Empowering Your Staff To Remain Reactive & Focused

Last Updated: 

July 1, 2024

Comparing a business to a football (soccer) team is more apt than you may imagine. There needs to be appropriate funding to keep the system flowing, appropriate training to keep the team sharp, a good degree of fans to support the enterprise, and a team you invest in and get the best out of.

But ultimately, despite all of that, it’s the players that will define the outcome of each match. For this reason, empowering them, caring for them, and helping them develop over the years is an essential priority.

If you’re looking for further growth and productivity in your business, you could do worse than empower your staff to remain reactive and focused at all times. But how can you offer them that sense of autonomy without losing your suitable element of oversight? In this post, we’ll discuss that and more, and hopefully help you move forward with confidence.

Key Takeaways on Empowering Your Staff

  1. Empower Your Staff: Providing autonomy to employees fosters growth and productivity while maintaining oversight.
  2. Robust Remote Working Systems: Secure networks, cloud tools, and strong communication platforms are essential for effective remote work.
  3. Flexible Customer Service: Allowing customer service agents to go off-script leads to more creative problem-solving and better customer experiences.
  4. Regular Updates & Briefings: Frequent updates ensure employees understand their role in the bigger picture and foster open dialogue.
  5. Effective Internal Communication: Utilising platforms like Slack and maintaining streamlined communication tools helps keep everyone connected.
  6. Security in Remote Work: Ensuring data protection with tools like VPNs and training on secure practices is crucial for remote work environments.
  7. Lead by Example: A reactive and focused boss sets a positive example, inspiring employees to unify and assist with shared goals.
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Provide Robust Remote Working Systems

Remote work is here to stay, and businesses need to adapt. A good remote working setup will include secure networks, cloud tools, and solid communication platforms together to make the whole thing more tenable and avoid them feeling disconnected from the rest of your colleagues. When employees can work from anywhere, they often feel more trusted and valued. This helps them feel more motivated.

But remote work isn't all ease and convenience. Security is a big concern – company data needs protection. It's also important to keep team spirit alive when everyone's working from different places. That’s where using VPN for Windows and training staff on how to log into their accounts, especially on public WiFi, is essential.

Unshackle Customer Service Agents From The Script

Customer service doesn't have to be robotic, although most of us have had that experience where an agent has read from a script without really helping our issue. When agents are allowed to go off-script instead, they can solve problems more creatively and actually have an effect. This means training them to really understand the company's values, not just memorise responses. It also means knowing what tools they can use, like processing refunds. When agents can make their own decisions appropriately, those customers often get better service.

Of course, there's a balance to strike. Agents need some guidelines to make sure they're following company policies and legal rules. Regular training sessions can help keep everyone on the same page, and they need to go through a “trust process,” but doing so can be a great idea.

Provide Regular Updates & Briefings

Keeping everyone in the loop is non-negotiable, of course. Regular updates help employees understand how their work fits into the bigger picture, but also what their weekly objectives are in line with that. This can be done through emails, team meetings, or newsletters, provided they’re regular and information is properly disseminated.

These updates aren't just about talking at employees either – they're a chance for dialogue and getting updates from your team. To use our sporting analogy, how can you force a player to occupy a certain position if they feel totally uncomfortable with that role? When your staff can ask questions and share their thoughts, you may gain the insight you were missing.

Nail Those Internal Communications Measures

Ultimately, staff that work together need to communicate with one another comfortably and easily. This means nailing those internal communication measures with care and candour. To do that, you have to provide the right platforms.

Many companies use internal messaging systems like Slack which also add an informal, but still professional conversation between offices. It also allows for easy updates, immediate messaging from remote workers, and a kind of consistent narrative that keeps your office in the loop and able to update one another.

Just make sure you don’t split all that communication between many different platforms. A messaging app or network and a more professional, document-based email update system can help you adjust the balance correctly. Moreover, make sure it links into your cloud file-sharing network so you can easily collaborate on essential documents and CC anyone you need to.

Bonus: Be A Reactive & Focused Boss

Ultimately, no matter how you empower your employees, they need to see the example. Show your own creative thinking, your dedication to work alongside them in the office, and your willingness to change your mind. It will help them feel inspired to lift you up, and ironically, the more freedom you provide, the more they will unify and assist.

With this advice, you’ll be sure to empower your staff in line with those goals.

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