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Many company leaders say they instill their own “golden rules” at work and strive to make those rules stick. They’re gratified when they see their employees follow those rules in the workplace—often when wise guidance is most needed.Here are some of their stories.”Who’s got the monkey?” Rick Eberly, CEO of Chembio Diagnostics Inc., headquartered in Hauppauge, N.Y., says his favorite golden rule is about accountability.”My favorite golden rule for … management comes from the best-read Harvard Business Review article, first printed in 1974, called ‘Who’s Got the Monkey?’ ” Eberly said. “In fact, it is one of two of HBR’s top reprints ever.”Eberly worked for the CEO of a public company in the health care market for over 20 years, and the CEO drilled the “monkey” concept into his managers. “The bottom line is, don’t bring your problems to your boss with no proposed solutions or, in essence, [don’t put] the monkey on your boss’s back,” he explained. “This leads to successful delegation, transparency and accountability throughout an organization.”Once leaders understand that they are accountable for solving problems and improving the operation, it cascades throughout the organization. “That leads to quicker solutions being executed across areas in the business,” Eberly said.There’s no traffic jam on the extra mile. The best golden rules are applied consistently, said Charles J. Read, president and CEO at Custom Payroll Associates Inc. in Lewisville, Texas. “The rule should be followed almost every time,” he said. “There can be rare exceptions.”That goes for Read’s favorite golden rule: There is no traffic jam on the extra mile.”Many companies and company [managers] won’t go further than the required minimum,” he said. “In business, always go further in taking care of people, clients or employees. [That] means bending over backward to help make our clients’ lives as easy as possible. We’re always trying to find better and simpler ways to prevent and solve problems and to make the routine even simpler.” All tasks are our tasks. To Phillip Lew, CEO of C9 Staff, a remote staffing solutions company based in Seattle, a golden rule is any belief or practice that gets the job done according to standards and as quickly as possible. Additionally, it must bolster a positive working atmosphere.Lew’s favorite rule: “All tasks are our tasks.” “It’s a golden rule I want company managers to prioritize,” Lew said. “Instead of saying, ‘Here’s a task. You have until the end of the week to complete it,’ a good manager should say, ‘Here’s a task. Study it. Before the day ends, I want you to get back to me and tell me how I can help you complete this task by the end of the week.'”This way, the chance of getting the task done to standards is greater [and you avoid the risk of] having to redo the entire thing if it’s done incorrectly,” he said.Act on suggestions from your team. Stephen Roe, founder and head of digital strategy at Mexico-based Grow Atom, an SEO agency that counts Salesforce and AT&T …
It’s confirmed: Many employees hate performance reviews. At the recent SHRM Annual Conference & Expo 2021, attendees learned that, upon receiving the annual performance review, 18 percent of women reported crying, while 25 percent of men reported doing so. Thirty-four percent of Millennials said the annual review has driven them to tears. Another interesting statistic: 57 percent of individuals surveyed reported that the annual review made them feel they were in competition with co-workers. This research was shared by speakers Jennifer Currence, SHRM-SCP, CEO of WithIN Leadership, and Art Jackson, president of Eagle’s Nest Performance Management, in a panel discussion moderated by Tony Lee, vice president of content for SHRM.Currence and Jackson noted that the traditional annual review tends to promote favoritism, inconsistency, abrupt swing between leniency and severity, and recency bias (which happens when reviewers judge an employee’s most recent performance and apply it to the whole year. For example, Employee A has a lousy year with a great finish whereas Employee B has a great year with a lousy finish. Who gets the higher rating?). Another problem with the annual review is it tends to increase fear of confrontation, which results in avoidance. This produces silence when communication is most needed.With this data, information and experience, it’s not surprising the speakers’ strong recommendation regarding the annual review was simple: Get rid of it!This doesn’t mean eliminating performance feedback. Employees still want to know how they’re doing. Unclear job expectations are the No. 1 cause of workplace stress, Currence and Jackson said. They shared several things that can be done to replace the annual review:Initiate more frequent conversations about performance.Adopt a less cumbersome and more welcoming approach.Separate the review from any discussion of compensation.Train managers on coaching techniques to help them get away from being the traditional “boss.”Include 360-degree feedback. In addition, managers should