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خبرة الموظف على نفس القدر من أهمية  خبرة العميل

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بقلم: رون توماس

ترجمة: هاجر عبد الرحمن

تصوير: عاليا فرماوي

“بادئ ذي بدء أود أن أشكرهذه الفرصة الرائعة، فلقد تعلمت الكثير ومازلت أتعلم، لقد حظيت بتغير كبير في حياتي في الخمس شهور السابقة. عملي هنا عزز ثقتي بنفسي كثيراً ومنحني الشجاعة كي أصرف النظرعن مدي مكانتي أو حجمي فأنا بمقدوري فعل أي شيئ. أنا فقط أريد أن أشكر تحليكم بالصبر معي وعدم الإنزعاج عند إرتكابي الأخطاء وعملكم معي خطوة بخطوة. أنا ممتن للغاية فقد أصبحت أحب المجئ للعمل كل يوم، شكراً لكم على كل شيئ.. الشركة هي بيتي الثاني..”

المديرة التي شاركت معي هذا كانت تحكي لي القصة وسط دموعها، وتلك القصة كانت تقول أن هناك موظفة قالت “انها حصلت على فرصة” حيث قالت أيضاً أنها  في غضون 5 أشهر في هذه الوظيفة كانت الأكثر تفوقاً والأكثر نشاطاً من بين باقي أعضاء الفريق. وعلى الرغم  من إستلامها لراتب يُعتبر أقل بكثير من الحد اللأدني للأجور إلا انها كانت ممتنة وسعيدة بوظيفتها الجديدة.

الماس في صورته الخام: 

عندما قرأت هذا أخذت أفكر في مئات المرات التي قمنا فيها بإجراء مقابلات شخصية مع مُختلف الأشخاص وبالفطرة قررنا ألا نخطو خطوة إلى الأمام بيد أن هناك تلك المرات اللتي قررنا فيها أخذ الفرصة لأن في بعض الأحيان نجد شيئاً يقول لنا أن هناك من هم بحاجة ماسة إلى فرصة. فما هي إلا فرصة واحدة تكون كافية لتغيير حياة شخص ما تغييرا كلياً. كلنا نعرف هؤلاء الذين يحبطون لأقل وأبسط الأسباب، كان لي صديق يعمل في صناعة تؤدي للهلاك وكان يحمل لقب نائب الرئيس، بات يأساً ومحبطاً للغاية بعد أن أصبح عاطلاً عن العمل لأكثر من سنة. ومن ثم ذهب ليتقدم بطلب وظيفي لوظيفة مساعد إداري بمختلف أشكالها الوظيفية، ولقد أخبرته سلفاً أنه لن يقوم أحد بإعطائه هذه الوظيفة لأنهم يعلمون جيداً أنه يتطلع إلى مجرد عمل ليس إلا، وبمجرد أن تأتي وظيفة أكثر تقديراً سوف يصبح مجرد تاريخ. إنهم يعرفون أنه يتطلع إلى مجرد عقد نمطي حتي يأتيه الشئ الصحيح فيما بعد.

لو أن شخصاً يحتل مكان شخص آخر:

من ناحية أخرى فقد اصبح هناك الكثير من المناقشات اليوم اللتي تتعلق بمدى جودة التوظيف. نحن لدينا بعض التباين في الثلاث أو الستة شهور الخاصة بفترة التدريب. فماذا لو قمنا بقلب هذا راساً على عقب وجعلنا الموظفين يقوموا يتقيمنا كأصحاب عمل، هل ستظل فترة شهر العسل مستمرة كما هي؟

دائماً ما أدعو إلى فكرة أن يقوم جميع المدراء بإجراء المناقشات الحيوية وإجراء مناقشات ثابتة في نهاية كل فترة تدريب. بما أننا كمدراء لدينا كلمتنا الخاص بنا، فلماذا لا نمنح نفس الفرصة لتقاريرنا! وبالطبع هذه المناقشة سوف تأخذ شكل المحادثة وليس التحقيق على الإطلاق. كم عدد الأشخاص العامليين لدينا الذين لربما سوف يستغرقون الوقت لكتابة مذكرة شكر لديك وللشركة لتعيينهم فيها؟ خبرة الموظف نحن كما نتصارع لأجل خبرة الموظف نتصارع أيضاً لخبرة العميل، ولأن الإثنان على نفس القدر من الأهمية، فهذا يتوجب عليه إعطاءنا وقفة. لذا فإن المنظمات سوف تستقبل مذكرة مثل هذه من العميل بكل سرور.

