How can you improve your employee experience and customer experience after times of workplace disruption?
Moving forward - not back.
After times of disruption in the workplace, such as impacts from COVID-19 and The Great Resignation, going back to “the way things were” can contribute to lost opportunities for a better future. Here are some things to consider to help reduce negative employee and customer impacts and achieve maximum results during times of change and transition.
Click the topics below for tips and insights.
Check back! New content added on an ongoing basis.
How to achieve success through people during times of change and disruption.
5 tips to successfully manage unplanned change and transition.
7 Tips to Keep Your Teams Engaged During Times of Change and Disruption
10 Truths About Change You Must Face if You Want to be Successful
10 Myths About Change Management to Squash if You Want to be Successful
Additional considerations during times of workplace disruption:
Processes & Technology
Habits & Behaviors
Workplace Culture
Organization Structure
Rewards & Recognition
Policies & Procedures
Processes & Technology
- What processes and technology used to complete day-to-day responsibilities have changed? (i.e, how did teams meet with each other, stakeholders and customers?)
- What new processes and technologies have been utilized or created?
- How do you think those process and technology changes have positively or negatively impacted your work?
- What helpful processes and technologies can you continue to use post disruption and transtion?
Habits & Behaviors
- What new management or employee behaviors were observed or developed during times of change and disruption? (i.e, changes to leadership and employee or peer to peer feedback, check-in meetings? Changes in work ethic or ideas on what people were capable of achieving? What’s that look like?)
- How will these new behaviors positively impact your work and organization moving forward? (i.e., morale, what was it like? How can you maintain or increase? Trust?)
- What new management or employee behaviors that have been created or developed during times of change and disruption need to be discontinued and what behaviors should remain, and why?
- How will these behaviors be documented and shared and the positive behaviors reinforced?
Workplace Culture
- Have new customs or norms been established to help support change and transtion? (i.e., regularly scheduled cross functional meetings to promote cross functional problem solving. Flexibility in hours.)
- Have any changes to organizational culture occurred due to change and disruption in the workplace?
- Will there be any changes to customs and norms or culture that will impact employees and customers?
- How will these changes be documented, communicated, and implemented?
Organization Structure
- Have job roles and hiring profiles been updated to reflect the new activities and accountabilities for positions impacted by workplace change and disruption?
- Have any roles, responsibilities or reporting structures changed?
- What changes to organization design and structure will remain and what changes will be halted?
- How will any changes to roles, responsibilities or reporting structures be documented and communicated? (i.e., will employees be offered opportunities for feedback on changes?)
Rewards & Recognition
- What new rewards and recognition programs have been established to support employees who embraced the
changes and exceeded expected results? (i.e., rewarding those who go “above and beyond the call” or do something unique to maintain high customer experience levels.) - Have employees implemented new peer-to-peer rewards and recognition practices that have had positive results and should remain in place?
- How do these rewards and recognition programs and practices meet employee and customer expectations?
- What rewards and recognition programs and practices may need to be changed for good or adapted in the near term given what was learned?
Policies & Procedures
- Have existing rules, policies, and procedures been changed to support new behaviors and any changes to processes, technology, and roles and responsibilities brought on by change? (i.e., what policies and procedures are going to change and why?)
- What positive new rules, policies and procedures have been created that will remain?
- What existing rules, policies, and procedures, processes, technology, and roles and responsibilities have you
discovered may now be eliminated? - How will updates to existing rules, policies, and procedures, processes, technology, and roles and responsibilities be documented, communicated and implemented?
