Filed under: Corporate Culture | Tags: Communication, company values, core values, corporate culture, employees, Human Resources
Values Matter!
Why it’s Important to Promote Company Values
by Jim Guttmann, SPHR
As business owners and managers, we often rely on work rules as the basis for how we guide employees. For instance, violations of work rules that may result in disciplinary action are usually spelled out in an Employee Handbook. This is a necessary and important guide in setting boundaries for employee behavior that is considered “acceptable” or “unacceptable”. The aim is to ensure compliance.
However, if you are looking to provide sufficient guidance and direction for your employees, it is not enough to merely provide rules concerning infractions to company policy. Don’t just tell them what they shouldn’t be doing. You must also be sure to tell them what behavior is expected of them as an employee of your company. This is best done when companies have stated values that explain the behaviors that are desired, and why they are important to your company.
It has been found that when values are based on sound principles of business necessity and frequently promoted, a vast majority of employees will readily buy into them. Values help define the company culture that you as a business owner or manager hope to create; while for the employee, they offer insight as to the qualities of a model employee.
What a way to encourage self-discipline and commitment from your employees to the company’s goals!
By promoting your core values, you have some safeguards against unethical behavior, misconduct, harassment, bullying etc. Rather than leaving it to employees to wonder what the company values, it is good to often remind them. This is done as a way to motivate, inspire and guide.
If you don’t already have established values to guide your company, consider developing and promoting them. After recording your company’s core values on paper, it is very important to reinforce those values with your employees. Your company should give considerable attention to promoting those beliefs so employees will begin to internalize them. First of all, take every opportunity to advertise your core values to your employees. For instance, staff members entering our company’s offices each work day view an electronic monitor that reminds them of our Foundations. If your company has an employee recognition program for outstanding customer service, note how that outstanding service links to one of your core values. If you conduct annual performance reviews, include in the performance review the details as to what core values that the employee has demonstrated throughout the year. Another good initiative is to conduct periodic employee surveys to measure to what extent that the company is living up to its core values. Believe me; your employees will let you know.
Each of these kinds of initiatives makes your core values meaningful. It’s much more than just good PR for your company. It becomes part of your company’s culture.
____________________________________________________________________________________
Jim Guttmann, SPHR
As a Landrum Professional Human Resources Manager, Jim is certified as a Senior Professional in Human Resources (SPHR) and has over 20 years of HR generalist experience for a large government contractor and Fortune 500 Company. He holds a Masters in Business Administration from Florida State University and is an active member of the Greater Pensacola Chapter of the Society for Human Resources Management (GPCSHRM), previously serving as their Vice President of Information Services and Chairman of the Workplace Diversity Committee. Jim is also certified as a County Mediator and in the administration of the Myers Briggs Type Indicator (MBTI).
Filed under: Customer Service | Tags: "corporate culture", "customer service training", "Customer Service", employees, Human Resources, Working a Better Way
August 19, 2011
Customer Service: Delivered with a True Servant Mentality
by Katie Garrett
Exceptional customer service is a crucial component to growing your business. If you already have a product or service people need, you have to find a way to make them want to do business with you. Continuing to hold a level of service in a high regard will contribute to your company’s growth even further. Jeff Bezos, founder of Amazon.com, once quoted, “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” This is a great concept to practice in order to improve not only your company, but our own personal mindset during the work day. After all, we are at our happiest when those around us are happy.
Every single day, potential customers contact your business, whether it is by phone or coming into the office. During these hard economic times, some of those people may be extremely stressed and very frustrated with their personal situation and can come across as rude individuals. Even though, at times, those within the customer service department would rather tell that individual the company refuses to work with such impolite people, that type of attitude does not fall in line with the standards of excellence a company must maintain for success.
Most people in a business environment understand that great customer service is a vital key to the success of a business. Without it, a company will not stand apart from the rest of their competitors in town. Every department within a company should understand the value of customer service, but the customer service department must know how to portray it every moment of every day no matter the circumstance.
If you receive a call from a disgruntled customer, it is always best to wait and listen to what the customer needs from you. Often, the customer simply does not understand the company’s process and just needs someone to listen to them and explain how it works. It is also important to pay attention to how you speak to a customer; be sure to control your tone as to not sound as though you are belittling the customer’s intelligence. Even though it can be frustrating when you have answered the same question fifteen times already that day, that question is extremely pertinent to the customer.
In addition, it is imperative to maintain a good reputation throughout your business’ community so that your customers keep coming back. The customers inquiring about your company’s services are the people who keep your company in business; they are vital to your success. Every single person should be treated as though they are the only person calling or in the office at that time, even if there are five calls waiting to be answered or others in the office waiting to be served. With that being said, it is important that every department within a business treat their clients and customers with the same sort of willingness to assist. Every department in a company can make or break its success by the way they treat their customers.