 إن هذا النوع من الدلائل يكون مُصاغ بعناية ومُتفق عليه كما أنه يُلاقي إستحساناً، وهذا ما يجب أن يكون عليه الحال مع موظفيننا. وبينما الغالبية العظمى من الموظفين لم يصبحوا شُعراء يلقون كلمات التمجيد والثناء على مكان توظيفهم، يكون من المُشجع قراءة مذكرة كهذه من موظف والتي تفيد مدى سعادة الموظفين بعملهم وإمتنانهم لمديرهم وحكمته وبصيرته (لقول لشئ ما) في مكانه الصحيح. طوال فترة إدارتي الطويلة للموظفين، لم أحظى من قبل بشرف أن يقوم موظف بإرسال مذكرة لي. لذا أنا أشعر بالإمتنان لصديقتي التي أرسلت لي المذكرة لأنها تعرف ذلك (هذا نوعي المُفضل من الأفعال) كما قالت هي.

نحن كمدراء نلعب دوراً مهماً في حياة الأفراد ويجب علينا ألا ننسى هذا أنهم من الممكن أن يقضوا معنا وقتاً أطول من ذلك الذي يقضونه مع عائلاتهم. لذا يجب علينا أن نسعى جاهدين لجعل هذه التجربة مُثمرة قدر الإمكان.

وتنفيذ هذا لا يتم مثل ما يحدث في بعض عهود ومراسيم الشركات أو لمجرد أنه الشئ الصحيح الذي يجب أن يُنفذ. كل شخص نقوم بعصد إتفاق معه يُعتبر أخ أو أخت أو زوج أو زوجة لأحدهم، وأنا على يقين أنك تريد المثل لأحبائك.

المدراء يخلّفون وراءهم إنجازات بينما القادة يخُلفون وراءهم أُناس تحولت شخصياتهم وطريقة حبهم.

 المقال الأصلي: https://www.eremedia.com/tlnt/the-employee-experience-is-as-important-as-the-customer-experience/

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Wellbeing @ Work Summit Middle East 2021 – where balance, resilience and authenticity break the Mental Health Stigma

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Written by: Cinzia Nitti

Globally, 2020 has been a year like no other. Coronavirus pandemic caused a massive business disruption; transformation has been key in supporting employees and catalyzing workplace changes. There was a rush to adapt and reinvent Business Models. Organizations had to rethink and reconsider how they deliver services and strengthen their Organizations through a forward-thinking Digital strategy. To be more agile and responsive in such uncertain times, we need to respond to challenges and adapt quickly to new scenarios by moving from rigid hierarchies to leaner and more flexible structures.

But what about Mental Health at Work, and why is it essential?

What’s the Office of the Future?

Within the Wellbeing @ Work Summit Middle East 2021, HR Leaders tried to normalize the conversation about Mental Health by putting the topic first, enabling self-care and professional support, raising awareness, and building knowledge around its related issues. Nowadays, personal and work life are more intertwined than ever, so it becomes vital to create balance: the more employees feel free to talk about Mental Health, the more they can prevent struggle and breakout at the Workplace. HR leaders play a crucial role in making an IMPACT by pushing new solutions, promoting work-life balance, redesign workloads, and supporting their Teams.

In this general frame, Irada Aghamaliyeva (MENA Diversity, Inclusiveness & Wellbeing Leader at EY) affirmed: “Workplaces that are inclusive foster enhanced employee wellbeing; employees with high levels of wellbeing are more inclusive”. How can Organizations increase employees’ resilience and embed sustainable Leadership behaviors in the post-covid reality?

Dr. Irada Aghamaliyeva introduced the Mindfulness practice in the Workplace and highlighted its benefits on a large scale: improved wellbeing and resilience on a physical level; positive emotions, self-regulation, empathy and awareness of social dynamics; learning and innovation thanks to the implementation of flexible thinking, intuition and problem-solving processes. So breaking the stigma is possible, starting from personal wellbeing to sustain positive energy and fuel resilience.

About the Power of Empathetic and Authentic Leadership, Dr. Rima Ghose Chowdhury (EVP & Chief Human Resources Officers at Datamatics Global Services) stresses the importance of Leadership roles today. The virtual environment employees are working in, makes them more vulnerable due to a lack of balance between emotional and authenticity traits. Authenticity is the primary factor in effective leadership, regardless of the leadership style. Putting employees first as a strategic priority and hearing their voices to guide strategy; embracing agility to work more effectively in tumultuous time; including a multigenerational work-force: these are the key concepts within Dr. Rima’s motto “Empowering is to enable”. Through motivation and filling emotional support needs, the Empowering Teams Process leads to employees’ safety, esteem, and self-actualization. 