be trained on how to give objective feedback, not subjective feedback. Subjective: “You don’t seem to be doing as well as your co-workers.” Objective: “Here’s what I’m observing regarding results on your individual performance plan.” Subjective: “You’ve got a lot of potential that needs developing.” Objective: “Here’s how you could increase your contribution toward achievement of our organization’s strategic plan.” Currence stressed the value of forward-focused discussions. Instead of rehashing criticism of past or current failures, managers should ask questions such as, “What do you think?” Develop the habit of replacing a declarative statement by starting with “what” or “how” to elicit more powerful responses.Jackson also encouraged abandoning the widespread 1-to-5 rating scheme, noting that most managers will default to the just-above-average and not-too-harsh 3.5 rating. Instead, he recommends using a 4-point scale that provides a little more information to the recipient.As a guide for these more-frequent performance-related discussions, the speakers recommended five actions:Set performance expectations.Establish accountability.Focus on mission priorities.Seek to develop team members. Solicit feedback and document the discussion. Currence and Jackson prefer to call these discussions “check-ins” rather than “performance reviews.” In terms of frequency, Jackson suggested one check-in per month. An alternative suggestion was …
Continue reading …For many, the return-to-work movement feels like a disconnect. It suggests that we’ve all slacked off the past 18 months and now it’s time to get back to work. In reality, the workforce has added 48 minutes to the workday and increased the number of meetings by 24 percent during the pandemic, according to researchers at the Harvard Business School. In addition, 70 percent of employees claim to now work on weekends.As employers push to get everyone back together in a physical office, employees are becoming increasingly anxious. Most wonder, what does a “new normal” actually look like? For companies attempting to put the toothpaste back in the tube, they’re in for a rude awakening as employees are making their feelings known by jumping ship to companies that embrace workplace flexibility. Unfortunately, the gap between what employers want and what their employees seek has widened significantly since COVID-19 first emerged. A Microsoft survey of 30,000 global employees found that 41 percent are planning to quit or change jobs in the next six months. The data found rampant levels of burnout, with 54 percent of workers claiming they feel “overworked” and 39 percent saying they are “exhausted.” Despite these findings, the same survey found that 61 percent of leaders claim their people are “thriving.”Not surprisingly, employee retention has fallen significantly as the “resignation tsunami” flows through employers large and small. Nearly 30 percent of U.S. workers are actively job hunting, according to SHRM research, which also found that four out of five business leaders report it is taking two to three times longer to fill a position than in past years. So how can leaders ensure attrition doesn’t become the most serious consequence to their business after nearly two years of leading through the pandemic? Exercise Empathetic Curiosity In The Surprising Power of Simply Asking Coworkers How They’re Doing, author Karyn Twaronite, global diversity and inclusiveness officer at EY, the multinational professional services and accounting network headquartered in London, suggested that “when people feel like they belong at work, they are more productive, motivated, engaged and 3.5 times more likely to contribute to their fullest potential.”In her research, Twaronite found that 39 percent of respondents feel the greatest sense of belonging when their colleagues check in with them, both personally and professionally. On the flipside, she found out which tactics didn’t yield the same results. For example, face time with senior leadership that wasn’t personal, being invited to big or external events or presentations by senior leaders, and being copied on e-mails from company leaders didn’t make anyone feel any more connected.To practice active listening—a tenet of empathetic leadership—senior managers need to dig deeper. A survey of 2,000 people in the U.K. found that the average person says, “I’m fine” an average of 14 times per week, but only meant it 19 percent of the time. And right now, people aren’t fine. Recent research examined well-being and burnout during the pandemic across 46 different countries. The survey showed 85 percent of …
