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Zac Costello

The science behind happier teams and stronger performance

Let’s go back in time. Let’s head to the 2000’s. The millennium bug wasn’t that big after all, “Who let the dogs out” somehow didn’t make it to number 1, and Gladiator was packing out cinemas everywhere.

But there was also a group of researchers visiting 60 different companies. And while we were watching Russel Crowe scream, “Are you not entertained?”, those researchers were silently listening to meetings, scribbling down every single word.

What they did afterwards was analyse their transcriptions looking for positive and negative words. And what they found was that companies with the greater financial performance had a 3:1 ratio for positive communication.

Meaning, that for every one piece of constructive feedback (or criticism), there were three examples of recognition, encouragement, or positive reinforcement.

What’s more, in teams that were achieving extraordinary performance, their ratio was closer to 6:1!

Words build worlds.

As leaders, what we say matters.

Positive communication can have an enormous impact on the motivation, emotional wellbeing, psychological safety and problem-solving ability of our teams.

It’s no secret that happier people are more productive. In fact, it’s been proven.

The Lasado Ratio – as this piece of research is called – highlights a way that we can use communication to create a more positive experience for our people. An experience that leads to greater happiness and satisfaction. That, in turn, translates into stronger performance.

So, you’re saying there’s a secret formula?

Not exactly. As with every piece of research there are several more papers that ‘debunk’ the theory, the results and the science behind it.

But whether you believe in the perfect ratio or not, communication remains an essential leadership skill. So, how do you want to use that skill – to create a cloud of criticism, fear, and defensiveness? Or to support, enable and inspire people to be their absolute best?

There’s only one real winner.

Five ways to start using positive communication

One of the best things about communication is… it’s free. But it does take a conscious and continual effort. So, how can we make positive communication a part of our day-to-day?

Manage your own emotions

I’m sure we’ve all been told at some point, “watch out, they’re not in a good mood”, before stepping into a leadership meeting. How did that make you feel – nervous, anxious, confused? Not exactly a positive experience.

So, let’s not be that kind of leader. We all have ‘off’ days – we’re all human – but don’t let those negative emotions spread across the team.

As a leader, your wellbeing is just as important as that of your team, so if you find yourself feeling low, take the time to recognise what you’re feeling; change what you can; and prioritise the things that you enjoy… turning those off days, into better days.

Catch people doing it right

Praise and recognition are a huge part of positive communication. So, catch people doing a good job and let them know about it.

Find the times that they’re living your values; appreciate the small acts that often go unnoticed; and let them know how they’re making a difference to the organisation.

Set the tone

You lead by example. You set the tone. So, make it a positive one. At your next meeting, start by showing your genuine appreciation for people’s time. Be inquisitive about people’s thoughts and reactions and invite them to contribute. Celebrate milestones. And instead of focusing on what went wrong, turn them into learning opportunities to ensure success next time.

Offer support

Being positive doesn’t mean saying ‘nice’ things – the things people want to hear. It means supporting people, showing up for them, and empowering them to succeed.

Things will always go wrong. But when we use positive communication, we can reframe challenges and problems as opportunities. And, as a leader, you role is to enable people to learn from the experience and support them in understanding what we can do differently the next time.

Actively listen

Communication is two-way. So, when you’re inviting ideas and asking questions, be ready to listen to and acknowledge the response. And remember, your body language is just as important as the words you speak.

Keep it going

The world is changing, and so are expectations of leaders. But why do we keep developing our leaders in the same old ways?

It’s time to evolve. It’s time to give our leaders the skills and tools to drive the culture that will power people and businesses forward.

Get in touch. And let’s get to work.

Creating employee experiences people want to be a part of

It’s Monday. It’s 11:44am. And something funny is going on with the world’s algorithm today because I keep seeing and hearing the same message…

“Less than 30% of the world’s population is engaged at work.”

It’s not a particularly new stat. In fact, it first surfaced back in 2009! But it still intrigues me to this day. However, whenever I see it, the same thing happens. That stat gets thrown out there, alongside the global context such as the housing crash, the pandemic, cost-of-living, war, politics, etc – all of which are absolutely drivers of low engagement – but it always leaves me feeling that we overlook one crucial aspect. An aspect that, if we acknowledged, could actually help us shape our workplaces and create experiences that foster higher engagement.

If truth be told
Because the truth is, wherever you sit on the spectrum of engagement, when it comes to work, the majority of us would rather not have to. Wouldn’t we? But most of us do. So let’s make is as positive as possible.