The Wellbeing @ Work Summit delivers strategic direction, advice and inspiration from employers and experts from across the world to help you create a more compassionate corporate culture that delivers results. To know more about the FOW Future of Work Insights platform around the world, click here: https://fowinsights.com/

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The Wellbeing @ Work virtual Summit Middle East returns for its 5th annual event on 22-24 February 2021

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The summit provides an innovative and experiential virtual learning opportunity for our audience of CEOs, benefit and reward business leaders and senior HR professionals. The information and knowledge gained from attending this event allow the opportunity to make strategic wellbeing and mental health decisions within an organization, supporting our mission to create more flourishing and thriving workplaces. Never before has the mental health and wellbeing of your employees been so important. The Wellbeing @ Work Summit includes keynote speeches, panel discussions, workshops, and fireside chats alongside unrivaled networking with leaders across the Middle East using our AI-enabled matchmaking platform. This is far more than a webinar! An engaging 3-day event providing you invaluable insight and tools to create thriving workplaces.

Key Reasons to Attend:

  • An engaging AI-enabled matchmaking platform to make invaluable connections & host virtual meetings up to 2 weeks before the three-day festival
  • Learn how multinational organizations are creating workplaces where employees thrive in the new world
  • Campfire panel discussions informing workplace change & mental health solutions
  • Middle East-based employer case studies providing the secrets to employee wellbeing success
  • International experts bringing best-practice from across the globe
  • Invaluable networking with business leaders from across the Middle East

The Wellbeing @ Work Summit delivers strategic direction, advice and inspiration from employers and experts from across the world to help you create a more compassionate corporate culture that delivers results. The design and implementation of a holistic wellbeing and mental health programme that delivers healthy outcomes and a more productive organization is paramount right now. 

In addition, the results of the extensive Middle East region-wide survey on wellbeing and mental fitness in organizations across the region made in partnership with Cognomie will be presented during the event.

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DECODING FUTURE HR: Global 24 hour virtual event | 19 and 20 January 2021

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DECODING FUTURE HR: Today’s challenges are tomorrow’s trends and opportunities

Global 24 hour virtual event | 19 and 20 January 2021

www.decodinghrevent.com

The world in 2020 has changed to a ‘new normality’ but what’s that ‘new normality’ everybody talks about? Is it here to stay? How is it affecting us in our daily lives in the different versions of ourselves? As a customer, an entrepreneur, a parent, a friend…a worker…

Our job is a key part of our lives and we are indeed living through a fundamental transformation in the way we work. Automation and ‘thinking machines’ are replacing human tasks and jobs, and changing the skills that organisations are looking for in their people. These momentous changes raise huge organisational, talent and other HR challenges. It has become clear that few organisations are likely to revert to pre-pandemic practices even after a vaccine is found.

Decoding Future HR 2021 is bringing you the ideology of how today’s challenges are becoming tomorrow’s trends and opportunities resulting in HR excellence.

Why you should attend:

  • Learn about the trends and best practices shaping future HR
  • Get valuable insights from expert speakers
  • Share ideas and research to help your organisation reach its goals
  • Understand what do employees want in ‘New Normal’
  • Develop new vision for HRBP and Centre of Expertise
  • Identify, integrate and understand stakeholders to create an intentional employee experience
  • Approaches and elements to leadership development.

Some of our confirmed speakers:

  • Tshepo Yvonne Mosadi , Human Resources Director, The HEINEKEN Company
  • Sarah Tabet, Global HR Director/ D&I Leader | Author for “Inclusion Starts with U”, Schneider Electric
  • Wadah Al Turki, Country Talent Manager KSA and Bahrain, IKEA
  • Lesha Chakraborti, Head of HR – EMEA, Travelex
  • Shaban Butt, Director HR & Administration, The Coca-Cola Company
  • Sajjad Parmar, Head of Rewards – APAC, eBay
  • Katey Howard, VP, Talent Management AMESA, Pepsico
  • Chen Fong Tuan, HR & General Affairs Director, Samsung Electronics
  • Prerna Ajmera, Senior Director, HR Experiences and Solutions, Microsoft
  • Václav Koranda, Vice President Human Resources / Member of the Board of Directors, T-System
  • Amy MacGregor, VP Employee Experience, Global HR, Manulife
  • Adwait Kashalkar, People Analytics and Programme Management Leader, APAC, Mastercard

Click here to view all speakers: www.decodinghrevent.com/speakers

At Wisdom we remain positive that ‘normality’ will soon return and that we will be able to physically meet together once again as speakers, delegates and sponsors at our beautiful venues around the world. But meanwhile, life continues and we need to keep in touch and learn from each other. This 24-hour virtual event will be of great benefit and value to your businesses and its continued development during these challenging times. While this virtual event comes at a lesser cost, it provides for now a wider reach into an international audience, with flexibility of access to content as well as allowing you to have the same opportunity as at a face-to-face session for one-to-one business meetings. We look forward to welcoming you in January.

Date and time: 19-20 January 2021Where: Virtual engaging platform
  Further information and bookings: www.decodinghrevent.com        Contact:
marketing@wisdom.events   #WSDM_BI
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