A while back, a consultant conducted CIS employee interviews as part of a marketing project. The consultant came to me afterward and told me that every employee not only emphasized that this was a welcoming place to work but that they had lots of fun here.
“Fun?” I scratched my head. Our employees work with some of the most challenging populations in Washington State. We serve people with mental disabilities and traumatic backgrounds. Our clients’ stories are often heartbreaking. So I was surprised to hear the word “fun,” but I was also super happy.
I was delighted because these reports confirmed that our company morale is strong. Our efforts to empower our teams to meet the professional challenges they face, without losing personal joy, are working!
Since those interviews, we faced even more challenges when the Seattle area was identified as a hot spot for the pandemic. Many of our clients have health issues that made them especially susceptible. We had to ask our employees to do more, work longer, be more diligent, and protect the clients’ health even more carefully.
And yet I keep seeing smiles, happiness, and even joy when I talk with my employees. Why?
In community care, burnout is a real thing, so people in our industry are especially concerned about keeping up morale. I’ve worked hard at my business to create a place where people want to work (and want to stay) and keeping up morale is at the core of those efforts.
Happy people are not just “good to have.” Yes, happy people are nicer to be around. But good corporate morale also delivers tangible business benefits. Happy people stay longer. They work harder. Happy people encourage their friends and families to apply for jobs here, which is good for recruitment. And happy people do a better job. Our employee’s happiness, and our company morale, is essential to our business’s continuing growth.
At CIS, we use seven basic approaches to keep our staff motivated and happy with the work and each other.
NUMBER 1: Make Sure Your People can do Their job
At one time or another, most business owners have seen their employees get overwhelmed. Often this happens because a staff member is not sure what to do or how to respond when things go wrong. So it’s no surprise that untrained or undertrained employees get overwhelmed more easily. Rushing through training leaves your employees feeling nervous and unprepared. Rigorous training not only teaches, but it gives the employee time to absorb the information, so it becomes intuitive. A well-trained employee is eager to get into the workplace, ready to take on new challenges.
Skimping on training also sets the stage for mistakes. And mistakes by untrained employees make everyone nervous. Undertrained employees are perceived as a risk or a hazard. When people expect an employee to fail, it makes errors even more likely. A lack of training really impacts everyone’s morale because seasoned employees must work harder to fix the newcomers’ mistakes, making your experienced staff feel frustrated, overwhelmed, and even resentful.
Finally, well-trained, confident workers are empowered. You are giving them what they need to immediately contribute, quickly integrate into the workforce, and feel confident. New employees that are helpful and knowledgeable are one of the best ways to support positive workplace morale.
NUMBER 2: Leadership’s Morale Affects Employee Attitudes
This is one of those areas where leaders must walk the walk. Like it or not, your employees take their cue from leadership. If your senior team is compassionate, engaged, and committed to their work, their support teams are much more likely to do the same. Undemonstrative, restrained, taciturn leadership encourages unemotional, impersonal employees.
The truth is, I have a lot of fun at my job. I laugh every day. And so does my co-founder and all of my leadership team. We want to see our clients smile. And we want to see our employees smiling and laughing. It might sound corny, but smiles are a core part of our corporate culture. Smiling people create a feeling of confidence and trust. And smiles increase morale.
NUMBER 3: Own Your Mistakes
When leadership screws up, admit it publicly, fix it publicly, and then just let it go. Hiding mistakes, ignoring missteps, or (the very worst) pretending someone else is to blame are all sure-fire morale killers. When leadership admits mistakes, they set an example that shows their employees how to act when errors occur. Employees are less likely to try to cover up their missteps. Your example also shows your team that accidents aren’t the end of the world. Being open about executive fumbles also helps squash the “gotcha” culture that is so prevalent in our industry. Your example helps teams understand what to do when mistakes happen, and they’ll know that one slip-up isn’t going to brand them for life.
NUMBER 4: Talk and Listen
We all know executives who are proud of their isolation. They brag about how little they talk to employees and that they don’t know the names of their staff. Those people drive me NUTS.
Any good leader knows you can’t hide in an office. Make a point to walk the halls every day. Chat with employees and ask them about their day. Let everyone in your organization know that their opinions matter. Keep your door open (literally) and encourage people to drop in. Make an effort to loop employees into conversations that affect them and their duties.
When your employees walk through your open office door to tell you about their issues, it’s time to really listen and make sure you follow up. Whether they tell you that their client is lashing out or they’re having problems finding reliable daycare, show concern. In most cases, you won’t be able to “fix” personal issues. Still, your empathy is comforting, and a card, flowers, or even just a sympathetic ear goes a long way towards making an employee feel heard and appreciated.
NUMBER 5: Be Transparent
I know this one can feel uncomfortable for many business owners. However, whether you tell them or not, your employees know that regulations change, economies shift, and businesses evolve. They also know that you, as a business leader, must respond to some or all of these changes. If you don’t tell them what’s happening, they’ll start guessing. Sidestepping gossip by letting your employees know the whole picture will keep morale higher.
This advice comes with a warning: don’t tell your employees about changes “under consideration” unless you genuinely want their input. Like the boy who cried wolf, too many corporate announcements about “maybes” will result in skepticism.
NUMBER 6: Praise Publicly
I wish I didn’t have to tell people to praise publicly, but I do. All the time. Some people’s instincts are to “not make a big deal out of it” because it will be “expected.”
Well, it SHOULD be expected! When your people go above and beyond, get certified, or get promoted, it is time to praise them publicly. Your praise doesn’t have to take a lot of time. Send out an email. Give them a high five in the hallway. Get cupcakes for the break room. Tie a balloon to their chair.
With just a LITTLE effort, your employee will feel proud of their accomplishment, and your entire team will get a glimpse of your supportive company culture and be eager for the next time they can get or give similar praise.
NUMBER 7: Never Lose Sight of Your Purpose!
This is the most important morale builder for me. I know “purpose” is a turnoff for some people. It sounds naïve and hokey.
But the truth is, I’m in social work for a reason. I’m here to make the earth better than when I got here, and I try to surround myself with people who want to do the same. That’s why I never hesitate to tell employees that our purpose is noble. We do soul work that requires much of us, but it also gives much back. We are in the business of making the world a better place, and I’m so proud of that. I want everyone in our company to embrace that!
While my company’s work is sometimes emotional, the value of having a purpose is not limited to social work. Having a real passion and purpose helps boost morale in any job. Whether your business is caring for mentally disabled people, doing financial planning, or selling soft-serve cones, passion and purpose is essential. You must not only be committed to helping your customers or clients, but you must also be overt about your purpose. Shout it from the rooftops. What’s better for morale than passionate leadership?
How Do You Keep up Morale?
I’ve told you about some of our business strategies – training, walking the walk, owning your mistakes, talking and listening, being transparent, praising, being passionate about what you do, and SMILING! Now I’d love to hear from you. How are you working to keep your morale high in your work? Send me an email and let me know!