Choosing to create a culture of customer centricity involves many specific actions, processes, initiatives, and methods to make sure the outcome is not only what is intended, but also expected, in order to make a real difference to the overall success of your organization. As such, it is the role of a great leader to help their people do what is necessary to bring customer centricity to life, within the broader context of many other equally crucial and demanding activities. In this video, Phil Geldart, author of “Customer Centricity: A Present and Future Priority,” explains the role great leaders play in a customer centric culture.

Adopting an inclusive leadership style benefits individuals, teams, and the organization as a whole. Research by Deloitte has found that leaders who create an inclusive culture for their teams see a 17 percent increase in performance, a 20 percent boost in decision-making quality, and a 29 percent better collaboration. Inclusive leadership respects and values individual differences in work styles, learning, ideas, and communication, and leverages those differences for the benefit of the team and organization. Here are four strategies for becoming a more effective leader by focusing on inclusion.

1. Treat people fairly

When you recognize the traits, experiences, and working styles that make each person unique, you allow employees to bring their full selves to work for the benefit of the team. Inclusive leaders recognize individual differences and treat others fairly in light of those differences. Research shows that fairness is highly valued by employees and helps to build their engagement at work. A survey of full-time employees found that after fair compensation, “treating the workforce fairly” was named the second-most important workplace attribute.

It’s important to note that treating people fairly doesn’t mean treating everyone the same. Inclusive leaders assess individual strengths and preferences and strive to align each individual with the role and work that best fits their knowledge and skills. For example, individuals who bring an analytical skillset may be better matched to certain projects than those who are more creatively inclined. Leaders who take an inclusive approach also offer individuals on the team equal opportunities for growth to ensure they have chances to learn and develop their skills.

2. Encourage communication and collaboration

Recognizing the benefits of having a variety of perspectives on a team is at the core of inclusive leadership. Inclusive leaders pull individuals together to share their ideas, knowledge, and experiences, making sure that everyone has the chance to contribute. Some of the ways you can practice more inclusive communication and collaboration include:

• Asking for input from individuals who are new to a topic or seem apprehensive to speak up in meetings.
• Encouraging cross-team collaboration on key projects.
• Leading by example and frequently demonstrating teamwork with leaders in other departments or functions.

3. Use cultural and emotional intelligence

Inclusive leaders recognize that not everyone sees problems and opportunities through the same lens, nor do all individuals manage their emotions in the same way. Leading a team requires developing a sensitivity to the ways that individuals respond to different leadership styles. One individual on the team may appreciate it when a leader spends time listening to their frustrations, while another may look to the leader for a motivating pep talk. Developing strong emotional agility will enable you to use different leadership strategies to motivate and support each person on the team.

4. Seek continuous learning

Part of being an effective leader is being committed to your own learning and growth. At the same time that new ways of working are introduced in the workplace, so too are new ways of thinking, communicating, and collaborating. Inclusive leaders recognize that no one has all the answers and that it’s necessary to seek out opportunities to sharpen their leadership skills, as well as the skills and knowledge of everyone on the team. Examples of how to demonstrate a commitment to continuous learning include:

• Being willing to learn from feedback and work to achieve a better outcome after a failure.
• Seeking to overcome biases and outdated beliefs.
• Engaging in ongoing training and development opportunities.

Inclusive leadership helps to ensure the organization realizes the full benefit of different perspectives and ways of working. Without it, employees can miss opportunities to grow and perform to their potential. When leaders have the desire and capability to be more inclusive, the whole team is positioned for greater success and healthier team culture.

Good leadership is about more than just developing strategies and delegating tasks. Excellent leaders are skilled at helping others gain new skills and guiding them on a path that leads to performing better and reaching personal goals. When this aligns with organizational goals, everybody wins: Employees enjoy personal growth and a work environment that supports it, and organizations build a high-performing, engaged, and loyal workforce.

When leaders are actively invested in developing employees’ skills and competencies, they will see their efforts bear fruit. In addition to strong training and development programs, coaching plays a valuable role in developing and engaging talent day to day, leading to a broad range of benefits such as empowered employees, improved performance, and higher engagement.

1. Empowered employees

Coaching helps empower employees to come up with solutions and implement their ideas. This benefits the organization because empowered employees know they have the freedom to be proactive and make decisions that will improve the company.

Why Empowerment Matters

When employees understand the boundaries and freedoms that have been defined for them, they are able to use their knowledge and skills to the fullest. Research from the University of Iowa shows that employees who work for organizations that promote employee empowerment are more engaged, take more initiative, and report greater job satisfaction. When employees are granted the autonomy to make decisions within their scope of expertise, not only do they feel valued, but they also make their organization more responsive, more innovative, and, ultimately, more productive.