As a member of a customer service department, one must wear many different hats. Customer Service representatives usually interact with all walks of life, including people interested in using your company’s services or products to someone coming in to meet with your company’s president. One of the most important aspects of a customer service representative is to embody their company’s reputation to the highest degree every time someone walks into the office. Treating every individual with the same amount of respect is something that can set your company apart from competitors. Helping all types of people feel welcomed into your office is something everyone should take pride in doing on a daily basis. By treating everyone as if they are the first person to walk into the office that day they in turn feel significant to your company, as they should.
_______________________________________________________________________________________________________
Katie Garrett is a member of the Landrum First Impression Team (FIT). Our FIT team members practice true, front-line customer service everyday- averaging 600-700 incoming phone calls per day and serving more than 100 job applicants and office visitors daily.
Filed under: Human Resources, Notes from Tom | Tags: employees, Human Resources, safety, violence in the workplace
August 9, 2011
This Will Never Happen to Me: Violence in the Workplace
by Tom Knox, PHR, IPMA
Every so often we hear a news report about a violent act that took place at work. Unfortunately, what really grabs our attention is the report of a fatality. Each year 2 million American workers are victims of workplace violence. Thankfully, workplace violence does not always result in a fatality.
According to the Occupational Safety and Health Administration (OSHA) workplace violence is: “violent acts, including physical assaults and threats of assault, directed toward persons at work or on duty.” Not a single workplace is immune and workers in some occupations have a higher risk of exposure than others to acts of violence. Some of these workers are healthcare individuals, social service workers, utility workers, probation offices, phone and cable installers and retail workers. It is important to consider that an act of violence can come from employees, vendors, guests, patients and clients.
What makes the topic of workplace violence so compelling is the fact that in 2010 roughly 335,000 businesses experienced some form of workplace violence, and some estimates indicate that one in six violent crimes are committed at work. As if these statistics are not alarming enough, consider the fact that in 2009 there were 521 homicides committed at work. The impact of workplace violence can be felt in low morale, a fearful workforce, loss of productivity and can cost upwards of $250,000 per incident.
Someone firing a weapon at a co-worker may be the most egregious form of workplace violence but certainly not the only form. Intimidation, verbal abuse, threats of harassment, assault, and stalking are also forms of workplace violence and can be triggered by job loss, bad news, bullying, not receiving a promotion, the end of a relationship or any perceived injustice. Managers may not be aware of what is causing the pressure to build in an employee, but they can observe ensuing behavior that may be indicative of a potential violent incident such as rapid breathing, clenched fists, rapid pacing, offensive or defensive stance or a search for or possession of anything that can be used as a weapon. To prevent the pressure from erupting and creating a catastrophe there needs to be an attempt to minimize the situation. This is done by remaining calm, showing the other person dignity and respect and avoiding violating the individual’s personal space. If practical, having a witness can also be helpful.
By developing and implementing a Workplace Violence Prevention Plan, companies of all sizes can be prepared and possibly prevent violent acts from entering the workplace. The Plan should include a policy that includes a zero tolerance statement and language that policy violators may be disciplined and possibly terminated. The policy should also include procedures for reporting incidents and protection against retaliation for making a report. Once a policy is in place, it is imperative to train current employees and to include the policy as part of a new employee orientation.
Employees need to know that in addition to some of the behaviors already mentioned they are in an excellent position to notice warning signs that can be a precursor of potential workplace violence: increased use of alcohol and or drugs, increased absenteeism, lack of attention to hygiene and appearance, unprovoked emotional outbursts, mood swings, paranoid behavior, difficulty in adjusting to changes in the workplace, repeated work rule violations and frequent discussions of domestic problems. Basically, warning signs include any behavior that seems to be uncharacteristic for a reasonable person.
By using a worst case scenario as the framework in which to develop a plan, the collective ideas of employees who are brought together to be members of a Crisis Management Team (CMT) can assist in developing a policy. This policy should include crisis communication channels, assessments of areas of greatest risk and the determination of those positions that are in the greatest danger. Including employees in developing the plan capitalizes on their ideas and demonstrates the organization’s concern for protecting the workplace from acts that could have serious consequences. The plan should inform employees that professional assistance is available to them and their co-workers through an Employee Assistance Program (EAP). The EAP can equip employees in the handling of a personal crisis, and in doing so possibly prevent behavior from escalating into irreversible acts of violence.