Continue reading …Promotions can be tricky to manage. They are exhilarating for the person who moves up, but potentially devastating for the person who is passed over. How can you best handle the fallout? What should you avoid doing?Imagine these scenarios:Scenario #1. Jane and Jim apply for a promotion in their department. Jane gets it. Scenario #2. Jane and Jim apply for a promotion in their department. The position is given to an external candidate. Scenario #3 (contributed by Pamela McGee, SHRM-CP, VP of Human Resources, The Father’s Table). Jane and Jim apply for a promotion in their department. The position is given to a new hire who started at the company within last six months.While these are all common occurrences, they are also breeding grounds for resentment, disengagement and turnover. In my career, I have witnessed these scenarios many times. Typically, little more is said to the person passed over for the promotion other than “You didn’t get it.” The event only gets attention when the person subsequently performs poorly and faces disciplinary action, or during that person’s exit interview.Missing out on a promotion doesn’t have to mean the employee will strike out or quit. Employers can and should manage this situation in a more effective way. Elsewhere I’ve written about the law of employee speculation: When employees don’t know the facts, they will speculate about what the truth may be. And that speculation is invariably worse than reality.Tell Employees Why They Were Passed OverEmployees passed over for promotion need to know: a) why, b) that they’re still valued, and c) what they can do to improve their chances for future promotion.”Whenever possible,” said Colleen J. McManus, SHRM-SCP, senior HR executive with the state of Arizona, “I encourage hiring authorities to be specific about the qualifications, experience, and/or certification(s) of the selected candidate when promotions or new hires are announced. Often, this information helps less-qualified internal applicants understand why the selection decision was made.” McGee of the Father’s Table, a dessert manufacturer in Sanford, Fla., said leaders should ensure their direct reports have been following an individual development plan or having ongoing performance management discussions “with appropriate guidance of their strengths and weaknesses. These types of interactions will provide them with an understanding why they were not prepared for this promotion; thus, they should not be surprised about the new hire with less than six months [experience] being promoted ahead of them.”When applicants are fairly evenly matched in terms of qualifications but one outperforms the other in the interview, the hiring decision-maker could address the selected candidate’s strength in the interview process. McManus provided an example: “The announcement of Jane’s hire could include something like ‘Jane brought work samples to the interview that clearly demonstrated the scope of the larger-scale projects on which she has worked.’ If Jim and other internal applicants didn’t think to bring work samples or discuss larger-scale projects during their interviews, they might better understand how Jane emerged the stronger candidate.”To manage expectations and avoid disengagement around …
Continue reading …An employer’s termination of an employee for violating policy after receiving prior discipline was enough to establish a legitimate nondiscriminatory reason for discharge, according to the 8th U.S. Circuit Court of Appeals.The plaintiff worked as a private fleet safety manager for the employer in Iowa. In January 2016, the plaintiff was issued a third written warning after he disclosed an employee’s medical condition during a training session. This meant the plaintiff could be fired if disciplined again. About one year later, the plaintiff violated the employer’s hazardous materials endorsement (HME) policy when he allowed a driver to continue working for 30 days after failing to obtain an HME without informing the employer. The employer gave the plaintiff the option to resign or be dismissed. The plaintiff resigned. He then sued the employer under Iowa law, alleging age discrimination.The plaintiff presented no direct evidence of discrimination, and the district court granted summary judgment to the employer. On appeal, the plaintiff argued that the employer’s reason for terminating his employment—violating the HME policy after receiving a third written warning—was a pretext for discrimination. The plaintiff argued that his former supervisor made disparaging comments about older individuals, but the former supervisor was not involved in the decision to terminate the plaintiff’s employment and the comments the plaintiff identified took place months before his termination. The 8th Circuit also dispensed with the plaintiff’s argument that his positive performance history did not warrant termination because the plaintiff’s performance had not been exclusively positive and the employer relied on his recent infractions. The plaintiff was unable to show that similarly situated employees were not disciplined for violating the HME policy.The appeals court also found the plaintiff’s statistical evidence insufficient. The plaintiff showed that most safety managers who had been recently fired by the employer were over 40, but he did not provide the contextual information necessary to show discriminatory intent.The employer’s consistent and supported explanation that the plaintiff was terminated for violating the HME policy after receiving a third written warning was sufficient to overcome the plaintiff’s general arguments that the employer had terminated him for discriminatory reasons. The 8th Circuit found that no reasonable juror could find the employer’s reason for termination was a pretext for discrimination.Gardner v. Wal-Mart Stores Inc., 8th Cir., No. 20-1831 (June 23, 2021).Professional Pointer: Employers should use clear and consistent factual explanations when terminating employees. When an employer documents performance issues appropriately and consistently, a former employee will need more than generalized statements to successfully prosecute a lawsuit against the employer.John T. Ellis is an attorney with Ufberg & Associates, LLP, the Worklaw® Network member firm in Scranton, Pa. …