How Coaching Helps

Identifying the appropriate level of autonomy for individuals is not as simple as using a template. Because each employee has a different working style and every task has unique requirements, boundaries have to be determined at the individual level. Often, when an employee has too much freedom, they can feel overwhelmed. On the other hand, when they are too restricted, they can become frustrated and disengaged because their talents are not being used to the fullest.

When employees work directly with coaches to determine the right balance between freedom and restrictions, they are able to grow to their potential. As employees learn and develop, their boundaries should be adjusted to continue the cycle of empowerment. Communication is a critical element of this process. Coaches must both listen to the recommendations of empowered employees and have the ability to provide the honest feedback that will help them grow.

2. Improved performance

Another benefit of coaching is that it can greatly improve individual performance.

Why Performance Matters

Most employees want to do a great job. In addition to providing training and the necessary resources to do the work, organizations that also provide one-on-one coaching are able to improve individual performance, which ultimately leads to better organizational performance.

However, Gallup research shows that traditional approaches to performance management are falling short and not reaching stated performance management goals. Only two in 10 employees strongly agree that their performance is managed in a way that motivates them to do outstanding work. When only 20 percent of employees feel motivated, it is nearly impossible to achieve organizational excellence.

How Coaching Helps

The importance of ongoing interactions in a coaching relationship cannot be overstated, especially when the goal is to improve performance. It starts with providing clear direction for a specific task or goal and laying out a path to achieving it. If the interaction stops there, the employee might be able to successfully complete the task based on the clear direction, but if that’s all they get from their manager, it’s a missed opportunity for improving performance.

A good coach will periodically check in—ideally, at least once a week—to discuss the progress that has been made, help overcome any hurdles, and highlight areas for improvement. This continued engagement enables the employee to make incremental (and sometimes drastic) improvements that will allow them to become an overall better performer. Modeling behavior is important, but even the sharpest employees cannot rely on observation alone. When coaches explain why something is done a certain way and how that method evolved, employees gain new knowledge and can apply it to other work.

3. Higher engagement

Improving employee engagement is a goal for many companies, and coaching is one way to get individuals to stay tuned in.

Why Engagement Matters

Gallup estimates that the cost of poor management and lost productivity from employees who are either not engaged or are actively disengaged is between $960 billion and $1.2 trillion per year. This loss can have a major impact on the bottom line, especially for companies with larger workforces.

Despite this dismal statistic, the modern workforce wants to be engaged. Employees want to understand how their roles connect to the larger team and to the organization as a whole. According to the Gallup study referenced above, employees who strongly agree that they can link their goals to the organization’s goals are 3.5 times more likely to be engaged. Unfortunately, only 44 percent of employees say that they can see this connection.

How Coaching Helps

Engagement is directly linked to the frequency of communication with a manager and the content of those conversations. The same Gallup report indicates that employees who receive daily feedback from their manager are 3 times more likely to be engaged than those who receive feedback once a year or less.

Gallup has also found that employees who have had conversations with their manager in the past six months about their goals and successes are 2.8 times more likely to be engaged. This is a substantial return for a relatively small investment of time and energy from a coach. However, only 20 percent of employees say that they have talked with their manager in the past six months about steps to reach their goals, indicating a lost opportunity for increasing engagement. It’s clear that communication needs to happen more frequently and that it must address employee goals and successes.

Goal-setting through coaching also leads to better engagement, but only 30 percent of employees strongly agree that their manager involves them in the process of setting goals. These employees are nearly 4 times more likely to be engaged than other employees, but for the ones who are not involved in goal-setting, the consequences can be damaging. According to Gallup:

“Unfortunately, the majority of workers tend to sense an unfairness or injustice in how their performance is managed and evaluated. They are held accountable for work that they don’t always have the tools or support to accomplish successfully, and they often are not even invited to a conversation about how work could be done more effectively.”

Coaching can help eliminate these negative feelings. Actively setting goals together, creating milestones to achieve them, and tracking progress along the way give employees the chance to be involved in their own development and feel that their leader has their interests in mind.

Creating accountability through coaching and goal-setting also helps improve engagement because employees own the results of their actions and behaviors and are accountable to both themselves and their coach. When individuals know that they are responsible for completing a task or behaving a certain way—and have the skills and competencies to do it—they are motivated to stay engaged and meet their goals.

Develop Coaches Within Your Organization

The benefits of coaching extend beyond just increased engagement, better performance, and empowered employees. Developing leaders from within the organization helps build the leadership pipeline and grows institutional knowledge.

