(highlight:: "Are You a Focus Group of One?" - When Leaders Make Unilateral Decisions Based
Summary:
Unilateral decisions made by leaders, based solely on their personal experiences and perspectives, may not reflect the diverse needs and realities of all employees.
Leaders should be cautious not to generalize their own experiences to be a one-size-fits-all solution for the entire organization. It is essential to consider a variety of voices and experiences to make decisions that are inclusive and beneficial for everyone.
Transcript:
Speaker 1
And one of my favorite lines on this actually comes from a chief human resource officer, Helena Gottfeng at Road Bank of Canada. She's the one that said, you know, when they're having this conversation within RBC a couple of years ago up in Toronto, her CEO started going down the path of, hey, I think the best thing To do because it's what worked for me is to get people back in the office, you know, four days a week. And her line was, are you a focus group of one? You know, and it's a little bit that realization that, you know, the experiences that you had and by the way, let's face it, the C suite is largely people who look more like me, kind of older White guys who aren't primary caregivers is a little biased in its perspective on what works and what doesn't work for people.)
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(highlight:: Using Net Promoter Score, Focus Time Metrics, & Quarterly Pulses for Employee Experience
Summary:
Using Net Promoter Score (NPS) with employees provides valuable insights into whether employees would recommend the company to others.
Quarterly pulse surveys can reveal what obstacles employees face, such as a lack of focus time. Research showed a significant correlation between focus time and feelings of burnout, indicating a need for organizational focus on enhancing focus time.
By analyzing data by groups, such as frontline managers, organizations can identify specific areas for improvement and compare performance across departments, business units, and geographies to learn from successful approaches.
Transcript:
Speaker 1
NPS net promoter score and doing it with your own employees. It works. Right? Like knowing whether or not someone would recommend to a friend to come and work on this team or in this company, that's a pretty good level of insight into whether or not things are going In the right direction. Content to stay is always one of those musty, fussy, hard to distill what it really means type of things. Then what we started doing was getting into comparisons across different types of problems that people were having to get at. What's really getting in your way? We did this at Slack with a quarterly pulse survey that we did of employees. We started out with the focus mainly about being about like, hey, offices are reopening. What are you looking forward to? You're not looking forward to and started getting questions and responses from people. And then over time, it morphed into things like, no, really, what's getting in your way at work? And one of the biggest things that came out was focus time. That's when we started asking people questions like, do you have enough when we defined it two hour plus blocks of focus time during the work week to get heads down work done? And then we would start correlating that with questions about burnout, about your enps and low and behold, huge correlation between whether or not you had focus time and whether you Felt burnt out. And then you could start cutting it by groups. And so you start looking at it and saying, hey, look, our frontline managers are the most burnt out. And by the way, that was true in future form research also. They're the most likely to leave. They're the ones that have the least amount of focus time. Now I've got a problem. And now I've got something I can focus on as an organization and say, what are we going to do about it? And you can also compare it against departments and business units and geographies. And you can pick and go, what's this team over here doing? What's this customer experience team over here doing that's different that we might learn from in order to improve it for everybody else?)
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