Continue reading …Do you routinely work late into the night or early into the morning to finish an assignment that is not part of your regular workload? Are you the one who always jumps in when something is needed despite the work piling up on your own desk? Does work take priority over vacations, weekends, family?You might be a work martyr—habitually sacrificing your own needs for the needs of your organization. And that’s not healthy.The result: slow burnout, said Juliette McClendon, Ph.D., director of medical affairs at Big Health in San Francisco.”Oftentimes [these] individuals put work first above themselves, above family responsibilities; working and working and not attending to [their] own physical and mental health needs,” she said. “[They] pick up extra projects they really don’t have time for to prove themselves to the company or show their commitment.”The COVID-19 pandemic—with people working from home—can perpetuate this martyrdom.”It makes it a little easier to work more. You don’t leave your office and go home. You can just stay in your house and keep working late hours. For many people, [the pandemic] has worsened some of that work martyrdom.”Research has found remote employees are working longer, spending time in more meetings and having more communication channels to keep up with during the pandemic, SHRM Online reported in December 2020. Last year, people who mainly, occasionally or recently worked from home clocked in about six hours of unpaid overtime a week—almost double the 3.6 hours of those who never worked remotely, according to an April 2021 Business Insider news report.Work martyrdom was “pretty strong” in the pandemic’s early days as, concerned about their jobs and their organization, employees put in long hours, said psychologist Lisa Orbe-Austin, Ph.D., a partner at Dynamic Transitions Psychological Consulting in New York City. Now, Orbe-Austin thinks feeling unappreciated is one factor of the Great Resignation.”What I’m seeing is people are [angry], recognizing the way their work martyrdom has not been rewarded. They’re looking for ‘more.’ I’m seeing more resentment, anger, frustration, [a feeling of] ‘I put all this time in and I’m not getting a bonus this year and I’m not getting the promotion this year.’ ” Difficulty Setting BoundariesThe work martyr does not know how to set boundaries, Orbe-Austin said. “If someone has a need, they have to jump to it. They will work until the job is done… until 4 in the morning, [and during] their vacations.” And while sometimes they are superstars who are recognized with tangible rewards, they’re not necessarily motivated by outward recognition, McClendon said. This can be particularly true for people of color, who may feel they have to work harder than others to overcome stereotypes.”For people of color, there is a sort of general cultural norm around working really hard. In the Black community, you have to work 10 times harder than everybody else to prove yourself. [You] come into a work situation already at a disadvantage because of stereotypes. Also, some of those [workers] have internalized beliefs that ‘I’m not going …
Continue reading …The ability to give feedback is a superpower. Little nuggets of feedback can change lives. But the word “feedback” has a negative connotation, perhaps because not many people are comfortable giving it.One mistake many managers make when giving feedback is to focus only on poor performance instead of also speaking to successful performance.That’s according to Tamra Chandler, partner at EY, and Laura Grealish, senior manager at EY, both in Washington state, who co-authored the book Feedback and Other Dirty Words: Why We Fear It, How to Fix It (Berrett-Koehler, 2019). They provided a new outlook on one of the more dreaded duties of HR and managers during their session “Redeeming Feedback for Good” during the SHRM Annual Conference & Expo 2021.”We need to redeem feedback and start over, because feedback is good for your company,” the presenters shared. “You have to lean in and listen in your feedback. If you do, you will outperform those companies who don’t.”Chandler and Grealish said teams should allow frank and positive thoughts in their feedback because teams that encourage this will stay together longer. Employees who receive specific praise in the form of feedback performed better at future tasks than their counterparts, they