Are we creating the right experiences?
We should always aim to elevate our experiences to a higher standard. Are we creating experiences people want to be part of? If the answer is no, there’s more work to do.

Ask yourself:

  • Are we using our purpose and mission to light a fire in people?
  • Does our onboarding experience get people excited for a future they want to be part of?
  • Are we giving people the power to do something meaningful?
  • Is the office an invigorating space where people genuinely want to be?
  • Does our tech make things simple… even enjoyable?
  • How are we showing up for people when they need us most?

Imagine the impact that would have on your organisation. Every 1% increase in engagement generates roughly a 1% increase in sales (Source: Aon Hewitt). And that’s a significant return-on-investment.

More than 70% of the world aren’t engaged at work. It’s time to change that.

Are Gen Z reshaping the world of work?

Generation Z (1996-2012) walk among us. In fact, by 2025, they’ll account for more than 25% of the workforce. So, as organisations scramble for ways to attract and engage this new generation, how are our workplaces being reshaped?

Firstly, to understand a generation, we need to look beyond the stereotypes – and our unconscious bias – to understand people’s lived experiences and how it has influenced them.

So, how are Gen Z’s expectations shaping the workplace?

Technology
Gen Z matured alongside some of the greatest technology we’ve ever known, making them one of the most digitally savvy generations – ready, willing and able to adapt to new tools and technology. On top of that, they’ve thrived in the era of social media, driving a revolution in how we communicate. Their expectations of tech and comms needs to be met in the workplace (please don’t give them a BlackBerry) to create a stimulating and fulfilling experience. Anything less will be seen as the Stone Age.

Equality, diversity & inclusion
Gen Z grew up in a far more diverse world than any of the previous generations. And when they consider diversity, they are more likely to think beyond protected characteristics to include a mixture of experiences, identities, and opinions – as well as having the freedom to express themselves. To be seen and heard. Gen Z are holding organisations to account for their commitment to EDI – from a policy, leadership, and brand perspective – looking for those that stand by their word, and leaving those who don’t.

Purpose
Gen Z are the ‘hustle generation’ with many working two or more jobs. The cost-of-living is making this a necessity for some but on a deeper-level, Gen Z are exploring their passion projects, the activities that give them meaning – as well as extra cash. Organisational purpose has existed for decades but Gen Z are looking for workplaces where they can make a difference, doing something that sets their soul on fire. And let’s not forget about values – because how we do it (sustainably and ethically) means a lot too.

Flexibility
For Gen Z, the pandemic occurred at a pivotal time when they were just entering the workplace. So, all they ever knew was a zoom call from their bedroom. And this taste of work outside the office has meant that flexibility is a natural state of mind – it’s their expectation of work. And the key is flexibility – they don’t want to ‘WFH’ all the time, because they’re hungry for in-person communication, collaborating with real people. As workplaces reshape their office environments, creating space to connect and work together is vital for our newest generation. Those that can balance flexibility with collaborative environments will win the battle for Gen Z.

A new generation of benefits

Benefits are commonplace across many, if not all, organisations. They’re those extra little perks designed to help people save money, manage their wellbeing and maintain a better work-life balance.

But findings from a YouGov survey suggest that, in the UK alone, organisations are wasting up to £15bn a year on unused benefits. So, what’s going wrong?

One size fits all?

For some organisations, benefits are simply an incentive, in addition to salary. A way of saying, “when you work for us, you get access to all this great stuff!”

And it works. From free dental care and subsidised gym memberships to wellness programmes and flexible working… and everything in between. They’re normally packed with a variety of offerings – whether we need them or not – that can add genuine benefit to people’s lives.

But, at the same time, the one size fits all approach to benefits, fails to account for the real-life challenges, experiences and needs that people have. And with five generations in the workplace, there’s a lot of variance in terms of what people want and need, depending on where they’re at in their life-stage.

Perhaps this makes the eye-watering amount of waste make sense?

A meaningful approach

So, in an ever-competitive talent and retention market, organisations are beginning to evolve their approach to benefits, customising their offering and investing their budget in meaningful ways, responding to the needs of their employees, as they progress through their lives and careers.

These include student loan assistance and financial education for Gen Z; fertility treatment and family planning support to attract millennials; services to manage university admission processes for Gen X’s children and assistance services to manage the administrative aspect of caring for elderly relatives; and even ‘grand-ternity’ leave to allow employees time-off to support with childcare and spend time with grandchildren.

