Open feedback

Lessons from a year of open feedback

Michael Carden Employee experience, Feedback Leave a Comment

Employee feedback is traditionally collected through anonymous surveys. A year ago we started working with a group of forward-thinking enterprises to trial open feedback. This is what we have learned. Micro-actions make macro impacts I met Arjun at one of our user sessions. He’d greeted me with a half smile before taking his seat at the back of the room, not quite looking me in the eye. After some coaxing, he explained that he was one of a huge team of developers at the insurance company. Of course. The beautiful space I was in had the feel of a hot …

Active listening in online conversations

Practicing active listening in online conversations

Ruby Kolesky Employee experience, Feedback, Leadership Leave a Comment

I think of myself as a leader being placed somewhere on a value based spectrum, with efficiency on one end and empathy on the other. As an individual contributor, I started my career all the way on the efficiency end of the spectrum. I believed that talking to people about their feelings was a waste of time. Turns out, that’s not true at all. Leaders who value efficiency over empathy tend to sacrifice investing time in relationships with their team members. The result? Ironically, team efficiency is negatively impacted. Why? Because team members who don’t have close relationships with their …

Celebrating culture

Celebrating culture together, alone

Karen Rayner Employee experience, Engagement, Organizational culture Leave a Comment

Like many workplaces, Joyous has had a few team milestones since we’ve been in lockdown. Team lunches, birthdays, customer wins, award nominations, anniversaries… and it’s obviously not as easy to come together and celebrate those as it once was. We’ve lunched together over Zoom, we live-Slacked the awards announcements, we play party games on Friday afternoon, but it’s not quite the same. We’ve had to put just a little bit more effort into making things work. Re-imagining milestone celebrations For the first couple of two-year anniversaries this year we were in the office. There were (amazing) animal balloons. Virtual balloons …

The Case for Happiness

The case for happiness

Michael Carden Employee experience, Engagement Leave a Comment

We have relegated employee happiness in favour of employee engagement. Are we missing something? History doesn’t care about happiness.  It’s easy to find information on living conditions for peasants both before and after the French Revolution – but good luck finding anything on how much happier they were after revolting. And even though the US Declaration of Independence makes the pursuit of happiness a fundamental right, little has been done to measure the success of this objective.  Turns out that happiness is hard to quantify. We even think about it in different ways. Thinking happy thoughts Biologists keep it simple. …

Make difficult conversations simple

A simple approach to difficult conversations

Ruby Kolesky Employee experience, Feedback, Leadership Leave a Comment

About two years into my career as an engineering team leader I had to have a difficult conversation. The conversation was with Connor (not his real name), a junior engineer, who had recently joined our team. Connor was consistently arriving to work late, taking long lunches, and leaving early. As his team lead I knew that I needed to talk to him, so I arranged a meeting: difficult conversations should always take place in person. Not long before this, I had attended a leadership training course lead by Nick Reid, from Training for Change. So, I used the SCORE approach …

We need to talk about your anonymous feedback

Hi Kelly. We need to talk about your anonymous feedback.

Michael Carden Employee experience, Feedback Leave a Comment

If you can figure out whose feedback you’re reading from what it says, how it’s said, or by applying basic data filters, then guess what? Your feedback isn’t anonymous. Cautionary tale 1: anonymous feedback is the enemy of specificity Ken’s had a rough month dealing with issues in the very specialised reports that he owns. So he has a choice to make at feedback time. Does he: a) give open and honest feedback on the reporting problems in the hopes that this feedback leads to changes in the process and less frustration in future, or b) not say anything about …

A hard truth about engagement

A hard truth about employee engagement

Jason Lauritsen Employee experience, Engagement, Leadership 1 Comment

There was a point in my career, probably 18 or 20 years or so ago, that I would have argued vehemently that creating a workplace culture that engages employees was vital to sustaining a profitable business. I believed in my heart that it was an imperative. At the time, I was an HR leader working at an organization where my CEO really believed (and invested) in the value of people not only as employees but as human beings with lives beyond work. For me, it was the perfect place to practice HR. While my CEO was pragmatic in how he …

For engaging comms go mobile

Want more engaging comms? Go mobile.