said.For example, two-thirds of employees whose managers focus on their strengths are “fully engaged.” When managers focus on their weaknesses, employee engagement drops to 31 percent.”Research shows that focusing people on their shortcomings doesn’t enable learning. It impairs it,” Chandler said. “Our words have the power to inspire, to unlock potential, to lift us up instead of knocking us down. If that doesn’t get you on board with fixing feedback … nothing will.”Most importantly, when supervisors focus on fixing a performance problem through negative feedback, “It’s a huge turnoff in the employees’ minds,” they said. “When we exert control over someone, their performance will actually go down, outcomes suffer, and learning is limited. As a supervisor, remember it’s about their future and not your agenda.”Trust and Positivity Are KeyWhen giving feedback, managers shouldn’t be judgmental. Feedback should be intended to help individuals or teams thrive and grow. “If not, then don’t fool yourself into thinking it’s feedback,” they said.Once a manager and employee develop trust, more valuable and more effective discussions over feedback can be had, they said.”When there’s a trusting relationship, so many good things happen. There’s 74 percent less stress, 106 percent more energy, 50 percent more productivity, 60 percent more joy, 70 percent more purpose and 50 percent more retention,” Chandler said.Chandler and Grealish said negativity will kill the process. They recommended that supervisors tie necessary negative feedback to the future: They recommended conveying the message “It’s not that you did it wrong. It’s that you can do it even better.”Don’t Make Feedback ScarySupervisors should aim to lower employees’ fear of receiving feedback. “The last thing an employee wants to hear is, ‘Let’s set up some time tomorrow for you to visit with me in my office,’ ” Grealish said. “That is something that will surely lead to …
Continue reading …You can’t see mental health challenges, but they are happening all around you.Speaking during a session at the recent SHRM Annual Conference & Expo 2021, Andrea Sides Herron, SHRM-CP, told the plight of her sister, who has struggled with mental health issues for nearly her entire life. Then COVID-19 made them worse. Herron’s sister initially hid how she was feeling from friends and family, but eventually the warning signs became clearly visible and she asked for help.Mental health issues are afflicting people in your office, too, Herron said. Pre-pandemic, 1 in 5 people in the U.S. had some form of mental disorder; the numbers have skyrocketed since then. Identifying Employees Who Are Experiencing Mental Health Challenges”Many of you are being squished by mental illness,” Herron said. “You have more than you can handle.”One way HR teams and supervisors can identify staff members experiencing mental health challenges, she said, is by paying attention to each person’s base lines. What is the person’s typical behavior? Learning this becomes more difficult with remote workers, she said, but there are signs that should cause concern.”Have you noticed that a person’s appearance has shifted?” she asked. “Are they choosing not to have their camera on during videoconference meetings when they usually did? Is there evidence that they’re drinking too much or [have] picked up smoking again? Maybe they’ve told you about the 12 Amazon deliveries that show up at their house each day. These are signs.”Herron, a seasoned HR executive, author and host of the HR Scoop podcast, advised HR and managers to be careful when reacting or responding to an employee’s changed behavior. “Do not add to the shame that can come with mental health’s stigma,” she said. Addressing Struggling EmployeesHerron described five fictional employees, explored some of their behaviors and suggested ways of dealing with those behaviors. Masa: He’s been an employee at the company for three years. He’s been a solid performer, but his manager has noticed changes in his behavior and there are rumors that he’s getting a divorce.Check in with him. Managers should keep an open-door policy and let employees know they are there for support, Herron said. “Employers should never make that first one-on-one meeting … because an employee did something wrong,” she said. “Try to meet earlier on with employees under friendly terms to help to establish a better relationship.” Carlyn: She’s been working at the company for two years. She’s a high-performer, and she has asked for an off-cycle raise. You sense that she’s under financial strain.It turns out her partner was fired and her household is lacking income. She’s become uncharacteristically angry at her co-workers.”We know there is a strong link between financial stress and mental health,” Herron said.Herron suggested that the employer might:Offer her a promotion with more responsibilities since she is a high-performer, if it makes business sense.Think about whether the company is doing enough to offer resources that support financial wellness.Consider offering tuition reimbursement or student loan payoffs or other benefits in addition to a traditional 401(k).Employees can be high-performers and have mental …
