HR leaders in Asia-Pacific are confronting the challenges of employee engagement while redefining work and its structure. As people move hybrid models, many questions arise about how to create a positive work experience, one that entices job applicants and keeps employees on board.
Recently, Shereen Williams, Director of People and Culture Technology & Innovation at Standard Chartered and a speaker at the Employee Engagement and Experience APAC online event, explained to HR Exchange Network how to reach employees in these uncertain times.
HREN: What is the Iceberg of Ignorance? How does it relate to employee engagement and experience?
SW: The 'Iceberg of Ignorance' is a concept popularized by a 1989 study by Sidney Yoshida. It posited that frontline workers were aware of 100% of the floor problems faced by an organization, supervisors were aware of only 74%, middle managers were aware of only 9%, and senior executives were aware of only 4% of problems. This means conversely that 96% of the problems are not known to top managers. If we think about our own organisations and how effectively we understand the pain points internally.
Our employees are the heartbeat of our organisations, understanding the pain from the bottom, and addressing concerns gives people a sense of belonging, a safe space to work, validation for their efforts, and the sense that they are being heard.
HREN: How do you define transparency? How important is transparency to the employee experience? Why?
SW: Creating a transparent workplace is a workplace that I am sure many people are seeking. We need to listen, listen, and listen with understanding. Transparency promotes trust and open communication. It strengthens relationships between employees and their employers, encouraging an environment of collaboration.
Yet, I come across many people in different organisations who are fearful of speaking up and sharing what they experience at work. If we do not create psychologically safe spaces for people to have their say, we are unable to understand 100% of problems as the Iceberg shows. In a fast-paced world, we want people to embrace innovation and be creative and to get the best out of our employees we need to be able to melt the Iceberg.
HREN: What are some communication tips for HR leaders trying to engage employees?
SW: When we communicate with our workforce, we need to give reasons. Have you heard about communication fatigue? Take yourself as an example or put yourself in the other person's shoes. Firstly, I would want to know what, why, and if there is an action.
Be specific about your audience and tell them what is in it for them. If it is awareness, that's great. However, if it’s an action, then your messaging needs to be clear, concise, and to the point. Being consistent in what you are communicating is also key as this builds trust in your messaging.
The most effective way of communicating is face-to-face. As the world shifts to hybrid ways of working, decide on the importance of the messaging and if it needs to be done face-to-face or can it be done virtually. We have all seen the effects of human connection.
INTERVIEW: Onboarding as an Employee Engagement Tool
HREN: Is there anything else you'd like to share? If so, what?
SW: What does the study of the Iceberg really say about the people at the top, our leadership? The response to this question depends upon how we send and receive information. It is another reminder to all of us that any information we receive can and will be seen and utilized differently depending upon the filters we are using. As humans our filters are based on our own innate intelligence.
I definitely see organisations in a state of uncertainty as workforces are trying to find their feet. There is so much happening in terms of the Great Resignation, what will make our people stay? How do we retain top talent? Why are people not showing up in the office? What is the definition of hybrid working and should it be included in our values? What works for some does not work for others. Ultimately, the Iceberg is telling us that two-way communication, feedback, and validation are key principles that we need to address.
Change happens one person at a time, and if organisations create experiences that will make a positive difference in how the workforce performs, then certainly we will gain strides on the people ROI.
Don't miss Williams' session and the others at the Employee Engagement and Experience APAC online event. It's free to register, and it will be chock full of advice about the challenges of the workplace transformation HR leaders are experiencing.