Karen Rayner Diversity & inclusion, Employee experience Leave a Comment

Want to be able to talk to all of your employees? Prepare to go mobile. Most adults own a cell phone, so it follows that most workers will have a mobile device of some kind. And we always have them close at hand. The average person checks their phone 110 times a day, and frontline workers use messaging apps up to six times a day. Great news, right? We can just use mobile channels to communicate with workers and get a read on engagement. Not so fast. Communication in companies isn’t fabulous to begin with: 80% of US employees feel …

LGBTQ+ D&I - thanks for the rainbow logo

LGBTQ+ D&I? Thanks for the rainbow logo… but let’s do better.

Leah Chaney Diversity & inclusion, Employee experience Leave a Comment

I’ve spent the last decade of my leadership career and my entire professional career being an out lesbian, and along the way, I’ve experienced a range of responses to who I identified as as a person. I’ve worked on teams where I was respected as an individual, and others where I felt like a check on a diversity and inclusion checklist. I’ve learned along the way how to understand what it looks like to support the LGBTQ+ community — what a true advocate and champion looks like — and how to weed out imposters. Does the company do what it …

Employee feedback - getting started

Employee experience feedback: a quick guide to getting started

Karen Rayner Employee experience, Feedback Leave a Comment

Quick recap: employee experience is everything people perceive, think, feel, do or encounter at work. If this experience is negative it can lead to poor performance, low engagement and unfavorable business results. So you really want EX to be positive, and to make sure, you need to ask employees for their feedback. Getting started with EX feedback Talking to people is one of the best ways to understand what’s going on in your teams. So, don’t worry about investing in tech when you’re first starting your EX journey; just get talking! You can build from there. Talk it out Collecting …

Invisible employees

Engaging invisible employees

Karen Rayner Employee experience, Engagement Leave a Comment

You can’t be inclusive if you’re exclusive We’re all striving for an inclusive organizational culture. We want work to be a place where everyone feels heard, and valued, and everyone has the chance to contribute. But when we say ‘everyone’, do we really mean everyone? All people are included, but some are more included than others. A retail chain has a lot of moving parts. There’s head office, with HR and marketing and accounting staff. There are stores, with sales associates and security and inventory managers. There are warehouses, with stock handlers, forklift operators and truck drivers. There are people …

Lightspeed Graphics #EX18

#EX18 Initiative of the Year: Lightspeed Graphics

Samantha Gadd Employee experience, Leadership, Wellness Leave a Comment

“The benefit of entering the awards is that it’s like a disciplined review – it enables you to pause and reflect on the programme with your team on how it’s all working.” Steve Martin, Lightspeed Graphics Lightspeed Graphics’ Operations Director, Steve Martin, said they were ‘over the moon’ when they first heard their name announced as winners of the EX Initiative of the Year at the Humankind Employee Experience Awards, EX18, in November.  Because they are a relatively young company (they’re just about to celebrate their 2nd birthday), and they are in a highly competitive industry, winning an award like …

Video is the killer app for EX

Why video is the killer app for creating compelling employee experiences

Serge van Dam Employee experience, Engagement Leave a Comment

Video is eating the world. It’s as true for companies as it is for consumers – and yes, this includes yours. Consumers and businesses are all responsible for the massive growth of online video. Consumer video traffic will be 84% of consumer traffic this year, up from 75% in 2014. And business video traffic will be 63% of traffic this year, up from 36% So it’s no surprise that more businesses are turning to video for HR processes; particularly those that are trying to transform the employee experience (EX) for the better. Employee Experience Objectives If we apply the lens of any contemporary human …

Voice of the Employee

Using Voice of the Employee to improve customer experience

Michael Carden Employee experience, Engagement, Feedback 1 Comment

Most companies understand the value of Voice of the Customer surveys. If you want to know how customers feel and what aspects of customer experience you can improve, you ask them. Makes sense. Voice of the Employee follows a similar philosophy. You ask employees how they feel and what you can improve. They’re most likely going to have some feedback on their employee experience that you can do something with. In the case of front-line staff, they’re also going to hook you up with some information on customers that you wouldn’t otherwise have. Which means VoE is not only good …