Sources: Ford and Harrison LLP; Society for Human Resource Management; OSHA
_______________________________________________________________________________________________
Tom Knox, PHR,IPMA – CP
Tom has been a Human Resources Manager for Landrum Professional since August 2001. In his role as a Human Resources Manager, he ensures that Landrum’s clients are in compliance with all local, state and federal laws that impact human resources. He assists, as needed, with hiring, terminating, counseling, and training. He advises business owners and employees on the potential resolution of work-related issues and consults with employers on the implementation of best human resources practices.
Tom is certified as a Professional in Human Resources (PHR) by the Society for Human Resource Management and is a Certified Professional through the International Personnel Management Association (IPMA – CP). Tom is certified to administer the Myers Briggs Type Indicator and uses the information to facilitate team building retreats.
Filed under: Wellness | Tags: Employee Development, employees, Human Resources, wellness
August 2, 2011
Exercise – Making It Fun and Varied
written by: Candace Rorrer & Jim Guttmann, SPHR
Are you thinking about losing weight and getting in better shape but can’t get around to doing it because it seems like it’s not much fun and too boring?
Well, do I have a story for you! In 2007, Landrum Companies started a Walking Works program for its employees providing an opportunity for individuals to walk while logging miles in a friendly competition between departments. Initially, the purpose of the program was to encourage the employees to better health and fitness through walking. Miles were logged on the Blue Cross Blue Shield Walking Works Website. Each calendar quarter, the department with the best results would receive some recognition and a tasty treat. It was fun and the winning department looked forward to a delicious treat as their reward.
This year however, the Company decided to market the program to employees in a new and different way. Participants were assigned to teams rather than the team being solely based on the department where the individual works. Participation remained totally voluntary. But this time newly formed teams were asked to come up with their own names. As a result, teams were formed with fun and wacky names such as Workout Warriors, Sweet Feet, Thighsman Trophy Winners, Happy Soles, The Curvettes and The Trotting Landys. But wait….the fun doesn’t stop there!
Participants were also encouraged to record any form of exercise that fit his or her personal fitness routine. The idea is that “any way that you move and burn a calorie is good”. Any moderate to strenuous exercise that is 15 minutes in duration can represent the equivalent of one mile walked under the Walking Works Program. A survey of planned activities by participants includes things like running, biking, swimming, lifting weights, yoga, dancing, boot camp, wii, playing tennis, mowing the lawn, hedging bushes, cutting limbs and yes, walking.
Although some participants enjoy competition, many others like to keep it fun by doing such things as including the family dog or children in the activity. Also, to keep things interesting, some often do various activities (i.e. not just one). After all, “variety is the spice of life” and putting variety into an exercise program seems to provide the best overall results. In fact, it’s generally understood that it’s more effective when our bodies get a varied workout routine through the use of different muscle groups.
The Wellness Committee didn’t stop there! A run/walk team was put together so co-workers could meet after work and train for local 5K races. It was a wonderful way to get a workout with partners so you have more motivation than if you were to do it alone. The fact is when you have a partner to workout with you will be more motivated, your workouts are more fun, and you will work out harder.
Landrum even has a group of co-workers that meet after work in the classrooms to do a cardio/sculpting workout specifically for the convenience of not having to drive to a gym. You can change clothes and workout without ever having to get in your car. And, you will not have an excuse of “I don’t feel like leaving the house” after you get home from work. You have the motivation of working out with others and convenience and don’t forget… It’s Free!
In addition to those fun activities, Landrum also celebrated National Walk at Lunch Day, April 27, 2011. The entire company wore TEAM LANDRUM shirts and walked a pre-planned route for 30 minutes and then enjoyed a healthy lunch afterwards. The day was so much fun!
So, whether you are looking for fun ways for your company to get healthy and motivate your employees or you personally are thinking about getting in better shape and being more active, consider making it fun and adding variety to your exercise program. Activities that benefit your heart do not have to be a structured workout. You can include your entire family, friends, co-workers, and your family pets. You may stay with it longer because it’s fun and interesting. And guess what? The long-term results will be better too!
____________________________________________________________________________________
Candace Rorrer, Benefits Accounting Specialist, Landrum Human Resource Companies, Inc. Candace serves as the Cobra Coordinator and tracks paid leave policies for over 300 Landrum client companies. She has 12 years experience in the healthcare field and is currently working towards a degree in Exercise Science. Candace oversees Landrum’s internal Wellness Program.
As a Landrum Professional Human Resources Manager, Jim is certified as a Senior Professional in Human Resources (SPHR) and has over 20 years of HR generalist experience for a large government contractor and Fortune 500 Company. He holds a Masters in Business Administration from Florida State University and is an active member of the Greater Pensacola Chapter of the Society for Human Resources Management (GPCSHRM), previously serving as their Vice President of Information Services and Chairman of the Workplace Diversity Committee. Jim is also certified as a County Mediator and in the administration of the Myers Briggs Type Indicator (MBTI).
