10. 10. Copyright RedThread Research, 2020. How does your organization’s approach to employee experience influence what you are doing today? @RedThreadRe Clear Philosophy
  11. 11. Copyright RedThread Research, 2020. How does your organization’s approach to employee experience influence what you are doing today? @RedThreadRe Clear Philosophy • Culture, learning culture, improving that to support the experience. Importance of development. New platform launched with Degreed. Literally launched this week. Taking into play with messaging. Great time to explore and work on the topics around health, wellness, mindfulness, working from home. All top picks when go into Degreed. • Engagement / belonging. Mini-communities on Slack channels. Created WFH series. Working well. Separate WFH social calendar. Virtual dance classes, workout classes. Gotten community to engage, and be leaders. Virtual breakfast program. Had this before. But smaller intimate groups and feel more involved and connected. Remote birthday celebrations. Global company. Trying to structure out, figuring out who is in charge of what. Already started weekly challenges, locally and the rest. Still trying to structure out. Have been leveraging Swirl, Donut, and others. • 8 pillars of culture. Been allowing people to contribute to different places in the world. Giving in own backyard and can contribute to fund that helps individuals and family. Customer obsession is one. Asked people to video tape updates of what doing to share best practices
  12. 12. Copyright RedThread Research, 2020. How does your organization’s approach to employee experience influence what you are doing today? @RedThreadRe Clear Philosophy • 8 pillars of culture. Been allowing people to contribute to different places in the world. Giving in own backyard and can contribute to fund that helps individuals and family. Customer obsession is one. Asked people to video tape updates of what doing to share best practices – how keeping business going though working remotely. All video. Team that has curated content into some categories. Some for leaders, managing remote workforce. Some around policy updates, how handling leaves (paid vs. unpaid), helping support those at home, etc. Tech tools and how to be more productive. Intranet and links on how to share what doing – help folks understand how to work most effectively. Virtual yoga classes and other things around employee wellness. Global virtual town hall. Had CEO and president and head of corporate commm talking about what doing to keep the business going and what to do to take care of people. Make sure everyone knows they are being cared for. One Global Team, Accountable and Empowered. Tie back explicitly.
  13. 13. Copyright RedThread Research, 2020. How does your organization’s approach to employee experience influence what you are doing today? @RedThreadRe Clear Philosophy • Global consulting firm. Rebrand – reintroducing to the world that is brighter. Optimistic view they take of challenges. Taken to addressing approach to this moment, with this in mind. Trying to be positive in everything they do, language and supports, etc. Leaders, from top down… executing a series of virtual get togethers, where all checking on one another. Start with how everyone is doing – working hard to keep everyone focused on fact can work remotely, so very lucky. Have challenges, but want to make sure folks feel comfortable and safe to talk about their situation. Virtual happy hour. Every day.
  14. 14. Copyright RedThread Research, 2020. Supportive Culture Behaviors in Employee Experience Cultures @RedThreadRe What are you doing in these areas as you adjust to this new reality? Source: RedThread Research, 2019.
  15. 15. Copyright RedThread Research, 2020. Supportive Culture Behaviors in Employee Experience Cultures @RedThreadRe • Ability to get alignment internally. He’s part of coronavirus task force. People, rightly so, were jumping on to do things quickly. Were doing what is expected of leaders. Taskforce has been able to filter and turn into familiar, scalable, and supportive task forces. Entire company has come together to align on how to communicate, what materials will look like, what will communicate externally vs not, etc. Parts of the company will share and allowed for adoption broadly. • Business organized around health, wealth, and career. Have a significant number of MDs. Partner knows a lot about this terrain, so she is leading it. Mix of researchers like him, marketers who have responsibility for creating collateral (comms), rotate in BU managers, etc. Will bring in geo head when necessary. Source: RedThread Research, 2019.
  16. 16. Copyright RedThread Research, 2020. Supportive Culture Behaviors in Employee Experience Cultures @RedThreadRe • Qualtrics – some clients as they have used to remote working environments. Used as a way to reinforce cultural values. Recognize sub-cultures exist based on geo, office cultures, etc. Different than stated core values of the org. Now that the tribes are breaking up – using it as an opportunity to get everyone on the same page again. Interesting way to think about it. Get folks aligned. • Yes, others are sending out surveys. Wanting to know: • Wet up to be productive / success – right tech and other logistics. • Connected to manager and teams? • How are folks doing emotionally and being removed? • What’s working and not working • Trying to keep brief; do have some demographic questions. Pulse survey to understand what’s working and not. Source: RedThread Research, 2019.
