Don't Let Communications Become a Side Casualty Of Coronavirus; Employees Need Connection Now More Than Ever.
I spoke to an editor friend this week; she mentioned in passing that if she saw one more news release on 'top ten tips for home working' she’d scream.
It’s interesting that despite lots of noise surrounding home working, one of the most important aspects – communicating well to employees – may well have taken a backseat in the necessary rush to get going operationally.
It is understandable, we’re all adapting and learning as we go. Not every business has an internal comms team. My editor/friend’s husband is a case in point – he was given a laptop and software to work from home: a week later, flexitime arrangements have been suspended and everyone is working set hours per day (bit of a ‘mare if you’re a parent of younger children). Thankfully, the team is communicating well with each other, but they feel like they’re waiting for HR to catch up, and not necessarily seeing that HR has got one enormous challenge on their hands with a myriad of new things to get their heads around. For that company, it’s managing to work, people are pulling together, but it’s by luck rather than design.
As I see it, in this very new situation, employers and employees are making up the rules as they go. It’s very likely that companies aren’t aware if their 'work from home' strategy is actually, well, working. Companies won’t be clear yet whether its productive and whether employees are sinking, managing or excelling. That means that when a new situation arises, a response may be kneejerk rather than planned.
If this crisis is likely to persist longer term, and indications are that it will, HR and business leaders need to put really clear communications in place, as well as engage employees, so they can keep them motivated and keep the business functioning well. The last thing any employer needs is employees consulting each other and ignoring HR and business practices.
It's ok that we learn from mistakes made in these early weeks – this is new to everyone - but monitoring performance and using employee insights will guide employers to understand what is and isn't working and allow them to make adjustments as necessary, helping keep everyone on board. Employees will particularly appreciate being asked for their views when everything is surrounded by uncertainty.
Here are some communication areas that may not have been considered:
• Setting clear expectations for communication between leaders and employees. Leaders have so much going on, but they also need to make sure staff feel included their plans – not separate to them. Many employees are worried about job security so it won't take much for them to feel like it's a good idea to start looking for alternative roles. Even if some sectors have frozen recruitment at this time, others are using the opportunity to poach hard-to-find talent.
• Consider setting guidelines for hours and productivity, such as what work/projects need to be achieved by what dates. This may come easily for some employees but may be entirely new for others.
• Remember the small details. For instance, do you need to clarify who is paying for phone calls or expenses at home? Clear messages help employees understand what is expected and feel they are being looked after. It may be a small overall business consideration, but employees will be very aware of how they feel about things like this, especially as emotions are running so high.
• Reminding people to move and exercise has never been so important since homeworking can mean sitting for long periods of time. Reminders that screen breaks and lunch breaks are important too.
• For employees who are furloughed, are there any changes to their benefits? Clarifying and communicating this as smoothly as possible is key so people understand what’s available to them.
Connecting is key – I’m used to working from a home office frequently and have ways of connecting with my lovely virtual team, but I’ve been missing the camaraderie of meeting my clients face to face, learning from their ideas and picking up their energy. Why not encourage small teams to together by Webex or Google Hangouts, with tea and cake, just to catch up and perhaps learn about the real humans inside their real houses and real lives.
Everyone understands the need for emergency action, and rapid changes taken by employers have no doubt saved lives.
However, making sure that emergency arrangements change to a stable footing, where everyone is clear on what is expected is important.
It’s ok to be unsure, it’s ok to change the processes as more is learned, but creating and maintaining trust and goodwill through an engaging strategy and clear communications can help every individual and every organisation.
As ever, I’d like to help if you need it.