Teaching leaders how to be coaches also helps them become better at their jobs. They learn how to give and receive feedback, set measurable goals, and track milestones. They must also model the behavior they want to see in their employees, which means they are more accountable for their own actions and behaviors. All of these skills can be applied in future leadership positions, as well.

Leaders don’t automatically know how to be good coaches, but they can be taught with leadership development that offers practical strategies for coaching teams toward sustained performance improvement. Just like any other skill, coaching can be taught through experiential learning. It can also be honed over time through real-life practice and additional training to learn new techniques and approaches. If you want to empower employees, improve individual performance, and develop an engaged workforce, consider making an investment in developing coaches within your organization.

Safety in the workplace is a critically important issue, particularly in industries such as construction, manufacturing, mining, and healthcare. According to the National Safety Council, every seven seconds, a worker is injured on the job, leading to loss of productivity, missed days at work, or even loss of life. Although it’s true that individuals must adhere to safety regulations and wear proper safety equipment, having a culture of safety will ensure that employees not only follow safety rules but also are fully committed to achieving safety in the workplace.

Building a culture of safety is a powerful way to ensure that every individual at every level in the organization takes personal accountability for the safety of each other, patients, and the general public. Here are four ways to build a culture of safety.

Create a Roadmap for Change

To fully achieve a culture of safety, you first need to understand your current reality. Surveys and focus groups are two ways to understand current employee attitudes about safety and to identify specific challenges and opportunities related to changing the culture. Creating a roadmap for culture change also requires a clearly articulated safety objective. Whether your goal is to become the industry leader for safety or to reduce illness and injury in the workplace by a specific amount, it will be important to clearly state the goal and the metrics you will use to chart progress. That way, everyone can recognize and celebrate success when you get there.

Ensure Leadership Support

Individuals on the front lines who are working directly with patients, hazardous materials, or heavy machinery are not the only ones responsible for ensuring safety in the workplace. In fact, leaders have a critical role to play in building a culture of safety, including:

• Championing safety as a critical aspect of ongoing company success through regular digital and in-person communication
• Dedicating sufficient resources to equip the workforce with the knowledge and skills they need to ensure safety
• Recognizing employees whose behaviors align with the company’s safety culture goals

Build Knowledge and Skills Through Training

To build a culture of safety, you need more than a traditional safety training program. Traditional training programs are great for providing instruction on how to use equipment or follow certain procedures, but they won’t bring about true culture transformation. To achieve a shift in culture, it’s necessary to provide employees with learning experiences that enable them to think differently about safety and take ownership of their role in creating a culture of safety. When employees attend training that focuses on building a safety mindset, they develop a strong conviction for promoting safety and learn how to:

• Adopt shared responsibility for safety in the workplace
• Take actions that ensure their safety and that of others
• Proactively suggest ways to improve safety through improvements to existing processes and protocols

Measure Results and Reinforce

Any culture change effort requires ongoing reinforcement to ensure individuals retain lessons learned in training and don’t fall back into old habits. Digital learning reinforcement, assessments, and coaching from company leaders will help to ensure the safety culture becomes further embedded in everyday employee activities. Reinforcement activities aren’t meant to teach new information or add more to employees’ workloads. Rather, they should be designed to reinforce what was taught in training, in bite-sized increments over time, so that individuals can incorporate those reinforced lessons into their workdays. In partnership with reinforcement activities, ongoing measurement of results based on clear metrics will help everyone recognize and measure progress.

Meeting your workplace safety goals can be a reality when employees and leaders work together to demonstrate their commitment to a culture of safety. With a roadmap to success, the support of leaders, and training that helps develop a new safety mindset, everyone in the organization will be equipped to improve safety in all areas.

The overarching goal for healthcare organizations is to deliver patient care that heals and saves lives. With advances in technology and a highly skilled workforce to deliver exceptional patient care, healthcare organizations also need a highly engaged workforce that is productive and committed, in order to reduce turnover and gain a higher patient satisfaction. In fact, in a study conducted by Gallup of 200 hospitals, it was found that the engagement level of nurses was the number one variable correlating to reduced patient mortality, even more important than the number of nurses per patient. In other words, patient outcomes improve when employees in healthcare are engaged with their job.

While it can be challenging to tackle employee engagement in healthcare, it is a realistic and achievable goal. The key is to focus not on engaging those that are disengaged, but to focus any efforts on improving the engagement of those who already are engaged. There are three ways you can begin to increase employee engagement in your organization:

1. Deploy Employee Engagement Assessments and Use the Data to Make Changes
2. Provide Training for Leaders
3. Create Opportunities for Mentorship and Coaching for New Employees

Now, let’s discuss these in more detail.