The organisations responding to genuine human needs are visibly showing their employees that, “we hear you, we see you, we care about you”. They’re creating a connection with their employees, and it benefits the organisation too – enhancing culture, boosting retention and even driving productivity.

Creating human benefits

Creating personalised, human benefits begins by understanding your employees. Yes, data can give you a broad understanding of the make-up of your organisation, but conversation is where you’ll uncover the real detail.

If your organisation has them, Employee Resource Groups are a positive place to start. These groups, formed around shared characteristics and interests, may already be engaged in conversation about the unique challenges they face and the support they require and/or would benefit from, from the organisation.

Recruitment teams may also provide further valuable insight into the types of questions potential candidates are asking around benefits, as well as what competitors are offering.

And we, at Home, can also share some of the recent changes we’ve introduced to ensure we show up for each other, through many of life’s difficult phases.

On our LinkedIn page, we’ve shared our menopause and cancer policies. And although we call them ‘policies’, they’re designed to ensure that we can all benefit from a culture and environment that recognises the unique (and incredibly challenging) circumstances we can all face.

By making these available our aim was to spark a conversation that needs to be had, making these policies more common, and to provide a template – a foundation – for other organisations to build on and implement.

Let’s transform how we think about benefits from a catalogue of short-term perks to a personalised offering that enables people to be at their best, no matter where they are in their life journey.

If this is something you’d like to chat more about, drop us a message, email or even give us a call.

New Year resolutions for employee experience in 2024

The new year often feels like a fresh start, and the perfect opportunity to go after those big ambitions.

So, if your resolution for 2024 is to create a great employee experience, here are four ideas to get you started… and some tips to make sure your resolution sticks.

Listen with the right intent

By listening to people’s aspirations for the future, we can design the most impactful and authentic employee experiences. The type that keeps people coming back day-after-day, doing their best work.

But it’s important we listen with the right intent. The intent to act on the things we hear.

Simply listening more won’t make things better. In fact, it often leads to frustration. We have run many focus groups where attendees say things like ‘I’ve said all this before. What’s going to be different this time?”

So, before you embark on any listening activity, be clear on your intent to act:

Are you listening for insight – to better understand our audiences, their opinions on the current experience and aspirations for the future?

Are you listening to involve – including people in decision-making, keeping them informed and seeking their view on changes that directly impact them?

Or are you listening to innovate – proactively looking for feedback to generate new ideas and better ways of working – for people, and the business?

Make the workplace, worth the commute

It’s no secret that hybrid working is here to stay. And whilst there are plenty of benefits of working from home (well, hello there work-life balance!), we also have an opportunity to rethink how we use the workplace to give us something we all need – connection.

Because with more and more organisations asking (or even mandating) for people to return to the office, let’s make the commute worthwhile by creating experiences that can only happen in the workplace.

Think team meetings, leadership interactions, growth opportunities. The types of activities that bring people together, create a sense of fulfilment, a better understanding of the business and enable people to be productive.

By changing how we think about the workplace, we can make it a place where more people want to be – and a place that drives better business outcomes – rather than a place people have been told they have to be. 

Prioritise wellbeing

We all deserve to have employee experiences that are positive. Ones that make us feel energised, where we can flourish and feel good about ourselves. Because when we feel good, we’re able to be our best selves and do our best work. When we don’t, we just can’t.

So, let’s adopt a holistic approach to wellbeing, focusing not only on physical health but also on mental, emotional, and financial wellbeing.

This well-rounded approach to wellbeing recognises the complex and varied challenges people can face during their lifetime, and can equip them with the tools, knowledge and support to navigate them.

Our problems and worries don’t disappear when we start work. This support not only benefits an individual, but it also benefits the business too – reducing burnout and absence, increasing retention, and boosting productivity.

And how do we create a holistic approach to wellbeing… by listening to people for insight, to involve them and to innovate with them. What does wellbeing mean to them?

Create the leaders of the future

We keep saying everything is different, but why do we keep trying to lead people in the same way?

Our expectations of leaders are completely different to what they used to be. Culture is now one of the biggest leadership priorities. So, maybe it’s time we changed how we develop our leaders, so they always have a positive impact and show up in the right ways.

Let’s rethink leadership development, balancing theory with real-world and immersive experiences to focus on the things that will have the biggest impact on people, culture and the organisation. Human leadership.