Continue reading …A transgender woman could not establish employer liability for a co-worker’s threatening statements and conduct that the employer investigated but could not immediately stop, or for retaliation, the 6th U.S. Circuit Court of Appeals ruled.The plaintiff lived and presented as a man when starting to work for the city of Detroit in January 2016. About five months after starting the job, the plaintiff decided to undergo surgery to transition to a woman and asked for time off. The city supported the transition and the need for time off.The plaintiff returned to work after the first of a series of medical procedures. The plaintiff’s supervisor revealed that someone filed a complaint alleging that the plaintiff had violated the dress code, but the supervisor stated that the plaintiff’s attire was appropriate. In July, the supervisor again told the plaintiff that another dress-code complaint was filed.The plaintiff took medical leave at the end of October 2016 for an additional surgery and returned in December. On Dec. 14, the plaintiff’s office nameplate was defaced with the word “Mr.” scrawled on it. The plaintiff complained and, in response, the plaintiff’s supervisor and an administrative assistant removed, cleaned and replaced the nameplate. The plaintiff also complained of harassment to several HR professionals but allegedly received no response.Two days later, someone delivered to the plaintiff’s desk a gift bag that contained a phallic sex toy and a handwritten note quoting a Bible verse against cross-dressing. The note also said, “We don’t wont (sic) people like you working here.” The plaintiff reported the gift bag and note and asked the city to install a lock on the office door and a camera to help identify the harasser.That same day, the city asked employees to provide a handwriting sample and told employees the city had a zero-tolerance harassment policy that could result in termination. An HR professional examined the handwriting samples but was unable to conclude whether any matched the note. The city interviewed employees but no one admitted to involvement.At the end of February, the city sent the plaintiff its report concluding it could not identify who had defaced the nameplate and left the gift bag. The report recommended that a lock and camera be installed but neither were installed despite the plaintiff’s requests.On May 8, 2017, the plaintiff received a typed note quoting a Bible verse commanding execution of homosexuals and reported it as a death threat. The plaintiff learned that a nearby co-worker in accounting made the earlier dress-code complaints. The plaintiff suspected that the co-worker might be the harasser but did not tell HR or the city.The plaintiff asked to stay home, but the request was denied. Less than two weeks later, a threatening typed note was placed on the plaintiff’s office door. The plaintiff again complained to HR and to federal and state equal employment opportunity agencies and told HR that the co-worker in accounting was likely to blame. The city did not interview the co-worker, and the plaintiff was moved to a new office so that locks and cameras could be installed in the plaintiff’s office.Later that year, an HR professional discovered that the co-worker had previously viewed the plaintiff’s Facebook page in the office and made disparaging comments. The city suspended the co-worker for three days and moved him away from the plaintiff. The harassment finally stopped.During the course of the harassment, the plaintiff’s supervisor complained of the plaintiff’s attendance and would not allow the plaintiff to have the office door closed during work hours. The plaintiff complained to HR, and the complaint was shared with the supervisor. The supervisor left the city’s employment five months later, and the plaintiff applied for the position. The city selected someone else for the position. The plaintiff claimed this new supervisor gave poor reviews and engaged in other acts of retaliation.The plaintiff filed a federal lawsuit against the city, claiming sexual harassment and retaliation. The city moved for summary judgment, which the district court granted. On appeal, the 6th Circuit determined that the city had fulfilled its duty to investigate the acts of harassment, even though it did not find the perpetrator. It further found that the plaintiff could not establish retaliation by the city because the decision not to promote her occurred months after the complaints were made and the plaintiff presented no other evidence of causation.Doe v. City of Detroit, 6th Cir., No. 20-2029 (June 10, 2021), petition for en banc rehearing denied (July 28, 2021).Professional Pointer: While the law governing harassment generally requires employers to make good-faith efforts to end harassment, it will not penalize an employer when it does not discover the identity of an unknown harasser.Jeffrey Rhodes is an attorney with McInroy, Rigby & Rhodes LLP in Arlington, Va.
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