Staff Empowerment Best Practices within Local and International Institutions

I am experienced in organizational politics. Every workplace has organizational politics, but the internal politics in some companies I worked, were less entrenched because people changed teams and managers all the time. There, I realized the importance of relationships and politics in big organizations where people often plan to work for decades, not years. I also mentored them for their next career path.

An engaged staff is more likely to have the emotional resources to show empathy and compassion, despite the pressures they work under. So it is no surprise that trusts with more engaged staff tend to have higher patient satisfaction, with more patients reporting that they were treated with dignity and respect.

The value of people from different disciplines and organizations working together across traditional boundaries cannot be overstated. This helps instill person-centered approaches, embracing co-production and a ‘one team’ ethos which focuses on the best pathways, with the right blend of care and support services to achieve their outcomes and enjoy the best possible quality of life.

What are the best practices for empowering the frontline staff in your industry in events of bad service, good gestures to regular/high-value clients, disputes?

Presenting a clear vision is very important because frontline workers often feel disconnected from corporate. Secondly, providing more robust technology solutions and giving frontline staff decision-making abilities. Since many frontline employees are in the field interacting with customers on a daily basis, they have insights that you can’t get from anywhere else. Not only will this be better for the customers, but it will also make employees feel less interchangeable and more important to business operations. Also, Soliciting regular feedback is very important. You can set open Office hours when workers can give their feedback before or after their shifts. Another issue is, investing in better onboarding resources. Investing in solid, engaging training programs that set your frontline workers up for success. Communication is the key. If you have presented a clear vision, provided proper training, and empowered frontline employees to make day-to-day decisions, it is important to track progress on work-related goals. Recognizing and rewarding high performance is so important. An employee who does not feel recognized is twice as likely to quit their job within a year. You should value their opinions so do not stop at collecting feedback regularly. Many frontline workers have great suggestions to improve the experience they offer their end-users and colleagues. If someone has a good idea, implement it. And you should foster a team culture by building a culture of teamwork and collaboration which is a terrific way to motivate frontline employees. This approach motivates frontline staff to be more loyal and work harder because they know they have the possibility of advancement on the horizon.

The frontline staff take – monetary and non-monetary

A monetary incentive has an explicit monetary value; an employee knows exactly what one is worth. In addition to cold, hard cash, monetary rewards can take the form of:

  • Bonuses.* Commissions.

  • Merit pay.

  • Profit sharing.

  • Stock options.

  • Vacation time (beyond an employee's normal paid time).

Non-monetary incentives are designed to recognize a special achievement or the completion of something that enhances an employee's job performance or value to a company. Such a meritorious category might include the attainment of a sales goal, the culmination of a special research project or graduation from a training program that leads to a desirable certification.

A non-monetary incentive does not take the form of cold, hard cash, but this doesn't mean an employee cannot discern its monetary value. Some traditional favorites among employers include:

  • Healthcare benefits.

  • Life insurance.

  • Promotion.

  • Vehicle or vehicle allowance.

Expand Upon Traditional Non-Monetary Incentives

If you're considering using non-monetary incentives as a motivational tool, it's fair to say that they're limited only by your imagination, and maybe the needs or wants of your employees.

If you're looking for ideas, employers are known to turn to non-cash incentives such as:

  • Charitable donations made in an employee's name.* Concert tickets.

  • Gift cards.

  • Luxury gifts, such as designer clothing, watches and laptops.* Vacation packages, including airfare and accommodations.

Best Ways to Train Your Frontline Staff

Frontline employees need to know how to communicate via all mediums. Be it email, live chat, social media and of-course the dreaded face-to-face! Empathy, Patience, Flexibility are key factors

Best Ways to Train Your Frontline Staff are; Scenario-Based Training, Monitoring Results using Admin Tools, Optimising Upselling Opportunities.

1: Scenario-Based Training

It’s true what they say: you learn more on the job that you do in training. Employee experience and insight is what we refer to as intellectual capital.

No matter what industry, frontline staff will need to harvest their intellectual capital quick sharp to solve an assortment of problematic issues. Scenario-based questions will cover at least some of the on-the-job issues they’re bound to face.

This type of training shouldn’t just be a crucial part of onboarding, but a regular occurrence throughout the career of the frontline.

The benefits of scenario-based training include:

Championing ‘falling forward’: the ability to fail before an event has taken place

Improving retention by triggering memory and storytelling

Keeping learners engaged by putting them in the scenario

Helping the learner to apply their knowledge

Scenario tests can be implemented with the help of Genie, our game-based authoring tool. Admins can create a dialogue that plays out a scenario. This can be between employee and customer, or between two employees, such as this example:

A great example of a scenario-based question for a frontline staff member would be:

‘You’re working on the returns desk and a customer comes in with an item of clothing they want to return. They don’t have a receipt; what do you do?

a) Accept the return.

b) Apologise, but say you cannot accept the return without a proof of purchase.

The more you reinforce scenarios like this, the more prepared your learners will be in the real circumstance.

2: Monitoring Results using Admin Tools

Admins can analyse the progress of a frontline staff member through training tools such as assessments. Regular assessments can allow you to wheedle out any knowledge gaps. Once established, you can reinforce missing knowledge using platform features such as push notifications.

Admins can use filters to customise the data on an individual or certain pieces of content. They can also schedule further reports to keep on top of their progress in the frontline training programme.

3: Optimising Upselling Opportunities

Let’s not beat around the bush; the goal of most companies is to make a profit. Whether they work in retail, construction or customer services, your frontline staff should be armoured to turn every opportunity into a sale.

This could be down to possessing the gift of the gab, but realistically it’s probably having the right training. The more someone knows about a product, the more confidently they’ll be able to sell.

Furthermore, that knowledge will stick with the power of gamification! 90% of employees are more engaged when gamification is used in training. Admins can gamify the training of frontline staff by incorporating leaderboards, badges and experience points. You could even offer real-life rewards such as meals out with the boss or days off. Working on the frontline can be a highly pressurised job, so any performance-related rewards will be fully welcomed.

Dr. Ella Burcu Keskin

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