Every so often life throws at you something totally unexpected. Just under 2 weeks ago on a beautiful sunny Sunday morning I came off my bike. This resulted in 2 open fractures to my lower arm, over 3 hours in surgery and 5 days in hospital. Hence no e-zine from me last week.
I’m not telling you this to get your sympathy (… Well, okay, a little bit would be nice!). But those five uncomfortable and dreary days in hospital reminded me of a few important lessons in showing you care and helping people feel good about themselves.
I believe each of these are just as relevant in the business world in showing your team members you care about them, and ultimately improving employee engagement.
- Common courtesies. In the hospital 95% of the staff introduced themselves and their role, and added a polite good morning/good afternoon. There were just 2 or 3 staff members who didn’t do this, and there was a marked difference in how I felt with these people. In the business world a simple sunny smile and a cheerful good morning sets everyone up for the day. I always live by the principal of treating your team with the same care, courtesy and respect you’d like them to show customers.
- Listen and observe. Keep your ears and eyes open to recognise when things aren’t as they should be, and spot concerns quickly. Left to fester these can snowball into bigger problems. No more so in my case when several hours after my surgery I stopped responding. Thankfully for me my nurse picked this up instantly!
- Be approachable. When points 1 and 2 above are observed this is likely to happen naturally. Not everyone feels comfortable raising concerns or questions, particularly in front of their colleagues (or fellow patients). Being open to and responsive to individual questions or cries for help means you don’t leave people struggling and floundering, and enable them to get back to the job and up to speed as quickly as possible.
- Focus on what you can do rather than on what you can’t do. At one point I was in a lot of pain, but because I had reacted badly to morphine I was not allowed any more. One nurse (who incidentally never introduced herself) just frankly told me I couldn’t have a more morphine and left me at that. Whereas another nurse explained why I couldn’t have morphine but what he was going to give me instead.
- Be flexible. In any organisation – be that your business or the NHS – there have to be systems and processes in place. But there are occasions when being so hellbent on the rules serves nobody.
- Let people know you’re there for them. I’ve had a wealth of messages, phone calls, cards and visitors all offering their sympathies, support if needed and wishes for a speedy recovery. Every one of these has made me feel good; even if I don’t ever call on any of these people for their support, it’s so reassuring to know it’s there if I need it. In the business world you don’t want to be checking in on people every 5 minutes, but it’s always reassuring for anyone in your team to know that you’re there support them when it’s needed – whether that be work-related or maybe some personal issue that could be on their mind.
If you only do one thing, just take one action today to show your team members that you care for them and you’re there for them if they need you.
If you’d like more ideas on how to show your team you care about them, so they care for your customers and your business there 131 tips here