  17. 17. Copyright RedThread Research, 2020. Supportive Culture Behaviors in Employee Experience Cultures @RedThreadRe • Qualtrics: Agree. Few trends: • Can people be productive • Safe / feel they can deliver to customers • Have PPE need? If not, what need? • Hypothesis: People’s concerns are lower on hierarchy of needs. So focusing on those. • Can people do what they need to do? How much more effort do they need to do it? For example, VPN – harder. Which work tasks become harder. What emotions does that create. Success, effort, and emotion. What tasks do people have to do now and harder to do. • Using language around certainty, autonomy, and relatedness. Trying to make explicit anything that might be implicit. Probably implicit that means set your hours if you can. Rather than leaving that hanging out there, being very clear about this. Create some element of control. Doing some things that allow for connection. Last few weeks, network has exploded – opportunity to have different types of conversations. Part of this large global org in ways weren’t before. Source: RedThread Research, 2019.
  18. 18. Copyright RedThread Research, 2020. Supportive Culture Behaviors in Employee Experience Cultures @RedThreadRe • Global question: • Difference is where they are in experience dealing with this. Asia colleagues have been at it from the start. In a different place emotionally. Not sure it is cultural. Natural grieving curve in experience. • More similar in values than different – how translate in terms of how we integrate / learn from each other. • Independence Day opportunity. • Feedback from employees: 20-29 year olds taking it the hardest. One customer called those employees to better understand. Source: RedThread Research, 2019.
  19. 19. Copyright RedThread Research, 2020. @RedThreadRe Articulated Accountability Who is accountable for employee experience now? Has this evolved in the last few weeks? • Pushing out responsibilities to all managers. Everyone should be engaging with teams in a personalized and targeted team. Clear on expectations and interactions. Collectively passing ownership down. Everyone should be accountable. • Daily communications. One for leaders, one for employees. Available for everyone to see. Expect employees to also hold employees accountable. • Everyone is taking responsibility and ownership. How connect and hold each other accountable is harder. Creating an opportunity to connect, so many folks feel like their productivity has skyrocketed. Disrupting previous communication patterns, so connecting more. Get so busy that we don’t do it. A bit of a bright spot. • Distributing of responsibility. Mutuality starting to see being evidenced in orgs of all sizes. Some of it may be the result of demographic changes. May want something different, but benefiting everyone. Can’t control everything from the center – need to trust people hired to build on the culture and make it come to life in ways couldn’t imagine. Interesting moment.
  20. 20. Copyright RedThread Research, 2020. @RedThreadRe Articulated Accountability How are you measuring your organization’s response? How is that different from what you generally do? Aligned Measurement • Too soon and too fresh to know how have done it. Watching trend lines – but hard to wrap specific success metrics around it. • Trying to learn from those further down the curve. Asked folks to share what they’ve done. Sent back procedures for what doing for coming back into the workplace. Also finding out how people are responding in lock-down situations. Might be heading more toward a mandatory WFH as in California. • Seeing two schools of thought. One: formally measure. Create a core metric that they are tracking consistently over the response. Two: Don’t care about the metric. Care about what people feel so can respond JIT. Find the latter approach to be far more productive. Some of the clients so focused on the metric they lose sight of what the core purpose is. Been very impressed with the orgs that don’t care about that. Focus on doing that.
  21. 21. Copyright RedThread Research, 2020. @RedThreadRe Articulated Accountability How are you measuring your organization’s response? How is that different from what you generally do? Aligned Measurement • How responding? Giving direct managers live views into comments / what is trending. Getting insights into hands of lower-level leaders in the company. Resources on how to use it productively. Others setting up routing on the backend, so if employees say something about safety, it gets immediately routed to the taskforce focused on safety. • A lot more huddles and quickly getting to give actionable insights into the concerns coming up in real time. Every day because quickly gathering, there is some distribution of content happening. Have daily communications responding to some of the concerns coming out in real-time sentiment. A lot of FAQs.
  22. 22. Copyright RedThread Research, 2020. The Four Levers of Employee Experience Articulated Accountability Supportive Culture Aligned Measurement Clear Philosophy Source: RedThread Research, 2019. @RedThreadRe
  23. 23. Copyright RedThread Research, 2020. What’s the one thing you will take away? • Learning from others ahead on the curve (e.g., Asia) • Employee segmentation for how people are responding • Good time to experiment and test • Shared accountability from senior leadership to the front line – how to iterate on how doing this. Table is being set to do some innovative stuff. Not just strategy at senior leadership – tough choices. Let’s all get on board to make them.
  24. 24. Copyright RedThread Research, 2020. Next Steps • RedThread will send recording and deck • RedThread will write a summary • No individual name / organization attribution • We want to give you credit without individual names attributed to comments; let us know if this is a concern • You can download the original report Scan this! https://redthreadresearch.com/2019/10/09/ex/
  25. 25. Copyright RedThread Research, 2020. How we help : • Research • Advisory • Events / Education What we do: We’re a human capital research and advisory firm focused on the practices and technologies of: • Learning & career • Performance • Employee experience • Diversity and inclusion • People analytics Stacia Garr Co-founder, Principal Analyst @staciagarr stacia@redthreadresearch.com Thank You & Reach Out www.redthreadresearch.com Priyanka Mehrotra Research Lead priyanka@redthreadresearch.com

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