Get a head start in 2024

Whatever your resolution for employee experience in 2024, here are a few simple steps to make it stick:

  1. Dream BIG
    Because why not?! Big dreams are compelling. Something to aim for. A vision for a future we want to be a part of.
  2. Make a plan
    Now take the big dream and break it into small, manageable chunks. Think of it as the who, what, where, when and how to achieve your vision. Having a plan written down can help you stick to a goal… it also feels great crossing items off once they’re complete!
  3. Get support
    Having a robust support system can help you stay accountable and motivated. At Home, we believe in career-defining relationships… because we want to see you succeed. So, if you’re looking for advice, strategic development or a fresh creative approach, we’re just the team you’re looking for.

 

We’re offering free inspiration sessions to get you in the right headspace for a successful year. Here’s the link to find a time that works for you and your team: https://calendly.com/this-is-home/creative-inspiration-sessions?month=2024-01

Zac on The Work Project

This thing called work is where we’ll spend, on average, around 90,000 hours of our life. That’s a whole lotta time. So, don’t we deserve to feel good while we’re doing it?

It’s a rhetorical question, but I’m going to answer it anyway. Yes. Yes, we do. We all deserve to feel better for being in work.

We all deserve an environment, a culture and experiences that make us feel good about ourselves. Because when we feel good, we’re able to be at our best and do our best work.

And when people feel good, organisations do good

Time and time again, we see the data. Organisations that invest in wellbeing create happier, healthier, supported and fulfilled employees. And these employees are more productive, more innovative, better at collaborating, take less sickness absence and are less likely to leave. The investment isn’t just morally sound, it makes perfect business sense. Right?

Well, the stark reality that The Work Project uncovered is that less than 50% of people actually feel their wellbeing is better for being in work.

One of the lucky ones

I know I’m stealing a phrase from Emily’s blog, but I am one of the lucky ones. One of those people whose wellbeing is better for being in work. And no, it’s not a shameless plug for Home. I’ve always felt that what I do gives me a sense of purpose, a social connection, a challenge and all the great feels that come from success.

That was until I was diagnosed with depression in early 2023.

In truth, I knew something wasn’t right with me – and for a long time I did my best to hide it. But being told I had depression confused me; it made me feel broken and a bit helpless. And at that point, I wasn’t reaching for some of the traditional wellbeing plasters, like free fruit, motivational talks on “how to be more resilient”, or branded, reusable water bottles.

What really helped me was a complete culture of wellbeing.

A culture that engrained psychological safety. The safety to speak up, to say, “I need help” and not to feel scared or judged as a result.

It was a culture that understood that life is messy and complicated, and we all need flexibility to how and when we work. Flexibility that empowers us to take care of ourselves and the ‘things’ going on in life.

It was a culture led by leaders who spoke openly about all forms of wellbeing and were comfortable (is anyone ever comfortable?) in being vulnerable themselves – giving me the permission and confidence to be vulnerable too.

Personally, for the first time, wellbeing wasn’t consigned to an intranet page, an annual awareness day, an awkward conversation with a manager that wants to be anywhere but there.

It was completely humanised. Listening and responding to my personal circumstances to put me in the best position to feel good…. to be my best self, again. And in return, able to bring that best self to work, every day.

And am I fixed? No. Because I’ve learned that that’s not how depression works. But, as I keep exploring this journey – and who I am – I know that with the support of my family and my workplace, I am one of the lucky ones.

But luck shouldn’t play a part in anyone’s wellbeing.

Let’s evolve how we think about (and invest in) wellbeing

Wellbeing has become a regular and much needed conversation. As organisations, let’s embrace that conversation, be part of it, listen to the needs of our people.

Because those that take a holistic approach to wellbeing:

  • Creating supportive environments, where people don’t have to hide what’s going on
  • Developing leaders that are equipped with the skills and knowledge to support their teams – and are comfortable being uncomfortable
  • Offering flexibility in how we work, making juggling life and work more manageable

Will see their people become the best version of themselves. And those same organisations will see those people, bring their best version to work every day.

No sticking plasters. This is wellbeing at the core of who we are.

Let’s get to work.

 

Personal note

If you’re struggling with mental wellbeing, please talk to someone. Anyone.

While watching The Boy, the Mole, the Fox and the Horse with my son, there was one line that really spoke to me… and I hope it does for you too:

“What is the bravest thing you’ve ever said? asked the boy.

‘Help,’ said the horse.

‘Asking for help isn’t giving up,’ said the horse. ‘It’s refusing to give up.”

― Charlie Mackesy, The Boy, the Mole, the Fox and the Horse