1. Deploy Employee Engagement Assessments and Use the Data to Make Changes

The data and results these assessments show have the potential to identify and execute improvements related to employee engagement. However, the issue is often too much measurement with too little action. To highlight this point, 80% of executives say high engagement (the employee experience) is critical to their organization, yet only 22% have a plan on how to improve it. If healthcare employees are to feel that their opinions are valued and it was not a waste of their time, actionable steps must be taken.

2. Provide Leadership Training

According to a study conducted by Gallup, leaders account for at least 70% of the variance in team engagement. So while the importance of technical skill programs is not to be underestimated, a great deal of the patient and employee engagement has a human element involved. By training leaders with people skills, such as communication, conflict management, and collaboration, they are more likely to be successful for their employees and patients. These skills are also important so healthcare leaders can work through any challenging situations and provide the best customer service to their patients.

3. Create Opportunities for Mentorship and Coaching for New Employees

The most engaged nurses have only been on the job less than six months. In those months they are enrolled in a carefully crafted onboarding program and are just beginning to familiarize themselves with the culture and the job. When this time comes to an end, engagement begins to fall.

Counteract this with a program that gives them coaching, networking, and mentoring opportunities. When employees in healthcare are paired with people that have a track record of success, they can learn valuable lessons about the nuances of the job and the organization they are just beginning to work for. Mentorship also allows for further on-the-job observation and in-the-moment coaching so questions or challenges can be handled effectively and efficiently.

Conclusion

For healthcare employees, excessive or unpredictable overtime, a stressful workload, and lack of workplace flexibility can all contribute to low engagement. Though you can increase employee engagement in healthcare, improve retention rates, and improve patient outcomes, by starting with these three things.

The role of Human Resources in organizational transformation efforts is an important one. HR acts as a powerful change agent and advisor to company leaders. According to Gartner research, 66 percent of organizational change factors relate to talent, requiring the full involvement of HR to pull together the people and resources needed to make transformation efforts a success. Though it may be tempting to think of HR as the prime driver of organizational transformation, senior leaders are responsible for establishing the vision and championing organizational change, with HR acting as a critical enabler of change. Here are four key areas in which HR plays an important role in supporting organizational transformation and helping to make it a reality.

Employee Training and Development

The role of HR is to understand the unique learning needs of the workforce. During an organizational transformation, HR ensures that leaders receive the necessary training to be more effective in leading change and that all employees have opportunities to expand their skills in relevant areas, such as teamwork, communication, or customer service, just to name a few. Employees need new skills and knowledge to change their behavior, and HR can identify training partners and solutions that will address learning requirements as the organization evolves. With a culture transformation, for example, HR can evaluate and identify an enterprise-wide solution that incorporates coaching, targeted skill-building, and training reinforcement to ensure lasting behavior change.

Workplace Communication

Effective communication is necessary for any initiative to take hold within an organization, and HR is an important catalyst for ensuring that all individuals involved have the information they need. HR also supports workplace communication by ensuring that the appropriate feedback loops are in place so that individuals have opportunities to express their views and ask questions. HR can enhance two-way communication in support of organizational transformation in the following ways:

• Helping to craft employee communications from senior leaders
• Participating in town halls and team meetings
• Advising leaders, from the CEO to the frontline, and helping them to deliver consistent messages at every level of the organization

Tracking Progress and Sharing Feedback

HR helps to develop, drive, and monitor the agenda for change, keeping leaders informed and helping those who derail get back on track. Different functions and teams will have different experiences as organizational transformation gets underway, and HR is well-positioned to monitor each team’s success, making sure that implementation across departments and functions is consistent. Because HR is often central to transformation activities, HR professionals are able to see each team’s progress with clarity and can deliver feedback that will help managers guide their teams more effectively.

Linking Talent Management Programs

During an organizational transformation, HR needs to ensure that each stage of the HR Cycle—including recruitment, rewards and recognition, and performance management—aligns with the goals of the transformation. When talent management programs are aligned to the new state of the organization, people have greater clarity regarding performance expectations and opportunities for growth. Some examples of how HR can link talent management programs to organizational transformation efforts include:

• Ensuring that recruitment efforts and job postings incorporate the skills and competencies required for success in the new organizational culture
• Revising succession plans to ensure individuals who embody the new company culture are positioned for leadership roles
• Integrating new organizational values into the performance review process

As business partners and advisors, HR is at the heart of any initiative that impacts the mindset and behavior of employees. Therefore, the role of human resources in organizational transformation should be to ensure that individuals have the necessary tools and resources to understand the need for change and take ownership of their role in making organizational change a success. On an ongoing basis, HR helps leaders instill new values across their teams and supports employees along every step of the HR Cycle.